DHS Awards $7.8M Call Center Services Contract to Salient CRGT for ERO Operations
Contract Overview
Contract Amount: $7,882,827 ($7.9M)
Contractor: Salient Crgt, Inc.
Awarding Agency: Department of Homeland Security
Start Date: 2025-09-05
End Date: 2026-09-04
Contract Duration: 364 days
Daily Burn Rate: $21.7K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 1
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: THE PURPOSE OF THIS TASK ORDER IS TO ACQUIRE CALL CENTER SERVICES FOR THE ENFORCEMENT AND REMOVAL OPERATIONS (ERO) CONTACT CENTER OF OPERATIONS (ECCO)
Place of Performance
Location: IRVINE, ORANGE County, CALIFORNIA, 92606
Plain-Language Summary
Department of Homeland Security obligated $7.9 million to SALIENT CRGT, INC. for work described as: THE PURPOSE OF THIS TASK ORDER IS TO ACQUIRE CALL CENTER SERVICES FOR THE ENFORCEMENT AND REMOVAL OPERATIONS (ERO) CONTACT CENTER OF OPERATIONS (ECCO) Key points: 1. Contract awarded to Salient CRGT, Inc. for essential call center services supporting Enforcement and Removal Operations. 2. The contract value is $7,882,827 over a 364-day period. 3. Services are categorized under 'Other Computer Related Services' (NAICS 541519). 4. The contract was awarded via full and open competition, suggesting a competitive bidding process.
Value Assessment
Rating: good
The contract value of $7.8M for call center services appears reasonable given the scope of supporting the ERO Contact Center of Operations. Benchmarking against similar government call center contracts would provide a more precise assessment.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded through full and open competition, indicating that multiple vendors had the opportunity to bid. This method generally promotes competitive pricing and ensures the government receives best value.
Taxpayer Impact: The competitive award process is expected to yield a fair price for the services, ensuring taxpayer funds are used efficiently.
Public Impact
Ensures continuity of critical communication channels for immigration enforcement and removal operations. Supports the operational efficiency of the Department of Homeland Security's U.S. Immigration and Customs Enforcement. Provides essential contact center services to manage inquiries and operations related to ERO.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for increased call volume impacting service levels.
- Dependence on a single vendor for critical operational support.
Positive Signals
- Awarded through full and open competition.
- Clear defined period of performance.
- Firm Fixed Price contract type provides cost certainty.
Sector Analysis
The IT services sector, particularly call center operations, is a common area of government contracting. Spending benchmarks for similar services vary widely based on complexity and volume, but this award falls within a typical range for specialized support.
Small Business Impact
The data indicates this contract was not set aside for small businesses and the awardee, Salient CRGT, Inc., is not identified as a small business. Therefore, there is no direct small business participation evident in this specific award.
Oversight & Accountability
The award was made by U.S. Immigration and Customs Enforcement (ICE) under the Department of Homeland Security. Oversight will involve monitoring the contractor's performance against the task order requirements and ensuring compliance with contract terms.
Related Government Programs
- Other Computer Related Services
- Department of Homeland Security Contracting
- U.S. Immigration and Customs Enforcement Programs
Risk Flags
- Potential for service degradation if call volumes exceed projections.
- Reliance on a single vendor for critical operational communications.
- Need for robust performance monitoring to ensure quality.
- Risk of vendor-specific knowledge loss upon contract expiration.
Tags
other-computer-related-services, department-of-homeland-security, ca, delivery-order, 1m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $7.9 million to SALIENT CRGT, INC.. THE PURPOSE OF THIS TASK ORDER IS TO ACQUIRE CALL CENTER SERVICES FOR THE ENFORCEMENT AND REMOVAL OPERATIONS (ERO) CONTACT CENTER OF OPERATIONS (ECCO)
Who is the contractor on this award?
The obligated recipient is SALIENT CRGT, INC..
Which agency awarded this contract?
Awarding agency: Department of Homeland Security (U.S. Immigration and Customs Enforcement).
What is the total obligated amount?
The obligated amount is $7.9 million.
What is the period of performance?
Start: 2025-09-05. End: 2026-09-04.
What are the key performance indicators (KPIs) for the call center services and how will they be monitored to ensure service quality?
Key performance indicators likely include call answer rates, average handling time, customer satisfaction scores, and first-call resolution rates. Monitoring these KPIs is crucial for ensuring the contractor meets the service level agreements defined in the task order. The government contracting officer and technical representatives will track these metrics regularly to assess performance and address any deficiencies promptly.
What is the contingency plan if Salient CRGT, Inc. fails to meet its contractual obligations or experiences service disruptions?
Contingency plans typically involve defined remedies for contractor underperformance, such as service credits or termination for default. The government may also have pre-identified alternative vendors or internal capabilities to ensure continuity of essential services during a disruption. The contract's termination clauses and the government's ability to transition services are critical components of risk mitigation.
How does the pricing structure compare to industry standards for similar call center services, considering the specialized nature of ERO operations?
While a direct per-unit cost benchmark is not provided, the firm fixed-price structure suggests a defined cost for the entire service period. A thorough price analysis would have been conducted during the full and open competition to ensure the awarded price is fair and reasonable compared to other proposals and market rates for specialized government call center support.
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
Solicitation ID: 70CDCR25R00000006
Offers Received: 1
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 4000 LEGATO RD STE 600, FAIRFAX, VA, 22033
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $79,637,912
Exercised Options: $14,618,854
Current Obligation: $7,882,827
Subaward Activity
Number of Subawards: 1
Total Subaward Amount: $2,022,000
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: 70CTD022D00000013
IDV Type: IDC
Timeline
Start Date: 2025-09-05
Current End Date: 2026-09-04
Potential End Date: 2030-09-04 00:00:00
Last Modified: 2026-03-23
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