• ITT85 Telecommunications and Network Services, Communications and Related Equipment Is the Statewide Contract (SWC) which replaces Statewide Contracts ITT72 Cat 2-9, Telecom and Network Services and previous contracts for Converged Voice and Data Communications Systems. This contract user guide applies only to ITT85.
• This statewide contract supports the consolidation of the Commonwealth’s telecommunications networks and infrastructure into MassVoice, the enhancement of the Network Services model of the Commonwealth as directed by Executive Order 549, Article 97 and as expressed in the Strategic Plan of the Executive Office of Technology Services and Security (EOTSS). ITT85 Vendors with approved MassVoice are pending award. Once available the  MassVoice Vendor List and Information section in this User Guide will be updated.
• Vendors are prohibited from selling Converged Voice and Data Communication Systems, Services, and Equipment to agencies and departments of the Executive Branch without the prior written approval of the Commonwealth CIO or designee. Executive branch agencies and departments must obtain the prior written approval of the Commonwealth CIO or designee before procuring Converged Voice and Data Communication Systems and Services that may be available via the MassVoice infrastructure.
• Eligible Entities may procure low voltage cabling on this contract, ITT85 Category 1 (previously available from Statewide Contract ITC68) under the following statewide contracts, provided that such cabling is necessary for the operation of a product or service available under that contract. Such cabling may be procured on a standalone basis and does not require the procurement of a new product or service.
  • Low voltage cabling may be procured from vendors on ITT85 Categories 1 for Data Cabling Services when the cabling is necessary for the operation of voice services, data services, or other contract offerings.
  • Low voltage cabling may be procured from vendors on ITC71 (Security, Surveillance, Monitoring, and Access Control Systems) when the cabling is necessary for the operation of integrated security systems or other contract offerings.
  • Low voltage cabling may be procured from vendors on ITC73 (Information Technology Equipment and Services) when the cabling is necessary for the operation of computers, servers, or other contract offerings.
• Eligible Entities are responsible for ensuring compliance with all Construction Requirements, including the prevailing wage law, as applicable

For the Master Contract Record, refer to the Master Blanket Purchase Order (MBPO) with RFR PO-27-1080-OSD03-SRC02-39785.

Note: This contract may be used to procure the goods or services described herein at any dollar amount. Any limitations, including for procurements involving construction, are outlined in this Contract User Guide.

Benefits and Cost Savings

Statewide Contracts are an easy way to obtain benefits for your organization by: 

• Leveraging the Commonwealth’s buying power
• Simplifying the solicitation process
• Providing contracting expertise
• Enhancing vendor relationships through proactive management and oversight
• Offering competitive pricing
• Offering Prompt Payment Discounts (PPD), which is a percentage discount given to the buyer if the invoice is paid within a specified time, in accordance with the Commonwealth’s Bill Paying Policy

• Partnering with a pool of qualified and experienced vendors 

This contract includes 10 categories of services listed as follows: 

• 26-12-16 - Category 1 - Data Cabling and Services
• 83-11-00 - Category 2 – Voice Services
• 81-16-17 - Category 3 - Conferencing Services
• 81-11-21 - Category 4 - Data and Broadband Services
• 83-11-00 - Category 5 - Small Facility Services
• 83-11-23 - Category 6 - Fiber Telecommunication Services
• 83-11-22 - Category 7 - Managed Services
• 43-22-15 - Category 8 - Contact Center Technology Services (Call Management Systems)
• 43-20-00 - Category 9 - Components for Telecommunications; Related Equipment
• 83-11-15-07 - Category 10 - Contact Center as a Service

Please refer to the following list of products and services not available for purchase under this contract:

• Taxes, surcharges, fees, Universal Service Fund contribution, subscriber line charge, end user common line charge, carrier access recovery charge, carrier line charge or assessment, administrative expense fee, shipping or freight charges, late payment fees not in compliance with the Bill Paying Policy of the Comptroller of the Commonwealth and other "regulatory cost items" are prohibited and may not be invoiced unless they are specified (description and pricing) in the price file accepted by the SST and published on COMMBUYS. Fees for activation of new services, upgrades, downgrades, or cancellation of services are not allowed under this contract, unless specified in the price files.
• Travel, commuting, meals and all other travel related expenses are not allowed and will not be reimbursed by the Commonwealth.
• Additional excluded actions include by not limited to: Third Party Marketing Sales, Referral to Collection Agencies, and/or Suspension or Termination of Service without the written approval of the contracting Eligible Entity.
  

