Centers for Medicare & Medicaid Services (CMS) Advisory & Assistance Services for Contact Center Modernization

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