SPECIAL NOTICE
D -- CMS' Contact Center Customer Service (CCCS) Program, Draft SOW and Presolicitation Conference
- Notice Date
- 7/25/2005
- Notice Type
- Special Notice
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of Health and Human Services, Centers for Medicare & Medicaid Services, formerly known as the Health Care Financing Administration, Office of Acquisition and Grants Management, 7500 Security Blvd. C2-21-15, Baltimore, MD, 21244-1850
- ZIP Code
- 21244-1850
- Solicitation Number
- Reference-Number-APPN-51020
- Description
- CONTACT CENTER CUSTOMER SERVICE PROGRAM (CCCS) DRAFT STATEMENT OF WORK & PRESOLICITATION CONFERENCE --- BACKGROUND: The Contact Center Customer Service (CCCS) Program is the overarching program that will guide the creation and consolidation of the Centers for Medicare & Medicaid Services? (CMS) beneficiary inquiry contact centers. These contact centers will require two main types of support: systems support and integration, and customer service-focused contact center operations. The Contact Center Operations (CCO) and Contact Center Systems and Support (CCS) Multiple Award, Indefinite Delivery, Indefinite Quantity (IDIQ) contracts are the vehicles that will be used to obtain customer service functions in support of a contact center environment within CMS? Contact Center Customer Service (CCCS) program. Individual task orders issued under these IDIQs will be issued for specific work necessary to support the Program. These IDIQs will be competed on a full and open basis. The CCO multiple award IDIQ will establish a pool of contractors who will compete for task orders for beneficiary contact center operations to include training, quality assurance, program management, and other functional requirements necessary to address beneficiary telephone, written and electronic inquiries. The CCS multiple award IDIQ will establish a pool of contractors who will compete for task orders for beneficiary contact center systems and support activities such as systems development, systems integration, systems operations, systems maintenance, quality assurance, program management, business continuity, systems security and performance management. Currently CMS has customer service activities operating under task orders issued under the existing Telephone Customer Service Strategy (TCSS) IDIQ and other stand alone contracts which support various functions in addition to call center operations. New task orders issued under the CCO and CCS multiple award IDIQs will take over the operations of ongoing customer service projects when the existing task orders/contracts end, in addition to supporting the development and implementation of new projects. NOTE: CMS also intends to set aside several areas for small businesses. These include: national training development and delivery; quality assurance, beneficiary satisfaction surveys and data analysis; and, operations management to include network oversight. These will be addressed in subsequent, separate procurements. --- DRAFT STATEMENTS OF WORK (SOW) AND PASS/FAIL CRITERIA: In an attempt to improve the understanding of CMS? CCCS Program requirements, to allow potential offerors to judge whether or how they can satisfy the Government's requirements, and to increase efficiency in proposal preparation, proposal evaluation, negotiation, and contract award, CMS is releasing for comment draft statements of work for both the CCO and CCS IDIQs and the first task orders under each of these multiple award IDIQs (i.e., Beneficiary Contact Center (BCC) and National Data Warehouse (NDW) respectively). In addition, CMS has attached ?Pass/Fail? criteria (also known as ?Go ? No Go?) that CMS intends to utilize in the evaluation of proposals submitted for both the CCO and CCS IDIQs. The intent of the ?Pass/Fail? criteria is to provide an initial screening of proposals. Proposals that do not pass this first level screening will not be considered further in the source selection process. CMS hopes that this early exchange of information with industry will assist with identifying and resolving concerns regarding: the acquisition strategy, including proposed contract type; acquisition planning schedules; the feasibility of the requirement, including performance requirements, ?Pass/Fail? evaluation criteria, and the availability of reference documents; and, any other industry concerns or questions concerning the CCCS Program. --- ABOUT THE PRE-SOLICITATION CONFERENCE: CMS will hold a pre-solicitation conference on Aug 09, 2005, at the CMS Single Site, 7500 Security Blvd, Baltimore, MD 21244, to explain to interested sources the CCO and CCS SOWs, the BCC and NDW task order SOWs, and the acquisition strategy. The conference will be held in the CMS auditorium and will start at 9:00 a.m. Attendees may check in at the registration table outside of the auditorium beginning at 8:00 a.m. It is anticipated that the conference will run to approximately 3:30 p.m. Organizations wishing to attend the conference must pre-register by Aug 01, 2005, and may do so by sending an E-mail to CCO@cms.hhs.gov . Communications shall include company name, address, name of attendees, phone number and E-mail address. To assist with an orderly entrance into the secured CMS facility, pre-registration is required for all attendees. Companies should limit participation to no more than 3 individuals. CMS is not responsible for travel costs to the conference. --- ANTICIPATED AGENDA: 9:00 to 12:00 --Introductions and Opening Remarks, Program Overview, Acquisition Strategy, CCO IDIQ SOW, BCC Task Order SOW, Questions & Answers -- 12:00 to 1:00 Lunch Break -- 1:00 to 3:30 -- CCS IDIQ SOW, NDW Task Order SOW, Questions & Answers. --- Directions can be obtained from www.cms.hhs.gov/about/agency/visiting/ . The closest airport is Baltimore Washington International (BWI). --- COMMENTS AND QUESTIONS: Submit comments or questions regarding the CCO and BCC via E-mail to CCO@cms.hhs.gov and comments or questions regarding the CCS and NDW to CCS@cms.hhs.gov . Attendees are encouraged to submit questions prior to the conference date. CMS will attempt to address those received prior to Aug 09, 2005, at the pre-solicitation conference. All interested parties will have an additional opportunity to provide comments and questions after the conference. CMS asks that all such inquiries be submitted no later than Aug 23, 2005, in order that they may be considered in the development of final solicitation documents. Each comment or question submitted shall include: 1) Statement of Work designation (i.e., CCO, CCS, BCC task order or NDW task order); 2) Section number (including any subparagraph designations); 3) Statement of Work section title; and, 4) Complete description of the inquiry. Comments and questions regarding the Pass/Fail criteria should clearly indicate the applicable Statement of Work designation (i.e., CCO or CCS). --- POINTS OF CONTACT: CCO and BCC issues should be addressed to Ms. Debbie Lester via Email at CCO@cms.hhs.gov or phone at (410)786-5136. CCS and NDW issues should be addressed to Mr. Mark Smolenski via Email at CCS@cms.hhs.gov or phone at (410)786-0175. --- NOTE: This program is subject to the availability of fiscal year (FY) 2006 funds. This means that funds have been identified for this program in the FY 2006 budget but have not yet been made available for obligation.
- Record
- SN00853722-W 20050727/050725211718 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
| FSG Index | This Issue's Index | Today's FBO Daily Index Page |