RFR 2026.02 Case Management

The Commonwealth of Massachusetts Office of the Inspector General (OIG) is soliciting responses through Request for Responses (RFR) 2026.02 for a cloud-based, Software-as-a-Service (SaaS) Integrated Case Management System aimed at modernizing and centralizing the agency’s investigative and administrative workflows. The system is intended to replace the existing on-premises Time Matters platform, supporting complaint intake from multiple channels, task management, investigative case tracking, and cross-divisional reporting to improve operational efficiency, business continuity, and collaborative decision-making. Key functionalities required include Single Sign-On with Microsoft Entra ID and multi-factor authentication, automated data population from emails and forms, audit logging, advanced analytics, and compliance with FedRAMP certification and WCAG 2.1 AA accessibility standards. The system must store data exclusively in the continental United States, ensure data encryption in transit and at rest, and feature role-based access controls. Vendors are required to perform a full migration of active and historical data, configure the system, and provide comprehensive training to OIG staff. The contract term includes a five-year base period starting March 15, 2026, with two optional one-year extensions. Submissions must be made electronically by January 7, 2026, exclusively via email to the Chief Fiscal Officer, Marcelle Payen, with no alternative submission methods accepted. Proposals must include detailed technical approach and cost proposals, vendor qualifications demonstrating at least five years of relevant experience, references including government clients, and signed certifications such as a W-9 and Contractor Authorized Signatory Listing Form. Pricing is captured on Attachment A – Price Response Sheet, allowing vendors to propose either rate-based or flat fee structures. Evaluation criteria weigh technical approach and implementation equally at 40% each, cost at 15%, and vendor experience at 5%, with award determined on best overall value, not lowest price. Unique contractual requirements include strict data confidentiality governed by Massachusetts law, prohibition on using OIG data for AI training without explicit consent, mandatory cybersecurity incident reporting under EOTSS IS.009 policy, and full ownership of deliverables by OIG. Payments will be made by Electronic Funds Transfer following completion of authorization forms, and invoices must adhere to the provided sample invoice template. The OIG retains sole authority for inspection and acceptance of system delivery, which may involve remote validation. Vendors should be prepared for live demonstrations of system capabilities if shortlisted. The contract incorporates Commonwealth Standard Contract terms and conditions, emphasizing security, data protection, and vendor compliance with all specifications.