DHS awards $103.8M for Call Centers to Peraton Enterprise Solutions LLC under Full and Open Competition

Contract Overview

Contract Amount: $103,803,525 ($103.8M)

Contractor: Peraton Enterprise Solutions 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: $48.1K/day

Competition Type: FULL AND OPEN COMPETITION

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: CALL CENTERS

Place of Performance

Location: LONDON, LAUREL County, KENTUCKY, 40741

State: Kentucky Government Spending

Plain-Language Summary

Department of Homeland Security obligated $103.8 million to PERATON ENTERPRISE SOLUTIONS LLC for work described as: CALL CENTERS Key points: 1. Significant contract value of $103.8 million over six years. 2. Competition was full and open, suggesting potential for competitive pricing. 3. Contract covers 'All Other Information Services' (NAICS 519190). 4. Risk appears moderate given the long duration and fixed-price structure.

Value Assessment

Rating: fair

The contract value of $103.8 million over approximately 6 years averages to about $17.3 million annually. Without specific service level agreements or performance metrics, it's difficult to definitively assess value. However, the duration suggests a need for sustained services.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, which typically allows for the widest range of potential bidders and can lead to more competitive pricing. The award type is a Delivery Order, indicating it was likely part of a larger indefinite-delivery/indefinite-quantity (IDIQ) contract or similar vehicle.

Taxpayer Impact: Full and open competition generally benefits taxpayers by fostering a competitive environment that can drive down costs and improve service quality.

Public Impact

Citizenship and Immigration Services (USCIS) relies on these call centers for public interaction. The services provided likely impact millions of individuals seeking immigration information and assistance. Contract duration of nearly six years suggests a critical, long-term need for these services.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Long contract duration (2159 days) increases risk of cost escalation or obsolescence.
Lack of specific performance metrics makes value assessment difficult.
Potential for vendor lock-in given the duration and specialized nature of services.

Positive Signals

Awarded under full and open competition, promoting market efficiency.
Firm Fixed Price contract structure shifts some cost risk to the contractor.
Department of Homeland Security is a critical agency with essential public-facing functions.

Sector Analysis

The IT services sector, particularly call center operations, is a significant area of government spending. Benchmarks for similar contracts are highly dependent on the scope of services, call volume, and required technologies, making direct comparison challenging without more detail.

Small Business Impact

The data does not indicate whether small businesses were involved as subcontractors. The primary contractor, Peraton Enterprise Solutions LLC, is a large business. Further analysis would be needed to determine small business participation.

Oversight & Accountability

Oversight would typically involve regular performance reviews, audits, and adherence to service level agreements by USCIS. The long duration necessitates consistent monitoring to ensure value and effectiveness.

Related Government Programs

All Other Information Services
Department of Homeland Security Contracting
U.S. Citizenship and Immigration Services Programs

Risk Flags

Potential for cost overruns if not managed tightly over the long term.
Risk of service degradation if performance monitoring is insufficient.
Dependence on a single contractor for critical public interface.
Technological obsolescence if services are not updated.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $103.8 million to PERATON ENTERPRISE SOLUTIONS LLC. CALL CENTERS

Who is the contractor on this award?

The obligated recipient is PERATON ENTERPRISE SOLUTIONS 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 $103.8 million.

What is the period of performance?

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

What specific services are included in these call center operations, and how do they align with USCIS's mission?

These call center operations likely handle a high volume of inquiries related to immigration applications, status updates, and general information. They are crucial for USCIS to manage public interaction efficiently, reduce direct staff burden, and provide consistent information. The specific services would encompass inbound/outbound calls, potentially email and chat support, and knowledge base management to address diverse citizen needs.

How does the $103.8 million contract value compare to industry benchmarks for similar call center services, considering the duration?

Benchmarking this contract is challenging without detailed service scope. However, an average annual spend of approximately $17.3 million for comprehensive government call center services is substantial. Industry benchmarks vary widely based on call volume, complexity, technology stack, and staffing models. Given the duration and the critical nature of USCIS inquiries, this figure may be within a reasonable range, but a detailed cost-benefit analysis is needed.

What are the key performance indicators (KPIs) used to measure the effectiveness and efficiency of these call center services?

Effective call center operations are typically measured by KPIs such as average speed of answer (ASA), first call resolution (FCR), customer satisfaction (CSAT) scores, call abandonment rate, and agent productivity. For USCIS, specific KPIs might also include accuracy of information provided and adherence to privacy regulations. The contract's effectiveness hinges on meeting or exceeding these defined metrics.

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: NEGOTIATED PROPOSAL/QUOTE

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: DXC Technology Company (UEI: 080521853)

Address: 13600 EDS DR, HERNDON, VA, 20171

Business Categories: Category Business, Limited Liability Corporation, Not Designated a Small Business, Special Designations, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $322,193,925

Exercised Options: $103,803,525

Current Obligation: $103,803,525

Contract Characteristics

Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS00V08PDD0072

IDV Type: IDC

Timeline