OC3
Past New Requirement Updated
- Agency
-
Federal Emergency Management Agency
Department of Homeland Security
- Solicitation expected
- Estimated value
- $100,000,000
- Set-aside
- No set-aside
Forecast facts
- Anticipated award
- 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 will release a solicitation on July 30, 2026, for multi-award Blanket Purchase Agreements under GSA MAS to procure fully managed contact center support services, with award expected by December 1, 2026. The contractor must provide contact center operations and staff capable of handling up to 175,000 production hours per week, with the capability to scale to a maximum of 210,000 production hours weekly at FEMA's discretion. Production hours include time spent taking calls, in a ready state to take calls, after-call work, document validation, 30-minute pre-shift activities, 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 estimated contract award value is $100,000,000 on a labor-hour basis with a fully burdened agent hour rate that includes all costs associated with staffing, overtime, and overhead. Services are performed in Denton, Texas. Contracting Officer Felicia Castillo (felicia.castillo@fema.dhs.gov, 202-803-1676) and alternate contact Hailey Stork (hailey.stork@fema.dhs.gov, 202-735-6290) are available for inquiries.
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)
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