FEMA Spends $30.3M on AT&T for Contact Center Modernization, Awarded via Full and Open Competition

Contract Overview

Contract Amount: $30,272,852 ($30.3M)

Contractor: AT&T Enterprises, LLC

Awarding Agency: Department of Homeland Security

Start Date: 2021-09-22

End Date: 2026-04-21

Contract Duration: 1,672 days

Daily Burn Rate: $18.1K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 1

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: FEMA CONTACT CENTER CAPABILITY MODERNIZATION PROGRAM

Place of Performance

Location: WASHINGTON, DISTRICT OF COLUMBIA County, DISTRICT OF COLUMBIA, 20472

State: District of Columbia Government Spending

Plain-Language Summary

Department of Homeland Security obligated $30.3 million to AT&T ENTERPRISES, LLC for work described as: FEMA CONTACT CENTER CAPABILITY MODERNIZATION PROGRAM Key points: 1. Significant investment in modernizing FEMA's contact center capabilities. 2. AT&T Enterprises, LLC is the sole awardee for this delivery order. 3. The contract runs for nearly five years, indicating a long-term need. 4. Wired Telecommunications Carriers (NAICS 517110) is the relevant sector.

Value Assessment

Rating: fair

The total award value is $30.3M. Without specific unit costs or detailed service breakdowns, a direct pricing comparison is difficult. However, the duration and scope suggest a substantial but potentially reasonable investment for modernizing critical infrastructure.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, suggesting a competitive bidding process. This method generally promotes price discovery and can lead to better value for the government.

Taxpayer Impact: Taxpayers benefit from a competitive process that aims to secure the best possible price for essential contact center modernization services.

Public Impact

Improved disaster response communication for citizens. Enhanced efficiency and reliability of FEMA's public outreach. Modernized infrastructure to handle increased call volumes during emergencies.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Lack of specific performance metrics in provided data.
Potential for vendor lock-in with a single provider for an extended period.

Positive Signals

Modernization of critical public service infrastructure.
Awarded through a competitive process.

Sector Analysis

This contract falls within the Wired Telecommunications Carriers sector, essential for government communication infrastructure. Spending benchmarks for similar large-scale telecommunications modernization programs can vary widely based on scope and technology.

Small Business Impact

The data does not indicate any specific set-asides for small businesses in this contract award. Larger telecommunications contracts often involve prime contractors who may then subcontract to smaller entities.

Oversight & Accountability

The contract is managed by the Department of Homeland Security, specifically FEMA. Oversight would involve monitoring AT&T's performance against contract requirements and ensuring timely delivery of modernized capabilities.

Related Government Programs

Wired Telecommunications Carriers
Department of Homeland Security Contracting
Federal Emergency Management Agency Programs

Risk Flags

Contract duration is nearly five years.
No specific small business participation noted.
Performance metrics not detailed in the award data.
Reliance on a single vendor for critical infrastructure.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $30.3 million to AT&T ENTERPRISES, LLC. FEMA CONTACT CENTER CAPABILITY MODERNIZATION PROGRAM

Who is the contractor on this award?

The obligated recipient is AT&T ENTERPRISES, LLC.

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (Federal Emergency Management Agency).

What is the total obligated amount?

The obligated amount is $30.3 million.

What is the period of performance?

Start: 2021-09-22. End: 2026-04-21.

What specific performance improvements are expected from this modernization program, and how will they be measured?

The modernization program is expected to yield improvements in call handling times, system uptime, data security, and the ability to integrate new communication channels. Key performance indicators (KPIs) should be established to measure metrics such as average speed of answer, call abandonment rate, customer satisfaction scores, and system availability. Regular performance reviews will be crucial to ensure these improvements are realized and that the investment delivers tangible benefits to citizens interacting with FEMA.

What are the potential risks associated with a five-year contract for telecommunications infrastructure, and how are they mitigated?

Risks include technological obsolescence, vendor performance issues, and potential cost overruns if not managed tightly. Mitigation strategies involve clearly defined service level agreements (SLAs), performance-based payment structures, regular contract reviews, and contingency planning for service disruptions. FEMA should also maintain flexibility to adapt to evolving technological standards and ensure AT&T remains competitive throughout the contract duration.

How does this investment align with FEMA's overall mission effectiveness, particularly during disaster events?

This investment is critical for FEMA's mission effectiveness, especially during disaster events when communication is paramount. A modernized contact center ensures that citizens can reach FEMA for assistance efficiently and reliably, regardless of the volume of inquiries. Enhanced capabilities can improve information dissemination, streamline aid applications, and provide better support to affected populations, directly contributing to FEMA's ability to respond and recover.

Industry Classification

NAICS: Information › Wired and Wireless Telecommunications (except Satellite) › Wired Telecommunications Carriers

Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › IT AND TELECOM - NETWORK

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 70FA3021Q00000070

Offers Received: 1

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: Tyto Athene, LLC

Address: 4807 STONECROFT BLVD, CHANTILLY, VA, 20151

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: $31,241,426

Exercised Options: $30,272,852

Current Obligation: $30,272,852

Actual Outlays: $12,169,070

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS00Q17NSD3000

IDV Type: IDC

Timeline