USA Contact Multichannel Contact Center Services

GSA's Office of Citizen Services and Innovative Technologies established the USA Contact Multichannel Contact Center Services Master GWAC on March 11, 2008, to provide automated and customer support services across telephone, email, internet, facsimile, postal mail, and other channels responding to inquiries about federal programs, policies, and agencies from the public, Congressional offices, and media. Ordering closed on August 10, 2018, and no new task orders may be placed against the vehicle.

The vehicle is no longer active for pursuit. The last task order awarded on April 30, 2018, nearly eight years ago, and the ordering period expired more than seven years prior to the current date. All 32 task orders issued under the GWAC have completed or are in closeout status, with the most recent completion dates ranging from 2013 to 2025.

The vehicle contracted multichannel call center operations across a broad federal customer base. Department of Homeland Security U.S. Citizenship and Immigration Services dominated customer activity, placing five orders valued at $766.1 million combined potential. Consumer Financial Protection Bureau (three orders, $192.4 million), Pension Benefit Guaranty Corporation (two orders, $46.4 million), and the Office of Personnel Management (two orders, $11.3 million) followed. Task orders funded 18 distinct agencies overall. Work included USCIS immigration inquiry support, CFPB consumer resource centers, Homeland Security disaster response (Hurricane Harvey and Sandy surge capacity with 1,500 temporary agents), federal student loan servicing, EPA publication support, OPM retirement and benefits overflow, and HUD mortgage consumer assistance.

Competition concentrated among four primes holding 91 percent of combined potential value. Peraton Enterprise Solutions LLC led with six orders totaling $532.3 million, followed by CSRA LLC with four orders at $521.4 million, Maximus Federal Services with six orders at $298.2 million, and Leidos with three orders at $106.2 million. Concentrix CVG Corporation, Active Network LLC, and a smaller tail of additional firms rounded out the 12-prime awardee base. No task orders carried small-business set-asides; all 32 orders were unrestricted.

The vehicle obligated $1.08 billion of its $1.7 billion combined potential value (63 percent). Task orders typically ranged from roughly $5 million to $70 million in ceiling value, with firm-fixed-price and labor-hour pricing used across the portfolio. The vehicle supported federal customer engagement on a nationwide basis, with place of performance distributed across multiple contractor facilities in the continental United States.

Provide a wide range of automated and customer support services, using multiple communication channels, to respond to inquiries about Federal government programs, policies, information sources, and agencies from the general public, Congressional offices, business and professional communities, academia, government offices, and electronic and print media, using multiple communication channels that include telephone, e-mail, the internet, facsimile, postal mail and other media as appropriate.