Blanket Purchase Agreement GS35F151GA-70FBTX21A00000004

The Federal Emergency Management Agency (FEMA) has awarded a Blanket Purchase Agreement (BPA) to Ttec Government Solutions LLC, doing business as Teletech Government Solutions LLC, to provide turnkey call center support and temporary call agents for disaster response efforts. The $228 million BPA, which is not set aside for any specific small business program, will allow FEMA to establish scalable, on-demand contact center capabilities to handle up to 147,000 production hours per week in the event of a disaster.

Under this BPA, FEMA has issued multiple task orders to Ttec, valued at over $5 million, to establish call center operations and provide program management oversight services. Ttec, a global customer experience technology and services company, has subcontracted with Katmai Integrated Solutions, LLC, an Alaskan Native Corporation, and Viateq Corporation, a minority-owned small disadvantaged business, to support the contact center agent staffing requirements. The BPA call orders are being performed in Greenwood Village, Colorado, with completion dates ranging from July 2023 to October 2024.