Maximus Federal Services Awarded $86.8M for CFPB Contact Center Operations
Contract Overview
Contract Amount: $86,855,280 ($86.9M)
Contractor: Maximus Federal Services, Inc.
Awarding Agency: Department of the Treasury
Start Date: 2011-06-08
End Date: 2016-12-07
Contract Duration: 2,009 days
Daily Burn Rate: $43.2K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 6
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: IMPLEMENTATION AND OPERATION OF CFPB'S CONTACT CENTER
Place of Performance
Location: LAS CRUCES, DONA ANA County, NEW MEXICO, 88001
Plain-Language Summary
Department of the Treasury obligated $86.9 million to MAXIMUS FEDERAL SERVICES, INC. for work described as: IMPLEMENTATION AND OPERATION OF CFPB'S CONTACT CENTER Key points: 1. Contract value of $86.8M over 5 years. 2. Maximus Federal Services is the sole awardee. 3. Risk of vendor lock-in due to single award. 4. Spending falls under Information Services sector.
Value Assessment
Rating: fair
The contract value of $86.8M for 5 years suggests a significant investment in contact center operations. Benchmarking against similar large-scale government contact center contracts would be necessary to assess if this pricing is competitive.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition, indicating a competitive bidding process. However, the data specifies a 'Delivery Order' which might imply it's part of a larger IDIQ, and further details are needed to confirm the extent of competition for this specific order.
Taxpayer Impact: The use of taxpayer funds for this contract requires careful oversight to ensure value for money and efficient service delivery.
Public Impact
Ensures continued operation of the Consumer Financial Protection Bureau's contact center. Impacts citizens seeking assistance and information from the CFPB. Supports the CFPB's mission to protect consumers in the financial marketplace.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Lack of specific performance metrics in provided data.
- Potential for cost overruns if not managed tightly.
Positive Signals
- Awarded under full and open competition.
- Supports a key consumer protection agency.
Sector Analysis
This contract falls within the 'All Other Information Services' category. Spending in this sector can vary widely based on the complexity and scope of services required, from basic IT support to comprehensive customer service operations.
Small Business Impact
The provided data does not indicate any specific set-asides for small businesses. Further analysis would be needed to determine if small businesses were involved as subcontractors or if opportunities were missed.
Oversight & Accountability
The Department of the Treasury, through the Bureau of the Fiscal Service, is responsible for this contract. Oversight mechanisms should be in place to monitor performance, costs, and adherence to contract terms.
Related Government Programs
- All Other Information Services
- Department of the Treasury Contracting
- Bureau of the Fiscal Service Programs
Risk Flags
- Single award may limit future competition.
- Long-term contract duration requires ongoing performance monitoring.
- Potential for scope creep if not clearly defined.
- Dependence on a single vendor for critical consumer interaction.
Tags
all-other-information-services, department-of-the-treasury, nm, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $86.9 million to MAXIMUS FEDERAL SERVICES, INC.. IMPLEMENTATION AND OPERATION OF CFPB'S CONTACT CENTER
Who is the contractor on this award?
The obligated recipient is MAXIMUS FEDERAL SERVICES, INC..
Which agency awarded this contract?
Awarding agency: Department of the Treasury (Bureau of the Fiscal Service).
What is the total obligated amount?
The obligated amount is $86.9 million.
What is the period of performance?
Start: 2011-06-08. End: 2016-12-07.
What specific services are included in the 'Contact Center Operations' and how do they align with the CFPB's mission?
Contact center operations likely encompass handling consumer inquiries, providing information on financial products and services, processing complaints, and directing consumers to appropriate resources. These services directly support the CFPB's mission by facilitating consumer engagement and ensuring access to assistance, thereby promoting fair and transparent financial markets.
What are the key performance indicators (KPIs) for this contract and how is Maximus Federal Services' performance measured against them?
Key performance indicators for a contact center contract typically include call answer rates, average handling time, customer satisfaction scores, first-call resolution rates, and adherence to schedule. Robust performance measurement against these KPIs is crucial for ensuring the effectiveness of the service and justifying the contract's value to taxpayers.
Are there any potential risks associated with the long-term operation of a contact center by a single vendor, and what mitigation strategies are in place?
A significant risk with a single vendor is potential vendor lock-in, reduced competitive pressure, and a decline in service quality over time. Mitigation strategies could include strong contract management, regular performance reviews, clear exit strategies, and periodic re-competition to ensure continued value and service excellence.
Industry Classification
NAICS: Information › Other Information Services › All Other Information Services
Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › ADP AND TELECOMMUNICATIONS
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: Maximus Inc (UEI: 082347477)
Address: 3120 FAIRVIEW PARK DR STE 400, FALLS CHURCH, VA, 22042
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $132,030,732
Exercised Options: $86,855,280
Current Obligation: $86,855,280
Actual Outlays: $54,397
Contract Characteristics
Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00V08PDD0068
IDV Type: IDC
Timeline
Start Date: 2011-06-08
Current End Date: 2016-12-07
Potential End Date: 2016-12-07 00:00:00
Last Modified: 2021-02-17
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