CMS Contact Center Training and Content (CTC)
Awarded Award Notice Posted
- Solicitation number
- 220256
- Agency
- Centers for Medicare and Medicaid Services Department of Health and Human Services
- Awarded
- to Think-Highpoint JV, LLC
- Set-aside
- Total Small Business
Opportunity facts
- Contract number
- 75FCMC22C0039 Federal contract award
- NAICS code
- 541611 Administrative Management and General Management Consulting Services
- PSC
- R499 Support- Professional: Other
- Place of performance
- United States
Notice details come from SAM.gov. Updated .
About this opportunity
This Award Notice from the Department of Health and Human Services Centers for Medicare and Medicaid Services awarded a cost-reimbursable contract valued at $108,107,590 to THINK-HIGHPOINT JV LLC to develop and maintain training and content materials for use by customer service representatives within the CMS Contact Centers of Operations. The awarded contract will support the efficient delivery of multichannel customer service for Medicare and Marketplace inquiries through the provision of complete, accurate, and consistent training and content across all contact center channels to respond to beneficiary and consumer questions.
Notice text
The purpose of this contract is to obtain support to develop and maintain training and content for use by customer service representatives (CSRs) within the CMS Contact Centers of Operations (CCO). These training and content materials are used by CSRs to respond to inquiries from beneficiaries and consumers related to Medicare and Marketplace programs. The CTC contractor shall support the efficient delivery of multichannel customer service for Medicare and Marketplace inquires, including training and content materials for CSRs that are complete, accurate, and consistent across all contact center channels.
Pursuant to FAR 16.301-2, “Application”, the Contact Center and Training and Content (CTC) contract is not suitable for a fixed-price contract type due to the uncertainties associated with the program requirements, which do not allow costs to be estimated with sufficient accuracy. Additionally, in a fixed price contract, because the price is fixed and does not vary for a set scope of work, the vendors must consider many possible project scenarios and account for the most costly of those scenarios in its price. Therefore, fixed price contracts typically result in higher priced contracts when compared with cost reimbursable contracts for identical operations.
Awarded contract 75FCMC22C0039 to THINK-HIGHPOINT JV LLC for 108107590.00 on 2022-09-22.
Notice history
| Notice | Type | Posted |
|---|---|---|
| CMS Contact Center Training and Content (CTC) | Award Notice | |
| CMS Contact Center Training and Content (CTC) | Solicitation | |
| CMS Contact Center Training and Content (CTC) | Pre-Solicitation | |
| CMS Contact Center Training and Content | Pre-Solicitation |
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