Beneficiary Data Access and Medicare Account Experience (BDAMAX)

CMS has a need for IT professional services to support development and operations of BDAMAX. The principal support tasks include Continuous Integration/Continuous Delivery (CI/CD), release support, outage support, monitoring, application and development configuration, infrastructure support, and independent testing. Six (6) months of performance is being proposed to be added via a negotiated contract modification in order to extend the current period of performance from November 19, 2025 to May 18, 2026 to allow CMS and the BDAMAX contractor to complete key strategic deliverables outlined in the team’s Program Increment (PI) schedule without introducing significant risks and potential delays.

People with Medicare increasingly expect interactions with Medicare to include information that is current, personalized and relevant to their immediate situation. These expectations will continue to grow as more web-savvy consumers age into the program. To meet the expectations of a modern health care insurer, CMS has enhanced Medicare information channels to provide a more integrated, personalized and seamless customer service experience. The program is externally branded as "eMedicare."

The eMedicare initiative intends to deliver enhancements to the customer experience of Medicare beneficiaries. There is a cohesive, multi-year strategy of consumer data integration and web product development to modernize Medicare.gov and improve access to personal health care data. The roadmap for this program reflects multiple efforts across CMS and will enhance opportunities for consumers to:

• Go digital.
• Self-serve.
• Enjoy a seamless multi-channel customer service experience.

The Beneficiary Data Access and Medicare Account Experience (BDAMAX) contract supports the evolution of the Medicare digital customer experience by:

• Improving the authenticated experience within the Medicare.gov website (i.e., the Medicare account).
• Maturing the data, data management, and data use capabilities of the underlying data store (i.e., Beneficiary Experience Data Analytics Platform (BEDAP) as a service).
• Implementing and improving outreach and marketing capabilities, including, but not limited to, analytic and reporting services as well as user experience improvements.

Through BDAMAX, these capabilities and associated systems and tools have evolved to deliver a more personalized and improved customer experience for Medicare beneficiaries.

The BDAMAX contract provides self-service capability to Medicare beneficiaries in an integrated, personalized and seamless customer experience via omnichannel delivery by:

• Providing up-to-date data that is personalized and meets beneficiaries’ needs when they need it (what they are looking for, not too much, and not too little).
• Meeting beneficiary expectations based on other common online or digital interactions (e.g., banking, credit cards, health insurance and other private industry customer service interactions).
• Providing simple, easy-to-use interfaces and tools that present digestible and meaningful information and results quickly.
• Ensuring the experience builds confidence in consumer decision-making, and builds trust in Medicare.gov as the premier information source.