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
91003120D0005
Awardee
Awarding agency
Task orders
5 $74,720,140 obligated

Award facts

Opportunity
Combined order value
  • $97,717,761 Current, with exercised options
  • $134,426,017 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 Office of Federal Student Aid awarded a multiple-award indefinite-delivery contract to Maximus Federal Services, Inc., with a $1.7 billion ceiling and an award date of June 23, 2020. The contract's ultimate completion date is December 22, 2026.

The IDIQ procures contact center support and back-office processing services under the NextGen Business Process Operations program. The solicitation (91003119R0008), posted January 15, 2019, sought vendors to deliver contact center support, back-office processing, and operations across the full student loan lifecycle, including application, origination, servicing, and default management. Offerors were evaluated on technical approach, management approach, and past performance. The primary NAICS code is 541611; the PSC code is R799. The Department intended to make multiple awards, and selected contractors must meet monthly performance metrics for customer satisfaction, accuracy, and timeliness.

Place of performance is the contractor's location with full-time support for the Department required. Task orders issued under this IDIQ include a steady-state task order for non-servicing and specialty program contact center support and back-office processing with a $75.1 million ceiling (awarded November 1, 2024, performance through October 31, 2026, performed in West McLean, Virginia); a ramp-up task order for non-servicing functional areas with a $19.6 million ceiling (awarded November 5, 2021, completed May 4, 2023, performed in Falls Church, Virginia); imaging, image data capturing, printing, and fulfillment services with a $12.6 million ceiling (awarded September 30, 2021, performance through December 29, 2026, performed in West McLean, Virginia); and a $1.5 million BPO implementation task order (awarded November 13, 2020, completed November 12, 2021, performed in Falls Church, Virginia). Subcontractors on the imaging and fulfillment order include Omni Systems, Inc., Secured Assist LLC, Direct Connect Group LLC, and Senture LLC.

Task orders

Task order Ordering agency Obligated Awarded
Steady-state task order 2 awarded against the maximus next GEN (NG) business process operations (BPO) IDIQ contract for… 91003125F0303 Office of Federal Student Aid $11,917,123
The purpose of this requirement is to issue identical steady-state task orders for non-servicing contact center support… 91003123F0310 Office of Federal Student Aid $30,124,684
The purpose of this requirement (task order 0002) is to issue identical ramp-up task orders to all BPO providers. The… 91003122F0304 Office of Federal Student Aid $19,654,485
The purpose of this task order is to provide imaging/image data capturing (IDC), printing, and fulfillment capabilities… 91003121F0347 Office of Federal Student Aid $11,523,847
The purpose of task order 0001 is to provide identical funding to all five (5) BPO task order contractors for BPO… 91003121F0304 Office of Federal Student Aid $1,500,000

Transactions

Action Obligated Date
Other Administrative Action P00026 · 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 P00023 · 91003120D0005 $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 · 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 and direct the use of nbis starting 11/30/2023, in lieu of eqip for background investigations. $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 deliverables 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 sections 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 25

Subawards

Subcontractor Amount Awarded
Senture LLC THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE IMAGING/IMAGE DATA CAPTURING (IDC), PRINTING, AND FULFILLMENT CAPABILITIES IN SUPPORT OF THE NEXT GEN BPO… $162,423
Omni Systems, Inc. STEADY-STATE TASK ORDER 2 AWARDED AGAINST THE MAXIMUS NEXT GEN (NG) BUSINESS PROCESS OPERATIONS (BPO) IDIQ CONTRACT FOR NON-SERVICING AND SPECIALTY PROGRAMS… $116,313
Omni Systems, Inc. THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE IMAGING/IMAGE DATA CAPTURING (IDC), PRINTING, AND FULFILLMENT CAPABILITIES IN SUPPORT OF THE NEXT GEN BPO… $305,937
Secured Assist LLC THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE IMAGING/IMAGE DATA CAPTURING (IDC), PRINTING, AND FULFILLMENT CAPABILITIES IN SUPPORT OF THE NEXT GEN BPO… $55,440
Direct Connect Group (Dcg) LLC THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE IMAGING/IMAGE DATA CAPTURING (IDC), PRINTING, AND FULFILLMENT CAPABILITIES IN SUPPORT OF THE NEXT GEN BPO… $1,961,867
Senture LLC STEADY-STATE TASK ORDER 2 AWARDED AGAINST THE MAXIMUS NEXT GEN (NG) BUSINESS PROCESS OPERATIONS (BPO) IDIQ CONTRACT FOR NON-SERVICING AND SPECIALTY PROGRAMS… $3,272,612
Omni Systems, Inc. STEADY-STATE TASK ORDER 2 AWARDED AGAINST THE MAXIMUS NEXT GEN (NG) BUSINESS PROCESS OPERATIONS (BPO) IDIQ CONTRACT FOR NON-SERVICING AND SPECIALTY PROGRAMS… $494,787
Senture LLC THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE IMAGING/IMAGE DATA CAPTURING (IDC), PRINTING, AND FULFILLMENT CAPABILITIES IN SUPPORT OF THE NEXT GEN BPO… $732,688

Quick answers

Who was awarded contract 91003120D0005?

91003120D0005 was awarded to Maximus Federal Services, Inc. by Office of Federal Student Aid (Department of Education) on June 23, 2020.

How much is contract 91003120D0005 worth?

Orders under 91003120D0005 have obligated $74,720,140. Their combined current value, with exercised options, is $97,717,761. Their combined potential value, with all options, is $134,426,017. 91003120D0005's own ceiling is $1,700,000,000.

How many orders have been placed under contract 91003120D0005?

5 orders have been placed under 91003120D0005, the latest on November 1, 2024.

Who can order from contract 91003120D0005?

91003120D0005 is a multiple award indefinite delivery contract. Only the awarding agency can place orders on it.

Is contract 91003120D0005 part of a contract vehicle?

Yes. 91003120D0005 is part of NextGen Enhanced Processing Solution.

Was contract 91003120D0005 competed?

The extent of competition for 91003120D0005 was full and open competition. The government received 12 offers.

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