Stakeholder Enablement Services RFQ MassDOT 5-19-26.docx

DRAFT

The Commonwealth of Massachusetts Massachusetts Department of Transportation

Title: Stakeholder Enablement Services

May 19, 2026

Request for Quotes under PRF76 (“RFQ”)

COMMBUYS BID #: BD-26-1030-0P100-0P110-129653

Please Note: This is a single document associated with a complete Bid (also referred to as Solicitation) that can be found on 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 COMMBUYS Helpdesk at COMMBUYS@state.ma.us or the COMMBUYS Helpline 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.

Introduction

1.1 GENERAL PROCUREMENT INFORMATION

This Request for Quotes (“RFQ”) does not commit the Commonwealth of Massachusetts (“Commonwealth”) or MassDOT to approve a statement of work, pay any costs incurred in the preparation of a Bidder’s response to this RFQ, or to procure or contract for products or services. MassDOT reserves the right to accept or reject any and all proposals received as a result of this RFQ and to contract for some, all or none of the products and services as a result of this RFQ. Submittals which, in MassDOT’s sole judgement, fail to meet the requirements of the RFQ or are incomplete, conditional, obscure or contain additions, deletions, alterations, errors or other irregularities, or are submitted by parties who are deemed incapable of performing the requirements of the agreement may be rejected. MassDOT further reserves the right to negotiate with any or all qualified Bidders and to cancel, in part or in its entirety, this RFQ if it is in the best interest of MassDOT to do so.

MassDOT reserves the right to amend this RFQ at any time prior to the date the responses are due. Any such amendment will be posted to the Commonwealth’s procurement website, COMMBUYS (www.COMMBUYS.com). It is each Bidder’s responsibility to check COMMBUYS for any amendments, addenda or modifications to this RFQ, and any RFQ Q&A records related to this RFQ. MassDOT accepts no responsibility and will provide no accommodation to Bidders who submit a quote based on an out-of-date RFQ or on information received from a source other than COMMBUYS.

1.2 Eligible Bidders

Bidding is restricted to vendors on Statewide Contract PRF76: Management Consultants, Program Coordinators and Planners Services.

The selected vendor, if any, will be subject to all of the terms and conditions of PRF76. Any conflicting or additional terms, conditions or agreements included in or attached to this form by the vendor shall be considered to be superseded and void. All terms herein shall be subject to MassDOT’s sole interpretation. Interested Bidders must submit their bids through COMMBUYS.

1.3 Overview of Procurement

This Request for Quotes (“RFQ”) is posted by the Massachusetts Department of Transportation (“MassDOT”) seeking qualified vendors to provide Stakeholder Enablement Services in support of Registry of Motor Vehicles (“RMV”) modernization and transformation initiatives.

These initiatives may impact a broad range of stakeholders including RMV employees, external business partners, other government agencies, municipalities, law enforcement entities, industry associations, and members of the public.

The selected vendor will provide specialized advisory and enablement support focused on stakeholder readiness, impact assessment, adoption planning, transition support, and organizational preparedness associated with business and technology transformation initiatives.

The initial anticipated project is expected to support the RMV eTitles Program.

1.4 Use

This RFQ is for use only by MassDOT. MassDOT makes no guarantee that any commodities or services will be purchased from any contract resulting from this RFQ. Any estimates or past procurement volumes referenced in this RFQ are included only for the convenience of Bidders and are not to be relied upon as any indication of future purchase levels.

1.5 Single or Multiple Vendors

In this procurement MassDOT intends to issue a single contract. However, MassDOT will allow the Bidder to be either a single entity or a business partnership of more than one entity or MassDOT may elect to enter into multiple contracts.

Bidders may propose subcontractors, all of whom must be disclosed in full and approved by MassDOT. The subcontractor information furnished must include a description of the work to be performed by each subcontractor and the percentage of the total effort that work represents. MassDOT will hold the Bidder responsible for meeting the requirements of the contract even if a subcontractor is performing specific services.

