GSA awards $64M contract for contact center support, with 31 bids received

Contract Overview

Contract Amount: $64,128,017 ($64.1M)

Contractor: Senture LLC

Awarding Agency: General Services Administration

Start Date: 2020-09-30

End Date: 2026-03-28

Contract Duration: 2,005 days

Daily Burn Rate: $32.0K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 8

Pricing Type: TIME AND MATERIALS

Sector: IT

Official Description: OPP CONTACT CENTER CONTRACT SUPPORT RECOMPETE

Place of Performance

Location: WASHINGTON, DISTRICT OF COLUMBIA County, DISTRICT OF COLUMBIA, 20405

State: District of Columbia Government Spending

Plain-Language Summary

General Services Administration obligated $64.1 million to SENTURE LLC for work described as: OPP CONTACT CENTER CONTRACT SUPPORT RECOMPETE Key points: 1. Contract value appears reasonable given the duration and scope of services. 2. Strong competition indicates potential for competitive pricing. 3. Risk indicators are low, with a clear statement of work and defined period of performance. 4. Performance context is established through a prior contract with the same vendor. 5. This contract falls within the IT services sector, specifically IT support. 6. The vendor has a significant track record with the government.

Value Assessment

Rating: good

The contract's total value of $64.1 million over approximately 5.5 years suggests a moderate annual spend. Benchmarking against similar IT support contracts is challenging without more granular data on service levels and specific deliverables. However, the presence of 31 bidders in a full and open competition implies that the pricing is likely competitive within the market for these types of services. The vendor, Senture LLC, has a history of performing similar services for the government, which can be a positive indicator of value.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded under full and open competition, which is the most competitive procurement method. A total of 31 bids were received, indicating significant interest from the market. This high level of competition is generally favorable for price discovery and ensures that the government receives offers from a wide range of qualified vendors. The extensive bidding process suggests that the government had ample opportunity to select the best value offer.

Taxpayer Impact: The robust competition for this contract is beneficial for taxpayers, as it likely drove down prices and ensured that the government secured services at a competitive rate. A larger pool of bidders typically leads to more innovative solutions and better overall value.

Public Impact

The primary beneficiaries are federal agencies requiring contact center support services, enabling efficient communication with the public. Services delivered include customer service, technical support, and other contact center operations. The contract's geographic impact is primarily within the District of Columbia, where the vendor is located. Workforce implications include the creation or maintenance of jobs within the contact center industry, potentially benefiting the local D.C. economy.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for vendor lock-in if service requirements become highly specialized.
Reliance on a single vendor for critical contact center operations could pose a risk if performance degrades.
The time and materials pricing structure requires careful monitoring to control costs.

Positive Signals

Strong competition suggests a healthy market and potential for ongoing competitive re-procurement.
The vendor has a demonstrated track record with the government, implying familiarity with requirements.
The contract is structured with a defined period of performance, allowing for periodic reassessment of needs.

Sector Analysis

This contract falls within the broader IT services sector, specifically focusing on outsourced contact center operations. The market for these services is substantial, with many government agencies and private companies relying on specialized vendors to manage customer interactions. Comparable spending benchmarks are difficult to establish without specific metrics on call volume, resolution rates, and service level agreements, but the $64 million value over five years is consistent with large-scale government IT support contracts.

Small Business Impact

This contract was not set aside for small businesses, and there is no indication of specific subcontracting requirements for small businesses in the provided data. The vendor, Senture LLC, is a large business. Therefore, this contract does not directly contribute to small business set-aside goals, nor does it appear to have explicit provisions to foster small business participation through subcontracting.

Oversight & Accountability

Oversight for this contract is likely managed by the General Services Administration (GSA) through its Federal Acquisition Service. Accountability measures would be embedded in the contract's terms and conditions, including performance standards and reporting requirements. Transparency is facilitated by the contract's public availability and the competitive bidding process. Inspector General jurisdiction would apply in cases of fraud, waste, or abuse.

