User Experience and Communication Services

Overview

Management Consulting & Admin Support

Boston, Massachusetts, United StatesPosted 9 days agoDeadline: May 12th, 2026

Fit Score

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SUMMARY

Seeking a vendor to enhance user experience and communication across application processes, website, and service delivery, including ongoing UX, content, and digital marketing support.

KEY REQUIREMENTS

Must be a bidder on Statewide Contract PRF86
Must submit bid through COMMBUYS
Must have a minimum 1 percent Supplier Diversity Program (SDP) commitment
Must provide a response narrative not exceeding 5 pages
Must provide a budget narrative with timeline, hours, staff, and rates
Must comply with M.G.L. c. 66A and M.G.L. c. 93H security policies
Must have no pending litigation that impairs HLC's right to use services

BUDGET

Estimate

$500,000

CONTRACT DURATION

13 months

TIMELINE

Commbuys post: April 28th, 2026

Bidder questions due: May 5th, 2026

Department response: May 6th, 2026

Bidder RFQ response due: May 12th, 2026

Notice of apparent successful bidder(s) posted: May 15th, 2026

Contract award (Est.): May 18th, 2026

QUESTION DEADLINE

May 5th, 2026

Issuing Agency

Executive Office Of Housing And Livable Communities

Organization overview and procurement intelligence available on paid plans.

See Issuer Research

DESCRIPTION

This RFP seeks a qualified vendor to deliver user experience (UX) and communication services with a focus on improving the overall application process and stakeholder engagement. The selected company will analyze key application performance metrics, such as completion rates and user drop-off points, as well as review and update existing application content, instructions, and user flows to enhance the experience for families and internal staff.

The engagement includes a comprehensive analysis of the service delivery lifecycle, from application to exit, in order to identify opportunities to improve coordination, workflows, and UX, and to offer actionable recommendations that align with system requirements (such as Salesforce integration). The vendor will also lead a website redesign, revising its architecture, navigation, homepage, and content strategy, as well as updating and simplifying site materials.

Additionally, the vendor will develop and refine communication materials across various audiences, monitor performance metrics, and provide continuous UX, communications, and content support. Ongoing assistance is expected for website management, content creation, digital marketing, public relations strategies, and ensuring all materials are suitable for translation and timely printing.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.