DHS awards $10M Call Center contract to NCS Pearson, Inc. under full and open competition
Contract Overview
Contract Amount: $10,026,407 ($10.0M)
Contractor: NCS Pearson, Inc.
Awarding Agency: Department of Homeland Security
Start Date: 2006-04-14
End Date: 2006-11-30
Contract Duration: 230 days
Daily Burn Rate: $43.6K/day
Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Pricing Type: NOT REPORTED
Sector: IT
Official Description: CALL CENTER
Place of Performance
Location: CORBIN, WHITLEY County, KENTUCKY, 40701
State: Kentucky Government Spending
Plain-Language Summary
Department of Homeland Security obligated $10.0 million to NCS PEARSON, INC. for work described as: CALL CENTER Key points: 1. Contract Value: $10.03 million for call center services. 2. Competition: Full and open competition after exclusion of sources. 3. Risk: Moderate risk due to contract duration and specific service nature. 4. Sector: Information Technology (IT) services supporting government operations.
Value Assessment
Rating: fair
The contract value of $10.03 million for call center services appears reasonable given the duration and scope. Benchmarking against similar government call center contracts would provide a more definitive assessment.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded under full and open competition after exclusion of sources, indicating a competitive bidding process. This method generally promotes price discovery and ensures fair market value.
Taxpayer Impact: The $10.03 million spent on this contract represents taxpayer funds allocated for essential government call center operations.
Public Impact
Ensures continued operation of critical call center services for USCIS. Supports government agency's ability to communicate with the public. Potential for improved service delivery through specialized vendor support.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Contract duration is relatively short, potentially leading to frequent re-competition.
- Specific service details are not fully elaborated, making comprehensive risk assessment challenging.
Positive Signals
- Awarded through full and open competition, suggesting fair pricing.
- Supports essential government functions for USCIS.
Sector Analysis
This contract falls within the IT services sector, specifically focusing on call center operations. Government spending on IT services, including support functions, is substantial and ongoing.
Small Business Impact
No specific information is provided regarding small business participation in this contract. Further analysis would be needed to determine if small businesses were involved or could have been.
Oversight & Accountability
The contract was awarded by the Department of Homeland Security, indicating oversight by a major federal agency. The 'full and open competition' method suggests a degree of accountability in the procurement process.
Related Government Programs
- Computer and Software Stores
- Department of Homeland Security Contracting
- U.S. Citizenship and Immigration Services Programs
Risk Flags
- Lack of detailed service scope.
- Absence of performance metrics.
- No per-unit cost benchmark provided.
- Short contract duration may indicate potential for future instability.
Tags
computer-and-software-stores, department-of-homeland-security, ky, bpa, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $10.0 million to NCS PEARSON, INC.. CALL CENTER
Who is the contractor on this award?
The obligated recipient is NCS PEARSON, INC..
Which agency awarded this contract?
Awarding agency: Department of Homeland Security (U.S. Citizenship and Immigration Services).
What is the total obligated amount?
The obligated amount is $10.0 million.
What is the period of performance?
Start: 2006-04-14. End: 2006-11-30.
What is the specific scope of services provided under this call center contract?
The provided data indicates a 'CALL CENTER' service, but the specific scope is not detailed. This could range from general inquiries and support to more specialized functions related to U.S. Citizenship and Immigration Services' operations. Understanding the exact services is crucial for assessing value and effectiveness.
What were the key performance indicators (KPIs) for this contract, and how was performance measured?
Performance metrics and KPIs are not detailed in the provided data. For a comprehensive risk assessment, understanding how NCS Pearson, Inc.'s performance was evaluated (e.g., call wait times, resolution rates, customer satisfaction) is essential to ensure the government received adequate service for the funds expended.
How does the per-unit cost of this call center service compare to industry benchmarks?
A per-unit cost benchmark is not available in the provided data. To assess the true value for taxpayers, a comparison of the cost per call, per minute, or per agent hour against similar government and commercial call center contracts would be necessary.
Industry Classification
NAICS: Retail Trade › Electronics and Appliance Stores › Computer and Software Stores
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE
Pricing Type: NOT REPORTED (NO)
Evaluated Preference: NONE
Contractor Details
Parent Company: GED Testing Service LLC (UEI: 210227468)
Address: 5601 GREEN VALLEY DR # 22, MINNEAPOLIS, MN, 90
Business Categories: Category Business, Not Designated a Small Business
Parent Contract
Parent Award PIID: HSSCCG05A0059
IDV Type: BPA
Timeline
Start Date: 2006-04-14
Current End Date: 2006-11-30
Last Modified: 2010-10-20
More Contracts from NCS Pearson, Inc.
- Naep 2008-2012 Materials, Distribution and Scoring — $85.1M (Department of Education)
- "critical Functions" Igf::ct::igf the Contractor Prints, Distributes and Processes ALL of the Paper and Pencil Test Booklets and Test Ancillary Materials for the Operational Assessments, Pilot Tests, and Special Studies Required by the National Assessment of Educational Progress (naep) for the 2013-2017 Assessment Cycles. the Contractor Processes ALL Paper and Pencil and Computer-Based Assessments and Background Questionnaires and Scores ALL Short and Extended Constructed Response Items. the Contractor Shall Pursue Creative and Innovative Strategies That Allow Them to Take Advantage of Recent Technological Advances That Could Streamline Processes, Improve Quality and Reduce the Potential for Error. for Example, DUE to Changes in Printing Technology, Test Booklets MAY BE Spiraled AS They ARE Printed, a More Efficient Approach to Overall Packaging Process/Procedures — $81.8M (Department of Education)
- Efast I — $67.7M (Department of Labor)
- EO14042 National Assessment of Educational Progress Materials Distribution Processing and Scoring Contract for the National Center for Education Statistics, Institute of Education Sciences Within the Department of Education — $44.9M (Department of Education)
- Naep Materials, Distribution, and Scoring — $32.5M (Department of Education)
Other Department of Homeland Security Contracts
- THE United States Coast Guard HAS a Requirement to Procure UP to Twenty-Six (26) Fast Response Cutters (frcs) on a Firm Fixed Price (FFP) Basis With an Economic Price Adjustment (EPA). Phase II of the FRC Program Will Complete the Fleet for a Total of 58 Cutters — $2.1B (Bollinger Shipyards Lockport, L.L.C.)
- Design and Construct NEW Vertical Barrier and Power Distribution, Lighting, Cameras, Equipment Shelters and Linear Ground Detection System (lgds) in Hildago County, NM — $1.8B (Fisher Sand & Gravel CO)
- Production&delivery of National Security Cutter (NSC) 6 — $1.7B (Huntington Ingalls Incorporated)
- YUM-2 Vertical Border and Waterborne Barrier Construction — $1.7B (Fisher Sand & Gravel CO)
- Construct Vertical Border Barrier — $1.6B (Fisher Sand & Gravel CO)