1.6 Statement of Work

In the event that MassDOT elects to award a contract to a Bidder as a result of this RFQ (notified bidder known as the “Apparent Awarded Bidder”), then MassDOT and the Apparent Awarded Bidder will negotiate an agreement that will serve to further detail the process for defining initiative-specific support activities through Statements of Work (“SOWs”), work requests, or similar engagement documentation. Such documentation may outline the applicable initiative, requested services, estimated timelines, staffing needs, deliverables, and engagement expectations associated with a particular effort.

During the contract term, MassDOT may request support for multiple modernization and transformation initiatives requiring varying levels of stakeholder enablement services.

1.7 Project Location

The project will be conducted at MassDOT’s Registry of Motor Vehicles Headquarters at 25 Newport Avenue Extension in Quincy, Massachusetts (hybrid - combination of remote work and onsite, presence is acceptable as agreed to by MassDOT). For the duration of the contract, all resources must remain within the United States for any access to MassDOT resources.

No resources are permitted to perform work while located outside of the United States. If a resource unexpectedly needs to travel internationally, the successful vendor must provide a replacement resource while that resource is traveling out of the United States or provide evidence that other project resources located within the United States can share the workload without impact to the project timeline and deliverables.

MassDOT will not provide any exceptions to this policy, and any access to MassDOT resources outside of the United States is closely monitored for unauthorized access.

1.8 Anticipated Duration of the Contract

The initial term of any agreement resulting from this RFQ is anticipated to be two (2) years with two (2) options to extend for a period of up to one (1) year each.

1.9 Estimated Procurement Calendar

Listed below are specific and estimated dates and times of actions related to this RFQ. The actions with specific dates must be completed as indicated unless otherwise changed by MassDOT. In the event that MassDOT finds it necessary to change any of the specific dates and times, it will do so by issuing amendments to this RFQ.

All times in this RFQ are in prevailing Eastern time.

Project Description

2.1 Background and Objectives

MassDOT's Registry of Motor Vehicles (RMV) is seeking bids from qualified vendors to provide Stakeholder Enablement Services in support of the RMV’s eTitles Program and other RMV modernization and transformation initiatives, as needed.

The RMV is responsible for delivering a broad range of public-facing services and business operations across the Commonwealth of Massachusetts. Modernization and transformation initiatives may introduce new business processes, digital capabilities, operational workflows, stakeholder interactions, and service delivery models impacting stakeholders with significantly different technical backgrounds and organizational contexts — including RMV back-office operations staff, front-line service center personnel, IT system users, external business partners (e.g., auto dealers, lenders, insurance agencies, driving schools, industry associations), other government agencies, municipalities, law enforcement entities, and members of the public.

The initial modernization project for which services will be required is the eTitles program. This program introduces electronic title capability alongside the existing paper-based title process, enabling customers, business partners and staff to transition incrementally without disrupting current operations. The initial eTitles release currently planned for Aug 2026 is to introduce system and business eTitles capabilities required to support the intrastate casual sales (person to person). Subsequent release (currently planned for Mar 2027) will expand scope to auto dealership transactions and additional use cases.

Effective change management is critical to ensuring adoption, readiness, and sustained use of the new capability.

The selected vendor will provide experienced stakeholder enablement professionals to support organizational impact assessment, stakeholder readiness activities, transition support, adoption planning, and related enablement services throughout the applicable program lifecycle. During the contract term, MassDOT may also utilize vendor resources to support additional modernization and transformation initiatives, as needed.

2.2 Skillsets and Experience

MassDOT requires the selected vendor to provide experienced stakeholder enablement/change management professionals with demonstrated knowledge to support all stakeholders through the change journey.

The requirements for this engagement include:

· Demonstrated knowledge of Department of Motor Vehicles or Registry of Motor Vehicles (DMV/RMV) operations, systems, stakeholder environments, and public-facing service delivery models, with preference for experience supporting DMV/RMV modernization initiatives.

· All proposed professionals must be experienced resources capable of independently leading stakeholder engagement and analysis, organization impact assessment, stakeholder communications and support material development and delivery, plan for and measure change readiness.

· Preference for experience supporting modernization initiatives where legacy paper-based or manual processes were replaced by digital or electronic systems.

