Documents in this Reading Room are for use in preparation of a proposal in response to RFP No. N02-CO-01002-50 only, and are not intended for general use by the public for any other reason.

Reading Room documents frequently reference the NCI's Cancer Information Service (CIS). The documents are in use in the current CIS contracts. While the program shall be referred to in future as the NCI Contact Center, the information in these documents is reliable and appropriate for use in responding to the statement of work in this solicitation.

1. NCI Contact Center Contact Volume, Session Length, and Arrival Pattern Data
2. NCI Contact Center Customer and Subject of Interaction Data
3. NCI Contact Center Initial Training Modules List

Example Training Module:

• Module 15: Hematologic Cancers
4. Current Contact Center Quality Standards:
• Telephone - Cancer
• Telephone - Smoking Cessation
• LiveHelp - Cancer
• LiveHelp - Smoking Cessation
• E-mail
5. Sample Contact Center Annual Quality Report (for use in Scenario A)
6. CIS Policies and Procedures List

Example Policies and Procedures:

• Policy 2: The NCI Is the Primary Source of Cancer Information Used by the CIS
• Policy 7: CIS Staff Are Not Physicians and Do Not Prescribe Medical Treatment or Diagnose Illness
• Policy 9: Data Collection in the CIS Program
• Policy 10: Use of NCI's CIS Audio Files
• Procedure G-3: NCI's Web Site: CIS Primary Resource
• Procedure G-13: Use of NICE Audio Files by CIS Contractor Staff
• Procedure CC-1: Responsibilities of Contact Center Staff
• Procedure CC-6: Non-NCI Resources for Cancer Content
7. Approved Non-NCI Resources
8. CIS Contact Record Coding Manual Preface and Table of Contents