This Government Contract opportunity from Department Of Health And Human Services was posted on September 22, 2022. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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CMS Contact Center Training and Content (CTC)

Awarded

220256Federal

Submission Closed09/22/2022, 12:00:00 AM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 541611

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POSTED

about 13 hours ago

DEADLINE

in 30 days

AI Contract Overview

The CMS Contact Center Training and Content (CTC) contract, managed by the Department of Health and Human Services, focuses on the development and maintenance of training materials and content for customer service representatives within the CMS Contact Centers of Operations. These resources are critical for ensuring that representatives provide accurate and consistent information to beneficiaries and consumers regarding Medicare and Marketplace programs across all multichannel service channels. This award is designated as a Total Small Business Set-Aside under NAICS code 541611. Due to the inherent uncertainties of program requirements and the inability to accurately estimate costs, the contract is structured as a cost-reimbursable agreement rather than a fixed-price contract to avoid inflated pricing and better accommodate evolving project needs.

General Info

Agency

Department Of Health And Human Services → Ofc Of Acquisition And Grants Management

Contract Value

$117,470,354

NAICS

541611 - Administrative Management and General Management Consulting Services

Place of Performance

MD, USA

Set-Aside

SBA

Awardee

THINK-HIGHPOINT JV, LLC

Award Issued Date

09/22/2022, 12:00:00 AM UTC

Documents

No documents available

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Timeline

PhaseAwarded

PostedSep 22

Award Notice

AwardedSep 22

Contract was awarded

Submission Closed

09/22/2022, 12:00:00 AM UTC

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Organization & Contact Information

AgencyDepartment Of Health And Human Services → Ofc Of Acquisition And Grants Management

Contacts2 people available

OfficeBALTIMORE, MD, 21244, USA

Organization / AgencyDepartment Of Health And Human Services → Ofc Of Acquisition And Grants Management

Office AddressBALTIMORE, MD, 21244, USA

Contacts

Ryan Kaufman

contact@example.gov

Deborah S. Lester

contact@example.gov

Full Description

The purpose of this contract is to obtain support to develop and maintain training and content for use by customer service representatives (CSRs) within the CMS Contact Centers of Operations (CCO). These training and content materials are used by CSRs to respond to inquiries from beneficiaries and consumers related to Medicare and Marketplace programs. The CTC contractor shall support the efficient delivery of multichannel customer service for Medicare and Marketplace inquires, including training and content materials for CSRs that are complete, accurate, and consistent across all contact center channels. Pursuant to FAR 16.301-2, - Application, the Contact Center and Training and Content (CTC) contract is not suitable for a fixed-price contract type due to the uncertainties associated with the program requirements, which do not allow costs to be estimated with sufficient accuracy. Additionally, in a fixed price contract, because the price is fixed and does not vary for a set scope of work, the vendors must consider many possible project scenarios and account for the most costly of those scenarios in its price. Therefore, fixed price contracts typically result in higher priced contracts when compared with cost reimbursable contracts for identical operations.