CMS Independent Quality Assessment (IQA)

This is a 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 small businesses (e.g., small disadvantaged business, veteran owned small business, women-owned small business, service-disabled veteran owned small business, and HUBZone small business) capable of providing Independent Quality Assessment (IQA) for the Centers for Medicare & Medicaid Services (CMS), Call Center Operations Group. Audits and assessments are focused on Contact Center public interactions through multiple communication channels such as telephone, web chat, and written letter. The information from this market research will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible. An organization that is not considered small business under the applicable NAICS code (i.e., 541611) should not submit a response to this notice. To remain an independent assessor of quality, CMS anticipates that an offeror will have a conflict of interest if they are a current Medicare and Marketplace call center contractor or subcontractor (This would also include Training and Content along with Language Line). The selected IQA contractor may also be precluded from offering (as a prime or subcontractor) on future CMS competitions for operation of the CMS Medicare and Marketplace Call Centers, Training and Content, and Language Line Services. CMS requires IQA to independently audit Customer Service Representative (CSR) interactions with the public to assess adherence to privacy, knowledge skills, and customer service skills. Adherence to privacy is defined as ensuring compliance with the Privacy Act of 1974 and Health Insurance Portability and Accountability Act (HIPAA). Knowledge skills is defined as ensuring accurate information is provided about Medicare and Marketplace programs and policy, and that sufficient information is provided to resolve a caller's question. Finally, customer service skills are defined as ensuring callers receive professional and courteous service. The IQA contractor will monitor and audit call recordings and other interactions, including telephone, written correspondence, and Web Chat, to provide an independent assessment of the call center's quality related to the skills listed above on a monthly and yearly basis.