TrainingandContent(CTC) Competition.pptx
PPTX presentation 368 KB Posted
- Attached to
- CMS Contact Center Training and Content (CTC) Federal contract opportunity
- Solicitation number
- 75FCMC21R0041
About this file
This pre-proposal presentation outlines requirements for the Centers for Medicare and Medicaid Services Contact Center Training and Content contract. CMS operates two large national contact centers providing information to Medicare beneficiaries and health insurance marketplace consumers. The contact centers handled over 42 million calls in 2019. This procurement will provide training and content development support to the contact center customer service representatives. The contractor must develop and maintain accurate, consistent materials across all contact center channels to address caller inquiries. The base contract period of one year plus four one-year options will be set aside for small businesses under NAICS code 541611 with a size standard of $16.5 million.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| 75FCMC21R0041- Amendment 0003.zip | ZIP file | |
| 75FCMC21R0041- AMENDMENT 00002.zip | ZIP file | |
| Solicitation 75FCMC21R0041-Amendment 1.zip | ZIP file | |
| LINK - Virtual Pre-Solicitation Conference.docx | DOCX document | |
| CTC Pre-Proposal Conference- Registration List.pdf | ||
| SF33_75FCMC21R0041 Solicitation.pdf | ||
| SOW Attachment 1- CTC Library of Documents.zip | ZIP file | |
| J-9 Pricing Template.xlsx | XLSX spreadsheet | |
| J-4 Property List.xlsx | XLSX spreadsheet | |
| J-7 Voluntary Product Accessibility Template (VPAT).doc | DOC document | |
| J-6 Past Performance Questionnaire.docx | DOCX document | |
| J-8 Proposal Assumptions.pdf | ||
| Cover Letter.pdf | ||
| J-1 Schedule.xlsx | XLSX spreadsheet | |
| J-2 Award Fee Evaluation Plan.pdf | ||
| J-3 Statement of Work (SOW).pdf | ||
| J-5 COI Submission Template.docx | DOCX document |
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Text version
Call Center Training and Content Pre-Proposal Conference
October 2021
Agenda Welcome & Introduction Program Overview & Customer Experience Marketplace Operations Medicare Operations
Welcome & Introduction Debbie Lester, Contracting Officer Lauren Teal, Contract Specialist Frances Harmatuk, Director of Call Center Operations Group (CCOG)
Agenda Welcome & Introduction Program Overview & Customer Experience
Program Overview Both 1-800 MEDICARE and the Health Insurance Marketplace provides unbiased responses to Medicare Beneficiaries, general Marketplace inquiries from consumers, their families and caregivers, and other individuals and entities that support consumers.
24-hour, 7-day a week, toll-free call center Closed on: Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas In addition to English and Spanish, the call center provides assistance in more than 200 languages through an interpretation and translation service.
Customer Experience
CSAT
MP CSAT Jan 16 Feb 16 Mar 16 Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 Nov 20 Dec 20 0.77477944125117004 0.76364507667473802 0.76902240077915796 0.78899451893599204 0.79802618328298103 0.80125774086697699 0.81965144230769205 0.805960093288417 0.79047671656631502 0.79488859764089104 0.84685292282790103 0.84091920540518705 0.84596163397069801 0.82769798523838001 0.83838548330813101 0.83567084522775203 0.82127222201073502 0.824452420393889 0.81281636486980102 0.81390778533635699 0.80949616902716504 0.86027866047421198 0.90365024039808595 0.88674200867036601 0.87192820598842602 0.89523437309167297 0.89604562919122699 0.89804021668226597 0.89015991595657795 0.88614030799315602 0.88766154865790403 0.88728522336769799 0.87409523809523804 0.88301241767633598 0.90872100339779405 0.89787472419430403 0.88054931995246299 0.90370686993897098 0.90873709987755802 0.90631295131248701 0.89553820193854705 0.89740156699395002 0.89958541969525696 0.90330430327868905 0.89623397435897401 0.88789717957872205 0.90756462119917203 0.91586708413291595 0.89367764381260895 0.91584479826866605 0.91678874890126005 0.91740108756797301 0.90116094652033196 0.88658988873706801 0.89473684210526305 0.90856263886515098 0.905046181572426 0.89274014583113204 0.90480018373909099 0.90634913608664203 Med CSAT Jan 16 Feb 16 Mar 16 Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 Nov 20 Dec 20 0.89179775280898899 0.902388369678089 0.91628202647798596 0.92433144246353305 0.93107137762138004 0.93497856321238104 0.93517754895261396 0.93846595805802902 0.93281436423024999 0.93548294269147203 0.93359255658936302 0.92778236302456996 0.92921948984267599 0.93568099960739504 0.94127717597151705 0.94006159677801504 0.93951934065173004 0.94365558385374904 0.94219294846958601 0.94059080773685 0.93457321446869601 0.93580314174157797 0.93609027360672703 0.93159094405056597 0.933652549602356 0.93762452347708802 0.94239777186985696 0.94098689611139796 0.94435194768183095 0.94378473412101305 0.94319686721253104 0.94393317631061402 0.94670792107784896 0.94440057555976697 0.94207374923573195 0.94088288247225305 0.94233475563761604 0.94718966356716205 0.94813676083036702 0.94574816079024604 0.947802402805761 0.94886321058705403 0.94858011314063795 0.94928538497003201 0.94413918218718595 0.94041222313371597 0.93947410984542201 0.94172946680771696 0.94197734565589297 0.94911991199119905 0.94963319397333801 0.945436492048494 0.93727970484567003 0.93534100974313605 0.93982219240124099 0.94110324663105904 0.94156886659780203 0.94147394627817904 0.93739869320527203 0.93408247422680402
Call Center Enterprise We have the following separate contracts supporting the operation:
Language Line (Small/Women Owned) Contact Center Connect (C3) Help Desk (Small/8a) Call Center Training and Content (Small Business) Acquisition Support & Data Analytics (Small Business) Print Operations (Small/Veteran Owned) Virtual Contact Center Support (VCS) (Small/SDVOSB) Ability One Support National Data Warehouse (NDW) (Large) Next Generation Desktop (NGD) (Large) Telephony (GSA/EIS) Independent Quality Assurance (Small Hubzone)
Contact Center Operations (CCO) Technology
Next Generation Desktop (NGD) National Speech Interactive Voice Response (IVR) System (or Self Serve IVR) Computer Telephony Integration (CTI) Intelligent Call Routing (ICR) National Data Warehouse (NDW) Application Service Management (ASM) Workforce Management (WFM) Automated Quality Monitoring (AQM) Learning Management (LMS)
Program Overview & Customer Experience
Marketplace Background/Overview Marketplace call center supports all the non-State based Marketplace consumers and handled 14.3M (14,366,049) calls during 2020.
