Contact Center Operations Tender, USA - 99204339

Procurement Summary

Country : USA

Summary : Contact Center Operations

Deadline : 01 Apr 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 99204339

Document Ref. No. : A240657

Competition : ICB

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

Purchaser : HEALTH AND HUMAN SERVICES, DEPARTMENT OF
Contracting Office Address : BALTIMORE, MD 21244
Primary Point of Contact : Brian Humes
brian.humes@cms.hhs.gov
Phone Number 4107868898

Secondary Point of Contact : Deborah S. Lester
deborah.lester@cms.hhs.gov
Phone Number 4107865136
USA
Email :brian.humes@cms.hhs.gov

Tender Details

Description

This is a LARGE AND SMALL BUSINESS SOURCES SOUGHT NOTICE. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of qualified businesses (e.g. large, 8(a), service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, veteran owned small business, and women-owned small business) capable of providing 24x7 bilingual contact center operations, including facilities, personnel, and management in support of CMS-s customer inquiries. The information from this market research will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible.

The CCO contract handles over 40 million customer inquiries a year for CMS programs such as 1-800 MEDICARE and the Federally facilitated Marketplaces. The CCO offers a range of services and quality assurance across multiple customer contact channels, such as telephone, mail, email, TDD/TYY, fax, and web chat, enabling multi-channel access and 24/7 customer service. Both 1-800 MEDICARE and the Health Insurance Marketplace provides unbiased responses to people with Medicare, general Marketplace inquiries from consumers, their families and caregivers, and other individuals and entities that support consumers. These customer service channels are critical to providing information and assistance to people with Medicare and Marketplace consumers.

Contact-center customer service and operations are central components of CMS-s mission. Due to the highly political and changing nature of CMS-s programs, flexibility and ability to facilitate rapid and complex change is imperative to CCO success. CMS relies on CCO to provide accurate, timely, relevant, understandable, and easily accessible information to help individuals evaluate health plan options, select and enroll in plans, and make informed decisions on their health ...
Active Contract Opportunity Notice ID A240657 Related Notice Department/Ind. Agency HEALTH AND HUMAN SERVICES, DEPARTMENT OF Sub-tier CENTERS FOR MEDICARE AND MEDICAID SERVICES Office OFC OF ACQUISITION AND GRANTS MGMT
General Information
Contract Opportunity Type: Sources Sought (Original)
All Dates/Times are: (UTC-04:00) EASTERN STANDARD TIME, NEW YORK, USA
Original Published Date: Mar 21, 2024 09:26 am EDT
Original Response Date: Apr 01, 2024 11:00 am EDT
Inactive Policy: 15 days after response date
Original Inactive Date: Apr 16, 2024
Initiative: None

Classification
Original Set Aside:
Product Service Code: R499 - SUPPORT- PROFESSIONAL: OTHER
NAICS Code: 561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance: USA

Documents

 Tender Notice

SourcesSought2024-3.21.24.pdf