DAIL Vocational Rehabilitation CRMS

Location:	Vermont
Posted:	Oct 28, 2025
Due:	Dec 1, 2025
Agency:	State of Vermont
Type of Government:	State & Local
Category:	Q - Medical Services U - Education and Training Services
Publication URL:	To access bid details, please log in.

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Department of Buildings and General Services

Office of Purchasing & Contracting

133 State Street, 5th Floor | Montpelier VT 05633-8000

802-828-2211 phone |802-828-2222 fax

http://bgs.vermont.gov/purchasing

Agency of Administration

SEALED BID

REQUEST FOR PROPOSAL

Department of Disabilities, Aging and Independent Living

Division of Vocational Rehabilitation, and

Division for Blind and Visually Impaired

Vocational Rehabilitation Customer Relationship

Management System

ISSUE DATE

QUESTIONS DUE

RFP RESPONSES DUE BY

October 28, 2025

November 7, 2025 – 4:30 PM (EST)

December 1, 2025 – 4:30 PM (EST)

PLEASE BE ADVISED THAT ALL NOTIFICATIONS, RELEASES, AND ADDENDUMS

ASSOCIATED WITH THIS RFP WILL BE POSTED AT:

http://www.bgs.state.vt.us/pca/bids/bids.php

THE STATE WILL MAKE NO ATTEMPT TO CONTACT INTERESTED PARTIES WITH

UPDATED INFORMATION. IT IS THE RESPONSIBILITY OF EACH BIDDER TO

PERIODICALLY CHECK THE ABOVE WEBPAGEFOR ANY AND ALL NOTIFICATIONS,

RELEASES AND ADDENDUMS ASSOCIATED WITH THIS RFP.

STATE CONTACT: Kyle Emerson, State Purchasing Agent

E-MAIL: sov.thepathforward@vermont.gov

USE SUBJECT: DAIL VOC REHAB CRMS

1. OVERVIEW:

1.1. SCOPE AND BACKGROUND: Through this Request for Proposal (RFP) the Agency

of Digital Services in partnership with the Agency of Human Services, Department of

Disabilities, Aging and Independent Living, Division of Vocational Rehabilitation and

Division for the Blind and Visually Impaired (hereinafter the “State”) is seeking to

establish contracts with one or more companies that can provide a Vocational

Rehabilitation Customer Relationship Management System (CRMS).

1.2. CONTRACT PERIOD: Any Contract(s) arising from this RFP will be for a period of 7

years (up to 2 years implementation, plus 5 years for annual operating (maintenance

and services). The State anticipates the start date for such contract(s) will be

February 1, 2027.

1.3. SINGLE POINT OF CONTACT: All communications concerning this RFP are to be

addressed in writing to the State Contact listed on the front page of this RFP. Actual

or attempted contact with any other individual from the State concerning this RFP is

strictly prohibited and may result in disqualification.

1.4. BIDDERS’ CONFERENCE: A bidders’ conference will not be held.

1.5. QUESTION AND ANSWER PERIOD: Any bidder requiring clarification of any section

of this RFP or wishing to comment on any requirement of the RFP must submit

specific questions in writing no later than the deadline for question indicated on the

first page of this RFP. Questions may be e-mailed to the point of contact on the front

page of this RFP. Questions or comments not raised in writing on or before the last

day of the question period are thereafter waived. At the close of the question period a

copy of all questions or comments and the State's responses will be posted on the

State’s web site http://www.bgs.state.vt.us/pca/bids/bids.php . Every effort will be

made to post this information as soon as possible after the question period ends,

contingent on the number and complexity of the questions. All information provided

by vendors during this process will be public and bidders shall not provide confidential

information, except as described in 4.1 below.

1.6. CHANGES TO THIS RFP: Any modifications to this RFP will be made in writing by

the State through the issuance of an Addendum to this RFP and posted online at

http://www.bgs.state.vt.us/pca/bids/bids.php . Modifications from any other source are

not to be considered.

2. DETAILED REQUIREMENTS/DESIRED OUTCOMES.

2.1. The State of Vermont is interested in obtaining bids to meet the following business

need(s): The Division of Vocational Rehabilitation (DVR) and the Division for the Blind

and Visually Impaired (DBVI) are seeking estimates for a Customer Relationship

Management System to assist their staff in delivering services to approximately 6,000

Vermonters with disabilities. The system must be capable of documenting all phases,

activities, services, and outcomes of cases with Vocational Rehabilitation Program

(and potentially eligible) participants (VR), and Independent Living Program

participants (IL), and must fully comply with federal data reporting requirements under

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the Rehabilitation Services Administration (RSA-911, ETA-9169, RSA-17, RSA-15) for

VR and Administration for Community Living (PPR) for IL. Phases tracked shall

include referral, application, eligibility, plan services (IPE or ILP), and closure.

Activities and outcomes tracked shall include paid and direct staff-provided services,

education and training, work-based learning, and competitive employment.

Additionally, the system should be flexible enough to allow multiple users to input

information into individual cases and include document management capabilities or

integrate with a State-approved document management solution, such as Azure Blob.

