RFP # R00B7600009 Child Care Call Center and Administration Services
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BPM058514State & Local
Response Deadline
Contract Overview
Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.
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The Maryland State Department of Education is soliciting a qualified service provider to manage the Child Care Scholarship program's customer service and administration. The selected contractor will be responsible for eligibility determinations, case management, provider payment administration, accounts processing, and audit and compliance functions. To support these operations, the contractor must provide all necessary staffing and technology, including a case management solution and call center telephony. The contract is structured with a three-year base period and two one-year option periods, with a five-year planning amount of 62.5 million dollars, excluding optional work.
Performance must occur within the continental United States, with a primary operational location within a 50-mile radius of the MSDE headquarters in Baltimore, Maryland, or via a hybrid model. The award will be based on the most advantageous proposal, with technical and financial factors weighted equally. Technical evaluation focuses on the work and staffing plan, qualifications, AI and automation strategies, and economic benefits to the state. The procurement includes specific goals for Minority Business Enterprise and Veteran-owned Small Business Enterprise participation. Additionally, the contractor must ensure all IT solutions comply with WCAG 2.A and AA accessibility standards and maintain strict data security and privacy protocols.
General Info
MSDE seeks a provider to manage Child Care Scholarship administration and customer service.
PDF, High priority: read this first4 pages · reference-checks
HighAI Summary for Attachment L Reference Checks April 2024: Attachment L Reference Checks document effective April 2024 requests one or more customer references to document the Bidder/Offeror's ability to provide goods or services specified in the solicitation. References may also fulfill Minimum Qualifications per Section 1 of the IFB/RFP. Each reference must be from a customer served within the timeframe in Section 3, Table A, and include detailed contact and project information. The Procurement Officer may verify references and determine responsibility, potentially rejecting bids with insufficient references. The document provides structured fields for up to three references and allows additional pages for more references.
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DOCX, High priority: read this first3 pages · past-performance
HighAI Summary for Attachment Q - Labor Resume Form: A standardized labor resume template used by offerors to document how proposed personnel meet the minimum education, experience, and duty requirements for specific labor categories. It includes sections for education, relevant work experience, employment history, and references.
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PDF, High priority: read this first1 page · specifications
HighAI Summary for MSDE RFP76000009 Exhibit 5 - Customer Service Expectations: This document is Exhibit 5 of RFP76000009 for the Maryland State Department of Education. It outlines the agency's customer service overview and defines six specific goals for improving responsiveness, employee training, processing times, online service availability, information accuracy, and social media engagement.
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PDF, High priority: read this first3 pages · specifications
HighAI Summary for MSDE RFP R00B76000009 Appendix 5 - VSBE Participation Goal: Appendix 5 of RFP R00B76000009 for Child Care Customer Service and Administration, effective July 2024. It outlines the requirements and procedures for meeting Veteran-Owned Small Business Enterprise (VSBE) participation goals, including outreach requirements, documentation via Attachment E, and reporting obligations for prime contractors.
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PDF, High priority: read this firstwage-determination
HighAI Summary for MSDE RFP R00B76000009 - Appendix 6 Living Wage Requirements: Appendix 6 of RFP R00B76000009 for Child Care Scholarship Customer Service and Administration, effective July 2024. It outlines the Maryland Living Wage requirements for state service contracts over $100,000, defining Tier 1 and Tier 2 jurisdictions and the contractor's responsibility to comply with wage rates and reporting. It specifies that the contract is determined to be a Tier 1 Contract and notes that wage increases cannot be passed on to the State.
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PDF, High priority: read this first20 pages · contract-document
HighAI Summary for MSDE RFP R00B76000009 Childcare Scholarship Customer Service - Exhibit 2 Sample Contract: This document is Exhibit 2, a Sample Contract for the Maryland State Department of Education (MSDE) solicitation R00B76000009 regarding Childcare Scholarship Customer Service and Administration. It outlines the legal framework, definitions, scope of contract, period of performance (including renewal options), and payment terms that will govern the agreement between the State of Maryland and the selected Contractor.
