Business Process Operations (BPO) Customer Contact Center Services
Closed Pre-Solicitation Posted
- Solicitation number
- BPO_RFI_9242025
- Agency
-
Contracts and Acquisition Management
Department of Education
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 522320 Financial Transactions Processing, Reserve, and Clearinghouse Activities
- PSC
- R699 Support- Administrative: Other
- Place of performance
- United States
Notice details come from SAM.gov. Updated .
About this opportunity
The U.S. Department of Education's Office of Federal Student Aid (FSA) has issued a Request for Information to gather industry input on Business Process Operations Customer Contact Center Services, including contact center operations and back-office processing support. FSA manages a $1.6 trillion student loan portfolio serving over 45 million students and delivered $114.9 billion in financial aid to 10.025 million students in Fiscal Year 2024. The agency is exploring four potential service delivery options: Contact Center Operations, Back-Office Processing, Combined Services, and Fulfillment Services, with particular interest in leveraging existing technologies, improving customer experience, and incorporating emerging technologies like artificial intelligence. Key requirements include multi-channel support for calls, email, and chat, multilingual capabilities, hybrid workforce models with at least 50% on-site agents, and integration with FSA-provided technologies including Salesforce CRM, AWS telephony, Calabrio workforce management, and Tableau analytics. Responses to this planning-only RFI are due by 4:00 PM EDT on October 24, 2025, with a strict 35-page limit in Adobe PDF format submitted via email to designated contracting officers.
This opportunity does not utilize any set-aside designations and currently has four incumbent vendors: EdFinancial Services, F.H. Cann & Associates, Maximus Federal Services, and MOHELA. FSA anticipates issuing a multiple-award contract structure with a two-year base period and three 12-month option periods using a common Firm Fixed Price per-task pricing model. The contact center operations handle significant volumes, with over 3.8 million inbound calls representing 52% of total interactions, over one million chat sessions, and nearly one million specialty program inbound calls annually. The agency has indicated potential small business subcontracting goals will be included in the future solicitation. Current operations include Spanish language support accounting for approximately 3% of inbound calls and various specialized services such as Public Service Loan Forgiveness application reviews, Borrower Defense application processing, and Total and Permanent Disability application reviews.
Notice text
This Request for Information (RFI) is for planning purposes only and for the U.S. Department of Education (ED), Office of Federal Student Aid (FSA) to determine available technology, sources or providers, and those providers’ capability and interest to deliver Customer Contact Center Services to include Contact Center Operations and/or Back-Office Processing Support as described herein.
This RFI is issued in accordance with FAR 15.201(e). This RFI does not constitute a solicitation, and it is not an indication the Government will contract for any of the items and services discussed in this notice. However, the Government will use information furnished in response to this RFI to inform and support planning and development of any potential solicitation and contract.
Submission of a response to this RFI is entirely voluntary. The voluntary submission of answers to this RFI does not obligate FSA to pay or entitle the submitter of information to claim any direct or indirect costs, charges, or other compensation.
Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. Any information considered proprietary should be noted via appropriate markings. Classified information and concepts shall not be submitted in response to this RFI.
There is a 35-page limit for this RFI response. The Government will not review any information or attachments included exceeding the 35-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic or non-specific capability statements will not be reviewed.
Respondents must conform to this RFI’s stated submission guidelines and specifications; however, FSA welcomes responses limited in scope to topics/areas in which a vendor holds expertise or experience. Overall, responses should be comprehensive enough such that FSA can ascertain the vendor’s capability to deliver the services or capabilities described herein.
Files
| File | Type | Posted |
|---|---|---|
| BPO RFI_Final Revised_10152025 .pdf | ||
| Volumes for Question No.18.pdf | ||
| BPO RFI QA.xlsx | XLSX spreadsheet | |
| BPO RFI_Final_09232025.pdf |
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