Mission Australia After-Hours Answering Service

This contract establishes a firm-fixed-price agreement for the provision of after-hours answering services to support U.S. diplomatic missions across Australia, including the Embassy in Canberra and Consulates General in Sydney, Melbourne, and Perth, with future expansion to Brisbane and Adelaide. The contractor must staff a 24/7 call center capable of handling incoming calls from both Australia and internationally during non-business hours, including weekdays from 5:00 p.m. to 8:00 a.m. AEST, weekends from Friday evening through Monday morning, and all American and Australian holidays with full-day coverage. Personnel must be native-level English speakers with knowledge of U.S. government services, Australian time zones, regional emergency protocols, and local holidays. The service is designed to screen calls, provide limited information, resolve non-emergency inquiries locally, and immediately connect emergency calls to designated duty officers, using updated protocols provided by the government. The contract includes a base one-year term with four one-year options, extending the potential duration to five years and six months, and allows for a short-term extension of up to six months if necessary. The contractor is required to furnish all managerial, administrative, and direct labor resources, maintaining strict confidentiality of duty officer identities, contact information, call details, and mission security procedures. All personnel must undergo personal identity verification as mandated by FAR 52.204-9, and the contractor must carry worker’s compensation and war-hazard insurance under FAR 52.228-4. Calls are structured around a monthly base of 300 in-call activities included in the fixed price, with additional charges applied per call beyond that threshold. Goods and Services Tax (GST) must be itemized separately on all invoices, which are to be submitted electronically to sydaccounts@state.gov in Australian dollars via EFT, with payments processed within 10–15 working days of receipt. The contractor must provide monthly and quarterly performance reports, maintain compliance with a strict one-complaint-per-month performance standard, and face financial deductions for any failure to meet service requirements such as missed calls, outdated contact information, unprofessional conduct, or breaches of confidentiality. Offerors must be registered in the System for Award Management (SAM), submit a completed SF-1449 form, demonstrate an established Australian business presence or a plan to establish one within 30 days of award, and nominate a project manager fluent in English. Proposals are due electronically by noon AEST on July 8, 202