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PDF, High priority: read this first3 pages · sow
HighAI Summary for MSDE RFP R00B76000009 Professional Services Supplemental: Professional Services Supplemental for MSDE RFP R00B76000009 (Childcare Scholarship Customer Service and Administration), effective July 2024. This document outlines critical security requirements, including employee identification, mandatory CJIS criminal background checks, and on-site security protocols. It also addresses personnel substitution rules and the requirement for a Location of the Performance of Services Disclosure.
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PDF, High priority: read this first39 pages · q-and-a
HighAI Summary for MSDE RFP R00B7600009 Amendment 3 Partial Q&A: A partial Questions and Answers document associated with Amendment 3 for RFP R00B7600009. It provides clarifications on workload volumes, staffing models, SLA measurements, transition responsibilities, minimum qualifications, and system integrations for the Maryland State Department of Education (MSDE).
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PDF, High priority: read this first2 pages · specifications
HighAI Summary for MSDE RFP R00B7600009 Appendix 2 Price Form Instructions: This document provides detailed instructions for Offerors on how to complete the Price Form (Attachment B) for the Maryland State Department of Education (MSDE) RFP R00B7600009 regarding Child Care Scholarship Customer Service and Administration. It specifies requirements for pricing formats, rounding, fully loaded rates, and the necessity of using the provided Excel form without alterations to avoid disqualification. Effective date is July 2024.
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PDF, High priority: read this first4 pages · specifications
HighAI Summary for MSDE RFP R00B7600009 Appendix 4 - MBE Participation Goal: Effective July 2024, this document outlines the Minority Business Enterprise (MBE) participation goals and requirements for RFP R00B7600009 (Child Care Scholarship Customer Service and Administration). It details the mandatory submission of Attachment D-1A, the process for requesting waivers via Attachment D-1B and D-1C, and the post-award documentation requirements. Failure to submit the required MBE forms may result in the proposal being rejected as non-responsive.
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PDF, High priority: read this first2 pages · specifications
HighAI Summary for MSDE RFP R00B7600009 Appendix 8 Economic Benefit Factors: Appendix 8 of RFP R00B7600009 for Child Care Scholarship Customer Service and Administration, effective July 2024. This document provides instructions for offerors to detail the economic benefits accruing to the Maryland economy as a result of the contract, including requirements for narrative descriptions, contractual commitments, and reporting of benefit attainment.
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XLSX, High priority: read this first10 pages · specifications
HighAI Summary for MSDE RFP R00B7600009 Attachment B - Financial Proposal: This document is the Financial Proposal template (Attachment B) for RFP R00B7600009, regarding MSDE Child Care Scholarship Customer Service and Administration. It contains detailed pricing matrices for base years 1-3 and option years 4-5, including line items for case management, fraud and violation units, administrative hearings, and specific unit rates for AI/RPA automation tools and agile sprints.
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XLSX, High priority: read this first7 pages · supporting-documents
HighAI Summary for MSDE RFP R00B7600009 Attachment P - Prime Contractor List of Subs: Attachment P for solicitation R00B7600009, dated February 2026, provides instructions and forms for the Prime Contractor to list all anticipated and actual subcontractors. It specifically focuses on tracking MBE, VSBE, and CSB certifications and participation goals for the State of Maryland.
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PDF, High priority: read this first11 pages · supporting-document
HighAI Summary for MSDE RFP R00B7600009 Attachment Y - Data Use Agreement: This document is Attachment Y, a Data Use Agreement between the Maryland State Department of Education (MSDE) and a Contractor for the Child Care Scholarship Customer Service and Administration project. It establishes the legal framework for the processing, confidentiality, privacy, and security of Personal Information (PI) in compliance with the Protection of Information by Government Agencies (PIGA) provisions of the State Government Article of the Annotated Code of Maryland. The agreement defines key terms such as Personal Information, Processor, and Sub-Processor, and outlines the permitted uses, disclosure restrictions, and security duties of the Contractor regarding sensitive data.
