GSA Short-Term Rental (STR) Call Center Support Services

The General Services Administration Federal Acquisition Service is seeking call center support services for its Short-Term Vehicle Rental (STR) Program through a competitive 8(a) set-aside acquisition. The procurement requires comprehensive call center operations including telephone support, email responses, and electronic chat communications to serve federal STR customers and vendors. Key contract requirements include staffing 16 full-time employees (FTEs) annually consisting of one Customer Service Team Lead, five Customer Service Representatives I, five CSR II, and five CSR III personnel, with demonstrated proficiency in Microsoft Office, Google Suite, and federal systems such as FPDS-NG and WebSTR. The evaluation will prioritize non-price factors significantly over price, with assessment based on technical compliance with Performance Work Statement specifications, management approach and transition planning, staffing and manpower capabilities, and past performance on similar projects. Responses to this Request for Information must be submitted to Contracting Officer Mark Brown at mark.f.brown@gsa.gov by April 7, 2026 at 3:00 PM Eastern, with responses limited to ten pages and should include capabilities documentation, SBA 8(a) certification, company overview, and relevant past performance examples.

This acquisition is designated as a total 8(a) set-aside, limiting competition to SBA 8(a) certified small businesses that must maintain valid and active SAM registration to be eligible for award. The contract structure will be a Firm Fixed Price Level of Effort arrangement comprising a base year plus four optional years, with consistent staffing levels of 16 FTEs totaling 32,000 labor hours annually throughout the contract period. Performance metrics establish stringent quality standards with 100% Acceptable Quality Levels for telephone and chat operations, same-day email responses for inquiries received before 4:00 PM Central Time, and 98% AQLs for data input and reporting deliverables. The primary place of performance is located in Chicago, Illinois at 230 South Dearborn Street, Suite 3800, with required support coverage from 6:30 AM to 6:00 PM Central Time on business days excluding federal holidays. No incumbent contractor information or specific budget values are disclosed in the pre-solicitation materials, though the government anticipates this solicitation will proceed to a competitive RFQ under FAR Parts 12 and 15.