Digital Customer Care

The Department of Education Contracts and Acquisition Management has published a Special Notice for a Digital Customer Care contract (91003119F0003) that was originally awarded through a Government-Wide Acquisition Contract (GWAC) Multiple Award Contract (MAC). The notice pertains to a comprehensive digital service initiative designed to enhance customer engagement for the Federal Student Aid (FSA) program. The contract encompasses a range of digital services including design services, digital platforms like StudentAid.gov and the myStudentAid mobile app, customer care platforms, marketing and communications tools, and the Aidan Virtual Assistant. This contract aims to improve interaction and support for students, parents, and educational loan borrowers by creating more accessible and user-friendly technological solutions.

The Special Notice outlines a contract opportunity that will deliver digital customer care services with a focus on creating seamless technological interfaces for FSA stakeholders. The solicitation is unrestricted, meaning all responsible contractors can submit proposals, with the contract duration set for one base year and four potential one-year extensions. The estimated contract value ranges between $50-100 million, covering extensive digital customer engagement platforms and support services. Key components include the development and management of multi-channel contact centers that can handle inquiries through website forms, email, live chat, and toll-free phone numbers. The opportunity also includes Partner Participation and Oversight (PPO) through the Partner Connect platform, which suggests a collaborative approach to service delivery. Contractors interested in this opportunity should carefully review the full solicitation details, with proposals due by December 30, 2025, offering a substantial window for potential bidders to prepare comprehensive responses.