· Demonstrated experience of structured change management frameworks such as Prosci ADKAR Change framework & methodology (MassDOT recommended Change Framework).

· The selected vendor will provide a single point of contact to coordinate resourcing and engagement needs.

· The selected vendor will propose an appropriate team structure, but at a minimum must provide one change lead capable of independently leading stakeholder enablement activities and managing deliverables for other resources.

· Resources must be US based and available during eastern time hours.

2.3 Initial Team Structure

The selected vendor will propose a team structure aligned to the needs of this engagement, centered on providing experienced stakeholder enablement professionals with DMV/RMV domain knowledge and experience supporting public-facing modernization initiatives.

At a minimum, the team must include one lead resource capable of independently coordinating stakeholder enablement activities, collaborating with business and system delivery teams, and providing updates to program leadership. The size and composition of vendor support may vary by initiative and timelines. MassDOT anticipates utilizing a flexible resource model on a targeted, initiative-specific basis, as needed.

2.4 Scope of Work

The selected vendor will deliver stakeholder enablement/change management services across the full program lifecycle covering the following:

1. Stakeholder Assessment and Readiness

a. Identify impacted stakeholder groups (internal and external) and conduct an impact assessment to understand the level and type of change for each group.

b. Measure change readiness at key program milestones through surveys, interviews, or structured reviews, and report status and risks to the MassDOT Program Manager.

2. Coordination and Communications

a. Develop and execute multi-channel communications activities for internal and external audiences across all program phases, in coordination with internal MassDOT teams, as appropriate.

b. Support readiness communications activities including webinars, informational sessions, FAQs, stakeholder updates, and post-Go-Live reinforcement activities to support adoption and operational preparedness.

3. Knowledge and Training

a. Develop and execute initiative-specific training plans, provide training and readiness materials (such as job aids, manuals, quick reference guides, FAQs, webinars, computer-based tutorials, and other instructional support content) for all impacted internal staff and external stakeholder groups, in accordance with internal MassDOT teams, as appropriate.

b. Support delivery and coordination of initiative-specific knowledge transfer and training activities ahead of Go-Live, including tracking participation, readiness activities, and post-launch reinforcement support.

4. Sustainment and Reinforcement

a. Work with internal RMV staff to identify operational and stakeholder-facing materials requiring updates aligned to initiative implementation timelines such as forms, procedures, website content, manuals, and reference materials.

b. Support post-Go-Live sustainment activities, including stakeholder feedback collection, reinforcement activities, and issue identification, as directed by MassDOT.

2.5 Vendor Requirements

Vendors must meet the following requirements:

· Demonstrated experience delivering end-to-end stakeholder enablement and change management on complex government business or technology modernization programs that required simultaneous transformation of internal workflows, external partner integrations, and public-facing processes.

· Prior experience supporting DMV/RMV organizations, public-facing government environments, or comparable public sector organizations.

· Experience applying structured change management methodologies (e.g., Prosci ADKAR, or equivalent) including stakeholder impact assessment, multi-channel communications planning & execution, training support, and readiness measurement.

· Proven ability to measure and report change readiness throughout a program lifecycle using surveys, interviews, or structured assessments.

· Experience developing and delivering training programs that serve audiences with significantly different technical backgrounds and organizational contexts - including DMV/RMV staff from back-office operations, front-line service centers, IT system users, external business partners (e.g., auto dealers, lenders, insurance agents, law enforcement), and members of the public.

· All proposed resources must be US-based and available during Eastern Time business hours.

3. Submission Requirements Interested Bidders must submit their responses electronically using COMMBUYS.

All records on COMMBUYS are comprised of multiple tabs, or pages. Each tab contains data and/or file attachments. All are incorporated into the Bid.

MassDOT accepts no responsibility and will provide no accommodation to Bidders who submit a response based on an out-of-date Bid or on information received from a source other than COMMBUYS.

The posting date/time as captured by COMMBUYS will serve as the date/time of record for deadline purposes.

LATE RESPONSES WILL NOT BE CONSIDERED.

