DHS Awards $45.6M for USCIS Contact Center Services to AT&T

Contract Overview

Contract Amount: $45,557,633 ($45.6M)

Contractor: AT&T Enterprises, LLC

Awarding Agency: Department of Homeland Security

Start Date: 2022-09-30

End Date: 2026-09-27

Contract Duration: 1,458 days

Daily Burn Rate: $31.2K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 4

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: USCIS HAS A REQUIREMENT FOR ENTERPRISE CONTACT CENTER SERVICES WHICH WILL SUPPORT USCIS'S MISSION BY FACILITATING AND PROVIDING THE CRITICAL COMMUNICATION ABILITY WITH ALL INTERNAL AND EXTERNAL CUSTOMERS.

Place of Performance

Location: CAMP SPRINGS, HOWARD County, MARYLAND, 20588

State: Maryland Government Spending

Plain-Language Summary

Department of Homeland Security obligated $45.6 million to AT&T ENTERPRISES, LLC for work described as: USCIS HAS A REQUIREMENT FOR ENTERPRISE CONTACT CENTER SERVICES WHICH WILL SUPPORT USCIS'S MISSION BY FACILITATING AND PROVIDING THE CRITICAL COMMUNICATION ABILITY WITH ALL INTERNAL AND EXTERNAL CUSTOMERS. Key points: 1. Contract supports critical USCIS communication needs for internal and external customers. 2. AT&T Enterprises, LLC is the awardee for these enterprise contact center services. 3. The contract has a firm-fixed-price structure with a duration of nearly four years. 4. This award falls under the Wired Telecommunications Carriers sector.

Value Assessment

Rating: good

The contract value of $45.6 million over approximately four years appears reasonable for enterprise-level contact center services. Benchmarking against similar large-scale government contact 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, suggesting a robust price discovery process. This method generally leads to more competitive pricing for the government.

Taxpayer Impact: The use of full and open competition is expected to yield a fair price, maximizing taxpayer value for essential communication services.

Public Impact

Ensures continued critical communication for USCIS customers, impacting immigrants and stakeholders. Supports the operational efficiency of USCIS by providing reliable contact center infrastructure. The award to AT&T, a major telecommunications provider, indicates a focus on established service delivery.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for vendor lock-in if services are highly specialized.
Reliance on a single vendor for critical communication infrastructure.

Positive Signals

Awarded via full and open competition.
Firm-fixed-price contract provides cost certainty.
Long-term contract ensures service continuity.

Sector Analysis

This contract falls within the Wired Telecommunications Carriers sector, supporting essential communication infrastructure. Spending in this sector is crucial for government operations, with benchmarks varying widely based on service scope and scale.

Small Business Impact

The data indicates this contract was not set aside for small businesses and the awardee is AT&T, a large corporation. There is no explicit mention of small business participation in this specific award.

Oversight & Accountability

The contract was awarded through full and open competition, suggesting a degree of oversight in the procurement process. Further review of the solicitation and award documentation would clarify specific oversight mechanisms.

Related Government Programs

Wired Telecommunications Carriers
Department of Homeland Security Contracting
U.S. Citizenship and Immigration Services Programs

Risk Flags

Potential for service disruption if vendor faces financial or operational issues.
Scalability challenges if USCIS needs fluctuate significantly beyond contract provisions.
Dependence on vendor's cybersecurity practices to protect sensitive USCIS data.
Risk of cost overruns if contract terms are not precisely defined for all service aspects.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $45.6 million to AT&T ENTERPRISES, LLC. USCIS HAS A REQUIREMENT FOR ENTERPRISE CONTACT CENTER SERVICES WHICH WILL SUPPORT USCIS'S MISSION BY FACILITATING AND PROVIDING THE CRITICAL COMMUNICATION ABILITY WITH ALL INTERNAL AND EXTERNAL CUSTOMERS.

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 (U.S. Citizenship and Immigration Services).

What is the total obligated amount?

The obligated amount is $45.6 million.

What is the period of performance?

Start: 2022-09-30. End: 2026-09-27.

What specific performance metrics are included in the contract to ensure service quality and efficiency for USCIS customers?

The provided data does not detail specific performance metrics. However, for enterprise contact center services, typical metrics would include call answer rates, average handling time, customer satisfaction scores, and first-call resolution rates. These are crucial for ensuring the effectiveness of the communication services and would likely be outlined in the contract's statement of work.

Are there any identified risks associated with AT&T's ability to meet the evolving technological needs of USCIS's contact center?

While AT&T is a major provider, potential risks could include the pace of technological adoption and integration with USCIS's existing systems. The contract's duration suggests a need for ongoing technological refresh and adaptation to ensure it remains effective. A thorough risk assessment would examine AT&T's roadmap for innovation in contact center technology.

How does the pricing structure compare to industry standards for similar government contact center outsourcing contracts?

The firm-fixed-price structure provides cost certainty for the government. Without specific details on service levels and call volumes, a direct comparison is difficult. However, the $45.6 million value over nearly four years suggests a significant investment, and benchmarking against similar government contracts would be necessary to assess its competitiveness and value for money.

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 - DELIVERY

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 70SBUR22R00000004

Offers Received: 4

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: $82,792,419

Exercised Options: $45,904,950

Current Obligation: $45,557,633

Actual Outlays: $27,154,156

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