Examination Administration Related Goods and Services to Registration of Professional Engineers and Professional Land Surveyors

The Massachusetts Division of Professional Licensure and the Board of Registration of Professional Engineers and Professional Land Surveyors in Boston require a contractor to provide examination administration goods and services. The agency needs to solve the problem of managing, administering, and recording results for professional engineering and land surveying registration exams, including computer-based jurisprudence examinations. The selected partner must record applicant scores, notify candidates of their licensure application standing, and provide unsuccessful candidates with information regarding board rules for retaking exams. The scope of work covers administering computer-based testing, recording and maintaining examination results, and transmitting candidate test information within twenty-four hours of exam administration. The contractor must establish a customer service quality program and operate a sufficiently staffed, toll-free call center for candidates at least nine hours per day, Monday through Friday, excluding holidays. If the contractor operates in another time zone, the call center must remain open from at least 9:30 a.m. to 5:00 p.m. Eastern Time. The agency requires regular management reports detailing call volumes, caller waiting times, and call abandonment rates, as well as an after-hours voicemail system. The contractor must establish appropriate website links between its company website and the extensive website maintained by the Division and the Board. The contractor must also implement an email capability on these web pages, include email correspondence in an ongoing customer assessment program, and answer all inquiries within one business day. The agency is limiting eligibility to onshore organizations based in the United States. The performance of the work may occur either onsite or offsite. The agency is looking for proposals to determine the budget for this project. The contract period will span three years. Bidders must submit all questions regarding this opportunity no later than June 10, 2026.