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PDF, High priority: read this first1 page · rfp
HighAI Summary for MSDE RFP R00B7600009 - Child Care Scholarship Customer Service and Administration: A portion of the Request for Proposals (RFP) from the Maryland State Department of Education (MSDE), solicitation # R00B76000009, for Child Care Scholarship Customer Service and Administration. This specific excerpt (page 13) details contractor requirements regarding communication standards (4th grade reading level and plain language compliance), approval processes for public-facing materials, subcontractor qualification maintenance, and the introduction of functional, technical, and operational service level requirements.
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PDF, High priority: read this first64 pages · rfp
HighAI Summary for MSDE RFP R00B7600009 - Child Care Scholarship Customer Service and Administration: Request for Proposals (RFP) issued by the Maryland State Department of Education (MSDE) on August 21, 2026, for Child Care Scholarship Customer Service and Administration. The solicitation seeks a contractor for a 3-year base period with two 1-year options. Key dates include a pre-proposal conference on September 14, 2026, and a proposal due date of October 2, 2026. The document includes a scope of work, MBE/VSBE subcontracting goals, and submission instructions via eMaryland Marketplace Advantage (eMMA).
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PDF, High priority: read this firstspecifications
HighAI Summary for MSDE RFP R00B7600009 Child Care Scholarship Customer Service - Exhibit 4 System Drawings: Exhibit 4 of RFP R00B76000009, detailing the system architecture for the MSDE Child Care Scholarship Customer Service solution. It includes high-level architecture for family and provider portals, unified integration diagrams involving Salesforce and cloud infrastructure, and the current-state architecture of the legacy CCATS platform as of 6/5/2026.
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PDF, High priority: read this firstrfp
HighAI Summary for MSDE RFP R00B7600009 - Evaluation and Selection Process: This document outlines the evaluation and selection process for Solicitation # R00B7600009 regarding Child Care Scholarship Customer Service and Administration for the Maryland State Department of Education. It details the technical evaluation criteria (including staffing plans, AI/automation plans, and economic benefits) and the financial proposal ranking process.
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PDF, High priority: read this first1 page · specifications
HighAI Summary for MSDE RFP R00B7600009 - IT Supplemental SLA: This document outlines the Service Level Agreements (SLAs) for the Child Care Scholarship Customer Service and Administration contract (R00B7600009). It specifies performance measurements and financial credits for data breach notifications, monthly SLA report delivery, call center responsiveness, and customer satisfaction (CSAT) survey rates.
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PDF, High priority: read this first1 page · rfp
HighAI Summary for MSDE RFP R00B7600009 - Minimum Qualifications: This document outlines the minimum qualifications for offerors responding to Solicitation # R00B76000009 for Child Care Scholarship Customer Service and Administration for the Maryland State Department of Education. It specifies requirements for cumulative program experience in public assistance/human services, experience with paperless case management systems, and demonstrated compliance with state and federal cybersecurity and PII standards.
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PDF, High priority: read this first1 page · rfp
HighAI Summary for MSDE Solicitation # R00B7600009: Child Care Scholarship Customer Service and Administration: Request for Proposals (RFP) from the Maryland State Department of Education (MSDE) for Child Care Scholarship Customer Service and Administration. The solicitation specifies a closing date of October 2, 2026, a hybrid contract type (Firm Fixed Price and IDIQ), and a duration of a 3-year base period with two 1-year options. It includes specific MBE (20%) and VSBE (5%) subcontracting goals.
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PDF, High priority: read this first3 pages · specifications
HighAI Summary for MSDE Supplemental Information Technology Requirements - Accessibility: This document outlines the supplemental accessibility requirements for information technology products and services procured by the Maryland State Department of Education (MSDE). It mandates compliance with WCAG 2.1 Level AA, the Americans with Disabilities Act, and other state and federal laws. Key requirements include the delivery of accessible materials, the submission of Voluntary Product Accessibility Templates (VPAT), and mandatory annual accessibility compliance audits.
