This Government Contract opportunity from Department Of Homeland Security was posted on October 1, 2008. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Resolution Center call center support for the Secure Flight Program

Awarded

HSTS02-08-R-TTC159Federal

Submission Closed09/30/2008, 12:00:00 PM UTC

Contract Overview

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

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NAICS: 561422

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Provision of out of hours customer call centre services.

Solicitation # 2026/S 000-096246

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Connexus Homes Limited

POSTED

9 days ago

DEADLINE

in 16 days

AI Contract Overview

Awarded on September 30, 2008, by the Department of Homeland Security, contract HSTS02-08-C-TTC158 tasks Professional Solutions, LLC with providing support services for the Secure Flight Resolution Center. This small business set-aside is a Cost Plus Fixed Fee, Award Term Incentive contract with a ceiling of 20,269,737.32 dollars. The contract structure includes a base year awarded at 1,852,900 dollars, three one-year option periods, and three potential two-year award term incentive periods. Primary operations are located in Annapolis Junction, Maryland, and Colorado Springs, Colorado. The scope of work involves managing a call center where Customer Support Agents respond to airline agents regarding traveler name matching and open assessment issues during the check-in process. These agents coordinate with Secure Flight Analysts, who utilize intelligence resources to determine if a traveler should be authorized for a boarding pass or if law enforcement intervention is required. Performance is measured through an Award Term Plan focusing on metrics such as call answer times, issue handling, and customer satisfaction. Contractor personnel must adhere to strict TSA and DHS security requirements, including background checks and the maintenance of a security plan, though Secret level clearances are not required for all agents.

General Info

Agency

Department Of Homeland Security → Contracting And Procurement

Contract Value

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Annapolis Junction MD and Colorado Springs CO., VA, USA

Set-Aside

NONE

Awardee

Professional Solutions, LLC 4807B Eisenhower Avenue Alexandria, VA 22304 Annapolis, Jct. MD 20701 USA

Award Issued Date

09/30/2008, 12:00:00 AM UTC

Documents

Amendment 01 Attachment 1 - Technical Amendments

amendment

High

Amendment 01 Attachment 2 Q&A

amendment

High

Amendment 01 to Solicitation HSTS02-08-R-TTC159

amendment

High

Amendment 02 to Solicitation HSTS02-08-R-TTC159

amendment

High

Attachment 2 - Security Requirements

sow

High

Award Term Plan - Secure Flight Resolution Service Center

sow

High

Secure Flight RFP Volume Overview and Cost Summary

rfp

High

TSA Resolution Center RFP HSTS02-08-R-TTC159

rfp

High

Attachment 1 - Contract and Award Term Period

contract-document

Low

Past Performance Information Assessment Collection Form

past-performance

Low

A01+Attach+3.ppt

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

4 updates

PhaseAwarded

PostedJun 18

Presolicitation

Notice updatedJul 2

The notice description changed.

Notice updatedJul 3

Response deadline added: Aug 4, 2008. The notice description changed.

Notice updatedJul 3

The response deadline was removed. The notice description changed.

Notice updatedJul 18

Response deadline added: Aug 4, 2008. The notice description changed.

Type ChangedJul 28

Presolicitation → Solicitation

AwardedSep 30

Contract was awarded

Submission Closed

09/30/2008, 12:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of Homeland Security → Contracting And Procurement

Contacts2 people available

OfficeSpringfield, VA, 20598, USA

Organization / AgencyDepartment Of Homeland Security → Contracting And Procurement

Office AddressSpringfield, VA, 20598, USA

Contacts

Marlene A. Betler

contact@example.gov

Guy D Galloway

contact@example.gov

Full Description

Award of the Secure Flight Resolution Center support services contract has been made to Professional Solutions. Solicitation number HSTS02-08-R-TTC159, and awarded contract number HSTS02-08-C-TTC158 are applicable to this requirement. The contract (Cost Plus Fixed Fee, Award Term Incentive) will have a ceiling in the amount of $20,269,737.32. This contract has a base year, three 1-year option periods and a potential for three 2-year award term incentive periods. The base period was awarded at $1,852,900 with $106,653.41 dedicated to surge support and ODCs. This contract was awarded on 09/30/2008 by the Contracting Officer Guy Galloway, who can be reached at Guy.Galloway@dhs.gov. This requirement was set aside for small business with the primary work location at Annapolis Junction MD and Colorado Springs CO. This contract fulfills the requirements of the secure flight resolution center. As a component of traveler name matching, SF will create a Secure Flight Resolution Center (SFRC) to perform advanced threat assessments of travelers scheduled to fly, and to resolve related, open traveler assessment issues at check-in. Customer Support Agents (CSAs), operating within the SFRC, will respond to calls from Airline Agents regarding open assessment issues, when a traveler is unable to print a boarding pass during the check in process. The CSA will coordinate the resolution of traveler issues at check-in and will direct the Airline Agent to proceed accordingly. Resolution may entail that the traveler be authorized for printing of the boarding pass or it may mean that law enforcement will need to be contacted for further involvement. CSAs will interact with Secure Flight Analysts (SFAs). SFAs will have access to intelligence resources enabling the SFA to notify the CSA of the correct resolution on a case by case basis. Awardee: Professional Solutions, LLC 4807B Eisenhower Avenue Alexandria, VA 22304