Outsourced Contact Center Contract (OC3)
Past Recompete Updated
- Agency
-
Federal Emergency Management Agency
Department of Homeland Security
- Solicitation expected
- Estimated value
- $20,000,000 to $50,000,000
- Set-aside
- No set-aside
Forecast facts
- Anticipated award
- Through
- Acquisition strategy
- Follow-on to Existing Contract
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- Multiple
- Forecast number
- F2024066205
- 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 recompeting its Outsourced Contact Center Contract (OC3) to provide surge contact center support during periods of disaster activity. The contract will be awarded to one of the four existing BPA holders, with the purpose of responding to incoming calls and performing data entry in direct support of disaster response efforts. The contractor must have the capability to provide up to 20,000 production hours per week, with support available 24 hours a day, 7 days a week.
The estimated solicitation release date is May 13, 2024, with an estimated award date of May 23, 2024. The estimated award value range is between $20 million and $50 million. The contractor must be prepared to support a surge of up to 14,000 production hours per week, with the potential to increase to a maximum of 20,000 production hours at FEMA's discretion.
Forecast text
This requirement will be solicited between the four FEMA OC3 BPA holders, 70FBTX21A00000001 GDIT, 70FBTX21A00000002 ITCON, 70FBTX21A00000003 Maxmus and 70FBTX21A00000004 TTEC. The purpose of this requirement is to award Call-Order(s) against FEMA's Blanket Purchase Agreements (BPA) for surge Contact Center support, during periods of surge 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 provide up to 14,000 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 20,000 production hours. The Contractor shall have the capability to support 24 hours a day, 7 days a week, inclusive of weekends and holidays.
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