Solicitation 75FCMC21R0041-Amendment 1.zip

This document outlines a federal solicitation for contact center training and content support services. The Centers for Medicare and Medicaid Services seeks to award a contract to develop and maintain training and content solutions for customer service representatives within its Contact Center Operations call center. In 2019, the contact centers handled over 42 million phone calls across Medicare and Marketplace programs. The selected contractor will provide complete, accurate, and consistent training and content materials across all contact center channels to help individuals understand and manage their healthcare benefits and insurance options. This will be a full and open competition set aside for small business concerns, with a base year plus four one-year option periods. The applicable North American Industry Classification System code is 541611 for administrative management and general consulting services up to $16.5 million in average annual receipts.