SOURCES SOUGHT
D -- Virtual Contact Center Strategy Helpdesk (VCS HD) - Request for Information (RFI)
- Notice Date
- 4/7/2017
- Notice Type
- Sources Sought
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Health and Human Services, Centers for Medicare & Medicaid Services, Office of Acquisition and Grants Management, 7500 Security Blvd., C2-21-15, Baltimore, Maryland, 21244-1850
- ZIP Code
- 21244-1850
- Solicitation Number
- A170826
- Point of Contact
- Andrea Ormiston, Phone: 4107861206
- E-Mail Address
-
andrea.ormiston@cms.hhs.gov
(andrea.ormiston@cms.hhs.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- Virtual Contact Center Strategy Help Desk (VCS HD) Request for Information (RFI) This is a Request for Information ONLY and NOT a solicitation. Please see attached PDF document. Synopsis: THIS IS A REQUEST FOR INFORMATION (RFI). This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this RFI is to obtain knowledge and information for project planning purposes, exploring alternative solutions and determining industry best practices for managing a medium-sized, centralized helpdesk which can address and manage the demands of multiple, complex program needs. Background: One of CMS's greatest challenges is informing Medicare beneficiaries about the many options available to them. In response, CMS launched the National Medicare Education Campaign to ensure that beneficiaries received accurate and unbiased information about their benefits, rights and options. This campaign included mailings to explain new benefits and health plan options, as well as the inception of the toll-free 1-800-MEDICARE contact center equipped with live operators to respond to inquiries concerning the new Medicare+Choice program. In November 1998, the 1-800-MEDICARE contact center was piloted in five states, and expanded nationally in March 1999. Medicare beneficiaries, their families, and other members of the public called to ask questions concerning program eligibility, enrollment, and benefits. In addition to this, with new reform and regulations, and, with the passage of the Patient Protection and Affordable Care Act (PPACA), calls and inquiries now also include issues regarding the Affordable Care Act (ACA), consumer health choices or other Federal programs, and Department of Health and Human Services (DHHS) initiatives. Charged with this mission, CMS developed the Virtual Contact Center Strategy (VCS) in 2002 to develop toll-free, nation-wide, 24x7 contact center operation (CCO), at multiple geographically dispersed sites, to provide customer service and address inquiries; this includes 1-800 MEDICARE and the Marketplace contact centers. The VCS includes a framework for developing a cost-effective, scalable, technologically advanced customer service platform is comprised of the following systems, integrated via a secure voice and data network: a)Next Generation Desktop (NGD) b)Speech Recognition Interactive Voice Response (IVR) c)Self-Service IVR d)Intelligent Call Routing (ICR) e)Computer Telephony Integration (CTI) f)MyMedicare.gov (Medicare Beneficiary Portal) g)Healthcare.gov (FFM portal) h)National Data Warehouse (NDW) i)Learning Management System (LMS) j)Medicare Knowledge Training Repository (MTKR) The VCS Help Desk is the central, integrated help desk supporting the Virtual Call Center Strategy enterprise of systems and will be responsible for managing the entire lifecycle of help desk requests for support and maintenance. Description: CMS is seeking information from industry on operational insights and best practices in operating a moderately sized support helpdesk spanning an entire enterprise of call center tools and technologies (both COTS and custom) at geographically disparate sites. Please use the following volume assumptions for reference when formulating responses: VCS HD Ticket Volume, 6-month Average (2016) January753 February 698 March903 April731 May691 June692 Information Requested: Respondents interested in this RFI may provide a response for CMS internal use and consideration. CMS is seeking information in the following operational areas, but not limited to: •Do you have experience providing monitoring, reporting, operation, and analysis of: voice and data services, intelligent call routing and management applications, queuing, agent skilling, and initializing voice and data service orders? Where possible, please share insights into which applications and platforms your experience is comprised of, and, any particular best practices which set your solutions apart from others. •Have you hosted, administered/managed and utilized enterprise service management software? If so, please share any insights, best practices or innovations you feel differentiate your implementations or solutions. •Do you have experience gathering complex business requirements spanning an enterprise to create standard operating procedures (SOPs) and customized reporting? If so, how do you manage complex collaboration amongst large stakeholder communities? •How do you leverage staffing resources for overlapping program needs? •Any other feedback you consider constructive for this type of work. We appreciate your time and effort in responding to this request for information. Requested Information: The response to this RFI shall be in writing submitted to the point of contact below. Any contractor may respond to this RFI, and there is no limit on the number of responses that a company may submit. The response should contain the following information: 1.Name of submitter and contact information: a.Company Name b.Company Address c.Company Point of Contact, Phone and Email address d.Size Status under NAICS Code 541519 (Other Computer Related Services) e.Contract Vehicle(s) Available 2.Submit responses to the above questions as well as any other relevant information. Submissions to this RFI are due by April 21, 2017 not later than 11:00 AM EST electronically to the below address: andrea.ormiston@cms.hhs.gov - Andrea Ormiston (Contract Specialist) Disclaimer and Important Notes: This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. Information provided will be used to assess tradeoffs and alternatives available for the potential requirement and may lead to the development of a solicitation. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. Confidentiality: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). Questions may be submitted electronically up to the date and time for responses to Andrea Ormiston at (410) 786-1206 or at andrea.ormiston@cms.hhs.gov.
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- Record
- SN04464232-W 20170409/170407234145-f4a805fec9fa3ed0535d793622227dcb (fbodaily.com)
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