DoD's Quantico Call Center Support Contract Awarded to KSA Integration LLC for $18.8M
Contract Overview
Contract Amount: $18,834,750 ($18.8M)
Contractor: KSA Integration LLC
Awarding Agency: Department of Defense
Start Date: 2021-03-25
End Date: 2026-04-14
Contract Duration: 1,846 days
Daily Burn Rate: $10.2K/day
Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Number of Offers Received: 6
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: QUANTICO CALL CENTER SUPPORT
Place of Performance
Location: QUANTICO, PRINCE WILLIAM County, VIRGINIA, 22134
State: Virginia Government Spending
Plain-Language Summary
Department of Defense obligated $18.8 million to KSA INTEGRATION LLC for work described as: QUANTICO CALL CENTER SUPPORT Key points: 1. Contract Value: $18.8 million over approximately 5 years. 2. Competition: Full and open competition after exclusion of sources. 3. Risk: Potential for price creep given firm-fixed-price contract type and duration. 4. Sector: Primarily IT services supporting call center operations.
Value Assessment
Rating: fair
The contract's firm-fixed-price structure aims to control costs. However, the extended duration and the specific nature of call center support may present challenges in ensuring optimal value compared to potentially more agile or specialized solutions.
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 process. This method should facilitate price discovery, but the specific exclusion criteria warrant further review for potential impact on the breadth of competition.
Taxpayer Impact: Taxpayers are impacted by the $18.8 million expenditure, with the expectation of receiving efficient and effective call center support services.
Public Impact
Ensures continued operational support for critical call center functions at Quantico. Supports approximately 1800 personnel through contract services. Provides essential communication infrastructure for the Department of the Navy.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Extended contract duration may limit flexibility.
- Potential for scope creep in call center services.
- Dependence on a single contractor for critical support.
Positive Signals
- Firm-fixed-price contract provides cost certainty.
- Full and open competition promotes competitive pricing.
- Supports a significant number of personnel.
Sector Analysis
This contract falls within the IT and professional services sector, specifically supporting call center operations. Benchmarks for similar call center support contracts vary widely based on scope, technology, and personnel requirements.
Small Business Impact
The contract does not indicate specific set-asides for small businesses, suggesting that large businesses may be the primary awardees. Further analysis is needed to determine if small business participation was considered or achieved.
Oversight & Accountability
The Department of the Navy is responsible for oversight. The contract's duration and firm-fixed-price nature suggest a need for robust performance monitoring to ensure accountability and value for money.
Related Government Programs
- Other Individual and Family Services
- Department of Defense Contracting
- Department of the Navy Programs
Risk Flags
- Potential for vendor lock-in due to contract duration.
- Risk of cost overruns if scope is not tightly managed.
- Dependence on contractor performance for critical communication functions.
- Limited visibility into small business subcontracting opportunities.
Tags
other-individual-and-family-services, department-of-defense, va, definitive-contract, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Defense awarded $18.8 million to KSA INTEGRATION LLC. QUANTICO CALL CENTER SUPPORT
Who is the contractor on this award?
The obligated recipient is KSA INTEGRATION LLC.
Which agency awarded this contract?
Awarding agency: Department of Defense (Department of the Navy).
What is the total obligated amount?
The obligated amount is $18.8 million.
What is the period of performance?
Start: 2021-03-25. End: 2026-04-14.
What specific metrics are used to measure the effectiveness and efficiency of the call center support provided under this contract?
The contract likely includes performance work statements (PWS) with specific metrics such as average call handling time, first call resolution rates, customer satisfaction scores, and agent availability. Regular performance reviews and reporting by KSA Integration LLC would be expected to track these metrics and ensure the contractor meets or exceeds defined service levels.
How does the 'exclusion of sources' clause in the competition method potentially impact the final price and service quality?
Excluding certain sources, even in a full and open competition, can limit the pool of potential bidders. If the excluded sources offered unique capabilities or more competitive pricing, their absence might lead to a higher final price or a less optimal service offering than could have been achieved with broader competition. The justification for exclusion is critical.
What is the long-term strategy for call center support at Quantico, and how does this contract align with it?
This contract's duration suggests it's intended to provide stable, long-term support. Understanding the DoD's broader strategy for consolidating or modernizing call center operations is key. This contract might be a bridge to a future solution or represent the chosen long-term approach, depending on evolving technological and operational requirements.
Industry Classification
NAICS: Health Care and Social Assistance › Individual and Family Services › Other Individual and Family Services
Product/Service Code: SOCIAL SERVICES › SOCIAL SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE
Solicitation ID: M0026421R0003
Offers Received: 6
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 1000 CORPORATE DR STE 420, STAFFORD, VA, 22554
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Limited Liability Corporation, Service Disabled Veteran Owned Business, Small Business, Special Designations, U.S.-Owned Business, Veteran Owned Business
Financial Breakdown
Contract Ceiling: $18,834,750
Exercised Options: $18,834,750
Current Obligation: $18,834,750
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Cost or Pricing Data: NO
Timeline
Start Date: 2021-03-25
Current End Date: 2026-04-14
Potential End Date: 2026-04-14 00:00:00
Last Modified: 2025-09-15
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