Event 3317: (IFB) Freshservice ITS

Location:	Illinois
Posted:	Dec 10, 2025
Due:	Dec 30, 2025
Agency:	City of Chicago Housing Authority
Type of Government:	State & Local
Category:	V - Transportation, Travel and Relocation Services
Publication URL:	To access bid details, please log in.

Attachment Preview

INVITATION FOR BID (“IFB”)

The Chicago Housing Authority (hereinafter “the CHA” or “the Authority”) invites qualified firms/organizations

(“Bidder”) to submit sealed bids for the below described IFB.

IFB EVENT NO. 3317 (2025)

CHA Information Technology Service- Freshservice

RELEASE DATE: Friday, December 5, 2025

BID OPEN DATE AND TIME: Tuesday, December 30, 2025, at 1:00 PM CT

BID SUMMARY

Bidder’s Organization Name: __________________________________________

Contact Name: _______________________________________________

Address: ____________________________________________________

City/State/Zip: ________________________________________________

Phone Number: ______________________________________________

Fax Number: _________________________________________________

Bid in whole dollars only.

Bidder must bid on all items as required, or the Bid may be deemed non-responsive.

Proposals must be received electronically no later than the date and time listed in the solicitation.

__________________________________________________

(Bidder's Name)

__________________________________________________________

(Signature)

_______________________

___________________

(Date)

(Title)

Matthew Brewer

Operating Chairmen

www.thecha.org

Revised as of 09/08/2025, all others void

Sheila Johnson

Deputy Chief of Procurement

Table of Contents

KEY INFORMATION ................................................................................................................. BF/3

Bidder Contact with the CHA .............................................................................................. BF/3

Questions ............................................................................................................................. BF/3

Submission Information ...................................................................................................... BF/3

Submission Requirements .................................................................................................. BF/3

Addenda ............................................................................................................................... BF/3

SCOPE OF SERVICES ............................................................................................................. BF/4

FINANCIAL STATEMENT ........................................................................................................ BF/6

PREPARATION OF BIDS ......................................................................................................... BF/6

WITHDRAWAL OF BIDS .......................................................................................................... BF/6

FALSE STATEMENTS IN BIDS................................................................................................ BF/7

TAX ........................................................................................................................................... BF/7

MINIMUM WAGE REQUIREMENT ........................................................................................... BF/7

ECONOMIC DISCLOSURE STATEMENT ................................................................................ BF/7

TYPE OF CONTRACT .............................................................................................................. BF/7

TIME FOR PERFORMANCE..................................................................................................... BF/8

TERM OF CONTRACT ............................................................................................................. BF/8

PRE-AWARD MEETING ........................................................................................................... BF/8

AWARD .................................................................................................................................... BF/8

SINGLE/MULTIPLE AWARDS ................................................................................................. BF/8

COOPERATIVE PURCHASING................................................................................................ BF/8

PERFORMANCE AND PAYMENT BOND ................................................................................ BF/8

W-9 SUBMITTAL ...................................................................................................................... BF/9

AVAILABILITY OF FUNDS....................................................................................................... BF/9

CONTRACT DOCUMENTS....................................................................................................... BF/9

ONLINE CONTRACT COMPLIANCE SYSTEM........................................................................ BF/9

INSURANCE ............................................................................................................................. BF/9

ACKNOWLEDGEMENT OF BID DOCUMENTS AND INSTRUCTIONS ................................. BF/12

Attachments:

Attachment A……………………….......Fee Proposal Form

Attachment B…………………………...General Conditions for Purchase Orders

Attachment C…………………………...Utilization Plan

Attachment D…………………………...Chicago Housing Authority Contract Requirements

IFB Event No. 3317– CHA ITS-Fresh Services

BF/ 2

KEY INFORMATION

BIDDER’S GENERAL INFORMATION

1. BIDDER CONTACT WITH THE CHA: The Procurement Specialist identified below is the sole

point of contact regarding this solicitation from the date of issuance until the selection of the

successful Bidder. CHA contact information:

David Martin, Procurement Specialist

Chicago Housing Authority

60 East Van Buren Street, 8th Floor

Chicago, Illinois 60605

Phone (312) 786-3260

Email: DPMartin@thecha.org

2. PRE-BID MEETING: Thursday, December 11, 2025, at 9:30 AM CT, CHA encourages all

interested firms to attend the Pre-Proposal Meeting. Real-time online viewing is available. To

view the Pre-Proposal Meeting online visit: https://msteams.link/ZCCV

3. QUESTIONS must be submitted in writing via the Supplier Portal https://supplier.thecha.org

no later than 3:00 PM CT on Monday, December 15, 2025. Questions received about this

solicitation after the deadline above may not be answered. The Authority reserves the right, at

its sole discretion, to respond to questions received after the deadline.

4. BID DUE DATE AND TIME: Tuesday, December 30, 2025, at 1:00 PM CT. No bids will be

accepted after the date and time above, at which time all bids received will be publicly opened

and read aloud. Failure to submit bid documents in the required quantity and properly executed

shall result in the bid being deemed non-responsive and rejected by the CHA for further

consideration.

5. ELECTRONIC SUBMISSION OF SEALED BIDS: Sealed bids may be submitted electronically

via the CHA Supplier Portal at: https://supplier.thecha.org. Electronic bid submissions are to

be submitted once. Each Submittal section of the electronically submitted bid shall be labeled

and separated into a different file as described in Section II. Instructions for Bidders.

FACSIMILE AND E-MAIL TRANSMITTED BIDS WILL NOT BE ACCEPTED.

