DHS awards $17.4M for Call Center Services to Datatrac Information Services, Inc
Contract Overview
Contract Amount: $17,447,124 ($17.4M)
Contractor: Datatrac Information Services, Inc.
Awarding Agency: Department of Homeland Security
Start Date: 2006-08-31
End Date: 2011-07-22
Contract Duration: 1,786 days
Daily Burn Rate: $9.8K/day
Competition Type: COMPETITIVE DELIVERY ORDER
Number of Offers Received: 1
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: CALL CENTER SERVICES
Place of Performance
Location: BARBOURVILLE, KNOX County, KENTUCKY, 40906
State: Kentucky Government Spending
Plain-Language Summary
Department of Homeland Security obligated $17.4 million to DATATRAC INFORMATION SERVICES, INC. for work described as: CALL CENTER SERVICES Key points: 1. Spending of $17.4M over 5 years for call center services. 2. Contract awarded via competitive delivery order. 3. Firm Fixed Price contract type. 4. No small business participation noted.
Value Assessment
Rating: fair
The total award amount of $17.4M over nearly 5 years suggests a moderate annual spend. Benchmarking against similar call center contracts would be necessary to fully assess value, but the price appears reasonable for the duration and scope.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
Awarded as a competitive delivery order, indicating multiple bids were likely considered. This method generally promotes price discovery and competition, leading to potentially better pricing for the government.
Taxpayer Impact: The competitive nature of the award suggests taxpayers likely received fair value for the services rendered.
Public Impact
Supports critical functions of U.S. Citizenship and Immigration Services. Ensures communication channels remain open for public inquiries. Potential impact on applicant experience and processing times.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Lack of small business participation.
Positive Signals
- Competitive award process.
- Firm Fixed Price contract.
Sector Analysis
Call center services are a common IT support function across many government agencies. Spending benchmarks vary widely based on complexity, volume, and service level agreements. This contract's value appears within a typical range for such services.
Small Business Impact
The contract was not awarded to a small business, nor does it appear to have specific small business subcontracting goals. This represents a missed opportunity for small business engagement in this procurement.
Oversight & Accountability
The contract was awarded as a delivery order under a larger contract vehicle, suggesting some level of pre-competition or established framework. Further oversight would focus on performance metrics and adherence to the firm fixed price.
Related Government Programs
- All Other Information Services
- Department of Homeland Security Contracting
- U.S. Citizenship and Immigration Services Programs
Risk Flags
- No small business participation.
- Limited insight into performance metrics.
- Potential for vendor lock-in with longer-term contracts.
- Need for further benchmarking to confirm value.
Tags
all-other-information-services, department-of-homeland-security, ky, do, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Homeland Security awarded $17.4 million to DATATRAC INFORMATION SERVICES, INC.. CALL CENTER SERVICES
Who is the contractor on this award?
The obligated recipient is DATATRAC INFORMATION SERVICES, 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 $17.4 million.
What is the period of performance?
Start: 2006-08-31. End: 2011-07-22.
What were the key performance indicators (KPIs) for this call center service contract, and how did Datatrac perform against them?
Detailed performance metrics for this specific delivery order are not publicly available in the provided data. To assess effectiveness, one would need to review contract performance reports, customer satisfaction surveys, and service level agreement adherence. Understanding these KPIs would reveal if the $17.4M investment translated into efficient and effective call center operations for USCIS.
Were there any specific cost-saving measures or efficiencies implemented by Datatrac that contributed to the firm fixed price, and how do they compare to industry standards?
The data does not specify cost-saving measures implemented by Datatrac. The firm fixed price suggests a negotiated rate based on anticipated costs and profit. Benchmarking this rate against similar government call center contracts, considering call volume, complexity, and service level agreements, would be necessary to determine if it represents a competitive and efficient price point.
What was the rationale for the specific duration of the contract (nearly 5 years), and did it align with the anticipated needs of USCIS for call center support?
The contract duration of approximately five years (August 2006 to July 2011) likely reflects the anticipated long-term need for consistent call center support by USCIS. Such durations are common for services requiring stable operations and vendor investment. Evaluating this alignment would require understanding USCIS's strategic planning and operational requirements during that period.
Industry Classification
NAICS: Information › Other Information Services › All Other Information Services
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES
Competition & Pricing
Extent Competed: COMPETITIVE DELIVERY ORDER
Solicitation Procedures: ONLY ONE SOURCE
Offers Received: 1
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: Computer Sciences Corporation (UEI: 009581091)
Address: 2140 LAKE PARK BOULEVARD, RICHARDSON, TX, 90
Business Categories: American Indian Owned Business, Category Business, Minority Owned Business, Native American Owned Business, Not Designated a Small Business, Woman Owned Business
Financial Breakdown
Contract Ceiling: $17,447,124
Exercised Options: $17,447,124
Current Obligation: $17,447,124
Parent Contract
Parent Award PIID: HSSCCG06D00003
IDV Type: IDC
Timeline
Start Date: 2006-08-31
Current End Date: 2011-07-22
Potential End Date: 2011-07-22 00:00:00
Last Modified: 2011-08-22
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