Contact Center Training and Content (CTC)
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 Centers for Medicare and Medicaid Services (CMS), under the Department of Health and Human Services, has issued a Sources Sought notice for Contact Center Training and Content (CTC) services. This market research aims to identify qualified small businesses capable of developing training and e-Learning products, as well as maintaining content for approximately 10,000 Customer Service Representatives (CSRs) supporting Medicare and Marketplace programs. This is a Total Small Business Set-Aside. Responses are due March 5, 2026, at 12:00 p.m. EST.
Scope of Work
The selected contractor will be responsible for developing comprehensive training and e-Learning materials to enhance CSR knowledge of Medicare and Marketplace programs. This includes creating both classroom training and self-paced e-Learning modules. A key aspect involves proactively reviewing Medicare and Marketplace policies to develop and verify the accuracy of scripts, Frequently Asked Questions (FAQs), and other content across all communication channels (telephone, written correspondence, web chat). The contractor must also understand the functionality of the Next Generation Desktop (NGD) system, the primary application used by CSRs. All products must be Section 508 compliant. The scope includes maintaining and updating approximately 1,000 existing training products and over 3,900 content products (including English and Spanish versions), with about 100 new training pieces developed annually.
Contract & Timeline
- Type: Sources Sought / Market Research
- Set-Aside: Total Small Business Set-Aside (FAR 19.5)
- Response Due: March 5, 2026, at 12:00 p.m. EST
- Published: February 3, 2026
Submission & Eligibility
Interested small businesses must submit a capability statement, limited to 15 pages (12pt font), in PDF format. The statement should demonstrate expertise in content development, training design, customer service agent support, and quality assurance. Specific business information, including SAM registration and size status, is required. This notice is exclusively for small businesses under NAICS code 541611 (Other Professional Services).
Additional Notes
This is NOT a solicitation for proposals and does not guarantee a future contract. The information gathered will be used for market research purposes to determine the availability and capabilities of qualified small businesses. Respondents should not include proprietary, classified, confidential, or sensitive information.