GSA Contact Center Support (GSACCs)

This Performance Work Statement (PWS) outlines the General Services Administration's (GSA) requirement for a commercial cloud-based contact center software solution. The solution will support approximately 220 agents handling 800,000 annual calls, with potential for growth. Key objectives include providing a turnkey solution with technology, infrastructure, and support services for GSA Contact Centers (GSACCs), enabling efficient, accurate, and timely responses to inquiries. The contractor must provide program management, personnel, training, technical support, and ensure the solution is FedRAMP-authorized, integrates with GSA Salesforce.com, and offers robust reporting, quality management analytics, and AI/ML capabilities. The PWS details performance requirements for solution features, automated services, uptime, data security, and various reporting needs, including daily, weekly, and monthly performance data, customer satisfaction reports, and IVR analysis. The contractor is also responsible for providing a help desk, key personnel (Program Manager, Configuration/Administration Subject Matter Expert, and Systems Security Officer), and potentially contractor-supplied contact center agents with defined skillsets. Security requirements emphasize compliance with GSA and NIST standards.

The document, identified by Docusign Envelope ID: 27F69718-6C92-41BE-BDFE-61B1DDDEE29C, is an internal federal government file from the Federal Acquisition Service, Office of Acquisition Operations, TT&L. It primarily details the signatures and approvals from key personnel within various offices, all dated July 10, 2025. The signatories include the Contracting Representative (COR) from the Office of Fleet Management, the Contracting Officer (CO) from the Office of Acquisition Operations (QMA), the Assistant General Counsel from the Office of General Counsel (LP), the Contracting Director & Competition Advocate from the Office of Acquisition Operations (QMA), and the Head of Contracting Activity (HCA) from the Office of Travel, Transportation & Logistics (TTL). This document serves as a record of official endorsements, likely for a federal acquisition, contract, or grant-related action, indicating the formal review and approval process across multiple departments within the federal acquisition framework.