DHS awards $27.3M call center contract to TechOp Solutions, highlighting administrative services needs

Contract Overview

Contract Amount: $27,317,496 ($27.3M)

Contractor: Techop Solutions International, Inc.

Awarding Agency: Department of Homeland Security

Start Date: 2017-09-30

End Date: 2025-03-20

Contract Duration: 2,728 days

Daily Burn Rate: $10.0K/day

Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Pricing Type: LABOR HOURS

Sector: Other

Official Description: IGF::CT::IGF CONSOLIDATED CALL CENTER

Place of Performance

Location: WASHINGTON, DISTRICT OF COLUMBIA County, DISTRICT OF COLUMBIA, 20229

State: District of Columbia Government Spending

Plain-Language Summary

Department of Homeland Security obligated $27.3 million to TECHOP SOLUTIONS INTERNATIONAL, INC. for work described as: IGF::CT::IGF CONSOLIDATED CALL CENTER Key points: 1. Contract focuses on essential administrative support, indicating a need for efficient operational management. 2. The duration of the contract suggests a long-term requirement for these services. 3. Awarded under full and open competition, implying a robust selection process. 4. The contract's value is moderate within the context of federal administrative service procurements. 5. Performance is tracked over a significant period, allowing for evaluation of sustained service quality. 6. The primary service area is Washington D.C., indicating a localized operational focus.

Value Assessment

Rating: good

The contract value of $27.3 million over its period of performance appears reasonable for comprehensive call center and administrative support services. Benchmarking against similar federal contracts for call center operations and administrative services suggests that this award falls within a typical spending range for a multi-year, high-volume support function. The pricing structure, likely based on labor hours, allows for flexibility but requires diligent oversight to ensure cost-effectiveness. Without specific per-unit cost data, a definitive value-for-money assessment is challenging, but the competitive nature of the award provides some assurance of fair pricing.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded under 'Full and Open Competition After Exclusion of Sources,' indicating that while initial solicitations may have had exclusions, the final award was made after a broad competitive process. This suggests that multiple capable vendors had the opportunity to bid, leading to a more competitive environment. The specific number of bidders is not provided, but the designation implies that the government sought the best value from a wide pool of potential offerors, which generally benefits price discovery and service quality.

Taxpayer Impact: A full and open competition generally leads to better pricing for taxpayers by fostering a competitive environment where vendors strive to offer the most cost-effective solutions. This approach maximizes the potential for obtaining high-quality services at a fair market price.

Public Impact

The primary beneficiary is the Department of Homeland Security, specifically U.S. Customs and Border Protection, which receives essential administrative and call center support. Services delivered include administrative office functions crucial for the operational efficiency of CBP. The geographic impact is concentrated in the District of Columbia, where the services are likely performed or managed. The contract supports a workforce employed by TechOp Solutions International, Inc., contributing to employment in the administrative services sector.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for cost overruns if labor hours are not managed efficiently.
Risk of service degradation if contractor performance monitoring is insufficient.
Dependence on a single contractor for critical administrative functions.

Positive Signals

Awarded through full and open competition, suggesting a competitive pricing environment.
Long contract duration allows for stable service provision and potential for contractor expertise development.
Clear definition of services (administrative office functions) reduces ambiguity in performance expectations.

Sector Analysis

The federal administrative services sector encompasses a wide range of support functions critical to agency operations. This contract, valued at approximately $27.3 million, falls within the moderate spending range for such services. The market for these services is competitive, with numerous small and large businesses capable of providing call center and administrative support. Comparable spending benchmarks for similar multi-year contracts often range from tens to hundreds of millions of dollars, depending on the scope and duration.

Small Business Impact

This contract was not set aside for small businesses, as indicated by 'ss': false and 'sb': false. Therefore, there are no direct subcontracting implications or specific benefits to the small business ecosystem stemming from a set-aside provision. The prime contractor, TechOp Solutions International, Inc., is responsible for fulfilling the contract requirements, and any subcontracting decisions would be at their discretion, not mandated by a small business set-aside.

Oversight & Accountability

Oversight for this contract would typically be managed by the U.S. Customs and Border Protection contracting officer and their representatives. Performance monitoring, quality assurance, and invoice review are standard accountability measures. Transparency is facilitated through contract award databases and reporting requirements. While specific Inspector General jurisdiction is not detailed here, the DHS OIG generally has oversight over DHS contracts to ensure integrity and prevent fraud, waste, and abuse.

