G
1) Provide over-the-phone telephonic interpretations to support CCO Customer Service Representatives (CSRs) in responding to customer service inquiries from CMS' Limited English Proficient (LEP) customer population or from customers who prefer to receive customer service in their primary language;
2) Provide translation of written documents and electronic customer service interactions (email and Web Chat) to support CCO Customer Service Representatives (CSRs) in responding to customer service inquiries from CMS's Limited English Proficient (LEP) customer population or from customers who prefer to receive response to inquiries in their primary language; and,
3) Perform quality monitoring of interpreter interactions, electronic customer service interactions and written document translations to ensure all interactions are accurate, complete, consistent, and according to best practice customer service standards.
This procurement will be Woman-Owned Small Business (WOSB) Program set-aside competition. All responsible Woman Owned small businesses eligible for the WOSB Program may submit a proposal which shall be considered by the agency.
The period of performance will be one base year plus five (4) one-year options. The NAICS code applicable to this procurement is 541930 (Translation and Interpretation Services).
This synopsis is in reference to HHS-CMS-DBSC-SBSS-11-099. A formal solicitation package will be available on or about the last week of August 2012. Questions related to this synopsis should be referred to Charles Brewer at [email protected].
Contracting Office Address:
7500 Security Blvd.
B3-30-03
Baltimore, Maryland 21244-1850
Secondary Point of Contact:
Deborah S. Lester,
Contracting Officer
[email protected]
Phone: 410-786-5136