GSA Contact Center Support (GSACCs)

The GSA Federal Acquisition Service has published a Special Notice announcing its intention to award a non-competitive task order to Systems Integration Inc. (SII) for continued GSA Contact Center support services. This award will be made against GSA Multiple Award Schedule contract GS-35F-295DA and represents a logical follow-on to the previously awarded order 47QMCB21F0005. The contract will support GSA's Contact Center operations (GSACCs), which manage customer inquiries across 13 independent contact centers handling approximately 800,000 annual inbound and outbound calls. The service involves providing a cloud-based contact center solution supporting over 220 call center agents distributed across multiple geographic locations throughout the United States. The agency is proceeding with this non-competitive award in the interest of economy and efficiency, leveraging the incumbent contractor's existing knowledge and implementation experience.

The primary objective of this Special Notice is to provide transparency regarding GSA's intent to continue with the current contractor for contact center operations while avoiding the inefficiencies of a competitive re-procurement process. The contract will have a base period running from January 4, 2026 to January 3, 2027, with four additional one-year option periods that could extend the agreement through January 3, 2031, representing a total contract value of approximately $23.6 million. The solution must be a FedRAMP-authorized cloud platform providing comprehensive contact center infrastructure including live phone and chat support, advanced routing capabilities, call recording, quality management analytics, and integration with existing systems like Salesforce. No competitive bidding opportunity exists for this procurement as it is being awarded as a sole-source task order to maintain operational continuity. The technical requirements include 24/7 operational capabilities, system failover support, multi-factor authentication, and the potential for artificial intelligence integration to enhance service delivery and reduce operational costs.