The services contemplated under this nexgen BPO indefinite delivery indefinite quantity (IDIQ) contract includes contact center support and back-office processing.

Active Awarded Last action

Contract number
91003120D0002
Awardee
Awarding agency
Task orders
4 $66,692,970 obligated

Award facts

Opportunity
Combined order value
  • $82,643,176 Current, with exercised options
  • $116,128,236 Potential, with all options
Last date to order 97% complete
IDV ceiling 4% used
$1,700,000,000.00
Award type
Multiple award
Who can order
Only the awarding agency
Contracting staff
Set-aside
No set-aside
Competition
Full and Open Competition · 12 offers Negotiated Proposal / Quote
Pricing
Firm Fixed Price
Legislative mandates

Award details come from SAM.gov/FPDS.

About this IDV

Written by GovTribe AI ·

The U.S. Department of Education's Office of Federal Student Aid awarded a multiple-award IDIQ to Missouri Higher Education Loan Authority (Mohela) on June 23, 2020, with a ceiling of $1.7 billion for NextGen Business Process Operations (BPO) contact center support and back-office processing across the federal student loan lifecycle. The contract carries no set-aside designation and has an ultimate completion date of December 22, 2026.

Work is performed at Mohela's facility in Wildwood, Missouri. The originating solicitation (91003119R0009) sought contact center support, back-office processing, and operations across application, origination, servicing, and default management functions, with evaluation on technical approach, management approach, and past performance. The Department intended multiple awards to contractors meeting monthly performance metrics for customer satisfaction, accuracy, and timeliness. NAICS code 541611 and PSC code R799 apply.

The contract's period of performance spans a six-year base plus options. Four task orders have been issued under this IDIQ: a $1.5 million implementation task order (Task Order 0001) awarded November 13, 2020 with completion November 12, 2021; a $19.6 million ramp-up task order (Task Order 0002) for non-servicing functional areas awarded November 5, 2021 with completion May 4, 2023; a $26.5 million steady-state task order awarded May 5, 2023 with completion November 4, 2024; and a $77.9 million steady-state task order (Task Order 2) awarded November 1, 2024 with completion October 31, 2026. All task orders use firm fixed-price pricing with no set-aside designation and are performed in Wildwood, Missouri.

Task orders

Task order Ordering agency Obligated Awarded
Steady-state task order 2 awarded against mohela's next GEN (NG) business process operations (BPO) IDIQ contract for… 91003125F0301 Office of Federal Student Aid $19,093,133
The purpose of this requirement is to issue identical steady-state task orders for non-servicing contact center support… 91003123F0314 Office of Federal Student Aid $26,493,325
The purpose of this requirement (task order 0002) is to issue identical ramp-up task orders to all BPO providers. The… 91003122F0302 Office of Federal Student Aid $19,606,512
The purpose of task order 0001 is to provide identical funding to all five (5) BPO task order contractors for BPO… 91003121F0302 Office of Federal Student Aid $1,500,000

Transactions

Action Obligated Date
Other Administrative Action P00026 · BPO, to exercise the extension of services and add far 52.222-90. $0
Supplemental Agreement for work within scope P00025 · To remove section i-78 52.222-55 minimum wages for contractor workers under executive order 14026. $0
Supplemental Agreement for work within scope P00024 · To decrease the per task price for inbound calls and chats $0
Supplemental Agreement for work within scope P00023 · 91003120D0002 $0
Supplemental Agreement for work within scope P00022 · The purpose of modification P00022 is to delete the "common pricing table" in "section 2.0 common pricing" in its entirety and replace IT with an updated… $0
Supplemental Agreement for work within scope P00021 · The purpose of this modification is to add and incorporate wage determinations into the IDIQ retroactively to the initial award date of the IDIQ contract. $0
Supplemental Agreement for work within scope P00020 · To add section i-78 52.222-55 minimum wages for contractor workers under executive order 14026 (JAN 2022) to the IDIQ contract in its entirety. $0
Supplemental Agreement for work within scope P00019 · The purpose of this modification to revise a price billing code, revise the small business subcontracting goals, document the applicability of EO 14026 and… $0
Other Administrative Action P00018 · Update FSA local clauses $0
Exercise an Option P00017 · The purpose of this modification is to exercise the optional ordering period for the BPO IDIQ contract. As a result, the period of performance will be… $0
Other Administrative Action P00016 · The purpose of this administrative modification is to modify section 4.2.4 performance management to reflect the new BPO performance management framework and… $0
Other Administrative Action P00015 · The purpose of this administrative modification is to remove the deliverable for hard tokens under deliverable 10 security documentation post ATO, in table 6… $0
Supplemental Agreement for work within scope P00014 · The purpose of this administrative modification is to delete and replace the common pricing tables, update the hours of operation for the contact center,… $0
Other Administrative Action P00013 · The purpose of this modification is to incorporate department of education acquisition regulation -edar- clause 3452.232-72 - limitation of government's… $0
Other Administrative Action P00012 · The purpose of this modification is to provide updated common pricing tables that are reflective of changes made in accordance with IDIQ clause h.7… $0
Other Administrative Action P00011 · The purpose of this modification is to update the deliverable table and provide a revised deliverable table to all BPO vendors. $0
Other Administrative Action P00010 · The purpose of this modification is to incorporate CR 6158 requirements - BPO post-migration hours of operation - and to document the 300 two factor… $0
Supplemental Agreement for work within scope P00009 · The purpose of this modification is to make the following changes: delete and replace the common pricing tables, update the task description tables, modify… $0
Other Administrative Action P00008 · The purpose of this modification is to revise section 2.1, 4.2.2, 4.2.4, update the non-servicing performance metrics/slas, revise deliverable no. 10, and… $0
Other Administrative Action P00007 · The purpose of this administrative modification is to add an additional COR and identify the roles of all cors (e.g. primary COR and alternate COR). $0
Other Administrative Action P00006 · The purpose of this modification is to clarify certain IDIQ deliverables and update the deliverable table. $0
Other Administrative Action P00005 · The purpose of this modification is to remove deliverables, update the deliverable table, and add an alternate contracting officer's representative (acor). $0
Other Administrative Action P00004 $0
Other Administrative Action P00003 · The purpose of this administrative modification is to revise the due dates for deliverable no. 3, 4 and 9. $0
Other Administrative Action P00002 · The purpose of this modification is to (1) provide a revised deliverable table and (2) update the COR information. $0
Original award $0
Show all 26

Quick answers

Who was awarded contract 91003120D0002?

91003120D0002 was awarded to Missouri Higher Education Loan Authority by Office of Federal Student Aid (Department of Education) on June 23, 2020.

How much is contract 91003120D0002 worth?

Orders under 91003120D0002 have obligated $66,692,970. Their combined current value, with exercised options, is $82,643,176. Their combined potential value, with all options, is $116,128,236. 91003120D0002's own ceiling is $1,700,000,000.

How many orders have been placed under contract 91003120D0002?

4 orders have been placed under 91003120D0002, the latest on November 1, 2024.

Who can order from contract 91003120D0002?

91003120D0002 is a multiple award indefinite delivery contract. Only the awarding agency can place orders on it.

Is contract 91003120D0002 part of a contract vehicle?

Yes. 91003120D0002 is part of NextGen Enhanced Processing Solution.

Was contract 91003120D0002 competed?

The extent of competition for 91003120D0002 was full and open competition. The government received 12 offers.

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