FY27_ITS86_Veterans Cemetery Digital Services Portal

The Commonwealth of Massachusetts Executive Office of Veterans Services (EOVS) is requesting quotations for Appian implementation services to develop a Veterans Cemetery Digital Services Portal, with responses due October 26, 2026 at 3:00 PM Eastern Time. Bidders must be qualified vendors on the Commonwealth's ITS86 Statewide Contract — a mandatory eligibility gate.

The scope includes designing, configuring, testing, deploying, and supporting a comprehensive digital solution encompassing a public-facing portal for burial and interment service requests, centralized case-management workspace for EOVS and cemetery staff, document management integration with OnBase, eligibility workflows, DD214 processing capabilities, operational dashboards, and reporting functionality. Bidders must demonstrate at least three comparable Appian implementations, with preference for citizen-facing or public-sector implementations. The solution must comply with WCAG 2.2 AA accessibility standards, Commonwealth security standards including annual penetration testing, FedRAMP certification, 99.9% uptime SLA (excluding scheduled maintenance limited to ten hours monthly), 12-hour disaster recovery time objective, 24-hour security incident notification, and restrictions on generative AI usage. Contractor personnel must be physically located and operating in the United States. Deliverables remain the Commonwealth's property; contractors retain only non-exclusive, royalty-free licenses for customizations to pre-existing contractor property.

The initial contract term is 36 months with potential renewal or extension options governed by ITS86. The RFQ specifies a 17-week implementation timeline across six phases from mobilization through production go-live with post-launch stabilization support. Pricing must be fixed or not-to-exceed for all deliverables, with separate optional pricing for production payment processor integration and enhanced secure portal messaging.

Evaluation criteria are technical and functional approach (30%), Appian experience and past performance (20%), project team and implementation plan (15%), security, accessibility, and Commonwealth readiness (15%), price and total evaluated cost (15%), and supplier diversity (5%). The Notice of Apparent Successful Bidder(s) is estimated November 2, 2026.