THE COMMONWEALTH OF MASSACHUSETTS

EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES

MASSABILITY

40 BROAD ST., BOSTON, MASSACHUSETTS, 02109

Request for Response (RFR)

MassAbility Pay

COMMBUYS Bid #:

BD-27-1071-AO-02021-133208

Agency Doc #: MassAbility Pay 26-V01

RELEASE DATE: Wednesday, September 9, 2026

Please Note: This is a single document associated with a complete Bid (also referred to as Solicitation) that can be found on COMMBUYS (www.COMMBUYS.com). All Bidders are responsible for reviewing and adhering to all information, forms, and requirements for the entire Bid, which are all incorporated into the Bid. Bidders may also contact the OSD

Helpdesk at osdhelpdesk@mass.gov or the OSD Helpdesk line at 1-888-MA-STATE. The

Helpline is staffed from 8:00 AM to 5:00 PM Monday through Friday Eastern Standard or

Daylight time, as applicable, except on federal, state and Suffolk County holidays.

http://www.commbuys.com/ mailto:osdhelpdesk@mass.gov

PROCUREMENT CALENDAR & DEADLINE FOR RESPONSES

BIDDER'S CONFERENCE:

DATE & TIME: Monday, September 21, 2026, 10:00 am EST

LOCATION: Zoom Meeting Link:

Join Zoom Meeting https://mass-gov-massability.zoom.us/j/92541432408

CONTACT INFORMATION

PURCHASING MASSABILITY: MassAbility

PROGRAM DIRECTOR: RACHEL REYES

EMAIL: mby-procurement@mass.gov

COMMBUYS HELP DESK:

OSDHelpDesk@mass.gov | 1-888-627-8283 or 617-720-3197

PROCUREMENT INFORMATION

RFR NAME:

MassAbility Pay for Participant Reimbursements and Service Plan Purchases

ALTERNATE ID (AGENCY DOC): RFR MassAbility Pay 26 -V01

SHORT DESCRIPTION

MassAbility seeks a vendor to implement and manage a MassAbility Pay solution to streamline and modernize the process of procuring items on behalf of program participants’ service plans.

Solutions can be in the forms of some or all the following: digital wallet, pay card options, reimbursement (digital and/or paper checks) or direct to vendor payments.

This Pay solution will enable faster, secure, and trackable financial support while reducing the administrative burden. Internal staff will have access to retrieve transaction data from MassAbility Pay to enter the agency’s case management system, ensuring accurate and timely documentation of participant financial support.

RFR RELEASE DATE: September 9, 2026, 4:00 pm EST

TOTAL PROCUREMENT

PERIOD:

January 1, 2027 – December 31, 2034;

(a five-year initial period, plus one (1) three-year renewal for a total of eight (8) years.)

ACTIVITY CODES Varies

OBJECT CODES M07 and/or other MM object class

ANNUAL TOTAL CONTRACT

VALUE

$15,000,000.00 for the total procurement period.

mailto:mby-procurement@mass.gov mailto:OSDHelpDesk@mass.gov

Meeting ID: 925 4143 2408

One tap mobile +13017158592,,92541432408# US (Washington DC)

+13052241968,,92541432408# US

Join by SIP

• 92541432408@zoomcrc.com

Join instructions https://mass-gov-massability.zoom.us/meetings/92541432408/invitatio ns?signature=EpdjUxFntaJbG7onP2n4KV4zcB2jcoC LcOHmsNgzWxk

MassAbility will provide American Sign Language (ASL) interpretation and Communication Access Real-time Translation (CART) services during the Bidders Conference. If another form of reasonable accommodation is required to allow meaningful access and participation, please email mby-procurement@mass.gov Please note that AI-generated recording tools that record or transcribe a meeting are currently prohibited by the Commonwealth’s Guidelines. The use of these tools may restrict your access to the Conference.

QUESTIONS & ANSWERS

(BIDDER SUBMISSIONS):

DATE & TIME: Wednesday, September 23, 2026 @ 4:00 pm Questions must be submitted to COMMBUYS.

QUESTION & ANSWERS

(MASSABILITY RESPONSES):

DATE & TIME: Monday, October 5, 2026 @ 4:00 pm

EST.

Responses to the questions received via COMMBUYS will be posted on COMMBUYS.

RESPONSE SUBMISSION:

(DEADLINE)

DATE & TIME: Tuesday, October 20, 2026 @ 4:00 pm https://mass-gov-massability.zoom.us/meetings/92541432408/invitations?signature=EpdjUxFntaJbG7onP2n4KV4zcB2jcoCLcOHmsNgzWxk https://mass-gov-massability.zoom.us/meetings/92541432408/invitations?signature=EpdjUxFntaJbG7onP2n4KV4zcB2jcoCLcOHmsNgzWxk https://mass-gov-massability.zoom.us/meetings/92541432408/invitations?signature=EpdjUxFntaJbG7onP2n4KV4zcB2jcoCLcOHmsNgzWxk https://mass-gov-massability.zoom.us/meetings/92541432408/invitations?signature=EpdjUxFntaJbG7onP2n4KV4zcB2jcoCLcOHmsNgzWxk

Vendor should register & submit electronic proposals only to COMMBUYS.

RESPONSE EVALUATION

PERIOD

ESTIMATED TIME FRAME: October 21, 2026 – November 24, 2026.

