GSA Awards $26.8M for IT Support Services to Peraton Enterprise Solutions LLC

Contract Overview

Contract Amount: $26,793,371 ($26.8M)

Contractor: Peraton Enterprise Solutions LLC

Awarding Agency: General Services Administration

Start Date: 2009-03-27

End Date: 2013-03-26

Contract Duration: 1,460 days

Daily Burn Rate: $18.4K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 12

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: PROVIDE A MULTI-CHANNEL CONTACT CENTER THAT RESPONDS TO AND RESOLVES TIER 1 USER ROUTINE SERVICE REQUESTS RELATED TO THE SYSTEMS THAT COMPRISE THIS PROJECT: 1) THE INTEGRATED ACQUISITION ENVIRONMENT SYSTEMS AND 2) THE GSA OCAO ACQUISITION SYSTEMS NOT FORMALLY A PART OF IAE. REQUESTS OF A TIER 1 ROUTINE NATURE ARE TO BE HANDLED TO RESOLUTION AND REQUESTS OF A MORE DIFFICULT TECHNICAL AND POLICY NATURE ARE TO BE REFERRED TO THE APPROPRIATE TECHNICAL OR POLICY RESOURCE; TIER 1 SHALL HAVE THE CAPABILITY TO ESCALATE MORE DIFFICULT ISSUES TO TIER 2/3 LEVEL SERVICES FOR THE PERTINENT SYSTEM(S) OR TO THE IAE ARCHITECTURE AND OPERATIONS SUPPORT CONTRACTOR, WHEN IT BECOMES AVAILABLE. THE ACQUISITION SERVICE DESK SHALL PROVIDE A SINGLE POINT OF CONTACT, USING MULTI-CHANNELS OF COMMUNICATION, LEVERAGING THE COMMUNICATIONS INFRASTRUCTURE. MULTI-CHANNEL REFERS TO WEB (WEB FORMS, AND WEB CHAT) AND PHONE CHANNELS OF COMMUNICATION. IT SHALL ALSO PROVIDE A SELF SERVICE, SEARCHABLE, WEB-BASED KNOWLEDGEBASE TO ENABLE USERS TO LOCATE INFORMATION THAT MAY RESOLVE THEIR NEED FOR HELP (TIER 0). THE CONTRACTOR SHALL PROVIDE AND MAINTAIN TURNKEY SERVICE OF CUSTOMER SERVICE REPRESENTATIVES (CSR), AUTOMATIC CALL DISTRIBUTOR (ACD) AND TELECOM EQUIPMENT AND NETWORK SERVICES, INCLUDING CALL PROCESSING EQUIPMENT, AND FACILITIES AND NETWORK SERVICES FOR RESPONDING TO INCOMING EMAIL WEB FORMS, PHONE CALLS AND WEB CHAT FOR ACQUISITION SERVICE ASSISTANCE. THE SOLUTION MUST BE MANAGED BY CSR AGENTS AS A CROSS-CHANNEL ONE, RATHER THAN AS ISOLATED CHANNELS. ALL FACILITIES AND TECHNOLOGY INFRASTRUCTURE PROVIDED SHALL CONFORM TO THE REQUIREMENTS SET FORTH IN SECTIONS C.5 AND C.6 OF THE BASE CONTRACT RESPECTIVELY AND MUST BE LOCATED IN THE UNITED STATES WITHIN THE CONTIGUOUS 48 STATES.

Place of Performance

Location: MONTGOMERY, MONTGOMERY County, ALABAMA, 36191

State: Alabama Government Spending

Plain-Language Summary

General Services Administration obligated $26.8 million to PERATON ENTERPRISE SOLUTIONS LLC for work described as: PROVIDE A MULTI-CHANNEL CONTACT CENTER THAT RESPONDS TO AND RESOLVES TIER 1 USER ROUTINE SERVICE REQUESTS RELATED TO THE SYSTEMS THAT COMPRISE THIS PROJECT: 1) THE INTEGRATED ACQUISITION ENVIRONMENT SYSTEMS AND 2) THE GSA OCAO ACQUISITION SYSTEMS NOT FORMALLY A PART OF IAE. REQ… Key points: 1. Contract awarded for multi-channel contact center support for Integrated Acquisition Environment (IAE) and GSA OCAO acquisition systems. 2. Peraton Enterprise Solutions LLC secured the contract, indicating a competitive award process. 3. The contract focuses on Tier 1 user support, with escalation to higher tiers for complex issues. 4. This IT support service is crucial for maintaining the operational efficiency of critical acquisition systems.

Value Assessment

Rating: good

The contract value of $26.8 million over approximately four years appears reasonable for comprehensive IT support services. Benchmarking against similar multi-channel contact center contracts for government IT systems would provide a more precise assessment.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, suggesting a robust price discovery process. This method typically leads to more competitive pricing as multiple vendors can bid.