The following is a complete list of the types of organizations generally allowed to use the Operational Service Division’s (OSD's) Statewide Contracts (SWCs). Some SWCs may be open to additional organizations, and some are more restricted in usage.

• Cities, towns, districts, counties, and other political subdivisions
• Executive, Legislative, and Judicial Branches, including all departments and elected offices therein
• Independent public authorities, commissions, and quasi-public agencies
• Local public libraries, public school districts, and charter schools
• Public hospitals owned by the Commonwealth of Massachusetts
• Public institutions of higher education
• Public purchasing cooperatives
• Non-profit, UFR-certified organizations that are doing business with the Commonwealth
• Other states and territories and their cities, towns, districts, counties, other political subdivisions, and public institutions of higher education without prior approval from the State Purchasing Agent 
• Other entities when designated in writing by the State Purchasing Agent
  

Note: The price files and vendor catalogs are accessible through public view in COMMBUYS; therefore, buyers may access the price files and vendor catalogs without signing into a COMMBUYS account.

The pricing options are outlined as follows:

• Vendor Price File: If a vendor does not have a manufacturer listed in their awarded price file, the vendor must contact the Category Manager (Jessica Ofurie or Jennifer Rubin) to get the manufacturer added before they can sell their products on ITT85. If a vendor is not honoring their discount pricing from the price file, then the customer should contact the Category Manager (Jessica Ofurie or Jennifer Rubin).
• Fixed Pricing: Pricing is fixed but further negotiations can be made.
• Ceiling/Not-to-Exceed: The contract's published pricing, including discounts, is a maximum price or 'not-to-exceed' limit and can be subject to further negotiation.
• Discount from Manufacturers Suggested Retail Price (MSRP): Contract pricing is a specified discount off the MSRP catalog price.
• Volume Discounts: discount is negotiated by the buyer if a certain volume of product or service is purchased

Note: Links to all the vendors’ Master Blanket Purchase Orders (MBPOs), where product pricing may be found, are provided in the Vendor List and Information.

This COMMBUYS functionality provides a mechanism to easily obtain quotes, as specified by the Contract. The buyer would create a Release Requisition and then convert it to a Bid.  After approval by the buyer’s approving officer, the bid is then sent to selected vendors to request quotes. Buyers must include “ITT85 RFQ” when entering information in the Description field. To request quotes please use MBPO PO-27-1080-OSD03-SRC02-39785 which is solicitation enabled. When requesting quotes from multiple vendors, the buyer should only request RFQ from the vendors who are awarded the category – reference the VENDOR LIST AND INFORMATION section for list of awarded categories.

Buyers should refer to the following when soliciting quotes from awarded vendors:

• For purchases of $10,000 and above, Buyers are required to solicit quotations from a minimum of three vendors and obtain a minimum of three (3) responses. This ensures a competitive bidding process and helps the Buyer find the best possible value for their purchase. A “no bid” response is considered an acceptable response.
• For purchases under $10,000, soliciting quotes is at the discretion of the Buyer. However, before making a purchase, Buyers should consult with their Chief Purchasing Officer or equivalent authority for guidance.
• For purchases and/or services requiring construction, please reference the Construction Thresholds for guidance on construction thresholds and those specific quote requirements.

Buyers should always reference ITT85 when contacting vendors to ensure they are receiving contract pricing.

