D -- Contact Center Operations (CCO) Multiple Award IDIQ

The Centers for Medicare and Medicaid Services (CMS) intends to award a multiple award Indefinite Delivery Indefinite Quantity (IDIQ) contract for Contact Center Operations (CCO). The CCO IDIQ contract is the vehicle that the Centers for Medicare & Medicaid Services (CMS) will use to obtain customer service functions in support of a contact center environment within CMS’ Contact Center Customer Service (CCCS) program. CCCS is the overarching program that will guide the creation and consolidation of beneficiary inquiry contact centers. These contact centers will require two main types of support: systems support and integration, and customer service contact center operations. The CCO IDIQ is the vehicle under which CMS will compete and award task orders for operations to support the scope of beneficiary contact center requirements. Task orders issued under the CCO IDIQ will require the establishment and support of national beneficiary contact center customer service operations. In addition to standard call center operations, the CCO IDIQ contractors will be required to support technologies used in the contact center, as well as collaborate with and support other CCCS Program contractors in the areas of Content Management, Learning & Development and Quality Assurance. This procurement will be a full and open competition. It is anticipated that this competition will result in the award of two to four (2-4) IDIQs. The period of performance will be a base year plus nine (9) one-year options. The NAICS code applicable to this procurement is 561421 (Telephone Answering Services) with a size standard of $6 million in average annual receipts. A formal solicitation package will be available on or about September 23, 2005. Questions related to this synopsis should be referred to Debbie Lester at (410) 786-5136 or Email to [email protected].