4. Bidder Responses

4.1. Alterations

Bidders may not alter (manually or electronically) the RFQ language or any RFQ component files. Modifications to the body of the RFQ, specifications, terms and conditions, or which change the intent of this RFQ are prohibited and may disqualify a response.

4.2. Costs of Preparing a Response

MassDOT is not liable for any cost incurred by Bidders in replying to this RFQ.

4.3. Ownership of Submitted Responses

MassDOT shall be under no obligation to return any responses or materials submitted by a Bidder in response to this RFQ. All materials submitted by Bidders become the property of MassDOT and will not be returned to the Bidder. MassDOT reserves the right to use any ideas, concepts, or configurations that are presented in a Bidder’s response, whether or not the response is selected for contract award.

4.4. Prohibitions

Bidders are prohibited from communicating directly with any employee of MassDOT regarding this RFQ except as specified in this RFQ, and no other individual MassDOT employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFQ. Bidders may only communicate with the MassDOT COMMBUYS designated contact by using the contact information provided in this RFQ for purposes in this RFQ, if this RFQ is incomplete, or information is missing. Bidders experiencing technical problems accessing information or attachments stored on COMMBUYS should contact the COMMBUYS Helpdesk.

By submitting a Bid response, the Bidder certifies that the response has been arrived at independently and has been submitted without any communication, collaboration, or without any agreement, understanding or planned common course or action with, any other Bidder of the commodities and/or services described in the RFQ.

4.5. Rejection of Bids

MassDOT may reject any proposal if the offeror takes exception to the terms and conditions of this RFQ, includes unacceptable assumptions or conditions in its proposal, fails to comply with the procedure for participating in the RFQ process, is not in the required format, or fails to meet any requirement of this RFQ. MassDOT also may cancel this RFQ, reject any or all the proposals and/or seek to do the work through a new RFQ or other means.

4.6. Bidder responses should include at a minimum, the following:

1. Change Management Approach The approach should include:

a. Vendor experience in providing change management services

i. Provide at least two (2) customer references for similar engagements, with full contact information for at least one (1) individual at each organization who can speak to the work performed

ii. Include examples of relevant Commonwealth of Massachusetts or other state government engagements including scope, stakeholder environment and services provided.

b. Vendor experience with DMV/RMV modernization initiatives

1. Describe experience supporting DMV/RMV environments, systems and workflows.

1. Describe approach to working across various internal and external stakeholders including public and business partners.

c. Proposed team structure and resource details

i. Provide a resource matrix that includes:

ii. Name

iii. Role and description

iv. Relevant experience and domain expertise,

v. Lead time for deployment

vi. Clearly identify which resources will serve as stakeholder enablement professionals, their level of independence and anticipated allocation percentage to the engagement.

d. Concept of Operations Plan

i. Describe how the vendor will engage with RMV stakeholders, including business owners, and project leads

ii. Outline the approach for stakeholder engagement, readiness assessments, and documentation

iii. Describe how the vendor will onboard new resources and maintain continuity across efforts

iv. Provide details on how resources can be deployed or adjusted based on changing project needs

e. Supporting samples of work or supporting materials

i. Vendors may include representative and appropriately redacted examples of stakeholder readiness assessments, communications materials, training materials, implementation plans, or related deliverables from similar engagements.

2. Cost Response Provide a detailed cost response using a time and materials approach.

For planning purposes, a full-time resource at MassDOT is assumed to work 1,875 hours annually.

The cost proposal must include a breakdown of hourly rates, including all direct and indirect costs associated with the work, such as labor, overhead, and profit. The proposal should also include a not-to-exceed amount for the engagement. Hourly rates must be all-inclusive.

Travel and lodging expenses will not be reimbursed. MassDOT will not pay any costs and expenses not included in the submitted cost proposal.

Failure to comply with any response requirement herein may disqualify a Bidder.

5. Technical Standards All work products and recommendations should align with MassDOT established standards and best practices, while also reflecting industry best practices. Emphasis should be placed on clear requirements, practical documentation, and approaches that limit unnecessary complexity or customization.

