MLMS Sources Sought Notice.docx

Department of Health and Human Services (DHHS) Centers for Medicare & Medicaid Services (CMS) Center for Consumer Information and Insurance Oversight (CCIIO)

SOURCES SOUGHT NOTICE

The Centers for Medicare and Medicaid Services (CMS) is issuing this Sources Sought Synopsis as a means of conducting market research or as a market survey to determine the availability of potential qualified vendors with the technical ability to provide all management, supervision, administration and labor for the Marketplace Learning Management System (MLMS) for Federally Facilitated Exchange (FFE) Agents & Brokers, Assisters (Navigators, Certified Application Counselors (CACs), Enrollment Assistance Personnel (EAP), “Other” assisters, State-Based Exchanges using the Federal Platform (SBE-FP) Assister role, and users from the Center for Program Integrity (CPI) and contractor groups.

The Contractor shall serve as an MLMS integrator, offering assistance with managing and testing all content that is prepared and developed by CMS, the Center for Consumer Information and Insurance Oversight (CCIIO), CPI, and their contractor(s). These training materials will be delivered for consumer usage via the MLMS service by the successful Contractor.

Specific activities include but are not limited to:

· maintaining an online MLMS service to enable online registration, training, and testing for Agents, Brokers, Assisters, and CPI Users and contractor groups

· contracting with Cornerstone on Demand (CSOD), which is a Software as a Service (SaaS) solution, to purchase the license for the MLMS on an annual basis

· continuing to provide and maintaining a vehicle on the MLMS service to support collaborative/social learning and enhanced communications resources for training needs and updates

· during the base year, developing a new “Assister profile” on the MLMS landing page with historical training completion statuses shown

· during the base year, providing a new ability to notify Assisters when their certification is about to lapse

· supporting the delivery of multi-media training venues, including web-based training, virtually led instructor trainings, recorded videos to be viewed “on demand” by end users, and live webinars

· administering the Training Catalog which requires uploading, testing, and version updating of courseware

· providing technical support for the MLMS service

· collecting, maintaining, exchanging, and securing data related to the registration, training, and testing

· providing new ability for CMS to pull customized data reports from the MLMS

· maintaining training content documentation, including documenting content received and any minor edits made to the content

· assisting in validating Agents and brokers by continuing to host the separate MLMS landing page containing Agent/Broker profile screens

· sending a notification via API to the Identity Management System (IDM) system to grant an Agent/Broker role whenever training is satisfactorily completed for an Agent/Broker

· operating an email and service desk support system using an existing chat bot for MLMS, or by proposing another solution to provide automated responses to commonly asked questions, with an elevated tier for more complicated service desk questions. The solution must be proven to decrease costs, increase timely response rates, and assist consumers by providing accurate, timely information in response to their Service Desk needs

· providing help desk support in compliance with the service level agreements defined below

· automating and improving processes to support enhanced data collection, analytics, and reporting to end users by working with CCIIO to create opportunities to collect feedback from assisters

· validating Navigator details via the Health Information Oversight System (HIOS) webservice ‘RetrieveAssister’ for a valid Navigator ID. The HIOS Assister module allows the Grantee Organization to attest to the key Navigator metrics. The Navigator ID created in the HIOS Assister module is used by Navigators to complete their training in MLMS.) System connections are done using Application Programing Interfaces (APIs).

· responding to the HIOS requests via API with the supplied user’s assister training completion status for the requested time period. The HIOS system makes a call to the MLMS completion service once a day. HIOS provides a single date parameter. We provide records from the parameter date –1 to current date. The HIOS system will use the data obtained from MLMS to display certification training status to HIOS system users. HIOS only receives completion status for Navigators.

· validating CAC and EAP details via Salesforce API for a valid CAC or EAP ID. The CAC and EAP IDs tracked in the CAC/EAP roster in Salesforce are used by CACs and EAPs to complete their training in MLMS.

· responding to Salesforce requests via API with the supplied CAC or EAP user’s assister training completion status for the requested time period. Salesforce will use the data obtained from MLMS (First/Last name and email address along with training completion and ID information) to display certification training status for CACs and EAPs.

· providing additional supporting services related to these efforts.

This work is being procured by CMS’s CCIIO, in support of the health insurance exchanges (Exchanges), as required under the Patient Protection and Affordable Care Act (PPACA) as well as in support of training needs for the target audiences.

Services are provided to CMS in Bethesda, Maryland. The applicable North American Industry Classification System (NAICS) code to this procurement is 611430, “Professional and Management Development Training: Continuing education online learning marketplace services (through a website or mobile application).”