NOTICE OF AWARD ESTIMATED DATE & TIME: Friday, November 27, 2026, by 4:00 pm EST.

All vendors who respond to this RFR will be notified of the outcome of their submission in COMMBUYS

Bidders are prohibited from communicating directly with any employee of MassAbility regarding this RFR, except as specified in this RFR; and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR. Bidders may email mby-procurement@mass.gov if this RFR appears incomplete and/or if the Bidder is having trouble obtaining any required attachments electronically through

COMMBUYS.

Procurement and Contract Structure

This Request for Response (RFR) incorporates all relevant provisions of 801 CMR

21.00 Procurement of Commodities and Services, the Standard Contract Form and

Instructions, the Commonwealth Terms and Conditions for Human and Social

Services, and Procurement of Commodities and Services the Operational Services

Division (OSD) required specifications for Purchase of Service (POS), and any amendments and/or additions to these documents during the life of this bid. References to MassAbility in this document include all MassAbility offices, programs, and internal departments.

This Request for Response (RFR) is open to vendors that meet the criteria stated in

Section 2.0. This is a competitive bid and only one award will be issued, specified in

Section 11. MassAbility will engage the awarded bidder through a Standard Contract

Form with a Maximum Obligation. Pursuant to 801 CMR 21.07(1)(b), the Procurement

Management Team (PMT) and the awarded Bidder may negotiate additional language that clarifies their understanding of, but does not change, the language of the contract or contract performance identified in the initiating RFR and awarded Bidder’s response.

These clarifications may provide a more detailed description of the language in an RFR and the response as well as to the terms and the meaning of terms in the applicable

Commonwealth Terms and Conditions and the Standard Contract Form. Clarifications may only expound and illustrate MassAbility’s and the contractor’s understanding regarding their respective contract responsibilities. Clarifications may not be used to have the effect of negating, modifying, or replacing language in the applicable

Commonwealth Terms and Conditions and the Standard Contract Form.

MassAbility will establish a maximum obligation, cost reimbursement contract with the awarded bidder based initially upon the budget proposal submitted in their bid. Over the life of the contract, funding levels may be modified based on the number of participants that are referred to the program and the assessed needs of those individuals.

Proposals will be reviewed and scored by a Proposal Review Team composed of

MassAbility. This is a standard RFR. Awarded Bidder must receive written authorization prior to delivering services under this RFR.

Estimated Total Value of Procurement: $15,000,000.00 (contingent on the availability of state/federal funds). All services in this RFR are subject to appropriation. Should funding levels be adjusted significantly, MassAbility may seek contractor re-affirmation of its willingness to continue under modified financial and program requirements.

MassAbility will announce such changes by posting a notification in COMMBUYS.

At any time during the duration of the contract, MassAbility may conduct reviews of services procured under this RFR and may consider corrective action, up to and including cessation or termination of all or part of the services covered under the

Contract. Reasons for taking corrective may action include: the contractor has not satisfactorily performed its obligations under the Contract; the contractor is unable to meet licensing or certification standards where applicable; or other issues or circumstances related to the Contractor’s compliance, processes, or deficiencies that may arise. Generally, unless a termination notice has been given pursuant to the

Commonwealth Terms and Conditions for Human and Social Services, the contract is expected to remain in effect for the duration of the procurement but will require an annual renewal. MassAbility reserves the right to make contract awards for a shorter duration when it is in the best interests of individuals, MassAbility, or Commonwealth.

I. Applicable Procurement Law

CHECK

ONE (“X”) TYPE OF PURCHASE APPLICABLE LAWS

☒ GOODS AND SERVICES

MGL C. 7, § 22; C. 30, § 51, § 52; 801

CMR 21.00

HUMAN AND SOCIAL

SERVICES

MGL C. 7, § 22, § 22N; C. 30, § 51, §

52; 801 CMR 21.00; 808 CMR 1.00

☐ LEGAL SERVICES

MGL C. 30, § 51, § 52 AND § 65; C. 7,

§ 22; AND 801 CMR 21.01(2) (B)

☐ GRANTS

MGL C. 7A, § 7; ST. 1986 C. 206, § 17;

815 CMR 2.00

II. Whether Single or Multiple Contractors are Required for Contract(s)

CHECK ONE

(“X”) NUMBER OF CONTRACTORS FOR CONTRACT(S)

SINGLE

CONTRACTOR

MULTIPLE

CONTRACTORS

III. Calendar Rule Type

(“X”)

CALENDAR

RULE TYPE DEFINITION

☒ STANDARD Vendors bid before the Response deadline date.

☐ OPEN

Vendors can bid when RFR is open again on a quarterly basis.

☐ ROLLING

Bidders may submit unsolicited proposals on a continuous basis.

