Attachment 1 - Contact Volumes V2.pdf

This document is an attachment to a Request for Information (RFI) and Industry Day announcement for the FHA Resource Center, a contract opportunity from the Department of Housing and Urban Development (HUD).

The RFI seeks information from interested parties on their capability to provide a scalable, FedRAMP compliant, enterprise-wide, omnichannel contact center solution to support HUD's Federal Housing Administration (FHA) customer inquiries across channels such as phone, email, web, and chat. The annual estimated contact volume is 1.5 million phone calls, 0.3 million emails, and web contacts. HUD is conducting market research to identify potential vendors that have the capacity, resources, and technical capabilities to successfully manage and maintain this contact center requirement. Responses should include company information, size, socioeconomic status, relevant experience, and responses to a questionnaire. Based on the responses, HUD may set-aside the requirement for small businesses or use full and open competition. HUD plans to hold an Industry Day and conduct one-on-one sessions to discuss the requirement and vendor responses.