ITS Discretionary Procurement Salesforce

ITS, on behalf of the New York State (NYS) Office of Children and Family Services (OCFS), is seeking proposals from qualified entities to support OCFS’s modernization initiatives through the implementation of Salesforce enterprise cloud solutions for two (2) distinct projects. Child Care Assistance Program (CCAP):The CCAP provides eligible families across New York State with financial assistance for some or all of the cost of child care, with approximately 98,000 families currently receiving assistance each month. The program is centrally supervised by the state program office but is administered by fifty-eight local social services districts. CCAP is a Governor's priority project and one of the highest priorities for ITS. Human Services Call Center (HSCC):The HSCC operates a consolidated call center that supports twelve New York State agencies and handles about 1 million calls annually. HSCC outgrew the Oracle RightNow CRM, which it has used for over a decade, and in 2023, began implementing a new solution using Salesforce Service Cloud CRM. The solution required call scripts for different program areas. HSCC will need to develop call scripts to configure into the CRM. HSCC aims to complete the implementation before December 2026, to avoid incurring any additional expenses to support the legacy CRM. Business enterprises awarded an identical or substantially similar procurement contract within the past five years: NONE Service-Disabled Veteran-Owned Business (SDVOB) SDVOB Goal: 6.00% Minority / Women Business Enterprise contracting goals (MWBE) MBE Goal: 15.00% WBE Goal: 15.00%