HHS - Marketplace Service Desk (MSD) - MRAS

The Department of Health and Human Services (HHS), through the General Services Administration (GSA), is conducting market research to identify capable vendors for supporting the Marketplace Service Desk (MSD) under the Centers for Medicare & Medicaid Services' Center for Consumer Information and Insurance Oversight (CCIIO). The overarching goal of this initiative is to enhance the operational efficiency and service quality provided by the MSD, which plays a critical role in supporting healthcare marketplace systems. This effort is part of a broader strategy to ensure that millions of Americans seeking health insurance coverage receive timely and effective assistance.

The work involves three primary tasks: core service delivery, performance monitoring and analytics, and strategic program management. The core service delivery component requires providing multi-channel customer support through phone and email, operating with extended hours from 8 AM to 8 PM Monday through Friday, with additional weekend support during Open Enrollment periods. This ensures that users receive prompt assistance, maintaining the integrity of essential healthcare infrastructure.

Performance monitoring and analytics are crucial aspects of this program, emphasizing data-driven decision-making. The MSD generates comprehensive reports ranging from daily operational metrics to annual trend analyses. These insights allow CMS leadership to evaluate service performance, identify areas for improvement, and make informed strategic decisions. The reporting framework covers everything from basic ticket volumes to complex analyses of system incidents.

Strategic program management extends beyond operational support by aligning with agency goals and regulatory requirements. It involves maintaining critical documentation, coordinating with stakeholders across HHS, CMS, other federal agencies, agents, brokers, issuers, and supporting technological advancements in healthcare marketplaces. A focus on quality and compliance ensures adherence to federal security requirements protecting sensitive information such as PII, PHI, and FTI while introducing innovation in service delivery.