IV. Acquisition Method

CHECK AS MANY

AS APPLY CATEGORY

☒ COST REIMBURSEMENT

☐ UNIT RATE (CH 257)

☐ UNIT RATE (NON-NEGOTIABLE)

☐ UNIT RATE (NEGOTIABLE)

☐ ALL-INCLUSIVE RATE (PROJECT-BASED)

Other: Fee for Service – vendor X will be paid a fee (5%*) for each service rendered during implementation of project

V. Entities Eligible to Use the Resulting Contract

(“X”) ELIGIBLE ENTITIES

☒ Limited User Contract – Restricted to Use by MassAbility Only

Limited User Contract – Restricted to Use by other designated entity:

VI. Expected Duration of Contract:

CONTRACT

DURATION

INITIAL DURATION January 1, 2027, to December 31, 2031

RENEWAL OPTIONS

One (1) three (3) year extension;

contingent on funding availability

TOTAL MAXIMUM DURATION January 1, 2027, to December 31, 2034

MassAbility intends to award a Standard Contract Form to ONE vendor on January 01, 2027, the contract start date.

Funding Provisions

All services provided under this RFR are subject to appropriation and the availability of funds. In the event of a reduction, delay, or reallocation of funding, MassAbility will communicate with Providers as early as practicable and may modify the scope of services, funding levels, or program requirements.

MassAbility may suspend, modify, or terminate a contract, in whole or in part, if the needs of individuals served change such that services can no longer be appropriately provided under the original terms of this procurement, or if other circumstances arise requiring a significant change in services. In such cases, MassAbility will work with the

Provider, to the extent feasible, to support an orderly transition that prioritizes the needs of participants and continuity of services.

(“X”)

☐ Contract will NOT have a Maximum Obligation Amount

☒ Contract will have a Maximum Obligation

(“X”)

WILL FEDERAL FUNDS BE USED TO FUND ANY PART OF

CONTRACT(S)?

☐ No

☒ Yes Up to ~80+%

Any funds designated in the budget that are unspent in any fiscal year will not be available for expenditure in the subsequent fiscal year.

Vendors receiving federal grant funds may be considered sub-recipients for federal grant purposes and will be required to comply with applicable federal requirements, including but not limited to sub-recipient audit requirements under the Uniform Guidance

(2 CFR Part 200).

I. Table of Contents

I. Table of Contents

1. Procurement Introduction

1.1 Scope and Description

1.2 Purpose and Background

1.3 Goals and Objectives

1.4 Definition of Terms

2. Scope of Services

2.1 Program Components

2.2 Training Requirements

2.3 Data Ownership and Contract Transition

2.4 Maintenance and Support

3. Compensation Structure

3.1 Purchasing Service Terms & Conditions

3.2 Additional Purchasing Specifications

3.3 Billing and Invoicing

4. Performance Requirements and Monitoring

4.1 Additional Requirements

4.2 Contract Performance Specifications

4.3 Contract Management

A. Communication with MassAbility

B. Documentation and Record Keeping Requirements

C. Enterprise Information Security Standards and Policies

D. Data Classification

E. Accessibility for IT Solutions

F. Engagement Termination

G. Use of Artificial Intelligence

5. Evaluation Criteria

5.1 Mandatory Minimum Criteria

5.2 Scored Criteria

5.3 Rating Scale

6. Administrative Requirements

A. Submission of Bidder Response

B. COMMBUYS Support

C. Amendments to Bid

D. Alterations

E. Ownership of Submitted Quotes

F. Public Records

G. Requests for Correction or Clarification Terms

H. Debriefings and Appeals

I. Debarment

J. EOHHS Qualification Process

K. Uniform Financial Statements (UFRs)

L. Criminal Offender Record Check (CORI)

M. Privacy and Security

N. Best Value Selection and Negotiation

O. Supplier Diversity Program

7. RFR Attachments

A. Electronic Quote Submission Instructions

B. Required Specifications for POS

APPENDIX 1

II. Procurement Introduction

A. Scope and Description

MassAbility seeks to identify one vendor to provide Implementation of a MassAbility Pay solution for participant reimbursements and purchases. The selected vendor shall develop and maintain MassAbility Pay that facilitates the organization and processing of financial transactions related to participant service plans. This tool will support the administration of multiple federally- and state-funded programs in Massachusetts, including:

• Career Services (formerly Vocational Rehabilitation), with an estimated budget of $1,000,000.00–$2,000,000.00 annually; and

• Home & Community Life, with an estimated budget of up to $1,000,000.00 annually.

MassAbility is committed to supporting individuals to overcome barriers to employment and independent living by providing targeted financial assistance through various programs within their Career Services and Home & Community Life divisions. A critical component of these programs is the provision of timely and accurate reimbursements and payments for eligible expenses incurred by program participants. These payments enable participants to access allowable essential goods and services that directly support their career advancement, skills development, and daily living needs.

Historically, the reimbursement process involved manual handling of paper receipts and manual approval workflows that result in delayed payment cycles, administrative inefficiencies, potential errors, and participant frustration. Additionally, there is a need to be able to purchase items directly from vendors. To address these challenges and improve overall program effectiveness, MassAbility has prioritized the implementation of a modernized MassAbility Pay solution designed to streamline financial support and administrative workflows.

MassAbility expects that the developed product will have the capability to integrate in the future with the agency's successor case management system and must be compatible with Commonwealth of Massachusetts enterprise systems.

B. Purpose and Background

MassAbility is a Massachusetts-based public agency dedicated to improving access to employment, training and education, and supportive services for individuals with disabilities by reducing barriers to available opportunities. MassAbility is seeking to implement a functionality called MassAbility Pay. This new solution must offer streamlined purchasing and reimbursement capabilities for program participants, supporting equitable access to goods and services across a variety of initiatives.