THERE IS NO SOLICITATION AT THIS TIME. This request for sources and vendor information does not constitute a request for proposal; submission of any information in response to this market survey is purely voluntary; the Government assumes no financial responsibility for any costs incurred.

REQUIRED CAPABILITIES: Required capabilities include but are not limited to:

· providing strong project management skills via a full-time, dedicated project manager

· providing a Learning Architect to collect, maintain, exchange, and secure the data in the MLMS

· providing an Information Security Officer, a Cloud Architect, and a Technical Architect to monitor and address system vulnerabilities, maintain the security solution design, and assist in protecting sensitive consumer information

· providing a Cloud Architect and a Technical Architect to monitor and maintain real-time interfaces to enable annual validation of agents and brokers via the National Insurance Producer Registry and allow annual validation for CACs and EAP personnel via the Salesforce application. Navigator IDs must be validated against HIOS.

· providing a communications Subject Matter Expert (SME) and communications support for the project to maintain and update communications strategy as well as support other projects related to MLMS communications, e.g., knowledge articles for the virtual assistant and public-facing instruction within the MLMS. The communications specialist should have experience with Human-Centered Design (HCD) approaches to communications for non-technical readers.

· creating a draft Communications Strategy Plan to outline procedures for communications with all MLMS learners and CMS customers

· maintaining an existing MLMS service with a web browser-based interface, 24 hours a day, 7 days a week

· maintaining accessibility to instructor-led virtual classroom training, during business days, 8 hours a day, and web-browser-based interfaces 24 hours a day, 7 days a week for the CPI user groups

· maintaining service desk operations Monday through Friday, between the hours of 9:00 AM – 5:30 PM EST, excluding Federal Holidays during non-peak period.

· providing Tier 1 support for the months of October and November (open enrollment period), providing up to five agents, as needed.

· responding to approximately 200 help desk tickets per week

· supporting approximately 92,000 registered Agents & Brokers, 6,000-7,000 Assisters, and approximately 400 currently registered CPI users. Of note, anyone with an active Unified Case Management (UCM) user role has access to MLMS, meaning potentially any of CPI’s active 1,450 users could log into the MLMS.

· providing MLMS-related script content updates on a quarterly basis or an as-needed emergency basis.

· sharing MLMS service desk scripts with other CMS help desks including but not limited to the Agent & Broker Help Desk, the Marketplace Service Desk, or the Assister Help Desk.

· providing technical support for the online system and operating the service desk

· maintaining the chat bot for service desk operations

· maintaining service desk operations at or above the Service Level Agreement (SLA) below

Table 1- Help Desk Service Level Agreement Based on Urgency Needs

Table 2 - Help Desk Service Level Agreement Based on Severity Needs

· demonstrating past experience working in/with AWS Cloud environment

· maintaining AWS environment per CMS IT policy, including at least 4-6 upgrades per year (one upgrade approximately every 2-3 months)

· operating the online learning management system service in the AWS cloud environment

· supporting and maintaining current cloud storage, including any necessary CMS clearance documents and/or CMS IT system security plans

· demonstrating familiarity with CSOD Learning Management System (or similar system)

· continuing to maintain an email link on the MLMS site through which learners may submit questions via email

· providing an initial response no later than the time limits shown in the SLA tables above, after receipt of learner’s request. Support desk tickets may include but are not limited to password resets, problems printing certificates, problems locating learner’s transcripts, problems with account settings, problems maneuvering the MLMS service site or accessing training and exams, questions about the scope of training and testing requirements, or questions about the next step in each registration process. Support does not include diagnosing a learner’s personal computer.

· offering extensive technical support to CCIIO’s users during the summer and fall months, prior to the open enrollment period

· developing a Management Approach, Project Management Plan, Staffing Approach, Communication Approach, and Quality Assurance Plan

· ensuring any confidential and/or proprietary information shall not be released to unauthorized parties

· Maintaining and enhancing an online training/registration process

· ensuring authenticated, role-based access to the MLMS

· managing the registration page and the training vendor list

· maintaining ability to offer initial certification and annual recertification for each user type

· providing automated testing and learner progress monitoring

· continuing maintenance of automated data collection, analytics and report retrieval

· maintaining user metrics dashboard

· maintaining a vehicle on the MLMS service to support collaborative/social learning and enhanced communications resources for training needs and updates

· ability to continue to permit users to register as more than one user type

· ability to continue to recertify and decertify individuals

· creating and maintaining a collaborative resource site for MLMS service user communities. This will serve as a repository for webinars, new releases, updates on training-related activities, etc.

