Call Center Services for After-Hours Support
Closed Pre-Solicitation Posted
A newer solicitation was posted. See the latest solicitation from .
- Solicitation number
- 19GE5025R0033
- Agency
- Office of Acquisition Management Department of State
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- London United Kingdom
- Points of contact
-
- Patticha Gruenbeck gruenbeckp@state.gov +49697535345
- Kenneth G. Mamba mambkg@state.gov +496975353308
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of State Office of Acquisition Management is seeking a contractor to provide after-hours call center services for the U.S. Embassy London and Constituent Posts in the United Kingdom. The procurement will be a firm-fixed price Indefinite Delivery/Indefinite Quantity (IDIQ) contract, with requirements for professional, English-speaking telephone operators who will serve as the first point of contact during after-hours periods. Contractors must provide trained personnel and necessary resources, with a strict prohibition on automated calling systems. The solicitation is subject to World Trade Organization Government Procurement Agreement (WTO GPA) and Free Trade Agreements, and will be issued on SAM.gov in February 2025 under solicitation number 19GE5025R0033. Potential bidders must be registered in SAM.gov with an active status and obtain necessary authorizations to operate in the performance location.
The contract will have a one-year base period with four additional one-year option periods, commencing on September 22, 2025. No specific set-aside designations are currently associated with the opportunity, and the NAICS code 561422 for Telemarketing Bureaus and Other Contact Centers has been assigned. The contract will be performed through a competitive procurement process, with the full solicitation package anticipated to be released in February 2025. While no specific award value or budget range is explicitly stated, the requirement covers call center personnel and associated resources for after-hours support across multiple locations in the United Kingdom. Contractors will need to demonstrate capabilities in professional customer service, telephone operations, and ability to meet the Department of State's operational requirements for after-hours communication support.
Notice text
The solicitation may result in award of a firm-fixed price Indefinite Delivery/Indefinite Quantity contract in the third quarter of year 2025. It is anticipated that the contract will be of a base period of one (1) year with four (4) option years.
This acquisition is subject to the World Trade Organization Government Procurement Agreement (WTO GPA) and Free Trade Agreements (FTA).
The scope of work requires the successful contractor to provide personnel, equipment, and all necessary resources for provision of after-hour call center services. The contractor shall provide trained telephone operators as the first point of contact for after-hours calls. Operators shall be professional, courteous, and proficient in English, with experience in telephone operations or customer service. Only manned calling systems are allowed; automated systems are prohibited.
The contract covers a one-year base period starting from the issuance of the Notice to Proceed, with four (4) one-year option periods. The performance period is set to commence on September 22, 2025.
The solicitation package is anticipated to be issued in February 2025 on SAM.gov with solicitation number 19GE5025R0033.
Attachments
| File | Type | Posted |
|---|---|---|
| Presolicitation Notice 19GE5025R0033.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Call Center Services for After-Hours Support | Solicitation | |
| Call Center Services for After-Hours Support | Pre-Solicitation |
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