Market Survey: Customer Service Center (CSC) Support for the Federal Aviation Administration (FAA), Enterprise Service Center (ESC)
Closed Pre-Solicitation Posted
- Solicitation number
- 6973GH-26-R-TBD
- Agency
-
Franchise Acquisition Servies
Federal Aviation Administration, Department of Transportation
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 541519 Other Computer Related Services
- PSC
- R499 Support- Professional: Other
- Place of performance
- Oklahoma City, Oklahoma 73169, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Federal Aviation Administration (FAA) Enterprise Service Center (ESC) is conducting a market survey to solicit statements of interest and capability from contractors capable of providing Customer Service Center (CSC) support services at the Mike Monroney Aeronautical Center in Oklahoma City, Oklahoma. The ESC operates as a Federal Financial Shared Service Provider designated by the Office of Management and Budget to deliver integrated business services to federal government agencies on a fee-for-service basis. The procurement encompasses three primary service areas: Level 1 Customer Service Desk support (24x7x365 operations handling approximately 140,000 annual tickets for 135,000 end users), Desk Side Support and Implementation services (supporting approximately 4,000 desktops and laptops), and FAA Media Solutions (administrative and clerical support including document processing and multimedia content creation). Contractor personnel must obtain appropriate certifications such as Help Desk Institute Customer Service Representative or Support Center Analyst credentials within four months of hire and maintain a Moderate Risk security clearance. Key performance metrics include maintaining a 92% or higher customer satisfaction rating, keeping call abandon rates at 5% or lower, responding to emails within 30 minutes, and limiting error rates to 4% maximum for media solutions work. The deadline for submitting statements of interest is March 20, 2026.
This pre-solicitation notice contains no set-aside designations, and no incumbent contractor information is disclosed in the documentation provided. The base contract period runs from July 1, 2027 through June 31, 2028, with four optional one-year renewal periods extending through June 31, 2032, for a total potential performance period of five years. Contractor staffing requirements vary by task, with Task 1 requiring personnel across multiple shift rotations to provide continuous coverage, Task 2 requiring up to 40 hours weekly (1,864 productive hours annually) during 0600-1800 central time Monday through Friday, and Task 3 requiring multiple administrative and technical staff with flexible scheduling between 0700-1630 and potentially extending to 0600-1800. No specific budget or award value is disclosed in this market survey phase. The contract will be executed as a Labor Hour engagement with contractor responsibility for all personnel, supervision, training, security investigations, and quality control measures, while the Government will provide facilities, equipment, programming manuals, and administrative supplies at MMAC.
Notice text
The purpose of this Market Survey is to solicit statements of interest and capability from sources that can provide Customer Service Center (CSC) Support for The Federal Aviation Administration (FAA), Enterprise Service Center (ESC).
ESC is an organization located at Mike Monroney Aeronautical Center (MMAC) in Oklahoma City, OK. ESC operates as a Federal Financial Shared Service Provider; one of four federal financial management Centers of Excellence as designated by the Office of Management and Budget (OMB) to provide integrated business services and solutions to the Federal Government. ESC operates under a “fee-for-service” principle, which encourages business-like decisions creating more cost awareness and increased customer focus.
In furtherance of its Shared Service Provider designation, ESC focuses on external sales to the federal government market and improving internal operations. ESC actively pursues new business in support of the Government’s initiative for cross-agency servicing using Shared Service Providers, thereby realizing economies of scale. ESC consists of the AMK-1 Director, AMK-10 Business Relationship & Project Management Office, AMK-20 Business & Resource Support Office, AMK-200 the Information & Digital Services (I&DS) Division, and AMK-300 Financial Services & Task Automation Division.
AMK-200 the Information & Digital Services (I&DS) Division provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology and media services. The activities augment and amplify the business processes of local and national federal missions at departmental and agency levels supported by the Office of Management and Budget (OMB) Shared Service Provider (SSP) and General Services Administration (GSA) designations that the ESC maintains. Within the AMK-200 Organizational chart is AMK-260 Customer Service Center (CSC) Branch.
Background
The Contractor shall provide all personnel, management, supervision, and other items necessary or services necessary to support AMK-260 Customer Service Center (CSC) Branch, which consists of three sections:
- AMK-261 Service Desk & Remote Support Section;
- AMK-262 Desk Side Support & Implementation Section;
- AMK-263 Media & Print Solution Section
These service areas have a requirement for technical support to provide the following requirements for the MMAC, FAA, DOT, and other Federal Agencies:
- Task 1 (AMK-261) - Level 1 Customer Service Desk
- Task 2 (AMK-262) - Desk Side Support and Implementation Unit
- Task 3 (AMK-263) - FAA Media Solutions
Labor categories may include, but are not limited to the following: Project Manager (Low Risk), Computer Operators I-V (Moderate Risk), Computer Operators I-V (Low Risk), General Clerks I-III (Low Risk), Administrative Assistant (Low Risk), and Personal Computer Support Technicians (Moderate Risk), Computer based training Specialist (Low Risk) and Flash/HTML 5 Content Creator (Low Risk).
Historically this requirement has been an 8(a) set aside, but verification was still necessary. This Market Survey is being conducted to obtain the information necessary to determine whether adequate competition exists, to identify capability among small businesses, SEDB/8a sources, and service-disabled veteran-owned small businesses; and to identify those small businesses that offer the services via federal schedules.
Each “interested” company must provide the following:
1. Capability Statement - This document should identify: Types of service provided by your firm, Size and type of services provided by previous contracts (elaborate and provide detailed information and past performance), Number of years in business. Not to exceed 10 pages using 12-point Times New Roman font (or similar) with 1-inch margins in MS Word or Adobe.
2. Statement of Understanding, which ensures that the contractor has a complete grasp of the requirement. (Included in the 10 pages).
3. Completed Business Declaration (Not included in the 10 pages)
4. A copy of their SBA 8(a) certification letter, if applicable. (Not included in the 10 pages)
Instructions
Responses are due no later than 5:00 P.M. (CT) Friday, March 20, 2026. All interested parties must submit their responses via email to Stephanie Riddle, stephanie.r.riddle@faa.gov. Questions must be in writing. NO PHONE CALLS PLEASE.
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