FEMA's $95.4M Hurricane Harvey Call Center Contract Awarded to CSRA LLC for 1,500 Agents
Contract Overview
Contract Amount: $87,089,845 ($87.1M)
Contractor: Csra LLC
Awarding Agency: Department of Homeland Security
Start Date: 2017-09-04
End Date: 2018-04-25
Contract Duration: 233 days
Daily Burn Rate: $373.8K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 4
Pricing Type: LABOR HOURS
Sector: Other
Official Description: ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $95.4M OVER A 114 DAY PERIOD.
Place of Performance
Location: FALLS CHURCH, FAIRFAX County, VIRGINIA, 22042
State: Virginia Government Spending
Plain-Language Summary
Department of Homeland Security obligated $87.1 million to CSRA LLC for work described as: ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $95.4M OVER A 114 DAY PERIOD. Key points: 1. The contract provided essential call center services and temporary staff during a critical disaster response. 2. CSRA LLC, a major government contractor, secured this award. 3. The contract's value and duration suggest a significant operational requirement. 4. The sector is Information Services, supporting emergency management.
Value Assessment
Rating: good
The contract value of $95.4M for 114 days of service, including 1,500 temporary agents, appears reasonable given the emergency nature and scale of Hurricane Harvey response. Benchmarking against similar disaster relief contracts would provide further context.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition, indicating a competitive bidding process. This method generally promotes price discovery and ensures fair market value.
Taxpayer Impact: Taxpayer funds were utilized to procure critical services during a national emergency, aiming for efficient disaster response.
Public Impact
Provided vital communication support to individuals affected by Hurricane Harvey. Enabled FEMA to manage a high volume of inquiries and provide assistance. Demonstrated government's ability to rapidly scale resources during a crisis.
Waste & Efficiency Indicators
Waste Risk Score: 80 / 10
Positive Signals
- Fulfilled critical need during disaster
- Awarded via full and open competition
Sector Analysis
This contract falls within the Information Services sector, specifically supporting emergency response and management. Spending in this area often spikes during natural disasters or other national emergencies.
Small Business Impact
There is no specific indication that small businesses were involved in this prime contract award to CSRA LLC. Further analysis would be needed to determine subcontracting opportunities.
Oversight & Accountability
The contract was awarded by FEMA, an agency with established oversight mechanisms. The duration and value suggest regular reporting and performance monitoring would be in place.
Related Government Programs
- All Other Information Services
- Department of Homeland Security Contracting
- Federal Emergency Management Agency Programs
Risk Flags
- Potential for cost overruns in emergency situations.
- Dependence on a single contractor for critical services.
- Need for robust performance monitoring to ensure effectiveness.
Tags
all-other-information-services, department-of-homeland-security, va, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $87.1 million to CSRA LLC. ""IGF::OT::IGF"" TURNKEY CALL CENTER AND 1,500 TEMPORARY CALL AGENTS IN RESPONSE TO HURRICANE HARVEY VALUED AT $95.4M OVER A 114 DAY PERIOD.
Who is the contractor on this award?
The obligated recipient is CSRA LLC.
Which agency awarded this contract?
Awarding agency: Department of Homeland Security (Federal Emergency Management Agency).
What is the total obligated amount?
The obligated amount is $87.1 million.
What is the period of performance?
Start: 2017-09-04. End: 2018-04-25.
What was the average cost per agent per day for this contract?
The contract was valued at $95.4M for 114 days and involved 1,500 temporary agents. This equates to approximately $561 per agent per day ($95.4M / 114 days / 1,500 agents). This figure includes all associated costs for call center operations and staffing during a high-demand period.
What were the key performance indicators (KPIs) for the temporary call agents?
While specific KPIs are not detailed in the provided data, typical performance indicators for such contracts would include call handling time, customer satisfaction scores, resolution rates, and adherence to scripts or protocols. FEMA would have likely established metrics to ensure service quality and efficiency.
How did the cost compare to similar disaster response call center operations?
Benchmarking this $95.4M contract against similar large-scale, short-term disaster response call center operations is challenging without access to comparable contract data. However, the per-agent-per-day cost of approximately $561 reflects the urgency, scale, and comprehensive services required during a major natural disaster.
Industry Classification
NAICS: Information › Other Information Services › All Other Information Services
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › MANAGEMENT SUPPORT SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Solicitation ID: HSFETX-17-R-0202
Offers Received: 4
Pricing Type: LABOR HOURS (Z)
Evaluated Preference: NONE
Contractor Details
Parent Company: General Dynamics Corp (UEI: 001381284)
Address: 3170 FAIRVIEW PARK DR, FALLS CHURCH, VA, 22042
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Nonprofit Organization, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $87,089,845
Exercised Options: $87,089,845
Current Obligation: $87,089,845
Contract Characteristics
Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: GS00V08PDD0066
IDV Type: IDC
Timeline
Start Date: 2017-09-04
Current End Date: 2018-04-25
Potential End Date: 2018-04-25 00:00:00
Last Modified: 2019-03-27
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