Next Generation Desktop (NGD) - Industry Day

ID: NGD • Type: Presolicitation

Description

The Call Center Operations Group (CCOG), within the Centers for Medicare and Medicaid Services (CMS), is pleased to provide this Save the Date and invitation to current and prospective contractors to attend a virtual Industry Day to share important information on upcoming Call Center Systems solicitations on Thursday, January 16, 2025, from 10:00AM-11:30PM EST.

CCOG operates a nationwide toll-free, multi-channel contact center available 24/7/365 across multiple locations to meet national program objectives and comply with legislative mandates. Currently the Next Generation Desktop (NGD), a web-based Oracle Siebel Customer Relationship Management (CRM) application, is utilized by customer service representatives within a multi-channel contact center for assisting Medicare beneficiaries and Marketplace consumers. CCOG welcomes prospective contractors to learn more about the upcoming solicitations that will support the Next Generation Desktop (NGD) applications, and gain insights into the coming approach. Industry Day participants will have the opportunity to gain key insights into the current contract model, and the two upcoming solicitations:

Next Generation Desktop (NGD) operations, maintenance, and CRM modernization
Hosting of the various systems that support the Call Center, including the Next Generation Desktop

To register for the Industry Day, please email Lauren Holsey (lauren.holsey@cms.hhs.gov) and Patrick Forgione (patrick.forgione1@cms.hhs.gov). Further information and registration details will be provided.

Background
The Call Center Operations Group (CCOG), part of the Centers for Medicare and Medicaid Services (CMS), operates a nationwide toll-free, multi-channel contact center available 24/7/365. This initiative aims to meet national program objectives and comply with legislative mandates.

The upcoming solicitations are intended to support the Next Generation Desktop (NGD) applications, which utilize a web-based Oracle Siebel Customer Relationship Management (CRM) application to assist Medicare beneficiaries and Marketplace consumers.

Work Details
The contract will involve two main areas of focus:
1. Operations, maintenance, and CRM modernization for the Next Generation Desktop (NGD).
2. Hosting of various systems that support the Call Center, including the Next Generation Desktop.

Place of Performance
The contract will be performed across multiple locations nationwide.

Overview

Agency

CMS Office of Acquisition and Grants Management (OAGM) [HHS - CMS]

Response Deadline

Jan. 15, 2025, 12:00 p.m. EST Past Due

Posted

Dec. 31, 2024, 8:39 a.m. EST

Set Aside

None

NAICS

None

PSC

DA01 - IT And Telecom - Business Application/Application Development Support Services (Labor)

Place of Performance

MD 21244 United States

Source

SAM

Est. Level of Competition

Average

Odds of Award

55%

On 12/31/24 CMS Office of Acquisition and Grants Management issued Presolicitation NGD for Next Generation Desktop (NGD) - Industry Day due 1/15/25. The opportunity was issued full & open and PSC DA01.

Primary Contact

Name

Lauren Holsey Profile

lauren.holsey@cms.hhs.gov

Phone

(410) 786-3746

Secondary Contact

Name

Patrick Forgione Profile

patrick.forgione1@cms.hhs.gov

Phone

(410) 786-5153

Question & Answer

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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

Jan. 30, 2025

Last Updated By