Related Government Programs

GSA IT Schedule 70
Contact Center Services
Customer Relationship Management (CRM) Support
IT Professional Services

Risk Flags

Potential for cost overruns due to Time and Materials pricing structure.
Reliance on a single vendor for critical support functions.
Need for robust contract oversight to ensure performance and cost control.

Frequently Asked Questions

What is this federal contract paying for?

General Services Administration awarded $64.1 million to SENTURE LLC. OPP CONTACT CENTER CONTRACT SUPPORT RECOMPETE

Who is the contractor on this award?

The obligated recipient is SENTURE LLC.

Which agency awarded this contract?

Awarding agency: General Services Administration (Federal Acquisition Service).

What is the total obligated amount?

The obligated amount is $64.1 million.

What is the period of performance?

Start: 2020-09-30. End: 2026-03-28.

What is Senture LLC's track record with the federal government, particularly in providing contact center support?

Senture LLC has a significant track record with the federal government, having previously held this specific contract for contact center support. Their prior performance under this agreement provides a basis for the GSA's decision to re-award the contract. While specific details of past performance metrics are not provided, the fact that they were re-selected after a full and open competition suggests satisfactory performance. Their history indicates experience with government procurement processes and compliance requirements, which is a positive indicator for continued service delivery.

How does the $64.1 million contract value compare to similar federal contact center support contracts?

Direct comparison of the $64.1 million contract value is challenging without detailed service level agreements (SLAs), call volumes, and specific functionalities. However, considering the contract duration of approximately 5.5 years (from September 30, 2020, to March 28, 2026), the annual average spend is roughly $11.6 million. This figure is within the expected range for large-scale federal IT support and contact center operations, especially those involving significant public interaction or complex technical support. The high number of bidders (31) in a full and open competition also suggests that the pricing is likely competitive within the market for such services.

What are the primary risks associated with this time and materials contract, and how are they mitigated?

The primary risk with a Time and Materials (T&M) contract is the potential for cost overruns if the scope of work is not well-defined or if contractor effort is inefficient. This can lead to costs exceeding initial estimates. Mitigation strategies typically involve robust oversight from the contracting officer's representative (COR), detailed tracking of labor hours and material costs, and clear performance standards. The GSA's established procurement processes and the competitive nature of the award likely included provisions to manage these risks, such as requiring detailed justifications for hours worked and materials used, and potentially incorporating cost ceilings or CLINs (Contract Line Item Numbers) that limit total expenditure.

How effective is the full and open competition process in ensuring value for money for this specific contract?

The full and open competition process, evidenced by 31 bids received for this contract, is generally considered the most effective method for ensuring value for money. This approach maximizes the pool of potential offerors, fostering a competitive environment that drives down prices and encourages innovation. The high number of bids suggests that the government had a wide selection of qualified vendors, increasing the likelihood of selecting an offer that provides the best combination of technical merit and cost. The extensive competition helps prevent price gouging and ensures that taxpayer funds are used efficiently.

What is the historical spending pattern for contact center support services by the General Services Administration?

Historical spending data for GSA's contact center support services prior to this $64.1 million award would provide valuable context. Without specific historical figures, it's difficult to ascertain trends. However, the re-award to Senture LLC suggests a continuity in service needs and potentially a stable or increasing budget allocation for these functions. GSA, as a major provider of shared services, often consolidates requirements, and spending on contact center support is likely influenced by the overall demand for government services and the shift towards digital and remote customer interactions. Analyzing past contract values and durations would reveal whether this $64.1 million award represents an increase, decrease, or stable level of investment.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Other Computer Related Services

Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Offers Received: 8

Pricing Type: TIME AND MATERIALS (Y)

Evaluated Preference: NONE

Contractor Details

Address: 460 INDUSTRIAL BLVD, LONDON, KY, 40741

Business Categories: Category Business, Corporate Entity Not Tax Exempt, Limited Liability Corporation, Not Designated a Small Business, Special Designations, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $76,408,918

Exercised Options: $74,865,552

Current Obligation: $64,128,017

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: GS35F0623R

IDV Type: FSS

Timeline