“The Centers for Medicare and Medicaid Services (CMS) issued a Jan. 26 draft request for proposal for a 10-year, $5.4 billion, contract to provide contact center operations support.
This week’s focus of Bloomberg Government’s Top 20 Opportunities is the recompete of the CMS Contact Center Operations (CCO) contract. The contract will continue to provide service functions to answer customer inquiries. Operations will span multiple contact channels, such as telephone, written mail, email, fax, and web chat…”
“The government has not yet established an estimated value. BGOV estimates the upcoming contract value, $5.4 billion, based on the amount of the current contract. Responses to the draft RFP are due February 9.
Incumbent Spending
The incumbent contract has disbursed $4.9 billion spending obligations of a $5.4 billion total value to two companies since it was awarded in April 2013. It is set to expire in May 2022…”
“What’s Ahead
The CMS has yet to establish a final RFP estimated release date. In addition to the January draft RFP, BGOV expects acquisition planning to also include a comment period with at least one round of questions and answers published publicly and an industry day. Once those two events occur, it’s possible a final RFP could be issued around July…” Read the full article here.
Source: Top 20: CMS Issues $5.4 Billion Medicare Call Center Draft RFP – By Daniel Snyder, February 3, 2021. Bloomberg Government.
