Ttec Government Solutions LLC

Ttec Government Solutions LLC (Government Sales Division, doing business as Teletech Government Solutions LLC) is a Colorado-based customer experience technology and services company that operates as a prime contractor (90% of recent awards) competing predominantly under full-and-open competition with no set-aside posture. The vendor delivers electronic toll collection services, contact center support, cloud-based infrastructure, and IT modernization across federal civilian and defense agencies through a portfolio anchored on the GSA Multiple Award Schedule and single-award blanket purchase agreements.

Ttec's customer concentration skews heavily toward federal disaster response and federal technology infrastructure. The top five customer agencies by potential value account for 82% of combined dollars, led by the Federal Emergency Management Agency with eight awards carrying $281.1 million in potential value—nearly two-thirds of Ttec's entire federal footprint. This represents the FEMA Outsourced Contact Center Contract (OC3), a $228 million blanket purchase agreement for scalable disaster-response contact center services with capacity for up to 147,000 production hours per week. The Internal Revenue Service anchors the second-tier customer base with three awards worth $21 million (contact center enterprise infrastructure software and solutions under GSA MAS), and the Federal Communications Commission enters the top five with two awards worth $41 million. By award count, the Drug Enforcement Administration dominates with 13 orders (predominantly recurring EZ-Pass toll services totaling $781 thousand), and the U.S. Fleet Forces Command (Atlantic) has placed ten small orders for electronic toll collection. The concentration pattern distinguishes between volume-driven small-dollar customers (DEA, Navy) and high-dollar anchor accounts (FEMA, IRS, FCC).

Ttec's capability portfolio divides into three primary lines: electronic toll collection services (EZ-Pass transponder procurement, account management, and toll replenishment across DoD and civilian agencies), contact center operations (outsourced and scalable call-center labor for disaster response and government customer support), and enterprise IT software and infrastructure (cloud-based contact center platforms, service desk support, and system maintenance). Representative work includes the $281.1 million FEMA OC3 BPA (contact center services at labor-hour pricing, supporting disaster response), a $21 million IRS delivery order for contact center enterprise infrastructure software (August 2026, GSA MAS), and the $25 million Naval Sea Systems Command blanket purchase agreement for electronic toll collection management (single-award, running through November 2026). The vendor also holds a $50 thousand Army Program Executive Office Soldier BPA for Virginia E-ZPass toll charges and transponders (March 2023 through March 2033).

On the GSA Multiple Award Schedule, Ttec carries 47 active labor categories spanning contact-center operations, IT technical support, and customer-experience strategy, with government-paid hourly rates ranging from $45.33 per hour (Contact Center Associate Specialist entry level, bachelor's degree) through $385.87 per hour (Senior CX/DX Strategist, master's degree, twenty years' experience). No security-cleared positions are offered. The spectrum reflects the vendor's positioning: entry-level contact center labor at $45–$70 per hour, mid-tier IT and management roles at $130–$235 per hour, and senior consulting and transformation roles at $260–$385 per hour.

Across the SCI-reportable service contracts (federal work above the $150 thousand threshold), Ttec invoiced $53.9 million as prime since FY2022, with volatility tied to major program ramps. FY2023 generated $12 million across 116 FTEs, FY2024 dropped to $463 thousand across 1.0 FTE (contract-level average, reflecting program completion timing), and FY2025 surged to $41.4 million across 618 FTEs. The blended government-paid rate on SCI-reported prime contracts runs a median $49.05 per hour, with the 10th percentile at $15.66 per hour (toll-account and transponder management) and the 90th percentile at $218.89 per hour (enterprise software support and consulting). Across SCI-reportable prime contracts, subcontractors performed an average of 8 percent of total contractor hours; six named subcontractors appear in the SCI data, predominantly supporting contact center floor operations (Senture LLC, Iqor US Inc.) under FEMA calls.

Activity has grown significantly through 2023 (32 awards) before contracting to 27 in 2024 and 9 in 2025, with 11 awards to date in 2026. Twenty-eight awards carrying combined potential value of $22.3 million reach ultimate completion within the next twenty-four months and face recompete exposure. The vendor operates as a prime on 90 percent of awards; subcontractor roles (10%) are concentrated under Empower AI, Inc. (digital transformation and Humanify software services) and General Dynamics Information Technology, Inc. (network and system infrastructure tasks), reflecting a feeder relationship to larger systems integrators rather than a core sub-first strategy.

Ttec holds positions on the GSA Multiple Award Schedule (25 task orders, $374.8 million combined potential value), Alliant II (4 task orders), and single-award blanket purchase agreements with FEMA, Naval Sea Systems Command, and Army PEO Soldier. The vendor does not sit on agency-wide GWACs outside the MAS vehicle. The recompete cliff signals significant FEMA contract maturation—the original $228 million OC3 BPA expires November 2026, with call orders completing through August 2026, presenting a major repricing and rebid opportunity in the next twelve to eighteen months.