FEMA's $35.8M BPA Call Order for Disaster Response Contact Center Services
Contract Overview
Contract Amount: $35,826,417 ($35.8M)
Contractor: Maximus Federal Services, Inc.
Awarding Agency: Department of Homeland Security
Start Date: 2024-06-12
End Date: 2025-03-09
Contract Duration: 270 days
Daily Burn Rate: $132.7K/day
Competition Type: FULL AND OPEN COMPETITION
Pricing Type: LABOR HOURS
Sector: Other
Official Description: THE PURPOSE OF THIS REQUIREMENT IS TO ESTABLISH A CALL ORDER AGAINST FEMAS BPA OUTSOURCED CONTACT CENTER CONTRACT IN SUPPORT OF FEMAS DECLARED DISASTER RESPONSE THROUGHOUT THE UNITED STATES.
Place of Performance
Location: MCLEAN, FAIRFAX County, VIRGINIA, 22102
State: Virginia Government Spending
Plain-Language Summary
Department of Homeland Security obligated $35.8 million to MAXIMUS FEDERAL SERVICES, INC. for work described as: THE PURPOSE OF THIS REQUIREMENT IS TO ESTABLISH A CALL ORDER AGAINST FEMAS BPA OUTSOURCED CONTACT CENTER CONTRACT IN SUPPORT OF FEMAS DECLARED DISASTER RESPONSE THROUGHOUT THE UNITED STATES. Key points: 1. Spending supports critical disaster response operations. 2. Contract awarded to Maximus Federal Services, Inc. 3. Full and open competition was utilized. 4. Potential for high taxpayer impact due to disaster scale.
Value Assessment
Rating: good
The contract is a BPA Call Order, suggesting pre-negotiated rates. The total award of $35.8M over 270 days indicates significant operational scale. Benchmarking against similar large-scale contact center support contracts is recommended.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition, allowing multiple vendors to bid. This method generally promotes competitive pricing and ensures the government receives best value.
Taxpayer Impact: Taxpayer funds are used to support essential disaster response services, aiming for efficient and effective aid delivery.
Public Impact
Ensures timely communication and support for disaster-affected individuals. Supports FEMA's mission to provide disaster relief and recovery. Facilitates coordination between federal agencies and the public during crises.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for cost overruns if disaster scope expands significantly.
- Reliance on a single BPA call order for critical response.
Positive Signals
- Supports a vital government function.
- Awarded through competitive process.
Sector Analysis
This contract falls within the IT and administrative support sector, specifically contact center operations. Spending benchmarks for similar disaster response support contracts can vary widely based on the scale and duration of declared disasters.
Small Business Impact
The data indicates this contract was not set aside for small businesses. Further analysis would be needed to determine if small business participation was encouraged or subcontracted.
Oversight & Accountability
Oversight is likely managed by FEMA to ensure service delivery meets disaster response needs. Accountability for performance and cost would be tied to the BPA and call order terms.
Related Government Programs
- Telemarketing Bureaus and Other Contact Centers
- Department of Homeland Security Contracting
- Federal Emergency Management Agency Programs
Risk Flags
- Potential for cost overruns due to disaster unpredictability.
- Reliance on a single BPA call order for critical function.
- Lack of specific performance metrics in provided data.
- Limited insight into small business participation.
Tags
telemarketing-bureaus-and-other-contact-, department-of-homeland-security, va, bpa-call, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $35.8 million to MAXIMUS FEDERAL SERVICES, INC.. THE PURPOSE OF THIS REQUIREMENT IS TO ESTABLISH A CALL ORDER AGAINST FEMAS BPA OUTSOURCED CONTACT CENTER CONTRACT IN SUPPORT OF FEMAS DECLARED DISASTER RESPONSE THROUGHOUT THE UNITED STATES.
Who is the contractor on this award?
The obligated recipient is MAXIMUS FEDERAL SERVICES, INC..
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 $35.8 million.
What is the period of performance?
Start: 2024-06-12. End: 2025-03-09.
What is the expected volume of calls and service level agreements for this contract?
The provided data does not specify the expected call volume or detailed service level agreements. These metrics are crucial for assessing the contract's efficiency and ensuring FEMA can effectively manage disaster-related inquiries and support requests.
How does the pricing structure compare to industry standards for similar disaster response contact center services?
Without specific pricing details beyond the total award, a direct comparison is difficult. However, the labor hour pricing model is common. Benchmarking against historical FEMA contracts or similar agency procurements for disaster support would provide better insight into its competitiveness.
What mechanisms are in place to manage scope creep and ensure cost control given the unpredictable nature of disaster response?
The contract is a BPA Call Order, which implies pre-negotiated terms. However, FEMA likely has internal processes for scope management and budget oversight. Clear task orders and change control procedures are essential to prevent uncontrolled cost increases.
Industry Classification
NAICS: Administrative and Support and Waste Management and Remediation Services › Business Support Services › Telemarketing Bureaus and Other Contact Centers
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › MANAGEMENT SUPPORT SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Solicitation ID: 70FBTX24Q00000008
Pricing Type: LABOR HOURS (Z)
Evaluated Preference: NONE
Contractor Details
Address: 1600 TYSONS BLVD STE 300, MCLEAN, VA, 22102
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $35,826,417
Exercised Options: $35,826,417
Current Obligation: $35,826,417
Actual Outlays: $35,826,417
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: 70FBTX21A00000003
IDV Type: BPA
Timeline
Start Date: 2024-06-12
Current End Date: 2025-03-09
Potential End Date: 2025-09-10 00:00:00
Last Modified: 2025-09-09
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