RFI_Vendor_Response_Spreadsheet.xlsx
XLSX spreadsheet 13 KB Posted
- Solicitation number
- 279999
About this file
This file is a Request for Information (RFI) response template spreadsheet designed to collect vendor capabilities and qualifications for CMS's SI-assisted omnichannel contact center modernization initiative. The spreadsheet template guides vendor responses across multiple sections: vendor profile and qualifications (company information, DUNS/UEI, CAGE code, POC details); conflict of interest disclosures certifying no affiliation with insurance carriers, health plans, brokerages, or financial steering arrangements; technical capabilities addressing agentic and conversational AI, omnichannel integration, knowledge management, and HIPAA/PHI compliance; and discovery sprint contributions organized by week (baseline, discovery, analysis, and synthesis phases). Vendors must address complex policy-dependent query resolution, multi-step interaction handling, escalation protocols, and platform scaling from pilot to production across Medicare and ACA Marketplace populations.
The template requires vendors to provide detailed pricing models covering per-agent-seat licensing, per-interaction pricing, platform infrastructure fees, implementation and integration costs, and ongoing support, with total cost of ownership estimates for CMS's ~30-40 million annual contacts. Critical evaluation areas include workforce transition costs (reskilling, severance, dual-running expenses), outcome-based pricing options, seasonal demand accommodation during ACA Open Enrollment Periods, FedRAMP authorization status for all components, health equity and access strategies for underserved populations, multilingual capabilities, and governance frameworks for pilot performance evaluation with defined go/no-go criteria. The RFI is issued for market research purposes only and does not constitute a solicitation or commitment to award; responses will not be compensated.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| SI Assisted Omnichannel Experience Request for Information.pdf |
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
RFI Response
| Vendor Name | Cover Page | Cover Page | Cover Page | Cover Page | Cover Page | Cover Page | Cover Page | Cover Page | Sec 2 - COI Disclosure | Sec 2 - COI Disclosure | Sec 2 - COI Disclosure | Sec 2 - COI Disclosure | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 3 - Vendor Profile and Qualifications | Sec 4.1 - Agentic and Conversational SI | Sec 4.1 - Agentic and Conversational SI | Sec 4.1 - Agentic and Conversational SI | Sec 4.1 - Agentic and Conversational SI | Sec 4.1 - Agentic and Conversational SI | Sec 4.2 - Omnichannel Integration and Infrastructure | Sec 4.2 - Omnichannel Integration and Infrastructure | Sec 4.2 - Omnichannel Integration and Infrastructure | Sec 4.4 - Knowledge Management and Compliance | Sec 4.4 - Knowledge Management and Compliance | Sec 4.4 - Knowledge Management and Compliance | Sec 4.4 - Knowledge Management and Compliance | Sec 5.1 - Problem Definition and Scope | Sec 5.1 - Problem Definition and Scope | Sec 5.1 - Problem Definition and Scope | Sec 5.2 - SI Deployment Boundaries and Governance | Sec 5.2 - SI Deployment Boundaries and Governance | Sec 5.2 - SI Deployment Boundaries and Governance | Sec 5.2 - SI Deployment Boundaries and Governance | Sec 5.3 - Health Equity and Access | Sec 5.3 - Health Equity and Access | Sec 5.3 - Health Equity and Access | Sec 5.3 - Health Equity and Access | Sec 5.4 - Workforce Transition | Sec 5.4 - Workforce Transition | Sec 5.4 - Workforce Transition | Sec 5.5 - PHI, HIPAA, and Data Governance | Sec 5.5 - PHI, HIPAA, and Data Governance | Sec 5.5 - PHI, HIPAA, and Data Governance | Sec 5.6 - Sprint Planning and Collaboration |
| (enter vendor name in this column) | cover_company | cover_duns | cover_cage | cover_poc_name | cover_poc_email | cover_poc_phone | cover_date | cover_role | COI-CERT | COI-1 | COI-2 | COI-3 | ORG-1 | ORG-2 | ORG-3 | ORG-4 | ORG-5 | ORG-6 | ORG-6 | TECH-1 | TECH-2 | TECH-3 | TECH-4 | TECH-5 | TECH-6 | TECH-7 | TECH-8 | TECH-9-KB | TECH-10 | TECH-11 | TECH-12 | SPRINT-1 | SPRINT-2 | SPRINT-3 | SPRINT-4 | SPRINT-5 | SPRINT-5A | SPRINT-6 | SPRINT-7 | SPRINT-8 | SPRINT-9 | SPRINT-10 | SPRINT-11 | SPRINT-12 | SPRINT-13 | SPRINT-14 | SPRINT-15 | SPRINT-16 | SPRINT-17 |
| Vendor Name | Company Legal Name | DUNS / UEI Number | CAGE Code | Primary Point of Contact — Name | POC Email | POC Phone | Date of Submission | Primary Role You Are Responding As (Generalist Integrator/Prime, Specialized/Niche SI Vendor, Technology Partner/Subcontractor, Call Center/BPO Operator, or Other) | COI Certification: Confirm you can certify to ALL items in RFI Section 2.1 (not an insurance carrier/health plan, not an agency/brokerage, not an FMO, not an EDE/DE entity, no financial incentive to steer, no ownership/affiliation with the above). Enter YES or list exceptions. | COI-1: Current or recent (3yr) relationship with an insurance carrier, health plan, agency, brokerage, or FMO? If yes, describe and explain mitigation. | COI-2: Does a parent/subsidiary/affiliate earn revenue from Medicare/Medicaid/Marketplace insurance sales or commissions? If yes, describe and explain mitigation. | COI-3: Did you previously respond to CMS RFI Notice ID 269999 (Feb 2026)? If yes, has your COI status changed? | Legal name, DUNS/UEI, CAGE code, business