DOT awards $33.8M contract for customer service and registration support to Senture LLC
Contract Overview
Contract Amount: $33,838,920 ($33.8M)
Contractor: Senture LLC
Awarding Agency: Department of Transportation
Start Date: 2014-09-29
End Date: 2018-09-29
Contract Duration: 1,461 days
Daily Burn Rate: $23.2K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 8
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: IGF::OT::IGF THE CUSTOMER SERVICE AND REGISTRATION CONTRACT INCLUDES CUSTOMER SERVICE SUPPORT, DATABASE, TECHNICAL SERVICES, MAILINGS AND CUSTOMER RELATIONSHIP MANAGEMENT. THE BASE PERIOD OF PERFORMANCE IS FROM DATE OF AWARD THROUGH 12 MONTHS AND 4 OPTION PERIODS.
Place of Performance
Location: WASHINGTON, DISTRICT OF COLUMBIA County, DISTRICT OF COLUMBIA, 20590
Plain-Language Summary
Department of Transportation obligated $33.8 million to SENTURE LLC for work described as: IGF::OT::IGF THE CUSTOMER SERVICE AND REGISTRATION CONTRACT INCLUDES CUSTOMER SERVICE SUPPORT, DATABASE, TECHNICAL SERVICES, MAILINGS AND CUSTOMER RELATIONSHIP MANAGEMENT. THE BASE PERIOD OF PERFORMANCE IS FROM DATE OF AWARD THROUGH 12 MONTHS AND 4 OPTION PERIODS. Key points: 1. Contract covers customer service, database, technical services, mailings, and CRM. 2. Performance period spans base plus four option years. 3. Awarded under full and open competition. 4. Primary NAICS code is 541519 (Other Computer Related Services).
Value Assessment
Rating: good
The contract value of $33.8M over approximately 4 years appears reasonable for comprehensive customer service and registration support. Benchmarking against similar IT service 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 competitive bidding process that likely led to fair market pricing. The use of a delivery order mechanism under a larger contract framework is standard.
Taxpayer Impact: Taxpayer funds are being used for essential customer service and registration functions for the Federal Motor Carrier Safety Administration, aiming for efficient service delivery.
Public Impact
Ensures continued customer service and registration support for the Federal Motor Carrier Safety Administration. Supports the operational efficiency of DOT's safety initiatives. Provides a platform for managing customer relationships and data. Impacts commercial motor carriers and the public interacting with FMCSA.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Contract duration and option periods could lead to long-term reliance on a single vendor.
- Lack of specific performance metrics in the provided data.
- Potential for scope creep in future option periods.
Positive Signals
- Awarded through full and open competition.
- Supports critical agency functions.
- Firm fixed price contract type provides cost certainty.
Sector Analysis
This contract falls within the IT services sector, specifically focusing on customer relationship management and related technical support. Spending benchmarks for similar IT support services vary widely based on scope and complexity, but this value is within a typical range for comprehensive support.
Small Business Impact
The data indicates this contract was not awarded to small businesses (ss: false, sb: false). Further analysis would be needed to determine if small business participation was incorporated as a subcontracting requirement.
Oversight & Accountability
The award was made via a delivery order, suggesting it may be part of a larger indefinite-delivery/indefinite-quantity (IDIQ) contract. Oversight would focus on adherence to the terms of the delivery order and the parent contract, ensuring performance and proper invoicing.
Related Government Programs
- Other Computer Related Services
- Department of Transportation Contracting
- Federal Motor Carrier Safety Administration Programs
Risk Flags
- Potential for vendor lock-in due to contract length.
- Lack of detailed cost breakdown per service.
- No explicit mention of small business subcontracting goals.
- Reliance on a single vendor for critical customer functions.
Tags
other-computer-related-services, department-of-transportation, dc, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Transportation awarded $33.8 million to SENTURE LLC. IGF::OT::IGF THE CUSTOMER SERVICE AND REGISTRATION CONTRACT INCLUDES CUSTOMER SERVICE SUPPORT, DATABASE, TECHNICAL SERVICES, MAILINGS AND CUSTOMER RELATIONSHIP MANAGEMENT. THE BASE PERIOD OF PERFORMANCE IS FROM DATE OF AWARD THROUGH 12 MONTHS AND 4 OPTION PERIODS.
Who is the contractor on this award?
The obligated recipient is SENTURE LLC.
Which agency awarded this contract?
Awarding agency: Department of Transportation (Federal Motor Carrier Safety Administration).
What is the total obligated amount?
The obligated amount is $33.8 million.
What is the period of performance?
Start: 2014-09-29. End: 2018-09-29.
What is the specific breakdown of costs for customer service, database, technical services, mailings, and CRM within the total contract value?
The provided data does not detail the cost allocation for individual service components. A full cost breakdown would be necessary to assess the value and efficiency of each element. Understanding these specifics would allow for better comparison against industry standards for each service type and identify potential areas for cost optimization.
How will the agency ensure continued service quality and adapt to evolving customer needs throughout the contract's duration, including option periods?
Effective oversight, regular performance reviews, and clear communication channels are crucial. The agency should establish key performance indicators (KPIs) tied to customer satisfaction, response times, and issue resolution. Flexibility in contract modifications or task orders can help adapt to changing needs, while robust contract management ensures vendor accountability.
What mechanisms are in place to benchmark Senture LLC's performance and pricing against other providers of similar customer service and IT support services?
While the initial award was through full and open competition, ongoing benchmarking is essential. The agency could periodically review market rates for comparable services, analyze competitor offerings, and solicit feedback from industry peers. Performance metrics should be tracked and compared against industry best practices to ensure continued value and identify potential cost savings.
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 › ADP AND TELECOMMUNICATIONS
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Offers Received: 8
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 460 INDUSTRIAL BLVD, LONDON, KY, 40741
Business Categories: Category Business, Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $40,171,074
Exercised Options: $40,171,074
Current Obligation: $33,838,920
Contract Characteristics
Commercial Item: COMMERCIAL ITEM
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS35F0623R
IDV Type: FSS
Timeline
Start Date: 2014-09-29
Current End Date: 2018-09-29
Potential End Date: 2019-09-29 00:00:00
Last Modified: 2019-06-06
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