Call Center Services for After-Hours Support
ID: 19GE5025R0033Type: Presolicitation
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/c6364d1ebe3049df83d605a7d045f6d2/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
    Solicitation
    Call Center Services for After-Hours Support
    Currently viewing
    Presolicitation
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