Training, Quality and Content (TQC)

July 11, 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.

July 10, 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 Training, Quality and Content (TQC) in support of CMS Contact Center Operations (CCO). Specifically, the contractor will:

1) Develop training and e-learning products designed to increase the knowledge of the CCO Customer Service Representatives (CSRs) to support the multiple operation centers that are staffed with an estimated 4,000 CSRs nationwide;

2) Proactively review policy and new government policies and other provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all CSR communication channels (telephone, written correspondence, email, web chat, etc) in English and Spanish; and

3) Perform quality monitoring of CCO CSR interactions, including telephone, written correspondence, email, and web chat, to provide an independent assessment that CSR agent quality is meeting or exceeding goals on a monthly basis.

The TQC contractor's accredited data center shall house the content web portal that stores created training products and a Learning Management System (LMS) to deploy training specific to job function at the CCO.

This procurement will be total Small Business set-aside competition. All responsible small businesses 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 541611 (Administrative Management and General Management).

A formal solicitation package will be available on or about the last week of June 2012. Questions related to this synopsis should be referred to Lauren Teal at Lauren.Teal@cms.hhs.gov.

The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Training, Quality and Content (TQC) in support of CMS Contact Center Operations (CCO). Specifically, the contractor will:

1) Develop training and e-learning products designed to increase the knowledge of the CCO Customer Service Representatives (CSRs) to support the multiple operation centers that are staffed with an estimated 4,000 CSRs nationwide;

2) Proactively review policy and new government policies and other provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all CSR communication channels (telephone, written correspondence, email, web chat, etc) in English and Spanish; and

3) Perform quality monitoring of CCO CSR interactions, including telephone, written correspondence, email, and web chat, to provide an independent assessment that CSR agent quality is meeting or exceeding goals on a monthly basis.

The TQC contractor's accredited data center shall house the content web portal that stores created training products and a Learning Management System (LMS) to deploy training specific to job function at the CCO.

This procurement will be total Small Business set-aside competition. All responsible small businesses 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 541611 (Administrative Management and General Management).

A formal solicitation package will be available on or about the second week of June 2012. Questions related to this synopsis should be referred to Lauren Teal at Lauren.Teal@cms.hhs.gov.