| NAICS: 561422 - Telemarketing Bureaus and Other Contact Centers |
Competition: YES |
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Small Business Set-Aside: N/A
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Small Business Program: TBD |
| Contract Vehicle: BPA (FAR Part 8 or 13) |
Contract Type: Labor Hour |
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Contract Status:
New Requirement
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Anticipated Award Quarter: Q1 FY2027 |
| Estimated Solicitation Release: 2026-07-30 |
Contract Complete: 2026-12-01 |
| Requirements Title: OC3 |
| Description: 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) |
| Estimated Dollar Range:
Over $100,000,000.00
|
Place of Performance: Denton, TX, NA
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| POC Name: Felicia Castillo |
Alternate POC Name: Hailey Stork |
| POC Phone: (202) 803-1676 |
Alternate POC Phone: (202) 735-6290 |
| POC Email: [email protected] |
Alternate POC Email: [email protected] |
| Small Business Specialist/APFS Coordinator POC Name: Amy Connolly |
| Small Business Specialist/APFS Coordinator POC Phone: (202) 714-2706 |
Small Business Specialist/APFS Coordinator POC Email: [email protected] |
