CMS Contact Center Training and Content (CTC)

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Training and Content (CTC). The purpose of this contract is to obtain support to develop and maintain training and content solutions for use by customer service representatives (CSRs) within the Contact Center Operations (CCO) call center.

CMS operates two nationally available 24x7 multi-channel contact centers (1-800 Medicare and the Marketplace contact centers) collectively called the Contact Center Operations (CCO) call center. In 2019, CCO handled 42 million phone calls across both the Medicare and the Marketplace programs. CMS relies on the contact centers to provide accurate, timely, relevant, understandable, and easily accessible information to help individuals manage their healthcare, including understanding their benefits, evaluating health plan options, and selecting and enrolling in plans. The training and content materials are used by CSRs to respond to inquiries. The training and content materials must be complete, accurate, and consistent across all contact center channels.

This procurement will be a full and open competition, set-aside for small business concerns. The period of performance will be a base year plus four (4) one-year options.  The NAICS code applicable to this procurement is 541611 (Administrative Management and General Management Consulting Services) with a size standard of $16.5 million in average annual receipts.

A formal solicitation package will be available on or about October 13, 2021. Questions related to this synopsis should be referred to Lauren Teal at Lauren.Teal@cms.hhs.gov and Debbie Lester at Deborah.Lester@cms.hhs.gov.