This Solicitation opportunity from Department Of Health And Human Services was posted on November 26, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Contact Center Operations

Closed

75FCMC24R0010Federal

Submission Closed06/28/2024, 03:00:00 PM UTC

Contract Overview

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

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NAICS: 561422

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Request For Proposal Call Center Services for Central Fill Pharmacy

Solicitation # H26-25-037

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9 days ago

DEADLINE

in 16 days

AI Contract Overview

The contract involves the operation of a comprehensive, nationwide contact center managed by the Centers for Medicare & Medicaid Services (CMS), designed to provide consistent, high-quality customer service across multiple channels including telephone, email, written correspondence, TDD/TTY, fax, and web chat. The primary goal is to ensure efficient handling of inquiries related to Medicare and the Health Insurance Marketplace, supporting the 1-800 MEDICARE and Marketplace call centers. The contractor is responsible for delivering accurate information and maintaining service standards across all communication platforms to serve beneficiaries and stakeholders across the United States and its territories. Recent amendments indicate that the solicitation for this contract, identified as 75FCMC24R0010, has been canceled as of Amendment 00004, and the project will not be re-solicited at this time. The contract is managed by the Department of Health and Human Services, Office of Acquisition and Grants Management, with key contacts including Brian Humes and Deborah Lester. The response deadline for proposals was set for June 28, 2024, and the contract was posted in late November 2024. This initiative underscores CMS’s commitment to maintaining robust, multi-channel customer support operations to assist Medicare beneficiaries and marketplace participants nationwide.

General Info

CMS contract for 24/7 contact center operations; amendment canceled solicitation without resubmission plans.

Agency

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

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

MD, USA

Set-Aside

NONE

Documents

75FCMC24R0010 Attachment J-2: Award Fee Evaluation Plan

specifications

High

75FCMC24R0010 Attachment J-3: Incremental Funding Schedule

specifications

High

75FCMC24R0010 - Contact Center Operations (CCO) Support

rfp

High

7F5CMC24R0010 Amendment 00004

amendment

High

J-1 Schedule - Cost Plus Award Fee (CPAF) Pricing Template

specifications

High

J-5 Government Furnished Property Spreadsheet

specifications

High

J-6 Contractor/Offeror Conflict of Interest Submission Template

past-performance

High

J-7 Wage Determinations

wage-determination

High

RFP 75FCMC24R0010 - Past Performance Questionnaire

past-performance

Low

Amendment+1.zip

J-10+Pricing+Template.xlsx

J-4+Statement+of+Work+%28SOW%29.zip

J-8+CMS+Accessibility+Conformance+Checklist.zip

J-9+Proposal+Assumptions.docx

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

3 updates

PhaseClosed

PostedMay 16

Solicitation

Notice updatedJun 14

The notice description changed.

Response DeadlineJun 28

Deadline has passed

Notice updatedNov 26

The notice description changed.

Notice updatedNov 26

The notice description changed.

Submission Closed

06/28/2024, 03:00:00 PM 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

Brian Humes

Deborah S. Lester

Full Description

The Centers for Medicare & Medicaid Services (CMS) operates a toll-free, nation-wide, 24x7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering the same range of services and quality across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and webchat, enabling multi-channel access. The primary purpose of the proposed contract is to acquire continued support of CCO operations with an objective of providing customer service functions which efficiently handle and answer inquiries with a high level of service across the United States and its territories. The CCO contractor shall provide accurate and high-quality customer service for all inquiries. The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat. AMENDMENT 1 (6/14/24) See Amendment 1 zip file, which includes: SF30 (Amendment 1) Solicitation 75FCMC24R0010 (Amendment 1) SOW Attachment 1 - Commincation Channel Volumes (Amendment 1) J-9 Proposal Assumptions (Amendment 1) J-10 Pricing Template (Amendment 1) Questions_Final (Amendment 1) AMENDMENT 00004 Effective immediately, Solicitation 75FCMC24R0010 for Contact Center Operations (CCO) is hereby cancelled. This project will not be re-solicited at this time. See SF30 (Amendment 00004)