Related Government Programs

Federal Call Center Services
Administrative Support Services
Department of Homeland Security Contracts
U.S. Customs and Border Protection Operations

Risk Flags

Potential for cost creep in labor-hour contracts.
Service level agreement adherence.
Data security and privacy compliance.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $27.3 million to TECHOP SOLUTIONS INTERNATIONAL, INC.. IGF::CT::IGF CONSOLIDATED CALL CENTER

Who is the contractor on this award?

The obligated recipient is TECHOP SOLUTIONS INTERNATIONAL, INC..

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (U.S. Customs and Border Protection).

What is the total obligated amount?

The obligated amount is $27.3 million.

What is the period of performance?

Start: 2017-09-30. End: 2025-03-20.

What is the track record of TechOp Solutions International, Inc. with federal contracts, particularly in administrative services?

TechOp Solutions International, Inc. has a history of performing federal contracts, including those related to administrative and support services. Analyzing their past performance on similar contracts would involve reviewing contract databases for awards, performance ratings, and any documented issues or successes. A detailed review would assess their ability to meet deadlines, manage costs, and deliver quality services consistently. Their experience with the Department of Homeland Security or similar agencies would be particularly relevant in understanding their suitability for this specific contract. Without access to specific past performance reports for this contractor, a definitive assessment is limited, but their continued ability to win and perform federal contracts suggests a baseline level of capability.

How does the awarded amount of $27.3 million compare to similar call center contracts within DHS or other agencies?

The $27.3 million award for call center and administrative services over its period of performance is a moderate figure within the federal contracting landscape. Similar multi-year contracts for comprehensive call center operations can range significantly, from a few million to tens or even hundreds of millions of dollars, depending on the scale, complexity, and duration. For agencies like DHS, which have extensive operational needs, contracts of this magnitude are not uncommon for essential support functions. Benchmarking against contracts with similar service descriptions (e.g., help desk support, citizen inquiry management, internal administrative support) and contract types (labor hours) would provide a more precise comparison. The competitive award process suggests that this amount was deemed fair and reasonable by the agency.

What are the key performance indicators (KPIs) used to measure the success of this contract?

While the specific KPIs are not detailed in the provided data, typical performance indicators for call center and administrative services contracts include metrics such as average call handling time, first call resolution rate, customer satisfaction scores, response times to inquiries, accuracy of information provided, and adherence to service level agreements (SLAs). For administrative functions, KPIs might include turnaround times for tasks, error rates in data entry or processing, and overall efficiency gains. The contracting officer's representative (COR) would be responsible for monitoring these KPIs, often through regular reports submitted by the contractor and potentially through independent testing or customer feedback mechanisms. Consistent performance against these metrics is crucial for contract success and renewal.

What is the historical spending pattern for call center and administrative services by U.S. Customs and Border Protection?

Historical spending patterns for call center and administrative services by U.S. Customs and Border Protection (CBP) would reveal the agency's consistent reliance on such support. Analyzing past contract awards for similar services over several fiscal years would indicate whether this $27.3 million contract represents an increase, decrease, or stable level of investment. Trends might show a growing need for these services due to increased operational demands or technological advancements, or a consolidation of previously fragmented support functions. Understanding this historical context helps in evaluating the current contract's significance and potential future spending trajectories in this service area.

Are there any identified risks associated with the contractor's performance or the nature of the services provided?

Risks associated with this contract could include potential performance issues if the contractor fails to meet service level agreements, leading to disruptions in administrative operations or call center responsiveness. There's also a risk related to cost management, particularly with labor-hour contracts, where inefficient work could inflate costs. Data security and privacy are critical risks, given the nature of administrative data handled. Furthermore, over-reliance on a single contractor for extended periods can pose risks if the contractor's financial stability or operational capacity diminishes. The government mitigates these risks through robust contract oversight, performance monitoring, and clear contractual remedies for deficiencies.

Industry Classification

NAICS: Administrative and Support and Waste Management and Remediation Services › Office Administrative Services › Office Administrative Services

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

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: HSBP1017Q0062

Pricing Type: LABOR HOURS (Z)

Evaluated Preference: NONE

Contractor Details

Address: 167 CHERRY HILL DR, STAFFORD, VA, 22556

Business Categories: Category Business, Corporate Entity Not Tax Exempt, Service Disabled Veteran Owned Business, Small Business, Special Designations, Subchapter S Corporation, U.S.-Owned Business, Veteran Owned Business

Financial Breakdown

Contract Ceiling: $27,317,496

Exercised Options: $27,317,496

Current Obligation: $27,317,496

Actual Outlays: $595,833

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: HSHQDC16DP2026

IDV Type: IDC

Timeline