RFI 27-05706 for Customer and Relationship Platform

The Commonwealth of Massachusetts’ Executive Office of Technology Services and Security (EOTSS) is issuing an RFI to collect industry feedback for an enterprise‑wide Customer and Relationship Platform. The agency seeks detailed information on capabilities, architecture, security, integration, AI, accessibility, analytics, and total cost of ownership for a solution that can serve multiple state agencies with hierarchical administration, robust workflow, and compliance with state security and accessibility policies. The response must address a comprehensive set of functional requirement IDs covering everything from executive overview to implementation and future‑state recommendations. • Capture vendor‑provided capabilities for CRM, sales, service, engagement, workflow, data, analytics, AI, and security. • Demonstrate compliance with Massachusetts security standards, WCAG 2.1 AA accessibility, and the Enterprise GenAI policy. • Provide a five‑year total cost of ownership model for small, medium, and large deployments, including licensing, hosting, support, and professional services. • Include a vendor response matrix mapping each requirement ID to availability, configuration, customization, third‑party dependencies, and roadmap status. • Submit a single electronic response via COMMBUYS by the deadline.