DHS ICE awards $25.2M for call center support to Insight Technology Solutions, LLC

Contract Overview

Contract Amount: $25,236,856 ($25.2M)

Contractor: Insight Technology Solutions, LLC

Awarding Agency: Department of Homeland Security

Start Date: 2016-12-15

End Date: 2022-06-30

Contract Duration: 2,023 days

Daily Burn Rate: $12.5K/day

Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Number of Offers Received: 2

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: IGF::OT::IGF CONSOLIDATED CALL CENTER SUPPORT SERVICES

Place of Performance

Location: ARLINGTON, ARLINGTON County, VIRGINIA, 22202

State: Virginia Government Spending

Plain-Language Summary

Department of Homeland Security obligated $25.2 million to INSIGHT TECHNOLOGY SOLUTIONS, LLC for work described as: IGF::OT::IGF CONSOLIDATED CALL CENTER SUPPORT SERVICES Key points: 1. Contract value of $25.2M over its period of performance. 2. Competition method was 'Full and Open Competition After Exclusion of Sources'. 3. Contract type is Firm Fixed Price, indicating price certainty. 4. The NAICS code 541330 suggests engineering services, which may not align with call center support.

Value Assessment

Rating: fair

The contract value of $25.2M for call center support services over approximately 5.75 years appears to be within a reasonable range for such services, though specific benchmarks are difficult without detailed scope of work.

Cost Per Unit: N/A

Competition Analysis

Competition Level: limited

The competition method 'Full and Open Competition After Exclusion of Sources' suggests that while the competition was intended to be open, specific sources may have been excluded, potentially limiting the competitive landscape and impacting price discovery.

Taxpayer Impact: The contract value of $25.2M represents taxpayer funds allocated for essential government operations. The effectiveness of the competition method in securing the best value for taxpayers is a key consideration.

Public Impact

Ensures continued operation of critical call center services for U.S. Immigration and Customs Enforcement. Supports agency functions related to immigration and customs enforcement operations. Potential impact on individuals interacting with ICE services.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

NAICS code mismatch: 541330 (Engineering Services) vs. service description (Call Center Support).
Competition method ambiguity: 'Exclusion of Sources' needs clarification on justification.
Lack of small business participation noted.

Positive Signals

Firm Fixed Price contract type provides cost certainty.
Long-term contract (2016-2022) suggests stable service provision.

Sector Analysis

The IT and professional services sector sees significant government spending. Call center support is a common requirement across agencies, with costs varying based on complexity, volume, and service level agreements. Benchmarks are highly dependent on specific service parameters.

Small Business Impact

The data indicates that small business participation was not a factor in this contract award (ss: false, sb: false). This suggests that opportunities for small businesses in providing call center support services to ICE may have been limited for this specific requirement.

Oversight & Accountability

The contract was awarded by the Department of Homeland Security's U.S. Immigration and Customs Enforcement. Oversight would typically involve contract officers, CORs, and potentially program managers to ensure service delivery and compliance with contract terms.

Related Government Programs

Engineering Services
Department of Homeland Security Contracting
U.S. Immigration and Customs Enforcement Programs

Risk Flags

Potential NAICS code misclassification.
Ambiguity in competition method ('Exclusion of Sources').
Lack of small business participation.
Need for detailed cost breakdown to assess value for money.
Contract duration and value require scrutiny for efficiency.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $25.2 million to INSIGHT TECHNOLOGY SOLUTIONS, LLC. IGF::OT::IGF CONSOLIDATED CALL CENTER SUPPORT SERVICES

Who is the contractor on this award?

The obligated recipient is INSIGHT TECHNOLOGY SOLUTIONS, LLC.

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (U.S. Immigration and Customs Enforcement).

What is the total obligated amount?

The obligated amount is $25.2 million.

What is the period of performance?

Start: 2016-12-15. End: 2022-06-30.

What was the justification for excluding specific sources in the 'Full and Open Competition After Exclusion of Sources' method, and how did this impact the final price?

The justification for excluding sources is critical to understanding the competitive environment. If exclusions were based on specific technical capabilities or past performance requirements, it could limit the pool of bidders. However, if exclusions were arbitrary, it could stifle competition and potentially lead to higher prices than a truly open competition might yield. Further review of the contract file and justification documentation is needed.

How does the awarded price of $25.2M compare to industry benchmarks for similar call center support services, considering the scope and service levels provided?

A direct comparison to industry benchmarks is challenging without a detailed breakdown of the services rendered, including call volume, average handling time, staffing levels, and technology utilized. However, a rough estimate based on average cost per call or per agent hour could provide a preliminary assessment. If the per-unit cost appears significantly higher than industry averages, it warrants further investigation into the contract's value for money.

Given the NAICS code 541330 (Engineering Services), was there a significant engineering component to this call center support contract, or does it represent a potential misclassification impacting pro

The discrepancy between the NAICS code (Engineering Services) and the contract description (Call Center Support) raises a flag. If the contract primarily involved standard call center operations, the NAICS code might be misapplied, potentially affecting how the procurement is categorized and benchmarked. If there were indeed engineering aspects, such as system design or integration, this needs to be clearly defined to justify the code and assess the value proposition accurately.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Architectural, Engineering, and Related Services › Engineering Services

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

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 192117VHQSEVP0009

Offers Received: 2

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: Insight, Inc

Address: 170 JENNIFER ROAD, ANNAPOLIS, MD, 21401

Business Categories: Category Business, Corporate Entity Not Tax Exempt, Small Business, Special Designations, Subchapter S Corporation, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business

Financial Breakdown

Contract Ceiling: $25,236,856

Exercised Options: $25,236,856

Current Obligation: $25,236,856

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS00Q14OADS106

IDV Type: IDC

Timeline