Education Dept. Awards $44.4M Contract for Federal Student Aid Customer Contact Center to Peraton
Contract Overview
Contract Amount: $44,380,579 ($44.4M)
Contractor: Peraton Enterprise Solutions LLC
Awarding Agency: Department of Education
Start Date: 2020-06-29
End Date: 2022-02-28
Contract Duration: 609 days
Daily Burn Rate: $72.9K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 1
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: PROVIDES A GOVERNMENT TO CITIZEN CUSTOMER CONTACT CENTER THAT PRIMARILY SERVES STUDENTS AND PARENTS INVOLVED WITH FEDERAL STUDENT AID/STUDENT LOANS.
Place of Performance
Location: HERNDON, FAIRFAX County, VIRGINIA, 20171
State: Virginia Government Spending
Plain-Language Summary
Department of Education obligated $44.4 million to PERATON ENTERPRISE SOLUTIONS LLC for work described as: PROVIDES A GOVERNMENT TO CITIZEN CUSTOMER CONTACT CENTER THAT PRIMARILY SERVES STUDENTS AND PARENTS INVOLVED WITH FEDERAL STUDENT AID/STUDENT LOANS. Key points: 1. Contract supports a critical government-to-citizen service for student loan borrowers. 2. Peraton Enterprise Solutions LLC is the incumbent contractor. 3. The contract was awarded under full and open competition. 4. Spending on this contract is relatively low compared to broader IT services.
Value Assessment
Rating: good
The contract value of $44.4 million over 609 days appears reasonable for a customer contact center supporting federal student aid. Benchmarking against similar government-wide contracts for contact center services would provide further context.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
Awarded via full and open competition, this method likely fostered competitive pricing. The delivery order structure suggests it's part of a larger indefinite-delivery/indefinite-quantity (IDIQ) contract, allowing for task-specific competition.
Taxpayer Impact: The competitive award process is expected to ensure taxpayer funds are used efficiently for essential student aid services.
Public Impact
Ensures continued support for millions of students and parents navigating federal student aid. Provides a vital communication channel for loan repayment and financial aid inquiries. Maintains operational continuity for a key government service during the contract period.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for vendor lock-in if this is a sole-source follow-on.
- Reliance on a single vendor for critical citizen communication.
Positive Signals
- Awarded through full and open competition.
- Supports a high-volume, essential government function.
- Firm fixed price contract provides cost certainty.
Sector Analysis
This contract falls within the IT services sector, specifically customer relationship management and telecommunications. Spending benchmarks for similar government contact center operations vary widely based on scope and technology.
Small Business Impact
The data does not indicate if small businesses were involved as subcontractors on this specific delivery order. Further analysis would be needed to assess small business participation.
Oversight & Accountability
The Department of Education is responsible for oversight of this contract. Standard government procurement regulations and contract management practices should ensure accountability.
Related Government Programs
- Wired Telecommunications Carriers
- Department of Education Contracting
- Department of Education Programs
Risk Flags
- Potential for vendor lock-in.
- Reliance on a single provider for critical citizen services.
- Need for detailed performance data to assess value.
- Unclear small business participation.
Tags
wired-telecommunications-carriers, department-of-education, va, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Education awarded $44.4 million to PERATON ENTERPRISE SOLUTIONS LLC. PROVIDES A GOVERNMENT TO CITIZEN CUSTOMER CONTACT CENTER THAT PRIMARILY SERVES STUDENTS AND PARENTS INVOLVED WITH FEDERAL STUDENT AID/STUDENT LOANS.
Who is the contractor on this award?
The obligated recipient is PERATON ENTERPRISE SOLUTIONS LLC.
Which agency awarded this contract?
Awarding agency: Department of Education (Department of Education).
What is the total obligated amount?
The obligated amount is $44.4 million.
What is the period of performance?
Start: 2020-06-29. End: 2022-02-28.
What is the total value of the IDIQ contract from which this delivery order was issued, and what is the remaining ceiling?
The provided data only details a specific delivery order value of $44.4 million. To fully assess the overall contract value and potential future spending, information on the parent IDIQ contract's total ceiling, awarded value, and remaining balance is necessary. This context is crucial for understanding the long-term financial commitment.
How does Peraton's performance on previous student aid contact center contracts compare to industry benchmarks?
Evaluating Peraton's past performance metrics, such as customer satisfaction scores, call resolution rates, and average handling times, against industry standards is essential. This comparison helps determine if the government is receiving competitive service levels and value for its investment in this critical citizen-facing function.
What are the key performance indicators (KPIs) for this contract, and how are they being measured and reported?
Understanding the specific KPIs tied to this contract, such as response times, first-call resolution rates, and customer satisfaction, is vital for assessing effectiveness. Clarity on the measurement methodologies and reporting frequency ensures that the Department of Education can objectively track service delivery and hold the contractor accountable.
Industry Classification
NAICS: Information › Wired and Wireless Telecommunications (except Satellite) › Wired Telecommunications Carriers
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: 91003120R0006
Offers Received: 1
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: Veritas Capital Fund Management, L.L.C.
Address: 13600 EDS DR A3S, HERNDON, VA, 20171
Business Categories: Category Business, Limited Liability Corporation, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $76,131,148
Exercised Options: $44,380,579
Current Obligation: $44,380,579
Actual Outlays: $44,380,579
Subaward Activity
Number of Subawards: 10
Total Subaward Amount: $57,144,511
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00Q12NSD0014
IDV Type: IDC
Timeline
Start Date: 2020-06-29
Current End Date: 2022-02-28
Potential End Date: 2023-06-30 00:00:00
Last Modified: 2022-11-16
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