· handling collection of data done through CMS’s IDM and the Agent Broker Assister profiles pages in MLMS

· maintaining security protocols including security audits to review system readiness

· providing data directly to CCIIO staff and exchange data with other CMS systems in the cloud environment

· enhancing the MLMS system to allow CMS to pull customized data reports from the MLMS during the base period

· creating custom or ad hoc reports

· ensuring a copy of Microsoft Office software license and keys remain valid

· monitoring and troubleshooting any issues with connectivity

· maintaining and updating API gateways as needed

· maintaining the Infrastructure as Code (IaC) to security groups and subnets for API Gateway and proxy servers

· refreshing the AWS elastic computing cloud resources every two months

· maintaining a template for Linux host

· creating and maintaining operational guidance

· writing or revising standard operating procedures

· assisting with troubleshooting

· preparing and providing presentations to CMS or CMS contractors upon request

· assisting with development of business requirements, change requests, and wireframes

· assisting CMS with creation of or revisions to Paperwork Reduction Act packages related to the MLMS service

· providing platform for virtually led instructor training

· incorporating use of webinars and allowing interactive experiences for CCIIO and CPI trainings. Currently the UCM application is only used for CPI.

· maintaining platform for end-user mobile device compatibility

· maintaining interfaces with external authoritative databases and implementing security services and software

· providing automated processes to support data collection and report retrieval for user groups

· supporting collaborative/social learning and enhanced communications resources for training needs and updates

· leveraging Zoom Government to support virtual instructor-led training

· managing and testing all third-party vendor content for delivery in the online learning management system service

· revising and maintaining technical assistance documents, system integration diagrams, standard operating procedures, process flows, and other system-related documentation

· providing supporting services related to training components for user groups from CPI

· monitoring all MLMS-related software for any potential issues

· reviewing MLMS-related errors in logs and taking corrective action

· providing guidance and assisting as necessary with system performance

· maintaining system security

· maintaining MLMS database configuration

· conducting/recommending database management system tuning changes as required

· monitoring database performance

· fixing database performance issues and making database changes, as necessary

· maintaining software configuration

· conducting software patch impact analysis

· installing patches of LMS service-related software

· performing application configuration changes as requested by CCIIO

· offering guidance regarding responses to escalated trouble ticket items in accordance with established procedures

· providing technical and functional support to CCIIO staff and other groups as required by CCIIO

· assisting and provide guidance regarding performing diagnostics on software and services and regarding executing defined procedures for providing post-implementation alterations and/or enhancements as requested by CCIIO

· performing Operations and Maintenance (O&M) and enhancement activities in Development, Implementation and Production environments

· maintaining landing page with Agent/Broker profiles as part of registration process

· creating Assister profiles to the MLMS landing page where an assister could visit to see his or her profile with the name and important information to update or confirm accuracy. In the profile, the Contractor shall display the training completed in the past and the capacity in which that training was completed, e.g., CAC, NAV, Other. The goal is for CMS to be able to track completion of certification training for Assisters over time, so CMS understands how many years they have served as certified Navigators or CACs. The Contractor shall also add functionality to the MLMS to permit the system to notify assisters when their certification is about to lapse. All assisters are certified from the time they complete training until October 31st of the following year. This development activity should be completed during the base period.

· maintaining training vendor list

· code security scanning in GitHub

· providing transition-out services at the conclusion of the contract

This task includes CCIIO’s Marketplace Application Development Organization (ADO) request to maintain an IaC solution for MLMS that shall support rapid release cycles, leverage automation of integration, employ delivery pipelines, and support close collaboration between development, operations, and security teams. The MLMS IaC solution shall promote Development/Security/Operations (DevSecOps) standards that will automate the MLMS software development lifecycle and provide the MLMS team with a single version of truth for source code, consistent configuration management, automation of manual processes, and security integration early in the development lifecycle. This task shall also include the maintenance of the IaC with MLMS and continued management of the existing Security Impact Analysis (SIA) document.

The categories have subtasks to be performed and deliverables to be provided to CMS. Given the timeframe of the work to be accomplished, these tasks will need to be carried out simultaneously.

Accordingly, the Contractor will need to have several groups of staff available concurrently to successfully accomplish the defined tasks.

The tasks will be done in a collaborative effort between CMS, CMS’ other contractors, and the Contractor. While deliverables are the Contractor’s responsibility, they will be developed in consultation with CMS. A close working relationship between the Contractor and CMS throughout all aspects of the task orders is expected. The staff on task teams are expected to coordinate with staff on other task teams.

The purpose of this announcement is to provide potential sources the opportunity to submit information regarding their capabilities to perform work for the CMS.

