OC3
Forecast New Requirement Updated
- Agency
-
Federal Emergency Management Agency
Department of Homeland Security
- Solicitation expected
- Estimated value
- $100,000,000 or more
- Set-aside
- Total Small Business
Forecast facts
- Anticipated award
- Through
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- Denton, TX
- Forecast number
- F2026072619
- Points of contact
Forecast details come from DHS's Acquisition Planning Forecast System. Agencies' dates and values are estimates.
About this forecast
The Federal Emergency Management Agency (FEMA) is forecasting a new requirement, set aside for Total Small Business, to establish multi-award Blanket Purchase Agreements for contact center support under GSA MAS NAICS 561422, with solicitation release estimated for November 16, 2026 and award estimated for December 31, 2026. The contractor must provide a fully managed contact center and staff to answer incoming calls and perform data entry for individuals and businesses during periods of high disaster activity, with all scalable contact center costs included in a fully burdened agent hour rate that covers overtime and overhead. The vehicle is a labor-hour BPA under FAR Part 8 or 13, classified under PSC R702 (Support-Management: Data Collection).
The estimated award value minimum is $100 million. The contractor must be prepared to handle up to 175,000 production hours per week, with FEMA able to increase weekly production hours at its discretion to a maximum of 210,000, where one full-time equivalent equals 40 production hours per week. The estimated period of performance runs from December 31, 2026 through December 30, 2027, with place of performance in Denton, TX. Points of contact are Contracting Officer Felicia Castillo (felicia.castillo@fema.dhs.gov, +1 202-803-1676), Hailey Stork (hailey.stork@fema.dhs.gov, +1 202-735-6290), and FEMA Small Business Coordinator Amy Connolly (FEMA-SB@fema.dhs.gov, +1 202-714-2706).
Forecast text
The purpose of this requirement is to establish multi-award Blanket Purchase Agreements (BPA) for Contact Center support of the GSA MAS NAICS 561422). During periods of high disaster activity, there is a need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. The government requires the contractor be prepared to handle up to 175,000 production hours per week. The contractor will have the capability to increase, at FEMA’s discretion, the weekly production hours up to a maximum of 210,000 production hours. FEMA staffing requests may be communicated utilizing Full Time Equivalent (FTE: 1 FTE = 8 Hours/Day x 5 Days/Week = 40 Production Hours per Week). A production hour includes time spent taking calls, in a ready state to take calls, after call work, document validation, 30-minute pre-shift, or directly involved in coaching or training. The government will not pay for call agents unavailable to accept calls due to any lawful permitted breaks exceeding 15-minutes, lunch, or other unproductive time. The Contractor shall provide a fully managed contact center and staff; all costs associated with a scalable contact center shall be included in the agent hour rate. The agent hour/minute billable rate shall be fully burdened; the rate shall include overtime and overhead costs.
PSC Code R702 (Support-Management: Data Collection)
On GovTribe
Work this forecast
- Track it in your pipeline
- Find teaming partners
- Similar forecasts
- Ask GovTribe AI about this forecast