ITS86 RFQ for SaaS Customer Support System

The Massachusetts Office of the Inspector General is requesting quotations for a SaaS-based customer support ticketing system under RFQ 2027.02 ITS86, with proposals due August 31, 2026 (amended from August 24) and live vendor demonstrations scheduled September 15–23, 2026.

The OIG seeks a cloud-based platform to centralize approximately 1,200 annual inquiries through its Procurement Support Helpdesk and 6,000 through training-related channels, currently managed via Time Matters and Outlook. The system must support omnichannel intake (web, email, phone, mobile) with automatic ticket creation, configurable workflows and forms, real-time dashboards with export capabilities, and ticket lifecycle tracking across two separate queues: Procurement Support and OIG Training & Ask. The solution must integrate with Microsoft Office Suite, Avaya telephone systems, and Microsoft Entra ID for identity management; provide REST API access to ticket and reporting data; support AWS Bedrock-powered chatbot deployment with flexible implementation options; and accommodate future integration with Blackboard LMS and Power BI. Licensing covers 25 regular users and 2 primary administrators with no scalability requirements beyond current staffing. All data must reside in U.S.-based facilities and comply with Commonwealth of Massachusetts security standards, including FedRAMP authorization. Post-implementation support must include industry-standard tiered SLAs (critical, high, medium, low severity response times) and 99.9% uptime availability.

The OIG anticipates a single-phase implementation with go-live timing based on vendor best practices. The preferred initial contract term is three years with optional renewal years at the agency's discretion. Vendors must provide separate pricing line items for implementation, training, support, and software licensing; all pricing is subject to negotiation at award, and price increases during renewal periods are negotiable. Evaluation criteria include best overall value, detailed product descriptions, training and implementation plans, vendor qualifications and service history, and three references. Vendor questions are due August 10, 2026. Responses should be directed to rfr.responses@mass.gov.