GSA awards $10.3M for logistical support call center services to Quality Innovation, Inc

Contract Overview

Contract Amount: $10,299,066 ($10.3M)

Contractor: Quality Innovation, Inc

Awarding Agency: General Services Administration

Start Date: 2021-05-01

End Date: 2025-12-31

Contract Duration: 1,705 days

Daily Burn Rate: $6.0K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 6

Pricing Type: FIRM FIXED PRICE

Sector: Other

Official Description: LOGISTICAL PROGRAM SUPPORT CALL CENTER

Place of Performance

Location: KANSAS CITY, JACKSON County, MISSOURI, 64108

State: Missouri Government Spending

Plain-Language Summary

General Services Administration obligated $10.3 million to QUALITY INNOVATION, INC for work described as: LOGISTICAL PROGRAM SUPPORT CALL CENTER Key points: 1. Contract awarded via full and open competition, suggesting a competitive bidding process. 2. The contract duration of 1705 days indicates a long-term need for these services. 3. Fixed-price contract type may offer cost certainty for the government. 4. The award is a delivery order under a larger contract vehicle. 5. Services fall under Administrative Management and General Management Consulting. 6. No small business set-aside was utilized for this specific award.

Value Assessment

Rating: fair

Benchmarking the value of this $10.3 million contract for logistical program support call center services is challenging without specific performance metrics or comparable contract data. The firm fixed-price structure provides cost predictability. However, the absence of detailed performance benchmarks or comparisons to similar government call center operations makes a definitive value assessment difficult. Further analysis would require understanding the scope of services, call volume handled, and resolution rates compared to industry standards.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded under a full and open competition, indicating that all responsible sources were permitted to submit bids. The presence of 6 bidders suggests a moderate level of competition for this requirement. While multiple bidders participated, the specific details of the bidding process and the evaluation criteria are not provided, which limits a deeper assessment of how effectively competition drove price discovery.

Taxpayer Impact: A competitive bidding process generally benefits taxpayers by encouraging lower prices and better service offerings from contractors vying for the award.

Public Impact

Federal agencies requiring logistical program support will benefit from the services provided. The contract ensures the continued operation of a call center for logistical assistance. Services are delivered to support federal program operations, enhancing efficiency. The contract is managed by the General Services Administration (GSA). Workforce implications are primarily related to the contractor's personnel fulfilling the call center roles.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Lack of detailed performance metrics makes it difficult to assess the true value for money.
The firm fixed-price contract type might disincentivize cost-saving innovations by the contractor if not structured with performance incentives.
Limited information on the specific scope of 'logistical program support' could obscure potential inefficiencies.
The duration of the contract suggests a long-term commitment, requiring ongoing scrutiny of performance.

Positive Signals

Awarded through full and open competition, indicating a broad search for qualified contractors.
The firm fixed-price contract type offers budget certainty for the government.
The contract is a delivery order, suggesting it leverages an existing, potentially pre-vetted, contract vehicle.
The contractor, Quality Innovation, Inc., is a known entity in the federal contracting space.

Sector Analysis

The Administrative Management and General Management Consulting Services sector (NAICS 541611) is a broad category encompassing a wide range of advisory and support services for government operations. Federal spending in this sector is substantial, supporting everything from strategic planning to operational efficiency improvements. This contract for a logistical program support call center fits within this sector by providing essential operational support services. Comparable spending benchmarks would typically involve analyzing the average cost per call, cost per agent, or overall contract value for similar call center operations across various federal agencies.

Small Business Impact

This contract was not awarded as a small business set-aside, nor does it appear to have specific subcontracting requirements for small businesses mentioned in the provided data. This means that opportunities for small businesses to directly participate in this specific award are limited. The overall impact on the small business ecosystem would depend on whether the prime contractor, Quality Innovation, Inc., has its own small business subcontracting program and actively seeks small business partners for other aspects of its operations.

Oversight & Accountability

Oversight for this contract is primarily managed by the General Services Administration (GSA), which awarded the contract through its Federal Acquisition Service. As a delivery order under a larger contract vehicle, there may be existing oversight mechanisms tied to that vehicle. Transparency is facilitated by public contract databases, but detailed operational oversight and accountability measures would be internal to the GSA and the contractor. Inspector General jurisdiction would typically apply if fraud, waste, or abuse were suspected.

