Training, Quality Assurance and Content Development (TQC) Bridge Contract

Agency: HEALTH AND HUMAN SERVICES, DEPARTMENT OF
State: Indiana
Type of Contract: Awards
Type of Government: Federal
Category:
  • R - Professional, Administrative and Management Support Services
Posted: Feb 1, 2023
Solicitation No: 230959
Publication URL: To access bid details, please log in.
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Training, Quality Assurance and Content Development (TQC) Bridge Contract
Active
Contract Opportunity
Notice ID
230959
Related Notice
230959
Contract Line Item Number
Department/Ind. Agency
HEALTH AND HUMAN SERVICES, DEPARTMENT OF
Sub-tier
CENTERS FOR MEDICARE AND MEDICAID SERVICES
Office
OFC OF ACQUISITION AND GRANTS MGMT
Award Details
  • Contract Award Date: Jan 31, 2023
  • Contract Award Number: 75FCMC23C0015
  • Task/Delivery Order Number:
  • Contractor Awarded Unique Entity ID: NLXHVL2Z2967
  • Contractor Awarded Name: HIGHPOINT DIGITAL INC.
  • Contractor Awarded Address: Indianapolis , IN 46250-5700 USA
  • Base and All Options Value (Total Contract Value): $48063711.00
General Information
  • Contract Opportunity Type: Award Notice (Original)
  • All Dates/Times are: (UTC-05:00) EASTERN STANDARD TIME, NEW YORK, USA
  • Original Published Date: Feb 01, 2023 07:25 am EST
  • Inactive Policy: 15 days after contract award date
  • Original Inactive Date: Feb 15, 2023
  • Initiative:
    • None
Classification
  • Original Set Aside:
  • Product Service Code: R499 - SUPPORT- PROFESSIONAL: OTHER
  • NAICS Code:
    • 541611 - Administrative Management and General Management Consulting Services
  • Place of Performance:
    Indianapolis , IN 46250
    USA
Description

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 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.



This TQC Bridge Contract was not awarded competitively because CMS is already in the process of completing a competitive procurement for continuation of these services. An unsuccessful Offeror submitted a protest to the United States Government Accountability Office (GAO) in October 2022. The protest will not be resolved in time to allow for an adequate transition period prior to expiration of the prior TQC contract on January 31, 2023 (HHSM-500-2013-00099C). CMS requires that these critical TQC support services continue during the time period January 31, 2023 (when the prior contract expired) through the time the follow-on contract is awarded and fully transitioned.



Pursuant to FAR 16.301-2, “Application”, this 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 operations.


Attachments/Links
Contact Information
Contracting Office Address
  • 7500 SECURITY BLVD
  • BALTIMORE , MD 21244
  • USA
Primary Point of Contact
Secondary Point of Contact
History

Related Document

Nov 8, 2022[Special Notice (Original)] Notice of Intent to Issue Sole Source Bridge Contract
Feb 1, 2023[Justification (Original)] JOFOC - Training, Quality Assurance and Content Development (TQC) Bridge Contract
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