Contact Center Training and Content (CTC)
Closed Pre-Solicitation Posted
- Solicitation number
- 260172J
- Agency
-
Centers for Medicare and Medicaid Services
Department of Health and Human Services
- Responses due
- Set-aside
- Total Small Business
Opportunity facts
- Forecast
- Contact Center Training and Content (CTC) Federal forecast
- NAICS code
- 541611 Administrative Management and General Management Consulting Services
- PSC
- R499 Support- Professional: Other
- Place of performance
- Baltimore, Maryland, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Centers for Medicare and Medicaid Services (CMS) is seeking a small business contractor to develop training and e-Learning products that will enhance Medicare and Marketplace knowledge among approximately 10,000 customer service representatives (CSRs) across multiple contact centers nationwide. The contractor must demonstrate expertise in developing classroom training materials and self-paced e-Learning solutions, possess in-depth knowledge of the Next Generation Desktop (NGD) system used by CSRs, and maintain a comprehensive understanding of complex Medicare and Marketplace programs. Key requirements include the ability to create and deploy critical information within a six-hour window, ensure Section 508 compliance for all products, monitor and analyze customer satisfaction metrics including Average Handle Time (AHT) and call quality scores with monthly reporting, and provide content in both English and Spanish across all communication channels (telephone, email, web chat, and written correspondence). The contractor will be evaluated based on demonstrated expertise in healthcare training content development, script writing capabilities, knowledge of Next Generation Desktop functionality, ability to support 24/7 operations, and experience with customer service agent training and certification. Capability statements are due by March 5, 2026, at 12:00 p.m. EST and should be submitted in PDF format to Shane Ryberg at shane.ryberg@cms.hhs.gov.
This opportunity is designated as a Total Small Business set-aside under NAICS code 541611 (Administrative Management and General Management Consulting Services), making it available exclusively to small businesses, including service-disabled veteran-owned, HUBZone, small disadvantaged, veteran-owned, and women-owned small businesses. The contractor will be responsible for maintaining approximately 1,000 existing training products and 3,900 content products while developing approximately 100 new training pieces annually, utilizing CMS-provided Universal Content Management (UCM) and Learning Management System (LMS) platforms for storage and deployment. The notice does not identify any potential incumbents or current contractors, nor does it specify a contract value or budget range for this procurement. Capability statements are limited to 15 pages (12-point font minimum) and must include business information, SAM Unique Entity ID, tax identification number, company address, point of contact information, current government contracts or schedules, accounting system certification, business size status validation, reference contacts, and any teaming arrangements. This sources sought notice is issued for market research purposes and does not constitute an obligation for the Government to award a contract.
Notice text
The purpose of this contract is to develop training and e-Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers. It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries. The contractor must be capable of developing both classroom training materials and eLearning solutions for self-paced modules to support the multiple contact centers that are staffed with an estimated 10,000 CSRs nationwide. Additionally, the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all contact center communication channels (telephone, written correspondence, web chat, etc.). It is also important that the contractor possesses an in-depth understanding of the functionality of Next Generation Desktop (NGD), which is the primary application used by the CSRs during all customer interactions. CMS requires that information being provided is accurate, understandable, and consistent across all channels of communication.
The work volumes for training and content have increased with the maturity of this contract. Currently there are approximately 1,000 training products supporting multiple lines of business (General Medicare, Marketplace New Hire, Claims, etc.). This contract also ensures all products are maintained, updated or archived (New Hire Training, Claims Training, e-Learning Modules, Job Aids, Process Manuals, Infographics, etc.) In addition, approximately 100 new pieces of training are in development each year. The content team has over 3,900 products (Phone Scripts, CSR User Alerts, Blast Alerts, Quick Letters, Reference Materials etc.) that are maintained, updated and developed per year. The content count includes both English and Spanish versions. All these products are stored, deployed, and tracked through CMS provided Universal Content Management (UCM) and Learning Management (LMS) systems.
Files
| File | Type | Posted |
|---|---|---|
| CMS Content Training Sources Sought 260172J Amend 1.pdf | ||
| CMS Content Training Sources Sought 260172J.pdf |
On GovTribe
Work this opportunity
- Track it in your pipeline
- Find teaming partners
- Similar opportunities
- Ask GovTribe AI about this opportunity