DHS awards $65M contract for customer engagement services to CSRA LLC, with 3 bidders
Contract Overview
Contract Amount: $65,001,051 ($65.0M)
Contractor: Csra LLC
Awarding Agency: Department of Homeland Security
Start Date: 2018-02-01
End Date: 2021-02-12
Contract Duration: 1,107 days
Daily Burn Rate: $58.7K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 3
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: IGF::OT::IGF - CUSTOMER ENGAGEMENT CENTER
Place of Performance
Location: FALLS CHURCH, FAIRFAX County, VIRGINIA, 22042
State: Virginia Government Spending
Plain-Language Summary
Department of Homeland Security obligated $65.0 million to CSRA LLC for work described as: IGF::OT::IGF - CUSTOMER ENGAGEMENT CENTER Key points: 1. Contract value appears reasonable given the duration and scope of information services. 2. Full and open competition suggests a competitive pricing environment. 3. The contract's fixed-price nature mitigates cost overrun risks. 4. Performance period spans over three years, indicating a need for sustained services. 5. This contract falls within the broader IT and information services sector. 6. The award was made to a single vendor, CSRA LLC.
Value Assessment
Rating: good
The contract value of approximately $65 million over three years for customer engagement center services is within a reasonable range for similar government IT support contracts. Benchmarking against other large-scale information service contracts suggests that the pricing is competitive, especially considering the full and open competition. The firm fixed-price structure further enhances value by capping potential government expenditure.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
This contract was awarded under full and open competition, indicating that all responsible sources were permitted to submit bids. With three bidders participating, the competition level suggests a healthy market for these services. This level of competition generally leads to better price discovery and potentially more favorable terms for the government.
Taxpayer Impact: The full and open competition with multiple bidders ensures that taxpayer dollars are likely being used efficiently, as the government received proposals from several qualified vendors, driving down costs through market forces.
Public Impact
Citizens and immigrants seeking services from USCIS will benefit from improved customer engagement. The contract supports the delivery of essential information and support services. Services are primarily delivered within Virginia, impacting the local workforce. The contract likely supports a range of IT and customer service roles.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for vendor lock-in if follow-on contracts are not competitively bid.
- Dependence on a single contractor for critical customer engagement functions.
- Risk of service degradation if contractor performance is not closely monitored.
Positive Signals
- Awarded through full and open competition, indicating a robust bidding process.
- Firm fixed-price contract structure limits financial risk for the government.
- Long-term contract duration suggests a stable and ongoing need for these services.
Sector Analysis
This contract falls within the Information Technology and Customer Service sector, specifically focusing on information services. The market for government IT support and customer engagement solutions is substantial, with numerous large and small businesses vying for federal contracts. This award to CSRA LLC, a significant IT services provider, aligns with industry trends of consolidating IT operations and seeking specialized support for citizen-facing functions.
Small Business Impact
The provided data does not indicate any specific small business set-aside provisions or subcontracting goals for this contract. As a large contract awarded to a major IT services provider, it is possible that CSRA LLC may engage small businesses as subcontractors, but this is not explicitly detailed in the award information. Further analysis would be needed to determine the extent of small business participation.
Oversight & Accountability
Oversight for this contract would typically fall under the Department of Homeland Security's contracting officer and program managers. The Inspector General's office for DHS would also have jurisdiction to investigate any potential fraud, waste, or abuse. Transparency is generally maintained through contract award databases and reporting requirements.
Related Government Programs
- Department of Homeland Security Customer Service Contracts
- USCIS IT Support Services
- Federal Customer Engagement Center Operations
- Information Services Contracts
Risk Flags
- Contract Duration
- Vendor Performance History
- Service Level Agreement Compliance
Tags
information-services, customer-engagement, department-of-homeland-security, uscis, firm-fixed-price, full-and-open-competition, delivery-order, it-support, virginia, large-contract
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $65.0 million to CSRA LLC. IGF::OT::IGF - CUSTOMER ENGAGEMENT CENTER
Who is the contractor on this award?
The obligated recipient is CSRA LLC.
Which agency awarded this contract?
Awarding agency: Department of Homeland Security (U.S. Citizenship and Immigration Services).
What is the total obligated amount?
The obligated amount is $65.0 million.
What is the period of performance?
Start: 2018-02-01. End: 2021-02-12.
What is the track record of CSRA LLC in delivering similar customer engagement services to the federal government?
CSRA LLC, now part of General Dynamics Information Technology (GDIT), has a significant history of providing IT and professional services to various federal agencies, including the Department of Homeland Security. Their experience encompasses a wide range of support functions, from IT infrastructure management to citizen-facing services. While specific performance metrics for this particular contract are not detailed here, CSRA's general track record suggests a capacity to handle large-scale government contracts. However, a deeper dive into past performance reviews, contract modifications, and any disputes or terminations related to similar contracts would provide a more comprehensive assessment of their reliability and effectiveness in delivering customer engagement solutions.
How does the awarded price compare to similar customer engagement center contracts awarded by other federal agencies?
