HUD Awards $4.9M for Voice of Customer Experience Tool to Katmai Management Services LLC

Contract Overview

Contract Amount: $4,947,374 ($4.9M)

Contractor: Katmai Management Services LLC

Awarding Agency: Department of Housing and Urban Development

Start Date: 2022-09-30

End Date: 2026-09-29

Contract Duration: 1,460 days

Daily Burn Rate: $3.4K/day

Competition Type: NOT COMPETED UNDER SAP

Number of Offers Received: 1

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: THE PURPOSE OF THIS CONTRACT IS FOR THE VOICE OF CUSTOMER EXPERIENCE VOC TOOL WITH A 12 MONTH BASE PERIOD AND FOUR 12 MONTH OPTION PERIODS.

Place of Performance

Location: ANCHORAGE, ANCHORAGE County, ALASKA, 99515

State: Alaska Government Spending

Plain-Language Summary

Department of Housing and Urban Development obligated $4.9 million to KATMAI MANAGEMENT SERVICES LLC for work described as: THE PURPOSE OF THIS CONTRACT IS FOR THE VOICE OF CUSTOMER EXPERIENCE VOC TOOL WITH A 12 MONTH BASE PERIOD AND FOUR 12 MONTH OPTION PERIODS. Key points: 1. Contract awarded for a Voice of Customer Experience (VOC) tool. 2. The contract has a 12-month base period and four 12-month option periods. 3. Awarded to Katmai Management Services LLC. 4. The agency is the Department of Housing and Urban Development (HUD). 5. The NAICS code is 541519 (Other Computer Related Services).

Value Assessment

Rating: fair

The contract value is $4,947,373.90 for a duration of 5 years. Without specific benchmarks for VOC tools or comparable contracts, assessing the pricing is difficult. However, the duration suggests a significant investment.

Cost Per Unit: N/A

Competition Analysis

Competition Level: limited

The contract was not competed under Simplified Acquisition Procedures (SAP), indicating it likely exceeded the threshold for full and open competition but was not competed broadly. This limited competition may impact price discovery and potentially lead to higher costs.

Taxpayer Impact: Taxpayer funds are being used for this contract. The lack of broad competition raises questions about whether the best possible price was secured for the government.

Public Impact

Enhances understanding of constituent needs through a VOC tool. Supports HUD's mission by improving service delivery based on feedback. Potential for improved program effectiveness through data-driven insights.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Limited competition raises cost concerns.
Lack of detailed performance metrics in provided data.
Potential for vendor lock-in with a 5-year contract.

Positive Signals

Addresses a clear need for customer feedback.
Long-term contract provides stability for service delivery.
Firm Fixed Price contract provides cost certainty.

Sector Analysis

The contract falls under 'Other Computer Related Services' (NAICS 541519). Spending in this sector is substantial, with agencies increasingly investing in technology to improve citizen engagement and operational efficiency. Benchmarks for similar VOC tools vary widely based on scope and features.

Small Business Impact

The contract was awarded to Katmai Management Services LLC, and it is noted that the award was not set-aside for small businesses (SB: false). Further analysis would be needed to determine if small businesses were subcontracting opportunities.

Oversight & Accountability

The contract is a definitive contract awarded by HUD. Oversight would typically involve contract officers, program managers, and potentially inspectors general to ensure performance and proper use of funds.

Related Government Programs

Other Computer Related Services
Department of Housing and Urban Development Contracting
Department of Housing and Urban Development Programs

Risk Flags

Limited competition may result in higher costs.
Lack of detailed scope of work and performance metrics.
Potential for vendor lock-in over the contract's 5-year duration.
No indication of small business participation.

Frequently Asked Questions

What is this federal contract paying for?

Department of Housing and Urban Development awarded $4.9 million to KATMAI MANAGEMENT SERVICES LLC. THE PURPOSE OF THIS CONTRACT IS FOR THE VOICE OF CUSTOMER EXPERIENCE VOC TOOL WITH A 12 MONTH BASE PERIOD AND FOUR 12 MONTH OPTION PERIODS.

Who is the contractor on this award?

The obligated recipient is KATMAI MANAGEMENT SERVICES LLC.

Which agency awarded this contract?

Awarding agency: Department of Housing and Urban Development (Department of Housing and Urban Development).

What is the total obligated amount?

The obligated amount is $4.9 million.

What is the period of performance?

Start: 2022-09-30. End: 2026-09-29.

What specific functionalities does the VOC tool offer, and how do they align with HUD's strategic goals for constituent engagement?

The provided data does not detail the specific functionalities of the Voice of Customer Experience (VOC) tool. To assess its value, it's crucial to understand if it captures feedback through various channels (surveys, social media, direct input), analyzes sentiment, identifies trends, and provides actionable insights. Alignment with HUD's goals would depend on whether these features directly contribute to improving housing services, program accessibility, and overall constituent satisfaction.

What is the justification for not competing this contract more broadly, and what measures are in place to mitigate potential cost overruns?

The justification for limited competition is not provided in the data. Typically, this might stem from unique capabilities, urgent needs, or specific requirements. To mitigate cost overruns, HUD should ensure robust contract management, performance monitoring against clear deliverables, and potentially include price adjustment clauses tied to performance or market rates if applicable. Regular reviews of the vendor's pricing structure against industry standards are also advisable.

How will the effectiveness of the VOC tool be measured to ensure it delivers tangible improvements in HUD's service delivery and constituent satisfaction?

The effectiveness of the VOC tool should be measured through key performance indicators (KPIs) directly linked to HUD's objectives. This could include metrics such as response rates to feedback mechanisms, improvements in constituent satisfaction scores over time, reduction in complaint resolution times, and the successful implementation of changes based on VOC insights. Regular reporting and analysis by HUD program managers will be essential to track progress and demonstrate ROI.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Other Computer Related Services

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

Competition & Pricing

Extent Competed: NOT COMPETED UNDER SAP

Solicitation Procedures: SIMPLIFIED ACQUISITION

Solicitation ID: 86614922R00013

Offers Received: 1

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 11001 OMALLEY CENTRE DR, ANCHORAGE, AK, 99515

Business Categories: 8(a) Program Participant, Alaskan Native Corporation Owned Firm, Category Business, Corporate Entity Not Tax Exempt, Limited Liability Corporation, Minority Owned Business, Native American Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, Tribally Owned Firm, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $5,818,374

Exercised Options: $4,947,374

Current Obligation: $4,947,374

Actual Outlays: $4,740,325

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Cost or Pricing Data: NO

Timeline