Cloud-Based Commercial-Off-The-Shelf (COTS) Fresh Works Enterprise Management (ESM) Platform

The agency is seeking a cloud-based Commercial-Off-The-Shelf Freshworks Enterprise Service Management platform, or an equivalent solution, to replace its existing Information Technology Service Management system. This procurement aims to resolve the lack of standardized customer and enterprise case management capabilities across the organization. The requested platform must support approximately 550 internal users and designated agents, manage public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement management, reporting, automation, and role-based access control. The scope of work requires the configuration of Information Technology Service Management workflows and specific case workflows for Public Affairs, Human Resources, and Historical Services. The selected provider must also deliver asset data integration, Microsoft Entra ID Single Sign-On configuration, and documentation describing the public website form integration. The platform must integrate seamlessly with Microsoft 365 E5 and Microsoft Entra ID, support secure public-facing intake where required, and provide enterprise-grade auditability and data governance. Bidders must be onshore USA organizations, and all project work will be performed offsite. The agency is currently looking for proposals to determine the budget and has not disclosed specific key dates or evaluation criteria in the initial solicitation.