IT and Customer Support Services

The Vendor is required to provide IT and customer support services to build and maintain an individual management software solution to provide financial assistance to eligible current and former federal employees under the protect our federal workers act of 2025.
- Tasks
1. AI-enabled features
•    Document processing and verification, including the interpretation of document structure (beyond basic parsing), confidence scoring, and routing low-confidence results to human reviewers. 
•    Generation of application summaries (abstracts) from a range of sources, including structured administrative data, sets of documents, notes, chats, and activity logs. 
•    Mapping of generated summaries to provisions of the law (policies and procedures). 
•    Generation of recommendations supporting eligibility determination by human decision makers. Such recommendations may flag discrepancies, prioritize next actions, and outline preliminary determinations. 
•    Context and scenario-aware assistants and copilots that use chat and other modes to help applicant’s self-diagnose problems and take targeted actions without having to contact a human agent.
•    Training simulators to help new program staff ramp up by learning from patterns in decision making by more experienced staff.
2. Applicant portal and application review system
•    Enter personal information;
•    Enter employment information;
•    Upload identity documents;
•    Upload eligibility documents, including those that verify residency, federal employment, and employment status;
•    Commit to a self-attested certification of eligibility;
•    Sign and submit loan agreement embedded in application portal; and,
•    Provide a process to update or withdraw applications and to submit an appeal if denied.
3. Document upload features
•    System shall provide the ability for all applicants to upload eligibility documents (in common formats, such as pdf, gif, jpg, png, and tif) confirming federal employment, employment status, and other eligibility criteria into the application portal, including a copy of their w-2 tax document. 
•    Provide the offeror the ability to perform an anti-fraud check against other data collected in the application and to otherwise assist md labor in confirming applicant eligibility.
4. Human review
•    The system will allow state-employed human reviewers to view applications where needed to finalize eligibility determinations and will support an appeals process for denied applications.
5. Communications
•    The system will support stored, pre-written communications to be sent to applicants either manually or through automated system triggers. 
•    The system shall provide a mechanism for applicants to respond to these messages, facilitating seamless two-way communication.
6. Payment tracking
•    The system will track loan disbursements, debtor’s repayments, and accounts sent to collections. 
•    The system will be capable of issuing, tracking, and collecting repayment of multiple loans to borrowers.
7. Translation services
•    Provide translation services to md labor to ensure that the applicant portal and associated landing pages, FAQs, and primary applicant communications are provided in Spanish and other languages as required by state law.
8. Language requirements
•    Provide technical support to the state and platform-level customer support to the program individuals in English and Spanish. 
•    To ensure proper support of multiple languages and the volume of constituents, the offeror may partner with a third-party support offeror who can provide multilingual customer support through both telephone and email.