Taxpayer Impact: Taxpayers benefit from competitive pricing achieved through full and open competition, ensuring value for money in IT support services.

Public Impact

Ensures continuous support for users of critical acquisition systems, minimizing downtime. Provides a single point of contact for routine IT service requests, improving user experience. Facilitates efficient resolution of Tier 1 issues, freeing up technical resources for complex problems. Supports the operational integrity of the Integrated Acquisition Environment and GSA OCAO systems.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for scope creep if Tier 1 definition is not strictly managed.
Reliance on vendor's ability to maintain service levels across multiple communication channels.

Positive Signals

Clear definition of Tier 1 support and escalation procedures.
Awarded through full and open competition, suggesting competitive pricing.
Focus on routine requests to improve efficiency.

Sector Analysis

This contract falls within the Information Technology sector, specifically IT support services. Spending benchmarks for similar multi-channel contact center contracts for federal agencies can vary widely based on scope and complexity, but this value appears within a typical range for a four-year engagement.

Small Business Impact

The data does not indicate whether small businesses were involved as subcontractors. Further analysis would be needed to determine the extent of small business participation.

Oversight & Accountability

The General Services Administration (GSA) is the awarding agency, and the Office of the Administrator (OCAO) is the specific service area. Oversight would involve monitoring contract performance, service level agreements, and financial expenditures.

Related Government Programs

All Other Information Services
General Services Administration Contracting
Office of the Administrator Programs

Risk Flags

Potential for vendor lock-in if not managed carefully.
Dependency on vendor's ability to adapt to evolving system requirements.
Risk of service level agreement breaches.
Challenges in measuring the true cost-effectiveness of Tier 1 support.

Frequently Asked Questions

What is this federal contract paying for?

General Services Administration awarded $26.8 million to PERATON ENTERPRISE SOLUTIONS LLC. PROVIDE A MULTI-CHANNEL CONTACT CENTER THAT RESPONDS TO AND RESOLVES TIER 1 USER ROUTINE SERVICE REQUESTS RELATED TO THE SYSTEMS THAT COMPRISE THIS PROJECT: 1) THE INTEGRATED ACQUISITION ENVIRONMENT SYSTEMS AND 2) THE GSA OCAO ACQUISITION SYSTEMS NOT FORMALLY A PART OF IAE. REQUESTS OF A TIER 1 ROUTINE NATURE ARE TO BE HANDLED TO RESOLUTION AND REQUESTS OF A MORE DIFFICULT TECHNICAL AND POLICY NATURE ARE TO BE REFERRED TO THE APPROPRIATE TECHNICAL OR POLICY RESOURCE; TIER 1 SHALL HAVE THE CAPA

Who is the contractor on this award?

The obligated recipient is PERATON ENTERPRISE SOLUTIONS LLC.

Which agency awarded this contract?

Awarding agency: General Services Administration (Office of the Administrator).

What is the total obligated amount?

The obligated amount is $26.8 million.

What is the period of performance?

Start: 2009-03-27. End: 2013-03-26.

What is the expected impact on system availability and user productivity due to this contract?

This contract aims to improve system availability and user productivity by providing a dedicated multi-channel contact center for routine Tier 1 service requests. By ensuring prompt resolution of common issues and efficient escalation of complex ones, it minimizes user downtime and allows technical staff to focus on more critical tasks, ultimately enhancing the overall operational efficiency of the acquisition systems.

What are the primary risks associated with the performance of this contract?

Key risks include potential degradation of service quality if the vendor struggles to maintain consistent performance across all communication channels, or if the definition of 'Tier 1' requests is not strictly adhered to, leading to scope creep. Additionally, reliance on the vendor's technical expertise for timely escalation and resolution of complex issues poses a risk if their capabilities are insufficient or if there are delays in transitioning to higher support tiers.

How effectively does this contract ensure value for taxpayer money?

The contract's value for taxpayer money is supported by its award through full and open competition, which typically drives competitive pricing. The focus on Tier 1 support aims to optimize resource allocation by handling routine requests efficiently, potentially reducing overall support costs. However, ongoing monitoring of service level agreements and cost-effectiveness compared to industry benchmarks is crucial to ensure sustained value.

Industry Classification

NAICS: Information › Other Information Services › All Other Information Services

Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › ADMINISTRATIVE SUPPORT SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE

Solicitation ID: ACMDRC090001

Offers Received: 12

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: HP, Inc. (UEI: 009122532)

Address: 13600 EDS DR, 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: $29,220,216

Exercised Options: $26,793,556

Current Obligation: $26,793,371

Contract Characteristics

Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS00V08PDD0072

IDV Type: IDC

Timeline