DoD Awards $57.5M Customer Service Desk Contract to SAIC for 3 Years
Contract Overview
Contract Amount: $57,478,133 ($57.5M)
Contractor: Science Applications International Corporation
Awarding Agency: Department of Defense
Start Date: 2023-09-01
End Date: 2026-12-25
Contract Duration: 1,211 days
Daily Burn Rate: $47.5K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 9
Pricing Type: FIRM FIXED PRICE
Sector: IT
Official Description: CUST SERV. (ENT. CUST. SERV. DESK)
Place of Performance
Location: FORT BRAGG, CUMBERLAND County, NORTH CAROLINA, 28310
Plain-Language Summary
Department of Defense obligated $57.5 million to SCIENCE APPLICATIONS INTERNATIONAL CORPORATION for work described as: CUST SERV. (ENT. CUST. SERV. DESK) Key points: 1. Contract awarded to Science Applications International Corporation (SAIC). 2. Focuses on enterprise customer service desk operations. 3. Full and open competition was utilized. 4. Contract duration extends to December 2026.
Value Assessment
Rating: fair
The contract value of $57.5 million over approximately 3 years suggests a moderate annual spend. Benchmarking against similar IT support contracts would be necessary to fully assess pricing.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The use of full and open competition is a positive indicator for price discovery. This method allows all eligible vendors to bid, potentially leading to more competitive pricing.
Taxpayer Impact: Taxpayer funds are being utilized for essential IT support services, with competition aiming to ensure value for money.
Public Impact
Ensures continued IT support for Department of the Army personnel. Supports critical functions through a centralized customer service desk. Potential for improved IT service delivery and user satisfaction.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Lack of specific performance metrics in provided data.
- Potential for vendor lock-in if not managed effectively.
- Dependence on a single vendor for critical IT support.
Positive Signals
- Utilizes full and open competition.
- Long-term contract provides stability for service delivery.
- Fixed-price contract limits cost overruns.
Sector Analysis
This contract falls within the IT services sector, specifically focusing on customer support. Spending benchmarks for enterprise IT help desk services vary widely based on scope and user base.
Small Business Impact
The data indicates that this contract was not awarded to a small business. Further analysis would be needed to determine if small business participation was sought or achieved through subcontracting.
Oversight & Accountability
Oversight will be crucial to ensure SAIC meets performance expectations and delivers value. The Department of the Army will need robust contract management to monitor service levels and costs.
Related Government Programs
- Other Computer Related Services
- Department of Defense Contracting
- Department of the Army Programs
Risk Flags
- Lack of detailed performance metrics.
- Potential for cost creep if scope expands.
- Dependence on a single provider.
- Limited visibility into subcontracting opportunities for small businesses.
Tags
other-computer-related-services, department-of-defense, nc, delivery-order, 10m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of Defense awarded $57.5 million to SCIENCE APPLICATIONS INTERNATIONAL CORPORATION. CUST SERV. (ENT. CUST. SERV. DESK)
Who is the contractor on this award?
The obligated recipient is SCIENCE APPLICATIONS INTERNATIONAL CORPORATION.
Which agency awarded this contract?
Awarding agency: Department of Defense (Department of the Army).
What is the total obligated amount?
The obligated amount is $57.5 million.
What is the period of performance?
Start: 2023-09-01. End: 2026-12-25.
What are the key performance indicators (KPIs) for this customer service desk contract, and how will they be measured to ensure effectiveness?
Key performance indicators would likely include response times, resolution rates, customer satisfaction scores, and uptime for critical systems. These would be measured through regular reporting by SAIC, potentially supplemented by user surveys and internal audits by the Department of the Army. Effective measurement ensures the contractor is meeting service level agreements and providing value.
What is the potential risk of service disruption if SAIC fails to meet its contractual obligations, and what contingency plans are in place?
Service disruption risk is moderate, given the critical nature of IT support. Contingency plans might include phased transition to a new vendor, pre-identified backup support providers, or specific penalties for non-performance. The Department of the Army's contract management team would oversee these plans to mitigate impact on operations.
How does the annual cost of this contract compare to industry benchmarks for similar enterprise customer service desk operations?
Without specific details on the number of users supported, service level agreements, and scope of services, a precise benchmark is difficult. However, the approximate annual cost of $19.1 million suggests a need for detailed comparison against contracts of similar scale and complexity to ensure cost-effectiveness and value for taxpayer money.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Other Computer Related Services
Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › IT AND TELECOM - NETWORK
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Solicitation ID: W911SA22R3004
Offers Received: 9
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 12010 SUNSET HILLS RD, RESTON, VA, 20190
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $131,819,779
Exercised Options: $78,715,984
Current Obligation: $57,478,133
Subaward Activity
Number of Subawards: 8
Total Subaward Amount: $43,550,673
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES PROCEDURES NOT USED
Cost or Pricing Data: NO
Parent Contract
Parent Award PIID: W52P1J18DA075
IDV Type: IDC
Timeline
Start Date: 2023-09-01
Current End Date: 2026-12-25
Potential End Date: 2028-12-14 00:00:00
Last Modified: 2026-01-14
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