GSA Awards $3.9M Contract for Contact Center Support to Systems Integration, Inc

Contract Overview

Contract Amount: $3,909,695 ($3.9M)

Contractor: Systems Integration, Inc.

Awarding Agency: General Services Administration

Start Date: 2025-12-10

End Date: 2027-01-03

Contract Duration: 389 days

Daily Burn Rate: $10.1K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 1

Pricing Type: LABOR HOURS

Sector: IT

Official Description: GSA CONTACT CENTERS (GSACCS) SUPPORT

Place of Performance

Location: KANSAS CITY, JACKSON County, MISSOURI, 64101

State: Missouri Government Spending

Plain-Language Summary

General Services Administration obligated $3.9 million to SYSTEMS INTEGRATION, INC. for work described as: GSA CONTACT CENTERS (GSACCS) SUPPORT Key points: 1. Contract awarded to Systems Integration, Inc. for contact center support. 2. The contract is valued at $3.9 million. 3. Full and open competition was utilized. 4. The contract duration is approximately 2.5 years.

Value Assessment

Rating: fair

The contract is for labor hours, making direct pricing comparisons difficult without detailed task breakdowns. The value appears moderate for the duration, but specific performance metrics are needed for a full assessment.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, suggesting a competitive bidding process. This method generally promotes price discovery and potentially better value for the government.

Taxpayer Impact: The $3.9 million expenditure represents taxpayer funds allocated for essential government contact center operations.

Public Impact

Ensures continued operation of GSA contact centers, impacting citizen and agency interactions. Supports federal agency needs for customer service and information dissemination. Potential for improved service delivery through specialized contact center support.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Labor hour contracts can lead to cost overruns if not managed tightly.
Dependence on a single vendor for critical contact center functions.
Potential for scope creep without clear performance metrics.

Positive Signals

Full and open competition suggests a competitive process.
Contract duration provides stability for service continuity.
Supports essential government functions.

Sector Analysis

This contract falls within the IT services sector, specifically related to computer-related services. Spending in this area is substantial across government, supporting various operational needs.

Small Business Impact

The data indicates this contract was not awarded to a small business. Further analysis would be needed to determine if small business subcontracting opportunities exist within this award.

Oversight & Accountability

Oversight will be crucial to ensure Systems Integration, Inc. meets performance requirements and stays within budget, especially given the labor hour contract type.

Related Government Programs

Other Computer Related Services
General Services Administration Contracting
Federal Acquisition Service Programs

Risk Flags

Labor hour contract type increases cost risk.
Lack of specific performance metrics in provided data.
Potential for vendor lock-in if not managed.
No indication of small business participation.

Frequently Asked Questions

What is this federal contract paying for?

General Services Administration awarded $3.9 million to SYSTEMS INTEGRATION, INC.. GSA CONTACT CENTERS (GSACCS) SUPPORT

Who is the contractor on this award?

The obligated recipient is SYSTEMS INTEGRATION, INC..

Which agency awarded this contract?

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

What is the total obligated amount?

The obligated amount is $3.9 million.

What is the period of performance?

Start: 2025-12-10. End: 2027-01-03.

What are the key performance indicators (KPIs) for this contract, and how will they be measured to ensure value for money?

Key performance indicators are essential for assessing the value of labor hour contracts. These typically include metrics like average call handling time, first call resolution rates, customer satisfaction scores, and agent availability. Robust measurement and regular reporting against these KPIs will allow the GSA to determine if the $3.9 million investment is yielding effective and efficient contact center operations and identify any areas needing corrective action.

What is the government's strategy for mitigating risks associated with a labor hour contract, such as cost overruns or scope creep?

Mitigating risks in labor hour contracts involves stringent oversight and clear task definitions. The GSA should implement detailed work breakdown structures, establish clear ceilings on hours and costs, and conduct regular performance reviews. Utilizing a strong contract management team to monitor progress, validate invoices, and ensure adherence to the Statement of Work is paramount. Proactive communication with the contractor to address potential scope changes early is also key.

How does the pricing structure compare to industry benchmarks for similar contact center support services, considering the labor hour model?

Benchmarking labor hour contracts is challenging without specific skill sets and task complexity. However, the GSA likely compared proposed hourly rates against government-wide contract vehicles (like GSA Schedules) and market research data for similar IT support services. The total value of $3.9 million over approximately 2.5 years suggests a moderate average annual spend, but a detailed analysis of the specific labor categories and their rates against benchmarks is necessary for a definitive assessment.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Other Computer Related 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

Offers Received: 1

Pricing Type: LABOR HOURS (Z)

Evaluated Preference: NONE

Contractor Details

Address: 11900 ECHO POINT PL, CLARKSBURG, MD, 20871

Business Categories: Category Business, Corporate Entity Not Tax Exempt, DoT Certified Disadvantaged Business Enterprise, Minority Owned Business, Small Business, Special Designations, Subchapter S Corporation, Indian (Subcontinent) American Owned Business, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $20,504,055

Exercised Options: $3,909,695

Current Obligation: $3,909,695

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: GS35F295DA

IDV Type: FSS

Timeline