Next Generation Desktop (NGD)

Added: Dec 10, 2015 2:11 pm Modified: Dec 29, 2015 2:36 pmTrack Changes CMS intends to award a contract to support the Next Generation Desktop (NGD). The NGD is a Customer Relations Management (CRM) system which has been designed to provide a single front-end interface for call center Customer Service Representatives (CSRs) to address beneficiary needs, and assist Federally Facilitated Marketplace (FFM) consumers. It operates as the core application that drives all communication channels supporting the Virtual Contact Center Strategy (VCS).

The contractor will continue operations, maintenance, enhancement, and performance of the NGD application and other identified integration systems and backup supporting applications ensuring it continues to meet all current requirements, standards, as well as future requirements introduced by changing business needs, national program missions and strategies, as well as legislative mandates 

This procurement is a full and open competition. The period of performance will be a transition period plus nine (9) one-year options. The NAICS code applicable to this procurement is 541512 (Computer Systems Design Services) with a size standard of $27.5 million in average annual receipts.

Please note: To be eligible for award the offeror shall have attained CMMI-DEV v1.3 Level 4 by time of award.  The offeror shall be appraised by an independent Standard CMMI Appraisal Method for Process Improvement (SCAMPI) Class A Lead Appraiser. The appraisal shall demonstrate that the business unit proposing as the prime contractor has been appraised at CMMI-DEV v1.3 Level 4 by time of award. CMMI-DEV v1.3 Level 4 (staged or continuous) is the minimum CMMI APPRAISED level of process maturity the offeror must obtain.

Added: Dec 10, 2015 2:11 pm CMS intends to award a contract to support the Next Generation Desktop (NGD). The NGD is a Customer Relations Management (CRM) system which has been designed to provide a single front-end interface for call center Customer Service Representatives (CSRs) to address beneficiary needs, and assist Federally Facilitated Marketplace (FFM) consumers. It operates as the core application that drives all communication channels supporting the Virtual Contact Center Strategy (VCS).

The contractor will continue operations, maintenance, enhancement, and performance of the NGD application and other identified integration systems and backup supporting applications ensuring it continues to meet all current requirements, standards, as well as future requirements introduced by changing business needs, national program missions and strategies, as well as legislative mandates 

This procurement will be a full and open competition. The period of performance will be a transition period plus nine (9) one-year options. The NAICS code applicable to this procurement is 541512 (Computer Systems Design Services) with a size standard of $27.5 million in average annual receipts.

Please note: To be eligible for award the offeror shall have attained CMMI Level 4 by time of award. The offeror shall be appraised by an independent Standard CMMI® Appraisal Method for Process Improvement (SCAMPI) Class A Lead Appraiser. The appraisal shall demonstrate that the business unit proposing as the prime contractor has attained the Software Engineering Institute at a (SEIsm) Capability Maturity Model® Integration (CMMI) Level 4. CMMI Level 4 is the minimum CMMI APPRAISED level of process maturity the offeror must obtain.

A formal solicitation package will be available on or about December 23, 2015. Questions related to this synopsis should be referred to Elliott Sloan at (410) 786-0320 or Email to Elliott.sloan@cms.hhs.gov.