HUD REAC/TAC Call Center

The Department of Housing and Urban Development (HUD) seeks to procure contractor support services to operate a multi-channel contact center for the Real Estate Assessment Center Technical Assistance Center (REAC-TAC). Required services include processing approximately 125,000 to 150,000 annual service requests, managing knowledge base articles and candidates, supporting customer relationship management and automated call distribution systems, and creating performance reports. Offerors must demonstrate experience providing similar services and meet certifications for Salesforce administrator, platform app builder, and service cloud consultant. The solicitation will be evaluated based on technical qualifications, past performance, and price. Proposals are due by June 18, 2020.

This requirement has been set aside for competitive 8(a) small businesses. The predominate NAICS code is 541511 and PSC code D302. Approximately 22 contractors currently support these functions. The period of performance is one base year starting September 1, 2020, with four optional one-year periods exercisable at the government's discretion. Services shall be performed at HUD facilities in Washington, D.C. Pricing shall be fixed price by contract line item number.