What the buyer needs
AI summaryThe Maryland Department of Health Developmental Disabilities Administration seeks a vendor to provide stakeholder experience services onsite in Baltimore, Maryland. The contractor will implement solutions to improve real-time visibility into program spending, service delivery, claims, and provider performance, while conducting stakeholder journey mapping and establishing feedback loops through surveys, listening sessions, and advisory meetings. Proposals require a comprehensive technical work plan, executive summary, references, and a price form. This procurement is limited to businesses certified under Maryland's Small Business Reserve Program, though the state may remove this designation if small businesses show insufficient interest. Qualified offerors will be evaluated on technical criteria, including their response to requirements, proposed work plan, staff experience, and economic benefit to Maryland, followed by price ranking based on the total proposal price.
Scope of work
- Improve real-time visibility into program spending, utilization, claims, service delivery, and provider performance patterns
- Support meaningful engagement with individuals receiving services, families, providers, advocacy organizations, and community partners
- Identify and map key stakeholder groups including individuals with lived experience and caregivers
- Conduct stakeholder journey mapping to identify pain points, barriers, and communication gaps
- Establish feedback loops through surveys, listening sessions, focus groups, advisory meetings, and interviews
- Provide plain-language, bilingual, and Section 508 accessible communications materials
- Implement and maintain a Stakeholder Experience Platform
- Deliver monthly Service Level Agreement performance and root cause analysis reports
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Offeror’s Technical Response to Requirements and Work Plan | Not specified |
| Experience and Qualifications of Proposed Staff | Not specified |
| Offeror Qualifications and Capabilities, including proposed subcontractors | Not specified |
| Economic Benefit to State of Maryland | Not specified |
| Financial Proposal ranking from lowest to highest price (equal weight with technical factors) | equal weight with financial factors |
Minimum qualifications
- Offerors must propose exactly seven (7) personnel meeting specified labor categories
- Project Manager: minimum 5 years of health and human services experience, advanced in stakeholder engagement
- Subject Matter Expert: 10 or more years of experience in developmental disabilities administration or similar health and human services
- Communications Specialist: bachelor's degree, experience in communications, plain-language, and Section 508 compliance
- Technical/Analytical Support: 1 to 2 years experience with data collection, analysis, reporting, and financial/budget analysis
- All required candidate experience must have occurred within the most recent 10 years
- Registered on eMaryland Marketplace Advantage (eMMA)
Documents to include with your response
- Volume I – Technical Proposal
- Volume II – Financial Proposal (Attachment B - The Price Form)
- Executive Summary
- Work Plan and Implementation Schedule
- Draft Problem Escalation Procedure
- Staffing Plan, Resumes for Key Personnel, and Letters of Intended Commitment
- Affirmative statement on Non-Compete Clause Prohibition
- Attachment D-1A MBE Utilization Affidavit
- Attachment E-1 VSBE Utilization Affidavit and Subcontractor Participation Schedule
- Attachment 1 - No Bid Notice/Vendor Feedback Form (if not submitting a proposal)
How to submit
- Method
- Instructions
- Submit to [email protected] in two separate password-protected PDF volumes (Technical and Financial). Email submissions must not exceed 8 Mb.