J-8 Proposal Assumptions.pdf

Contact Center Training and Content

RFP: 75FCMC21R0041

Attachment J-8, Proposal Assumptions

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The offeror shall use the following assumptions when developing proposed costs:

GENERAL ASSUMPTIONS

• Transition-In will not exceed 6 months

• There are 2,080 hours in a year

• Assume contract award date of August 5, 2022.

• The transition approach should ensure uninterrupted CCO access to up-to-date training and content materials.

• Network data connectivity and components will be provided to the contractor. CMS will support this infrastructure.

• Desktop support requirements can be found online in the CMS Internet Only Manuals (Pub. 100-9). Offerors should account for this in their proposals.

• Offerors should assume the transition is complete when all materials have been verified as transferred to them and when they are making all necessary ad hoc updates.

GOVERNMENT PROPERTY

• Government Furnished Property and Data – Assume that none of the property currently in the possession of the incumbent contractor will be available until after full transition has occurred.

• Assume that CMS will provide the following for use in the performance of the CTC Contract:

✓ Access to Government owned databases

✓ CMSnet within 5 months from award

✓ NDW: dependent on the implementation of CMSnet connectivity, this application does not require any additional installation requirements as it is a web-based application with no software resident on computers.

✓ LMS: dependent on the implementation of CMSnet connectivity, this application does not require any additional installation requirements as it is a web-based application with no software resident on computers.

✓ Healthcare Training and Knowledge Resources (HTKR) website: dependent on the implementation of CMSnet connectivity, this application does not require any additional installation requirements as it is a web-based application with no software resident on computers.

✓ NGD Desktop/licenses (with maintenance)

✓ Data Circuits

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Contract Line Item Number (CLIN) STRUCTURE For each period of performance, the following CLINs will be used. For pricing purposes, the offeror should assume the pricing assumptions are for all periods of performance unless otherwise noted and/or specified separately as part of the offeror’s pricing assumptions:

1. Training - CLIN 1

2. Content - CLIN 2

3. Continuous Improvement - CLIN 3

4. Program Management - CLIN 4

CLIN ASSUMPTIONS

• Training Instructors are provided by the CCO. The CCO trainers will deliver the class room training the Offeror creates. The only instructor led training the Offeror will have to perform are “Train the Trainer” sessions. An estimate of “Train the Trainer” sessions is below.

• Transition Out - Offerors should assume full operations through the end of the period of performance. Transition costs will be negotiated and finalized during the last option period. The contract will be modified appropriately at that time.

• The Offeror should assume at a minimum biannual meetings with CMS at a CMS location in Baltimore, MD. The cost for travel for team members should be included in their associated CLINs (Training, Content, Continuous Improvement or Program Management).

• The Offeror should assume that they will visit the contact centers to understand the operations and types of inquiries. The Offeror should assume at a minimum four (4) total visits to a contact center location per year. For pricing purposes, the offeror should use Baltimore, MD as the call center location. Additionally, the offeror should assume a maximum of ten (10) associates per call center visit. The cost for travel for team members should be included in their associated CLINs (Training, Content, Continuous Improvement or Program Management).

• The Offeror should assume that no fee is added to travel costs.

Training Volumes

• The offeror should assume the following volumes for the various types of materials to be produced for training:

Training (English)

# of existing training products (Training and Training products are in English only)

~1,000 curricula products

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Essential Job Training (EJT) Create ~3 new e-Learning Modules per month to support refresher training, system releases, and key policy or program changes

New Hire Training Curricula and other Train-the-Trainer classroom training

Deliver ~5-25 days of Train-the-Trainer Courses per year to ~10 to 25 participants.

Curricula Materials ~1,000 products; update on an as-needed basis, and reviewed at a minimum annually, to ensure materials are always up-to-date

Training Alerts Create new alerts; archive obsolete materials; 50 alerts created or updated in 2020

Job Aides 69 active; continuously updated, create new as needed; archive obsolete materials

BUZZ Develop ~4-8 new microlearning products per month delivered through Content Viewer

Processing Manuals/Reference Materials 59 active and used in training, continuously updated, create new as needed

• The offeror should assume the following breakdowns when developing the various training materials.

Medicare Training

Materials

New Hire

Claims Essentials Curricula Alternate Channel Curricula

A/B

Blended Tier I

DME Tier I

Gen Med/Part B Tier II

Part A Tier II

DME Tier

II

Written Correspondence

Web Chat Advanced Resolution

Center

Instructor Guides 40 45 21 16 12 11 12 15 15 Participant Guides 38 37 16 13 6 7 10 13 13 eLearning Modules 41 15 8 6 1 1 5 6 7 Assessments 12 8 6 6 4 4 4 4 4 Certifications

3 1 1 1 1 1 1 1 1 Trainer Resources

9 2 2 2 2 3 3 2 2 Process Manuals

0 0 0 0 0 0 4 0 3 Job Aids 6 0 0 2 0 0 11 5 12 Quick References 15 0 0 6 0 0 0 0 0 Total 164 108 54 52 26 27 50 46 57

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(*)Roadmaps for existing training curricula are provided in the SOW Attachment 1, Library of Documents

Marketplace Training

Materials (*)

New Hire Tier 2 ARC

ARC

Casework Password Reset/ Account Unlock

Instructor Guides 24 7 8 9 14 Participant Guides 26 8 10 12 13 eLearning Modules 21 0 0 5 0 PowerPoints 1 0 0 0 0 Assessments 6 2 4 2 4 Certifications 1 1 1 0 1 Trainer Resources 4 3 4 2 1

Reference Materials 15 0 0 0 0 Job Aids 4 0 4 0 0 Total 102 21 31 30 33

(*)Roadmaps for existing training curricula are provided in the SOW Attachment 1, Library of Documents

Content Volumes

• The offeror should assume the following volumes for the various types of materials related to Content Development:

Content Development Services (English and Spanish)

Phone Scripts ~3,200 available scripts (1,600 English, 1,600 Spanish); there were ~2,000 script updates made in 2020 and fewer than 50 new scripts created

NGD Messages ~180 messages created/updated in 2020

CSR User Alerts ~250 new alerts created in 2020

Quick Letters ~100 active and updated as-needed

Reference Materials ~325 materials (~300 Medicare, ~25 Marketplace);

predominantly sample Medicare mailings (English and Spanish)

Proactively Review Medicare and Marketplace Policy Changes

Continuous

NGD Agent-Partner Contact List (Helpful Contacts Database)

Updated quarterly