DHS's $130.8M Call Center Contract Awarded to CSRA LLC, Serving USCIS

Contract Overview

Contract Amount: $130,818,362 ($130.8M)

Contractor: Csra LLC

Awarding Agency: Department of Homeland Security

Start Date: 2012-06-01

End Date: 2018-04-30

Contract Duration: 2,159 days

Daily Burn Rate: $60.6K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 6

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: CALL CENTERS

Place of Performance

Location: BARBOURVILLE, KNOX County, KENTUCKY, 40906

State: Kentucky Government Spending

Plain-Language Summary

Department of Homeland Security obligated $130.8 million to CSRA LLC for work described as: CALL CENTERS Key points: 1. The contract value represents a significant investment in essential public services. 2. Competition dynamics for this contract are assessed to understand pricing efficiency. 3. Risk indicators are evaluated based on contract performance and contractor history. 4. Performance context is provided by comparing this award to similar service contracts. 5. The contract positions CSRA LLC as a key provider within the federal IT services sector. 6. The duration of the contract suggests a long-term need for these services.

Value Assessment

Rating: good

The total award of $130.8 million over approximately six years for call center services appears reasonable when benchmarked against similar federal contracts for IT support and customer service. While specific per-unit cost data is not provided, the firm-fixed-price structure suggests a degree of cost certainty for the government. The scale of the contract indicates a substantial operational requirement, and the pricing is likely competitive given the full and open competition.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded under full and open competition, indicating that multiple bidders had the opportunity to submit proposals. The presence of six bidders suggests a healthy level of competition for this service requirement. This broad competition is generally expected to drive more competitive pricing and encourage contractors to offer robust solutions to win the award.

Taxpayer Impact: Taxpayers benefit from the competitive bidding process, which aims to secure the best value for public funds by fostering price discovery and encouraging efficiency among potential service providers.

Public Impact

Immigrants and individuals seeking information from USCIS benefit from accessible and efficient call center services. The contract supports the delivery of critical information and assistance related to immigration services. The geographic impact is national, serving individuals across the United States seeking USCIS-related information. The contract supports a workforce involved in customer service and information dissemination within the IT services sector.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for scope creep if service requirements are not clearly defined and managed.
Dependence on contractor performance for critical public-facing services.
Ensuring data security and privacy for sensitive caller information.

Positive Signals

Awarded under full and open competition, suggesting a competitive process.
Firm-fixed-price contract type provides cost predictability.
Long contract duration indicates a sustained need and potential for stable service delivery.

Sector Analysis

This contract falls within the broader Information Technology (IT) services sector, specifically focusing on call center operations and support. The federal IT services market is substantial, with significant spending allocated to customer relationship management, help desk support, and information dissemination. This contract represents a portion of the government's investment in maintaining citizen engagement and providing essential services through technology-enabled communication channels.

Small Business Impact

The data indicates this contract was not set aside for small businesses, nor does it explicitly mention subcontracting goals for small businesses. Therefore, the direct impact on the small business ecosystem through this specific award appears limited. However, the prime contractor, CSRA LLC, may engage small businesses as subcontractors, which would need to be tracked separately to assess their overall contribution.

Oversight & Accountability

Oversight for this contract would typically be managed by the U.S. Citizenship and Immigration Services (USCIS) contracting officers and program managers. Performance metrics and service level agreements (SLAs) outlined in the contract would be used to monitor contractor performance. Transparency is generally maintained through contract award databases and reporting requirements, though specific operational oversight details are internal to the agency.

Related Government Programs

Federal Call Center Services
IT Support Services
Customer Relationship Management
Immigration Services IT Support
Homeland Security IT Contracts

Risk Flags

Potential for service degradation if contractor performance falters.
Risk of data security and privacy breaches.
Dependency on contractor for critical public-facing services.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $130.8 million to CSRA LLC. CALL CENTERS

Who is the contractor on this award?

The obligated recipient is CSRA LLC.

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 $130.8 million.

What is the period of performance?

Start: 2012-06-01. End: 2018-04-30.

What is the track record of CSRA LLC in delivering similar call center services to federal agencies?

CSRA LLC, prior to its acquisition by General Dynamics Information Technology (GDIT), had a significant history of providing IT services, including call center support, to various federal agencies. Their experience often encompassed large-scale operations requiring robust infrastructure, skilled personnel, and adherence to strict security protocols. Assessing their performance on this specific USCIS contract would involve reviewing performance reports, any documented issues or commendations, and their ability to meet Service Level Agreements (SLAs) throughout the contract period. Given the duration and value, it suggests a level of trust and capability in handling complex citizen-facing services. Post-acquisition by GDIT, the capabilities and track record are now integrated into GDIT's broader portfolio.

How does the per-contractor cost compare to other federal call center contracts of similar scope?

Direct per-unit cost comparisons are challenging without specific data points like cost per call, cost per agent hour, or cost per inquiry handled. However, the total award of $130.8 million over approximately 2159 days (roughly 6 years) for a call center supporting USCIS suggests an average annual value of approximately $21.8 million. When considering the scale of an agency like USCIS, which handles a high volume of inquiries, this annual figure is likely within the expected range for comprehensive call center operations. Benchmarking against other large federal call center contracts would reveal if this falls within the typical cost spectrum, considering factors like complexity of inquiries, required staffing levels, and technology utilized.

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

Key risks for a contract of this nature include service disruptions, data breaches, failure to meet Service Level Agreements (SLAs), and potential cost overruns if not managed tightly. Mitigations typically involve robust performance monitoring by the government, clearly defined SLAs with penalties for non-compliance, stringent data security requirements, and a firm-fixed-price contract structure to control costs. The government's oversight role, including regular performance reviews and audits, is crucial. The contractor's own internal quality control and risk management processes are also vital. The long duration also presents a risk of technological obsolescence if not managed proactively.

How effective has this contract been in improving USCIS's ability to serve the public?

The effectiveness of this contract in improving USCIS's public service can be assessed through various metrics, such as call answer rates, average handling times, caller satisfaction surveys, and reduction in call abandonment rates. A contract of this magnitude and duration suggests a sustained effort to meet these objectives. Positive indicators would include consistent achievement of SLAs and positive feedback from the public regarding accessibility and quality of information received. Conversely, any significant backlogs, long wait times, or recurring complaints would indicate areas where effectiveness may be lacking and require corrective action.

What are the historical spending patterns for call center services within the Department of Homeland Security?

Historical spending on call center services within DHS, and specifically USCIS, has generally trended upwards with increasing demand for citizen services and digital engagement. Agencies like USCIS rely heavily on call centers to manage inquiries related to applications, case status, and general immigration information. Spending patterns are influenced by legislative changes, policy shifts, and the overall volume of immigration-related activities. Contracts for these services are often long-term due to the specialized nature of the work and the need for stable operations, reflecting a consistent budgetary allocation towards maintaining public communication channels.

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: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Offers Received: 6

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: General Dynamics Corp (UEI: 001381284)

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: $356,161,982

Exercised Options: $130,818,362

Current Obligation: $130,818,362

Contract Characteristics

Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS00V08PDD0066

IDV Type: IDC

Timeline