Contact Center Services for DOL National Contact Center
Past New Requirement Updated
- Agency
-
Department of Labor
- Solicitation expected
- Estimated value
- $50,000,000 to $99,000,000
- Set-aside
- Total Small Business
Forecast facts
- Anticipated award
- Through
- NAICS code
- Not on record
- Place of performance
- DC
- Forecast number
- 41622
- Points of contact
-
- Andy Huynh huynh.andy@dol.gov
Forecast details come from the GSA Acquisition Gateway. Agencies' dates and values are estimates.
About this forecast
The Department of Labor is seeking a qualified contractor to provide comprehensive contact center services for the DOL National Contact Center, which supports departmental strategic goals by delivering timely and accurate information to customers nationwide. The contractor must demonstrate expertise in customer experience best practices, call center operations, Salesforce cloud CRM and Agentforce development, Genesys configuration, financial and contract management, IT security, performance management, and government information dissemination protocols. The solicitation is estimated to be released on March 13, 2026, with an anticipated award date of April 20, 2026.
The estimated award value ranges from $50 million to $99 million, with a period of performance extending five years from April 20, 2026, through April 19, 2031. The contractor will be responsible for furnishing all necessary facilities, personnel, equipment, hardware, software, and supplies to operate the contact center, which must support customer interactions across multiple channels including telephone, web, email, chat, IVR, texting, and emerging technologies such as voice recognition and text-to-speech. The work will be performed in Washington, DC, and interested parties should contact Andy Huynh, Deputy Director at the Department of Labor, at huynh.andy@dol.gov for additional information.
Forecast text
The Department of Labor National Contact Center (DOL-NCC) directly supports departmental strategic goals by providing customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self- service on the web, texting, email, chat, Interactive Voice Response (IVR), web-enabled calling, Voice over Internet Protocol (VoIP), voice recognition and text-to-speech technologies, fax, and U.S. mail.
DOL is seeking a qualified Contractor knowledgeable of industry best practices in CX, call center operations, Salesforce cloud CRM system development and maintenance, Salesforce Agentforce development and implementation, Genesys configuration and management, financial management, contract management, IT system Security management, performance management, communications management, workforce management, data reporting and management, and prescribed rules of conduct concerning Government information dissemination and contracting.
The Contractor shall furnish the necessary facilities, personnel, equipment, hardware, software, supplies and services to meet the requirements described in the PWS. The Contractor shall perform all technical and management functions including planning, design, implementation, operations, management of the contact center operation, and associated services to meet the needs of DOL.
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