Contact Center Training and Content (CTC)

Sources Sought Notice

This is a Sources Sought Notice, not a solicitation for proposals. Its purpose is to gather information on the capabilities of qualified small businesses (including service-disabled veteran-owned, HUBZone, small disadvantaged, veteran-owned, and women-owned small businesses) to provide training and scripted content for Customer Service Representatives (CSRs) at the Medicare and Marketplace Contact Centers. The goal is to ensure CSRs provide accurate, understandable, and consistent information to beneficiaries and consumers across all communication channels.

• Develop training and e-Learning products to enhance CSR knowledge of Medicare and Marketplace programs.

• Support multiple contact centers with an estimated 10,000 CSRs nationwide.

• Proactively review and verify accuracy of scripts, FAQs, and content across all communication channels (telephone, written correspondence, web chat) in English and Spanish.

• Develop and maintain approximately 1,000 existing training products and create approximately 100 new training pieces annually.

• Ensure all training and content products are Section 508 compliant.

• Develop and evaluate customer satisfaction surveys.

• Provide monthly survey reports with key metrics.

• Demonstrate understanding of the Next Generation Desktop (NGD) system.

• Interested parties must submit capability statements (PDF format, max 15 pages, 12pt font) via email to Shane Ryberg (shane.ryberg@cms.hhs.gov).

• Capability statements must demonstrate expertise in content development, script writing, training programs, designing/developing/deploying training solutions, and developing programs for customer service agents.

• Specific requirements include demonstrating expertise in developing training using data from reporting, process monitoring, and industry best practices, and ensuring quality, accuracy, and consistency.

• Capability statements must also include business information such as UEI, Tax ID, Company Name/Address, POC, current contract vehicles (GSA Schedules, GWACs, IDIQs), accounting system status, business size status, and reference points of contact.

• This notice is specifically for small businesses. Organizations not considered small businesses under NAICS code 541611 should not respond.

• Responses must be submitted by March 5, 2026, at 12:00 p.m. EST.

• This notice does not obligate the government to award a contract.

• No proprietary, classified, confidential, or sensitive information should be included.

• Vendors must be free of actual or apparent conflicts of interest.

Sources Sought Notice

This notice is a Sources Sought for small businesses interested in providing training and scripted content to customer service representatives (CSRs) at the Medicare and Marketplace Contact Centers. The goal is to gather information on the availability and capabilities of qualified small businesses to develop materials that aid CSRs in providing accurate, understandable, and consistent information to beneficiaries and consumers across multiple communication channels.

• Develop training and e-Learning products to enhance CSR knowledge of Medicare and Marketplace programs.

• Create and maintain scripts, FAQs, and other content for telephone, written correspondence, and web chat.

• Support an estimated 10,000 CSRs nationwide.

• Proactively review and update information based on Medicare and Marketplace policies.

• Understand the functionality of the Next Generation Desktop (NGD) system.

• Ensure all training and content products are Section 508 compliant.

• Not specified in this notice.

• Interested parties must submit a capability statement (PDF format, max 15 pages, font size 12pt).

• Capability statements must demonstrate expertise in content development, training design, customer service agent support, and quality assurance.

• Specific business information is required, including SAM registration and size status.

• Responses are for market research purposes and are not proposals.

• This notice is specifically for small businesses (e.g., service-disabled veteran owned, HUBZone, small disadvantaged, veteran owned, women-owned).

• Organizations not considered small businesses under NAICS code 541611 should not respond.

• Responses must be submitted by March 5, 2026, at 12:00 p.m. EST.

• This is NOT a solicitation for proposals.

• The government reserves the right to use the information provided for any purpose.

• No proprietary, classified, confidential, or sensitive information should be included in responses.

• Vendors must identify and mitigate any potential conflicts of interest.