Abacus
Name
Tips & Complaints Portal - ServiceNow SME and Technical Writer
Request #
DOLIR-2502-62119-001
gency, State
Department of Labor & Industrial Relations (DOLIR), MO
rea/Service
Staffing
Location
Jefferson City, MO
Contract Duration
08/01/2025 - 09/30/2026
Release Date
06/05/2025
Pre proposal Meeting Date
06/10/2025 at 2:00 PM CT (Informational Teleconference/Webinar; participation encouraged but not mandatory)
Q & A due Date
06/16/2025 by 5:00 PM CT via email
mendment Issued (Q&A's)
-
ward Type
Single (one award under the existing ITSD contract)
ward Date
-
Budget
Completed SOW Response Document (with all vendor sections filled out per template):
Vendor Signature Section (authorized signature on SOW) Deliverable Payment Milestone Table (firm-fixed price per deliverable + 10% holdback if total &Client; $75,000) Contracting Resource(s) Price Calculations Table (hourly rates × estimated hours; note: billing is deliverable-based) Bid due Date
06/19/2025 by 5:00 PM CT
SOW
Staffing Types & Volume:
One (1) ServiceNow SME (full-time allocation) ServiceNow Subject Matter Expert (SME) • Lead and mentor ITSD developers in the design, development, customization, and deployment of a new "Tips & Complaints" Portal on the ServiceNow platform. • Translate business requirements (as detailed in the "Tips & Complaints Portal Future State Memo") into ServiceNow workflows, forms, portals, and automations. • Implement and optimize intake intake workflows, custom intake forms (with required-field validation), automated email/text communications, and external Service Portal functionality for tipsters and complainants (including anonymous submissions). • Configure ServiceNow Workspaces to present DOLIR staff with real-time dashboards showing incoming submissions, assignments, and referral logs. • Develop and test automated workflows (e.g., automatic routing to UInteract, FileVine, and FileBound via REST APIs) and advanced reports/dashboards to track submission lifecycles, KPI metrics, and document retention policies. • Ensure all customizations-UI, scripting (JavaScript/AngularJS), REST integrations, ACLs, CMDB configuration, and update sets-adhere to best practices and State security standards. • Collaborate with ITSD to establish and document test plans, execute test cases (using JIRA, Xray, or Azure DevOps), log defects, and obtain deliverable acceptance via the ITSD Project Deliverable Acceptance Form (PDAF). • Participate in weekly status updates, provide technical guidance, and ensure &Client; 99.99% uptime (excluding scheduled maintenance). • Comply with all State security, confidentiality (including PII/PHI safeguards), and project governance requirements. Submittal Requirement
Proposal Narrative, including:
Project overview and approach (per Exhibit A) Vendor's organizational experience with ServiceNow implementations and technical writing (per Exhibit C) Identification of proposed ServiceNow SME and Technical Writer with roles, responsibilities, and resumes (per Exhibit B) Detailed Work Breakdown Structure (WBS) or project plan illustrating tasks, timelines, and milestones Description of testing methodology (including JIRA/Xray/Azure DevOps workflows) Security-compliance approach (FERPA, HIPAA, PII/PHI management) Completed Exhibits:
Exhibit A: Approach and Methodology for Scope of Work (max 10 pages) Exhibit B: Personnel Qualifications and Biographies (resumes for each resource) Exhibit C: Relevant Company History and Experience (three case studies/case references) Exhibit D: Participation Commitment (if applicable for MBE/WBE or SDVBE) Laptop/Software License Confirmation: Evidence that Vendor will procure and maintain any required ServiceNow development licenses and testing tools for the SME.
Evaluation Criteria
Cost - 53 points pproach and Methodology for Scope of Work - 44 points Personnel Qualifications and Biographies - 49 points Company History and Experience - 44 points MBE/WBE Participation - 10 points Organization for the Blind/Sheltered Workshop Preference - 15 points MO Service-Disabled Veteran Business Preference - 3 points Total - 218 points
References
Three (3) relevant client references (State or higher-education implementations preferred)
Resumes required?
Yes - resumes for both proposed resources (ServiceNow SME and Technical Writer
Rate card required
Hourly Rates
ny specific requirement
ll resources must be located within the United States for the entire contract term. Vendor must maintain confidentiality of State Data (PII/PHI), adhering to State security policies. SME must hold or obtain ServiceNow CAD (Certified Application Developer) certification prior to deployment. Vendor resource schedules (on-site/off-site) must be coordinated with ITSD Project Manager. No out-of-state travel is required of State staff; any on-site presence should be limited to Jefferson City, MO.
