HHS awards $11.3M for National Call Center and Sexual Abuse Hotline, with 3 bidders competing

Contract Overview

Contract Amount: $11,351,655 ($11.4M)

Contractor: THE Providencia Group LLC

Awarding Agency: Department of Health and Human Services

Start Date: 2023-09-30

End Date: 2025-12-29

Contract Duration: 821 days

Daily Burn Rate: $13.8K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 3

Pricing Type: FIRM FIXED PRICE

Sector: Other

Official Description: NATIONAL CALL CENTER AND SEXUAL ABUSE HOTLINE TASK ORDER.

Place of Performance

Location: ASHBURN, LOUDOUN County, VIRGINIA, 20147

State: Virginia Government Spending

Plain-Language Summary

Department of Health and Human Services obligated $11.4 million to THE PROVIDENCIA GROUP LLC for work described as: NATIONAL CALL CENTER AND SEXUAL ABUSE HOTLINE TASK ORDER. Key points: 1. The contract value represents a significant investment in critical support services. 2. Competition dynamics suggest a potentially competitive market for these specialized services. 3. The firm-fixed-price structure aims to control costs and define scope clearly. 4. Performance is benchmarked against similar federal contracts for call center operations. 5. This falls within the professional, scientific, and technical services sector. 6. The duration of the contract extends over two fiscal years.

Value Assessment

Rating: good

The total award of $11.35 million over approximately two years suggests a moderate annual spend. Benchmarking against similar federal contracts for call center operations and crisis support would be necessary for a precise value-for-money assessment. However, the firm-fixed-price nature of the contract provides cost certainty for the government. The contract's value appears reasonable given the critical nature of the services provided, which include a national call center and a sexual abuse hotline.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded under full and open competition, indicating that all responsible sources were permitted to submit offers. With three bidders participating, the competition level appears moderate. This suggests that while there was interest, the market may not be saturated with providers for this specific niche. The presence of multiple bidders generally supports price discovery and can lead to more competitive pricing for the government.

Taxpayer Impact: The full and open competition with three bidders likely resulted in a fair market price for taxpayers, avoiding potential overpayment associated with less competitive solicitations.

Public Impact

Provides essential support services through a national call center. Operates a critical sexual abuse hotline, offering vital assistance to victims. Benefits individuals nationwide seeking help and resources. Supports the Administration for Children and Families' mission. Likely involves a workforce dedicated to call center operations and crisis intervention.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for service disruptions if contractor performance falters.
Ensuring consistent quality of service across all interactions is crucial.

Positive Signals

Firm-fixed-price contract provides cost predictability.
Full and open competition suggests a robust selection process.
Contract duration allows for sustained service delivery.

Sector Analysis

This contract falls under the Professional, Scientific, and Technical Services sector, specifically within the 'All Other Professional, Scientific, and Technical Services' category (NAICS 541990). This sector encompasses a wide range of services, and contracts like this highlight the government's reliance on specialized providers for critical social services. Comparable spending in this area often relates to call center operations, data analysis, and program support for federal agencies.

Small Business Impact

The data indicates that this contract was not set aside for small businesses, nor does it explicitly mention subcontracting requirements for small businesses. Therefore, the direct impact on the small business ecosystem appears limited unless the prime contractor voluntarily engages small businesses for support. Further investigation into subcontracting plans would be needed to fully assess the impact.

Oversight & Accountability

The contract is managed by the Department of Health and Human Services (HHS) through the Administration for Children and Families (ACF). Oversight mechanisms would typically involve regular performance reviews, quality assurance checks, and adherence to service level agreements outlined in the contract. Transparency is generally maintained through federal contract databases, and the Inspector General's office within HHS would have jurisdiction over any potential fraud, waste, or abuse.

Related Government Programs

National Sexual Assault Hotline
Childhelp USA
SAMHSA National Helpline
988 Suicide & Crisis Lifeline

Risk Flags

Data security and privacy risks
Quality of crisis intervention services
Contractor performance stability
Adequacy of staffing levels

Frequently Asked Questions

What is this federal contract paying for?

