Top

OC3

Active

Federal

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

The Federal Emergency Management Agency, under the Department of Homeland Security, is seeking to establish multiple award Blanket Purchase Agreements for contact center support services related to disaster response under NAICS code 561422. The contractor must be prepared to handle up to 175,000 production hours per week during periods of high disaster activity, with the ability to scale up to a maximum of 210,000 production hours at FEMA’s discretion. Production hours encompass call handling, readiness to take calls, after-call work, data validation, 30-minute pre-shift preparation, and direct coaching or training, but do not include unproductive time such as breaks exceeding 15 minutes or lunch. The contractor is required to provide a fully managed contact center with all staff, infrastructure, and operational costs included in a fully burdened agent hour or minute rate that covers overtime and overhead. Staffing requests will be submitted in Full Time Equivalents, with one FTE equaling 40 production hours per week. The place of performance is identified as Denton, Texas, and the contract is classified under PSC code R702 for data collection support.

General Info

FEMA seeks scalable contact center support up to 210,000 weekly hours for disaster response, fully burdened rates, Denton, Texas.

Agency

Department of Homeland Security → Federal Emergency Management Agency

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Denton, TX, USA

Set-Aside

SBP

Documents

No documents available

Documents will appear here when they are available.

AI Contract Breakdown

Uniform Contract Format

No documents to break down

The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PostedOct 29

forecast

Ready to pursue this opportunity?

Get full access to track this contract, build proposals with AI assistance, and manage your pipeline.

Organization & Contact Information

AgencyDepartment of Homeland Security → Federal Emergency Management Agency

Contacts3 people available

OfficeN/A

Organization / AgencyDepartment of Homeland Security → Federal Emergency Management Agency

Office AddressN/A

Contacts

Felicia Castillo

Hailey Stork

Amy ConnollySmall Business Specialist/APFS Coordinator

contact@example.gov

+1 (555) 000-0000

Full Description

The purpose of this requirement is to establish multi-award Blanket Purchase Agreements (BPA) for Contact Center support of the GSA MAS NAICS 561422). During periods of high disaster activity, there is a need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. The government requires the contractor be prepared to handle up to 175,000 production hours per week. The contractor will have the capability to increase, at FEMA’s discretion, the weekly production hours up to a maximum of 210,000 production hours. FEMA staffing requests may be communicated utilizing Full Time Equivalent (FTE: 1 FTE = 8 Hours/Day x 5 Days/Week = 40 Production Hours per Week). A production hour includes time spent taking calls, in a ready state to take calls, after call work, document validation, 30-minute pre-shift, or directly involved in coaching or training. The government will not pay for call agents unavailable to accept calls due to any lawful permitted breaks exceeding 15-minutes, lunch, or other unproductive time. The Contractor shall provide a fully managed contact center and staff; all costs associated with a scalable contact center shall be included in the agent hour rate. The agent hour/minute billable rate shall be fully burdened; the rate shall include overtime and overhead costs.
PSC Code R702 (Support-Management: Data Collection)