NCI Contact Center Contract Awarded to Fred Hutchinson for $50.5M Over 7 Years

Contract Overview

Contract Amount: $50,519,598 ($50.5M)

Contractor: Fred Hutchinson Cancer Research Center

Awarding Agency: Department of Health and Human Services

Start Date: 2009-12-01

End Date: 2017-04-30

Contract Duration: 2,707 days

Daily Burn Rate: $18.7K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 9

Pricing Type: COST NO FEE

Sector: Healthcare

Official Description: THE NATIONAL CANCER INSTITUTE'S CONTACT CENTER TAS::75 0849::TAS

Place of Performance

Location: SEATTLE, KING County, WASHINGTON, 98109

State: Washington Government Spending

Plain-Language Summary

Department of Health and Human Services obligated $50.5 million to FRED HUTCHINSON CANCER RESEARCH CENTER for work described as: THE NATIONAL CANCER INSTITUTE'S CONTACT CENTER TAS::75 0849::TAS Key points: 1. Significant investment in a critical health research support function. 2. Sole awardee suggests potential for specialized expertise or limited market. 3. Long contract duration (7 years) implies a stable, ongoing need. 4. High value indicates substantial operational scope for the contact center.

Value Assessment

Rating: fair

The contract value of $50.5M over approximately 7 years averages to about $7.2M annually. Without specific performance metrics or comparable contract data for similar contact center services within federal health research, a precise value assessment is difficult. However, the scale suggests a significant operational budget.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, indicating multiple bidders were considered. This method generally promotes competitive pricing and allows the government to select the best value offer. The specific pricing outcomes are not detailed here.

Taxpayer Impact: Taxpayer funds are utilized for essential communication services supporting cancer research, aiming for efficient information dissemination and public engagement.

Public Impact

Ensures public access to information and support related to cancer research. Facilitates communication between researchers, patients, and the public. Supports the operational efficiency of the National Cancer Institute's outreach efforts.

Waste & Efficiency Indicators

Waste Risk Score: 75 / 10

Warning Flags

Lack of detailed performance metrics for value assessment.
Potential for vendor lock-in given the long contract duration.
Limited insight into the specific services provided beyond 'contact center'.

Positive Signals

Awarded through full and open competition.
Supports a critical public health mission.
Long-term commitment suggests stable service delivery.

Sector Analysis

This contract falls within the broader healthcare services sector, specifically supporting administrative and outreach functions for a major research institute. Benchmarks for contact center services can vary widely based on complexity, volume, and specialization.

Small Business Impact

The data indicates this contract was not awarded to small businesses, as the awardee is Fred Hutchinson Cancer Research Center, a large research institution. There is no indication of subcontracting opportunities for small businesses within this data.

Oversight & Accountability

The contract was awarded by the Department of Health and Human Services, National Institutes of Health, suggesting established oversight mechanisms. However, the provided data does not detail specific oversight activities or accountability measures.

Related Government Programs

All Other Miscellaneous Ambulatory Health Care Services
Department of Health and Human Services Contracting
National Institutes of Health Programs

Risk Flags

Lack of detailed performance metrics.
Long contract duration.
No indication of small business participation.
Limited insight into specific service scope.

Frequently Asked Questions

What is this federal contract paying for?

Department of Health and Human Services awarded $50.5 million to FRED HUTCHINSON CANCER RESEARCH CENTER. THE NATIONAL CANCER INSTITUTE'S CONTACT CENTER TAS::75 0849::TAS

Who is the contractor on this award?

The obligated recipient is FRED HUTCHINSON CANCER RESEARCH CENTER.

Which agency awarded this contract?

Awarding agency: Department of Health and Human Services (National Institutes of Health).

What is the total obligated amount?

The obligated amount is $50.5 million.

What is the period of performance?

Start: 2009-12-01. End: 2017-04-30.

What specific services constitute the 'contact center' functions, and how do they align with NCI's strategic goals?

The 'contact center' likely encompasses a range of services including inbound/outbound calls, email support, and potentially chat functions for inquiries related to cancer research, clinical trials, patient resources, and public health information. These services directly support NCI's mission by facilitating communication, disseminating accurate information, and engaging the public and research community.

How was the 'best value' determined during the full and open competition, considering the cost-no-fee contract type?

Even with a 'cost-no-fee' structure, 'best value' is determined by evaluating factors beyond just cost, such as technical approach, past performance, management capability, and specific expertise relevant to operating a contact center for a complex scientific organization like NCI. The government would have weighed these non-cost factors against the proposed cost structure to ensure optimal service delivery.

What mechanisms are in place to ensure the effectiveness and efficiency of the contact center services over the 7-year contract period?

Effectiveness and efficiency are typically ensured through performance-based contract requirements, Service Level Agreements (SLAs), regular performance reviews, and key performance indicators (KPIs) that the contractor must meet. The government would monitor these metrics to ensure the contact center is meeting its objectives in terms of response times, accuracy of information, and user satisfaction.

Industry Classification

NAICS: Health Care and Social Assistance › Other Ambulatory Health Care Services › All Other Miscellaneous Ambulatory Health Care Services

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

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE

Solicitation ID: N02CO0100250

Offers Received: 9

Pricing Type: COST NO FEE (S)

Evaluated Preference: NONE

Contractor Details

Address: 1100 FAIRVIEW AVE N J6-300, SEATTLE, WA, 98109

Business Categories: Category Business, Corporate Entity Tax Exempt, Nonprofit Organization, Not Designated a Small Business, Special Designations, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $62,180,293

Exercised Options: $59,252,207

Current Obligation: $50,519,598

Contract Characteristics

Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED

Cost or Pricing Data: NO

Timeline