Case Management, Customer Service and Payment Processing Solution

Pre-Proposal Conference: April 27th, 2026

Questions Due: April 28th, 2026

Proposal Due: May 6th, 2026

The State of Maryland is seeking a vendor to deliver a robust case management, customer service, and payment processing solution to support the Child Care Scholarship (CCS) program systems. The selected contractor will provide a well-trained team of client service, audit, and administrative professionals, and will be responsible for staffing, operations, and the implementation of system solutions that facilitate eligibility determinations, payment processing, and high-quality customer service.

Key responsibilities include providing call center and case processing staffing, maintaining and upgrading document and case management systems, enabling paperless payment processing and adjustments, and investigating and recovering overpayments, particularly those related to fraud. The vendor will develop and implement a comprehensive training program for all staff, maintain easily accessible electronic copies of all CCS forms, and provide necessary postage and document handling services beyond standard batch mailings.

The solution will also require a detailed transition plan for moving from the current document and case management architecture to the new system, ongoing technology upgrades and integration of modern components for both the family and provider portals, and a multi-layered fraud detection and analytics capability to support payment recovery actions. The contract period will be for three years, with a mandatory pre-bid meeting scheduled and an opportunity for questions prior to final submission.