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PDF, High priority: read this first41 pages · sow
HighAI Summary for R00B7600009 Child Care Scholarship Customer Service - IT Supplemental: This IT Supplemental document for solicitation R00B7600009 (Child Care Scholarship Customer Service and Administration) outlines the specific requirements for deliverables, submission processes, and acceptance criteria. It includes detailed quality standards for deliverables and a Deliverables Summary Table specifying key requirements such as the Integrated Project Schedule, Transition-In Plan, Emergency Preparedness and Business Continuity Plan, Problem Escalation Procedure, Security Plan, and Monthly SLA Performance Reports.
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PDF, High priority: read this first4 pages · amendment
HighAI Summary for RFP R001876000009 Child Care Call Center and Administration Services - Amendment No. 2: Amendment No. 2 dated September 16, 2026, for RFP R001876000009. It provides notification of a new proposal submission deadline of October 16, 2026, includes missing attachments (L, M, N) and a No Bid Form, and provides minutes and the attendee list from the September 14, 2026, pre-proposal conference.
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PDF, High priority: read this first1 page · amendment
HighAI Summary for RFP R00B76000009 Addendum 1 - Exhibit 4: Addendum No. 1 dated September 3, 2026, for RFP R00B76000009 (Child Care Call Center and Administration Services). This document serves to provide Exhibit 4 – System Diagrams, which was previously omitted from the original solicitation. Vendors are required to acknowledge this addendum with their proposal.
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PDF, High priority: read this first1 page · amendment
HighAI Summary for RFP R00B76000009 Amendment 03 - Child Care Call Center and Administration Services: Amendment No. 3 dated October 1, 2026, for RFP R00B76000009 regarding Child Care Call Center and Administration Services. This amendment provides partial Q&A, revised minimum qualifications, updated financial proposal forms, new labor resume forms, and updated MBE/VSBE documentation. Crucially, it extends the proposal due date to November 6, 2026, at 2 pm.
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PDF, High priority: read this first1 page · amendment
HighAI Summary for RFP R00B76000009 Amendment 05 - Child Care Call Center and Administration Services: Amendment No. 5 dated October 19, 2026, for RFP R00B76000009 regarding Child Care Call Center and Administration Services. This document notifies offerors of the publication of remaining Q&A, confirms the proposal due date of November 6, 2026, and provides tentative scheduling for virtual oral presentations during the week of November 30th.
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PDF, High priority: read this first1 page · amendment
HighAI Summary for RFP R00B76000009 Amendment 4 - Child Care Call Center and Administration Services: Amendment No. 4 dated October 7, 2026, for RFP R00B76000009 (Child Care Call Center and Administration Services). This document notifies bidders of the publication of partial Questions and Answers and requires vendors to acknowledge the addendum within their proposal.
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PDF, High priority: read this first13 pages · q-and-a
HighAI Summary for RFP R00B76000009 Amendment 5 Q and A: This document contains a series of questions and answers related to RFP R00B76000009 for MSDE. It provides critical operational data including call center volumes (approx. 4,000 weekly calls), document volumes (4.5 million PDFs/images), transition inventory details, and specific sampling methodologies for provider audits.
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PDF, High priority: read this firstamendment
HighAI Summary for RFP R00B76000009 CCS Customer Serv - Amendment 6 Cover Sheet: Amendment 6 for the Child Care Call Center and Administration Services solicitation. This document serves as a cover sheet notifying bidders of clarified evaluation criteria and a revised page 59. It requires a formal acknowledgment signature from the vendor.
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PDF, High priority: read this first9 pages · q-and-a
HighAI Summary for RFP R00B76000009 Questions and Answers: A formal Questions and Answers (Q&A) document for RFP R00B76000009 issued by the Maryland State Department of Education (MSDE). It provides clarifications on operational requirements, including call center performance, audit methodologies for CCS providers, voicemail volumes, complaint resolution timelines, fraud alert volumes, and training session expectations.
