GSA's $10.3M IT Help Desk Contract with ITS Corp: A 5-Year Deal for Computer Systems Design Services

Contract Overview

Contract Amount: $10,317,306 ($10.3M)

Contractor: I.T.S. Corporation

Awarding Agency: General Services Administration

Start Date: 2003-09-30

End Date: 2008-09-30

Contract Duration: 1,827 days

Daily Burn Rate: $5.6K/day

Competition Type: COMPETITIVE DELIVERY ORDER

Number of Offers Received: 10

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: TAMC HELP DESK AND TECHNICAL SUPPORT FUNCTIONS

Place of Performance

Location: TRIPLER ARMY MEDICAL CENTER, HONOLULU County, HAWAII, 96859

State: Hawaii Government Spending

Plain-Language Summary

General Services Administration obligated $10.3 million to I.T.S. CORPORATION for work described as: TAMC HELP DESK AND TECHNICAL SUPPORT FUNCTIONS Key points: 1. The contract represents a significant investment in essential IT support functions for the General Services Administration. 2. Competition dynamics appear robust, with 10 bidders vying for this delivery order, suggesting a healthy market for these services. 3. The firm-fixed-price contract type helps to control costs and provides predictability for the government. 4. Performance is situated within the broader context of federal IT service delivery, aiming for efficient and effective technical support. 5. This contract falls under the Computer Systems Design Services category, a critical component of the federal IT infrastructure. 6. The duration of 1827 days (approximately 5 years) indicates a long-term need for these support functions.

Value Assessment

Rating: good

Benchmarking the value of this $10.3 million contract requires more granular data on the specific services provided and the scope of support. However, the presence of 10 bidders suggests a competitive environment, which typically drives more favorable pricing. Compared to similar federal IT help desk and technical support contracts, the per-user or per-incident cost would be a key metric for assessing value. Without that specific data, it's fair to assume the competitive nature of the award contributed to a reasonable price point for the services rendered over the five-year period.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

This contract was awarded as a competitive delivery order, indicating that it was competed under full and open competition. The fact that 10 bidders participated suggests a healthy level of interest and a competitive marketplace for these types of IT support services. A larger number of bidders generally leads to better price discovery and a higher likelihood of the government receiving competitive offers, potentially resulting in cost savings.

Taxpayer Impact: The strong competition for this contract is beneficial for taxpayers as it likely resulted in a more cost-effective solution for essential IT help desk and technical support functions, ensuring that government funds were used efficiently.

Public Impact

Federal employees across GSA and potentially other agencies utilizing its services benefit from reliable technical support. The contract delivers essential IT help desk and technical support functions, ensuring the smooth operation of computer systems. The geographic impact is primarily focused on Hawaii, as indicated by the 'HI' and 'HAWAII' fields, suggesting localized support. Workforce implications include the creation or maintenance of jobs for technical support specialists and IT professionals within the contractor's organization.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for vendor lock-in if transition to a new provider is complex or costly.
Ensuring consistent service quality and response times over the full contract duration.
Managing scope creep and ensuring all support requests align with the contract's defined services.

Positive Signals

Awarded through full and open competition, indicating a competitive pricing environment.
Firm-fixed-price contract type provides cost certainty for the government.
Long-term duration suggests a stable and ongoing need for these critical IT services.

Sector Analysis

This contract falls within the Information Technology sector, specifically under Computer Systems Design Services. The federal IT services market is substantial, with agencies consistently seeking support for their complex technological infrastructures. This contract for help desk and technical support is a common requirement across government, ensuring operational continuity. Comparable spending benchmarks would typically look at per-user support costs or IT service contracts of similar scope and duration within federal agencies.

Small Business Impact

The data indicates this contract was not set aside for small businesses (ss: false, sb: false). As a competitive delivery order, it was open to all qualified offerors. The prime contractor, I.T.S. CORPORATION, is likely a larger entity. There is no explicit information on subcontracting plans for small businesses within this data snippet, but for contracts of this nature, it's common for larger prime contractors to engage small businesses for specialized support or components, though this is not guaranteed.

Oversight & Accountability

Oversight for this contract would typically be managed by the contracting officer and the contracting officer's representative (COR) within the General Services Administration. Performance standards and service level agreements (SLAs) outlined in the contract would be key to monitoring performance. Transparency is generally maintained through contract award databases like FPDS. Inspector General jurisdiction would apply if any issues of fraud, waste, or abuse arise during the contract's performance.

Related Government Programs

IT Help Desk Services
Technical Support Contracts
Computer Systems Design Services
General Services Administration IT Procurement
Federal IT Service Delivery

Risk Flags

Contract Duration
Service Level Agreement Clarity
Performance Monitoring

Frequently Asked Questions

What is this federal contract paying for?

