Outsourced Contact Center - Temporary Surge Support

The RFI 70FBTXI00000001 document clarifies that the "requested addendum" and "separate attachment" referenced in Attachment 2 Request for Information are the same. This clarification addresses a question regarding the 10-page limit for the RFI response, indicating that this specific attachment is not part of the page count. The document, which is a question and answer response, serves to resolve an ambiguity in the RFI instructions, ensuring clarity for potential respondents in a federal government RFI context.

The Department of Homeland Security's Federal Emergency Management Agency (FEMA) is seeking proposals for an Outsourced Contact Center Contract (OC3) to provide temporary surge support. This multi-award Blanket Purchase Agreement (BPA) will establish contact center services, including both traditional and automated solutions, to handle fluctuating call volumes during disaster activity. The contractor will be responsible for providing a fully managed and scalable contact center, including a remote workforce, with the capability to manage up to 175,000 production hours weekly, scaling up to 210,000 hours. Key requirements include staffing with 25% Spanish/English bilingual agents, adherence to strict security and privacy regulations for handling Personally Identifiable Information (PII), and compliance with various federal acts and executive orders. Contractors must also provide comprehensive management support, meet performance metrics, and submit detailed reports. The government will provide secure access to FEMA systems and will conduct training as needed, with strict guidelines for contractor personnel eligibility and background investigations.

FEMA's RFI 70FBTXI00000001 addresses numerous questions regarding the OC3 support multi-award BPA for disaster-related contact center services. Key clarifications include that the "requested addendum" and "separate attachment" are the same, and a Table of Contents is allowed outside the page limit. FEMA anticipates a multi-award BPA structure with call orders competed based on disaster activity, with no incumbent transition requirements. While a fully managed contact call center is the current requirement, FEMA is open to intelligent automation technologies like AI and chatbots. Contractors are responsible for all equipment and technology, which should be factored into the hourly labor rate. Remote work is permitted, and services can be provided from CONUS and OCONUS locations, including US territories. Training requirements and timelines are detailed, with an anticipated 40% initial training failure rate. FEMA uses the C3MP Cloud (Genesys platform) for call management and expects contractors to provide electronic methods for data capture beyond just time clocks for invoicing. The RFI also specifies contact information for submission and clarifies various operational and performance expectations during surge events.

This RFI contains questions and answers regarding FEMA's OC3 support, covering various aspects of Blanket Purchase Agreements (BPAs) and call order procedures. Key topics include the structure of BPAs (multi-award), the ordering process based on disaster activity, and the absence of incumbent transition requirements. The document clarifies FEMA's stance on telework, the frequency of surge support (every year except 2019 in the last decade), and the current requirement for a fully managed contact call center. It outlines security requirements for IT solutions (FEMA authorized), agent activation timelines (within 5 calendar days of adjudication), and training details. The RFI also addresses intelligent automation technologies, including AI, and confirms that FEMA is open to market evolution. It specifies that contractors must provide all necessary equipment and services, including technology, within their hourly labor rate, and that OCONUS locations, including US territories, are permitted for call center operations. FEMA anticipates selecting multiple awardees for call orders, which can overlap, and confirms that the 40% initial training failure rate is based on historical averages.

FEMA's Individual Assistance Division's Service Delivery Branch is seeking information through RFI 70FBTX26I00000001 for a fully managed, scalable Contact Center. This center will handle fluctuating call volumes during disaster surges, including data entry for individuals. The RFI aims to identify potential sources and gather market information for planning purposes, not to form a binding contract. The anticipated procurement may follow Federal Supply Schedule procedures, and only schedule contractors responding to this RFI will be considered for future solicitations. Responses should address capabilities for rapid staffing (100-400 staff in less than 7 days, U.S. citizens only), provide bilingual agents (English/Spanish), outline processes for cleared staff (MBI or higher) and fingerprinting, detail contact center facilities (including teleworking support), specify telecom carriers, and discuss call routing and capacity. FEMA also requests pricing methodology, operational metrics, training approaches, interest in readiness events, and ideas for maintaining readiness capability and structuring acquisitions for rapid fluctuations. Responses are due by January 28, 2026, and questions by January 14, 2026, to demetria.carter@fema.dhs.gov. A separate cost estimate attachment is required.