• It is required that buyers solicit multiple quotes for purchases under this statewide contract.
  • Orders placed under this contract should include the following statement: “This order is placed under Statewide Contract ITT85.” This contract includes the following language, “The Commonwealth and the Vendor agree that any language contained or referenced in the Vendor’s bid response which conflicts with, or has the effect of deleting, replacing, or modifying any term of the ITT85 RFR (COMMBUYS Bid Number BD-20-1080-OSD03-SRC01-47537) shall be interpreted as superseded by the language of the ITT85 RFR unless specifically agreed to by OSD in writing. Language contained in Vendor response documents or documents which require customer acceptance, such as click-through agreements, which imposes any obligation on customers beyond those contained in the ITT85 RFR is rejected unless specifically agreed to by OSD in writing.” Users with questions regarding terms and conditions contained in vendor documents or web pages may contact the OSD Category Manager.
• This is a fee for service contract
• This contract allows outright purchase of equipment related to services offered under ITT85 Category 9
• Purchases made through this contract will be direct, outright purchases.
• Quote Solicitation: Buyers can solicit quotes from multiple vendors (see the Vendor MBPO Listing VENDOR LIST AND INFORMATION) award vendors, and place orders through COMMBUYS. A solicitation-enabled contract allows the buyer to solicit quotes from vendors who have Master Blanket Purchase Orders (MBPOs) or Statewide Contracts in COMMBUYS. The buyers can create a solicitation-enabled bid using a release requisition, converting the requisition to a bid, and then requesting quotes from eligible vendors.
• Buyers should always reference ITT85 when contacting vendors to ensure they receive contract pricing. Requests for Quotes, not including construction services, should be awarded based on best value

Reference the How to Request Quotes from Vendors on Statewide Contracts job aid for more details.

• Direct Purchase of Fixed Price Items on COMMBUYS: This is used for products and services with fixed pricing, and is viewable in vendor catalogs or price files. Refer to the Vendor MBPO Listing VENDOR LIST AND INFORMATION for a list of eligible vendors. The buyer can submit a request for goods and services from a Statewide Contract (SWC) or a Departmental Contract. This option is for users with Basic Purchaser or Department Access privileges in COMMBUYS. Once the requisition is approved, a Purchase Order (PO) is generated and can be sent to the vendor.

Reference the How to Make a Statewide Contract Purchase in COMMBUYS job aid for more details.

• Direct Purchase of Non-Fixed Price Item ($0 Line Item) on Vendor’s MBPO: Applicable to products and services that may require customized quoting. Refer to the Vendor MBPO Listing VENDOR LIST AND INFORMATION for a list of eligible vendors. The Buyer can create a Release Requisition in COMMBUYS, submit the requisition for approval in COMMBUYS, and then send the vendor a Release Purchase Order.

Reference the How to Make a Statewide Contract Purchase in COMMBUYS job aid for more details.

• Document Items in COMMBUYS That Have Already Been Purchased: This contract enables buyers to retroactively record a previously made contract purchase within the COMMBUYS system. This is done through a Request for Payment Authorization (RPA) Release Requisition, which also allows MOSAIC users to easily keep track of spending.

For a description of how to complete this purchase in COMMBUYS, refer to the How To Record a Contract Purchase Previously Made (RPA Release) job aid.

Note: MOSAIC and COMMBUYS do not interface. Payment request and invoice must be reported in both MOSAIC and COMMBUYS.

Performance and Payment That Goes Beyond Contract End Date

The extend beyond period is primarily used to aid the transition between an expiring contract and its replacement by allowing time for new agreements to be established with newly awarded vendors.

• Buyers may not enter into a written agreement that will go more than two (2) years after the maximum end date of the contract. Agreements established prior to the Master Agreement expiration may allow performance and payment obligations to continue until the maximum Extend Beyond date (existing services may be completed and payments made during this period). Category 9 is not a service category and therefore excluded from extend beyond.
• No new agreements, including leases, rentals, or service contracts, may be made after the contract's expiration.
• Agreements established prior to the Master Agreement expiration may allow performance and payment obligations to continue until the maximum Extend Beyond date.
  

COMMBUYS is the Commonwealth of Massachusetts' e-procurement platform, serving as a central marketplace for state agencies and other Eligible Entities to procure goods and services, connecting government buyers and businesses. It aims to streamline the purchasing process, ensuring transparency and efficiency in the procurement process.

For Executive Agencies, COMMBUYS is required. Per 801 CMR 21.00, Executive Agencies must use established Statewide Contracts (SWCs) for the purchase of products and services. To set up a COMMBUYS buyer account or to update an existing agency account, the buyers must contact the COMMBUYS Help Desk at: 888-627-8283 or OSDhelpdesk@mass.gov.

