DHS awards $6.18M call center contract for National Transportation Vetting Center to Systems Integration, Inc

Contract Overview

Contract Amount: $6,175,440 ($6.2M)

Contractor: Systems Integration, Inc.

Awarding Agency: Department of Homeland Security

Start Date: 2023-05-04

End Date: 2026-05-03

Contract Duration: 1,095 days

Daily Burn Rate: $5.6K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 6

Pricing Type: FIRM FIXED PRICE

Sector: Other

Official Description: NATIONAL TRANSPORTATION VETTING CENTER (NTVC) CALL CENTER SUPPORT- THE WORK WILL BE COMPLETED AT TWO LOCATIONS: COLORADO SPRINGS, CO AND ANNAPOLIS JUNCTION, MD

Place of Performance

Location: COLORADO SPRINGS, EL PASO County, COLORADO, 80903

State: Colorado Government Spending

Plain-Language Summary

Department of Homeland Security obligated $6.2 million to SYSTEMS INTEGRATION, INC. for work described as: NATIONAL TRANSPORTATION VETTING CENTER (NTVC) CALL CENTER SUPPORT- THE WORK WILL BE COMPLETED AT TWO LOCATIONS: COLORADO SPRINGS, CO AND ANNAPOLIS JUNCTION, MD Key points: 1. Contract awarded via full and open competition, suggesting a competitive bidding process. 2. The contract has a firm fixed price, which can help control costs. 3. The duration of 1095 days (3 years) indicates a medium-term need for these services. 4. The work will be performed at two distinct locations, potentially increasing logistical complexity. 5. The North American Industry Classification System (NAICS) code 541519 suggests a focus on IT-related services beyond standard call center operations. 6. The award is a delivery order, implying it's part of a larger indefinite-delivery/indefinite-quantity (IDIQ) contract.

Value Assessment

Rating: good

The contract's total value of $6.18 million over three years averages to approximately $2.06 million annually. Without specific benchmarks for call center support services for a national vetting center, a direct value-for-money assessment is challenging. However, the firm fixed-price structure provides cost certainty. Further analysis would require comparing this rate to similar government or private sector contracts for specialized call center operations with security vetting components.

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 data shows 6 bids were received, suggesting a healthy level of competition for this requirement. A competitive process generally leads to better price discovery and potentially more innovative solutions.

Taxpayer Impact: A competitive award means taxpayers likely benefited from a more efficient price and potentially better service quality due to the pressure of multiple bidders.

Public Impact

The primary beneficiaries are the Department of Homeland Security (DHS) and the Transportation Security Administration (TSA), who will receive essential call center support. The services delivered will support the National Transportation Vetting Center (NTVC), crucial for national security and transportation safety. The contract impacts workforce in Colorado Springs, CO, and Annapolis Junction, MD, through employment opportunities. The NTVC's operations, supported by this contract, contribute to the overall security of the U.S. transportation system.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for increased costs if the scope of 'Other Computer Related Services' expands beyond initial expectations.
Geographic dispersion of work locations could introduce coordination and communication challenges.
Reliance on a single contractor for critical vetting support functions may pose a risk if performance issues arise.

Positive Signals

Firm fixed-price contract provides cost predictability.
Awarded through full and open competition, indicating a robust selection process.
Multiple bidders (6) suggest market interest and potential for competitive pricing.

Sector Analysis

The IT services sector, specifically NAICS code 541519 (Other Computer Related Services), encompasses a broad range of IT support and consulting. Call center operations, especially those supporting national security functions like vetting, often require specialized IT infrastructure and security protocols. The market for such services is competitive, with numerous firms capable of providing these solutions. Benchmarking would involve comparing the per-year cost of this contract against similar government contracts for IT-enabled call center support or specialized vetting operations.

Small Business Impact

The data indicates that small business participation was not a specific set-aside for this contract (ss: false, sb: false). While Systems Integration, Inc. may engage small businesses as subcontractors, there is no explicit requirement or set-aside noted in the provided data. This means the primary contract is not directly aimed at boosting the small business ecosystem, though subcontracting opportunities could still exist.

Oversight & Accountability

Oversight for this contract will likely fall under the Department of Homeland Security's contracting and program management offices, with specific oversight from the Transportation Security Administration. As a delivery order under a potential IDIQ, the parent contract likely has established oversight mechanisms. Transparency is generally maintained through contract award databases like FPDS. Inspector General jurisdiction would apply if any fraud, waste, or abuse is suspected.