General Services Administration awarded $10.3 million to I.T.S. CORPORATION. TAMC HELP DESK AND TECHNICAL SUPPORT FUNCTIONS

Who is the contractor on this award?

The obligated recipient is I.T.S. CORPORATION.

Which agency awarded this contract?

Awarding agency: General Services Administration (Federal Acquisition Service).

What is the total obligated amount?

The obligated amount is $10.3 million.

What is the period of performance?

Start: 2003-09-30. End: 2008-09-30.

What was the specific scope of 'Technical Support Functions' covered under this contract?

The provided data identifies the contract's purpose as 'TAMC HELP DESK AND TECHNICAL SUPPORT FUNCTIONS' and categorizes it under 'Computer Systems Design Services' (NAICS 541512). While the exact scope isn't detailed, typical technical support functions in such contracts include troubleshooting hardware and software issues, user account management, network connectivity assistance, password resets, and providing guidance on using standard IT applications. Help desk functions usually involve a centralized point of contact for users to report IT problems and request assistance. The 'TAMC' likely refers to a specific program or entity within GSA or its supported agencies that required these services.

How does the $10.3 million total value compare to similar IT support contracts awarded by GSA?

Comparing the $10.3 million total value requires context on the contract's duration and the specific services rendered. This contract spans approximately five years (1827 days). If this value represents the total for five years of comprehensive IT help desk and technical support for a significant user base, it might be considered within a reasonable range. However, without knowing the number of users supported, the complexity of the systems, or the specific service level agreements, a direct comparison is difficult. GSA awards numerous IT contracts; some may be for specialized software support at lower costs, while others for large-scale infrastructure management could be significantly higher. A benchmark would ideally look at cost per user per year for similar support levels.

What were the key performance indicators (KPIs) or service level agreements (SLAs) for this contract?

The provided data does not specify the Key Performance Indicators (KPIs) or Service Level Agreements (SLAs) for this contract. However, for a contract focused on help desk and technical support, typical SLAs would likely include metrics such as average response time for ticket creation, average resolution time for different priority levels of issues (e.g., critical, high, medium, low), user satisfaction ratings, and system uptime for support portals. These KPIs are crucial for ensuring the contractor meets the government's expectations for service quality and efficiency.

What is the track record of I.T.S. CORPORATION in performing federal IT support contracts?

The provided data identifies I.T.S. CORPORATION as the contractor for this specific $10.3 million GSA contract for IT help desk and technical support functions. To assess their track record, one would need to examine their broader contract history within federal agencies. This would involve looking at past performance evaluations, any contract modifications, task order history, and whether they have successfully completed similar IT support contracts. A review of the Federal Procurement Data System (FPDS) or other contract databases would be necessary to gather comprehensive information on their performance across multiple awards.

Were there any significant risks identified during the procurement or performance of this contract?

The provided data does not explicitly list any identified risks associated with this contract. However, common risks for IT support contracts include potential service disruptions, failure to meet performance standards (SLAs), cybersecurity vulnerabilities, cost overruns (though less likely with firm-fixed-price), and challenges in adapting to evolving technology. The competitive nature of the award (10 bidders) suggests that potential offerors assessed the risks and found them manageable. Ongoing oversight by the COR would be essential to identify and mitigate any emerging risks during the contract's performance period.

How has federal spending on IT help desk and technical support evolved since this contract was awarded?

This contract was awarded in 2003 and ended in 2008. Since then, federal spending on IT help desk and technical support has likely seen significant evolution. Trends include increased reliance on cloud-based support solutions, automation through AI-powered chatbots and self-service portals, a greater emphasis on cybersecurity support, and potentially a shift towards more outcome-based or managed service contracts rather than purely time-and-materials or fixed-price support. The overall federal IT budget has also grown substantially, with a continuous push for modernization and efficiency driving spending patterns in support services.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Computer Systems Design Services

Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › ADP AND TELECOMMUNICATIONS

Competition & Pricing

Extent Competed: COMPETITIVE DELIVERY ORDER

Solicitation Procedures: SIMPLIFIED ACQUISITION

Solicitation ID: 9T4H503RW

Offers Received: 10

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 300 ESPLANADE DR STE 1450, OXNARD, CA, 26

Business Categories: Category Business, Not Designated a Small Business

Financial Breakdown

Contract Ceiling: $10,317,306

Exercised Options: $10,317,306

Current Obligation: $10,317,306

Parent Contract

Parent Award PIID: GS09K99BHD0007

IDV Type: GWAC

Timeline