CMS Contact Center Training and Content (CTC)

The purpose of this contract is to obtain support to develop and maintain training and content for use by customer service representatives (CSRs) within the CMS Contact Centers of Operations (CCO). These training and content materials are used by CSRs to respond to inquiries from beneficiaries and consumers related to Medicare and Marketplace programs.  The CTC contractor shall support the efficient delivery of multichannel customer service for Medicare and Marketplace inquires, including training and content materials for CSRs that are complete, accurate, and consistent across all contact center channels. Pursuant to FAR 16.301-2, “Application”, the Contact Center and Training and Content (CTC) contract is not suitable for a fixed-price contract type due to the uncertainties associated with the program requirements, which do not allow costs to be estimated with sufficient accuracy.  Additionally, in a fixed price contract, because the price is fixed and does not vary for a set scope of work, the vendors must consider many possible project scenarios and account for the most costly of those scenarios in its price. Therefore, fixed price contracts typically result in higher priced contracts when compared with cost reimbursable contracts for identical