DMH ITS86 - Request for Quotation (RFQ) For Interpreter Services Scheduling Software as a Service

The Massachusetts Department of Mental Health is requesting quotations for cloud-based Interpreter Services Scheduling Software as a Service under the statewide contract ITS86, with proposals due October 9, 2026 (extended from the original September 25 deadline via Second Amendment). This RFQ is restricted to ITS86 Category 1 resellers or software solution providers partnering with an authorized reseller and submitting an Authorized Reseller Certification Letter.

The scope is a commercial-off-the-shelf SaaS solution for real-time tracking of interpreter requests and scheduled appointments across DMH-operated facilities and external vendor networks. Functional requirements include user access controls, alerts and notifications, backup and recovery, business process workflows, reporting and analytics, and financial tracking. The solution must achieve 99.9% uptime with 24/7 availability, support unlimited concurrent users, provide HIPAA-compliant hosting with all Protected Health Information stored exclusively within the continental United States, encrypt data in transit and at rest, and integrate via REST/SOAP APIs. Implementation must use Agile methodology with a phased pilot approach, comprehensive testing (unit, integration, accessibility, system, performance, and user acceptance), on-site training for approximately 50 users (potentially expanding to 100), and technical documentation with copyright permissions for internal DMH use. The vendor must provide 24/7 help desk support with service level agreements (response times ranging from fifteen minutes for high-impact issues to four hours for resolution) and maintain a minimum six-month warranty period after software acceptance.

The contract term extends through June 30, 2031 (approximately four years and nine months) with potential renewal through June 2037, subject to available funding. All licensing, hosting, maintenance, and subscription fees must remain firm fixed price for five years, with annual increases not exceeding 3 percent thereafter. DMH intends to extend similar terms with the incumbent, SHI International/Veoci Inc, but is openly soliciting competitive proposals. Bidders must demonstrate prior implementation experience within the past two years with three customer references. Thirteen authorized ITS86 Category 1 resellers are pre-qualified to respond (including Advizex, Blue Mantis, Carahsoft, CBTS, CDW Government, Echostor, Eplus, Insight Public Sector, NWN, Presidio, SHI International, Smartronix, and Strategic Solutions Group). Project activities must commence within ten days of contract execution and be completed within three weeks of award. The apparent successful bidder will be announced October 13, 2026, with an estimated contract start date of October 16, 2026.