size, and applicable NAICS codes. | Primary business focus and core competencies related to SI-assisted contact center modernization. | Federal SI-enabled contact center experience (agency, contract vehicle, period of performance, scope, annual volume, outcomes; prime vs. subcontractor). | Largest comparable deployment (annual interaction volume) vs. CMS's scale; your role (prime/sub/tech partner); who owned the core SI technology; how your experience translates to CMS. | Planned teaming arrangements/subcontractors/tech partners and their roles; who owns the core SI technology on the team; how you maintain accountability and CMS visibility. | Health insurance/Medicare/Medicaid/ACA Marketplace contact center experience: populations served, equity considerations, direct vs. subcontracted vs. licensed delivery, evidence of your technology's own performance. | CMS-side staffing/oversight/resourcing your engagement model requires; minimum viable CMS-side team; how needs differ for core SI tech vs. integration/program management. | How your solution handles multi-step, multi-intent interactions (with containment rate examples); is the SI engine proprietary, licensed, or subcontracted/OEM; expected scaling behavior at CMS's volume. | How interactions exceeding SI resolution are escalated: triggers, warm transfer/routing approach, context preservation at handoff, and any telephony/CRM integration gaps. | Approach to scaling from pilot to production: success factors, common failure modes, and your organization's role (technology vs. program management) in comparable transitions. | Approach to intent recognition/resolution for complex, policy-dependent queries, and how your solution stays current with policy changes. | Support for proactive outreach / outbound SI-assisted communications in government or healthcare contexts. | Omnichannel capabilities across phone/chat/web/email/mail: how context is passed to/from an external CRM, what triggers are needed, any native continuity capability, and integration methods used (APIs, webhooks, event streaming). | Experience integrating with CRM platforms, cloud contact center infrastructure (Amazon Connect, Genesys, Cisco), and government data systems. | Cloud-native capabilities and experience supporting cloud migrations without service disruption. | Knowledge base architecture and content governance: how it's structured/maintained, who owns content, performance when knowledge is incomplete/outdated, quality metrics tracked, and remediation examples. | How your solution identifies and surfaces knowledge gaps to content owners, and average gap closure timeline from a production deployment. | Current FedRAMP authorization status for each component (FedRAMP In Process / Agency ATO / JAB Provisional ATO / Not Yet Authorized) with details, plus any non-authorized third-party components. | PHI/HIPAA compliance approach: data minimization, retention/deletion, audit logging, breach notification, SI training limitations, and personalization constraints. | Do Medicare and ACA Marketplace populations require fundamentally different SI deployment strategies, or can a common platform serve both with configuration? | Which friction type (informational, navigational, or trust-based) is most prevalent in your experience, and how does your solution address each? | How do policy changes affect contact volume patterns, and how quickly do effects appear in call data? | Approach to defining the SI-assisted vs. human-required boundary in a government benefits context, and how it's maintained/updated. | Recommended evaluation framework for pilot performance (containment, CSAT, compliance, equity, safety) and go/no-go criteria for scaling to production. | How this evaluation framework would be governed after pilot approval: re-evaluation cadence, go/no-go ownership, and early-warning indicators. | Recommended approach to separate CSAT measurement for SI-assisted vs. live-agent interactions. | Capabilities for serving diverse populations with digital access/literacy gaps, ensuring containment improvements don't reduce access. | Approach to equity measurement: recommended metrics and how disparities across demographic groups are identified/remediated. | How your solution supports beneficiaries who prefer/require human interaction even when SI resolution is possible. | Multilingual support experience: real-time translation, LEP-specific IVR/IVA, languages supported, and process for adding new ones. | Experience supporting workforce transition (reskilling, role redesign, change management) and common challenges. | Agent augmentation approach (tools, real-time guidance, knowledge management) and how AHT is reduced without sacrificing quality. | Change management approach for contact center modernization in a large federal agency. | PHI/HIPAA compliance approach, including certifications/audits/frameworks maintained. | PHI/HIPAA constraints on SI personalization in a Medicare/Medicaid/Marketplace context; what's feasible today vs. what needs regulatory clarity. | Data governance capabilities: data lineage, audit logging, access controls, retention policies. | Contributions you could make to each week of CMS's 4-week Discovery Sprint (Week 1 Baseline, Week 2 Discovery, Week 3 Analysis, Week 4 Synthesis). |
This is the start of the file's text. The full file is on GovTribe.
File details come from the government source that posted it. Updated .