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Contact Center Operations   2

ID: 241315 • Type: Presolicitation

Description

The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering services across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and web chat, enabling multi-channel access with a high level of service across the United States and its territories.

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). 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's) customer service population.

Background
The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). 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’s) customer service population.

Work Details
The Contractor will support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, email, TDD/TTY, fax, and web chat.

Period of Performance
The period of performance will be a transition period plus nine (9) one-year options.

Place of Performance
The contract will be performed across the United States and its territories.
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Overview

Agency
CMS Office of Acquisition and Grants Management (OAGM) [HHS - CMS]
Response Deadline
May 16, 2024, 11:00 a.m. EDT Past Due
Posted
May 1, 2024, 9:45 a.m. EDT
Set Aside
None
NAICS
561422 - Telemarketing Bureaus and Other Contact Centers
PSC
R499 - Support- Professional: Other
Place of Performance
United States
Source
SAM
Current SBA Size Standard
$25.5 Million
Pricing
Multiple Types Common
Est. Level of Competition
Average
Est. Value Range
Experimental
$50,000,000 - $200,000,000 (AI estimate)
Odds of Award
55%
On 5/1/24 CMS Office of Acquisition and Grants Management issued Presolicitation 241315 for Contact Center Operations due 5/16/24. The opportunity was issued full & open with NAICS 561422 and PSC R499.
Primary Contact
Name
Brian Humes   Profile
Email
brian.humes@cms.hhs.gov
Phone
(410) 786-8898

Secondary Contact

Name
Deborah S. Lester   Profile
Email
deborah.lester@cms.hhs.gov
Phone
(410) 786-5136

Documents

Posted documents for Presolicitation 241315

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Additional Details

Source Agency Hierarchy
HEALTH AND HUMAN SERVICES, DEPARTMENT OF > CENTERS FOR MEDICARE AND MEDICAID SERVICES > OFC OF ACQUISITION AND GRANTS MGMT
FPDS Organization Code
7530-75FCMC
Source Organization Code
500019128
Last Updated
June 1, 2024
Last Updated By
brian.humes@cms.hhs.gov
Archive Date
May 31, 2024