Executive Office of Labor & Workforce Development

MEMORANDUM

To: EOLWD/DFML PRF76- Professional Development Services From: EOLWD Contracts & Procurement Team Subject: Vendor Questions and EOLWD Responses Date: February 23, 2026

The following questions have been submitted through email and/or Commbuys. Attached are the EOLWD responses:

Question Subject Question SST Answer Volume & Throughput What are the anticipated annual volumes for new hire and upskill training (number of cohorts, class sizes, and total learners per year)?

What is the anticipated number of business units that will require distinct learning journeys?

The anticipated volume is estimated at 20- 100+ learners annually. An estimated 7+ business units may require learning journeys.

Pricing Does DFML have a Maximum budget for this work over the term and an annual basis? Is the contract expected to be structured as Time & Materials, Fixed-price, or a hybrid model (baseline monthly capacity plus variable unit-based pricing for training builds, KB/SOP updates, and UAT cycles)?

Budget will be set via task orders and will vary depending upon the contracted scope and department needs.

The contract is anticipated to be structured as Time & Materials.

LMS Does DFML currently utilize a Learning Management System (LMS) to host and track training content? If so, please identify the platform in use. If not, should bidders assume the

DFML currently utilizes a Learning Management System.

Proposed solutions should include LMS capabilities.

Department plans to procure an LMS, or should the proposed solution include LMS capabilities?

UAT Delivery Model & Asset Ownership

Does DFML expect the vendor to be primarily responsible for authoring UAT scenarios and test cases, or does DFML envision a hybrid delivery model where test assets are coâ??developed with DFML business testers and SMEs?

It is anticipated that a hybrid UAT delivery model will be utilized.

UAT Scope & Accountability

For User Acceptance Testing, what systems and applications are in scope, and who retains final responsibility for UAT acceptance and production signâ??off?

In-scope systems and applications are anticipated to include portals, a claims management system, and other systems dependent upon department needs.

DFML has final responsibility for UAT acceptance and production sign-off.

UAT Cycle Structure & Cadence

What is the typical release cadence (e.g., monthly, quarterly), and how many UAT cycles are anticipated annually?

The typical release cadence is estimated at 6-8 UAT cycles annually.

Scope of Work

The Commonwealth is looking for the vendor to design and manage UAT cycles - can the Commonwealth confirm what system is being launched and when UAT is expected to occur?

Jira and Confluence are utilized to support releases.

Systems are anticipated to include portals, a claims management system, and other systems dependent upon department needs.

Scope of Work How much of the timeline will be devoted to system launch vs.

post-launch support?

Preference will be given to Bidders capable of providing the scope of work provided in this RFQ within 30-90 days.

What timeline are you anticipating for training development and delivery?

Preference will be given to Bidders capable of providing the scope of work provided in this RFQ within 30-90 days.

Scope of Work Can the Commonwealth confirm the number of unique roles that are expected for training to be designed, developed and delivered for?

The number of unique roles is estimated at 15+.

The Commonwealth references "design of features" that are compatible with current operations

- what is the current system being used to support operations?

Jira and Confluence are utilized to support releases.

Systems utilized to support operations include a claims management system, call center, mailroom, back office, internal personnel, portals, MassTaxConnect and MOSAIC accounting system, among other systems dependent upon department needs.

The Commonwealth is seeking vendor support to produce SOPs

- can the Commonwealth estimate how many SOPs are anticipated for the vendor to develop?

The number of SOPs is dependent upon the changing dynamics of department systems.

New hire learning and upskilling is a core component of the required scope of work, can the Commonwealth confirm availability of any existing materials to drive said learning?

There is an existing knowledge base of learner materials and SOPs.

The Vendor will be responsible for familiarizing themselves with the associated material and the maintenance and updating of learner materials, including SOPs and KBs.

General

Given answers to questions are not expected to be returned to potential vendors until February 23rd, is it possible for the Commonwealth to extend the deadline for submission to provide sufficient time to review and apply insights gleaned from Q&A?

The current bid submission deadline of March 2, 2026 is affirmed.

Memorandum