Questions & Answers -Telephone Operator Services for U.S. Mission Spain & Andorra
ID: 19SP5025Q0002Questions-AnswersType: Solicitation
Overview

Buyer

STATE, DEPARTMENT OFSTATE, DEPARTMENT OFUS EMBASSY MADRIDWASHINGTON, DC, 20520, USA

NAICS

Telephone Call Centers (56142)

PSC

SUPPORT- ADMINISTRATIVE: OTHER (R699)

Set Aside

Total Small Business Set-Aside (FAR 19.5) (SBA)

Original Source

https://sam.gov/opp/37cb75cef1d14f4b878abf5703c54fef/view
Timeline
    Description

    The U.S. Department of State, through the U.S. Embassy in Madrid, is seeking a contractor to provide 24/7 remote telephone operator services for the U.S. Mission in Spain and Andorra. The contractor will be responsible for managing all necessary tools and technology, as the services will be delivered without requiring a site visit or existing infrastructure. This procurement is significant as it aims to handle approximately 1,200 calls per month, ensuring efficient communication for the embassy while adhering to local and international data management regulations. Interested parties should contact Lydia Ruiz at ruizlx@state.gov or +34915872545, with the anticipated contract award date set for February 2025 and a contract start date of March 1, 2025.

    Point(s) of Contact
    Lydia Ruiz
    +34915872545
    ruizlx@state.gov
    Files
    Title
    Posted
    Questions and Answers.pdf
    The government is issuing its first contract for 24/7 remote telephone operator services. The contractor will provide these services without requiring a site visit or existing infrastructure, meaning all necessary tools and technology must be included in the contract pricing. The anticipated award date is February 2025, with a contract start date of March 1, 2025. Approximately 1,200 calls per month are expected, with an average call duration of 1.14 minutes. Service providers do not need to have tested language proficiency or security clearances for their operators. There are no citizenship requirements for operators, and they can work remotely with no ties to local communities required. The contractor is responsible for creating and adhering to pre-approved scripts for handling calls, and will not integrate with embassy systems. Data management must comply with local and international regulations, but operators won't maintain records beyond contract obligations. Overall, the document outlines the framework for this service procurement, emphasizing remote operation and self-sufficient contractor management.
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