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CMS Releases Draft RFP for Potential $5.4B Contact Center Operations Support Contract

The Centers for Medicare and Medicaid Services has issued a draft solicitation for a potential 10-year, $5.4 billion recompete contract for call center operations support, Bloomberg Government reported Thursday.

A notice posted Jan. 26 on the beta SAM website says the selected vendor will handle calls and inquiries regarding the Affordable Care Act, consumer health choices, operation of a federal marketplace and other federal programs and provide other customer service support under the Contact Center Operations contract.

The contractor will also provide services and information through various channels, including telephone, mail, email, fax, TDD/TTY and web chat.

CMS has yet to determine the estimated value of the CCO contract, but BGOV is predicting a $5.4 billion value for the recompete based on the details of the incumbent contract that is set to conclude in May 2022.

In April 2013, CMS awarded the current contract to General Dynamics (NYSE: GD), accounting for approximately $4.3 billion in contract obligations. Maximus (NYSE: MMS) took over the contract in fiscal year 2020 after it acquired General Dynamics’ federal citizen engagement centers and now accounts for about $555 million in spending to date.

Comments and questions regarding the draft request for proposals are due Feb. 9.

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