NARA Spends $13.9M on Salesforce ECRM Licenses, Awarded to GovSmart, Inc

Contract Overview

Contract Amount: $13,917,280 ($13.9M)

Contractor: Govsmart, Inc.

Awarding Agency: National Archives and Records Administration

Start Date: 2023-08-15

End Date: 2026-08-14

Contract Duration: 1,095 days

Daily Burn Rate: $12.7K/day

Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Number of Offers Received: 6

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: ENTERPRISE CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) SOFTWARE LICENSES (SALES FORCE).

Place of Performance

Location: COLLEGE PARK, PRINCE GEORGES County, MARYLAND, 20740

State: Maryland Government Spending

Plain-Language Summary

National Archives and Records Administration obligated $13.9 million to GOVSMART, INC. for work described as: ENTERPRISE CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) SOFTWARE LICENSES (SALES FORCE). Key points: 1. GovSmart, Inc. is the sole awardee for these Salesforce ECRM licenses. 2. The contract is for Enterprise Customer Relationship Management (ECRM) software licenses. 3. This award represents a significant investment in customer relationship management tools. 4. The contract duration is three years, ending in August 2026. 5. The total value is $13,917,280.25.

Value Assessment

Rating: fair

The per-unit cost is not explicitly provided, making direct comparison difficult. However, the total contract value of $13.9M over three years for ECRM software suggests a substantial investment, potentially higher than standard off-the-shelf solutions without customization or extensive support.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition after exclusion of sources. This method implies that multiple vendors were considered, but the specific reasons for excluding other sources and how price discovery was achieved are not detailed. The award to GovSmart, Inc. suggests they offered the best value under the competition parameters.

Taxpayer Impact: Taxpayers are funding the acquisition of essential ECRM software, aiming to improve government operations and constituent services. The cost effectiveness will depend on the realized benefits and efficiency gains from the software.

Public Impact

Improved constituent engagement and service delivery through enhanced CRM capabilities. Streamlined internal processes for managing citizen interactions and data. Potential for better data analysis and decision-making regarding citizen needs. Modernization of government IT infrastructure with cloud-based ECRM solutions.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Lack of detailed pricing breakdown for per-unit costs.
Limited transparency on the specific reasons for excluding other sources in the competition.
Potential for vendor lock-in with proprietary CRM software.

Positive Signals

Awarded under full and open competition, indicating a competitive process.
Addresses a critical need for modern customer relationship management.
Long-term contract provides stability for NARA's ECRM needs.

Sector Analysis

The IT sector, particularly software licensing, is characterized by rapid innovation and significant investment. Benchmarks for ECRM software vary widely based on features, user count, and support levels. This contract appears to be a substantial investment within the federal IT spending landscape.

Small Business Impact

The data indicates this contract was not awarded to small businesses, as the 'sb' field is false. Further analysis would be needed to determine if small businesses had opportunities to participate as subcontractors or if the scope of the requirement inherently favored larger providers.

Oversight & Accountability

Oversight will be crucial to ensure NARA maximizes the value of these ECRM licenses. Monitoring usage, performance, and adherence to contract terms by GovSmart, Inc. is essential for accountability and to prevent cost overruns or underutilization.

Related Government Programs

Other Computer Related Services
National Archives and Records Administration Contracting
National Archives and Records Administration Programs

Risk Flags

Potential for high cost without clear per-unit pricing.
Limited transparency on competition exclusion rationale.
Reliance on a single vendor's proprietary software.
Need for robust performance monitoring to ensure value.

Frequently Asked Questions

What is this federal contract paying for?

National Archives and Records Administration awarded $13.9 million to GOVSMART, INC.. ENTERPRISE CUSTOMER RELATIONSHIP MANAGEMENT (ECRM) SOFTWARE LICENSES (SALES FORCE).

Who is the contractor on this award?

The obligated recipient is GOVSMART, INC..

Which agency awarded this contract?

Awarding agency: National Archives and Records Administration (National Archives and Records Administration).

What is the total obligated amount?

The obligated amount is $13.9 million.

What is the period of performance?

Start: 2023-08-15. End: 2026-08-14.

What specific features and functionalities of the Salesforce ECRM software were deemed essential to justify the $13.9M investment, and how do these align with NARA's strategic goals?

The essential features likely include advanced case management, constituent communication tools, data analytics for service improvement, and integration capabilities with existing NARA systems. These functionalities are critical for modernizing citizen engagement, improving service delivery efficiency, and enabling data-driven decision-making to better serve the public and manage records effectively.

Given the 'full and open competition after exclusion of sources' award type, what was the rationale for excluding other potential vendors, and how was the best value determined?

The rationale for excluding other sources typically involves specific technical requirements, past performance, or unique capabilities that only certain vendors could meet. Best value determination likely involved a tradeoff analysis between price and non-price factors, such as technical approach, past performance, and schedule, to ensure NARA secured the most advantageous solution for its needs.

What is the projected return on investment (ROI) for this ECRM software, and how will its effectiveness be measured against NARA's operational objectives?

The projected ROI is expected to stem from increased operational efficiency, improved constituent satisfaction, and enhanced data utilization for strategic planning. Effectiveness will be measured through key performance indicators (KPIs) such as reduced response times to inquiries, higher constituent satisfaction scores, improved data accuracy, and successful integration with other NARA systems, all contributing to mission accomplishment.

Industry Classification

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

Product/Service Code: IT AND TELECOM - APLLICATIONS

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Offers Received: 6

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 715 CHARLTON AVE STE 100, CHARLOTTESVILLE, VA, 22903

Business Categories: 8(a) Program Participant, Category Business, Corporate Entity Not Tax Exempt, HUBZone Firm, Minority Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, Subchapter S Corporation, Indian (Subcontinent) American Owned Business, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $24,495,664

Exercised Options: $13,917,280

Current Obligation: $13,917,280

Actual Outlays: $13,917,280

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: NNG15SD11B

IDV Type: GWAC

Timeline