NGS (National Government Services) has been named the primary contractor for Next Generation Desktop (NGD) program of CMS (Centers for Medicare & Medicaid Services). In 2001, National Government Services (NGS) was originally awarded the business, and today’s announcement reflects a continuation of the contract for a 2-month period of performance plus 9 option years. The agreement is valued at nearly $310 million.
NGD program of NGS can host up to 20,000 Medicare and Marketplace customer service representatives (CSRs) to process more than 60 million calls per year, decreasing the amount of time needed to assist individuals with Medicare and Marketplace consumers by making better the ability of customer services representatives to give timely and precise service.
The NGD’s performance and reliability directly impacts the level of service and consistency of data received when contacting Centers for Medicare & Medicaid Services (CMS). For instance, when people call 1-800-Medicare with queries, this program can be used by CSRs to access information in claims and enrollment systems and observe a previous history of interactions. Marketplace support involves helping consumers shopping for or seeking data on private health plans through the Federal marketplace.
NGS Chief Operating Officer, Mary Ludden said, “NGS works to continuously bring creative, cost-saving services to health care institutions of America, which ultimately develop efficiencies and generate cost savings. We’re deeply committed to giving powerful and reliable customer service at every turn. Re-winning this business is a depiction of our team’s work and dedication.”