# Contact Center Operations

Canonical: https://abierto.us/opportunities/75fcmc24r0010

- Solicitation number: 75FCMC24R0010
- Notice type: Solicitation
- Status: Closed. Deadline was June 28, 2024 at 11:00 AM EDT
- Department: Department of Health and Human Services
- Agency: Centers for Medicare and Medicaid Services
- Contracting office: Ofc of Acquisition and Grants MGMT (75FCMC)
- NAICS: 561422 Telemarketing Bureaus and Other Contact Centers
- Product or service code: R499 Other Professional Services
- First posted: May 16, 2024
- Last posted: November 26, 2024
- SAM.gov: https://sam.gov/workspace/contract/opp/d0949d2493bb4537866d780fabdf8419/view

## 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)

## Publications

- May 16, 2024: Solicitation, due June 28, 2024 at 11:00 AM EDT. Notice 10111e39881e48178788aaea02880914. https://sam.gov/workspace/contract/opp/10111e39881e48178788aaea02880914/view
- June 14, 2024: Solicitation, due June 28, 2024 at 11:00 AM EDT. Notice b501f84807294c10aa2a33dffed8c744. https://sam.gov/workspace/contract/opp/b501f84807294c10aa2a33dffed8c744/view
- November 26, 2024: Solicitation, due June 28, 2024 at 11:00 AM EDT. Notice 427f8e55ca0240c7a7e651db7d65e429. https://sam.gov/workspace/contract/opp/427f8e55ca0240c7a7e651db7d65e429/view
- November 26, 2024: Solicitation, due June 28, 2024 at 11:00 AM EDT. Notice d0949d2493bb4537866d780fabdf8419. https://sam.gov/workspace/contract/opp/d0949d2493bb4537866d780fabdf8419/view

## Points of contact

- Brian Humes, brian.humes@cms.hhs.gov, 4107868898
- Deborah S. Lester, deborah.lester@cms.hhs.gov, 4107865136

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Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/75fcmc24r0010.