LSJ Turnkey Requirement.pdf

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Limited-Sources Justification (LSJ) Federal Emergency Management Agency (FEMA)

Turnkey Contact Center August 10, 2020

This acquisition is conducted under the authority of the Multiple-Award Schedule Program, 41 U.S.C. 152(3), Competitive Procedures, and 40 U.S.C. 501, Services for Executive Agencies.

1. Agency and Contracting Activity. Identification of the agency, contracting activity, and specific identification of the document as a “Limited-Sources Justification.”

The Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), Office of Chief Procurement Operations (OCPO), Acquisition Operations Division, proposes to enter into a contract on a basis other than full and open competition.

2. Nature and/or description of the action being approved. Describe the action being approved and include the name and address of the proposed contractor.

(a) Type of action: New task order under the GSA ACCS schedule. Contract type is Labor Hour.

(b) Amount: $7,800,000.00

(c) Type of Funding: Office of Management and Budget Funds

(d) Year of funding: FY2020

(e) Other Information:

This task order request will be limiting competition to five (5) GSA ACCS schedule vendors that participated in an onsite market research industry day and vendor presentations meetings in April and November 2019. The vendor industry day and vendor presentations were hosted by GSA and FEMA TXNPSC staff facilitated.

Name and address of the participating contractors: four large and one small business

1. ATT

POC: Carol Brown Address: 3033 CHAIN BRIDGE RD

OAKTON, VA 22185-1000

Phone: 571-354-4096 E-Mail: cb5124@att.com

2. Accenture POC: Tania Koles Address: 800 NORTH GLEBE RD #300

ARLINGTON, VA 22203-1807

Phone: 571-414-4033 E-Mail: GSASchedules@accenturefederal.com

3. Maximus POC: Teresa Allen Address: 3120 FAIRVIEW PARK DR STE 400

FALLS CHURCH, VA 22042-4570

http://uscode.house.gov/ mailto:cb5124@att.com mailto:GSASchedules@accenturefederal.com

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Phone: 301-213-2474 E-Mail: TeresaHAllen@maximus.com

4. Senture POC: Michael Bryant Address: 460 INDUSTRIAL BLVD

LONDON, KY 40741-7285

Phone: 606-877-6670 E-Mail: chubbard@senture.com

5. GDIT (CSRA is listed) POC: Irina Safarcheva

Address: 3170 FAIRVIEW PARK DR

FALLS CHURCH, VA 22042-4516

Phone: 703-995-3733 E-Mail: Irina.Safarcheva@gdit.com

The NAICS code is 561320 for temporary help services and PSC code is R702 for data collection.

Solicitation number: 70FBTX20Q00000007

3. Description of Services. Describe the supplies or services to be acquired. Provide the estimated total value including options.

A fully managed scalable turnkey and remote contact center workforce solution with Spanish/English bilingual agents. The government requires the contractor to be prepared to handle up to 12,600 production hours per week by Temporary Call Agents to augment FEMA’s three Recovery Service Centers located in Texas, Maryland, and Virginia, in direct support of calls related to COVID-19, Hurricanes Hanna & Isaias, and other storms during the peak of hurricane season.

The Delivery Order will be for a Base Period of 30 days with one Option Period of 30 days for a total value of $7,800,000.00.

4. Authority and supporting rationale.

8.405-6(a)(1)(A) An urgent and compelling need exists and following the procedures in FAR part 8.405-2 would result in unacceptable delays.

This is a Justification & Approval (J&A) in accordance with, FAR 8.405-6(a)(l)(A), Limiting Sources ("[a]n urgent and compelling need exists"), to facilitate the recovery efforts necessary to provide, in direct support of calls related to COVID-19, Hurricanes Hanna & Isaias, and other potentially imminent disasters. The program office notified Contract Management on Tuesday, August 4, 2020, of the immediate and urgent need to acquire an external Turnkey Call Center immediately since FEMA is expecting presidential declarations for two Hurricanes the week of Aug 10 with the potential of turning away hundreds of disaster survivor calls per day.

FEMA has a unique requirement that involves unknowns that contractor deem a risk. Many contractors cannot immediately surge or scale to the staffing numbers required to support disaster call volume.

FEMAs mission is to support our citizens and first responders to ensure that as a nation we work together to build, sustain, and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards. Upon a declaration for Hurricanes Hanna & Isaias FEMA will exhaust its human resources and facility capabilities. This has necessitated the need to acquire Turnkey call center support with 200 private sector temporary employees to serve as call agents to augment the three mailto:TeresaHAllen@maximus.com mailto:chubbard@senture.com mailto:Irina.Safarcheva@gdit.com

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Recovery Service Centers located in Texas, Maryland, and Virginia.

