Consumer Financial Protection Bureau awards $50.8M contract to Senture LLC for consumer resource center services

Contract Overview

Contract Amount: $50,835,753 ($50.8M)

Contractor: Senture LLC

Awarding Agency: Consumer Financial Protection Bureau

Start Date: 2021-07-06

End Date: 2027-01-11

Contract Duration: 2,015 days

Daily Burn Rate: $25.2K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 4

Pricing Type: FIRM FIXED PRICE

Sector: Other

Official Description: CONSUMER RESOURCE CENTER (CRC)

Place of Performance

Location: LONDON, LAUREL County, KENTUCKY, 40741

State: Kentucky Government Spending

Plain-Language Summary

Consumer Financial Protection Bureau obligated $50.8 million to SENTURE LLC for work described as: CONSUMER RESOURCE CENTER (CRC) Key points: 1. Value for money appears reasonable given the scope of services, though detailed cost breakdowns are not publicly available. 2. The contract was awarded under full and open competition, suggesting a competitive pricing environment. 3. Risk indicators are moderate, with performance dependent on Senture LLC's ability to manage a high volume of consumer interactions. 4. This contract supports a critical consumer protection function, providing a vital link between the public and the CFPB. 5. The services fall within the 'Other Computer Related Services' category, indicating a focus on technology-enabled support. 6. The contract duration extends over several years, allowing for sustained service delivery and potential for long-term relationship building.

Value Assessment

Rating: good

The contract's value of $50.8 million over its period of performance appears to be in line with similar large-scale consumer support contracts. Benchmarking against industry standards for call center operations and IT support services suggests a competitive pricing structure, especially considering the specialized nature of consumer financial protection. Without granular cost data, a precise value-for-money assessment is challenging, but the firm-fixed-price nature of the contract provides cost certainty for the agency.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded through full and open competition, indicating that multiple qualified vendors had the opportunity to bid. The presence of four bids suggests a healthy level of competition, which typically drives down prices and encourages innovation. The agency's decision to use this procurement method implies confidence in the market's ability to provide suitable solutions at a fair price.

Taxpayer Impact: Taxpayers benefit from a competitive process that likely resulted in a more cost-effective solution for essential consumer support services.

Public Impact

Consumers seeking assistance with financial products and services are the primary beneficiaries, receiving support through the Consumer Resource Center. The contract ensures the delivery of essential services related to consumer inquiries, complaints, and information dissemination. The geographic impact is national, as the Consumer Resource Center serves consumers across the United States. Workforce implications include job creation within Senture LLC, likely in Kentucky where the company is based, and potentially indirectly through related support industries.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for service degradation if contractor fails to maintain adequate staffing or quality control.
Reliance on a single contractor for a critical public-facing function introduces vendor lock-in risks.
Data security and privacy concerns are paramount given the sensitive nature of consumer financial information handled.

Positive Signals

Awarded through full and open competition, indicating a robust selection process.
Firm-fixed-price contract provides cost predictability for the agency.
Long contract duration allows for stable service provision and relationship development.

Sector Analysis

The 'Other Computer Related Services' sector encompasses a broad range of IT support and technology-enabled services. This contract fits within the market for business process outsourcing (BPO) and customer relationship management (CRM) solutions, particularly those tailored for government agencies. Comparable spending benchmarks in this area are difficult to pinpoint without more specific service details, but large-scale government support contracts often range in the tens to hundreds of millions of dollars.

Small Business Impact

This contract does not appear to have a small business set-aside component, as indicated by 'ss': false. While Senture LLC is the prime contractor, there is no explicit information provided regarding subcontracting plans or targets for small businesses. The impact on the small business ecosystem would depend on whether Senture LLC actively seeks small business partners for specialized services or supplies.

Oversight & Accountability

Oversight of this contract is primarily the responsibility of the Consumer Financial Protection Bureau (CFPB). The agency will monitor Senture LLC's performance against contract requirements and service level agreements. Transparency is facilitated through contract award data, but detailed operational reports are typically internal. Inspector General jurisdiction would apply in cases of suspected fraud, waste, or abuse.

