Freshworks Licenses, Implementation, and Maintenance

This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued. Solicitation number 337372 is issued as a request for quotation (RFQ) for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform, or equal, to replace its existing ITSM solution and implement standardized customer and enterprise case management capabilities across the agency. The solution must support approximately 550 internal users and designated agents, public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement (SLA) man