Project Information

Bid Title

Contact Center Training and Content (CTC)

Issuing Agency

HEALTH AND HUMAN SERVICES, DEPARTMENT OF

Location

Maryland

Published Date

Feb 4, 2026

Closing Date

Mar 5, 2026

Government Level

Federal

Status

Closed

Ref. #

260172J

Original Source

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Bid Inquiries

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Bid Documents

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Set Aside

Total Small Business Set-Aside (FAR 19.5)

Project Description

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Contact Center Training and Content (CTC)

Active

Contract Opportunity

Notice ID

260172J

Related Notice

Department/Ind. Agency

HEALTH AND HUMAN SERVICES, DEPARTMENT OF

Sub-tier

CENTERS FOR MEDICARE AND MEDICAID SERVICES

Office

OFC OF ACQUISITION AND GRANTS MGMT

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General Information View Changes

• Contract Opportunity Type: Sources Sought (Updated)
• Updated Published Date: Feb 04, 2026 02:10 pm EST
• Original Published Date: Feb 03, 2026 04:02 pm EST
• Updated Response Date: Mar 05, 2026 12:00 pm EST
• Original Response Date: Mar 05, 2026 12:00 pm EST
• Inactive Policy: Manual
• Updated Inactive Date: Mar 10, 2026
• Original Inactive Date: Mar 10, 2026
• Initiative:
  • None

Classification

• Original Set Aside: Total Small Business Set-Aside (FAR 19.5)
• Product Service Code: R499 - SUPPORT- PROFESSIONAL: OTHER
• NAICS Code:
  • 541611 - Administrative Management and General Management Consulting Services
• Place of Performance:
  Baltimore , MD
  USA

Description

The purpose of this contract is to develop training and e-Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers. It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries. The contractor must be capable of developing both classroom training materials and eLearning solutions for self-paced modules to support the multiple contact centers that are staffed with an estimated 10,000 CSRs nationwide. Additionally, the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all contact center communication channels (telephone, written correspondence, web chat, etc.). It is also important that the contractor possesses an in-depth understanding of the functionality of Next Generation Desktop (NGD), which is the primary application used by the CSRs during all customer interactions. CMS requires that information being provided is accurate, understandable, and consistent across all channels of communication.

The work volumes for training and content have increased with the maturity of this contract. Currently there are approximately 1,000 training products supporting multiple lines of business (General Medicare, Marketplace New Hire, Claims, etc.). This contract also ensures all products are maintained, updated or archived (New Hire Training, Claims Training, e-Learning Modules, Job Aids, Process Manuals, Infographics, etc.) In addition, approximately 100 new pieces of training are in development each year. The content team has over 3,900 products (Phone Scripts, CSR User Alerts, Blast Alerts, Quick Letters, Reference Materials etc.) that are maintained, updated and developed per year. The content count includes both English and Spanish versions. All these products are stored, deployed, and tracked through CMS provided Universal Content Management (UCM) and Learning Management (LMS) systems.

Attachments/Links

Contact Information View Changes

Contracting Office Address

• 7500 SECURITY BLVD
• BALTIMORE , MD 21244
• USA

Primary Point of Contact

• Shane Ryberg
• shane.ryberg@cms.hhs.gov

Secondary Point of Contact

• Brian Humes
• brian.humes@cms.hhs.gov

History

• Feb 04, 2026 02:10 pm ESTSources Sought (Updated)
• Feb 03, 2026 04:02 pm EST Sources Sought (Original)

Commodity Codes

• FSC RProfessional, Administrative and Management Support Services

• NAICS 541611Administrative Management and General Management Consulting Services

Related bids

Feb 3, 2026

[Sources Sought (Original)] Contact Center Training and Content (CTC)

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