Annuitant Health Benefits Open Season Contact Center Services
Closed Pre-Solicitation Posted
- Solicitation number
- 47QACA26K0381
- Agency
-
Federal Acquisition Service
General Services Administration
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 541690 Other Scientific and Technical Consulting Services
- Place of performance
- Washington, District of Columbia, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The GSA Federal Acquisition Service, on behalf of the Office of Personnel Management (OPM) Retirement Services, is seeking sources for call center support, distribution, and processing of health benefits enrollments for federal annuitants, survivor annuitants, and their dependents. This Sources Sought Notice is for market research and planning purposes only and does not commit the government to issue a solicitation; however, a firm-fixed-price solicitation is anticipated to follow based on the market survey results. Key requirements include operating a call center Monday through Friday from 8:00 a.m. to 8:00 p.m. EST (with extended hours during Open Season periods), printing and mailing materials to approximately 1.7 million annuitants, processing enrollment changes within two-day timeframes, and sending personalized email notifications. Critical performance metrics include achieving a 90-second average speed of answer for call center inquiries (with a 45-second target), maintaining an 85 percent customer satisfaction rating (90 percent target), processing 98 percent of daily data files (99.5 percent target), and delivering 95 percent of reports on time (99 percent target). Respondents must submit information by March 3, 2026, and should address their business description, location, UEI, SAM.gov registration status, business size classification, socio-economic categories, and capability to meet the draft Performance Work Statement requirements.
This opportunity has no set-aside designation and does not identify any current contractors or incumbents in the notice. No specific award value or budget range is disclosed in the Sources Sought Notice. The requirement encompasses significant operational scope, including coverage of approximately 295 health options under the Federal Employee Health Benefits (FEHB) program and 650,000 Postal Service Health Benefits (PSHB) plans, with processing demands that include address changes, enrollments, cancellations, suspensions, and reenrollments. Contractor must achieve FEDRAMP certification at proposal submission, maintain HIPAA compliance for electronic data transmissions using HIPAA format 834, and utilize IBM Connect:Direct software with encryption capabilities. Key personnel requirements include a Project Manager and Programmer/Computer Analyst, with daily, weekly, and annual reporting deliverables required throughout contract performance.
Notice text
THIS IS A SOURCES SOUGHT NOTICE ONLY. The purpose of this Sources Sought Notice is to obtain information regarding the availability and capability of all qualified sources to perform a potential requirement, and to gain knowledge of potential qualified Small Businesses interested and capable of providing items requested, as well as any large business interested and capable. The Government will not pay for information solicited. Respondents will not be notified of the results of the evaluation.
This REQUEST FOR INFORMATION/SOURCES SOUGHT NOTICE in support of the Office of Personnel Management (OPM) Retirement Services (RS) is for market research purposes and planning purposes only. Responses shall be used for planning purposes only and shall not commit the U.S. General Services Administration (GSA) to issue a solicitation for this requirement. It is anticipated that a solicitation based on the outcome of this market survey will be published and that a subsequent contract from the solicitation will be awarded. The intended contract is firm-fixed priced for services.
Description of Services Required: In support of its mission, RS requires a contractor to provide call center support, distribution, and processing of health benefits enrollments in support of the Health Benefits Open Season and other related retirement notices for Federal annuitants,survivor annuitants, and their dependents. Further details concerning the requirement can be found in the attached DRAFT Performance Work Statement (PWS).
Please provide response to the following:
- Please provide a brief description of your business (limit one page). Include your home office location, business Unique Entity Identifier (UEI), whether your business holds and active registration in SAM.gov, as well as your business size and socio-economic categories.
- Does the DRAFT PWS contain sufficient information that would enable you to adequately respond to an RFP?
- Does your business provide this service and/or product commercially?
- Does your company have the capability to perform all required services in the DRAFT PWS?
- In your estimation how much of this potential requirement would your company need to subcontract to other companies?
- Does your company have similar or previous experience with the type of work outlined in the DRAFT PWS? If yes, please provide a one page summary of the project and how you performed on it, with references.
- Please indicate any alternative NAICS code(s) you would consider appropriate for this requirement.
- How much lead time would your company need from notification of award to start of contract performance for this type of requirement?
Responses are due by 10am EST on Tuesday, March 3, 2026 and should be sent via email to colleen.butler@gsa.gov and tanya.reeger@gsa.gov.
Files
| File | Type | Posted |
|---|---|---|
| DRAFT Open Season PWS 2026.pdf |
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