The Centers for Medicare & Medicaid Services has released a small business sources sought notice for Contact Center Training and Content (CTC) support tied to its Medicare and Marketplace Contact Centers. The effort focuses on developing and maintaining classroom training, e-Learning modules, scripts, FAQs, and reference materials that help customer service representatives deliver accurate, consistent, plain-language information across phone, written correspondence, and web chat. The scope reflects large-scale, ongoing work supporting an estimated 10,000 CSRs nationwide, including continuous updates to thousands of training and content products, policy-driven script validation, and support for CMS systems such as the Next Generation Desktop, Learning Management System, and Universal Content Management tools.
This notice is intended solely for market research to assess qualified small businesses under NAICS 541611, including firms with deep experience in healthcare programs, contact center training, multilingual content development, accessibility compliance, and data-driven quality improvement. Full details are available on SAM.gov here
