CMS Contact Center Training and Content (CTC)

12/07/2021 Update: See attachment Amendment 00003 The CMS response to question #45 of the Solicitation Q&As (Attachment 7 of Amendment 00002) has been updated to clarify the requirement. See the revised Q&A #45, Amendment 00003- Attachment 1. 11/18/2021 Update: The CMS response to question #145 of the Solicitation QAs (Attachment 7 of Amendment 00002) incorrectly stated that Attachment J-1 was adjusted. For evaluation purposes, J-9 was revised as part of Amendment 0002 to - split the base year costs between transition and operations costs. However, Attachment J-1 has not been updated and the version from the initial solicitation release is still valid. 11/10/2021 Update: Please see Amendment 00002 (attached). Included as part of the amendment, among other things, are questions and answers generated as a result of the original solicitation posting. Please also note that the date for submission of the notice of intent to submit a proposal has been moved to 11/16/2021. 11/04/2021 Update: See attachment Amendment 00001 The purpose of this Amendment 00001 is to extend the due date for Phase 1: Volume I to 11:59 PM EST on November 30, 2021 and extend the due date for the Notice of Intent to November 12, 2021. An additional amendment is forthcoming that will include answers to Q&As and updates to certain areas of the Solicitation. See Amendment 1 Attachments: 1) Cover Letter 2) Solicitation CONTACT CENTER TRAINING AND CONTENT (CTC) PRE-PROPOSAL VIRTUAL CONFERENCE (ADDED 11/01/2021) A recording of the virtual conference can be viewed at the following link: https://cms.zoomgov.com/rec/share/MGCvqczPT-tS63DZlDhvTzaytICwEb85PnshXb9MppusXY6m-6hOP8vAmlMorSX3.fSLR7Ce2knNcsP4f (with the integrated audio transcript): https://cms.zoomgov.com/rec/share/euzEBgDO5qN9TW7BLvM3aaAOBI6MNxabiusmPD3BBPsrCaxL9cKNHKHJG9ucjNhq.4m_EhGra4cbSSaEx NOTE: The access passcode for both links is: IZK!T?r5 The links and access passcode are included in the attachment section as well. The power point slide deck and participant roster have also been added to the attachment section. CONTACT CENTER TRAINING AND CONTENT (CTC) PRE-PROPOSAL VIRTUAL CONFERENCE (ADDED 10/25/2021) All interested parties are invited to join the Contact Center Training and Content (CTC) Pre-Proposal Virtual Conference to be held on October 29, 2021 at 11:00 AM EST. The purpose of this virtual conference is to provide a brief overview CMS's Call Center Operations (CCO) and to address some common themes that arose as a result of comments and questions received in response to the solicitation. Please note that it is CMS's intent to post the registration list, slide presentation and a recording of the event to SAM.gov after the conference. When: Oct 29, 2021 11:00 AM Eastern Time (US and Canada) Register in advance for this meeting: https://cms.zoomgov.com/meeting/register/vJItcemvrT0iHkgOpn6blsEn_o-kbq4CMWA After registering, you will receive a confirmation email containing information about joining the meeting. DESCRIPTION (ADDED 10/12/2021) The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Training and Content (CTC). The purpose of this contract is to obtain support to develop and maintain training and content solutions for use by customer service representatives (CSRs) within the Contact Center Operations (CCO) call center. CMS operates two nationally available 24x7 multi-channel contact centers (1-800 Medicare and the Marketplace contact centers) collectively called the Contact Center Operations (CCO) call center. In 2019, CCO handled 42 million phone calls across both the Medicare and the Marketplace programs. CMS relies on the contact centers to provide accurate, timely, relevant, understandable, and easily accessible information to help individuals manage their healthcare, including understanding their benefits, evaluating health plan options, and selecting and enrolling in plans. The training and content materials are used by CSRs to respond to inquiries. The training and content materials must be complete, accurate, and consistent across all contact center channels. This procurement will be a full and open competition, set-aside for small business concerns. The period of performance will be a base year plus four (4) one-year options. The NAICS code applicable to this procurement is 541611 (Administrative Management and General Management Consulting Services) with a size standard of $16.5 million in average annual receipts.