HHS Spends $23M on Contact Center Services via Full and Open Competition
Contract Overview
Contract Amount: $23,059,043 ($23.1M)
Contractor: Csra LLC
Awarding Agency: Department of Health and Human Services
Start Date: 2014-08-01
End Date: 2020-01-31
Contract Duration: 2,009 days
Daily Burn Rate: $11.5K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 2
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: IGF::CL::IGF CONTACT CENTER
Place of Performance
Location: ROCKVILLE, MONTGOMERY County, MARYLAND, 20852
State: Maryland Government Spending
Plain-Language Summary
Department of Health and Human Services obligated $23.1 million to CSRA LLC for work described as: IGF::CL::IGF CONTACT CENTER Key points: 1. Contract awarded to CSRA LLC for $23.06M. 2. Services provided under 'Other Computer Related Services' NAICS code. 3. Competition was full and open, suggesting potential for competitive pricing. 4. Contract duration spans from 2014 to 2020. 5. The award was a delivery order under a larger contract.
Value Assessment
Rating: good
The total award amount of $23.06M over six years suggests a reasonable annual spend. Benchmarking against similar IT service contracts would provide a clearer picture of value.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded through full and open competition, which typically fosters competitive pricing and allows for a broad range of potential contractors to bid.
Taxpayer Impact: Full and open competition generally leads to better value for taxpayers by ensuring the government receives competitive pricing.
Public Impact
Ensures continued operation of essential contact center services for HHS. Supports government communication channels with the public. Provides employment opportunities within the IT services sector.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Contract duration is long (6 years).
- Specific performance metrics not detailed in provided data.
- Potential for vendor lock-in if not managed carefully.
Positive Signals
- Awarded through full and open competition.
- Firm fixed price contract type can control costs.
- Multiple delivery orders indicate ongoing need and potential for flexibility.
Sector Analysis
The IT services sector is highly competitive. Spending on contact center solutions is common across government agencies to manage citizen inquiries and internal support.
Small Business Impact
The provided data does not indicate if small businesses were involved in this contract, either as prime contractors or subcontractors.
Oversight & Accountability
Oversight would typically involve regular performance reviews by the contracting officer and COR to ensure service delivery meets requirements and stays within budget.
Related Government Programs
- Other Computer Related Services
- Department of Health and Human Services Contracting
- Office of the Assistant Secretary for Administration Programs
Risk Flags
- Long contract duration.
- Lack of detailed performance metrics.
- Potential for scope creep.
- Dependence on a single vendor for critical services.
Tags
other-computer-related-services, department-of-health-and-human-services, md, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Health and Human Services awarded $23.1 million to CSRA LLC. IGF::CL::IGF CONTACT CENTER
Who is the contractor on this award?
The obligated recipient is CSRA LLC.
Which agency awarded this contract?
Awarding agency: Department of Health and Human Services (Office of the Assistant Secretary for Administration).
What is the total obligated amount?
The obligated amount is $23.1 million.
What is the period of performance?
Start: 2014-08-01. End: 2020-01-31.
What was the average annual cost for these contact center services?
The total award was $23,059,042.51 over a period from August 1, 2014, to January 31, 2020, which is approximately 5.5 years. This averages out to roughly $4.19 million per year, indicating a significant but potentially justifiable investment for comprehensive contact center operations.
What were the key performance indicators (KPIs) for this contract?
The provided data does not specify the key performance indicators (KPIs) used to evaluate CSRA LLC's performance. Effective oversight would require clearly defined KPIs related to response times, resolution rates, customer satisfaction, and cost-efficiency to ensure the value delivered aligns with the contract's objectives.
How did the pricing compare to market rates for similar services?
While the contract was awarded through full and open competition, the provided data lacks specific details on the pricing structure or benchmarks used. A thorough analysis would involve comparing the per-unit costs or overall contract value against industry standards for comparable contact center services to confirm cost-effectiveness.
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) › PROFESSIONAL SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Solicitation ID: 14233SOL00106
Offers Received: 2
Pricing Type: FIRM FIXED PRICE (J)
Contractor Details
Parent Company: General Dynamics Corp
Address: 3170 FAIRVIEW PARK DR, FALLS CHURCH, VA, 22042
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Nonprofit Organization, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $21,122,220
Exercised Options: $20,875,738
Current Obligation: $23,059,043
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Parent Contract
Parent Award PIID: GS35F4381G
IDV Type: FSS
Timeline
Start Date: 2014-08-01
Current End Date: 2020-01-31
Potential End Date: 2020-01-31 00:00:00
Last Modified: 2026-04-13
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