Federal Worker Loan Programs – IT and Customer Support Services

The State of Maryland's Department of Labor is seeking a contractor to provide IT and customer support services for the Federal Worker Loan Program. The program aims to provide financial assistance to eligible current and former federal employees. The contractor will be responsible for building and maintaining an individual management software solution to process loan applications, verify eligibility, and provide customer support. The solution should be able to handle a large volume of applications and provide features such as document upload, data parsing, and automated data comparison. The contractor will also be required to provide reports, dashboards, and other visualization features to track program activity and outcomes. Key features of the contract include: • A three-year base period with two one-year option periods • A firm fixed-price contract • A small business reserve designation • An MBE subcontracting goal of 17.4% • A VSBE subcontracting goal of 10.6% • Remote work arrangement • No federal funding The contractor will be evaluated based on their technical proposal, experience, and qualifications, as well as their financial proposal. The State reserves the right to conduct discussions and request revisions to proposals. The contract is expected to start on March 10, 2027, and the contractor will be required to provide services throughout the contract period. Some of the key responsibilities of the contractor include: • Providing a project plan and supporting materials • Developing and implementing a software solution • Providing customer support and training • Ensuring data security and privacy • Providing reports and dashboards The contractor will be required to work closely with the State's project team, including the Procurement Officer, State Project Director, and other stakeholders. Overall, this contract is an opportunity for a contractor to provide critical IT and customer support services to the Federal Worker Loan Program and help the State of Maryland achieve its goals of providing financial assistance to eligible federal employees. Some of the key features and requirements of the contract include: • Experience in providing management software solutions and support services to large organizations • Experience in producing SaaS solutions that support the submission and review of a large number of loan applications • Ability to provide a user-friendly applicant portal and application review system • Ability to provide automated data comparison and deduplication services • Ability to provide reports and dashboards to track program activity and outcomes • Ability to work closely with the State's project team and stakeholders