Next Generation Desktop (NGD) - Industry Day

The Call Center Operations Group (CCOG), within the Centers for Medicare and Medicaid Services (CMS), is pleased to provide this “Save the Date” and invitation to current and prospective contractors to attend a virtual Industry Day to share important information on upcoming Call Center Systems solicitations on Thursday, January 16, 2025, from 10:00AM-11:30PM EST. CCOG operates a nationwide toll-free, multi-channel contact center available 24/7/365 across multiple locations to meet national program objectives and comply with legislative mandates.

Currently the Next Generation Desktop (NGD), a web-based Oracle Siebel Customer Relationship Management (CRM) application, is utilized by customer service representatives within a multi-channel contact center for assisting Medicare beneficiaries and Marketplace consumers. CCOG welcomes prospective contractors to learn more about the upcoming solicitations that will support the Next Generation Desktop (NGD) applications, and gain insights into the coming approach.

Industry Day participants will have the opportunity to gain key insights into the current contract model, and the two upcoming solicitations: Next Generation Desktop (NGD) operations, maintenance, and CRM modernization Hosting of the various systems that support the Call Center, including the Next Generation Desktop To register for the Industry Day, please email Lauren Holsey (lauren.holsey@cms.hhs.gov) and Patrick Forgione (patrick.forgione1@cms.hhs.gov). Further information and registration details will be provided.