Call Center Services for After-Hours Support
ID: 19GE5025R0033Type: Solicitation
Overview

Buyer

STATE, DEPARTMENT OFSTATE, DEPARTMENT OFACQUISITIONS - RPSO FRANKFURTWASHINGTON, DC, 20520, USA

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

SUPPORT- PROFESSIONAL: HUMAN RESOURCES (R431)

Original Source

https://sam.gov/opp/2c1236f62aea472389a09c7b143beaca/view
Timeline
    Description

    The U.S. Department of State is soliciting proposals for after-hours call center services to support the U.S. Embassy in London and its constituent posts in the United Kingdom. The objective is to manage approximately 1,300 monthly after-hours calls, providing a fully staffed call center for emergency screenings and escalations to the Duty Officer, under a firm-fixed-price Indefinite-Delivery Indefinite-Quantity (IDIQ) contract. This service is critical for maintaining reliable communication during emergencies, ensuring effective call screening, accurate record-keeping, and prompt escalation of incidents such as terrorist threats and natural disasters. Interested companies must submit their proposals in PDF format by March 24, 2025, and direct inquiries to Patticha Gruenbeck at GruenbeckP@state.gov or Kenneth G. Mamba at MambaKG@state.gov by March 6, 2025.

    Point(s) of Contact
    Patticha Gruenbeck
    GruenbeckP@state.gov
    Kenneth G. Mamba
    MambaKG@state.gov
    Files
    Title
    Posted
    19GE5025R0033.pdf
    The U.S. Embassy in London is soliciting proposals for after-hours call center services under Solicitation Number 19GE5025R0033. The purpose of this firm-fixed-price Indefinite-Delivery Indefinite-Quantity (IDIQ) contract is to manage approximately 1,300 monthly after-hours calls, providing a fully staffed call center for emergency screenings and escalations to the Duty Officer. The contract includes a one-year base period starting September 22, 2025, with four optional renewal years. Operators must be fluent in English, knowledgeable, and customer-focused, while adhering to strict performance standards including effective call screening, accurate record-keeping, and prompt escalation of emergencies such as terrorist incidents and natural disasters. The contractor is responsible for all necessary equipment and ensuring compliance with legal regulations, while performance will be monitored through quality assurance plans. Invoices must detail all charges, including any applicable Value Added Tax (VAT) or Defense Base Act (DBA) insurance costs. This solicitation highlights the government's commitment to maintaining a reliable communication line for emergencies and supports operational continuity during critical times.
    Presolicitation Notice 19GE5025R0033.pdf
    The Regional Procurement Support Office (RPSO) Frankfurt has issued a Pre-Solicitation Notice for a Request for Proposal (RFP) for after-hours call center services needed by the U.S. Embassy in London and its constituent posts in the United Kingdom. The anticipated contract, set to be awarded by the third quarter of 2025, will be a firm-fixed price Indefinite Delivery/Indefinite Quantity contract with a base period of one year and four optional renewal years. Contractors must provide trained personnel to handle after-hours calls, ensuring professional and courteous service. Automated systems are expressly prohibited. The offeror must comply with international procurement agreements and be authorized to conduct business at the place of performance, as per the DOSAR 652.242-73 regulation. Registration in the System for Award Management (SAM) is mandatory for consideration. The solicitation is expected to be available on SAM.gov starting February 2025, and the performance period is set to commence on September 22, 2025. All proposals will adhere to U.S. laws and be processed competitively, emphasizing full and open competition in accordance with WTO GPA guidelines.
    Solicitation Letter 19GE5025R0033.pdf
    The U.S. Consulate General's Regional Procurement Support Office invites proposals for after-hours call center services for the U.S. Embassy in London and its constituent posts in the United Kingdom. This solicitation, identified as No. 19GE5025R0033, may lead to an Indefinite-Delivery Indefinite-Quantity (IDIQ) contract. Interested companies must submit their proposals in PDF format via email by March 24, 2025, ensuring to adhere to a 45MB file size limit. Inquiries regarding the solicitation must be submitted by March 6, 2025, via email to a designated contact, with specific formatting instructions for clarity. Each offeror is responsible for accurately pricing their services and must provide all necessary information to their subcontractors without referrals to the U.S. Government. The document emphasizes the importance of a thorough review of the provided solicitation documents and outlines submission guidelines to ensure compliance with this procurement process. Overall, the document reflects typical practices in federal contracting, particularly in the context of RFPs aimed at securing critical services for government operations.
    Lifecycle
    Title
    Type
    Call Center Services for After-Hours Support
    Currently viewing
    Solicitation
    Call Center Services for After-Hours Support
    Presolicitation
    Similar Opportunities
    Catering Services
    Buyer not available
    The U.S. Department of State is seeking qualified contractors to provide catering services for the U.S. Embassy in London, United Kingdom. The procurement aims to fulfill the food service needs of the embassy, which includes preparing and serving meals for various events and functions. Catering services are essential for maintaining diplomatic relations and hosting official gatherings, thereby supporting the embassy's operational objectives. Interested parties should contact the London Contracting Officer at ProcurementBox3@state.gov for further details on the solicitation process and requirements.
    Maintenance of Chancery Pond
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in London, is soliciting quotations for the maintenance and algae control of the Chancery Pond, as outlined in RFQ number 19UK5625Q0020. The contract aims to ensure the pond's upkeep, focusing on sustainable algae management and water quality monitoring, with contractors required to conduct six treatment sessions annually and provide detailed reports. This procurement is vital for maintaining the embassy's environmental standards and enhancing the aesthetic appeal of its grounds. Proposals are due by March 10, 2025, with a pre-quotation conference scheduled for March 3, 2025; interested parties should contact the London Contracting Officer at ProcurementBox5@state.gov for further information.
    Staging & Site Management
