Question about Solicitation MCA260003_07_03_2026.pdf

This file is a question-and-answer document from the Maryland Cannabis Administration addressing an inquiry about Solicitation MCA260003_07_03_2026 regarding the Cannabis Care Line (CCL) pilot program. The inquiry raises concerns about unknown call volume, call complexity, and average handling time for this new initiative, questioning how the State would manage operational impacts if actual utilization or average handling time materially exceeds the staffing assumptions proposed by contractors. The question specifically addresses whether the State would consider contract modifications, staffing adjustments, or mutually agreed operational changes to maintain the required 15-minute callback service level. The Maryland Cannabis Administration's response directs the inquirer to RFP Section 2.3, which addresses adjustments during the option period, indicating that the contract structure includes provisions for potential modifications during the nine-month option period (estimated June through February 2028).

The response demonstrates that the State has anticipated the inherent uncertainty in this new pilot program and has built contractual flexibility into the agreement through the option period provisions. This approach allows the Maryland Cannabis Administration to evaluate actual performance against initial staffing assumptions during the base period (approximately September 1, 2026 through May 31, 2027) and make necessary adjustments during the subsequent option period if operational demands require additional resources or modifications to maintain service level standards. The fixed-price contract structure, not to exceed $200,000 total, combined with performance-based payment milestones and option period adjustment mechanisms, provides a framework for managing the risks associated with implementing a program with initially unknown operational parameters.