Provide a multi-channel contact center that responds to and resolves tier 1 user routine service requests related to the systems that comprise this project: 1) the integrated acquisition environment…

Ended Awarded Last action

Contract number
GS00A09AAC0080
Awardee
Awarding agency
Obligated
$26,793,371

Award facts

Opportunity
  • ACMDRC090001 Solicitation number
Contract value 92% obligated
  • $26,793,555.81 Current, with exercised options
  • $29,220,216.10 Potential, with all options
Completion date 100% complete
  • Current, with exercised options
  • Potential, with all options
NAICS code
519190 All Other Information Services
Set-aside
No set-aside
Competition
Full and Open Competition · 12 offers Negotiated Proposal / Quote
Pricing
Firm Fixed Price
Place of performance
Montgomery, AL 36191, USA
Legislative mandates

Award details come from SAM.gov/FPDS.

Transactions

Action Obligated Date
Supplemental Agreement for work within scope PS026 · FSD helpdesk $0
Supplemental Agreement for work within scope PS023 · FSD help desk support (SAM implementation) $2,500,000
Other Administrative Action PA022 $0
Exercise an Option PS021 · FSD help desk support $3,732,310
Funding Only Action PS20 · FSD helpdesk support. The purpose of this modification is to provide funding to option year 2. $1,000,000
Funding Only Action PS019 · The purpose of this modification is to add funding. $180,080
Funding Only Action PS018 · The puropose of this modification is to add funding. $2,015,000
Exercise an Option PS017 · The purpose of this modification is to exercise option YR 2. $1,200,000
Supplemental Agreement for work within scope PS016 · Ther purpose of this modification is to incorporate transition period 3 for fsrs grants and add additional quantity. $4,852,670
Supplemental Agreement for work within scope PS015 · The purpose of this modification is to incorporate phase 2 of the fsrs grants tranisiton. $35,942
Supplemental Agreement for work within scope PS014 · The purpose of this modification is to incorporate a transition period for fsrs grants $176,873
Other Administrative Action PA013 · Vendor name changed from electronic data systems corporation (EDS corp) to HP enterprises services, LLC reflecting modification PA05 of GSA base contract IDV… $0
Funding Only Action PA012 · Add funding for option year one for federal service desk (FSD) support services $2,356,422
Exercise an Option PS011 · Exercise option period one - 03/27/2010 through 03/26/2011 $0
Other Administrative Action PS010 · Acknowledge and approve the substitution from current subcontractor (simplicity) to replacement subcontractor (rightnow) $0
Funding Only Action PA009 $2,291,422
Funding Only Action PA008 $2,291,422
Funding Only Action PA007 $146,969
Funding Only Action PA006 · Add funding for federal service desk (FSD) support services $514,261
Other Administrative Action PA005 · Incorporation of the current, applicable department of labor wage determination. $0
Funding Only Action PA004 · Fully fund the base period of the task order. This includes an increase in funding due to the additional services called for under modification PS003. $2,527,000
Definitize Change Order PS003 · Definitize the terms and conditions of the change order PC002. $0
Change Order PC002 · Prioritize the order in which systems will be implemented. $0
Other Administrative Action PA001 · Appoint the contracting officer's technical representative and add a clin for other direct costs $0
Original award $973,000
Show all 25

Description

As the agency reported it.

Provide a multi-channel contact center that responds to and resolves tier 1 user routine service requests related to the systems that comprise this project: 1) the integrated acquisition environment systems and 2) the GSA ocao acquisition systems not formally a part of IAE. Requests of a tier 1 routine nature are to be handled to resolution and requests of a more difficult technical and policy nature are to be referred to the appropriate technical or policy resource; tier 1 shall have the capability to escalate more difficult issues to tier 2/3 level services for the pertinent system(s) or to the IAE architecture and operations support contractor, when IT becomes available. The acquisition service desk shall provide a single point of contact, using multi-channels of communication, leveraging the communications infrastructure. Multi-channel refers to web (web forms, and web chat) and phone channels of communication. IT shall also provide a self service, searchable, web-based knowledgebase to enable users to locate information that may resolve their need for help (tier 0). The contractor shall provide and maintain turnkey service of customer service representatives (CSR), automatic call distributor (ACD) and telecom equipment and network services, including call processing equipment, and facilities and network services for responding to incoming email web forms, phone calls and web chat for acquisition service assistance. The solution must be managed by CSR agents as a cross-channel one, rather than as isolated channels. All facilities and technology infrastructure provided shall conform to the requirements set forth in sections c.5 and c.6 of the base contract respectively and must be located in the united states within the contiguous 48 states.

Quick answers

Who was awarded contract GS00A09AAC0080?

GS00A09AAC0080 was awarded to Peraton Enterprise Solutions LLC by Office of the Administrator (General Services Administration) on March 27, 2009.

How much is contract GS00A09AAC0080 worth?

The government has obligated $26,793,371 on GS00A09AAC0080. Its current value, with exercised options, is $26,793,556. Its potential value, with all options, is $29,220,216.

Is contract GS00A09AAC0080 an order under another contract?

Yes. GS00A09AAC0080 is a delivery order under GS00V08PDD0072, an indefinite delivery contract, on USA Contact Multichannel Contact Center Services.

Was contract GS00A09AAC0080 competed?

The extent of competition for GS00A09AAC0080 was full and open competition. The government received 12 offers.

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