Ttec Government Solutions LLC

Ttec Government Solutions LLC (doing business as Teletech Government Solutions LLC), headquartered in Austin, Texas, is a for-profit limited liability company that delivers electronic toll collection services, outsourced contact center and disaster-response staffing, cloud-based customer experience software, and IT support solutions to federal agencies as a prime contractor on 83 awards (90% of recent work) and as a named subcontractor on 9 awards. The vendor competes exclusively full-and-open; no set-asides appear across the prime footprint.

Ttec's federal customer base is heavily concentrated in disaster-response and emergency-management spending. The top five customers by potential value account for 83% of combined dollars: the Federal Emergency Management Agency dominates with 8 awards worth $305.4 million in combined potential value, primarily driven by a $228 million blanket purchase agreement for outsourced contact center services and multiple call-order task orders that support FEMA's 147,000-production-hours-per-week disaster response capacity. The Federal Communications Commission ranks second with $41 million across 2 awards. The Department of Justice Drug Enforcement Administration leads by award count (10 awards) but carries only $498 thousand in combined value — these are recurring micro-purchases for EZ-Pass toll transponders and toll-account replenishment in Virginia and the District of Columbia. The Department of the Navy, Department of the Army, and General Services Administration round out active customers across toll collection, contact center modernization, and IT support work.

Ttec operates under two primary vehicle categories. The General Services Administration Multiple Award Schedule hosts 23 task orders worth $402.1 million in combined potential value, spanning contact center staffing, cloud SaaS migration, equipment maintenance, and toll services. Named IDVs include a $25 million Naval Sea Systems Command blanket purchase agreement for electronic toll collection management services (with multiple task orders through November 2026), a $50 thousand Army Program Executive Office Soldier BPA for Virginia E-ZPass toll charges and transponder procurement running through March 2033, and an $9 thousand Army Medical Command BPA for the Office of the Surgeon General. Ttec also holds positions on Alliant II (3 task orders) and holds three task orders under the Navy's Indefinite Delivery Contract N0003921D5001.

Capability framing centers on two distinct lines of business. Electronic toll collection work — EZ-Pass transponder procurement, account management, and toll-account replenishment — has generated 48 awards across the Transportation/Travel/Relocation PSC code, primarily for small-dollar recurring orders ($1 thousand to $250 thousand ceilings) across Defense and civilian transportation users. Contact center and customer experience work, driven by the $228 million FEMA BPA, encompasses turnkey call-center staffing, disaster-response surge capacity, program management oversight, cloud-based omnichannel contact center software replacement, and employee skill training. Recent examples include a $64.7 million FEMA call order exercised in November 2024 for outsourced contact center customer service agents (with subcontracts to Senture LLC and IQOR US Inc.), a $416 thousand Army delivery order in September 2024 for Cloud Experience Technical Support ABC Call Center Bridge services under MAS, a $3.56 million General Services Administration delivery order in April 2023 for Centers of Excellence contact center support (later determined to constitute consulting services and not awarded as originally planned), and a $1.87 million Office of the Chief of Staff delivery order in September 2022 to replace an on-premise call center with cloud-based SaaS contact center infrastructure serving CONUS and OCONUS personnel. Supporting work includes a $729 thousand National Institute of Environmental Health Sciences delivery order for Operations and Maintenance support of the Division of Translational Toxicology Organizational Resource and Business Information Tool, a $150 thousand Alcohol and Tobacco Tax and Trade Bureau delivery order for service desk customer support tracking system software maintenance, and upstream software maintenance and Power Platform/Dynamics365 support across HHS and Census Bureau customers.

Activity contracted sharply after a 2023 peak. Award volume reached 32 in 2023, declined to 27 in 2024, dropped to 9 in 2025, and sits at 3 through early 2026. Twenty-two awards carrying combined potential value of $898 thousand reach ultimate completion within the next twenty-four months, signaling modest recompete exposure relative to the overall $427.8 million combined potential-value portfolio. The FEMA $228 million BPA, which anchors the dollar concentration, runs through at least mid-2025 with active call-order activity, but the vendor's ability to sustain that volume through recompete or follow-on vehicles remains unclear from the source.

Service Contract Inventory data captures Ttec's contact-center work at scale. In fiscal year 2023, SCI records $12 million in invoiced revenue across 116 FTEs and 118,000–121,000 contractor hours at a blended government-paid median rate of roughly $49.93 per hour, with subcontractors performing approximately 6% of total contractor hours (named subs include Senture LLC and IQOR US Inc.). FY2024 invoicing dropped to $463 thousand across 1.6 FTEs, reflecting contract de-obligations and closeouts rather than sustained activity. GSA Schedule labor categories span Contact Center Associate Specialist roles at $45.33 per hour through Senior CX/DX Strategist positions at $385.87 per hour (master's degree, twenty years experience), with forty-seven unique labor categories covering contact center operations, IT specialization, business analysis, and omnichannel solutions consulting. No security-cleared roles are offered on the GSA Schedule.

Ttec operates as a prime contractor on 90% of recent awards, building its own delivery teams on contact center work and subcontracting selectively to established firms — Senture LLC and IQOR US Inc. deliver contact-center floor support under the FEMA BPA; General Dynamics Information Technology receives Ttec as a subcontractor on National Emergency Services Directorate (NESD) modernization and enterprise support work; and Cherokee Nation Federal Consulting engaged Ttec for IRS clerical support. Ttec's teaming posture leans toward prime delivery with light sub engagement rather than feeder-supplier status.