ServiceNow Maintenance

The County of San Mateo is seeking quotations for: ServiceNow maintenance services.

The San Mateo County Sheriff’s Office utilizes a custom-built portal in ServiceNow for all Fiscal, Training, and Technical Services Unit related requests which are routed to each respective bureau. This system incorporates detailed workflows, approvals, and County and Sheriff’s Office procurement, training, and invoicing policies and procedures.

Contractor must adhere to County Technology Services Department change request schedule and process.

Contractor will provide upkeep, maintenance, and enhancements as needed to the ServiceNow application. Enhancements include, but are not limited to:

• Integration of Docusign electronic signature capability.
• Adjustments to existing approval workflows.
• Adjustments to existing PDF document generation functionality.
• Adjustments to existing email notifications.
• Creation of additional dashboards and reports.
• General administrative and support tasks, including:
  • User roles and permissions
• Group management
• Changes to assignment and routing
• Manual case data updates as required.  

PREFERRED QUALIFICATIONS:

Contractor must have provided ongoing ServiceNow maintenance for a customized platform for a local government entity for at least two years – preferably for a law enforcement agency.

FEE:

• Costs should be billed at a flat hourly rate.
• Total hours will be shared between Fiscal, Technical Services, and Training.

Please complete the Pricing Bid Table in section 3 and please also upload your competitive quotation.

Cost and conformity to specifications in the scope of this RFQ will be considered. After an evaluation of all quotations, a County contract is expected to be awarded in association with the lowest, responsive bid received from a qualified, responsible vendor.