Contact Center Operations Bridge Contract - JOFOC

The Centers for Medicare & Medicaid Services (CMS) intends to issue a Bridge Contract to Maximus Federal Services, Inc. for Call Center Operations (CCO) support.  The follow-on CCO requirement is currently being recompeted utilizing full and open procedures; however, the award will not be made in time to allow for an adequate transition period prior to the expiration of the existing CCO contract HHSM-500-2013-00103C (May 31, 2022). Transition of a call center of this magnitude is extensive and is anticipated to take upwards of approximately 12 months.  The Bridge Contract will ensure continued and uninterrupted support of the CMS call center operations until a new contract can be awarded and transitioned.The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering the same range of services and quality across multiple contact channels such as telephone, written correspondence, TDD/TTY, and web chat, enabling multi-channel