RFP 2017-21 Service Center Training

This contract awards the development and delivery of customized instructor‑led and web‑based training for Covered California’s service‑center staff, covering call‑center operators, supervisors, managers, analysts, and support units. The vendor must provide curriculum design (without charging for design), train‑the‑trainer sessions, and ongoing content updates over a two‑year period, with possible extensions. The solicitation required a maximum contract ceiling of $990,000, a comprehensive technical and cost evaluation, and allowed small‑business preference points. The award was made to UBM LLC (ICMI) based in Colorado Springs, CO. • Scope: custom training (in‑person, webinars, e‑learning) for hundreds of staff across multiple functional units. • Budget: up to $990 k total, approx. $495 k per year. • Duration: July 1 2018 – June 30 2020, with two optional one‑year extensions. • Procurement: sealed‑bid, full open competition; evaluation includes technical (70 %) and cost (30 %).