C. Goals and Objectives

The goal of MassAbility Pay is to streamline and improve access to participant services by enabling timely, accurate, and compliant purchasing and reimbursement of eligible goods and services. This includes enhancing user experience, improving administrative efficiency, and ensuring fiscal transparency and accountability across programs within the agency’s Career Services and Home & Community Life divisions. MassAbility Pay is envisioned as a secure, user-friendly, and robust solution that facilitates efficient management of reimbursements and payments.

To achieve this goal, the solution will support digital purchasing, receipt and document submission, budget tracking, secure fund transfers, and robust administrative review and reporting functions. The solution will be accessible to participants, providers, and program administrators, and designed to handle a high volume of transactions with ease and utmost security.

The role of the vendor is to develop, implement, and maintain the solution, providing both the technical infrastructure and ongoing support needed to ensure smooth operations. The vendor will ensure the solution meets all functional requirements, remains user-friendly for all stakeholders, and complies with applicable federal and state guidelines. This includes integrating approval workflows, enabling reporting tools, providing secure fund transmission capabilities, and offering multilingual and mobile-access features.

A key feature of the solution is the support for both direct-to-participant payments and direct vendor payments, ensuring flexibility in meeting various purchasing scenarios.

Participants may receive reimbursement for out-of-pocket expenses or be issued payment cards. When appropriate, payments can be made directly to vendors, allowing for smoother transactions and strengthening vendor relationships.

The solution will allow participants to submit receipts and support documentation electronically, eliminating the need for physical paperwork and reducing turnaround times. This digitization ensures greater accuracy and ease of tracking for both participants and administrative staff.

To maintain program integrity and compliance with federal and state regulations, the solution incorporates configurable approval workflows. Designated staff members will have the ability to review and validate submitted reimbursement requests, ensuring that funds are disbursed only for approved and eligible expenses. This process strengthens fiscal accountability and enables transparent audit trails.

The types of allowable participant expenses covered include transportation, educational supplies, vocational training supplies, interview clothing, professional certifications, and other necessary costs that support participant success. Real-time budget tracking features empower participants to monitor their available funds, promoting responsible spending and preventing budget overruns.

Additionally, the solution’s electronic storage capabilities allow for secure retention of all participants personal data, transaction records, and documentation, meeting legal retention requirements, and facilitating easy retrieval during audits or program reviews.

By automating these processes, MassAbility Pay will enhance administrative efficiency, reduce the burden on staff, and improve the overall participant experience. This modernization supports MassAbility’s mission to expand equitable access to resources and services, ultimately driving better outcomes for individuals served by the agency.

D. Definition of Terms

Pay Card: A prepaid payment card issued to an individual for authorized purchases and expenses. Funds are loaded onto the card and can be used in accordance with approved spending guidelines.

Payment to Direct Vendor: A payment made directly to an organization, supplier, contractor, service provider, or merchant for goods or services provided, without funds being disbursed to a participant.

Reimbursement: A payment made to an individual or entity to repay approved expenses that were previously paid out-of-pocket and supported by appropriate documentation (i.e., receipts or invoices)

Participant: An individual who receives services or support through a MassAbility program and who may be eligible to receive program related funds, goods, or services.

III. Scope of Services

A. Program Components

The services described directly support the goals of the MassAbility Pay by providing the essential capabilities required for timely, accurate, and compliant purchasing and reimbursement of participant goods and services including but not limited to:

The solution must provide the following core capabilities:

1. Allow participating users to purchase eligible goods and services through both direct vendor payments and participant reimbursements.

This can include digital wallet solutions, pay card options, reimbursement (digital and/or paper checks) and/or direct payments to vendors.

2. Support both online and in-person purchasing.

3. Expense tracking, multi-step approval workflows, and audit-ready records.

4. Collect support documentation (e.g., receipts, invoices, assurances) via file uploads (PDF or other comparable formats).

5. The platform can be configured to apply the Commonwealth's tax-exempt status to eligible in-state purchases.

6. Screen reader tested.

In addition, the solution must include a robust administrative interface that enables:

a. Review, approval, rejection, and return of submitted transactions.

b. Invoice reconciliation and receipt validation.

c. Generation of customizable, filterable reports disaggregated by relevant variables.

d. Workflow and compliance management aligned with applicable audit requirements.

The solution must be scalable, secure, and user-friendly, with mobile access and multilingual functionality in at least the following languages: English and Spanish

The solution must be fully functional and available by April 1, 2027, and continue through December 31, 2031, with the option for three-year period renewal through

December 31, 2034, contingent upon funding availability.

The solution will integrate with the agency’s case management system, allowing in the future, seamless data flow between participant records and financial transactions. This integration is expected to automate the sharing of key participant details, such as eligibility and service approvals, to minimize manual entry and prevent duplicates. The solution should support service approval workflows, so when a counselor or administrator approves a service, it can trigger fund release or purchase transactions.

After the case management system becomes operational, MassAbility will post an RFQ in COMMBUYS for a vendor to assist with MassAbility Pay integration.

Conversely, if a service or transaction is denied or requires additional information, the integrated solution should reflect this status in real time and flag it for staff or provider follow-up. The solution must support bidirectional communication with MassAbility’s case management system to ensure that final transaction outcomes (e.g., payment completed, receipt verified, funds returned) are captured in the participant's case file.

