Business Process Operations (BPO) Customer Contact Center Services
ID: BPO_RFI_9242025Type: Sources Sought
Overview

Buyer

EDUCATION, DEPARTMENT OFEDUCATION, DEPARTMENT OFFSA ACQUISITIONS OFFICEWASHINGTON, DC, 20202, USA

NAICS

Financial Transactions Processing, Reserve, and Clearinghouse Activities (522320)

PSC

SUPPORT- ADMINISTRATIVE: OTHER (R699)

Original Source

https://sam.gov/workspace/contract/opp/6fff6d8c7d9249f5b61b02c7888d79c5/view
Timeline
    Description

    The U.S. Department of Education, specifically the Office of Federal Student Aid (FSA), is seeking information from potential vendors regarding their capabilities to provide Business Process Operations (BPO) Customer Contact Center Services, which include both Contact Center Operations and Back-Office Processing Support. This Request for Information (RFI) aims to gather insights on technology utilization, operational models, and performance metrics to enhance customer experience and service efficiency, particularly through the integration of advanced technologies such as AI. The anticipated contract will be structured as a multiple-award, firm-fixed-price model with a two-year base period and three optional 12-month extensions, with responses due by October 24, 2025. Interested vendors can direct inquiries to Tricia Jackson-Harris at tricia.jackson-harris@ed.gov or Gabrielle Panyard at gabrielle.panyard@ed.gov.

    Point(s) of Contact
    Tricia Jackson-Harris, Contracting Officer
    tricia.jackson-harris@ed.gov
    Gabrielle Panyard, Contract Specialist
    gabrielle.panyard@ed.gov
    Files
    Title
    Posted
    BPO RFI QA.xlsx
    The document is an RFI Q&A addressing vendor inquiries for the Federal Student Aid (FSA) Business Process Operations (BPO) recompete. Key themes include the scope of services, technology infrastructure, performance metrics, and contract logistics. FSA clarified that participation in the RFI is not mandatory for future RFP participation, and the solicitation will be open to all bidders. FSA uses Salesforce, AWS, Calabrio, Tableau, and Medallia for CRM, telephony, WFM, analytics, and customer satisfaction, respectively. The agency is exploring AI solutions and is open to vendor recommendations for technology and process improvements. The contract is anticipated to be a multiple-award, firm-fixed-price, per-task model with a two-year base period and three 12-month options. FSA emphasized the need for vendors to staff up with minimal lead time and confirmed a hybrid workforce model with a minimum of 50% in-office agent work. Future details regarding volumes, SLAs, KPIs, and specific requirements will be provided in the forthcoming RFP.
    BPO RFI_Final Revised_10152025 .pdf
    The U.S. Department of Education (ED), Office of Federal Student Aid (FSA), issued a Request for Information (RFI) for its Business Process Operations (BPO) Program. This RFI seeks feedback from potential vendors on their capabilities and interest in delivering Customer Contact Center Services, including Contact Center Operations, Back-Office Processing Support, and Fulfillment Services. The FSA aims to enhance its customer experience and is particularly interested in how vendors leverage technology, including AI, to provide efficient and effective service. The RFI outlines specific service delivery options, scope of work, and requirements for a hybrid work environment. Vendors are asked to provide demographic information, a capability statement, insights on cost management, staffing, performance management, and recommendations for acquisition strategies. Responses are due by October 24, 2025.
    BPO RFI_Final_09232025.pdf
    The U.S. Department of Education's Office of Federal Student Aid (FSA) has issued a Request for Information (RFI) to gather details from potential vendors. The RFI focuses on technology, providers, and their capabilities in delivering Customer Contact Center Services and Back-Office Processing Support for the Business Process Operations (BPO) Program. This RFI is for planning purposes only and does not constitute a solicitation. It seeks feedback on service capabilities, operational models, cost structures, and strategies for performance-based contact center execution. FSA is looking for insights into approaches that improve efficiency, reduce customer effort, and enable data-driven decision-making. The RFI outlines four service delivery options: Contact Center Services Only, Back-Office Processing Only, Combined Contact Center and Back-Office Services, and Fulfillment Services. Vendors are also asked to provide information on their ability to support a hybrid workforce model. Responses are due by October 22, 2025, and will inform future solicitations and contracts.
    Volumes for Question No.18.pdf
    The provided data details the contact center and processing task volumes over the most recent 12-month period for various government programs. Key activities include inbound calls (52.121%), chat sessions (13.713%), and manual email exchanges (8.655%), with a small percentage of Spanish language interactions. Specialized programs, such as Public Service Loan Forgiveness (PSLF), exhibit significant activity with application reviews, employer checks, and reconsideration processes. Other tasks involve Borrower Defense application processing (1.106%), PLUS Loan appeals, and various fraud and feedback-related activities. The file provides a comprehensive overview of the operational workload across different contact modalities and program-specific tasks, highlighting the volume and distribution of these activities within a government service context.
    Lifecycle
    Title
    Type
    Business Process Operations (BPO) Customer Contact Center Services
    Currently viewing
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