FEMA is restricting the RFQ to the five schedule holders because there is an urgent and compelling need for these services and soliciting the entire GSA ACCS schedule would lead to unacceptable delays. FEMA intends to award a contract by Aug 14, 2020 to meet this urgent need and ensure continuity of operations and coverage of survivor calls. These five vendors are familiar with FEMA’s unique requirement through their engagement in the market research industry day and vendor presentation meetings from April and November 2019 and are expected to provide sufficient competition to meet the immediate needs of FEMA.

5. Determination by the ordering activity contracting officer that the anticipated order represents the best value consistent with FAR 8.404(d).

The GSA Automated Contact Center Solutions (ACCS) SIN is in scope of FEMA’s Turnkey contact center requirement. GSA ACCS has pre-approved labor categories and hourly rates, and other direct costs, required to support contact center services, which have already been determined by GSA to be fair and reasonable to the government. GSA ACCS SIN has pre-vetted contact center providers that provide automated solutions, technology and infrastructure, and all labor required to support a contact center. Competing this requirement among five vendors under GSA ACCS that have a full understanding of the requirement and surge responsibilities will lead to the best value for the government considering the urgency. The Government will be able to secure best value pricing for the turnkey contact center services requirement. Furthermore, vendors may offer additional discounts on their GSA published hourly rates.

6. A description of the market research conducted among schedule holders and the results, or a statement of the reason market research was not conducted.

Market Research was completed in December 2019 and included researching the DHS strategic sourcing vehicles, GSA schedules, hosting an Industry Day, conducting onsite vendor presentation meetings with viable vendors, internet research, discussions with government officials, and review of the previous acquisition history. DHS Strategic Sourcing Vehicles were determined not to be in scope.

The contact center industry is competitive with large companies and small businesses. Both market research and the existing GSA contracts revealed there are large businesses available and capable of meeting FEMA requirements. The GSA ACCS SIN currently has 32 vendors; 15 small business and 17 other than small businesses. Due to the forecasted heavy burden on the National Processing Service Center (NPSC) related to COVID-19 and the 2020 Hurricane Season, an augmentation Turnkey contract must be awarded quickly to ensure availability to individuals and businesses in direct support of disaster activity. This procurement will leverage a Contractor off GSA ACCS SIN, to meet the government’s requirements, mitigate the risk of unanswered calls, ensure continuity of operations and ensure coverage of call volume associated with disaster activity.

7. Any other facts supporting the limited-sources justification. Additional facts may be stated in this section. If there are no additional facts, you must state that here.

Due to the urgent and compelling nature, this task order will be off the GSA ACCS schedule to vendors that participated in the April & November 2019 onsite market search industry days & vendor presentations meetings. With the competition with the five GSA Contract holders available on the schedule the Government will be able to secure best value pricing for the turnkey contact center services requirement.

8. A statement of actions, if any, the agency may take to remove or overcome any barriers that led to restricted consideration (i.e., limited sources) before any subsequent acquisition for the supplies or services is made. Include a statement of actions taken or that will be taken to

Page - 4 -of - 5 increase competition for future acquisitions of the same item/service (e.g., the government intends to revise overly restrictive technical specifications, acquire data rights, or pursue some other means to increase future competition).

FEMA is in process of procuring multiple BPA’s against the GSA ACCS Schedule for Turnkey Contact Center services. This is a large procurement that will be solicited with all GSA ACCS contract holders and is not projected to be awarded until September 2020. Due to COVID-19 and Hurricane Hanna and Isaias disasters a Turnkey contact center is required immediately to mitigate the staffing gap to support COVID-19, Hurricane Hanna and Isaias recovery.

9. DHS intends to post this requirement on beta.SAM.gov pursuant to FAR 8.405-6(a) (2)(i).

The RFQ will be sent directly to the five vendors on the GSA ACCS SIN that participated in the FEMA industry day meetings in 2019. The Limited Sources Justification will be posted to beta.SAM.gov with 14 days after this Turnkey call center Delivery Order is awarded pursuant to FAR 8.405-6(a)(2)(i).

10. Technical/Requirements Personnel Certification.

Pursuant to FAR 8.405-6(c)(2)(x), I certify that this requirement meets the Government’s minimum need and that the supporting data, which form a basis for the Limited-Sources Justification, are accurate and complete.

Date

Rhonda McDonald Technical Representative/COR

11. Contracting Officer Certification

Pursuant to FAR 8.405-6(c)(2)(ix), I certify that the Limited-Sources Justification is accurate and complete to the best of my knowledge and belief:

Kimberly Coakley Date Contracting Officer

12. Approval.

Tyuana Bailey Date Component Competition Advocate Over $700,000 but not exceeding $13.5 million

August 12, 2020