The selected vendor will provide a digital solution that enables participating users to purchase eligible goods and services through both direct vendor payments and participant reimbursements. The solution must support online and in-person purchasing, receipt submission, ACH payments, budget tracking, and approval workflows. It will also include administrative tools for staff to manage participant activity, review and approve transactions, generate reports, and ensure compliance with applicable policies and audit requirements. The solution should be scalable, secure, user-friendly, and capable of mobile use.

The solution includes but is not limited to the following features:

1. Capability for participating users to purchase eligible goods and services from multiple online sources.

2. Capability for participating users to purchase from local vendors by means other than online purchasing via reimbursement. (e.g. payment cards, benefit cards, debit cards, etc.)

3. Capability to automate ACH direct deposit payments to participating users that have requested and have been approved for reimbursement.

4. Capability for participating users to submit receipts electronically and to capture digital images via file uploads (PDF or other comparable formats).

5. Mobile-responsive interface or dedicated application support to allow participants to engage using smartphones or tablets.

6. Approval workflows for staff to review, pre-approve and validate transactions before disbursement.

7. Role-based access controls to ensure appropriate permissions for users, administrators, and approvers, including audit trails for all transactions.

8. Issue reimbursements for approved expenses (e.g., transportation, training supplies, interview clothing, certifications).

9. Support both direct-to-participant payments and vendor payments where applicable.

10. Capability for participating users to view the budget allocation balance.

11. Capability to provide SKU (Stock Keeping Unit) item level detail of online purchases.

12. Capability to store receipts electronically on behalf of all stakeholders for a period required by law.

13. Capacity to add new merchants as identified by MassAbility.

14. Capability for all unused funds in participant accounts to be returned to

MassAbility by the close of each fiscal year.

15. Capability to remove unused or unapproved funds from participant accounts or cards.

16. Capability to ensure all in-state purchases are processed as Tax Exempt purchases. Reimbursements to participants will not include reimbursement for taxes paid by participant if applicable.

17. Capability to disable (lock down) a Participant’s MassAbility Pay as identified by MassAbility Staff.

18. Capability to offer real-time access to account holders and administrators, including at minimum:

a. Account application status

b. Up-to-date balances

c. Transaction statuses and details

d. Historical account information

e. Enrollment information, etc.

f. Other relevant reporting

After the procurement period (01/01/27–12/31/34), the vendor must keep records for 8 additional years (01/01/35–12/31/42) in case of audits. (Refer to section 7.d and to

Appendix 1 located at the end of this RFR)

19. Accessibility compliance with WCAG 2.1 standards to ensure usability by individuals with disabilities.

20. Maintain a time cycle record, documenting time from authorization to activation of funds availability for purchase/reimbursement.

21. Built-in fraud detection and flagging tools to identify duplicate claims, out-of-scope purchases, or policy violations.

22. Ability to set and manage spending limits per category or per participant within the solution.

23. Data encryption and security compliance with applicable requirements mandated by HIPAA, FERPA, FIPA, or other federal and state data privacy laws and policies (See Attachment 1)

24. The solution must be scalable, secure, and user-friendly, with mobile access and multilingual functionality in the following languages: English and Spanish to accommodate MassAbility’s diverse users.

The bidder awarded a contract with MassAbility through this RFR will be responsible for providing all services specified under this program. Response Requirements are listed in the provided attachment ‘RFR Vendor Response Template’ on the COMMBUYS posting with respective scoring procedures detailed in Section 5.0 Evaluation Criteria of this RFR.

To provide a smooth transition for staff and participants/users, the Contractor shall test and work with MassAbility to transfer necessary information and data prior to launch and must be able to begin payment processing no later than three months after contract awarding. The Contractor shall also have available and sufficient staff or access to a call center to respond to participant questions and inquiries, which may be at a higher-than-average volume during the transition period.

B. Training Requirements

Selected bidder is expected to provide training to MassAbility staff. As such, bidders are asked to describe capacity and expertise to provide funder and end user training, including job aids, links to training materials including video or other training formats dedicates to supporting individuals who learn differently, or who have limited reading/English skills.

Preferred method of training: Job Aid and Live Demo and Video Recorded Trainings to be provide for both staff and end users, to ensure effective use of the MassAbility Pay solution.

Video recordings should include both closed captioning and ASL interpretation for both staff and end users.

Training materials should be made available in the languages identified within this RFR.

C. Data Ownership and Contract Transition

The State shall retain sole ownership, right, title, and interest in all data collected and stored by the Contractor under the resulting contract, excluding intellectual property and exclusions governed by applicable State and Federal laws.

a. At the end of the contract and procurement period, and after confirmed transfer of 100% of the State-owned data, deliverables, and products the Contractor created, developed, produced, and managed while performing the services outlined in this RFR back to the State or their designee, the Contractor shall attest to the completion of its destruction of all copies, including metadata, of the State-owned data the Contractor possesses.

b. The Contractor shall ensure all data received as part of the Contract is used solely for the purpose of this contract and not shared, reused, or disseminated to any other party or entity without the express written consent of MassAbility designated representative or as otherwise required under applicable State and Federal laws.