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in London, is seeking qualified contractors for a federal contract titled "Staging & Site Management." This solicitation aims to procure services related to the rental and leasing of commercial and industrial machinery and equipment, specifically focusing on staging and site management operations in London, United Kingdom. The successful contractor will play a crucial role in ensuring the effective management and operation of staging activities, which are vital for various embassy functions and events. Interested parties should contact the London Contracting Officer at ProcurementBox3@state.gov for further details and to ensure compliance with registration requirements, including obtaining a Unique NCAGE Code and adhering to federal anti-discrimination laws as outlined in the associated documentation.
    Scotland Vehicle and Driver Hire Services
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in London, is soliciting proposals for Vehicle and Driver Hire Services in Scotland under solicitation number 19UK5625Q0015. The procurement aims to secure reliable passenger transportation services, offering both vehicles with drivers and vehicles without drivers for official government visits. This initiative is crucial for ensuring efficient transportation for U.S. government personnel while promoting participation from small businesses, including those owned by women and service-disabled veterans. Interested vendors must submit their quotations electronically by March 28, 2025, following a pre-quotation conference on March 3, 2025. For further inquiries, vendors can contact Marielle H. Martin at ProcurementBox7@state.gov or Ahmed A. Ahmed at the same email address.
    Theming & Decor
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in London, is seeking qualified contractors for a project titled "Theming & Decor." This solicitation aims to procure services related to the rental and decoration of consumer goods, specifically for events hosted by the embassy. The goods and services are essential for creating an engaging and culturally relevant atmosphere during diplomatic functions, reflecting the embassy's commitment to fostering international relations. Interested parties should contact the London Contracting Officer at ProcurementBox3@state.gov for further details, and they must ensure compliance with federal anti-discrimination laws and relevant FAR clauses during the bidding process.
    Marquees
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in London, is seeking qualified contractors to provide marquees under a federal contract solicitation. The procurement aims to secure rental and leasing services for commercial and industrial machinery and equipment, specifically focusing on the provision of marquees for various events and functions. This opportunity is significant as it supports the embassy's operational needs in the United Kingdom, ensuring that events are conducted smoothly and effectively. Interested contractors should contact the London Contracting Officer at ProcurementBox3@state.gov for further details and to ensure compliance with federal anti-discrimination laws and registration requirements on SAM.gov, as outlined in the associated documentation.
    Janitorial Services for the Embassy of the United States of America in Doha, Qatar.
    Buyer not available
    The U.S. Department of State is soliciting proposals for janitorial services at the Embassy of the United States in Doha, Qatar, under Solicitation Number 19QA10-25-R-0001. The procurement aims to secure comprehensive custodial services, including routine and additional temporary services, with a focus on maintaining high standards of security and health for all personnel involved. This contract is crucial for ensuring a clean and safe environment at the embassy, with a duration of one year and options for four additional years. Interested offerors must attend a pre-proposal conference on March 25, 2025, and submit their proposals electronically by April 27, 2025, at 09:00 a.m. local time, with inquiries directed to Vincent Fellone at FelloneVC@state.gov or Firas Bashir at BashirFT@state.gov.
    Mobile phone services
    Buyer not available
    The U.S. Department of State, through the American Embassy in Geneva, is soliciting proposals for mobile phone services under RFQ number 19SZ3525Q0001, effective from February 21, 2025. The contract aims to provide mobile telecommunications for official use, including unlimited local and international calls, data plans, and 24-hour customer support, with a primary focus on maintaining high service quality and facilitating the migration of existing numbers within Switzerland. Proposals must be submitted electronically by March 24, 2025, following a pre-quotation conference on March 11, 2025, and must comply with federal regulations, including registration in the System for Award Management (SAM). Interested vendors should contact Ruby V Marcelo at Genevaprocurement2@State.gov or Danielle Suberlucq at suberlucqdc@state.gov for further information.
    19TC1025Q0003 Diplomatic Post Office (DPO) Services
    Buyer not available
    The U.S. Department of State is soliciting proposals for Diplomatic Post Office (DPO) Services at the U.S. Embassy in Abu Dhabi, UAE, under RFQ number 19TC1025Q0003. The procurement involves managing the handling and processing of DPO mail bags, including logistics for approximately 6,000 incoming and 400 outgoing bags annually, with a contract structure of one base year and three optional one-year extensions. This service is crucial for ensuring efficient communication and logistics for U.S. diplomatic missions abroad. Interested vendors must submit their quotations by March 20, 2025, and are encouraged to attend a pre-quotation conference on March 4, 2025, with registration due by February 27, 2025. For further inquiries, vendors can contact Kadlec Shelly at kadlecsr@state.gov or Islam Mokbel at mokbelia@state.gov.
    Solicitation Number 19NL80-25-Q-0001 Landscaping and Gardening Services
    Buyer not available
    The U.S. Department of State, through the U.S. Embassy in The Hague, is soliciting proposals for Landscaping and Gardening Services under Solicitation Number 19NL80-25-Q-0001. The contract encompasses maintenance for the U.S. Embassy, the Consulate in Amsterdam, and five government residences, with a contract duration of one base year and four one-year options starting in February 2025. This opportunity is crucial for maintaining the aesthetic and functional quality of government properties overseas, ensuring compliance with local laws and environmental standards. Interested contractors must submit electronic proposals, including price quotes and insurance documentation, by March 25, 2025, and are encouraged to attend a pre-quotation conference on March 7, 2025. For further inquiries, contact Jonathan P. Wedd at WeddJP@state.gov or Geoffrey Osei-Bonsu at TheHagueContracts@state.gov.