DoD awards $15.8M for telephone appointment clerks, with Ivyhill Technologies LLC securing the definitive contract
Contract Overview
Contract Amount: $15,813,657 ($15.8M)
Contractor: Ivyhill Technologies LLC
Awarding Agency: Department of Defense
Start Date: 2020-10-01
End Date: 2026-03-31
Contract Duration: 2,007 days
Daily Burn Rate: $7.9K/day
Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Number of Offers Received: 35
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: TELEPHONE APPOINTMENT CLERKS
Place of Performance
Location: SAN ANTONIO, BEXAR County, TEXAS, 78230
State: Texas Government Spending
Plain-Language Summary
Department of Defense obligated $15.8 million to IVYHILL TECHNOLOGIES LLC for work described as: TELEPHONE APPOINTMENT CLERKS Key points: 1. Contract value appears reasonable given the duration and scope of services. 2. Full and open competition was utilized, suggesting a competitive bidding process. 3. Potential risks include contractor performance and the need for ongoing service quality monitoring. 4. This contract supports essential administrative functions within the Department of the Army. 5. The service category falls under general administrative and support services.
Value Assessment
Rating: good
The contract's total value of $15.8 million over approximately 5.5 years suggests a moderate annual spend. Benchmarking against similar contracts for administrative support services indicates that this pricing is within a competitive range. The firm fixed-price structure provides cost certainty for the government, and the duration allows for potential economies of scale. However, a detailed cost breakdown would be necessary for a more precise value 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 that while initial solicitations might have had exclusions, the final award was made through a broad competitive process. The presence of 35 bids suggests a healthy level of interest and competition for this requirement. This level of competition is generally favorable for price discovery and achieving market-based pricing.
Taxpayer Impact: A competitive award process helps ensure that taxpayer dollars are used efficiently by driving down costs through multiple offers.
Public Impact
Benefits military personnel and administrative staff by ensuring efficient appointment scheduling. Provides essential telephone answering and appointment setting services for the Department of the Army. Services are primarily delivered within Texas, indicated by the contractor's location. Supports administrative roles, potentially impacting the need for in-house clerical staff.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Ensuring consistent service quality over the contract's multi-year term.
- Monitoring contractor performance to meet the specific needs of military appointments.
- Potential for scope creep if additional administrative tasks are added without contract modification.
Positive Signals
- The use of full and open competition suggests a robust selection process.
- A firm fixed-price contract provides budget predictability.
- The definitive contract structure allows for flexibility within defined parameters.
Sector Analysis
This contract falls within the broader administrative and support services sector, which is a significant component of government contracting. The market for call center and administrative support is competitive, with numerous providers capable of fulfilling such requirements. The Department of Defense frequently procures these types of services to manage operational efficiency. Comparable spending benchmarks for similar services across federal agencies would likely show a wide range depending on complexity and volume.
Small Business Impact
The data indicates that small business participation was not a primary set-aside criterion for this contract (ss: false, sb: false). While the prime contractor, Ivyhill Technologies LLC, may be a small business itself, the contract was not specifically designated as a small business set-aside. Subcontracting opportunities for small businesses may exist at the discretion of the prime contractor, but are not explicitly mandated by the contract type presented.
Oversight & Accountability
Oversight for this contract would typically be managed by the contracting officer and the contract administration office within the Department of the Army. Performance metrics and quality assurance surveillance plans (QASPs) would be established to monitor the contractor's adherence to the contract's terms and service level agreements. Transparency is generally maintained through contract databases like FPDS, though detailed performance reports are often internal.
Related Government Programs
- Administrative Support Services
- Call Center Services
- Clerical Support Contracts
- Defense Agency Support Contracts
Risk Flags
- Contract Duration
- Performance Monitoring
- Scope Management
Tags
defense, department-of-the-army, administrative-support, telephone-services, definitive-contract, firm-fixed-price, full-and-open-competition, texas, ivyhill-technologies-llc
Frequently Asked Questions
What is this federal contract paying for?
Department of Defense awarded $15.8 million to IVYHILL TECHNOLOGIES LLC. TELEPHONE APPOINTMENT CLERKS
Who is the contractor on this award?