c. Upon termination or expiration, should any subsequent contract for this or similar services be awarded to a vendor other than the Contractor, the Contractor shall, to the greatest extent possible and reasonable, cooperate with MassAbility in initiating a smooth and orderly transition to the next contractor.

d. The contractor must preserve MassAbility Data, so it remains authentic, complete, searchable, retrievable, and usable for business, evidentiary, public-records, audit, and historical purposes, including relevant metadata, relationships, version history, schemas, audit trails, and fixity information until 10/31/2042 or 8 years after the completion of the contract term. Authorized Department personnel must be able to search, retrieve, segregate, redact, preserve, and export records in native or commonly available machine-readable formats without loss of content or metadata. During contract expiration, termination, or transition, the contractor must provide a complete, validated export, maintain Department access for the required transition period, correct defective exports at no additional charge, and may not withhold data because of a payment or contractual dispute. The contractor remains responsible for subcontractors, must maintain compliance and audit records, and any unauthorized loss, destruction, alteration, withholding, or inability to retrieve MassAbility Data constitutes a material breach requiring notification, remediation, and—where attributable to the contractor—payment of recovery costs.

D. Maintenance and Support

a. The Contractor shall provide a proposed Maintenance & Support Plan during the Discussions Phase. The Maintenance & Support Plan must, at least, meet the requirements set forth in this section of the RFR.

b. The Contractor shall be responsible for providing ongoing maintenance of the solution for the life of the contract.

c. The Contractor shall provide ongoing user and technical support such as via telephone and email beginning at the time of MassAbility Pay and continuing for the life of the contract.

d. The Contractor shall provide participant, family, advocate, and vendor support in English and Spanish. The Contractor may satisfy this requirement through qualified bilingual staff and/or a qualified third-party interpretation service. Use of a third-party interpretation service shall not result in an additional charge to the participant and shall not materially reduce the availability, timeliness, quality, confidentiality, or accessibility of support.

The Contractor shall also have the capability to provide timely language assistance for callers who communicate in languages other than English or Spanish through qualified interpretation services or another method approved by MassAbility. The Contractor remains fully responsible for the quality, confidentiality, security, accessibility, and performance of any third-party language assistance services used to meet this requirement.

The call center and all participant support services must be accessible to individuals with disabilities.

e. The Contractor shall provide properly trained User and Technical Support staff in sufficient quantities to support MassAbility.

IV. Compensation Structure

Cost Reimbursement. The MassAbility Pay service will be paid on a cost-reimbursement basis. As such, the awarded Contractor will be expected to negotiate a program budget to include direct reimbursement for purchases made or reimbursements provided as well as a service fee (5%). Payment is contingent upon submission of required documentation and compliance with all contract terms, including performance and reporting requirements.

Costs must be:

• Directly related to the delivery of the contracted services

• Necessary and reasonable for program operation

• Consistent with the approved budget

• In compliance with applicable state and federal cost principles

Reimbursement will not exceed the total approved contract amount.

A. Purchasing Service Terms & Conditions

Purchases and reimbursement will be authorized by the designated MassAbility staff.

The proposed solution must offer a dashboard or other process that allows the

MassAbility staff to authorize participant use, including the purchase amount, type, and, if needed, specific vendors. The dashboard should include access to receipts uploaded by the participant, allowing the counselor to review compliance before authorizing reimbursement

B. Additional Purchasing Specifications

If MassAbility recognizes a need that has requirements not specifically or sufficiently addressed in this existing RFR, MassAbility may opt to issue a Request for Quotes

(RFQ) under this RFR to further qualify vendors as to the specific, more isolated need and then issue a contract.

C. Billing and Invoicing

All invoicing for services provided under this RFR shall be submitted through Payment

Vouchers (PVs) in accordance with MassAbility’s invoicing procedures. Detailed billing instructions and documentation requirements will be provided prior to the contract start date.

The Contractor is responsible for the accuracy and completeness of all PVs. The

Contractor must submit invoices no later than fifteen (15) days following the close of each calendar month or within 15 days of deliverable acceptance. Issues and errors raised by MassAbility must be acknowledged and resolved within 10 (ten) business days of inquiry. Unresolved issues/errors may result in the imposition of sanctions and penalties.

All services must be delivered to participants by June 30th of that fiscal year for payment under this RFR to be honored. All invoices must be received no later than July 31st to be processed.

Reimbursement is limited to contractually authorized services that have been delivered and properly documented. Required supporting documentation must substantiate the type, date, duration, and completion of services, and may include service logs, attendance records, progress notes, deliverable acceptance confirmation, and any other documentation specified by MassAbility.

V. Performance Requirements and Monitoring

MassAbility is committed to ensuring that all services purchased through this RFR are delivered with consistency, quality, and measurable impact. The performance requirements outlined in this section establish clear expectations for service delivery, documentation, collaboration, and the achievement of meaningful results for job seekers and students.

• Quality measures assess how well services are delivered, focusing on consistency, reliability, and the integrity of service delivery.

• Output measures quantify the volume of services, activities, and deliverables produced, indicating the level of service activity and provider capacity.

MassAbility will finalize performance measures, establish data collection tools, methods, and reporting frequency, and set annual performance targets in collaboration with successful bidders.

By submitting a proposal, bidders agree to comply with all performance standards, data reporting requirements, and monitoring activities outlined in this RFR, as well as any refinements developed jointly with MassAbility.

