This Government Contract opportunity from Department Of Homeland Security was posted on July 30, 2010. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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TSA Contact Center (TCC)

Awarded

HSTS02-10-R-OSC005_RFPFederal

Submission Closed07/30/2010, 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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DEADLINE

Provision of out of hours customer call centre services.

Solicitation # 2026/S 000-096246

Connexus Homes Limited is seeking a reliable and customer-focused supplier to provide out-of-hours emergency repairs call handling services for its customers in Herefordshire and Shropshire. The service is designed to ensure timely support during evenings, weekends, bank holidays, and other closure periods. The appointed provider must have proven experience within the UK social housing sector and will be responsible for professionally managing calls, assessing the urgency of issues, providing clear advice, recording information, and dispatching emergency repairs to internal teams or nominated contractors according to established protocols. The contract has an estimated total value of 212,000 GBP including VAT, with an initial performance period from April 1, 2027, to March 31, 2029. There is an option to extend the agreement for an additional two years until March 31, 2031, subject to satisfactory annual performance reviews. This opportunity is noted as particularly suitable for small and medium-sized enterprises. The procurement process follows a two-stage competitive flexible procedure. Stage 1 requires a Pre-Qualification Questionnaire and a written tender submission, with the top four scoring bidders advancing to Stage 2. The second stage involves a further written tender, a pricing submission, and a clarification meeting. The deadline for enquiries is October 30, 2026, and the final tender submission deadline is November 6, 2026, at 12:00 pm. All submissions must be made electronically in English.

Connexus Homes Limited

POSTED

8 days ago

DEADLINE

in 16 days

AI Contract Overview

Solicitation HSTS02-10-R-OSC005 is a request for proposals issued by the Department of Homeland Security Transportation Security Administration to establish, staff, operate, and maintain the TSA Contact Center. This small business set-aside under NAICS 561422 is a firm-fixed-price contract consisting of a twelve-month base period and four one-year option periods. The contractor is responsible for providing a dual-channel contact center utilizing contractor-provided technology to manage calls, emails, live assist, and escalations, while adhering to strict performance requirements regarding availability, responsiveness, and security. The scope of work includes the implementation of a dedicated TSA contact database, adherence to detailed standard operating procedures for security and emergency handling, and the management of an optional CLIN for live-assist phone calls. Key deliverables involve maintaining specific acceptable quality levels for call abandonment and email response times, as well as conducting customer satisfaction surveys for the Office of the Ombudsman. Recent updates via Amendment A0005 have revised reporting requirements for service availability and incorporated consolidated questions and answers to clarify security background requirements, call recording rules, and transition procedures.

General Info

Agency

Department Of Homeland Security → Contracting And Procurement

Contract Value

$14,465,828

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Contractor's Facility Continental United States (CONUS) and Washington DC, VA, USA

Set-Aside

NONE

Awardee

K-4 Solutions 7702 Leesburg Pike Suite 420 FALLS CHURCH VA 22043 USA

Award Issued Date

07/30/2010, 12:00:00 AM UTC

Documents

Amendment A0001 to Solicitation HSTS02-10-R-OSC005

amendment

High

Amendment A0004 to Solicitation HSTS02-10-R-OSC005

amendment

High

Amendment A0005 to Solicitation HSTS02-10-R-OSC005

amendment

High

Appendix 2.1 TCC Standard Operating Procedures (Optional CLIN)

sow

High

Appendix 2.2 Functional Requirements - Optional CLIN

sow

High

Attachment 1 - Performance Work Statement

sow

High

Attachment 1 - Performance Work Statement A0003

sow

High

Attachment 3 - Wage Determination Instructions

wage-determination

High

Attachment 4 - Offeror Reps and Certs

6 pages · representations-and-certifications

High

Functional Requirements for Ombudsman Customer Satisfaction Survey

sow

High

Performance Requirements Summary (PRS)

sow

High

Performance Work Statement A0005

sow

High

Questions and Answers Amendment A0003

amendment

High

Questions and Answers Consolidated Part 2 Amendment A0005

q-and-a

High

RFP HSTS02-10-R-OSC005 A0003

rfp

High

Solicitation Amendment A0002 for HSTS02-10-R-OSC005

amendment

High

Solicitation Amendment A0003

amendment

High

Solicitation SF 33 RFP HSTS02-10-R-OSC005

rfp

High

TCC Standard Operating Procedures

sow

High

TCC Standard Operating Procedures

sow

High

TCC TSA Contact Database Functional Requirements

sow

High

Past Performance Survey A0002

4 pages · past-performance

Low

Past Performance Survey - RFP HSTS02-10-R-OSC005

past-performance

Low

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

6 updates

PhaseAwarded

PostedDec 29

Combined Synopsis

Notice updatedJan 20

Response deadline changed from Jan 29, 2010 to Feb 12, 2010. The notice description changed.

Notice updatedFeb 2

Response deadline changed from Feb 12, 2010 to Feb 19, 2010. The notice description changed. The point of contact changed.

Notice updatedFeb 3

The notice description changed.

Notice updatedFeb 4

The notice description changed.

Notice updatedFeb 16

The notice description changed.

Notice updatedFeb 19

Response deadline changed from Feb 19, 2010 to Feb 26, 2010. The notice description changed.

AwardedJul 30

Contract was awarded

Submission Closed

07/30/2010, 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

Elena GrigorievaContracts Specialist

contact@example.gov

+1 (555) 000-0000

Machelle Y RobinsonContracting Officer

contact@example.gov

+1 (555) 000-0000

Full Description

This amendment A0005 is hereby issued to revise the following: (1) to update language to Section "Special Requirements-2.0 Reporting Requirement #6 Service Availability" in the Performance Work Statement (Attachment 1). (2) to incorporate the consolidated/completed Questions and Answers (Attachment 5)