CDCINFO Contact Center Services Contract Awarded to MAXIMUS FEDERAL SERVICES for $65.7M
Contract Overview
Contract Amount: $65,725,770 ($65.7M)
Contractor: Maximus Federal Services, Inc.
Awarding Agency: General Services Administration
Start Date: 2017-12-01
End Date: 2022-08-31
Contract Duration: 1,734 days
Daily Burn Rate: $37.9K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 4
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: CDCINFO CONTACT CENTER SERVICES IGF::OT::IGF
Place of Performance
Location: ATLANTA, DEKALB County, GEORGIA, 30329
State: Georgia Government Spending
Plain-Language Summary
General Services Administration obligated $65.7 million to MAXIMUS FEDERAL SERVICES, INC. for work described as: CDCINFO CONTACT CENTER SERVICES IGF::OT::IGF Key points: 1. Contract value of $65.7M over its period of performance. 2. Awarded under full and open competition. 3. Potential risk in contract duration (1734 days). 4. Services fall under the Information Services sector.
Value Assessment
Rating: fair
The contract value of $65.7M for contact center services over nearly 5 years suggests a moderate per-year cost. Benchmarking against similar large-scale contact center contracts would be necessary for a precise assessment.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded through full and open competition, indicating a robust price discovery process. This method generally leads to more competitive pricing for the government.
Taxpayer Impact: The use of full and open competition is expected to yield fair market value, minimizing unnecessary taxpayer expense.
Public Impact
Ensures continued public access to CDC information and services. Supports public health initiatives by providing a communication channel. Potential impact on service quality based on vendor performance.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Long contract duration may limit flexibility.
- Reliance on a single vendor for critical contact services.
Positive Signals
- Awarded via full and open competition.
- Firm fixed price contract type provides cost certainty.
Sector Analysis
This contract falls within the Information Services sector, specifically related to contact center operations. Spending in this area is common across government agencies for public outreach and support.
Small Business Impact
No specific information is provided regarding small business participation or subcontracting in this award notice.
Oversight & Accountability
The General Services Administration (GSA) awarded this contract through its Federal Acquisition Service, indicating established procurement processes are likely in place.
Related Government Programs
- All Other Information Services
- General Services Administration Contracting
- Federal Acquisition Service Programs
Risk Flags
- Long contract duration.
- Potential for vendor lock-in.
- Lack of specific performance metrics in award notice.
- No mention of small business participation.
Tags
all-other-information-services, general-services-administration, ga, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
General Services Administration awarded $65.7 million to MAXIMUS FEDERAL SERVICES, INC.. CDCINFO CONTACT CENTER SERVICES IGF::OT::IGF
Who is the contractor on this award?
The obligated recipient is MAXIMUS FEDERAL SERVICES, INC..
Which agency awarded this contract?
Awarding agency: General Services Administration (Federal Acquisition Service).
What is the total obligated amount?
The obligated amount is $65.7 million.
What is the period of performance?
Start: 2017-12-01. End: 2022-08-31.
What is the benchmark cost per contact or per hour for similar government contact center services?
Benchmarking the per-unit cost against similar government contracts for contact center services is crucial. Without specific metrics like cost per call, cost per minute, or cost per agent hour, it's difficult to definitively assess value. However, a $65.7M contract over 1734 days suggests an average annual spend of approximately $15M, which needs to be evaluated against service levels and performance metrics.
What are the key performance indicators (KPIs) and service level agreements (SLAs) for this contract, and how are they monitored?
The effectiveness of this contract hinges on clearly defined KPIs and SLAs related to call volume, response times, resolution rates, and customer satisfaction. Robust monitoring by the GSA is essential to ensure MAXIMUS FEDERAL SERVICES meets these performance standards and delivers value. Lack of transparency on these metrics makes assessing effectiveness challenging.
Are there any identified risks associated with vendor lock-in or transition challenges given the contract's duration?
The contract's duration of 1734 days (approximately 4.75 years) presents a potential risk of vendor lock-in and challenges during transition to a new vendor. Proactive planning for contract close-out and transition, including knowledge transfer and data management, is vital to mitigate disruption to CDCINFO services and ensure continuity for the public.
Industry Classification
NAICS: Information › Other Information Services › All Other Information 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: ID04170096
Offers Received: 4
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: Maximus Inc
Address: 3120 FAIRVIEW PARK DR STE 400, FALLS CHURCH, VA, 22042
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $71,485,229
Exercised Options: $69,307,664
Current Obligation: $65,725,770
Actual Outlays: $-100,408
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00V08PDD0068
IDV Type: IDC
Timeline
Start Date: 2017-12-01
Current End Date: 2022-08-31
Potential End Date: 2023-05-31 00:00:00
Last Modified: 2023-10-02
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