Filfullment Services

The Maryland Health Benefit Exchange (MHBE) is requesting proposals for fulfillment services under RFP #BPM054543, with proposals due February 23, 2026 at 10:00 AM EST. A 10% Minority Business Enterprise (MBE) or Disadvantaged Business Enterprise (DBE) subcontracting goal applies based on total contract dollar amounts including all renewal options.

The scope encompasses inbound document processing (receipt, sorting, indexing, scanning, data entry, and shredding); outbound fulfillment services (system-generated and manual notice production, voter registration forms, paper applications, and IRS 1095 forms production); Medicaid Managed Care Organization (MCO) enrollment packet production and mailing; Medicaid card production; returned mail management; network infrastructure development and testing; and fax services. Monthly outbound notice volumes range from approximately 12.6 million to 15.3 million pages; MCO enrollment packets are estimated at 7,500 per month; and Medicaid cards total 300,000 annually. Offerors must possess at least three years of experience within the past seven years in barcode reading and scanning high volumes of inbound documents, electronic data file processing for printing and mailing, ACA eligibility application and verification document processing, and third-party customer relationship manager solutions such as Salesforce. Offerors must be SOC2 compliant and capable of meeting IRS Publication 1075 requirements within 90 days.

The contract structure is a three-year base period with one two-year option period, with place of performance anywhere within the Continental United States provided all work is performed in the US. The contract is an indefinite quantity with fixed unit prices. Service Level Agreements require 92% compliance for automated and manual outbound notice mailing within two business days, MCO enrollment packet mailing within five business days, inbound document imaging and indexing within one business day, and Medicaid card mailing within two business days; no liquidated damages apply during the first 120 days of contract performance. Federal funding supports this procurement. The pre-proposal conference was held December 22, 2025; questions were due January 26, 2026. Proposals must be submitted on eMarylandMarketplace Advantage (eMMA) at emma.maryland.gov. Amendment #1 removed the Payment Bond requirement; Amendment #3 extended the deadline from February 9 to February 23, 2026 and expanded the geographic eligibility to anywhere in the Continental United States.