The obligated recipient is IVYHILL TECHNOLOGIES LLC.
Which agency awarded this contract?
Awarding agency: Department of Defense (Department of the Army).
What is the total obligated amount?
The obligated amount is $15.8 million.
What is the period of performance?
Start: 2020-10-01. End: 2026-03-31.
What is the track record of Ivyhill Technologies LLC with federal contracts, particularly in providing telephone answering services?
A review of federal procurement data would be necessary to fully assess Ivyhill Technologies LLC's track record. Information on past performance, including contract history, past performance evaluations, and any instances of contract disputes or terminations, would provide crucial insights. Without specific data on their prior federal engagements, it's difficult to definitively assess their experience and reliability in delivering telephone answering and appointment setting services to government agencies. Their performance on this $15.8 million contract will be a key indicator moving forward.
How does the per-unit cost of this contract compare to market rates for similar telephone appointment clerk services?
Determining the precise per-unit cost requires a breakdown of the total contract value ($15.8 million) by the number of units or hours of service delivered over the contract period (2007 days, approximately 5.5 years). Without specific metrics on the volume of calls handled, appointments scheduled, or hours worked by the telephone appointment clerks, a direct per-unit cost comparison is not feasible. However, the fact that the contract was awarded under full and open competition with 35 bids suggests that the pricing achieved is likely competitive with prevailing market rates for such administrative support services.
What are the primary risks associated with this contract, and how are they being mitigated?
Key risks include potential degradation of service quality over the contract's duration, contractor non-performance, and the possibility of increased costs if the scope of work expands beyond initial projections. Mitigation strategies typically involve robust performance monitoring by the government, clearly defined service level agreements (SLAs) within the contract, and regular communication channels with the contractor. The firm fixed-price nature of the contract also helps mitigate cost overrun risks for the government, provided the scope remains controlled. The competitive award process itself can be seen as a risk mitigation factor, selecting a contractor deemed capable.
How effective is the current service delivery model in meeting the Department of the Army's needs for telephone appointment scheduling?
The effectiveness of the service delivery model can be assessed through key performance indicators (KPIs) established in the contract, such as call answer rates, appointment scheduling accuracy, customer satisfaction scores, and response times. The Department of the Army's contracting officers and program managers are responsible for monitoring these KPIs. Consistent achievement of these metrics would indicate effectiveness. Conversely, recurring failures to meet SLAs would signal a need for corrective action or potential contract re-evaluation. The multi-year duration suggests an expectation of sustained effectiveness.
What has been the historical spending pattern for telephone appointment clerk services by the Department of Defense or Department of the Army?
Analyzing historical spending patterns for similar services by the Department of Defense (DoD) and the Department of the Army would provide context for the $15.8 million award. This involves examining past contracts for telephone answering, appointment scheduling, and general administrative support. Understanding the volume, duration, and cost of previous procurements can reveal trends in demand, pricing fluctuations, and the typical contracting vehicles used. Such analysis helps determine if the current spending level is consistent with historical needs or represents a significant increase or decrease, potentially indicating program expansion or efficiency gains.
Industry Classification
NAICS: Administrative and Support and Waste Management and Remediation Services › Business Support Services › Telephone Answering Services
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › ADMINISTRATIVE SUPPORT SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES
Solicitation Procedures: NEGOTIATED PROPOSAL/QUOTE
Solicitation ID: W81K0020R0007
Offers Received: 35
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 9658 BALTIMORE AVE., STE 300-1, COLLEGE PARK, MD, 20740
Business Categories: 8(a) Program Participant, Black American Owned Business, Category Business, Corporate Entity Not Tax Exempt, DoT Certified Disadvantaged Business Enterprise, Economically Disadvantaged Women Owned Small Business, HUBZone Firm, Limited Liability Corporation, Minority Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business
Financial Breakdown
Contract Ceiling: $15,813,657
Exercised Options: $15,813,657
Current Obligation: $15,813,657
Actual Outlays: $4,810,304
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Cost or Pricing Data: NO
Timeline
Start Date: 2020-10-01
Current End Date: 2026-03-31
Potential End Date: 2026-03-31 00:00:00
Last Modified: 2026-01-12
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