IT and Customer Support Solution
Overview
Fit Score
Settle Intelligence
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SUMMARY
DESCRIPTION
The Maryland Department of Labor is seeking a vendor to provide an IT and customer support solution centered on an individual management software platform for distributing financial assistance to eligible current and former federal employees. The selected vendor will be expected to build and maintain a fully tested SaaS solution capable of supporting the submission and review of a high volume of applications within a compressed time frame.
The solution must include eligibility and identity verification, with the use of AI where appropriate to improve processing speed while maintaining privacy protections, data security, and accuracy. It must also support timely, accurate, and secure transfer of applicant eligibility and payment data files, along with reports, dashboards, and visualization tools that enable real-time tracking of program activity, applicant characteristics, and outcomes.
In addition to the software platform, the vendor must provide applicant customer support through an adequately staffed team available from 9:00 a.m. to 5:00 p.m., seven days a week. The state also requires context- and scenario-aware assistants or copilots using chat and other modes to help applicants troubleshoot issues and take targeted actions without always needing human assistance.
Questions are due by May 29, 2026. A pre-bid meeting is scheduled for May 20, 2026, and the anticipated contract term is three years.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.