The goal of this RFP and ISD’s ESMS is to provide: • Centralized service management with a unified platform to manage all service requests, incidents, and changes, eliminating the need for disparate systems. • Consistency in processes with standardized workflows for management, service requests, and change management. • Improved metrics with real-time tracking and reporting of performance metrics and data-driven insights to monitor service delivery and identify areas for improvement. • Enhanced customer experience with a self-service portal for customers to submit and track service requests easily and better allocation and utilization of resources based on service demand and historical trends. • Scalability and flexibility with the ability to adapt and scale to meet the needs of all 38 departments and commissions within the County. • Alignment with ISD’s mission to better support ISD’s mission of providing Speed, Reliability, and Value (SRV) by streamlining operations and enhancing service delivery and empower ISD to proactively meet the needs of its customer departments and the broader County community.
