25EHSPMMHMESRFR: RFR for Member Experience Survey Administration, Analysis and Reporting

The Massachusetts Executive Office of Health and Human Services (EOHHS) is seeking a vendor to administer, analyze, and report on MassHealth member experience surveys through a Request for Responses (RFR) issued on July 11, 2025. The procurement targets a vendor to collect, aggregate, and analyze survey data for two specific surveys: the Primary Care (PC) Member Experience Survey and the Consumer Assessment of Healthcare Providers and Systems (CAHPS) for CMS Core Measure Set Reporting. The surveys will sample approximately 15,200 MassHealth members across 17 Accountable Care Organizations (ACOs) and 2 Managed Care Organizations (MCOs), covering both adult and child populations. Bidders must be NCQA-trained and certified to administer CAHPS surveys and will be evaluated based on their programmatic response, relevant experience, staffing plan, and cost proposal. The electronic response deadline is August 15, 2025, at 5:00 PM, with an anticipated contract start date of October 9, 2025, and an initial contract term ending on January 8, 2029, with potential extensions of up to five additional years. Key deliverables include bi-weekly reports, comprehensive workplans, data files, technical reports, and analysis reports that will help EOHHS evaluate programs, identify quality improvement areas, support inter-agency work, examine cost trends, and monitor changes in the healthcare marketplace.

The procurement includes a Supplier Diversity Program (SDP) requirement mandating that bidders commit to spending at least 1% of contract sales with diverse business enterprises or non-profit organizations certified by the Supplier Diversity Office. Eligible diverse business classifications include Minority Business Enterprises (MBE), Woman Business Enterprises (WBE), Service-Disabled Veteran-Owned Business Enterprises (SDVOBE), and other recognized diversity categories. While specific budget details are marked "[RESERVED]" in the contract documents, the procurement will be awarded on a fixed-fee basis with bidders required to propose costs for administering four different surveys. The contract will be funded through state and federal mechanisms, specifically referencing federal financial participation (FFP). Bidders must demonstrate sound financial condition, provide an unqualified audit opinion, confirm no outstanding liabilities or litigation, and commit to maintaining compliance throughout the contract term. Additionally, contractors must complete various certifications, including the Contractor Authorized Signatory Listing Form and standard Commonwealth Terms and Conditions, which outline comprehensive legal and operational requirements for executing the contract.