Questions & Answers -Telephone Operator Services for U. S. Mission Spain & Andorra

The U.S. Department of State Embassy Madrid is seeking a telephone operator services contractor for its Mission in Spain and Andorra through Solicitation 19SP5025Q0002. The contract requires a remote service provider capable of handling approximately 1,200 monthly calls with an average duration of 1.14 minutes, utilizing operators fluent in both English and Spanish. Key qualifications include providing an international Spanish-based phone number for call forwarding, managing all necessary labor, equipment, and materials, and adhering to pre-approved Embassy scripts and processes. While no security clearances or non-disclosure agreements are required, the contractor must submit specified reports and be prepared to return all data to Mission Spain upon contract completion. The solicitation is currently open, with proposals due by January 15, 2025, and an anticipated award date in February 2025 with a service start date of March 1, 2025.

This opportunity is designated as a Total Small Business set-aside and falls under the Telephone Call Centers NAICS category (56142). The current phone service provider is Telefonica, S.A., and the contract will be executed in Madrid, Spain. Contractors will be responsible for providing 24/7 telephone operator services without integrating with Embassy systems, representing the Mission's first dedicated contract for such services. While specific award values are not detailed in the solicitation, the contract appears focused on administrative support communication services. The place of performance is strictly remote, with all operations expected to be conducted from outside the Embassy's physical location. Interested small businesses must demonstrate capability to meet the precise communication and administrative requirements outlined in the solicitation documents.