Annuitant Health Benefits Open Season Contact Center 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 General Services Administration (GSA), on behalf of the Office of Personnel Management (OPM) Retirement Services (RS), has issued a Sources Sought Notice for Annuitant Health Benefits Open Season Contact Center Services. This is for market research to identify qualified sources capable of providing call center support, distribution, and processing of health benefits enrollments for Federal annuitants. The anticipated contract type is firm-fixed price. Responses are due by March 3, 2026, at 10am EST.
Purpose & Scope
OPM RS requires a contractor to provide comprehensive support for the Health Benefits Open Season and other related retirement notices. This includes:
- Distributing and mailing Open Season materials to annuitants.
- Operating a call center to respond to annuitant inquiries.
- Processing enrollment changes, address changes, cancellations, and suspensions.
- Managing data collection and reporting related to Open Season processing.
- Personalizing and emailing notices to annuitants.
- Handling special cases and correspondence not directly related to health benefits.
Key Requirements
Based on the DRAFT Performance Work Statement (PWS), the contractor must:
- Be FEDRAMP certified at the time of proposal submission.
- Ensure systems comply with OPM's IT security and data protection requirements, including encryption and continuous monitoring.
- Utilize IBM's Connect:Direct software for secure data transfer.
- Provide key personnel, including a Project Manager and a Programmer/Computer Analyst.
- Submit a detailed Phase-in/Phase-out Operations Plan.
Contract & Timeline
- Type: Sources Sought / Market Research (anticipated Firm Fixed-Price for services)
- Set-Aside: None specified (market research stage)
- Product/Service Code: R604 (Mailing And Distribution Services)
- Place of Performance: Washington, DC, United States (remote work with potential on-site meetings)
- Response Due: March 3, 2026, 10am EST
- Published: February 25, 2026
Response Instructions
Interested parties should provide responses addressing the following:
- A brief business description (limit one page), including home office, UEI, SAM.gov registration status, business size, and socio-economic categories.
- Confirmation if the DRAFT PWS contains sufficient information for an RFP response.
- Whether the business provides this service commercially.
- Capability to perform all required services in the DRAFT PWS.
- Estimated subcontracting needs.
- Summary of similar or previous experience (one page, with references).
- Any alternative NAICS code(s) considered appropriate.
- Estimated lead time from award notification to contract performance start.
Responses should be sent via email to colleen.butler@gsa.gov and tanya.reeger@gsa.gov. This notice is for planning purposes only and does not guarantee a solicitation.