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SaaS Customer Support Platform Implementation

Active

State & Local

Response Deadline08/25/2026, 04:59:00 AM UTC

Contract Overview

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

AI Contract Overview

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The contract seeks the deployment and configuration of a cloud-based ticketing system designed to manage approximately 7,200 annual public inquiries, requiring seamless integration with existing enterprise tools including Avaya communication platforms, the Microsoft Suite, and the OIG website. The solution must support scalable, secure, and efficient handling of customer service requests across multiple channels, ensuring reliable data flow and user experience consistency. The system will be implemented to enhance operational responsiveness and streamline the processing of inquiries for the Massachusetts Office of the Inspector General. The work is classified as a subcontract under NAICS code 518210, with performance based in Boston, Massachusetts, and a response deadline of August 25, 2026. All proposals must demonstrate technical capability to deliver a fully functional, integrated platform that meets the agency’s requirements for uptime, data security, and user support. The system will need to be configurable, maintainable, and capable of adapting to evolving inquiry patterns without requiring significant re-architecture. No specific set-aside criteria are indicated, and the procurement is open to qualified subcontractors able to meet the technical and operational demands specified.

General Info

Deploy cloud-based ticketing system integrated with Avaya, Microsoft, and OIG website for 7,200 annual inquiries in Boston by August 25, 2026.

Agency

Massachusetts → MAOIG - Office of the Inspector GeneralView Agency

NAICS

518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related ServicesView NAICS

Place of Performance

Boston, MA, 02108, US

Set-Aside

NONE

Documents

(0)

No documents available

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Timeline

PostedAug 4

subcontract

Response DeadlineAug 25

Submission deadline

Response Deadline

08/25/2026, 04:59:00 AM UTCin 18 days

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Organization & Contact Information

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AgencyMassachusetts → MAOIG - Office of the Inspector General

ContactsNo contacts available

OfficeN/A

Organization / Agency

Massachusetts → MAOIG - Office of the Inspector General

View Agency Profile

Office AddressN/A

ContactsNo contact information available

Full Description

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Deployment and configuration of a cloud-based ticketing system to manage ~7,200 annual public inquiries with integration into Avaya, Microsoft Suite, and OIG website.

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