Contact Center Operations

The proposal due date reflected in FedBizOpps is updated to be consistent with the revised date specified in Amendment 000002.  

Offerors should assume at lease a two week extension will be provided for the proposal due date.  Amendment 000002 will provide a specific date and time and will include questions and answers.

April 19, 2012 - CMS is currently working on responses to questions.  As a result of the delay, the proposal due date will be extended. Please continue to monitor FedBizOpps for an amendment which will incorporate Q&As and the details concerning the extension.

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). The purpose of this contract is to obtain contact center operations support to respond to inquiries from the Centers for Medicare and Medicaid Services' (CMS's) customer service population.
 

The Contractor will support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, email, TDD/TTY, fax, and web chat.

This procurement will be a full and open competition. All responsible sources may submit a proposal which shall be considered by the agency.


The period of performance will be a transition period plus nine (9) one-year options. The NAICS code applicable to this procurement is 561422 (Telemarketing Bureaus and Other Contact Centers).

 A formal solicitation package will be available on or about March 27, 2012. Questions related to this synopsis should be referred to Debbie Lester or Brian Humes at CCO@cms.hhs.gov.

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). The purpose of this contract is to obtain contact center operations support to respond to inquiries from the Centers for Medicare and Medicaid Services' (CMS's) customer service population.
 

The Contractor will support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, email, TDD/TTY, fax, and web chat.

This procurement will be a full and open competition. All responsible sources may submit a proposal which shall be considered by the agency.


The period of performance will be a transition period plus nine (9) one-year options. The NAICS code applicable to this procurement is 561422 (Telemarketing Bureaus and Other Contact Centers).

 A formal solicitation package will be available on or about March 16, 2012. Questions related to this synopsis should be referred to Debbie Lester or Brian Humes at CCO@cms.hhs.gov.

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). The purpose of this contract is to obtain contact center operations support to respond to inquiries from the Centers for Medicare and Medicaid Services' (CMS's) customer service population.
 

The Contractor will support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, email, TDD/TTY, fax, and web chat.

This procurement will be a full and open competition. All responsible sources may submit a proposal which shall be considered by the agency.


The period of performance will be a transition period plus nine (9) one-year options. The NAICS code applicable to this procurement is 561422 (Telemarketing Bureaus and Other Contact Centers).

 A formal solicitation package will be available on or about March 09, 2012. Questions related to this synopsis should be referred to Debbie Lester or Brian Humes at CCO@cms.hhs.gov.