NCI CIS Pre-solicitation Notice   4

Background
The National Cancer Institute’s (NCI) Contact Center, also known as NCI’s Cancer Information Service (CIS), is a federally funded program that was established in 1975 as an essential part of NCI's cancer education and information efforts. NCI’s Contact Center serves as a critical element of NCI’s communications infrastructure to disseminate evidence-based cancer information and fulfill the NCI’s Congressional mandate to provide and contract for a program to disseminate and interpret, on a current basis, for practitioners and other health professionals, scientists and the general public, scientific and other information respecting the cause, prevention and diagnosis, and treatment of cancer.

Work Details
The purpose of this non-R&D acquisition is to continue the activities for NCI’s Contact Center. The Contractor shall operate the NCI’s Contact Center to handle inquiries on behalf of NCI by providing evidence-based cancer education and information to patients, their families and friends, physicians, other health professionals, and the public. The Contractor shall provide information about NCI programs/grants to researchers/investigators and specialists to address first tier questions of the research community. Additionally, the Contractor shall also provide and manage a bilingual (English and Spanish) omni-channel contact center in support of the following scope of work:
- Cancer information and case management along the cancer continuum
- Clinical trials information, education, recruitment, and case management
- Nicotine and tobacco cessation counseling, information, and case management
- Information about NCI and its Divisions, Offices, and Centers (DOCs), programs, priorities, and activities.
Specific tasks include creating a customer experience designed to meet or exceed customer needs; providing customer-centric cancer and clinical trials information; offering nicotine/tobacco information and counseling; developing, implementing, evaluating training for Contact Center staff; creating and maintaining trainings and other materials used to support the operations of the Contact Center; collaborating with NCI Divisions, Offices, and Centers (DOCs) to support NCI-directed pilot projects; working collaboratively with the COR to review existing communications plans; managing personnel, financial resources, communications resources, material resources; collecting data routinely on an ad-hoc basis using only NCI-approved data collection tools; using systems compatible with Government Provided Information Technology (IT) and communication support; assuring the security of any facilities used to conduct the work of the contract; conducting transition-in plan.

Period of Performance
The anticipated period of performance for this contract is from May 1, 2025, to April 30, 2030.