2.2. The State of Vermont seeks to achieve the following Business Value(s): This project

aims to support the Governor's goal of expanding the workforce to tackle the State's

labor shortage. DVR and DBVI offer employment and career development services to

individuals with disabilities who are unemployed or underemployed. Together, these

divisions assist around 6,000 people annually across all twelve Agency of Human

Services districts. Effective case management is essential for the efficient

implementation of these program services.

2.2.1. Cost Savings.

2.2.1.1. It is acknowledged that the initial procurement cost of a new solution

might exceed that of the current one. Considering the lifecycle costs,

there is a possibility that the maintenance and support expenses for

the new solution could also be higher. However, DVR and DBVI are

confident that utilizing a State-approved case management system

platform, which can be adapted and modified to meet both existing

and future business needs (a dynamic solution), will ultimately be

financially advantageous for the State.

2.2.1.2. A solution that enables in-house administrators or developers to make

adjustments to user accounts, table values, screen layouts, and

reports will reduce the need for ongoing vendor involvement. This

capability will allow the business to maintain uninterrupted processes

without having to wait for a vendor to implement changes.

2.2.2. Customer Service Improvement.

2.2.2.1. A robust case management system will enable DVR and DBVI staff

and contractors to deliver high-quality services. The system should

facilitate collaboration among multiple staff and contractors, allowing

them to team up on cases and coordinate services for participants.

Features such as reminders, case summaries, and template-

generated letters will assist counselors in managing caseloads of 60 to

80 participants. Additionally, internal stakeholders, including DVR and

DBVI managers and fiscal staff, will be better equipped to monitor and

manage services and expenditures effectively.

2.2.3. Risk Reduction.

2.2.3.1. DVR and DBVI must track all case service and contract expenditures

and link them to individual participants. Without an efficient case

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management system, this tracking would need to be done manually

and entered into State Financial System, necessitating a significant

increase in administrative staff for both DVR and DBVI staff and the

DAIL Business Office.

2.2.3.2. Meeting all federal compliance and financial requirements would be

nearly impossible without a system designed to meet RSA's

accounting and fiscal management requirements.

2.2.3.3. Not having an effective case management with the capacity to track

expenditures on participant would greatly increase the administrative

burden on DVR, DBVI staff and DAIL fiscal staff. This would force the

program to manage without adequate tools relying on manual

processes. This would increase the administrative costs of managing

the program, reduce our ability to track services and outcomes, impact

participant satisfaction and greatly increase audit risk.

2.2.4. Compliance.

2.2.4.1. DVR and DBVI operate under stringent regulations. Federal statutes

and regulations mandate strict timelines for eligibility determination

and plan development, as well as the tracking of educational and

training participation, employment outcomes, and case service

authorization expenditures. Additionally, the divisions must track and

report over 400 data elements related to program participants. A case

management system designed to effectively manage and comply with

VR and IL reporting requirements while streamlining data entry is

essential.

2.2.5. Equity.

2.2.5.1. DVR and DBVI are inherently equity-focused programs that serve

some of the most vulnerable individuals in the State. DVR and DBVI

must have a sophisticated and adaptable case management system to

support tracking demographic variables and analyzing the reach and

impact of services on a wide array of population groups that the State

has discretion to define.

2.3. Functional and Non-Functional Requirements.

2.3.1. The State’s Functional and Non-Functional Requirements are provided in the

attached Attachment 7.2 State of Vermont Bidder Response Form (Exhibit

C), Part 3: Functional Requirements and Part 4: Non-Functional

Requirements.

The Functional Requirements include requirements for the following

requirements and business rules. Numbering of items in this section does not

represent the numbering of sections in Part 3.

2.3.2. Functional Requirement.s

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2.3.2.1. System Overview.

2.3.2.2. Case management.

2.3.2.3. Fiscal Budget Management.

2.3.2.4. Specific Program Requirements.

2.3.2.5. System Output Requirements.

2.3.2.6. Data Migration and Retention.

2.3.2.7. Interfaces.

2.3.2.8. Accessibility.

2.3.2.9. System; Architecture and Design.

2.3.3. The Non-Functional Requirements include requirements for the following:

2.3.3.1. Hosting.

2.3.3.2. Application Solution.

2.3.3.3. Security.

2.3.3.4. Okta Non-Functional Requirements.

2.3.3.5. System Manuals, Guides, and Instruction Materials.

2.3.3.6. Other Non-Functional Requirements.

2.3.3.7. Solution User Roles and Permission Levels Matrix.

2.3.3.8. Salesforce Requirements.

2.3.3.9. Data Compliance: Solutions must adhere to applicable State and

Federal standards, policies, and laws. The Bidder Response Form

includes a table of data types and their applicable State and Federal

standards, policies, and laws. The boxes in the table that are

checked are the ones that are applicable to this procurement.

2.3.3.10. Data Elements.

2.3.3.11. Documents Listing.

2.3.3.12. State of Vermont Cybersecurity Standard Update.

3. GENERAL REQUIREMENTS:

3.1. PRICING: Bidders must price the terms of this solicitation at their best pricing. Any

and all costs that Bidder wishes the State to consider must be submitted for

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This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

TITLE	QUESTIONS DUE	ANSWERS POSTED	DUE DATE	NO POSTING AFTER
DAIL Vocational Rehabilitation CRMS	11/07/2025 04:30PM		12/01/2025 04:30PM