NextGen Business Process Operations

The Department of Education is soliciting proposals through solicitation number 91003119R0008 to provide NextGen Business Process Operations services. The solicitation seeks contact center support, back-office processing, and other operations across the full student loan lifecycle, including application, origination, servicing, and default management. Offerors must demonstrate experience in these functions and the ability to integrate with the Department's systems. Proposals will be evaluated on factors such as technical approach, management approach, and past performance. Proposal deadlines ranged from February 2019 to August 2019.

There is no set-aside designation. The primary NAICS code is 541611 and PSC code is R799. Incumbent contractors providing transitional services include the Enhanced Processing Solution vendor. Awards are for an IDIQ contract valued between $1.5-1.7 billion over a six-year period. The Department intends to make multiple awards to contractors who must meet performance metrics for customer satisfaction, accuracy, and timeliness on a monthly basis. Place of performance is the contractor's location with full-time support for the Department required.