Related Government Programs

Consumer Financial Protection Bureau Operations
Federal Customer Support Services
IT Services for Government Agencies
Contact Center Operations

Risk Flags

Potential for service quality issues if contractor performance is not adequately monitored.
Data security and privacy risks associated with handling sensitive consumer financial information.
Over-reliance on a single vendor for a critical public-facing function.

Frequently Asked Questions

What is this federal contract paying for?

Consumer Financial Protection Bureau awarded $50.8 million to SENTURE LLC. CONSUMER RESOURCE CENTER (CRC)

Who is the contractor on this award?

The obligated recipient is SENTURE LLC.

Which agency awarded this contract?

Awarding agency: Consumer Financial Protection Bureau (Consumer Financial Protection Bureau).

What is the total obligated amount?

The obligated amount is $50.8 million.

What is the period of performance?

Start: 2021-07-06. End: 2027-01-11.

What is Senture LLC's track record with government contracts, particularly with the CFPB or similar agencies?

Information on Senture LLC's specific track record with government contracts, especially with the Consumer Financial Protection Bureau (CFPB), is not detailed in the provided data. However, as a recipient of this significant contract, Senture LLC must have met the CFPB's pre-qualification criteria. Further investigation into the Federal Procurement Data System (FPDS) or the General Services Administration (GSA) schedules would be necessary to ascertain their past performance, contract history, and any reported issues or successes with federal agencies. Their ability to secure this contract suggests they have demonstrated capability in relevant service areas.

How does the per-unit cost of service delivery compare to industry benchmarks for similar consumer support operations?

The provided data does not include specific per-unit cost metrics (e.g., cost per call, cost per inquiry handled). Therefore, a direct comparison to industry benchmarks for similar consumer support operations is not possible. To conduct such an analysis, one would need to obtain detailed cost breakdowns from the contract or benchmark against publicly available data for large-scale call center operations, factoring in the specialized knowledge required for financial consumer protection. The firm-fixed-price nature of the contract implies that the contractor has already factored in their expected per-unit costs and profit margins.

What are the primary performance metrics and service level agreements (SLAs) associated with this contract?

The provided data does not specify the performance metrics or Service Level Agreements (SLAs) for this contract. Typically, contracts of this nature would include SLAs related to call answer rates, average handling time, customer satisfaction scores, data accuracy, and response times for inquiries. The Consumer Financial Protection Bureau (CFPB) would be responsible for monitoring Senture LLC's adherence to these metrics. Failure to meet SLAs could result in penalties or contract modifications. A thorough review of the contract statement of work would be required to identify these specific performance indicators.

What is the historical spending pattern of the CFPB for consumer resource center services, and how does this award compare?

The provided data only includes details for this specific contract award. To understand historical spending patterns, one would need to analyze the CFPB's budget and contract awards for similar services over previous fiscal years. This would involve querying federal procurement databases for all contracts issued by the CFPB related to consumer support, call centers, or information services. Comparing the $50.8 million award to previous spending levels would indicate whether this represents an increase, decrease, or stable investment in these services.

What are the potential risks associated with relying on Senture LLC for such a critical consumer-facing function, and what mitigation strategies are in place?

Key risks include potential service disruptions due to contractor performance issues, data breaches of sensitive consumer information, and reputational damage to the CFPB if service quality is poor. Mitigation strategies typically involve robust contract oversight by the CFPB, clearly defined performance standards and penalties in the contract, regular performance reviews, and requirements for data security and privacy compliance. The CFPB would also likely have contingency plans in place for service continuity in the event of a major contractor failure.

Industry Classification

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

Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › ADMINISTRATIVE SUPPORT SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 9531CB21Q0006

Offers Received: 4

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 460 INDUSTRIAL BLVD, LONDON, KY, 40741

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: $58,917,596

Exercised Options: $51,051,913

Current Obligation: $50,835,753

Actual Outlays: $45,192,684

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: GS35F0623R

IDV Type: FSS

Timeline