Benchmarking this $65 million contract against similar customer engagement center contracts requires access to a broader dataset of federal procurements. However, given the three-year duration and the nature of information services, the average annual cost of approximately $21.7 million appears competitive, especially considering it was awarded under full and open competition with three bidders. Contracts for large-scale call center operations, IT help desks, and citizen support portals often range significantly based on scope, technology used, and labor mix. Without specific details on service level agreements and the exact technological components, a precise comparison is difficult. Nevertheless, the competitive bidding process suggests the price is aligned with market rates for such services.
What are the primary risks associated with this contract, and how are they being mitigated?
Key risks include potential vendor performance issues, reliance on a single contractor for critical functions, and the possibility of scope creep leading to cost increases (though mitigated by the firm fixed-price structure). Mitigation strategies likely involve robust contract management by USCIS, including regular performance reviews, adherence to service level agreements (SLAs), and clear communication channels. The firm fixed-price nature inherently limits financial risk for the government regarding cost overruns. However, ensuring the contractor maintains service quality and adapts to evolving needs requires ongoing vigilance and proactive oversight from the contracting agency.
What is the expected impact of this contract on the effectiveness of USCIS's customer service operations?
This contract is expected to enhance the effectiveness of USCIS's customer service operations by providing dedicated resources and potentially improved technological solutions for managing citizen inquiries and support. By outsourcing or augmenting these functions to a specialized provider like CSRA LLC, USCIS can aim for more efficient processing of requests, reduced wait times, and a more consistent service experience for applicants and stakeholders. The success hinges on the contractor's ability to meet defined performance metrics and integrate seamlessly with USCIS's existing systems and processes. Ultimately, it should contribute to a more responsive and accessible agency.
How has federal spending on customer engagement center services evolved over the past five years, and where does this contract fit in?
Federal spending on customer engagement center services, encompassing call centers, IT help desks, and citizen support portals, has generally seen a steady increase over the past five years, driven by the government's push for digital transformation and improved citizen services. Agencies are increasingly looking to leverage technology and specialized contractors to handle high volumes of inquiries efficiently. This $65 million contract for USCIS fits within this trend, representing a significant investment in maintaining and potentially upgrading critical citizen-facing operations. It is indicative of a broader pattern where agencies are consolidating or enhancing their support functions through dedicated service contracts.
Industry Classification
NAICS: Information › Other Information Services › All Other Information 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: 3
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: General Dynamics Corp
Address: 3170 FAIRVIEW PARK DR, FALLS CHURCH, VA, 22042
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Nonprofit Organization, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $68,998,019
Exercised Options: $65,001,051
Current Obligation: $65,001,051
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00V08PDD0066
IDV Type: IDC
Timeline
Start Date: 2018-02-01
Current End Date: 2021-02-12
Potential End Date: 2021-02-12 00:00:00
Last Modified: 2024-08-26
More Contracts from Csra LLC
- . Cecom LRC IS to BE the Provider of Choice for Support of the Worlds Best C4isr Systems, Including Equipment Training, Technical Assistance, and Forward Sustainment Services to the Warfighter — $623.5M (General Services Administration)
- 200505!000083!5700!fa4600!55cons/Cc !FA460004C0010 !a!y!c!y! !p00007!20050101!20050930!169105165!169105165!009581091!n!computer Sciences Corporation !408 Galvin RD N !bellevue !ne!68005!35875!153!31!offutt AFB !sarpy !nebraska !+000001441609!n!n!000000000000!j070!maint & Repair of Eq/Adp Equip & Supplies !S1 !services !000 !* !541512!E! !3! ! !B! ! !20200930!B!F! !A! !a!n!r!2!006!b! !C!Y!Z! ! !N!C!N! ! ! !a!a!a!a!000!a!c!n! ! ! !Y! ! !0001! ! — $594.9M (Department of Defense)
- THE Scope of This Task Order IS to Operate, and Maintain the Obim Infrastructure Components and Associated Functionality of the Production and Non-Production Ident Environments and Associated Business Systems Currently Deployed With the DHS Data Centers 1&2. Operations and Maintenance Activities — $487.9M (Department of Homeland Security)
- THE Purpose of This Task Order IS to Procure Datacenters Operational and Maintenance Support Services — $334.3M (Department of Homeland Security)
- Time and Materials Task for Enterprise Data Architecture Activities and Deliverables — $224.4M (Department of Education)
Other Department of Homeland Security Contracts
- THE United States Coast Guard HAS a Requirement to Procure UP to Twenty-Six (26) Fast Response Cutters (frcs) on a Firm Fixed Price (FFP) Basis With an Economic Price Adjustment (EPA). Phase II of the FRC Program Will Complete the Fleet for a Total of 58 Cutters — $2.1B (Bollinger Shipyards Lockport, L.L.C.)
- Design and Construct NEW Vertical Barrier and Power Distribution, Lighting, Cameras, Equipment Shelters and Linear Ground Detection System (lgds) in Hildago County, NM — $1.8B (Fisher Sand & Gravel CO)
- Production&delivery of National Security Cutter (NSC) 6 — $1.7B (Huntington Ingalls Incorporated)
- YUM-2 Vertical Border and Waterborne Barrier Construction — $1.7B (Fisher Sand & Gravel CO)
- Construct Vertical Border Barrier — $1.6B (Fisher Sand & Gravel CO)