May 3, 2022 – The Centers for Medicare & Medicaid Services (CMS) has awarded Sparksoft Corporation with a 5-year, $31 Million prime contract to manage the Marketplace Service Desk (MSD). MSD provides assistance to the CMS Center for Consumer Information and Insurance Oversight (CCIIO) Application Development Organizations (ADO), issuers, agent brokers, Health Insurance Marketplaces, State agencies, insurance companies, Third-party Administrators (TPA), and other healthcare stakeholders with the implementation and operational issues of the Patient Protection and Affordable Care Act (PPACA or ACA).
Under this contract, Sparksoft will perform activities that support the MSD services delivered to MSD customers through the following tasks:
- Provide Service Desk Operations, Customer Satisfaction Management, Service Level Management (SLM), Knowledge Management, Incident and Case Management, Access Management, Interactive Voice Response (IVR) Implementation Plan, Standard Operating Procedures (SOP), MSD User Guide, and Escalation Plan.
- Improve services via new service desk technologies, processes, and procedures to continually enhance efficiencies and to increase the number of service desks supported by CMS without impacting service levels to support the Agency’s mission and accomplish their strategic goals.
- Incorporate best practices to respond, resolve and, as necessary, escalate operational and technical support inquiries made to the MSD in accordance with the Experience Level Agreement (XLA).
- Provide Business Operations activities that include hours of operation, collecting and maintaining customer interaction data, and producing required performance metrics and reports.
"We are honored and humbled that the government continues to trust us with support on some of the most mission-critical public health programs that impact our families and communities." said Sparksoft’s President Ms. Siva Sivaraman. Sparksoft’s CEO, Mr. Mike Finkel stated that "The MSD expands Sparksoft’s footprint supporting vital pillars of the ACA Marketplace on CCIIO programs like Hub and MIDAS, as well as our portfolio of large-scale contact center operations support on IQA and ESC programs across the CMS ecosystem. It is truly a privilege to be such a trusted partner to our CMS clients, who are some of the most dedicated public servants leading transformational missions. We take our responsibility to ensure that the marketplace is sustainable for years to come very seriously through our obligation to continue seeking out holistic synergies, efficiencies, and technical breakthroughs for the agency at an enterprise-scale."
This award builds on Sparksoft’s certified ISO 9001 Quality Management System (QMS) and experience with high-volume contact center operations providing Independent Quality Assurance (IQA) monitoring of Customer Service Representatives (CSR) at 1-800-MEDICARE Contact Center Operations (CCO), and as a subcontractor on the Marketplace Eligibility Support Contract (ESC), where our CSRs maintain a 98% Quality Score supporting eligibility determinations for Health Insurance Marketplaces, as well as Sparksoft’s extensive support across Federal and State-based ACA Marketplace pillars like the Multidimensional Insurance Data Analytics System (MIDAS), Federal Data Services Hub (Hub), and Marketplace Program Integrity Contract (MPIC). To learn more about Sparksoft’s role in supporting CCIIO with the ACA Marketplace during the Coronavirus pandemic, please click here https://www.sparksoftcorp.com/articles/sparksoft-supports-aca-marketplace.html.
About Sparksoft Corporation
Sparksoft is a certified Capability Maturity Model Integration (CMMI) Services and Development Maturity Level 3, ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2013, 8(a), Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission “to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation,” we specialize in six specific digital health solutions: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together to relentlessly push for more efficient solutions.
We have developed a support structure of Innovation Centers designed to collect our lessons learned and identify opportunities for improvement. A key development from our Innovational Centers is the DevTOps framework, which uses an Agile methodology and emphasizes testing during development to optimize the project lifecycle. SparkLabs, where our development teams explore ideas and turn them into real-world solutions, is an important impetus in our drive for innovation. We continually pull from our experience and combine this with forward-thinking technology from our certified partners like RedHat, Microsoft, AWS, Okta, Google, Databricks, and MarkLogic to conceptualize novel and effective solutions such as our eleVate® RPA data pipeline, MockSpider® virtual sandbox, ScriptHive® for TDD/BDD automation, and 508bee® for accessibility validation.
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