While COMMBUYS use is not mandated for Non-Executive Agencies and other Eligible Entities, it is highly recommended to streamline the procurement process and assist buyers in making informed purchasing choices. Eligible entities should follow their internal guidelines for COMMBUYS use.

Buyers can view contract documents on COMMBUYS without requiring a COMMBUYS account or logging in.  
To find contract documents in COMMBUYS, follow these steps:

1. On the COMMBUYS home page, enter ITT85 in the search tool and select Blankets from the drop-down list.
2. Select the Search icon. The related Master Blanket Purchase Orders (MBPOs) information opens in a table format. 
3. To view the associated contract documents, under the Blanket # column, select the applicable Purchase Order (PO) link. MBPO opens for the selected PO and the attachments can be found in the Agency Attachments or Vendor Attachments section. 

If applicable, to find vendor-specific documents, view the links to the individual vendor MBPOs on the Vendor Information page, and follow these steps:

1. On the Vendor Information page, select the applicable Purchase Order (PO) link. The Master Blanket Purchase Order (MBPO) opens for the selected PO.
2. If applicable, on the MBPO, scroll down to the Vendor Attachments section to find the vendor-specific documents.
3. To view, select the desired document link.

This contract may include construction, reconstruction, alteration, installation, demolition, maintenance, and repair work, including associated materials. The Eligible Entity is responsible for consulting with legal counsel to determine if work sought under this contract qualifies as construction under G.L. c. 149 or G.L. c.30, § 39M.

Please refer to the following construction and construction-related labor requirements:

• Purchasing entities are responsible for compliance with applicable construction procurement law requirements. Information concerning specific G.L. c. 149 and c. 30 construction requirements may be found in the Office of the Inspector General’s Public Procurement Charts.
• It is the responsibility of the Eligible Entity to determine whether installation work includes construction as defined by M.G.L. c.149 or M.G.L. c.30, §39M. Chapter 30B Procurement Assistance from the Office of the Inspector General is available on the OIG Public Procurement web page. Access the 30B Hotline at 617-722-8838 or email 30B Hotline
• For further information about the public construction bidding laws, please email the Attorney General’s Office Bid Unit. Visit the Attorney General’s Public Construction web page to learn more about Public Bidding Laws. 

Note: Operational Services Division (OSD) does not provide legal guidance on construction law.

Construction Thresholds

Please refer to the following requirements:

• Construction services purchased under this contract are limited to $50,000 or less per engagement (job/project). The total cost of all maintenance and service agreements, including those spanning multiple years, shall not exceed $50,000 over the life of the contract.
• For construction materials and labor valued from $10,000-$50,000, the buyers must solicit a minimum of three (3) quotes and receive two written responses. The contract shall be awarded to the responsible bidder who offers the lowest price.
• For construction materials and labor estimated to cost less than $10,000, a Buyer may use sound business practices to award the work to a vendor without seeking additional quotes. Using an OSD statewide contract satisfies the sound business practices requirement of G.L. c. 149 for jobs costing less than $10,000.

The Massachusetts prevailing wage laws require that covered employees on public works projects be paid a minimum hourly rate set by the Department of Labor Standards (DLS). The prevailing wage laws apply to both union and non-union employers and employees. The buyer has a legal obligation to request a prevailing wage schedule from the Department of Labor Standards (DLS). To get the proper rates for your region/job, you must request a determination. Questions regarding the Prevailing Wage Law may be answered by accessing the DLS website or by calling the DLS Prevailing Wage Program at 617-626-6953.

If prevailing wage is required, make sure to include this information in your quotes or bids so vendors know to include prevailing wage.

In addition, all contracts by a state agency or state-assisted contracts for design, construction, reconstruction, installation, demolition, maintenance, or repair must contain Workforce Participation Goals for minorities and women. This is required by G.L. c. 149, § 44A(2)(G). A “state-assisted contract” is a construction project undertaken by a political subdivision of the Commonwealth or two or more subdivisions thereof for planning, acquisition, design, construction, demolition, installation, repair, or maintenance whose costs are paid for, reimbursed, grant funded, or otherwise supported, in whole or in part, by the Commonwealth. An affected awarding authority’s bid documents must include a reference to the specific goals that will be contained in the contract. The contract must also include the processes and procedures to ensure compliance with the Workforce Participation Goals, including reporting and enforcement provisions. For questions about the Workforce Participation Goals law, please email the Attorney General’s Office Bid Unit. 

