26EHSPMMHPROBSS MassHealth Provider Operations Business Support Services RFR

The Executive Office of Health and Human Services (EOHHS) of Massachusetts has issued a Request for Responses (RFR) to contract business support services for MassHealth provider operations. The scope of work encompasses comprehensive support functions including provider enrollment and revalidation, provider communications, contact center operations, document management, and other related operational services. The contractor will be responsible for the full lifecycle management of these services, involving system design, development, deployment, maintenance, testing, and compliance with a variety of technical, security, and accessibility standards such as NIST 800.53/800.66, HIPAA, Mass.gov web accessibility guidelines, and the EOTSS Information Security Policies. Deliverables require detailed documentation, rigorous testing including user acceptance testing (UAT), and adherence to strict quality assurance protocols under the oversight of EOHHS project management. The contract term spans an initial implementation phase beginning October 1, 2026, followed by a five-year operational period starting July 1, 2027, with options to extend up to two additional years, concluding no later than June 30, 2034. Performance must be primarily located in Massachusetts, with in-person presence required at EOHHS offices in Boston and Quincy, while some remote work may be allowed with approval. The contract value ranges between approximately $6.37 million and $9.67 million, including implementation costs. Proposal evaluations will weigh both technical merit—focusing on methodology and responsiveness—and cost competitiveness, with award decisions based on best value rather than lowest cost alone. Key personnel are subject to pre-approval, turnover limitations, and mandatory background screening, alongside robust training requirements covering HIPAA compliance, data security, cultural sensitivity, and abuse reporting. The contract includes stringent conflict-of-interest provisions, data confidentiality requirements, affirmative participation in supplier diversity programs with a mandatory minimum 1% spend on certified diverse businesses, and compliance with accessibility and policy monitoring mandates. Payment and invoicing are governed by Commonwealth policies, with electronic funds transfer required, and deliverables are subject to acceptance and inspection primarily at EOHHS facilities. The procurement process requires electronic submission through COMMBUYS by June 18, 2026, following detailed instructions on proposal formatting and content organization.