Department of Health and Human Services awarded $11.4 million to THE PROVIDENCIA GROUP LLC. NATIONAL CALL CENTER AND SEXUAL ABUSE HOTLINE TASK ORDER.

Who is the contractor on this award?

The obligated recipient is THE PROVIDENCIA GROUP LLC.

Which agency awarded this contract?

Awarding agency: Department of Health and Human Services (Administration for Children and Families).

What is the total obligated amount?

The obligated amount is $11.4 million.

What is the period of performance?

Start: 2023-09-30. End: 2025-12-29.

What is the track record of The PROVIDENCIA GROUP LLC in providing similar call center and hotline services?

Information regarding The PROVIDENCIA GROUP LLC's specific track record in providing national call center and sexual abuse hotline services is not detailed in the provided data. A comprehensive assessment would require reviewing past performance on similar federal or commercial contracts, including client testimonials, performance evaluations, and any history of contract disputes or awards. Understanding their experience with sensitive data handling, crisis intervention protocols, and scalability of operations is crucial for evaluating their capability to fulfill this contract effectively. Further due diligence would involve examining their financial stability and capacity to manage a contract of this magnitude and importance.

How does the awarded price compare to market rates for similar services?

The provided data does not include specific per-unit costs or detailed service metrics that would allow for a direct comparison to market rates. The total award of $11.35 million over approximately 2.5 years (from Sept 30, 2023, to Dec 29, 2025) suggests an average annual value of roughly $4.54 million. To benchmark this effectively, one would need to compare the cost per call, cost per hour of service, or cost per agent against industry standards for national hotlines and call centers, considering factors like complexity of service, staffing requirements, and technology utilized. The firm-fixed-price nature provides cost certainty but doesn't inherently guarantee the best value without external benchmarking.

What are the key performance indicators (KPIs) for this contract and how will they be measured?

The provided data does not specify the Key Performance Indicators (KPIs) for this contract. Typically, for a national call center and sexual abuse hotline, KPIs would likely include metrics such as average speed of answer, call abandonment rate, first-call resolution rate, caller satisfaction scores, adherence to privacy and confidentiality protocols, and response times for critical incidents. The measurement of these KPIs would be detailed in the contract's Performance Work Statement (PWS) and would involve regular reporting by the contractor and government oversight to ensure compliance and service quality. Failure to meet critical KPIs could result in penalties or contract termination.

What is the potential risk associated with the contractor's ability to handle sensitive data and provide crisis intervention?

The primary risk associated with this contract lies in the contractor's ability to securely handle highly sensitive personal data and provide effective crisis intervention. This includes risks of data breaches, improper disclosure of confidential information, and inadequate training or response protocols for crisis situations. Mitigating these risks requires robust security measures, stringent background checks for personnel, comprehensive training programs on de-escalation and victim support, and clear protocols for reporting and escalation. The government's oversight and the contractor's demonstrated experience in these areas are critical factors in managing this risk.

How does this contract's value and scope compare to previous HHS spending on similar services?

Without historical spending data from HHS for similar national call center and sexual abuse hotline services, a direct comparison is not possible. However, the $11.35 million award over approximately 2.5 years indicates a substantial and ongoing commitment to these services. Trends in federal spending often show an increasing demand for such support infrastructure, especially in areas related to public health and safety. Analyzing past solicitations and awards for similar functions within HHS or other agencies could reveal patterns in contract values, competition levels, and service scope over time.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Other Professional, Scientific, and Technical Services › All Other Professional, Scientific, and Technical 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: 75ACF123Q00130 AMEND 4

Offers Received: 3

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 19775 BELMONT EXECUTIVE PLZ, ASHBURN, VA, 20147

Business Categories: Category Business, Hispanic American Owned Business, Limited Liability Corporation, Minority Owned Business, Not Designated a Small Business, Special Designations, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $11,351,655

Exercised Options: $11,351,655

Current Obligation: $11,351,655

Actual Outlays: $11,351,655

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: 47QSWA20D001D

IDV Type: FSS

Timeline