The Office of the Attorney General’s Fair Labor Division is responsible for enforcing the prevailing wage laws. Review Prevailing Wage Enforcement for more information.

Buyers should always refer to a vendor’s Bidder Response Form (located in their COMMBUYS file) for their mark-up over prevailing wage and materials as well as a vendor’s charge for emergency services, holidays, and non-business hours.

Labor Hours

Business Hours (excluding holidays) are defined as Monday through Friday 7:00 a.m. to 5:00 p.m. Non-Business Hours are defined as periods outside of Business Hours.

Note: Many state facilities operate continuously (24/7).

Apprentice Labor Rates

Bidders may only include apprentice labor rates if they are participating in the Commonwealth's Approved Apprentice Program and can provide the required documentation. Refer to Information for apprentices to learn more.

Please refer to the following guidelines:

• Executive Departments must use diverse and small businesses to the extent possible based on contract terms, Supplier Diversity Office (SDO), and departmental policies, laws, and regulations.
• The Small Business Purchasing Program (SBPP) applies to small procurements ($250,000 or below annually), while the Supplier Diversity Program (SDP) applies to large procurements (over $250,000 annually). Executive Departments must consider these requirements when soliciting quotes or issuing Statements of Work (SOWs).
• Operational Services Division (OSD) provides a list of SDO businesses through the Statewide Contract Index. Refer to the Programs (SDP and SBPP) tab on the index (scroll to view the tab).

• In cases where all other factors are equal, and particularly when adhering to a best value approach, the department will favor the vendor with stronger SDP commitment.
• For more information, refer to Best Value Evaluation of SDP Plan Forms: A Guide for Strategic Sourcing Teams.
• Vendor SDP commitment percentages may be found on the Vendor List table.

• If available, departments must notify at least two certified small businesses capable of providing the product or service. Bids received from SBPP-participating small businesses must be evaluated, and if one meets the department’s best value criteria, the contract must be awarded to that vendor.
• For more information, refer to Best Value Evaluation of Responses to Small Procurements: A Guide for Strategic Sourcing Teams.
• Vendor SBPP Certification status can be found on the Vendor List table.

The awarded vendor’s use of subcontractors is subject to the provisions of the Commonwealth’s Terms and Conditions and Standard Contract Form, as well as other applicable terms of this Statewide Contract (SWC). 

Vendors on this contract may be required to provide products or services in cases of statewide emergencies. The 801 CMR 21.05(3) defines emergency for procurement purposes. Visit the Emergency Response Supplies, Services and Equipment Contact Information for Statewide Contracts list for emergency services related to this contract.

Vendors' performance is measured by several factors, including the following:

• Buyers provide actionable feedback on vendors for this contract to optimize performance through the Procurated platform. On the Procurated website, click "Search for a Massachusetts Vendor to Review", then search for the vendor by name and select them from the list. Once you enter your professional email address, you will be forwarded to the review screen.
• Buyers are encouraged to reach out to the Category Manager(s) (Jessica Ofurie or Jennifer Rubin) if vendors are not meeting their contractual obligations and buyers may be surveyed for vendor performance feedback.
• Vendors will be evaluated on their current performance and may be asked to work with the Commonwealth toward improvement.
• Vendors must meet all contractual requirements throughout the life of the contract, including requirements for timely and accurate report submission, to remain in good standing under the contract.
  

• Vendors are expected to respond to all quote requests from Buyers with a response of “No Bid” or a firm quote.

