CMS Contact Center Training and Content

This is a SMALL BUSINESS SOURCES SOUGHT NOTICE. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of qualified small businesses (e.g. service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, veteran owned small business, and women-owned small business), capable of providing training and scripted content to customer service representatives (CSRs) at the Medicare and Marketplace Contact Centers.  The purpose of developing these materials/content is to aid the CSRs when responding to inquiries in a manner that is complete, accurate and consistent to ensure quality interactions occur with beneficiaries and consumers, their families and caregivers across multiple access channels (e.g. telephone, written correspondence, web chat, etc.). CMS requires that information being provided to the contact centers is accurate, understandable, in plain language and consistent across all channels of communication.

The information from this market research will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible. An organization that is not considered small business under the applicable NAICS code (i.e., 541611 should not submit a response to this notice.

The purpose of this contract is to develop training and e-Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers. It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries.  The contractor must be capable of developing both classroom training materials and eLearning solutions for self-paced modules to support the multiple contact centers that are staffed with an estimated 10,000 CSRs nationwide. Additionally, the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all contact center communication channels (telephone, written correspondence, web chat, etc.). It is also important that the contractor possesses an in-depth understanding of the functionality of Next Generation Desktop (NGD), which is the primary application used by the CSRs during all customer interactions. CMS requires that information being provided is accurate, understandable, and consistent across all channels of communication.