This Solicitation opportunity from Massachusetts was posted on August 4, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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ITS60 RFQ for Saas Customer Support System

Closed

BD-27-1059-MAOIG-MAOIG-132087State & Local

Submission Closed08/25/2026, 04:59:00 AM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 561422

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Solicitation # EV00000990

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in 2 days

AI Contract Overview

The Massachusetts Office of the Inspector General (OIG) is seeking a qualified vendor to provide a web-based Software as a Service (SaaS) customer service and ticketing platform for its Learning and Development Division. This invitation-only solicitation, identified as RFQ 2027.02 (Bid Number BD-27-1059-MAOIG-MAOIG-132087), requires a centralized, omnichannel portal capable of managing public-facing inquiries received via telephone, email, and web forms, with the ability to route requests to at least two different groups. Key functional requirements include automatic ticket lifecycle tracking, configurable data collection forms, real-time reporting dashboards, and integrations with Microsoft Office Suite, the Avaya phone system, and REST APIs for AI chatbot and Power BI connectivity. The contract is governed by the Commonwealth Terms and Conditions and the master OSD contract for ITS60. Security is a critical priority, requiring FedRAMP authorization, U.S.-based data residency, Multi-Factor Authentication, Single Sign-On, and compliance with Commonwealth of Massachusetts and CJIS security standards. The OIG intends to award the contract based on the best overall value, evaluating vendors on product specifications, implementation and training plans, cost, qualifications, and public sector references. The anticipated award date is October 12, 2026, with a preferred contract term of three years and optional renewal periods. Pricing must be submitted as separate line items for implementation, training, support, and licensing.

General Info

Massachusetts seeks SaaS customer support system via RFQ, deadline August 25, 2026, for Boston-based cloud solution.

Agency

Massachusetts → MAOIG - Office of the Inspector General

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Boston, MA, 02108, USA

Set-Aside

NONE