SOLICITATION NOTICE
R -- CMS Contact Center Training and Content (CTC)
- Notice Date
- 10/22/2021 11:06:45 AM
- Notice Type
- Solicitation
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- OFFICE OF ACQUISITION GRANTS MGMT BALTIMORE MD 21244 USA
- ZIP Code
- 21244
- Solicitation Number
- 75FCMC21R0041
- Response Due
- 11/19/2021 8:59:00 PM
- Archive Date
- 08/05/2022
- Point of Contact
- Lauren Teal, Deborah S. Lester
- E-Mail Address
-
lauren.teal@cms.hhs.gov, deborah.lester@cms.hhs.gov
(lauren.teal@cms.hhs.gov, deborah.lester@cms.hhs.gov)
- Small Business Set-Aside
- SBA Total Small Business Set-Aside (FAR 19.5)
- Description
- CONTACT CENTER TRAINING AND CONTENT (CTC) PRE-PROPOSAL VIRTUALCONFERENCE (ADDED 10/22/2021) This is preliminary notice that CMS will be hosting a pre-proposal conference, the purpose of which will be to provide an overview of �CMS�s Call center Operations and to address some common themes that arose as a result of comments and questions received in response to the solicitation. Additional detail, to include a registration link as well as the conference date and time will follow shortly.� DESCRIPTION (ADDED 10/12/2021) The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Training and Content (CTC). The purpose of this contract is to obtain support to develop and maintain training and content solutions for use by customer service representatives (CSRs) within the Contact Center Operations (CCO) call center. CMS operates two nationally available 24x7 multi-channel contact centers (1-800 Medicare and the Marketplace contact centers) collectively called the Contact Center Operations (CCO) call center. In 2019, CCO handled 42 million phone calls across both the Medicare and the Marketplace programs. CMS relies on the contact centers to provide accurate, timely, relevant, understandable, and easily accessible information to help individuals manage their healthcare, including understanding their benefits, evaluating health plan options, and selecting and enrolling in plans. The training and content materials are used by CSRs to respond to inquiries. The training and content materials must be complete, accurate, and consistent across all contact center channels. This procurement will be a full and open competition, set-aside for small business concerns. The period of performance will be a base year plus four (4) one-year options.� The NAICS code applicable to this procurement is 541611 (Administrative Management and General Management Consulting Services) with a size standard of $16.5 million in average annual receipts.
- Web Link
-
SAM.gov Permalink
(https://beta.sam.gov/opp/8b3bbc3d32fa4b2c914b6458d4d4c0a6/view)
- Place of Performance
- Address: USA
- Country: USA
- Country: USA
- Record
- SN06162789-F 20211024/211023201357 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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