The government authority in Baltimore, Maryland is seeking an experienced contractor to provide comprehensive technical and operational support services. The scope includes ongoing technical assistance for the in-person assister community, Salesforce system IT development and integration, and support across multiple components and IT systems. Services required also encompass the continued development and maintenance of a complaints helpdesk platform designed to intake consumer, provider, and issuer complaints with capabilities such as an email-to-case inquiry resolution solution and extensive API integration.

The contractor will be expected to offer expertise in agency processes, marketplace systems, commercial individual and small group health insurance markets, Medicaid, CHIP, and related insurance programs nationwide. Responsibilities include creating 508-compliant technical support materials for in-person use, developing interactive and mobile-compatible web-based training materials and simulation-based microlearning modules. The contract also involves maintaining centralized electronic email inbox operations, supporting electronic program application processing for Marketplace and related programs, and managing Salesforce Communities capable of handling large volumes of unstructured data. An integrated telephonic system within Salesforce for stakeholder complaint intake and resolution is also required.