Contact Center Training and Content (CTC)
Contract Opportunity Analysis
The Department of Health and Human Services, specifically the Centers for Medicare and Medicaid Services (CMS), is seeking qualified small businesses to provide training and content development services for customer service representatives (CSRs) at Medicare and Marketplace Contact Centers. The primary objective is to enhance the knowledge of CSRs regarding Medicare and Marketplace programs, ensuring they deliver accurate, understandable, and consistent information across various communication channels, including telephone, written correspondence, and web chat. This contract is crucial for maintaining high-quality service to beneficiaries and consumers, as it involves developing classroom training, e-Learning modules, and other content for approximately 10,000 CSRs nationwide, while also ensuring compliance with Section 508 standards. Interested parties must submit their capability statements, limited to 15 pages, by March 5, 2026, to Shane Ryberg at shane.ryberg@cms.hhs.gov or Brian Humes at brian.humes@cms.hhs.gov, as part of the sources sought notice process.