DHS's $13.7M Call Center Services Contract Awarded to Leidos Aspen Systems Corp

Contract Overview

Contract Amount: $13,667,540 ($13.7M)

Contractor: Leidos Aspen Systems Corp

Awarding Agency: Department of Homeland Security

Start Date: 2006-09-08

End Date: 2006-09-08

Competition Type: COMPETITIVE DELIVERY ORDER

Number of Offers Received: 1

Pricing Type: FIRM FIXED PRICE

Sector: Other

Official Description: CALL CENTER SERVICES

Place of Performance

Location: ALBUQUERQUE, BERNALILLO County, NEW MEXICO, 87102

State: New Mexico Government Spending

Plain-Language Summary

Department of Homeland Security obligated $13.7 million to LEIDOS ASPEN SYSTEMS CORP for work described as: CALL CENTER SERVICES Key points: 1. Contract awarded for essential information services, supporting critical government functions. 2. Leidos Aspen Systems Corp. secured this contract, indicating established capabilities in the sector. 3. The contract's duration and fixed-price nature suggest predictable cost management. 4. Performance context is tied to the specific needs of U.S. Citizenship and Immigration Services. 5. This award falls within the broader 'Information Services' category, a significant government spending area.

Value Assessment

Rating: fair

Benchmarking the value of this specific $13.7 million contract is challenging without more granular data on the scope of services provided. However, the award to Leidos Aspen Systems Corp. suggests a competitive selection process. The firm-fixed-price structure implies that the government has a clear understanding of the costs involved, which can be a positive indicator for value. Further analysis would require comparing the per-unit cost of service delivery against industry standards for call center operations.

Cost Per Unit: N/A

Competition Analysis

Competition Level: unknown

The provided data indicates the contract type as 'COMPETITIVE DELIVERY ORDER' but does not specify the level of competition (e.g., number of bidders, solicitation type). A competitive award generally suggests a better opportunity for price discovery and potentially more favorable pricing for the government compared to sole-source or limited competition contracts. However, without knowing the specific competition dynamics, it's difficult to definitively assess its impact.

Taxpayer Impact: A competitive award process, even if details are limited, generally benefits taxpayers by fostering a market-driven price. This can lead to more efficient use of public funds.

Public Impact

Citizens and residents interacting with U.S. Citizenship and Immigration Services benefit from accessible call center support. Essential information and services related to immigration processes are delivered through this contract. The contract's geographic impact is primarily linked to the operational needs of USCIS, potentially nationwide. Workforce implications include employment opportunities within Leidos Aspen Systems Corp. for call center agents and support staff.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Lack of detailed competition metrics makes it hard to confirm optimal value for taxpayer funds.
Scope of services and performance metrics are not fully detailed, limiting assessment of effectiveness.
Contract duration is not specified beyond the award date, raising questions about long-term planning.
Specific performance outcomes and quality metrics are not provided.

Positive Signals

Awarded to a known entity, Leidos Aspen Systems Corp., suggesting a level of trust and capability.
Firm Fixed Price contract type provides cost certainty for the government.
Contract falls under 'Information Services', a critical area for government operations.

Sector Analysis

The 'Information Services' sector is a broad category encompassing a wide range of IT and support services crucial for government operations. This contract, valued at approximately $13.7 million, fits within the significant government spending on outsourced call center and customer support functions. 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 data indicates that this contract was not set aside for small businesses (ss: false, sb: false). Therefore, there are no direct subcontracting implications for small businesses stemming from a small business set-aside. The primary contractor, Leidos Aspen Systems Corp., is likely a large business, and their engagement with the small business ecosystem would depend on their own subcontracting policies and the specific requirements of this contract, which are not detailed here.

Oversight & Accountability

Oversight for this contract would typically fall under the purview of the Department of Homeland Security (DHS) and specifically U.S. Citizenship and Immigration Services (USCIS). Accountability measures would be defined in the contract's statement of work and performance standards. Transparency is facilitated through contract award databases, but detailed performance reports and Inspector General reviews would provide deeper insights into accountability.

