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Contact Center Operations

Award Details

  • Contract Award Date: Aug 31, 2022
  • Contract Award Number: 75FCMC22C0038
  • Task/Delivery Order Number:
  • Contractor Awarded Unique Entity ID: TREKW6J3QSF5
  • Contractor Awarded Name: Maximus Federal Services, Inc.
  • Contractor Awarded Address: Mclean, VA 22102-4894 USA
  • Base and All Options Value (Total Contract Value): $6,601,074,760.00

General Information

  • Contract Opportunity Type: Award Notice (Original)
  • Original Published Date: Sep 01, 2022 05:01 pm EDT
  • Inactive Policy: 15 days after contract award date
  • Original Inactive Date: Sep 15, 2022
  • Initiative:
    • None

Classification

  • Original Set Aside:
  • Product Service Code:
  • NAICS Code:
  • Place of Performance:
    USA

Description

The purpose of this contract is to obtain contact center operations (CCO) support to respond to inquiries from the Centers for Medicare and Medicaid Services’ (CMS’) customer service population.

The CCO contractor shall provide accurate and high-quality customer service for all inquiries.  The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat. 

This contract action was awarded competetively as a Cost Plus Award Fee (CPAF) type contract. 

Pursuant to FAR 16.301-2, “Application”, the Contact Center Operations (CCO) 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. 

Contact Information

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History