The Centers for Medicare and Medicaid Services (CMS) is issuing this Request for Information (RFI) as a means of conducting market research or as a market survey to determine the availability of potential qualified vendors with the technical ability to provide all management, supervision, administration and labor for the Marketplace Learning Management System (MLMS) for Federally Facilitated Exchange (FFE) Agents & Brokers, Assisters (Navigators, Certified Application Counselors (CACs), Enrollment Assistance Personnel (EAP), “Other” assisters, State-Based Exchanges using the Federal Platform (SBE-FP) Assister role, and users from the Center for Program Integrity (CPI) and contractor groups.
The Contractor shall serve as an MLMS integrator, offering assistance with managing and testing all content that is prepared and developed by CMS, the Center for Consumer Information and Insurance Oversight (CCIIO), CPI, and their contractor(s). These training materials will be delivered for consumer usage via the MLMS service by the successful Contractor.
Specific activities include but are not limited to:
- maintaining an online MLMS service to enable online registration, training, and testing for Agents, Brokers, Assisters, and CPI Users and contractor groups
- contracting with Cornerstone on Demand (CSOD), which is a Software as a Service (SaaS) solution, to purchase the license for the MLMS on an annual basis
- continuing to provide and maintaining a vehicle on the MLMS service to support collaborative/social learning and enhanced communications resources for training needs and updates
- during the base year, developing a new “Assister profile” on the MLMS landing page with historical training completion statuses shown
- during the base year, providing a new ability to notify Assisters when their certification is about to lapse
- supporting the delivery of multi-media training venues, including web-based training, virtually led instructor trainings, recorded videos to be viewed “on demand” by end users, and live webinars
- administering the Training Catalog which requires uploading, testing, and version updating of courseware
- providing technical support for the MLMS service
- collecting, maintaining, exchanging, and securing data related to the registration, training, and testing
- providing new ability for CMS to pull customized data reports from the MLMS
- maintaining training content documentation, including documenting content received and any minor edits made to the content
- assisting in validating Agents and brokers by continuing to host the separate MLMS landing page containing Agent/Broker profile screens
- sending a notification via API to the Identity Management System (IDM) system to grant an Agent/Broker role whenever training is satisfactorily completed for an Agent/Broker
- operating an email and service desk support system using an existing chat bot for MLMS, or by proposing another solution to provide automated responses to commonly asked questions, with an elevated tier for more complicated service desk questions. The solution must be proven to decrease costs, increase timely response rates, and assist consumers by providing accurate, timely information in response to their Service Desk needs
- providing help desk support in compliance with the service level agreements defined below…
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