For general procurement guidelines and best practices, follow these recommendations:

• Buyers should inform vendors to reference Statewide Contract ITT85 on all quotes and invoices.
• No prepayment should be made for products not yet delivered or services not yet rendered.
• No sales tax should be applied to invoices.
• No fees or surcharges (including travel, fuel, delivery) should be applied to invoices.
• Special order fees must be agreed upon by both parties upfront.
• Payments for products or services provided must be paid within 45 days per Massachusetts Bill Payment Policy, or sooner if applying Prompt Payment Discount.
• Buyers are not required to sign additional agreements with vendors that conflict with the Request for Response (RFR) Terms and Conditions. Contact the Category Manager(s) (Jessica Ofurie or Jennifer Rubin) for guidance. 
• Vendors must notify buyers of product substitutions.

ITT85 Vendor Price Change Schedule

Vendors may submit an updated Pricing Sheet June 1 and/or January 1 within the contract terms and subject to approval by the SST.

EPEAT: Buyers are encouraged to request that any devices supplied under this contract—such as phones, servers, and other electronics—are registered with the Electronic Products Environmental Assessment Tool (EPEAT).  EPEAT-registered products help conserve energy, reduce environmental impact, and promote verified sustainable practices, while also offering potential cost savings.

Remanufactured, Reconditioned, or Refurbished Equipment: Whenever possible, buyers should consider equipment that is partially or fully remanufactured using existing product materials. They are cleaned and repaired in accordance with the original manufacturer’s specifications, with all unusable parts replaced using new or remanufactured components that meet OEM and regulatory standards.

Take Back Programs: Buyers should inquire with vendors about any available takeback programs, including whether such programs offer financial or environmental benefits.

Learn More

Explore the Environmentally Preferable Products (EPP) Procurement Program and discover detailed guidance in the EPP Products and Services Guide.

When placing orders with a vendor, MOSAIC users must reference the contract ID number ITT85* in the Agreement ID field in MOSAIC for encumbrances related to purchases from Statewide Contracts. Please address all inquiries regarding MOSAIC technical support and job aids by emailing the Comptroller Help Desk or by calling 617-973-2468. 

*The asterisk is required when referencing the contract in the Massachusetts Management Accounting Reporting System (MOSAIC).

UNSPSC for ITT85:

26-12-16 - Category 1 - Data Cabling and Services

83-11-00 - Category 2 – Voice Services

81-16-17 - Category 3 - Conferencing Services

81-11-21 - Category 4 - Data and Broadband Services

83-11-00 - Category 5 - Small Facility Services

83-11-23 - Category 6 - Fiber Telecommunication Services

83-11-22 - Category 7 - Managed Services

43-22-15 - Category 8 - Contact Center Technology Services (Call Management Systems)

43-20-00 - Category 9 - Components for Telecommunications; Related Equipment

83-11-15-07 - Category 10 - Contact Center as a Service

Category 1: Data Cabling and Related Services

• Provides the installation of low voltage and/or fiberoptic cable products, cabling design, maintenance, management, testing, troubleshooting and repair services.

All products delivered for installation must conform to UL or ETL (UL listed or Intertek) verified test standard at time of purchase under this contract and incorporate the most recent design changes from the manufacturer as of the scheduled delivery dates for that technology unless otherwise specified in writing by the customer.

Any product to be used as a replacement must be new and manufactured by a reputable manufacturer. The product must be equal to, or better than, the original product that is being replaced. Vendors must obtain the prior approval of the Buyer in writing for all substitutions for original products. Vendors must accept and replace at no additional charge any cable and cabling-associated hardware products provided under this contract determined to be counterfeit.

• For purposes of construction procurement bidding thresholds, the act of pulling cables or wiring through existing conduits is not considered a construction activity. The labor is however subject to prevailing wage law.
  

Category 2: Voice Services

• Voice services includes local exchange service, long distance service, international service, incoming and outgoing toll-free service, pay telephone service, SIP trunking, and Local Exchange Carrier (LEC), Inter-Exchange Carrier (IXC) for intra-LATA toll calling, Plain Old Telephone Service (POTS), Business Line, Direct Inward Dialing (DID), Primary Rate Interface (PRI), and related equipment and software.
  

Category 3: Conferencing

• Conferencing includes Cloud, On-Premises and Hybrid services for Audio Conferencing, Web Conferencing, Video Conferencing and related equipment and software.

Executive Department entities and entities supported by EOTSS for Network and Telecom Services that are procuring conferencing equipment, where the conferencing equipment will be connected to the state network, must comply with the EOTSS standards for Video Conference equipment configuration.

