Call Center Services for After-Hours Support
Closed Solicitation Posted
- 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
-
- Kenneth G. Mamba mambkg@state.gov +496975353308
- Patticha Gruenbeck gruenbeckp@state.gov +49697535345
Notice details come from SAM.gov. Updated .
About this opportunity
The U.S. Department of State Office of Acquisition Management is seeking a call center services contractor to provide after-hours support for the U.S. Embassy London and its constituent posts in the United Kingdom. The solicitation (No. 19GE5025R0033) will result in a firm fixed-price Indefinite-Delivery Indefinite-Quantity (IDIQ) contract for handling approximately 1,300 after-hours calls per month. Contractors must provide English-fluent operators with a minimum of one year of customer service experience, capable of screening and routing calls, with true emergencies escalated to duty officers. Proposal submissions are due by March 24, 2025, at 15:00 Central European Time, with questions accepted until March 6, 2025. The evaluation will likely focus on operator qualifications, service capabilities, and ability to meet the specified call screening and reporting requirements.
The contract has no specific set-aside designation and will cover services from September 22, 2025, to September 21, 2030, including a base year and four optional one-year extension periods. The total contract value is not to exceed $500,000 for the entire contract lifetime, with a minimum contract value of $500. Services will be performed in London, UK, with call center operations required Monday to Friday from 17:30 to 08:30, and 24 hours on weekends and holidays. Contractors must provide a UK phone number for call transfers and demonstrate proof of necessary business licenses and permits. The call center will handle emergency and routine calls related to U.S. citizen services, including lost passports, visa inquiries, medical emergencies, and other critical situations. Operators must maintain a high level of professionalism and follow specific guidelines for call management and escalation.
Notice text
2 versions
Update #2 · Latest ·
The proposal shall be submitted as a pdf document emailed to GruenbeckP@state.gov and copy to FrankfurtRPSO@state.gov as soon as possible but not later than Thursday, April 3, 2025, by 15:00 hours Central European Summer Time (CEST). The email subject line must read “Proposal 19GE5025R0033”. The email size shall not exceed 45MB.
No proposal will be accepted after the specified time.
Update #1 ·
Questions shall be submitted as soon as possible but not later than Thursday, March 6, 2025, by 15:00 hours Central European Time (CET). Any questions you may have concerning the solicitation document should be submitted in writing via email to Patticha Gruenbeck: GruenbeckP@state.gov and copy to FrankfurtRPSO@state.gov so that a response can be provided prior to the solicitation closing date. The email subject line must read “Questions 19GE5025R0033”, and attachments shall not exceed 45MB.
The proposal shall be submitted as a pdf document emailed to GruenbeckP@state.gov and copy to FrankfurtRPSO@state.gov as soon as possible but not later than Monday, March 24, 2025, by 15:00 hours Central European Time (CET). The email subject line must read “Proposal 19GE5025R0033”. The email size shall not exceed 45MB.
No proposal will be accepted after the specified time.
Attachments
| File | Type | Posted |
|---|---|---|
| 19GE5025R0033-0001.pdf | ||
| Solicitation Letter 19GE5025R0033.pdf | ||
| 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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