Contact Center Operations Bridge Contract - JOFOC
Awarded Limited / Sole Source Justification Posted
- Solicitation number
- 221202
- Agency
-
Centers for Medicare and Medicaid Services
Department of Health and Human Services
- Set-aside
- No set-aside
Opportunity facts
- Contract number
- 75FCMC22C0025 Federal contract award
- Awardee
- Maximus Federal Services, Inc.
- 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
This Limited/Sole Source Justification Notice from the Department of Health and Human Services Centers for Medicare and Medicaid Services is for a bridge contract to Maximus Federal Services, Inc. for continued call center operations support valued at $985,071,807 for a 12-month base period and two 3-month option periods. The justification cites that transitioning a call center of this magnitude, which includes 1-800 MEDICARE and Marketplace call centers providing 24/7 customer service and inquiries, is an extensive process estimated to take up to 12 months; therefore a bridge contract is needed to ensure uninterrupted support until the follow-on recompeted call center operations contract can be awarded and transitioned by its expiration date of May 31, 2022.
Notice text
The Centers for Medicare & Medicaid Services (CMS) intends to issue a Bridge Contract to Maximus Federal Services, Inc. for Call Center Operations (CCO) support. The follow-on CCO requirement is currently being recompeted utilizing full and open procedures; however, the award will not be made in time to allow for an adequate transition period prior to the expiration of the existing CCO contract HHSM-500-2013-00103C (May 31, 2022). Transition of a call center of this magnitude is extensive and is anticipated to take upwards of approximately 12 months. The Bridge Contract will ensure continued and uninterrupted support of the CMS call center operations until a new contract can be awarded and transitioned.
The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 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, written correspondence, TDD/TTY, and web chat, enabling multi-channel access.
Awarded contract 75FCMC22C0025 to unknown vendor for unknown amount on 2022-05-31.
Files
| File | Type | Posted |
|---|---|---|
| 2. Call Center Bridge (JOFOC - FULLY READABLE)-executed 5.23.22.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| This notice | Limited / Sole Source Justification | |
| Contact Center Operations - Bridge Contract | Special Notice |
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