25MC-RFI01 California Managed Care Complaint System (CalMaCCS)

The California Department of Managed Health Care (DMHC) has issued a Request for Information (RFI) for the California Managed Care Complaint System (CalMaCCS) modernization project, seeking vendor solutions for a comprehensive case management system. The procurement targets in-production solutions deployed within Salesforce (SFDC) or Microsoft Dynamics 365 (D365)/Power Pages modern cloud platforms, with a specific focus on consolidating two legacy complaint systems into a single, low-code configurable enterprise case management platform. The primary objectives include increasing developer efficiency by up to 500 percent, enabling rapid configuration of functional capabilities, and managing caseload volumes for approximately 30 million health plan members across 97 percent of state-regulated commercial and public health plan enrollment. Key deliverables include a modern SaaS solution capable of handling provider and consumer complaints with enhanced operational efficiency. The RFI requires vendors to submit responses by November 17, 2025, at 5:00 p.m. Pacific Time, with questions due by November 10, 2025, and DMHC responses published on November 13, 2025. Selected respondents will be invited to conduct software demonstrations between December 8-19, 2025, and must complete a standardized response template with seven required tabs.

The RFI does not specify specific set-aside designations or restrictions on responding organizations, and no incumbent vendors are explicitly mentioned. The procurement appears open to various technology providers with experience in cloud-based case management solutions. While no specific award values or budget ranges are detailed, the RFI seeks to validate hourly consulting rates by project role and obtain Rough Order of Magnitude (ROM) cost estimates from respondents. The current system infrastructure includes a Provider Complaint System implemented in 2015 using Microsoft .NET and a Spotlight system originally implemented in 2001 and updated in 2018 using proprietary Dovetail Software. Responses are voluntary and non-binding, and will not affect a company's ability to bid on future DMHC procurements. The State will not reimburse travel costs for demonstrations, and submitted responses may be subject to disclosure under the California Public Records Act. All RFI responses must be submitted electronically to Brian Levin, Procurement Analyst, at Brian.Levin@dmhc.ca.gov using the standardized DMHC CalMaCCS RFI Response Template.