Related Government Programs

GSA Federal Acquisition Service Contracts
Administrative Management and General Management Consulting Services
Call Center Services Contracts
Logistical Support Services

Risk Flags

Potential for scope creep if 'logistical program support' is not clearly defined.
Reliance on contractor's internal quality control for service delivery.
Risk of vendor lock-in if transition to a new provider is complex.
Performance variability inherent in call center operations.

Frequently Asked Questions

What is this federal contract paying for?

General Services Administration awarded $10.3 million to QUALITY INNOVATION, INC. LOGISTICAL PROGRAM SUPPORT CALL CENTER

Who is the contractor on this award?

The obligated recipient is QUALITY INNOVATION, INC.

Which agency awarded this contract?

Awarding agency: General Services Administration (Federal Acquisition Service).

What is the total obligated amount?

The obligated amount is $10.3 million.

What is the period of performance?

Start: 2021-05-01. End: 2025-12-31.

What is the historical spending pattern for logistical program support call center services by the GSA?

Analyzing historical spending patterns for logistical program support call center services by the GSA requires access to detailed historical contract databases. Without specific data, it's difficult to provide precise figures. However, GSA's mission involves providing centralized procurement and management services for federal agencies. Therefore, spending in this area is likely influenced by the overall demand for administrative and operational support across government. Trends might show an increase in outsourced call center services over time as agencies seek specialized support and cost efficiencies. Fluctuations could be tied to specific agency needs, program expansions or contractions, and the availability of competitive contract vehicles.

How does Quality Innovation, Inc.'s track record in similar contracts compare to industry standards?

Assessing Quality Innovation, Inc.'s track record requires a review of their past performance on similar government contracts, particularly those involving call center operations and logistical support. Information on past performance, including client satisfaction, adherence to schedules, and budget management, is typically available through sources like the Contractor Performance Assessment Reporting System (CPARS). Without direct access to CPARS data for Quality Innovation, Inc. on comparable contracts, it's challenging to provide a definitive comparison. However, their ability to win this $10.3 million GSA contract suggests they have met certain performance and capability requirements deemed necessary by the agency.

What are the key performance indicators (KPIs) expected for this logistical program support call center contract?

Key Performance Indicators (KPIs) for a logistical program support call center contract typically focus on efficiency, effectiveness, and customer satisfaction. Common KPIs include average call handling time, first call resolution rate, customer satisfaction scores (CSAT), agent adherence to schedule, and response times for inquiries. For logistical support, specific KPIs might also relate to the accuracy of information provided, the speed of issue resolution, and the successful routing of complex issues to appropriate logistical personnel. The firm fixed-price nature of this contract suggests that the contractor is incentivized to meet these KPIs efficiently to maintain profitability.

What is the potential risk associated with the firm fixed-price contract type for this service?

The primary risk associated with a firm fixed-price (FFP) contract for services like a call center is that the contractor may have less incentive to control costs beyond what is necessary to meet the contract requirements. If the scope of work is not precisely defined or if unforeseen issues arise, the contractor might be less motivated to find cost-saving efficiencies, potentially leading to a less optimal value for the government compared to a cost-plus or incentive-fee contract. Conversely, FFP provides budget certainty for the government. The risk is mitigated if the SOW is clear and the contractor has strong internal cost management.

How does the $10.3 million value compare to other GSA call center support contracts?

Comparing the $10.3 million value of this contract to other GSA call center support contracts requires a broad market analysis. GSA procures a wide range of support services, and contract values can vary significantly based on scope, duration, and complexity. A $10.3 million contract over approximately 4.75 years (from May 2021 to Dec 2025) represents an average annual value of roughly $2.17 million. This is a moderate-sized contract within the federal IT and administrative services landscape. Larger, more complex call center operations supporting major agencies or critical functions could easily exceed this value, while smaller, more specialized support might be valued lower.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Management, Scientific, and Technical Consulting Services › Administrative Management and General Management Consulting Services

Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 47QFHA20Q0002

Offers Received: 6

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 15808 RANCH ROAD 620 N STE 205, AUSTIN, TX, 78717

Business Categories: Category Business, Corporate Entity Not Tax Exempt, HUBZone Firm, Service Disabled Veteran Owned Business, Small Business, Special Designations, U.S.-Owned Business, Veteran Owned Business

Financial Breakdown

Contract Ceiling: $10,299,066

Exercised Options: $10,299,066

Current Obligation: $10,299,066

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: 47QRAA18D000E

IDV Type: FSS

Timeline