Loren Data's SAM Daily™

SAMDAILY.US - ISSUE OF AUGUST 28, 2020 SAM #6847
SOURCES SOUGHT

R -- CMS Independent Quality Assessment (IQA)

Notice Date

8/26/2020 4:47:02 AM
 

Notice Type

Sources Sought
 

NAICS

541611 — Administrative Management and General Management Consulting Services
 

Contracting Office

OFC OF ACQUISITION AND GRANTS MGMT BALTIMORE MD 21244 USA
 

ZIP Code

21244
 

Solicitation Number

A200862
 

Response Due

9/10/2020 8:00:00 AM
 

Archive Date

09/25/2020
 

Point of Contact

Lauren Teal, Deborah Lester
 

E-Mail Address

Lauren.Teal@cms.hhs.gov, deborah.lester@cms.hhs.gov
(Lauren.Teal@cms.hhs.gov, deborah.lester@cms.hhs.gov)
 

Small Business Set-Aside

SBA Total Small Business Set-Aside (FAR 19.5)
 

Description

This is a SMALL BUSINESS SOURCES SOUGHT NOTICE. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of qualified small businesses (e.g., small disadvantaged business, veteran owned small business, women-owned small business, service-disabled veteran owned small business, and HUBZone small business) capable of providing Independent Quality Assessment (IQA) for the Centers for Medicare & Medicaid Services (CMS), Call Center Operations Group. Audits and assessments are focused on Contact Center public interactions through multiple communication channels such as telephone, web chat, and written letter. The information from this market research will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible. An organization that is not considered small business under the applicable NAICS code (i.e., 541611) should not submit a response to this notice. To remain an independent assessor of quality, CMS anticipates that an offeror will have a conflict of interest if they are a current Medicare and Marketplace call center contractor or subcontractor (This would also include Training and Content along with Language Line). The selected IQA contractor may also be precluded from offering (as a prime or subcontractor) on future CMS competitions for operation of the CMS Medicare and Marketplace Call Centers, Training and Content, and Language Line Services. CMS requires IQA to independently audit Customer Service Representative (CSR) interactions with the public to assess adherence to privacy, knowledge skills, and customer service skills.� Adherence to privacy is defined as ensuring compliance with the Privacy Act of 1974 and Health Insurance Portability and Accountability Act (HIPAA). Knowledge skills is defined as ensuring accurate information is provided about Medicare and Marketplace programs and policy, and that sufficient information is provided to resolve a caller�s question. Finally, customer service skills are defined as ensuring callers receive professional and courteous service. �The IQA contractor will monitor and audit call recordings and other interactions, including telephone, written correspondence, and Web Chat, to provide an independent assessment of the call center�s quality related to the skills listed above on a monthly and yearly basis.
 

Web Link

SAM.gov Permalink
(https://beta.sam.gov/opp/bf0f9acaf0a546889dd585efed95dab1/view)
 

Place of Performance

Address: Windsor Mill, MD 21244, USA

Zip Code: 21244

Country: USA
 

Record

SN05775085-F 20200828/200826230202 (samdaily.us)
 

Source

SAM.gov Link to This Notice
(may not be valid after Archive Date)

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