UPDATE as of 1/3/2018: GSA is still planning a follow-on to USA Contact after meeting with industry partners last year. EZGovOpps will continue to monitor the procurement process for this opportunity.

USA Contact, a 2.5-billion-dollar contract run through GSA’s Office of Citizen Services, is scheduled for a recompete. First awarded in March of 2008, USA Contact offers call center services to agencies across the government. The contract is designed for emergencies: GSA boasts that after an agency makes a request, a task order can be awarded in anywhere from six weeks to two days. That makes USA Contact popular with agencies that need to contact citizens at short notice, such as FEMA.

Though no solicitation has been released yet, the previous 10-year contract is set to expire in March of 2018. EZGovOpps analysts expect a new RFP to come out in 2017.

Though there is no RFP yet, companies offering call center services should get ready now. Not only is USA Contact a lucrative opportunity, but the current contract has a 29 percent small business set-aside requirement, which the prime contractors meet through subcontracting. Prime awardees are guaranteed at least $10,000 in task orders.

Whether you plan on subcontracting or competing for a prime contract, your most powerful tool is information. Below, EZGovOpps analysts provide a preview of our exclusive EZGovOpps data and analysis. To learn more and to get email updates when the re-compete documents for USA Contact are released, sign up for a free trial.

 

Contract History

USA Contact replaced the contract vehicle FirstContact in 2008. FirstContact was used between 2004 and 2007, and its 15 task orders included setting up call centers for victims of Hurricane Katrina.

Under the current contract, prime contractors compete for individual agency awards. The USA Contact incumbents are:

• Convergys
• CSRA LLC (took over contract from Computer Sciences Corporation after forming through merger of CSC and SRA International)
• HP Enterprise Services (HP is the top performer on this contract)
• Lockheed Martin Aspen Systems
• Active Network
• TeleTech Government Solutions LLC
• General Dynamics Information Technology, INC (took over contract when it acquired Vangent in 2011)

 

USA Contact Requirements

USA Contact’s NAICS Code is 519190, Other Information Services, with a small business size standard of $6,500,000.

The 2008 solicitation calls for the contractor to:

• Provide customer support services to respond to inquiries using phone, email, and other media. This requirement includes providing and maintaining the facilities, equipment and staff necessary.
• Conduct public outreach and advertising programs; for example, publishing telephone numbers in directories.
• Comply with various federal requirements, including information security and accessibility for people with disabilities.

The Government guarantees that this Contractor will be awarded a minimum order amount of $10,000 in aggregate task orders.

Don’t forget to view our full GovCon News section for more intel.