Hardcopy/Email/portal submission
Email
Link
Via Email
Tips & Complaints Portal - ServiceNow SME and Technical Writer
Request #
DOLIR-2502-62119-001
gency, State
Department of Labor & Industrial Relations (DOLIR), MO
rea/Service
Staffing
Location
Jefferson City, MO
Contract Duration
08/01/2025 - 09/30/2026
Release Date
06/05/2025
Pre proposal Meeting Date
06/10/2025 at 2:00 PM CT (Informational Teleconference/Webinar; participation encouraged but not mandatory)
Q & A due Date
06/16/2025 by 5:00 PM CT via email
mendment Issued (Q&A's)
-
ward Type
Single (one award under the existing ITSD contract)
ward Date
-
Budget
Completed SOW Response Document (with all vendor sections filled out per template):
Vendor Signature Section (authorized signature on SOW) Deliverable Payment Milestone Table (firm-fixed price per deliverable + 10% holdback if total &Client; $75,000) Contracting Resource(s) Price Calculations Table (hourly rates × estimated hours; note: billing is deliverable-based) Bid due Date
06/19/2025 by 5:00 PM CT
SOW
Staffing Types & Volume:
One (1) ServiceNow SME (full-time allocation) ServiceNow Subject Matter Expert (SME) • Lead and mentor ITSD developers in the design, development, customization, and deployment of a new "Tips & Complaints" Portal on the ServiceNow platform. • Translate business requirements (as detailed in the "Tips & Complaints Portal Future State Memo") into ServiceNow workflows, forms, portals, and automations. • Implement and optimize intake intake workflows, custom intake forms (with required-field validation), automated email/text communications, and external Service Portal functionality for tipsters and complainants (including anonymous submissions). • Configure ServiceNow Workspaces to present DOLIR staff with real-time dashboards showing incoming submissions, assignments, and referral logs. • Develop and test automated workflows (e.g., automatic routing to UInteract, FileVine, and FileBound via REST APIs) and advanced reports/dashboards to track submission lifecycles, KPI metrics, and document retention policies. • Ensure all customizations-UI, scripting (JavaScript/AngularJS), REST integrations, ACLs, CMDB configuration, and update sets-adhere to best practices and State security standards. • Collaborate with ITSD to establish and document test plans, execute test cases (using JIRA, Xray, or Azure DevOps), log defects, and obtain deliverable acceptance via the ITSD Project Deliverable Acceptance Form (PDAF). • Participate in weekly status updates, provide technical guidance, and ensure &Client; 99.99% uptime (excluding scheduled maintenance). • Comply with all State security, confidentiality (including PII/PHI safeguards), and project governance requirements. Submittal Requirement
Proposal Narrative, including:
Project overview and approach (per Exhibit A) Vendor's organizational experience with ServiceNow implementations and technical writing (per Exhibit C) Identification of proposed ServiceNow SME and Technical Writer with roles, responsibilities, and resumes (per Exhibit B) Detailed Work Breakdown Structure (WBS) or project plan illustrating tasks, timelines, and milestones Description of testing methodology (including JIRA/Xray/Azure DevOps workflows) Security-compliance approach (FERPA, HIPAA, PII/PHI management) Completed Exhibits:
Exhibit A: Approach and Methodology for Scope of Work (max 10 pages) Exhibit B: Personnel Qualifications and Biographies (resumes for each resource) Exhibit C: Relevant Company History and Experience (three case studies/case references) Exhibit D: Participation Commitment (if applicable for MBE/WBE or SDVBE) Laptop/Software License Confirmation: Evidence that Vendor will procure and maintain any required ServiceNow development licenses and testing tools for the SME.
Evaluation Criteria
Cost - 53 points pproach and Methodology for Scope of Work - 44 points Personnel Qualifications and Biographies - 49 points Company History and Experience - 44 points MBE/WBE Participation - 10 points Organization for the Blind/Sheltered Workshop Preference - 15 points MO Service-Disabled Veteran Business Preference - 3 points Total - 218 points
References
Three (3) relevant client references (State or higher-education implementations preferred)
Resumes required?
Yes - resumes for both proposed resources (ServiceNow SME and Technical Writer
Rate card required
Hourly Rates
ny specific requirement
ll resources must be located within the United States for the entire contract term. Vendor must maintain confidentiality of State Data (PII/PHI), adhering to State security policies. SME must hold or obtain ServiceNow CAD (Certified Application Developer) certification prior to deployment. Vendor resource schedules (on-site/off-site) must be coordinated with ITSD Project Manager. No out-of-state travel is required of State staff; any on-site presence should be limited to Jefferson City, MO.
Hardcopy/Email/portal submission
Link
Via Email