There is no maximum file capacity size when uploading attachments in the Supplier

Portal. If an error message is received that states “Maximum size is 50” while uploading

an attachment in the Supplier Portal, that error message refers to the file naming size.

The file name cannot be more than 50 characters.

6. BID OPENING: Tuesday, December 30, 2025, at 1:00 PM CT. Bidders may access the bid

opening via this link https://msteams.link/MV3M

7. ADDENDA: Any interpretations, corrections, or changes to the solicitation will be made by

addenda issued by the CHA. Any addenda issued will be provided to all prospective Bidders

and posted on the CHA’s website at: www.thecha.org. It is the responsibility of the Bidder to

inquire of the issuance of any addenda. If the CHA determines this solicitation should be

modified, it will inform all prospective Bidders by distributing addenda to this solicitation before

the date for receipt of bids. The CHA reserves the right to issue addenda to correct, modify

and amend this Invitation for Bid. Bidders shall acknowledge receipt of all addenda in the

Invitation for Bid.

IFB Event No. 3317– CHA ITS-Fresh Services

REMAINDER OF THIS PAGE INTENTIONALLY LEFT BLANK

SCOPE OF SERVICES

The Chicago Housing Authority (CHA) Information Technology Services (ITS) department seeks

to renew its Freshservice subscription for a three-year base with two optional years, starting

February 5, 2026 – February 4, 2029. Renewal of this subscription will enable CHA to maintain

a single platform for asset tracking and inventory management, while ensuring uninterrupted

ticketing and IT support operations. It also secures access to ongoing software updates, security

enhancements, and vendor support, which are essential to maintaining system stability and

compliance.

The ITS Department actively uses the Freshservice Helpdesk system to manage service

requests, asset tracking, and IT support processes. Since deployment, the platform has

streamlined ticketing workflows, improved tracking of hardware and software assets, and

enhanced collaboration across IT and non-IT departments. The continuation of this subscription

is critical to sustaining these operational efficiencies and supporting CHA’s broader IT

modernization efforts.

Fresh Service Enterprise Plan

• IT Agents (55)

• Business Agents (25)

• Service Bot with Virtual Agent on

Microsoft Teams

• Support Portal

• Incident Management

• Occasional Agents

• Manage Service Provider

• SLA Management

• Service Catalog

• Project Management

• Change Management

• Release Management

• Workload Management

• Sandbox

• Barcode reader

• Asset Pack (10)

• Contract Management 

•  Status Page

• Alert Management

• Service Health Monitoring

• Major Incident Management

• Business Agents License

• Workspaces

• Employee Offboarding

• Analytics Pro

• Workflow Automator

• Tags

• Business Rules

• 20,000 Orchestration transactions

Packs/account/month

• Time Tracking

• Team Dashboards

• Priority Matrix

• Custom Objects

• Single Sign-On

• IP Range Restrictions

• Audit Logs

• Knowledge Base

• 24/7 Email Support

• Link the assets with POs/Contracts

• Problem Management

• Software License Management

• Custom Objects

• Auto Discovery

• IT Inventory Management

• Status Page

IFB Event No. 3317– CHA ITS-Fresh Services

INSTRUCTIONS AND SUBMITTAL REQUIREMENTS FOR BIDDERS

The Bid Submittal must include the following documents:

• Fee Proposal Form

• Insurance Certificate(s)

• Contractor’s Affidavit

• Contract Compliance Certification

• Utilization Plan

• Letter of Intent for MBE/WBE/DBE and/or HUD Section 3 Subcontractors

• Representations Certifications and Other Statements of Bidders, HUD 5369-A Form

• General Conditions for Non-Construction Contracts, HUD 5370-C Form

• Certification of Payments to Influence Federal Transactions, HUD-50071 Form

• Economic Disclosure Statement

DOCUMENT FORMAT: These pages and other documents must be in the following form:

i. Enter Bidder’s name in the space provided on Page 1 of this IFB; and

ii. Submit ONE (1) ORIGINAL COPY of the “Bid Submittal” form comprising all pages (including the

Bidder’s completed BF pages for Sections VII and VIII). PLEASE NOTE: Each page in the

original copy shall bear an original (not photocopied) signature; and

iii. Submit ONE (1) ORIGINAL of all required MBE/WBE/DBE and HUD Section 3 documents; and

iv. Submit ONE (1) ORIGINAL of all other required bid documents; and

v. Acknowledge receipt of any addenda issued.

Failure to submit the documentation set forth above in Section II(A)(i)-(v) may result in the bid package

being deemed non-responsive and therefore ineligible for award.

BUSINESS LICENSE and PERMIT:

The successful Bidder(s) shall obtain and pay for all required permits (if applicable), certificates, and

licenses for the performance of the services specified herein. Bidders shall post all notices required by

law, and shall comply with all applicable laws, ordinances, and regulations which may affect their

performance.

BID SECURITY: [X] Not Required

Each Bid must be accompanied by a Bid Bond in the amount of __N/A_____ of the total amount of the

Bid submitted or a certified check in the same amount, payable to the "Chicago Housing Authority", (the

"CHA"). If the Bid and Bid Security have not been received by the CHA prior to the time of the Bid

opening, the Bid will not be considered. Checks from unsuccessful Bidders will be returned as soon as

practicable after the opening of Bids.

REMAINDER OF THIS PAGE INTENTIONALLY LEFT BLANK

IFB Event No. 3317– CHA ITS-Fresh Services

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

Event 3317: (IFB) Freshservice ITS

Attachment Preview

See also