The Contractor awarded a contract under this RFR will be required to participate in ongoing performance monitoring, data reporting, and continuous quality improvement activities as directed by MassAbility.

A. Additional Requirements

MassAbility is seeking the best value to facilitate the desired outcomes of this RFR and invites creative and flexible delivery of best practices to that end. In addition, specific measures of the contractor’s performance will be utilized to ensure the contractor complies with what has been requested and what the contractor has offered in its Response to this RFR. The following performance areas may be subject to measurement:

a. Ability to achieve service outcomes/outputs

b. Timely Delivery of Services

c. Quality of Services

d. Responsiveness to Departmental Inquiries

e. Adherence to Service Level Agreements

f. Attendance at Scheduled Meetings

g. The vendor will respond to inquiries by MassAbility within 72 hours

h. The vendor will respond to inquiries and concerns submitted by participants within 72 hours

i. IT servers and data associated with Massachusetts must reside in the continental

United States. The system must not be accessed from outside of the U.S.

Compliance with required receipt collection, both at the time of expenditure/reimbursement request and to be included with monthly billing submissions. On a minimum annual basis, performance and utilization of provider will be reviewed by MassAbility Program managers or designated staff. Vendor (individuals) and/or organizations contracts may be terminated based on performance or quality of service issues or lack of professional conduct.

The Contractor is required to provide updates to MassAbility, participate in periodic utilization reviews, and submit reports, as requested. The Contractor may be expected to provide MassAbility with data related to outcomes, metrics, progress measures, staff salaries and FTEs, and other information upon request related to the performance and financing of services provided under the contract.

B. Contract Performance Specifications

Payments will be made out to the Contractor upon the successful completion of the following deliverables listed as follows: Successful completion of the authorized deliverables and payment will be subject to acceptance by MassAbility in accordance with the following performance standards:

Service Component 1

Quality Measures (How well services are delivered) 90% of payment and reimbursement requests are processed accurately with requiring correction or resubmission.

Output Measures (What is delivered) Number of payment, reimbursement and pay card transactions processed each month.

Outcome Measures (What changes for members) 90% of approved participant payments and reimbursements are received within 5 business days of approvals.

Service Component 2

Quality Measures 90% of participants support inquiries related to payments are resolved within 2 business days.

Output Measures Number of participants served through the system each quarter.

Outcome Measures 90% of participants report that the solution improved their ability to access needed goods and services.

C. Contract Management

The Contractor are required to meet regularly with MassAbility to review contract performance. At a minimum, the Contractor must participate in regular performance review meetings, which may occur more frequently during the initial program year or as needed based on performance.

Performance reviews will address key aspects of service delivery and contract compliance, which may include service referrals, utilization and trends; job seeker and student progress and feedback; performance measures and targets; quality improvement activities; communication and coordination with MassAbility staff; and overall contract compliance and adherence to service specifications.

MassAbility will conduct ongoing contract monitoring, which may include site visits, case reviews, audits, and documentation reviews, as well as interviews with staff and participants or members. The Contractor must fully cooperate with all monitoring activities and comply with all MassAbility policies and procedures, including any issued during the contract term.

Consistent with MassAbility’s commitment to continuous improvement, MassAbility will collaborate with the Contractor to strengthen performance, improve outcomes, and make data-informed adjustments to service delivery. MassAbility may request additional data or metrics as needed to support monitoring, trend analysis, and performance evaluation.

If performance or compliance concerns are identified through reviews or monitoring, MassAbility will work with the Contractor to address the issues and may require the development and implementation of a Corrective Action Plan (CAP). Corrective actions are intended to support timely improvement and may include increased monitoring, technical assistance, or other reasonable remedies. If concerns are not resolved, or if serious issues arise, MassAbility may take further action, up to and including modification, suspension, or termination of all or part of the contract.

D. Communication with MassAbility

Communication between contractors and MassAbility is an essential element of the partnership needed to provide effective services. It is essential for contractors to keep

MassAbility updated throughout their work. This includes, but is not limited to:

• Regular reporting cadence of tracked expenses by participant

• Reports on request

E. Documentation and Record Keeping Requirements

In accordance with requirements established in the Commonwealth Terms and

Conditions for Health and Human Services, the Contractor must maintain records, books, files, and other data as required by 808 CMR 1.00 and as specified in this RFR in such detail as shall properly substantiate claims for payment made under this contract. These records shall be maintained by the Contractor and must be made available to MassAbility upon request.

MassAbility defines the requirement to maintain records necessary to substantiate billing as follows:

• Records of timeliness in provision of reimbursements to participants post authorization by counselor (Time cycles)

• Adherence to the parameters of purchase/reimbursement aligning with the authorization

• Compliance with receipt management and submission to MassAbility

• Encumbrance, expenditure and open balance per participant authorization

F. Enterprise Information Security Standards and Policies

The Selected Contractor shall comply fully with all security procedures of the

Commonwealth, EOHHS, and MassAbility in performance of the contract. The

Contractor shall not divulge to third parties any confidential information obtained by the

Contractor or its agents, distributors, resellers, subcontractors, officers or employees while performing work, including, but not limited to, security procedures, business operations information, personal identifiable information, or commercial proprietary information in the possession of EOHHS. Further, the Selected Contractor shall comply with all security and confidentiality obligations under the contract.

