Department of Education Awards $22.8M Contract to Senture LLC for FDMS Call Center Consolidation
Contract Overview
Contract Amount: $22,866,252 ($22.9M)
Contractor: Senture LLC
Awarding Agency: Department of Education
Start Date: 2017-08-01
End Date: 2020-01-31
Contract Duration: 913 days
Daily Burn Rate: $25.0K/day
Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: IGF::CT::IGF AWARD OF TO#0013 UNDER FSA IDIQ ED-FSA-14-D-0004 TO CONSOLIDATE FDMS CALL CENTERS
Place of Performance
Location: WASHINGTON, DISTRICT OF COLUMBIA County, DISTRICT OF COLUMBIA, 20202
Plain-Language Summary
Department of Education obligated $22.9 million to SENTURE LLC for work described as: IGF::CT::IGF AWARD OF TO#0013 UNDER FSA IDIQ ED-FSA-14-D-0004 TO CONSOLIDATE FDMS CALL CENTERS Key points: 1. The contract aims to consolidate FDMS call centers, potentially improving efficiency and service delivery. 2. Senture LLC, the awardee, will provide custom computer programming services. 3. The award was made under full and open competition after exclusion of sources. 4. This award represents a significant investment in IT infrastructure for the Department of Education. 5. The contract duration is over 900 days, indicating a substantial operational commitment.
Value Assessment
Rating: good
The award amount of $22.8M for custom computer programming services appears reasonable given the scope of consolidating call centers. Benchmarking against similar IT service contracts for large federal agencies would provide further context.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition after exclusion of sources, suggesting a competitive bidding process. This method generally promotes price discovery and ensures fair market value.
Taxpayer Impact: The consolidation of call centers is intended to streamline operations, which could lead to cost savings for taxpayers in the long run through improved efficiency.
Public Impact
Improved accessibility and responsiveness for users interacting with FDMS services. Potential for more streamlined and efficient customer support operations. Consolidation may lead to a more unified and consistent user experience across different call center functions.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for vendor lock-in if not managed carefully.
- Risk of service disruption during the transition and consolidation phase.
- Ensuring data security and privacy across consolidated call centers.
Positive Signals
- Opportunity for enhanced service delivery through consolidation.
- Leveraging a single vendor for specialized IT services.
- Potential for cost efficiencies through economies of scale.
Sector Analysis
This contract falls within the IT sector, specifically custom computer programming services. Federal spending in this area is substantial, with agencies continually seeking to modernize and consolidate IT operations for efficiency and better service delivery.
Small Business Impact
The awardee, Senture LLC, is not identified as a small business in the provided data. The contract was awarded under full and open competition, which does not inherently exclude small businesses but does not guarantee their participation.
Oversight & Accountability
Oversight will be crucial to ensure Senture LLC meets performance expectations and delivers the consolidated call center services effectively. The Department of Education's contracting officers will monitor progress and address any issues.
Related Government Programs
- Custom Computer Programming Services
- Department of Education Contracting
- Department of Education Programs
Risk Flags
- Vendor performance risk
- Service integration challenges
- Data security and privacy concerns
- Potential for cost overruns if scope expands
Tags
custom-computer-programming-services, department-of-education, dc, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Education awarded $22.9 million to SENTURE LLC. IGF::CT::IGF AWARD OF TO#0013 UNDER FSA IDIQ ED-FSA-14-D-0004 TO CONSOLIDATE FDMS CALL CENTERS
Who is the contractor on this award?
The obligated recipient is SENTURE LLC.
Which agency awarded this contract?
Awarding agency: Department of Education (Department of Education).
What is the total obligated amount?
The obligated amount is $22.9 million.
What is the period of performance?
Start: 2017-08-01. End: 2020-01-31.
What specific metrics will be used to measure the success of the FDMS call center consolidation?
Success metrics should include quantifiable improvements in call resolution times, customer satisfaction scores, reduction in operational costs, and increased agent efficiency. Establishing clear baseline data before consolidation is essential for accurate performance tracking and demonstrating the value of the consolidated service.
What are the potential risks associated with consolidating multiple call centers under a single vendor?
Risks include over-reliance on a single vendor, potential for service degradation if the vendor underperforms, and challenges in integrating diverse existing systems and processes. Mitigation strategies involve robust performance monitoring, clear service level agreements, and contingency planning for vendor failure.
How will the consolidated call center ensure data security and compliance with federal regulations?
The vendor must adhere to strict federal data security protocols, including NIST guidelines and relevant privacy laws. This involves implementing secure data handling procedures, regular security audits, and employee training on data protection. The contract should clearly define security requirements and penalties for non-compliance.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Custom Computer Programming Services
Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › ADP AND TELECOMMUNICATIONS
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Solicitation Procedures: TWO STEP
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 460 INDUSTRIAL BLVD, LONDON, KY, 40741
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Limited Liability Corporation, Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $27,394,833
Exercised Options: $22,866,252
Current Obligation: $22,866,252
Actual Outlays: $8,367,488
Contract Characteristics
Multi-Year Contract: Yes
Commercial Item: COMMERCIAL ITEM
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: EDFSA14D0004
IDV Type: IDC
Timeline
Start Date: 2017-08-01
Current End Date: 2020-01-31
Potential End Date: 2020-01-31 00:00:00
Last Modified: 2020-04-03
More Contracts from Senture LLC
- Customer Insurance and Registration Information Support (ciris)services Contract — $111.3M (Department of Transportation)
- OPP Contact Center Contract Support Recompete — $64.1M (General Services Administration)
- Consumer Resource Center (CRC) — $50.8M (Consumer Financial Protection Bureau)
- THE Customer Service and Registration Contract Includes Customer Service Support, Database, Technical Services, Mailings and Customer Relationship Management. the Base Period of Performance IS From Date of Award Through 12 Months and 4 Option Periods — $33.8M (Department of Transportation)
- Customer Insurance Registration Information Support - 2ND Generation Bridge — $15.2M (Department of Transportation)
Other Department of Education Contracts
- Administrative Action — $2.2B (Conduent Education Solutions, LLC)
- - Tivod Supports the Origination, Disbursement, and Reporting of Title IV Federal Student AID Programs, Including - BUT NOT Limited to - Direct Loans, Pell Grants, and the Teacher Education Assistance for College and Higher Education Grants. the Title IV Solution Shall Also Provide Ongoing Support for the Discontinued Title IV Federal Student AID Programs, Including - BUT NOT Limited to - Academic Competitiveness Grants and National Science and Mathematics Access to Retain Talent Grants — $1.5B (Accenture Federal Services LLC)
- Federal Student AID Common Origination and Disbursement Services — $1.1B (Accenture LLP)
- Provide Direct Loan Services Such AS Call Center and Financial Reporting - Nelnet From 12/15/2019 Through 12/14/2020 — $983.7M (Nelnet Servicing LLC)
- Debt Management and Collections System (dmcs) Igf::ct::igf — $906.9M (Maximus Federal Services, Inc.)