FCC's $28.4M outsourced call center contract awarded to TTEC Government Solutions LLC

Contract Overview

Contract Amount: $28,387,503 ($28.4M)

Contractor: Ttec Government Solutions LLC

Awarding Agency: Federal Communications Commission

Start Date: 2009-04-17

End Date: 2009-08-30

Contract Duration: 135 days

Daily Burn Rate: $210.3K/day

Competition Type: COMPETED UNDER SAP

Number of Offers Received: 4

Pricing Type: LABOR HOURS

Sector: Other

Official Description: TAS::27 0400::TAS DTV OUTSOURCED CALL CENTER

Place of Performance

Location: ENGLEWOOD, DENVER County, COLORADO, 80112

State: Colorado Government Spending

Plain-Language Summary

Federal Communications Commission obligated $28.4 million to TTEC GOVERNMENT SOLUTIONS LLC for work described as: TAS::27 0400::TAS DTV OUTSOURCED CALL CENTER Key points: 1. Contract value represents a significant investment in customer support infrastructure. 2. Competition dynamics for this contract are not fully detailed, impacting price discovery assessment. 3. Performance context is limited without specific metrics on call volume or resolution rates. 4. Sector positioning places this within the broader IT and administrative support services for government agencies. 5. Risk indicators are moderate, given the established nature of call center services but require performance monitoring.

Value Assessment

Rating: fair

The contract value of $28.4 million for call center services appears substantial. Benchmarking against similar government contracts for outsourced call centers is difficult without more granular data on service levels, call volumes, and contract duration. The provided data does not allow for a direct comparison of per-unit costs or a definitive assessment of value for money. Further analysis would require details on the scope of services and performance metrics.

Cost Per Unit: N/A

Competition Analysis

Competition Level: unknown

The contract was competed under SAP (Simplified Acquisition Procedures), which typically involves a less extensive competition process than full and open competition. The number of bidders is not specified, making it difficult to assess the level of competition. SAP is generally used for procurements below a certain dollar threshold, suggesting that the agency may have sought to streamline the acquisition process.

Taxpayer Impact: The limited competition often associated with SAP procurements can potentially lead to less favorable pricing for taxpayers compared to a more robust competitive environment.

Public Impact

Citizens and businesses interacting with the Federal Communications Commission (FCC) benefit from accessible support channels. The contract delivers essential customer service and information dissemination capabilities for the FCC. Geographic impact is national, serving all individuals and entities requiring FCC assistance. Workforce implications include the employment of personnel by TTEC Government Solutions LLC to manage and operate the call center.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Lack of detailed performance metrics makes it hard to gauge effectiveness.
Competition level is unclear, potentially impacting cost-efficiency for taxpayers.
Contract duration and specific service level agreements are not fully detailed.

Positive Signals

Awarded to an established government solutions provider.
Supports essential public-facing services for a key regulatory agency.
Utilizes a procurement method (SAP) intended for efficient acquisition.

Sector Analysis

This contract falls within the broader Information Technology and Business Process Outsourcing sector, specifically focusing on customer relationship management and call center operations. The government's reliance on outsourced call centers is common across various agencies to manage public inquiries and provide support. Comparable spending benchmarks would involve analyzing other federal contracts for similar call center services, considering factors like call volume, complexity of inquiries, and required service levels.

Small Business Impact

The provided data does not indicate if this contract included small business set-asides or subcontracting requirements. Analysis of small business participation would require further investigation into the contract's specific terms and the contractor's subcontracting plan.

Oversight & Accountability

Oversight of this contract would typically be managed by the Federal Communications Commission's contracting officers and program managers. Accountability measures would be defined in the contract's performance work statement and service level agreements. Transparency is facilitated through contract databases, though detailed operational performance data may not always be publicly available.

Related Government Programs

Federal Call Center Services
Customer Relationship Management Services
Government IT Support
Administrative Services Contracts

Risk Flags

Limited competition due to SAP procurement.
Lack of detailed performance metrics for effectiveness assessment.
Short contract duration may indicate a specific, limited-scope need.