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PDF, High priority: read this first3 pages · specifications
HighAI Summary for RFP R00B7600009 - Exhibit 6 Informational Data: Exhibit 6 of RFP R00B7600009 provides historical and projected informational data for Child Care Customer Service and Administration. It includes detailed statistics for Fiscal Years 2024-2026 regarding application volumes, priority category breakdowns, provider counts, waitlist data, and monthly invoice processing values.
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PDF, High priority: read this firstspecifications
HighAI Summary for RFP R00B7600009 Exhibit 6 - Informational Data: Exhibit 6 of RFP R00B7600009 provides historical and projected informational data for Child Care Customer Service and Administration. It includes volume metrics for applications, redeterminations, and interim changes for FY 2024-2026, priority category breakdowns, provider counts, waitlist statistics, and monthly invoice processing data.
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PDF, Low priority2 pages · vendor-feedback-form
LowAI Summary for Attachment 1: No Bid/Proposal Notice/Vendor Feedback Form: A standardized feedback form (effective July 2024) used by the State of Maryland to collect data from vendors who choose not to bid on a solicitation or wish to provide suggestions to improve the procurement process.
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PDF, Low priority2 pages · past-performance
LowAI Summary for Attachment M - List of Current or Prior State Contracts: Attachment M provides a template for bidders/offerors to list all current or prior contracts with the State of Maryland within the last five years. It requires details such as the contracting entity, contract description, value, term, and contact information for the State employee overseeing the contract. This information is used by the Procurement Officer to assess the responsibility and past performance of the bidder/offeror as part of the solicitation evaluation criteria. The document is effective as of July 2024.
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PDF, Low priority2 pages · legal-action-summary
LowAI Summary for Attachment N Legal Action Summary July 2024: Attachment N Legal Action Summary effective July 2024 is a form used in solicitations to disclose any legal actions or potential claims against a bidder or offeror. It requires statements about current legal actions, settled or closed claims within the past five years, judgments within the past five years including court details, and any ongoing litigation where disclosure is restricted by court order. The document is structured as a checklist with spaces for brief descriptions and relevant details.
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PDF, Low priority3 pages · supporting-documents
LowAI Summary for MSDE RFP R00B76000009 Appendix 1: Abbreviations and Definitions: This document is Appendix 1 of RFP R00B76000009 for Childcare Scholarship Customer Service and Administration, issued by the Maryland State Department of Education (MSDE) with an effective date of July 2024. It provides a comprehensive list of abbreviations and definitions used throughout the solicitation, including terms related to AI, PII, PHI, and state-specific procurement roles.
LowAI Summary for MSDE RFP R00B7600009 Child Care Scholarship Customer Service - Exhibit 3 DPAF: A Deliverable Product Acceptance Form (DPAF) for the Maryland State Department of Education's Child Care Customer Service and Administration RFP (R00B76000009). This document serves as a template for the contract monitor to formally accept or reject specific project deliverables.
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PDF, Low priority2 pages · special-notice
LowAI Summary for R00B76000009 Childcare Scholarship Customer Service - Exhibit 1 Socioeconomic: Effective July 2024, this document provides the MBE, VSBE, and SBR Research Factors Template for solicitation R00B76000009. It outlines the research conducted by the State to determine expected participation levels for Minority Business Enterprises and Veteran-owned Small Business Enterprises, listing specific NAICS and UNSPSC codes and the number of certified firms available in Maryland.
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The Maryland State Department of Education (MSDE) seeks a qualified service provider to deliver Child Care Scholarship (CCS) Customer Service and Administration functions, including eligibility determinations, case management, provider payment administration and accounts processing, customer service, and audit and compliance functions for the CCS program. The Contractor shall provide all staffing, operations, and supporting technology — including call center telephony, computers, and a case management solution — necessary to perform these functions. Procurement Goals: MBE: 20.00, VSBE: 5.0
