Call Center Operations – Draft RFP for Comment

Notice Type: Special Notice

Posted Date: 07-MAY-21

Office Address: Health and Human Services, Department of; CENTERS FOR MEDICARE AND MEDICAID SERVICES

Subject: Call Center Operations - Draft RFP for Comment

Classification Code: R - Professional, administrative, and management support services

Solicitation Number: RFI220237

Contact: Brian Humes

Description: Health and Human Services, Department of

CENTERS FOR MEDICARE AND MEDICAID SERVICES

CENTERS FOR MEDICARE AND MEDICAID SERVICES

This is a Request for Information (RFI). This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this RFI is to obtain knowledge and information for project planning purposes. BACKGROUND: CMS is the largest purchaser of health insurance in the United States. CMS works to ensure high quality health care at a reasonable price and to provide information about benefits, health promotion, and choices. CMS is responsible for accurate, timely, relevant, understandable, and easily accessible information that will help individuals evaluate health plan options, nursing home options, and make decisions on their individual health care needs. In order to meet national program missions and strategies as well as legislative mandates (Balanced Budget Act of 1997 and Medicare Modernization Act of 2003), CMS operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE. In addition to this, with new reform and regulations and with the advent of the Affordable Care Act (ACA), calls and inquiries may also include issues regarding the Affordable Care Act (ACA), consumer health choices or other Federal programs and Department of Health and Human Services (DHHS) initiatives including the operation of a Federal Marketplace. CMS's contact Center Customer Service (CCCS) objective is to establish a contact Center Operations (CCO) environment that will provide customer service functions which are able to efficiently handle and answer inquiries with a high level of service across the United States and its territories. The operations include offering the same range of services and quality across multiple contact channels, such as telephone, mail, email, TDD/TTY, fax, and web chat, enabling multi-channel access. CMS anticipates a full and open competition for the continued operation of its CCO environment. The applicable NAICs code is 561422, Telemarketing Bureaus and Other contact Centers. DRAFT SOLICITATION: In an attempt to improve the understanding of CMS's CCO requirements, allow potential offerors to judge whether or how they can satisfy the Government's requirements, and to increase efficiency in proposal preparation, proposal evaluation, negotiation, and contract award, CMS is releasing for comment a draft solicitation, which includes among others, a statement of work, associated proposal instructions and evaluation criteria. CMS hopes that this early exchange of information with industry will assist with identifying and resolving concerns regarding: the feasibility of the requirement, including performance requirements; evaluation criteria; the availability of reference documents; and, any other industry comments or questions concerning the CCO procurement. CMS will utilize the comments and questions received to make revisions to the draft solicitation as determined appropriate. Additionally, CMS may attach questions and answers generated as a result of this request for information to the final solicitation document. CMS will not respond directly to the entity generating the question or comment. contact CENTER OPERATIONS (CCO) PRE-SOLICITATION VIRTUAL CONFERENCE (ADDED 2.26.21) All interested parties are invited to join the contact Center Operations (CCO) Pre-Solicitation Virtual Conference to be held on March 11, 2021 from 2:00 to 3:30 PM EST. The purpose of this virtual conference is to provide a brief overview of the CCO program and to discuss our strategic direction in anticipation of releasing a final solicitation. Additionally, CMS will address several common themes that arose as a result of comments and questions received in response to the draft RFP. There will also be a brief discussion about high-level milestone events and dates to assist in planning for the release of the final solicitation. Attendees will have the opportunity to ask questions as time permits. Please register in advance for this meeting by clicking on the following link: See also Attachment J-14 https://cms.zoomgov.com/meeting/register/vJItc-ugrTgrGN3AuOIslFuBH-Z00t7_Vzw After registering, you will receive a confirmation email containing information about joining the meeting. We ask that you register by March 9, 2021. contact CENTER OPERATIONS (CCO) PRE-SOLICITATION VIRTUAL CONFERENCE (ADDED 3.12.21) A recording of the virtual conference can be viewed at the following link: https://cms.zoomgov.com/rec/share/ucVOC7z05zhIS7fy5mXOaukBR4C-X6a8gHIX-_Vcyka1_ASRPutj-aNmjZxZ8ufR NOTE: The access passcode is 1tpB@a15. The link and access passcode are included in the attachment section as well. The power point slide deck has also been added to the attachment section. **SEE RELATED NOTICE "RFI220296 CCO REVISED DRAFT RFP" POSTED ON 5/7/2021**

Link/URL: https://beta.sam.gov/opp/58d5cf882439493ca5897e0cbc38a929/view