47QPCA26F0014_gXCC_Logical_FollowOn__Redacted_Limited_Sources_Justification_2026_3_11.pdf

CUI

Source Selection Information-See FAR 2.101 and 3.104.

Limited Sources Justification General Services Administration

Acquisition Regulation (GSAR) 538.7104-3

Government Contact Center Services Logical Follow-On

In accordance with (IAW) GSAR 538.7104-3 Document Format IAW GSAR 538.7104-3(b)(1)(iii) For a Federal Supply Schedule order with an estimated value exceeding the simplified acquisition threshold.

(i) Identification of the Agency and Contracting Activity U.S. General Services Administration (GSA) Federal Acquisition Service (FAS) Technology Transformation Services (TTS) 1800 F Street NW, Room 4400 Washington, DC 20405

(ii) Nature and/or Description of the Action Being Approved Pursuant to GSAR 538.7104-3(b)(1)(iii), TTS is seeking approval for a logical follow-on, requiring a Limited Sources Justification.

(iii) Description of the Supplies/Services Required (including estimated value) Approval of this limited sources justification is being requested to award a logical follow-on task order off of the GSA Schedule for continued contact center support services. The period of performance will be one 4-month base period with two 1-month optional periods and is estimated at

(iv) Authority and Supporting Rationale In accordance with GSAR 538.7104-3(b)(1)(iii), in the interest of economy and efficiency, the new work is a logical follow-on to an original GSA Schedule order. As detailed below, the current call order was not issued under sole source or limited sources procedures. The call order was awarded competitively.

The current task order (47QFDA20F0099) was solicited and awarded competitively to Senture LLC under their previous GSA MAS contract (GS35F0623R). Senture

Senture LLC has since been awarded a new GSA MAS contract, 47QTCA25D002X.

The current order (47QFDA20F0099) is in its FAR 52.217-8 extension, expiring on 3/28/2026.

A competitively solicited Government Experience Contact Center (gXCC) Services BPA was awarded on February 2, 2026 and was intended to satisfy the gXCC requirement moving forward. However, the award was terminated 2/26/2026 to engage in corrective action following a post-award GAO protest. Because the gXCC BPA is not yet able to be awarded, this logical follow-on is required to continue necessary services pending resolution of corrective action and any subsequent protests of the gXCC Services BPA during the protest period. The logical follow-on contract will also be required to facilitate transition from the incumbent vendor to a new vendor in the event the gXCC BPA is awarded to a vendor other than the incumbent.

Award of this logical follow-on contract to the incumbent is in the best interest of the Government because only the current contractor can continue providing the required contact center services without an unacceptable interruption between the expiration of the existing contract and the award of a new competitively established BPA. The contact center performs mission-critical functions, serving as the primary interface for customers and stakeholders and ensuring continuity of operations, timely response to inquiries, and uninterrupted support of agency programs. A transition to any other contractor during the pendency of the protest would require significant ramp-up time, system access provisioning, workforce onboarding, and knowledge transfer, creating an unacceptable risk of service gaps, performance degradation, and operational disruption. Awarding this logical follow-interests, and maintains uninterrupted delivery of essential services while the competitive acquisition is resolved.

The logical follow-on task order will be awarded to Senture LLC via their GSA through December 2029 and includes Special Item Number (SIN) 54151S, which covers the work being performed under the current call order and the work to be performed under the logical follow-on.

(v) Contracting Officer Determination that the order represents the best value The Contracting Officer will determine whether the quote is fair and reasonable and represents the best value to the Government prior to awarding the logical follow-on task order.

IAW GSAR 538.7102-2(d)(2)),ordering activities may not make a fair and reasonable price determination for FSS products, services, or solutions at the order level or BPA level as FSS contract pricing has been determined fair and reasonable.GSA has already determined the rates for services offered at hourly rates to be fair and reasonable. Therefore, ordering activities are not required to make a separate determination of fair and reasonable pricing, except for a price evaluation as required by GSAR 538.7102-2(d)(2). By placing an order against a GSA Schedule contract using the procedures in GSAR 538.7102, the ordering activity will conclude that the order represents the best value. Although GSA has already negotiated fair and reasonable pricing at the Schedule level, the CO will seek additional discounts and anticipates negotiating with the contractor prior to awarding the task order.

(vi) Description of Market Research and the Results TTS has determined that Senture LLC is the only company that has the required term. Senture LLC has gained institutional knowledge of the contact center services support on the current call order. A four-month base period with 2 one-month optional periods for this logical follow-on is necessary because of the time required for the transition to the new vendor and to avoid a break in service. No other companies could on ramp quickly enough to deliver uninterrupted support to the contact centers prior to the current call order expiring in March 2026.

The Government Experience Contact Center (gXCC) Services BPA was awarded on February 2, 2026, but was terminated 2/26/2026 to engage in corrective action following a post-award protest. Because the gXCC BPA is not yet able to be awarded, this logical follow-on is required to continue necessary services pending resolution of corrective action and any subsequent protests of the gXCC Services BPA during the protest period. The logical follow-on contract will also be required to facilitate transition from the incumbent vendor to a new vendor in the event the gXCC BPA is awarded to a vendor other than the incumbent.

(vii) Any Other Supporting Facts

(viii) Actions taken to remove or overcome barriers to competition TTS awarded the Government Experience Contact Center (gXCC) Services BPA on February 2, 2026 however it was terminated on 2/26/2026 due to a post-award protest. Once the protest is concluded TTS will make a new award and intends to award multiple task orders to support the different agencies. .

Certifications

(ix) Contracting Officer certification In accordance with GSAR 538.7104-3, I certify that the justification is accurate and complete to the best of my knowledge and belief.