Category 4: Data Services and Broadband

• Data Services and Broadband includes a wide range of connectivity and bandwidth options delivering voice/data communications and/or internet access, including but not limited to: MPLS, Point-to-Point/Private Line), Ethernet, Internet Access, Layer 2 Ethernet Services, Cable based Broadband, Commercial Internet Services, Business Commodity Internet, and Fixed Wireless Services, such as Cellular, Satellite and Microwave.
  

Category 5: Small Facility Services

• Small Facility Services for small remote offices or group homes.
• Provides Internet services, dedicated and broadband, Television services, to include satellite, cable, fiber, and web base, and Voice services and Voice Over Internet Protocol (VoIP). Voice Services in this category should only be those associated with Small Facility Data Services (any “standalone” voice should be ordered via Category 2).
  

Category 6: Fiber Services

• Provides Fiber Services, such as Dark Fiber Services, LIT Fiber Services. This category is NOT for Internet services; use or refer to Category 4 for data and broadband services. 

Vendors should provide maps of coverage areas and are encouraged to provide detailed fiber route maps of their network in a common GIS file format (e.g., kml/kmz, ArcGIS Geodatabase, Shapefile).

Category 7: Managed Services

• This category provides management of buyer sites or enterprise voice and data network services inclusive of LAN and WAN managed services and Converged voice (VoIP) and data network services. Managed services include, but are not limited to: Internet Access, Co-location, Virtual Private Networking (VPN), email, ftp, hosting services (web sites and network service applications), Host name registration, portal services, firewall, network intrusion detection, data back-up Voice Over Internet Protocol (VoIP), PBX and Emergency Notification (reverse 911).
  

Category 8: Contact Center Technology

• The Contact Center solution category is for fully managed technology services that provide the infrastructure, software, integrations, security, and support needed to operate voice and digital customer communications in a Contact Center environment. This category includes call management systems. Interactive Voice Response (IVR), Automatic Call Distribution System (ACD), advanced call routing and other features. 
  

Category 9: Equipment Related to ITT85 Services

• Telecommunication Systems, Equipment and Equipment Services include but is not limited to the installation and maintenance of the voice and data network systems, software, and related peripheral equipment being proposed. Software under this contract must be for direct support and operation of the equipment and services procured under this contract. Equipment directly related to the network or communication services.
  

Category 10: Contact Center as a Service

• Provides a turn-key managed contact center solution including delivering trained, supervised representatives, technology office space, and management.

Vendors responding to Buyer RFQs must provide the buyer with the following business criteria and associated deliverables:

• Service Levels Agreements to determine deliverables on the following but not limited to:
  • Average speed of answer, Abandonment rate thresholds, First-contact resolution targets, System uptime percentage, Business Hours and Extension options (24/7/365).
  • Staffing Flexibility and Readiness:
    • Scalable staffing levels to handle seasonal or emergency surges and
    • Provide multilingual staff. 
  • Deliver training to staff on Eligible Entity standard operating procedures, business and program operations, and systems.
  • Soft skills and de-escalation training.
  • Technology Standards
    • Cloud-first architecture preferred. Adherence to interoperability, cybersecurity, and data privacy standards.
  • Secure integration with and/or utilization of buyer’s technology systems, as requested.
• Category 10 Performance Management:
  • Capable of providing reporting including call quality, performance, dashboards, and call monitoring.
  • Provide forecasts to inform staffing and operations.
  • Disaster Recovery/Continuity Testing: provide a continuity of operations plan, periodic testing of business continuity plans, and proof of recovery capability.
  • Operating Manuals: provide a complete set of system administration and/or maintenance manuals for the installed system in a digital or electronic format.

Please refer to the price list for each vendor on ITT85 to verify the counties they service. All price sheets are housed in the vendor file or the vendor’s Master Blanket Purchase Order (MBPO). The counties they service should be included in the top row of each price column. 

The Commonwealth of Massachusetts has been divided into fourteen counties that include specific counties as indicated in the Map of Massachusetts Counties in the Massachusetts Maps web page and the following list:

See the Vendor List and Information for regions covered.