Outsourced Contact Center Contract (OC3)
Past New Requirement Updated
- Agency
-
Federal Emergency Management Agency
Department of Homeland Security
- Solicitation expected
- Estimated value
- $50,000,000 to $100,000,000
- Set-aside
- Total Small Business
Forecast facts
- Anticipated award
- Through
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Forecast number
- F2026074353
- 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 is issuing call orders against its Blanket Purchase Agreements for surge contact center support, with solicitation released on 2026-07-08 and award estimated for 2026-07-16. The requirement, set aside for Total Small Business, calls for contractors to provide incoming call response and data entry services in direct support of disaster activity and must be capable of delivering up to 28,000 production hours per week with surge capability for an additional 16,800 production hours while maintaining 24/7 operations including weekends and holidays.
The estimated award value ranges from $50 million to $100 million under a multiple-award labor-hour BPA structure with a period of performance from 2026-07-16 through 2026-08-15, and performance takes place throughout the United States. Felicia Castillo, Contracting Officer at FEMA's TXNPSC office, serves as the point of contact at felicia.castillo@fema.dhs.gov or (202) 803-1676.
Forecast text
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 28,000 production hours per week, with the capability to meet potential surge requirements of up to an additional 16,800 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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