LSJ - NMC ContactCenterFollowOn_Redacted.pdf

This Limited-Sources Justification document is for the U.S. Coast Guard (USCG) National Maritime Center (NMC) Contact Center support services. Insight Technology Solutions, LLC will provide a one-year Task Order with two six-month options, valued at a firm-fixed price. The contract will support the NMC's mission of issuing Merchant Mariner Credentials, providing customer service, answering mariner inquiries, and managing contact center operations located in Martinsburg, WV.

The USCG is transitioning to a new phone/contact system, which necessitates continuing services with the incumbent contractor to maintain uninterrupted support. The current Task Order expires on 11/30/2025, and the government plans to conduct a competitive solicitation for a new contract by April-May 2027. The justification highlights the critical nature of the Contact Center in processing maritime credentials, responding to mariner communications, and supporting international maritime conventions, making it essential to maintain continuous, specialized support during the system transition period.