{"Scope":"The Commonwealth of Massachusetts Office of the Inspector General (OIG) seeks a qualified vendor for a user-friendly Software-as-a-Service (SaaS) cloud-based Case Management System (CMS) to perform, manage, and integrate its daily processes and data systems.\n\nAn ideal CMS will be the daily work hub for OIG staff, supporting task and project management, investigative case intake and tracking, mandate tracking, and administrative reporting. It will serve as the primary system for managing complaints and case files throughout the investigation lifecycle, while improving business continuity, knowledge transfer, reporting, and collaborative decision-making.","Background":"OIG prevents and detects fraud, waste, and abuse; ~100 staff across three bureaus.\nReceives 2,000+ complaints/year via multiple channels.\nInvestigations involve manual intake, case management, review, and closeout.\nCurrent CMS is Time Matters, hosted on-premises.\nGoal: automate processes and centralize tracking of all case and project data.","Procurement":"This is a limited user contract. This procurement is being conducted by and for the OIG alone. The OIG will execute the contract on its own behalf and is responsible for all contract management.","Experience":"Vendor Qualification\nThe vendor must demonstrate in their response that they have at least five years of experience that substantively meets the requirements set forth in Section 2.1. Additionally, vendors must have at least one current or former government client.\n\nReferences\nThe vendor must provide contact information for three individuals to serve as references, with at least one reference be a current or former government client. All references must be current or former clients for whom the vendor has performed the work outlined in section 2.1, or comparable experience.","User Base":"Staff of approximately 100 employees.\n\nThe OIG anticipates using 2–3 administrators with full access privileges, 10–15 advanced users, 80 standard users, and 2–3 read-only users. Role-based access restrictions are required per Section 2.1 of the RFR.","Go-Live/Launch Timeline":"The OIG seeks a system “go live” date based on best practices and the selected vendor’s implementation plan.","Hosting":"NA","Legacy System":"The OIG is currently using version 16 of Time Matters. The OIG will provide additional information regarding system customizations to the selected vendor.","Data Migration":"The migration will mostly be database data entries, with some PDFs and other files. The OIG is still determining the data migration scope and strategy.","Reporting & Compliance Requirements":"*PDF, Word (.docx), Excel (.xlsx) and CSV are required at a minimum.\n*A drag-and-drop report builder and query-based reports are required. Custom formatting is an optional preference.\n*The OIG uses Power BI and Tableau. The CMS should be capable of exporting to both.\n*The OIG uses Power BI to interface with Time Matters through Open Database Connectivity (ODBC) for dashboards.\n*FedRAMP Moderate is sufficient. OIG sensitive data types (PII, CJIS-covered information, confidential case data) fall within workloads typically protected at the FedRAMP Moderate impact level. Vendors may exceed this baseline, but FedRAMP High is not required.","Maintenance Support":"*Vendors should propose standard response times for critical, high, medium, and low‑severity issues as part of their service‑level offering. The OIG expects industry‑standard response times, such as immediate response for critical issues and tiered response times for lower‑severity items.\n*The system must include standard vendor support at no additional cost, which should minimally provide access to a ticketing system, issue tracking, and business‑hours support. Vendors may propose additional support options, including 24/7 support, but the RFR does not require around‑the‑clock coverage by default.","Initial Contract Term":"The OIG seeks a 5-year initial contract term beginning approximately March 15, 2026, and expiring March 15, 2031. The OIG also seeks the option to extend the contract twice, each for one additional year after the initial term, for a total maximum contract term of 7 years, expiring March 15, 2033. The option shall be exercised by the OIG at the OIG’s sole discretion.","Estimated Budget by State":"NA","Integrations":"GCC Moderate Microsoft Entra in Azure cloud. The OIG is not the global tenant owner and cannot claim the domain.\nThe OIG is still determining SharePoint features in alignment with organizational needs. At a minimum, linking is required.\nAll OIG files should be hosted on SharePoint, with the ability to attach files in the CMS.\nThe OIG is still determining Office 365 applications in alignment with organizational needs. OIG employees currently use Word, Excel and OneNote.\nUse cases include the ability for CMS to link to folders and documents within SharePoint.\nThe OIG’s existing Formstack portal will be replaced with CMS online public reporting portal form per Section 2.1 of the RFR.\nThe CMS should support integration with Commonwealth approved platforms, and will require Microsoft Entra ID for single sign-on.","Warranty":"The OIG requires vendor support as part of implementation. The OIG would maintain after go-live.","Pricing":"The vendor’s completed Attachment A should include all costs associated with all the products and services offered based on pricing model vendor proposes.\nPrice sheet should include all costs associated with all the products and services offered, including any software license fees and fees for implementation and migration.","Offshore resources":"Per Section 2.1 of the RFR, all data must remain within the continental U.S. and stored only in authorized data storage and processing systems. Use of offshore resources is not permitted.","Submission Method":"Vendors must submit their response in electronic format to the OIG,","Sub-contract":"NA","Training":"Virtual training is acceptable.\nThe OIG will require training for 2–3 administrators, 10–15 advanced users, 80 standard users, and 2–3 read-only users.","MWBE/SDVOB":"NA","Payment Terms":"The OIG will accept milestone billing for the implementation and migration stage. After this stage, billing must be done on monthly basis unless otherwise agreed upon.","Travel Cost":"NA","E-Signature":"NA","Mobile Support":"NA","Retainage":"NA","Folder Link":"https://drive.google.com/drive/folders/1XqUUn5M8WaxNphKtKVDsUk4CZg6cHBgu?usp=sharing"}
Assumptions
- Cardinality Solution will be hosted on Azure Government Cloud for the production instance.
- Hosting includes one production and four non-production instances - Development, Integration Testing, UAT and Staging
- Cardinality SaaS license includes - Yearly 2 upgrades, monthly hot fixes and level 3 support
- All resources would be based out of the US
- The Cardinality SaaS license cost is provided for up to 100 internal users
- Cardinality will leverage the Adobe or DocuSign licenses of the Agency for e-signature and Power BI licenses of the Agency for dashboards
- The Operations & Maintenance Support phase is assumed to start after DDI phase of 9 months
- Cardinality will provide a mobile responsive application. Development of a mobile app is not part of scope of work
- Cardinality will provide Level-2 and Level-3 support during the M&O Phase.
- The Agency will provide Level-1 support during M&O Phase
- COLA %
- DDI