Contact Center Training and Content (CTC)

The Contract Center Training and Content (CTC) initiative seeks a contractor to support the ongoing development and maintenance of training materials and content for Medicare-related contact center operations. The contractor must maintain up-to-date expertise across all components of the Medicare program including Parts A, B, C, and D, as well as Durable Medical Equipment, and must stay current with evolving trends and industry best practices in contact center management. Additionally, the contractor is expected to have a thorough understanding of the Affordable Care Act and its associated Marketplace program to ensure accurate and consistent information delivery to beneficiaries and stakeholders. The contractor will be responsible for ensuring all training content remains accurate, relevant, and aligned with federal regulations and program changes. The Centers for Medicare and Medicaid Services is the issuing agency, with Mark Broccolino designated as the Program Point of Contact and Brian Humes as the Contracting Officer. The North American Industry Classification System code for this effort is 541611, indicating it falls under management consulting services, and the opportunity is currently in the forecast stage with no solicitation number yet assigned. The place of performance and specific location details are not provided, and no set-aside type has been determined.