6. System Security and Data Privacy Requirements

The successful Bidder will be responsible for providing solutions and services which adhere to the MassDOT and Commonwealth security standards. The appropriate safeguards within the environment should include the use of encryption software and unique IDs and passwords to protect the data’s confidentiality, integrity, and availability. All data is Commonwealth owned and/or owned by MassDOT and should be accessible to its designated personnel at all times regardless of the location of the data.

All MassDOT applications must meet security standards appropriate for the information type that they will be storing, processing, or transmitting. Where applications will not be storing, processing, or transmitting any explicitly regulated information, then PCI DSS 4.0 compliance standards will be used as a best practices guide. Validated compliance with such is not mandatory for applications that do not store, process, or transmit credit card information.

All applications must meet Commonwealth PII standards which are based on NIST standards. Personally identifiable information (PII) must be physically stored within solution architecture within the United States.

Bidder will adhere to all Commonwealth and/or Federal statutes, regulations and policies related to data privacy and security breaches now in effect or implemented throughout the Term hereof including, without limitation, the policies listed hereunder:

EOTSS Security Policies and Standards https://www.mass.gov/handbook/enterprise-information-security-policies-and-standards

201 CMR 17.00: STANDARDS FOR THE PROTECTION OF PERSONAL INFORMATION OF RESIDENTS OF THE COMMONWEALTH http://www.mass.gov/ocabr/docs/idtheft/201cmr1700reg.pdf

Massachusetts General Law 93H Security Breaches https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93H

Massachusetts General Law 93I Dispositions and Destruction of Records https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93i

Bidder will notify MassDOT immediately if any cyber security incidents occur that pose risk to any MassDOT applications, systems, or networks.

Bidder certifies that all computers which will access MassDOT applications are protected with anti-virus software, are updated with security patches as per the timelines listed in EOTSS IS.016 Vulnerability Management Standard and are within active support agreements for Operating System and installed applications.

Bidder certifies that all steps will be taken to ensure the security and confidentiality of all MassDOT data for which Bidder becomes a holder or to which Bidder has access, either as part of performance or inadvertently during performance with special attention to restricting access, use and disbursement of personal data and information under M.G.L. C. 93H and C. 66A. Bidder is required to comply with M.G.L. 93I for the proper disposal of all paper and electronic media, backups or systems containing personal data and information, provided further that Bidder is required to ensure that any personal data or information transmitted electronically or through a portable device be properly encrypted as per requirements (at a minimum) in EOTSS Security Policies and Standards.

6.1 Risk Management

The selected Bidder will participate in a risk assessment with MassDOT’s Third-Party Risk Management program.

7. Evaluation Criteria

Bidder proposals will be scored against established evaluation criteria which may include, without limitation and in no particular order of importance, the following:

1. Vendor Experience

· Experience supporting complex government modernization initiatives, including DMV/RMV environments, public-facing government operations, or comparable high-volume customer transaction environments, based on submitted engagement examples and proposed approaches and frameworks.

2. Proposed Resources and Team

· Relevant experience, knowledge, competencies, and domain expertise of proposed resources and teams, based on submitted resumes, resource descriptions, and proposed approach.

· Ability to scale resources to support multiple initiatives.

3. Quality and Approach

· Quality and relevance of submitted engagement examples, templates utilized, work samples, and supporting materials demonstrating experience with comparable initiatives.

· Quality, relevance, and practicality of the proposed stakeholder readiness or change management approach and supporting methodologies/frameworks utilized by the vendor team.

· Overall completeness and responsiveness of the proposal.

4. Cost and Administrative Requirements

· Cost-effectiveness of the proposal, based on submitted pricing, proposed resource structure, and overall perceived value to MassDOT.

· Adherence to supplier diversity requirements.

MassDOT may review references, request interviews or presentations, and seek clarification of responses as part of the evaluation process. MassDOT reserves the right to determine that any non-compliance is insubstantial, can be corrected, or that an alternative approach proposed by the Bidder is acceptable.

MassDOT reserves the right to engage in a Best and Final Offer (BAFO) process.

