Since 1998, Palmetto GBA has served as the national Customer Service Support Center (CSSC), which was recompeted as the Customer Support Front End System (CSFES) in 2019. Palmetto GBA once again was awarded a five-year contract. Included in this contract is a technical support help desk that provides an excellent customer experience to all Medicare Advantage, Prescription Drug and Medicare-Medicaid plans.

As customer service needs have evolved over the past two decades, Palmetto GBA has adapted technology and innovations to keep pace with those changing needs. The current CSFES contract requires file processing with four front-end Information Technology systems. Palmetto GBA operates an EDI Gateway for the Medicare Advantage and Prescription Drug program. Palmetto GBA will also process reports and provide analytics reports to summarize submission trends and process outcomes by trading partners and Medicare Advantage Organization (MAO).

In service of the contract Palmetto GBA will take in massive transaction volumes that exceed more than two billion annually.