# Contact Center Training and Content (CTC) Canonical: https://abierto.us/opportunities/260172j - Solicitation number: 260172J - Notice type: Sources sought - Status: Closed. Deadline was March 5, 2026 at 12:00 PM EST - Department: Department of Health and Human Services - Agency: Centers for Medicare and Medicaid Services - Contracting office: Ofc of Acquisition and Grants MGMT (75FCMC) - NAICS: 541611 Administrative Management and General Management Consulting Services - Product or service code: R499 Other Professional Services - Set-aside: Total small business set-aside - Place of performance: Baltimore, Maryland - County: City of Baltimore (FIPS 24510). https://abierto.us/counties/city-of-baltimore-md-24510 - City: Baltimore. https://abierto.us/cities/baltimore-md-2404000 - First posted: February 3, 2026 - Last posted: February 4, 2026 - SAM.gov: https://sam.gov/workspace/contract/opp/43dbb41c6b6b42a98551ad11e2b4ef19/view ## Description The purpose of this contract is to develop training and e-Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers. It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries. The contractor must be capable of developing both classroom training materials and eLearning solutions for self-paced modules to support the multiple contact centers that are staffed with an estimated 10,000 CSRs nationwide. Additionally, the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all contact center communication channels (telephone, written correspondence, web chat, etc.). It is also important that the contractor possesses an in-depth understanding of the functionality of Next Generation Desktop (NGD), which is the primary application used by the CSRs during all customer interactions. CMS requires that information being provided is accurate, understandable, and consistent across all channels of communication. The work volumes for training and content have increased with the maturity of this contract. Currently there are approximately 1,000 training products supporting multiple lines of business (General Medicare, Marketplace New Hire, Claims, etc.). This contract also ensures all products are maintained, updated or archived (New Hire Training, Claims Training, e-Learning Modules, Job Aids, Process Manuals, Infographics, etc.) In addition, approximately 100 new pieces of training are in development each year. The content team has over 3,900 products (Phone Scripts, CSR User Alerts, Blast Alerts, Quick Letters, Reference Materials etc.) that are maintained, updated and developed per year. The content count includes both English and Spanish versions. All these products are stored, deployed, and tracked through CMS provided Universal Content Management (UCM) and Learning Management (LMS) systems. ## Publications - February 3, 2026: Sources sought, due March 5, 2026 at 12:00 PM EST. Notice e98cad63a7974e88a359f02fa2cff45b. https://sam.gov/workspace/contract/opp/e98cad63a7974e88a359f02fa2cff45b/view - February 4, 2026: Sources sought, due March 5, 2026 at 12:00 PM EST. Notice 43dbb41c6b6b42a98551ad11e2b4ef19. https://sam.gov/workspace/contract/opp/43dbb41c6b6b42a98551ad11e2b4ef19/view ## Points of contact - Shane Ryberg, shane.ryberg@cms.hhs.gov - Brian Humes, brian.humes@cms.hhs.gov --- Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/260172j.