SFIOD MIP Support Services

This solicitation from the Department of Housing and Urban Development seeks a contractor to provide call center support services to handle inquiries from homeowners, lenders, Home Ownership Centers, and other government organizations regarding Single Family Mortgage Insurance premium refunds. The contractor must answer 7,000 estimated monthly calls and emails within 24 hours, review refund applications, and provide weekly and monthly performance reports. Proposals are due by December 12, 2022 and the agency anticipates awarding a firm fixed price contract by January 26, 2023 to be performed at the contractor's facility.

The competitive 8(a) set-aside seeks a one base year and four option years of services with a place of performance in Washington, DC. The NAICS code is 561422 and PSC code is R408. The incumbent contractor is MM IT Solution LLC. The contractor must have two bilingual employees and submit pricing using the attached Price Breakdown Worksheet and Labor Rates for the base through option four periods. The Performance Work Statement outlines transition-in and -out requirements and key performance metrics to be reported on monthly.