00134 - No Surprises Act Services
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The U.S. Department of Labor, Employee Benefit Security Administration (EBSA), is conducting a Request for Information (RFI) to identify solutions for No Surprises Act (NSA) Services. This RFI seeks to gather information from potential contractors capable of supporting the management of complaints related to the NSA. Responses are due March 17, 2026, at 2:00 PM EST.
Scope of Work
The primary objective is to support EBSA in managing complaints from medical providers regarding alleged NSA violations. Key services include:
- Complaint Reception and Management: Prioritizing and resolving complaints within EBSA customer service standards and the NSA's 60-day response mandate.
- Contract Training: Comprehensive training on health plans, the NSA, the Technical Assistance Inquiry System (TAIS), agency Standard Operating Procedures (SOPs), and complaint handling.
- Daily Complaint Review: Assessing approximately 100 new complaints daily to identify non-provider complaints, those outside DOL jurisdiction, correct data errors, and designate alleged violations.
- Jurisdiction Notification: Informing the Office of Outreach, Education and Assistance (OEA) about complaints outside DOL jurisdiction or concerning specific entities.
- Complaint Management Process: Processing complaints per SOPs, gathering information, advising on self-correction, documenting actions, and notifying complainants of review results using pre-approved templates.
- Reporting: Providing monthly reports to OEA detailing complaint status, closures, and benefit recoveries.
- Surge Capacity (Optional): Providing additional resources during periods of increased complaint volume when authorized.
Contract & Timeline
- Type: Request for Information (RFI) / Sources Sought
- Period of Performance (Anticipated): One 12-month base period (September 16, 2026, to September 15, 2027), with four 12-month option periods.
- Set-Aside: None specified (RFI stage)
- Response Due: March 17, 2026, 2:00 PM EST
- Questions Due: February 26, 2026 (using Attachment 01 - QA Log)
- Published: February 20, 2026
Evaluation
This is an RFI for market research purposes. Responses will be used to gather information and do not guarantee a future solicitation or award.
Additional Notes
Attachment 01 - QA Log.xlsx is provided for submitting questions, but currently contains no specific details or requirements for bidders. Bidders should monitor for updates. Contractor personnel must be available for training and adhere to confidentiality regarding training documents and sensitive information.