75FCMC21R0041- AMENDMENT 00002.zip

This document provides details for a federal contract solicitation. The Centers for Medicare and Medicaid Services is seeking to award a contract to develop and maintain training and content solutions for use by customer service representatives within its Contact Center Operations call center. In 2019, the contact centers handled 42 million phone calls across Medicare and the Marketplace programs. The selected contractor will be responsible for creating complete, accurate, and consistent training and content materials across all contact center channels to help customer service representatives respond to inquiries about healthcare benefits, health plan options, and enrollment assistance. The period of performance is a base year plus four option years. As a small business set-aside, the contract is restricted to small business concerns as defined by a NAICS code 541611 size standard of average annual receipts not exceeding $16.5 million.