Call volume peaks during the annual open enrollment period when we are assisting consumers with:
Filling out the application for eligibility Comparing and enrolling in plans Re-enrollees updating their application each year As a result these calls tend to be longer on average.
During other times of the year, the Marketplace call center assists consumers with:
Resolving data matching issues Updating their application information Any unresolved issues they are having with their plans (premiums are incorrect) Cancelling coverage when there are changes (i.e., aging into Medicare or getting employer coverage) Special enrollment periods Assisting consumers with tax-related questions
Marketplace Consumer Call Volume Over the Years
Marketplace Call Volume
Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 20-Nov 20-Dec 4133647 2233913 2092365 1542831 1213539 990588 897714 914939 742811 885171 3419022 4731229 1951351 1647031 1693203 1424579 1080897 854291 809800 789930 691833 860783 2816495 3831458 1693855 1706486 1861924 1357905 1096717 859231 821081 729772 668325 744892 2171485 3491503 1456567 1361264 1317717 847713 623923 644765 734062 685630 707842 742610 2174502 3069454
Program Overview & Customer Experience
Medicare Background/Overview 1-800 MEDICARE support our Medicare beneficiaries and handles approximately 24M (24,056,264) calls annually.
At 1-800 MEDICARE, for beneficiaries in Original Medicare (that are not in a Medicare Advantage Plan), we are their insurance company. We assist beneficiaries with questions they may have about:
Billing Understanding what Medicare covers Locating providers and suppliers that accept Medicare Coordinating their benefits (if they have other insurance or when Medicare will pay primary) Comparing and enrolling in prescription drug plans
Because we are the beneficiaries’ insurance company, we have more consistent call volumes throughout the year, with a minor increase in calls during the open enrollment period.
1-800 MEDICARE Call Volume Over the Years
1-800 MEDICARE Volume
Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 20-Nov 20-Dec 2192281 1913389 2002222 1606435 1694417 1670065 1562494 1685827 1587093 2098513 2217829 2128426 2112455 1747717 1939061 1779717 1765626 1781277 1957963 2056473 2231515 2880128 2501304 2234790 2425558 2084872 2176005 1903244 1995281 1710318 1823443 1793194 1882943 2413269 2298767 2586502 2733202 2111714 1934426 1536266 1470965 1746387 1752762 1708353 1872010 2339499 2375891 2474789 Jan 17 Feb 17 Mar 17 Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 20-Nov 20-Dec 28143 25041 26165 21340 21358 20947 21106 22792 22945 31306 34059 35204 34876 31348 33057 30331 29349 29671 33084 36447 35733 57039 60729 61585 59592 58516 57117 50609 44487 40289 50802 62439 70824 114758 126093 133585 105733 87639 80559 72345 64373 75464 79644 76825 79376 129804 144559 163759
Call Center Operations
Call Volume
Medicare Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 20-Nov 20-Dec 2112455 1747717 1939061 1779717 1765626 1781277 1957963 2056473 2231515 2880128 2501304 2234790 2425558 2084872 2176005 1903244 1995281 1710318 1823443 1793194 1882943 2413269 2298767 2586502 2733202 2111714 1934426 1536266 1470965 1746387 1752762 1708353 1872010 2339499 2375891 2474789 Marketplace Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19 Apr 19 May 19 Jun 19 Jul 19 Aug 19 Sep 19 Oct 19 Nov 19 Dec 19 Jan 20 Feb 20 Mar 20 Apr 20 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 20-Nov 20-Dec 1951351 1647031 1693203 1424579 1080897 854291 809800 789930 691833 860783 2816495 3831458 1693855 1706486 1861924 1357905 1096717 859231 821081 729772 668325 744892 2171485 3491503 1456567 1361264 1317717 847713 623923 644765 734062 685630 707842 742610 2174502 3069454 MedChat 34876 31348 33057 30331 29349 29671 33084 36447 35733 57039 60729 61585 59592 58516 57117 50609 44487 40289 50802 62439 70824 114758 126093 133585 105733 87639 80559 72345 64373 75464 79644 76825 79376 129804 144559 163759 image1.png image2.jpeg
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