DHS Awards $14.6M for Call Center Support to Insight Technology Solutions, LLC
Contract Overview
Contract Amount: $14,638,011 ($14.6M)
Contractor: Insight Technology Solutions, LLC
Awarding Agency: Department of Homeland Security
Start Date: 2022-11-01
End Date: 2026-09-29
Contract Duration: 1,428 days
Daily Burn Rate: $10.3K/day
Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Number of Offers Received: 8
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: LEVEL 1 CALL CENTER SUPPORT SERVICES
Place of Performance
Location: VIENNA, FAIRFAX County, VIRGINIA, 22182
State: Virginia Government Spending
Plain-Language Summary
Department of Homeland Security obligated $14.6 million to INSIGHT TECHNOLOGY SOLUTIONS, LLC for work described as: LEVEL 1 CALL CENTER SUPPORT SERVICES Key points: 1. Contract awarded to Insight Technology Solutions, LLC for Level 1 Call Center Support. 2. The contract value is $14.6 million over its period of performance. 3. Competition method was 'Full and Open Competition After Exclusion of Sources'. 4. The contract falls under NAICS code 541512 (Computer Systems Design Services). 5. This is a Delivery Order under an existing contract.
Value Assessment
Rating: good
The contract value of $14.6 million appears reasonable for comprehensive call center support services over a multi-year period. Benchmarking against similar government contracts for IT support and customer service would provide a more precise assessment.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition, which generally promotes competitive pricing. The specific method 'after exclusion of sources' suggests a prior restriction was lifted, potentially impacting the initial price discovery.
Taxpayer Impact: Full and open competition is intended to secure the best value for taxpayers by encouraging multiple bidders to offer competitive prices.
Public Impact
Ensures continued support for critical U.S. Immigration and Customs Enforcement (ICE) operations. Provides essential IT services to facilitate communication and case management. Supports federal agency efficiency through outsourced call center functions.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for price creep if scope expands beyond initial requirements.
- Reliance on a single vendor for critical support functions.
- Need for ongoing performance monitoring to ensure service quality.
Positive Signals
- Awarded through full and open competition.
- Firm Fixed Price contract type helps control costs.
- Long-term contract provides stability for service delivery.
Sector Analysis
This contract falls within the IT services sector, specifically computer systems design. Government spending in this area is substantial, supporting agency operations and modernization efforts. Benchmarks for similar IT support contracts can vary widely based on scope and complexity.
Small Business Impact
The data indicates this contract was not awarded to a small business (ss: false, sb: false). Further analysis would be needed to determine if small businesses were subcontractors or if opportunities were missed.
Oversight & Accountability
The contract is managed by the Department of Homeland Security (DHS) and specifically by U.S. Immigration and Customs Enforcement (ICE). Oversight would involve monitoring vendor performance against contract requirements and ensuring adherence to federal procurement regulations.
Related Government Programs
- Computer Systems Design Services
- Department of Homeland Security Contracting
- U.S. Immigration and Customs Enforcement Programs
Risk Flags
- Limited competition due to 'exclusion of sources'.
- Potential for scope creep impacting cost.
- No small business participation indicated.
- Reliance on a single vendor for critical support.
Tags
computer-systems-design-services, department-of-homeland-security, va, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $14.6 million to INSIGHT TECHNOLOGY SOLUTIONS, LLC. LEVEL 1 CALL CENTER SUPPORT SERVICES
Who is the contractor on this award?
The obligated recipient is INSIGHT TECHNOLOGY SOLUTIONS, LLC.
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 $14.6 million.
What is the period of performance?
Start: 2022-11-01. End: 2026-09-29.
What specific services are included in 'Level 1 Call Center Support' and how do they align with ICE's mission needs?
Level 1 support typically involves initial point of contact for users, troubleshooting common issues, providing information, and escalating complex problems. For ICE, this could include support for internal systems, public-facing inquiries, or specific application assistance. The alignment depends on the defined scope, ensuring it directly contributes to ICE's operational efficiency and mission objectives without creating unnecessary dependencies.
How did the 'exclusion of sources' clause impact the competitive landscape and final pricing?
Excluding specific sources can limit the pool of potential bidders, potentially reducing competition and leading to higher prices than a truly open market. However, if the exclusion was justified (e.g., based on unique capabilities or prior performance), it might have been necessary to ensure specialized needs were met. The impact on pricing would depend on the number and competitiveness of the remaining bidders.
What mechanisms are in place to ensure the 'Firm Fixed Price' contract remains cost-effective throughout its duration?
A Firm Fixed Price (FFP) contract establishes a set price regardless of the contractor's actual costs. Cost-effectiveness is maintained through clear scope definition, robust performance monitoring, and strict change control processes. Any deviation from the original scope would require formal modification and potentially re-negotiation, ensuring that increased costs are justified and approved.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Computer Systems Design Services
Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › IT AND TELECOM - END USER
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Offers Received: 8
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: Insight Enterprises Inc
Address: 17251 MELFORD BLVD STE 100, BOWIE, MD, 20715
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Small Business, Special Designations, Subchapter S Corporation, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business
Financial Breakdown
Contract Ceiling: $18,571,996
Exercised Options: $14,638,011
Current Obligation: $14,638,011
Actual Outlays: $10,449,148
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED
Parent Contract
Parent Award PIID: 75N98120D00163
IDV Type: GWAC
Timeline
Start Date: 2022-11-01
Current End Date: 2026-09-29
Potential End Date: 2027-09-29 00:00:00
Last Modified: 2026-02-03
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