SW-115452 - USA (Virginia) - Cloud-Based Commercial-Off-The-Shelf (COTS) Fresh Works Enterprise Management (ESM) Platform - Deadline July 10,2026

(1) Vendor needs to provide cloud–based commercial–off–the–shelf (COTS) fresh works enterprise management (ESM) platform • Cloud–based Commercial–Off–The–Shelf (COTS) Fresh works 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) management, reporting, automation, and role–based access control. • The platform must integrate with Microsoft 365 E5 and Microsoft Entra ID, support secure public–facing intake where required, and provide enterprise–grade auditability and data governance.• Configured ITSM workflows within the platform• Configured case workflows for Public Affairs, Human Resources, and Historical Services• Asset data integration and documentation• Entra ID Single Sign–On configuration and documentation• Documentation describing the public website form integration