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 related goods and services. The agency needs to solve the challenge of managing, administering, and recording results for professional engineering and land surveying registration examinations, specifically including computer-based testing for the jurisprudence examination. The scope of work covers administering these computer-based tests, recording and maintaining examination results, and notifying applicants of their licensure application standing. The selected contractor must provide unsuccessful candidates with information regarding board rules for retaking the examination within twenty-four hours of exam administration. The agency requires a customer service quality program, which includes operating a sufficiently staffed, toll-free call center five days a week for at least nine hours per day. If the contractor operates in another time zone, the call center must remain open during the entire period from 9:30 a.m. to 5:00 p.m. Eastern Time. The contractor must provide management reports detailing call volumes, caller waiting times, and call abandonment rates, while utilizing a voice mail messaging system for after-hours and holiday periods. The agency requires the contractor to establish appropriate website links between the company website and the extensive website maintained by the Division and the Board. The contractor must also establish an email capability on these web pages, include email correspondence in an ongoing customer assessment program, and answer all inquiries within one business day. Only United States organizations are eligible to bid on this opportunity. The performance of the work may occur onsite or offsite. The agency is looking for proposals and has not signaled a specific budget. The contract period will span three years. Bidders must submit all questions regarding this opportunity no later than June 10, 2026.