The C3 Help Desk is responsible for overseeing and managing the resolution of contact center representative requests for both the Medicare and Marketplace contact centers. These requests include, but are not limited to, troubleshooting support, technical support, issue triage, and escalation of issues. The C3 Help Desk is the central, integrated, help desk supporting the suite of systems that support the call centers. The C3 Help Desk is also responsible for managing the entire lifecycle of help desk requests.

Sophia Parker, FedPoint's Managing Partner, says the project is integral to FedPoint's mission to implement IT solutions that directly impact the effectiveness of CMS' program priorities.

“FedPoint is laser focused on providing CMS excellent service so that it can continue to 'connect the dots' between its various call center activities,” said Parker. “We appreciate the opportunity to continue supporting CMS in this vitally important program. Our team's understanding of the work allows us to provide CMS with seamless performance while enhancing services through continuous quality improvement.”

FedPoint Partner David Hughes agrees. “As a core member of FedPoint, we are proud that TurningPoint brings personnel who have been providing these services for more than 12 years,” he said. “Our team brings unparalleled understanding of the C3 Help Desk environment, and we have been successful in this work in part because of the telecommunications and project expertise we offer.”

FedPoint's C3 Help Desk contract is a 51-month task order under the CMS SPARC 8(a) contract vehicle with a total value of $9.9M if all options are exercised.