EDD RFP 3475 for Salesforce M&O

The State of California’s Employment Development Department (EDD) is seeking a qualified vendor to provide comprehensive Salesforce Maintenance & Operations (M&O) services for its three primary Salesforce orgs (EDD UI Claims, CA‑EDD, and Contact Center). The contract includes ongoing operational support, licensing management (including current, expanded, and reduced license scenarios), and execution of a defined backlog of system‑improvement epics. The work spans a base term of two years with optional two‑year extensions, requiring 24/7 monitoring, incident response, documentation, and knowledge‑transfer deliverables, as well as compliance with state security and performance standards. • Provide end‑to‑end support for Salesforce Service Cloud, Community Plus, Shield, Government Cloud, and related add‑ons across three orgs. • Manage Salesforce license procurement, pass‑through billing, and potential license‑count adjustments (expansion/reduction). • Execute current backlog items (≈40 epics) and price‑range future enhancements classified as Small/Medium/Large. • Deliver required documentation (SSP, SAD, ISRP, TSP) and training, maintain SLA commitments (99.90 % uptime, 2‑hour PL1 response), and adhere to liquidated‑damages provisions.