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Maximus to provide Covid-19 vaccination hotline services for the US

June 4, 2021

A Maximus business unit has been awarded a potential $951M contract to support a national hotline program for the Centers for Disease and Prevention’s (CDC) Covid-19 vaccination rollout. 

The contract award notice which appeared on the federal procurement site discloses the General Services Administration sole-source contract under ‘urgent and compelling circumstances’ provision under the Federal Acquisition Regulations.

It is understood the contract involves contact centre delivery and publication of public health information that can be accessed via phone or email. $229.6 million has been committed with the potential to extend the service until February 28, 2023.

Under the contract, Maximum will respond to calls and emails from healthcare providers and the public, by offering a resource for coordinating consistent, reliable information to help control the rampant spread of misinformation that’s obstructed much of the response to COVID-19. When call volumes peaked in April, 500 agents were responding to more than 16,000 calls and 2,000 emails per day from healthcare providers and the public.

At the beginning of the pandemic, CDC requested additional agents to expand operations to 24/7 coverage. When call volumes peaked in April, 500 agents responded to
more than 16,000 calls and 2,000 emails per day.


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