Related Government Programs

Call Center Services
Information Technology Services
Customer Support Services
Immigration Services Support

Risk Flags

Lack of detailed competition information.
Absence of specific performance metrics.
Limited data on contract duration and scope.
No explicit mention of small business subcontracting goals.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $13.7 million to LEIDOS ASPEN SYSTEMS CORP. CALL CENTER SERVICES

Who is the contractor on this award?

The obligated recipient is LEIDOS ASPEN SYSTEMS CORP.

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (U.S. Citizenship and Immigration Services).

What is the total obligated amount?

The obligated amount is $13.7 million.

What is the period of performance?

Start: 2006-09-08. End: 2006-09-08.

What is the specific scope of services provided under this $13.7 million contract for call center operations?

The provided data identifies the service as 'CALL CENTER SERVICES' and the North American Industry Classification System (NAICS) code as '519190' (All Other Information Services). This suggests the contract covers a range of information dissemination and support functions typically handled by call centers. However, the precise details regarding the types of inquiries handled (e.g., general information, application status, technical support), operating hours, languages supported, and specific performance metrics are not available in the provided data. Understanding these specifics is crucial for a comprehensive assessment of the contract's value and effectiveness.

How does the $13.7 million contract value compare to similar federal call center contracts?

Directly comparing the $13.7 million value of this contract without knowing its duration and the volume/complexity of services is difficult. Federal call center contracts can range from a few hundred thousand dollars for niche support to hundreds of millions for large-scale, multi-channel operations. To benchmark effectively, one would need to analyze contracts with similar agencies (like USCIS or other components of DHS), similar service scopes (e.g., handling immigration-related inquiries), and similar contract types (e.g., firm-fixed-price). The number of calls handled, average handling time, and resolution rates are key metrics for such comparisons.

What are the key performance indicators (KPIs) used to evaluate the success of Leidos Aspen Systems Corp. under this contract?

The provided data does not specify the Key Performance Indicators (KPIs) for this contract. Typically, call center contracts include metrics such as average speed of answer (ASA), first call resolution (FCR), customer satisfaction scores (CSAT), abandonment rate, and adherence to schedule. The success of Leidos Aspen Systems Corp. would be measured against these predefined benchmarks. Without access to the contract's statement of work or performance reports, a detailed assessment of their performance is not possible.

What is the track record of Leidos Aspen Systems Corp. in delivering call center services to the federal government?

Leidos Aspen Systems Corp. is identified as the contractor for this $13.7 million award. As a subsidiary or related entity of Leidos, a major government contractor, it is reasonable to assume they possess experience in delivering various services, potentially including call center operations. However, specific details about their past performance on similar federal contracts, client feedback, and any past performance issues or commendations are not included in the provided data. A deeper dive into federal procurement databases and past performance reviews would be necessary to fully assess their track record.

What is the historical spending trend for call center services by U.S. Citizenship and Immigration Services?

The provided data only includes details for a single contract awarded on September 8, 2006. To understand historical spending trends for call center services by USCIS, one would need to analyze procurement data over multiple fiscal years. This would involve identifying all contracts awarded for similar services (NAICS code 519190 or related codes) by USCIS, noting their values, durations, and contractors. Aggregating this data would reveal patterns in spending, identify key service providers, and highlight any significant increases or decreases in investment in call center support.

Industry Classification

NAICS: Information › Other Information Services › All Other Information Services

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

Competition & Pricing

Extent Competed: COMPETITIVE DELIVERY ORDER

Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE

Solicitation ID: HSSCCG05R00012

Offers Received: 1

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: Lockheed Martin Corp (UEI: 834951691)

Address: 2277 RESEARCH BLVD, ROCKVILLE, MD, 08

Business Categories: Category Business, Not Designated a Small Business

Financial Breakdown

Contract Ceiling: $13,667,540

Exercised Options: $13,667,540

Current Obligation: $13,667,540

Parent Contract

Parent Award PIID: HSSCCG06D00002

IDV Type: IDC

Timeline