All interested parties, including all categories of small businesses (small businesses, small disadvantaged businesses, 8(a) firms, women-owned small businesses, veteran-owned small businesses, service-disabled veteran-owned small businesses, and HUBZone small businesses) are invited to submit a response. The capabilities package submitted by a vendor should demonstrate the firm’s ability, capability, and responsibility to perform the principal components of work listed above. The package should also include past performance/experience regarding projects of similar scope listing the project title, general description, the dollar value of the contract and the name of the company, agency, or government entity for which the work was performed.

Organizations responding to this market survey should keep in mind that only focused and pertinent information is requested. If significant subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements. Submission of additional materials such as glossy brochures or videos is discouraged.

How to Respond to this Sources Sought Notice If your organization has the capability and capacity to perform as a prime contractor of the services described in this notice, please respond to this notice and provide written responses to the following information. Please do not include any proprietary or otherwise sensitive information in the response, and do not submit a proposal. Proposals submitted in response to this notice will not be considered.

· Organization name, address, email addresses, Website and telephone number.

· What size is your organization with respect to the NAICS code identified in this notice (i.e., “small” or other than “small”)? If your organization is a small business under the aforementioned NAICS code, what type of small business (i.e., small disadvantaged business, woman-owned small business, economically disadvantaged woman-owned small business, veteran-owned small business, service-disabled veteran-owned small business, 8(a) or HUBZone small business)? Specify all that apply.

· Although no geographic restriction is anticipated, if responding organizations are located outside of the Bethesda, Maryland area, indicate how the organization would coordinate with the CMS program office located in Bethesda, Maryland to provide the support services.

· Separately and distinctly describe which of the required capabilities listed above your organization possesses and indicate your organization’s role (prime contractor, first-tier subcontractor, and/or supplier) in related contracts. Please also provide the contract number, contract type, customer name, address and point of contact phone number and email address, contract value, thorough description of supplies and services included in the scope of that contract, indication of how they differ from the required capabilities described in this notice, period of performance (for services) or delivery date (for products), and any other relevant information.

· For Electronic and Information Technology (EIT) product offerings relevant to this requirement, provide completed Voluntary Product Accessibility templates or other documentation that addresses compliance with the applicable standards (add website link) for those products. For any federal customers that your organization has provided information technology services within the required capabilities areas, indicate how your company complies with applicable Section 508 standards (see buyaccessible.gov).

· For any federal customers that your organization has provided applicable services, indicate how your company complies with environment laws and Federal regulations.

· Indicate whether your organization offers any of the required capabilities described in this notice on one or more of your company’s own federal Government contracts (i.e., GSA Federal Supply Schedule contract or Government Wide Acquisition Contracts) that CMS could order from and, if so, which services are offered. Also, provide the contract number(s) and indicate what is currently available for ordering from each of those contract(s).

· Provide a standard, non-proprietary commercial pricing information for how your company sells, as a prime contractor, required capabilities described in this notice that your organization has experience providing. Also indicate what is included in that pricing.

· What is your company's experience using Cornerstone on Demand to house professional training for other organizations?

· Has your company collaborated in an environment with multiple contractors/stakeholders? If yes, what approach was used for communications?

· The federally facilitated marketplace is a fast-changing environment. Please provide examples of how your company has been able to quickly adapt to regulatory changes, audits, executive orders and/or any other directive that required your company to quickly make system changes.

· Does your company have experience configuring, operationalizing, modifying, and enhancing a virtual agent/chat bot?

· The current program culture model uses a hybrid Agile process. CCIIO’s goal is to move to a Scaled Agile Framework (SAFe(R) ) Lean-Agile environment where lean scrum teams manage continuous iterative improvement processes. Describe your company’s experience using SAFe(R) Lean-Agile processes.

· Describe your company’s ability to provide Human-Centered Design experiences for the MLMS users.

· How has your company used Artificial Intelligence (AI) and machine learning for service desk calls?

· Provide any examples of a learning management system you have created or maintained for clients. This can include screenshots or a link to a training housed within that system.

· Provide references for two prior contracts where similar requirements were met or exceeded. If possible, provide references for federal government contracts that had similar requirements. CCIIO reserves the right to contact these references.

Interested organizations responding to this Sources Sought Synopsis are encouraged to structure capability statements in the order of the areas of consideration noted above. All capability statements sent in response to this notice must be submitted electronically, via e-mail to Yadira Kelly at Yadira.Kelly@cms.hhs.gov in either MS Word or Adobe Portable Document Format (PDF) by 4:00Pm EST on June 18, 2024.

Capability Statements shall not exceed ten (10) pages.

Disclaimer and Notes Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization’s potential capability and capacity to perform the subject work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis may be published in Federal Business Opportunities. However, responses to this notice will not be considered adequate responses to a solicitation.