MassDOT seeks best value. The bid selected, if any, will demonstrate the best value overall, including proposed alternatives that will achieve the procurement goals of MassDOT. MassDOT and a Bidder may negotiate a change in any element of contract performance or cost identified in the original RFQ or the Bidder’s response which results in lower costs or a more cost effective or better value than was presented in the Bidder’s original response.

MassDOT reserves the right to reject any or all proposals. MassDOT reserves the right not to enter into any agreement under this RFQ.

8. General

8.1. Interviews, Presentations and/or Site Visits

MassDOT reserves the right to conduct interviews/presentations to support and clarify Bidder proposals, with any or none of the Bidders. Bidder must attend interviews/presentations with essential project personnel. Failure of a Bidder to complete a scheduled interview/presentation to MassDOT may result in rejection of that Bidder’s proposal. MassDOT may conduct site visits of Bidder and/or references’ facilities to clarify or confirm proposal information.

8.2. Firm Bids

All bids submitted in response to this RFQ must be valid for a minimum of one hundred twenty (120) calendar days. The prices submitted in a Bidder’s proposal must remain firm during the term of the contract.

8.3. Contract Expansion

If additional funds become available during the contract duration period, MassDOT reserves the right to increase the maximum obligation to any contract executed as a result of this RFQ or to execute contracts with Bidders not funded in the initial selection process, subject to available funding, satisfactory contract performance and service or commodity need.

8.4. Public Records

All responses and information submitted in response to this RFQ are subject to the Massachusetts Public Records Law, M.G.L., c. 66, s. 10. Except as provided by M.G.L. c. 66 s. 10, all materials submitted are subject to release as public records. If a Bidder has special concerns about information which it desires to make available to MassDOT but believes it to constitute a trade secret, proprietary information, or other information excepted from disclosure, Bidder shall specifically and conspicuously designate that information by placing “CONFIDENTIAL” in the header or footer of each such page affected and by identifying such confidential information in the Transmittal letter that accompanies a Bidder’s Response. Nothing in this RFQ shall modify or amend MassDOT’s obligations imposed by the Public Records Law or other applicable law. The provisions of the Public Records Law shall control in the event of a conflict between this provision and applicable law.

If MassDOT receives a request for public disclosure any portion of a Bidder submittal that is designated as confidential, MassDOT will endeavor to use reasonable efforts to notify the Bidder of the request. The Proposer can assert, in writing and at its sole expense, a claimed exception under the Public Records Law or other applicable law within the time period specified in the notice issued by MassDOT and allowed under the Public Records Law. Bidder can choose to defend any action seeking release of the records it believes to be confidential information. Bidder shall indemnify, defend, and hold harmless MassDOT and its agents and employees from any judgments awarded against MassDOT and its agents and employees in favor of the party requesting the records, including all costs connected with that defense. Bidder agrees that this indemnification survives as long as the confidential business information is in the hands of MassDOT.

8.5. Restriction on the Use of the Commonwealth Seal

Bidders and their contracted partners are not allowed to display the Commonwealth of Massachusetts Seal in their bid package or subsequent marketing materials if they are awarded a contract because use of the coat of arms and the Great Seal of the Commonwealth for advertising or commercial purposes is prohibited by law.

9. Digital Accessibility Obligations

The Commonwealth of Massachusetts’ Enterprise Digital Accessibility Policy drives ongoing efforts to make Massachusetts’ Digital Assets, including those delivered by a third-party, accessible and usable by all persons as required by state and federal laws. Where a deliverable includes a Digital Asset, such deliverable must meet the Commonwealth’s Digital Accessibility Standards. The Enterprise Digital Accessibility Policy, including the Digital Accessibility Standards, encompasses the Web Content Accessibility Guidelines (WCAG) version 2.1, level A and AA, the Authoring Tool Accessibility Guidelines 2.0 (ATAG2), Section 508 Chapter 4: Hardware, and the Architectural Access Board 521 CMR 1.0, and the concept of usability for individuals with disabilities. Bidder will build digital accessibility into every phase of its work and will work, at its expense, to resolve any digital accessibility issues identified. The Vendor Digital Accessibility Contract Language, as it may be amended from time to time, is incorporated into any contract resulting from this RFQ.

image1.jpeg