The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). The purpose of this contract is to obtain contact center operations (CCO) support to respond to inquiries from the Centers for Medicare and Medicaid Services’ (CMS’s) customer service population.

The Contractor will support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, email, TDD/TTY, fax, and web chat. 

This procurement will be a full and open competition. The period of performance will be a transition period plus nine (9) one-year options.  The NAICS code applicable to this procurement is 561422 (Telemarketing Bureaus and Other Contact Centers) with a size standard of $16.5 million in average annual receipts.

A formal solicitation package will be available on or about June 01, 2021. Questions related to this synopsis should be referred to Brian Humes at [email protected] and Debbie Lester at [email protected].