Frequently Asked Questions

What is this federal contract paying for?

Federal Communications Commission awarded $28.4 million to TTEC GOVERNMENT SOLUTIONS LLC. TAS::27 0400::TAS DTV OUTSOURCED CALL CENTER

Who is the contractor on this award?

The obligated recipient is TTEC GOVERNMENT SOLUTIONS LLC.

Which agency awarded this contract?

Awarding agency: Federal Communications Commission (Federal Communications Commission).

What is the total obligated amount?

The obligated amount is $28.4 million.

What is the period of performance?

Start: 2009-04-17. End: 2009-08-30.

What is the track record of TTEC Government Solutions LLC in delivering similar federal call center services?

TTEC Government Solutions LLC, as a subsidiary of TTEC Holdings, Inc., has a significant history of providing customer experience, technology, and services to government agencies. Their experience often includes managing large-scale call centers, handling citizen inquiries, and implementing technology solutions to improve service delivery. Specific performance data for this particular FCC contract would be necessary to fully assess their track record on this engagement. However, their established presence in the government contracting space suggests a baseline level of experience and capability in managing such services.

How does the awarded value compare to industry benchmarks for outsourced call center services?

Directly comparing the $28.4 million contract value to industry benchmarks is challenging without specific details on the scope of services, call volume, complexity of inquiries, and service level agreements (SLAs). Outsourced call center costs can vary widely based on these factors. Generally, government contracts may sometimes reflect higher costs due to stringent security, compliance, and reporting requirements. A thorough benchmark would require analyzing comparable federal contracts with similar characteristics or obtaining market research data on per-call or per-hour rates for comparable services.

What are the primary risks associated with this contract, and how are they mitigated?

Primary risks include potential underperformance by the contractor in meeting service level agreements (e.g., response times, resolution rates), data security breaches, and cost overruns if not managed effectively. Mitigation strategies typically involve robust performance monitoring by the FCC, clearly defined SLAs with penalties for non-compliance, regular audits, and strong data security protocols mandated in the contract. The use of Simplified Acquisition Procedures (SAP) might introduce a risk of less thorough vetting compared to full and open competition, though this is mitigated by the contractor's existing experience.

How effective has this contract been in improving FCC's public service delivery?

Assessing the effectiveness of this contract without specific performance data is difficult. Effectiveness would be measured by metrics such as call answer rates, average handling time, first-call resolution rates, customer satisfaction scores, and the ability to handle peak call volumes. The contract's duration (April to August 2009) suggests it was a relatively short-term engagement, possibly to address a specific need or transition period. Without post-contract reviews or performance reports, its long-term impact on FCC's service delivery remains unclear.

What are the historical spending patterns for FCC call center services?

This specific contract was awarded in 2009. To understand historical spending patterns, one would need to examine FCC's budget allocations and contract awards for call center and customer support services over multiple fiscal years. This would involve looking at prior contracts, their values, durations, and the contractors involved. Analyzing trends would reveal whether spending has increased, decreased, or remained stable, and whether there has been a shift towards or away from outsourced services.

Industry Classification

NAICS: Administrative and Support and Waste Management and Remediation Services › Business Support Services › Telephone Answering Services

Product/Service Code: UTILITIES AND HOUSEKEEPING › UTILITIES

Competition & Pricing

Extent Competed: COMPETED UNDER SAP

Solicitation Procedures: SIMPLIFIED ACQUISITION

Offers Received: 4

Pricing Type: LABOR HOURS (Z)

Evaluated Preference: NONE

Contractor Details

Parent Company: Teletech Holdings, Inc.

Address: 13800 COPPERMINE RD 3RD FL, HERNDON, VA, 20171

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: $28,387,503

Exercised Options: $28,387,503

Current Obligation: $28,387,503

Contract Characteristics

Commercial Item: COMMERCIAL ITEM

Timeline