Related Government Programs

National Transportation Vetting Center (NTVC) Operations
Transportation Security Administration (TSA) Support Services
Department of Homeland Security (DHS) IT Services
Federal Call Center Contracts
IT Professional Services Contracts

Risk Flags

Potential for cost overruns if 'Other Computer Related Services' scope is not well-defined.
Risk of inconsistent service quality due to dual-site performance requirement.
Dependence on a single contractor for critical vetting support functions.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $6.2 million to SYSTEMS INTEGRATION, INC.. NATIONAL TRANSPORTATION VETTING CENTER (NTVC) CALL CENTER SUPPORT- THE WORK WILL BE COMPLETED AT TWO LOCATIONS: COLORADO SPRINGS, CO AND ANNAPOLIS JUNCTION, MD

Who is the contractor on this award?

The obligated recipient is SYSTEMS INTEGRATION, INC..

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (Transportation Security Administration).

What is the total obligated amount?

The obligated amount is $6.2 million.

What is the period of performance?

Start: 2023-05-04. End: 2026-05-03.

What is the track record of Systems Integration, Inc. in performing similar government contracts, particularly those involving call center support and security vetting?

A thorough review of Systems Integration, Inc.'s contract history would be necessary to assess their track record. This would involve examining past performance evaluations on similar contracts, particularly those with the Department of Homeland Security or other agencies requiring sensitive data handling and call center operations. Key indicators would include on-time delivery, adherence to budget, quality of service, and any past disputes or contract terminations. Without access to specific past performance data or CPARS reports for Systems Integration, Inc., it is difficult to definitively assess their suitability for this specific NTVC call center support role beyond the fact that they were awarded this contract.

How does the average annual cost of this contract ($2.06 million) compare to similar government call center support contracts, especially those with security vetting components?

Benchmarking this contract's average annual cost requires comparison with similar government procurements. Contracts for large-scale call centers supporting critical infrastructure or security functions, especially those involving sensitive data like vetting, typically command higher prices due to stringent security requirements, specialized staffing, and IT infrastructure needs. If this contract involves complex vetting processes, background checks, or integration with multiple government databases, the $2.06 million annual cost might be considered reasonable or even competitive. Conversely, if it's primarily basic call routing and information dissemination, it could be on the higher end. A detailed analysis would necessitate comparing it against contracts with similar scope, complexity, and security levels.

What are the specific 'Other Computer Related Services' encompassed within this call center support contract, and do they represent a significant portion of the contract's value?

The NAICS code 541519, 'Other Computer Related Services,' is broad and can include a wide array of IT services beyond standard call center functions. For this contract, it likely encompasses the IT infrastructure, software, network management, data security, and potentially specialized systems integration required to operate the NTVC call center effectively. The specific services could include database management for vetting information, secure communication channels, reporting tools, and IT support for call center agents. Understanding the exact breakdown of these 'other computer related services' and their associated costs is crucial for a complete value assessment, as they may represent a significant investment beyond the direct personnel costs of call center agents.

What are the potential risks associated with the dual-site performance requirement (Colorado Springs, CO, and Annapolis Junction, MD)?

The requirement for performance at two distinct geographic locations introduces several potential risks. Firstly, there are increased logistical and coordination challenges in managing operations across multiple sites, potentially requiring more complex management structures and communication protocols. Secondly, maintaining consistent service quality and operational standards at both locations can be difficult. Thirdly, IT infrastructure and network connectivity must be robust and secure across both sites to ensure seamless data flow and communication. Finally, potential disruptions at one site could impact overall service delivery, necessitating contingency plans. The contractor must demonstrate a clear strategy for managing these dual-site complexities effectively.

Given the firm fixed-price (FFP) contract type, what is the potential impact on Systems Integration, Inc. if unforeseen technical challenges or scope creep arise?

Under a Firm Fixed-Price (FFP) contract, the contractor, Systems Integration, Inc., assumes the primary risk for cost overruns. If unforeseen technical challenges arise that increase the cost of performance, or if the scope of work expands beyond the original agreement (scope creep), the contractor is generally obligated to absorb these additional costs unless a formal contract modification is approved. This can significantly impact the contractor's profit margin or even lead to a loss on the contract. Conversely, if the contractor can deliver the required services more efficiently than anticipated, they stand to gain a higher profit. The FFP structure incentivizes the contractor to manage costs effectively and deliver within the agreed-upon price.

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) › ADMINISTRATIVE SUPPORT SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Offers Received: 6

Pricing Type: FIRM FIXED PRICE (J)

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: $10,512,090

Exercised Options: $6,175,440

Current Obligation: $6,175,440

Actual Outlays: $4,258,788

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: GS35F295DA

IDV Type: FSS

Timeline