27EHSPCAIDCARDPM: RFR for Personal Care Attendant Identification Card Services

The Massachusetts Executive Office of Health and Human Services (EOHHS) is issuing this Request for Responses (RFR) pursuant to 801 CMR 21.00, which governs procurement of services by state agencies and requires a competitive process, including the issuance of an RFR, for acquisitions of all commodities and services. In this RFR, EOHHS is soliciting proposals from qualified Bidders for the processing, printing, and mailing of Personal Care Attendant (PCA) identification cards.

The Card Vendor shall establish and maintain a process to receive and validate requests for PCA Identification Cards, produce and mail PCA Identification Cards, and provide customer assistance in accordance with the requirements of this Contract.

Process Requests for PCA Identification Cards

• Accept requests for PCA Identification Cards from Consumers or their surrogates on behalf of the PCAs they employ;
• Receive photographs and other information necessary to produce PCA Identification Cards;
• Validate PCA eligibility using information provided by the FI
• Coordinate with EOHHS and the FI to establish and maintain a secure process for receiving the data necessary to validate requests and produce PCA Identification Cards.

PCA Identification Card Production

• Produce PCA Identification Cards according to the specifications outlined in Attachment D;
• Ensure that PCA Identification Cards are accurate, durable, and meet EOHHS-approved design and quality standards;
• Maintain sufficient supplies and production capacity to accommodate fluctuations in card requests and meet the performance standards established in Section 13.4.

Distribution of PCA Identification Cards

• Package and mail PCA Identification Cards to Consumers in a manner that protects the confidentiality and integrity of PCA information;
• Produce and mail PCA Identification Cards in accordance with the timelines established in Section 13.4;
• Maintain appropriate safeguards throughout the production, storage, and mailing process; and
• Track mailed cards and returned or undeliverable mail.

Customer Service

• Provide telephone and email assistance to Consumers and surrogates regarding PCA Identification Card requests, submission requirements, request status, and replacement cards;
• Provide customer assistance in multiple languages, as needed to serve the PCA Program population;
• Respond to inquiries in accordance with the performance standards established in Section 13.4; and
• Maintain customer service procedures and make them available to EOHHS upon request.

Reporting

The Card Vendor shall submit one consolidated Monthly Operations Report to EOHHS by the 15th Calendar Day of the following month.

This Agreement’s term (the “Term”) begins on the date that it is executed by both parties (the “Effective Date”) and shall terminate on June 30, 2028. The Contract may be extended in any increment for up to three (3) additional years at EOHHS’s option, upon terms agreed to by the parties.

EOHHS shall pay the Card Vendor in accordance with the approved pricing schedule, consisting of a one-time start-up fee and an ongoing monthly fee based on the volume of PCA Identification Cards produced and mailed.

All payments under this Contract shall be made in accordance with the Commonwealth's bill paying policy.

The order of precedence of contract documents comprising the agreement between EOHHS and the Contractor (the “Agreement”) shall be as follows: (1) the Commonwealth Terms and Conditions; (2) the Commonwealth Standard Contract Form; (3) the RFR for PCA Identification Card Services (“RFR”) and its Attachment(s); (4) the Contract and any other terms negotiated by the parties; and (5) Contractor’s Response to the RFR.