The Contractor must comply in all respects with the Commonwealth’s Enterprise

Information Security Policies and Standards located at https://www.mass.gov/policy-advisory/enterprise-information-security-policy.

Software developed as part of this procurement must also comply with Title 7, CFR

Parts 271 through 283 and Title 7, CFR 277.18 testing requirements to ensure that enhancement work, where applicable, complies with applicable and Live Pilot requirements.

G. Data Classification

The Commonwealth of Massachusetts collects, manages, and stores information to support its business operations. The Commonwealth is committed to preserving the confidentiality, integrity, and availability of its information assets. Such information assets may include, without limitation, personal information, confidential information, and information protected under applicable law. Bidders agree and acknowledge that its access, or potential access, to certain information assets may require certifications, background checks, or other additional requirements. MassAbility anticipates that the awarded Bidder will have access to the following checked data types because of providing services/products to MassAbility under this RFR.

https://www.mass.gov/policy-advisory/enterprise-information-security-policy https://www.mass.gov/policy-advisory/enterprise-information-security-policy

Data Type Applicable Laws and Regulations

Additional Requirements

Personally Identifiable Information

- M.G.L. c. 93H

- M. G. L. c. 66A

- M.G.L. c. 119, §51F

- M.G.L. c. 119, §38

- M.G.L. c. 119, §23C

Payment Card Information

-G.L. c. 93H and 93I (Mass.

PRF56DesignatedOSC01

- Information Management, Data Security, and Payment Card Industry Compliance.

• Chapter 93H

• Chapter 93I

• PCI Security

Standards

Family Educational Rights and Privacy Act data

Family Educational Rights and Privacy Act

Protected Health

Health Insurance Portability and Accountability Act of

1996 (HIPAA)

Commonwealth of Massachusetts Executive Office of Health and Human Services Data Management and Confidentiality Agreement

Federal Tax Return Information

Publication 1075 - Publication 1075 Exhibit 7

- Commonwealth of Massachusetts Dept.

of Revenue background check

Criminal Offender Record Information

- FBI Security Addendum

- NCIC 2000 Operating Manual

- CJIS Security Policy

- G.L. c. 119, 60A

- Dept. of Criminal Justice Information certification

- Background check https://www.mass.gov/lists/mass-general-laws-c93a https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93H/ https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93I https://www.pcisecuritystandards.org/standards/ https://www.pcisecuritystandards.org/standards/

- Title 28, CFR Part 20

Criminal Justice

- FBI Security Addendum

- NCIC 2000 Operating Manual

- CJIS Security Policy

- Title 28, CFR Part 20

- Dept. of Criminal Justice Information certification

- Background check

Social Security Administration Data

- Privacy Act

- 5 U.S.C. 552a s. 1106

Other

In addition, the Commonwealth of Massachusetts, pursuant to G.L. c. 93H and 93I, has responsibility to safeguard data deemed Personally Identifiable Information (PII), in addition to protections mandated by other state and federal statutes and regulations for other types of confidential data. The duties to protect PII under G.L. c. 93H and 93I and other authorities apply equally to both PCI covered data (credit card holder data) and non-PCI covered data (bank accounts, ACH and all other personally identifiable information (PII)). Currently, the Payment Card Industry Council mandates a formal PCI

Compliance process to validate DSS for all merchants. For Executive Departments, an

Enterprise self-assessment process has been completed to document the types of confidential and PII data collected and retained by Departments, and the Executive

Office of Technology services and Security (EOTSS) has published Enterprise Security

Standards for the protection of confidential, sensitive and PII.

The duties to protect PII under G.L. c. 93H and 93I and other authorities apply equally to both PCI covered data (credit card holder data) and non-PCI covered data (bank accounts, ACH and all other personally identifiable information (PII)). Currently, the

Payment Card Industry Council mandates a formal PCI Compliance process to validate

DSS for all merchants. For Executive Departments, an Enterprise self-assessment process has been completed to document the types of confidential and PII data collected and retained by Departments, and the Executive Office of Technology services and Security (EOTSS) has published Enterprise Security Standards for the protection of confidential, sensitive and PII. By policy, the Office of the Comptroller and the Executive Office of Technology services and Security (EOTSS) have mandated that all Commonwealth Department merchants provide annual certification of Data Security compliance even if an independent audit is not required by the Payment Card Security

Standards Council or the Eligible Entity’s merchant bank, acquirer, or card processor.

See Non-Tax Revenue – Revenue Collection Data Security Policy (CTR website). This additional requirement is necessary to ensure that Department merchants are taking the necessary steps to annually verify continued Data Security compliance and have an independent evaluation that vulnerabilities have been identified and mitigated to prevent a data breach under G.L. c. 93H and c. 93I or the Payment Card Industry Security

Standards Council standards. NOTE: Contract User Guide

By submitting a response to this RFR, the Bidder certifies that its products or services, as offered in its RFR response, meet all applicable legal and regulatory requirements pertaining to the identified data types indicated above. The bidder also agrees to enter into additional agreement(s), as reasonably requested by the Commonwealth prior to gaining access, or potential access, to Commonwealth information assets. Such additional agreement(s) may include, without limitation, a

Data Management and Confidentiality Agreement…