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Added: Aug 05, 2013 3:36 pmTELEPHONE INTERPRETATION and WRITTEN DOCUMENT TRANSLATION SERVICES
This is a SMALL BUSINESS SOURCES SOUGHT NOTICE. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of qualified small businesses (e.g., 8(a), service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, veteran-owned small business, and women-owned small business), that can provide 24x7 oral over-the-phone interpretation and written document translation services in any language in support of CMS's consumer inquiries. The information from this market research will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible. An organization that is not considered small business under the applicable NAICS code should not submit a response to this notice.
The Centers for Medicare & Medicaid Services (CMS) is the largest purchaser of health insurance in the United States, purchasing health care for an estimated 79 million people through Medicare and Medicaid. CMS works to ensure high quality health care at a reasonable price and to provide information about benefits, health promotion, and choices. CMS is responsible for accurate, timely, relevant, understandable, and easily accessible information that will help individuals evaluate health plan options, nursing home options, and make decisions on their individual health care needs. CMS is required to broadly disseminate information to people with Medicare (and prospective people with Medicare) on the coverage options available, prescription drug information and General Medicare information.
In order to meet national program missions and strategies as well as legislative mandates (Balanced Budget Act of 1997 and Medicare Modernization Act of 2003), CMS operates a toll-free nation-wide, 24 x 7 contact center to provide beneficiary customer service and address beneficiary inquiries on topics such as Medicare benefits and programs, claims, as well as questions about general Medicare policies, referrals for assistance in decision-making or other individual healthcare needs. Medicare beneficiaries have choices in Medicare Plans that affect many things, such as out-of-pocket costs, benefits, choice of doctors and providers, convenience, and quality. In addition to this, with new reform and regulations and with the advent of the Affordable Care Act (ACA), calls and inquiries may also include issues regarding Medicaid, the Affordable Care Act (ACA), consumer health choices or other Federal programs and Department initiatives.
CMS strives to ensure customer service availability for its Limited English Proficiency (LEP) populations. In order to provide LEP populations with quality customer service and address inquiries for callers who speak languages other than English and Spanish, CMS provides its contact center agents with the ability 24x7 to third-party conference with an over-the-phone interpretation service in the event that a caller may speak a language that is not spoken by the agent handling the call. For written inquiries in other languages, CMS also provides its contact center agents with the ability to send written documents for translation.
Medicare and the Health Insurance Marketplace are critical nation-wide programs that are politically sensitive and highly visible. The contact center program serves as one of the primary outreach channels for over 300 million people and therefore requires high performance standards, disaster planning (business continuity), and other important oversight and monitoring functions. Requirements for Telephone Language Interpretation and Written Document Translation operations follow including detail on specific operational requirements. Please also see Appendix A for additional Security & Technical Requirements.
Due to the sensitive nature of the program and types of inquiries and assistance the program provides to beneficiaries and consumers across a multitude of health care choices, conflicts of interests are a concern. For the purpose of identifying entities with conflicts of interest, the entity is one that is engaged in or is affiliated with, as that term is explained in FAR 19.101, the -
The following provides potential responders with an overview of the types of support that would be required of the telephone interpretation services contractor. Note that although this is an extensive list, it is not meant to be all inclusive.
1. Effectively provide 24x7 oral over-the-phone interpretation services in any language (supporting at least 100 languages (See Appendix B)) with a service level of 80% of the calls answered within 30 seconds for connection with a live interpreter over-the-phone.
CAPABILITY STATEMENT INFORMATION
Please address your knowledge of and experience with each of the following points (A) through (F). Reference where applicable specific items from the Requirements Overview section while providing 24x7 oral over-the-phone interpretation services and written document translation services.
(A). Demonstrate your expertise and experience providing 24x7 oral over-the-phone interpretation services in at least 100 languages. Please provide comprehensive information on supported languages including a list of the languages available for 24x7 over-the-phone interpretation services and call center(s) model/location of interpreters. Please also include the capacity of contact volumes you are able to support in any given time period, including over the course of one year.
(B). Demonstrate your expertise and experience with providing a service level of at least 80% of incoming calls answered within 30 seconds (average speed of answer) via 24x7 on-demand over-the-phone interpretation services in at least 100 languages via a dedicated 1-800 access line that has the ability to third-party conference in multiple parties.
(C). Demonstrate your expertise and experience in providing written document translation services for at least 100 languages. Please provide comprehensive information on supported language including a list of the language available for written document translation. Please also include the capacity of document volumes you are able to support in any given time period, including over the course of one year.
(D). Demonstrate your expertise and experience in utilizing a program for training and certifying oral over-the-phone interpreters and document translators in languages, healthcare insurance and/or medical knowledge, and sensitivity and privacy of personal medical information.
(E). Demonstrate your expertise and experience in utilizing quality call monitoring and document translation quality monitoring processes and best practices. Specifically provide information on how you measure, track, monitor, improve and ensure the quality, accuracy, consistency, and timeliness of telephone interpretations and document translations.
(F). Demonstrate your experience and expertise in adhering to HIPAA, Privacy Act, and federal Security rules and standards on oral over-the-phone interpretations and document translations that include handling sensitive personal health/medical information and personally identifiable information (PHI and PII). Please see the attached federal guidelines in Appendix A when formulating your response.
ADDITIONAL INFORMATION REQUESTED:
Interested parties having the capabilities necessary to perform this requirement may submit capability statements via email to Charles Brewer (Charles.Brewer1@cms.hhs.gov). CAPABILITY STATEMENTS MUST DEMONSTRATE THE MINIMUM REQUIREMENTS OUTLINED ABOVE. Please address each in order listed above under "Capability Statement Information."
Capability statements shall also include the following information: (Capability Statements shall be limited to 10 pages and shall designate any/all teaming arrangements and the work proposed to be performed by each team member.)
Business Information --
Responses must be submitted no later than August 14, 2013 by 2:00 pm. Capability statements will not be returned and will not be accepted after the due date.
This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis and solicitation may be published in Federal Business Opportunities. However, responses to this notice will not be considered adequate responses to a solicitation.
Confidentiality. No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s).
Questions concerning submission requirements may be directed to Charles Brewer, Contract Specialist, 410-786-5170 or Charles.Brewer1@cms.hhs.gov. CMS will not entertain questions related to contracting strategy.
The contractor shall comply with the applicable security requirements related to the operation of the CCO defined in the Business Partner System Security Manual (BPSSM) (also known as IOM Publication 100-17), the Core Security Requirements and its operational appendices (A, B and C), found at http://www.cms.gov/Manuals/IOM/. The contractor shall implement a security program that adheres to CMS security standards. The Info Security Library can be found at http://www.cms.gov/InformationSecurity/ISD/list.asp. The contractor shall fully cooperate with CMS audits, reviews, evaluations, tests, and assessments of contractor systems, processes, and facilities. The following security regulations, policies, and guidelines are applicable to all CMS contractors:
1. Public Law 93-579, The Privacy Act of 1974, as amended
7500 Security Blvd.
Baltimore, Maryland 21244-1850
Charles Robert Brewer,
Debbie A Lester,
August 5, 2013
Aug 14, 2013 2:00 pm Eastern
Automatic, on specified date
November 14, 2013
Original Set Aside:
R -- Professional, administrative, and management support services
541 -- Professional, Scientific, and Technical Services/541930 -- Translation and Interpretation Services