AWARD
R -- Contact Center Operations
- Notice Date
- 9/1/2022 2:01:36 PM
- Notice Type
- Award Notice
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- OFC OF ACQUISITION AND GRANTS MGMT BALTIMORE MD 21244 USA
- ZIP Code
- 21244
- Solicitation Number
- 75FCMC22C0038
- Archive Date
- 09/15/2022
- Point of Contact
- Brian Humes, Phone: 410-786-8898, Deborah Lester, Phone: 410-786-5136
- E-Mail Address
-
brian.humes@cms.hhs.gov, deborah.lester@cms.hhs.gov
(brian.humes@cms.hhs.gov, deborah.lester@cms.hhs.gov)
- Award Number
- 75FCMC22C0038
- Award Date
- 08/31/2022
- Awardee
- Maximus Federal Services, Inc. VA 22102-4894 USA
- Award Amount
- 6601074760.00
- Description
- The purpose of this contract is to obtain contact center operations (CCO) support to respond to inquiries from the Centers for Medicare and Medicaid Services� (CMS�) customer service population. The CCO contractor shall provide accurate and high-quality customer service for all inquiries.� The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat.� This contract action was awarded competetively as a Cost Plus Award Fee (CPAF) type contract.� Pursuant to FAR 16.301-2, �Application�, the Contact Center Operations (CCO) contract is not suitable for a fixed-price contract type due to the uncertainties associated with the program requirements, which do not allow costs to be estimated with sufficient accuracy.� Additionally, in a fixed price contract, because the price is fixed and does not vary for a set scope of work, the vendors must consider many possible project scenarios and account for the most costly of those scenarios in its price. Therefore, fixed price contracts typically result in higher priced contracts when compared with cost reimbursable contracts for identical operations.�
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/402ba5f142b04bc79c0aa34ad5b31cb5/view)
- Place of Performance
- Address: USA
- Country: USA
- Country: USA
- Record
- SN06449403-F 20220903/220901230116 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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