27SEPRLS3 | Problem Resolution System Complaint Resolution Assistance | RFR

The Massachusetts Department of Elementary and Secondary Education is seeking a vendor to provide temporary support to the Problem Resolution System Office by investigating state complaints from intake to resolution under the oversight of the department. This solicitation, identified as BD-27-1026-DOE02-DOE01-133339, requires responses by September 24, 2026. The selected vendor must adhere to the Commonwealth of Massachusetts Standard Contract Form and comply with specific procurement guidelines, including digital accessibility standards and Criminal Offender Record Information background checks for personnel working in educational settings. The contract incorporates various state mandates, including the Small Business Purchasing Program and Supplier Diversity Program, which prioritize eligible small businesses that meet best value criteria. Vendors are required to provide prompt payment discounts unless a hardship is proven and must comply with intellectual property rights terms that assign ownership of deliverables to the agency. Additionally, any information technology components must align with the Enterprise Information Security Policies and Standards set by the Executive Office of Technology Services and Security. All submissions and communications are managed through the COMMBUYS system.