Centers for Medicare & Medicaid Services (CMS) Advisory & Assistance Services for Contact Center Modernization
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Key Takeaways
- No response deadline specified - contact the agency for details
- Full and open competition - all businesses eligible to bid
- Work to be performed in BALTIMORE, MD
- Industry: Administrative Management and General Management Consulting Services
Contract Details
- Notice ID
- 251720J
- Opportunity Type
- Justification
- Sub-Agency
- CENTERS FOR MEDICARE AND MEDICAID SERVICES
- Office
- OFC OF ACQUISITION AND GRANTS MGMT
- Posted Date
- Wednesday, October 1, 2025
- Response Deadline
- Not specified
- PSC Code
- R425
- Set-Aside
- Full & Open Competition
- Place of Performance
- BALTIMORE, MD, 21244
- Status
- Active
Description
I. SCOPE The Centers for Medicare & Medicaid Services (CMS) seeks specialized consulting and advisory services to assess and provide actionable recommendations related to (a) the current ecosystem of contracting and operations structure of the CMS contact centers (1-800-MEDICARE and the Marketplace Call Center), (b) opportunities to improve contact center service capability and meet agency performance objectives, and (c) potential alternative approaches that would lead to greater efficiencies. Contracts supporting the contact centers cost CMS approximately $900 million annually, and CMS requires expert discovery, analytical, and consultative support to evaluate the current state of operations, develop future-proof and outcomes-based requirements for ongoing contact center support, and cons
Why This Opportunity Matters
HEALTH AND HUMAN SERVICES, DEPARTMENT OF is seeking responses for administrative management and general management consulting services in BALTIMORE, MD.
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