Contact Center Operations
Closed Solicitation Posted
- Solicitation number
- 75FCMC24R0010
- Agency
-
Centers for Medicare and Medicaid Services
Department of Health and Human Services
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- PSC
- R499 Support- Professional: Other
- Place of performance
- United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Centers for Medicare & Medicaid Services (CMS) is seeking a contractor to provide comprehensive support for its nationwide, 24/7 contact center operations through solicitation number 75FCMC24R0010. The primary objective is to acquire continued support for contact center services that handle inquiries across multiple communication channels, including telephone, mail, TDD/TTY, fax, and web chat. The contract requires the contractor to provide accurate, high-quality customer service efficiently across the United States and its territories, with a focus on supporting 1-800 MEDICARE and Marketplace (Exchange) call centers. The evaluation will be based on an award fee structure that assesses performance across categories such as Inquiry Resolution & Customer Service, Operations & Program Management, and Business Trends & Analysis. Proposals are due by June 28, 2024, with an anticipated contract award date of January 16, 2025, and a 12-month transition period.
The solicitation is not designated with any specific set-aside provisions and will be competed openly among qualified contractors. The contract is structured as a cost-plus-award-fee (CPAF) arrangement with a base period of 12 months and potential for up to 9 additional 12-month option periods, representing a maximum potential contract duration of 10 years. While specific budget ranges are not explicitly stated, the contract will involve multi-channel contact center operations with varying communication volumes across telephone, email, written correspondence, and web chat platforms. The place of performance is throughout the United States, with potential operations in multiple sites to ensure comprehensive nationwide coverage. The contractor will be required to comply with Department of Labor Wage Determinations and meet specific accessibility and operational requirements as outlined in the solicitation documents.
Notice text
2 versions
Update #2 · Latest ·
The Centers for Medicare & Medicaid Services (CMS) operates a toll-free, nation-wide, 24x7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering the same range of services and quality across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and webchat, enabling multi-channel access.
The primary purpose of the proposed contract is to acquire continued support of CCO operations with an objective of providing customer service functions which efficiently handle and answer inquiries with a high level of service across the United States and its territories.
The CCO contractor shall provide accurate and high-quality customer service for all inquiries. The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat.
AMENDMENT 1 (6/14/24)
See Amendment 1 zip file, which includes:
- SF30 (Amendment 1)
- Solicitation 75FCMC24R0010 (Amendment 1)
- SOW Attachment 1 - Commincation Channel Volumes (Amendment 1)
- J-9 Proposal Assumptions (Amendment 1)
- J-10 Pricing Template (Amendment 1)
- Questions_Final (Amendment 1)
AMENDMENT 00004
Effective immediately, Solicitation 75FCMC24R0010 for Contact Center Operations (CCO) is hereby cancelled. This project will not be re-solicited at this time. See SF30 (Amendment 00004)
Update #1 ·
The Centers for Medicare & Medicaid Services (CMS) operates a toll-free, nation-wide, 24x7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering the same range of services and quality across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and webchat, enabling multi-channel access.
The primary purpose of the proposed contract is to acquire continued support of CCO operations with an objective of providing customer service functions which efficiently handle and answer inquiries with a high level of service across the United States and its territories.
The CCO contractor shall provide accurate and high-quality customer service for all inquiries. The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat.
AMENDMENT 1 (6/14/24)
See Amendment 1 zip file, which includes:
- SF30 (Amendment 1)
- Solicitation 75FCMC24R0010 (Amendment 1)
- SOW Attachment 1 - Commincation Channel Volumes (Amendment 1)
- J-9 Proposal Assumptions (Amendment 1)
- J-10 Pricing Template (Amendment 1)
- Questions_Final (Amendment 1)
Files
| File | Type | Posted |
|---|---|---|
| SF30 Amendment 4.pdf | ||
| Amendment 1.zip | ZIP file | |
| J-5 Government Furnished Property Spreadsheet.xlsx | XLSX spreadsheet | |
| J-10 Pricing Template.xlsx | XLSX spreadsheet | |
| J-11 Past Performance Questionnaire.docx | DOCX document | |
| RFP_75FCMC24R0010.pdf | ||
| J-6 Contractor-Offeror Conflict of Interest.docx | DOCX document | |
| J-7 Wage Determinations.docx | DOCX document | |
| J-8 CMS Accessibility Conformance Checklist.zip | ZIP file | |
| J-9 Proposal Assumptions.docx | DOCX document | |
| J-1 Schedule.xlsx | XLSX spreadsheet | |
| J-2 Award Fee Evaluation Plan.pdf | ||
| J-3 Incremental Funding Schedule.xls | XLS spreadsheet | |
| J-4 Statement of Work (SOW).zip | ZIP file |
Show all 14
Notice history
| Notice | Type | Posted |
|---|---|---|
| This notice | Solicitation | |
| Contact Center Operations | Pre-Solicitation |
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