County of Los Angeles Internal Services Department

Buyer seeks to implement a single platform Software as a Service Enterprise Service Management System. The system must be cloud-based, web-enabled, and mobile-friendly to automate business processes across the enterprise. Buyer needs to streamline and improve service delivery across 38 departments and commissions serving nearly 10.1 million residents. The ESMS will provide centralized service management, standardized workflows, improved metrics, and enhanced customer experience.

• 5/22/2025 - Solicitation Requirements Review Request Due
• 5/28/2025 - Mandatory Proposers' Teleconference
• 6/3/2025 - Written Questions Due
• 6/10/2025 - Questions and Answers Released
• 6/24/2025 - Proposal Due Date
• 8/4/2025 - Proposers Conduct Demonstrations

• Successfully implemented SaaS ESMS for two government agencies with 5,000+ users
• Five years' experience as prime contractor providing ESMS to government agencies
• Attendance at the Mandatory Proposers' Teleconference
• References must validate minimum mandatory requirements
• No unresolved questioned costs over $100,000 from previous county contracts

• Implement a SaaS Enterprise Service Management System solution
• Configure a self-service portal with one-click ticket creation
• Design and implement a comprehensive service catalog module
• Set up incident management and major incident management modules
• Configure problem management with appropriate business rules
• Develop a knowledge management system with multiple user experiences
• Implement change management and asset management modules
• Create a configuration management database module
• Build a project portfolio management module
• Provide maintenance and support services for the ESMS