USA Contact

This USA Contact multiple award indefinite delivery/indefinite quantity (IDIQ) contract vehicle provides a wide range of automated and manual customer support services for contact center solutions, including answering telephone and email inquiries, establishing automated responses, and enhancing Web capabilities. HP Enterprise Services will furnish all necessary facilities, personnel, equipment, supplies and services, as required, to meet the contact center requirements of federal government agencies.

Contract vehicle detail

USA Contact – Contract vehicle details
Category Description
Contract Type Multiple Award IDIQ
Sponsor General Services Administration (GSA)
Contract Number GS00V08PDD0072
End-to-End Solutions

Automated Services

  • Automated Voice Response Services
  • Interactive Voice Response (IVR) Service
  • Voice/Speech Recognition Service
  • Text-to-Speech Service
  • Facsimile Services
  • Automatic Fax-Back Service
  • Fax-On-Demand Service
  • Voice Mail Service
  • Automated Callback (Telephone)
  • Web Callback
  • Automated Outbound Dialing Campaign
  • Automated Fax Delivery
  • Automated E-Mail Delivery
  • Hosted On-Line Ordering
  • Hosted E-Mail Web Form
  • Hosted FAQ Service

Attended Services

  • Responding to Telephone Inquiries
  • Outbound Calling Services
  • Responding to Postal Mail Inquiries
  • Responding to E-Mail Inquiries
  • Responding to Facsimile Inquiries
  • Interactive Web-Based Services

Other Services

  • Fulfillment Services
  • Transcription Service
  • Language Translation Services
  • Directory Listing Services
  • Technical and Management

Call Processing Technology and Services

  • E-Mail Routing and Management
  • FAQ System
  • Knowledge Management System
  • Contact Management System
  • Workforce Management System
  • Customer Survey Automation
  • Compliment and Complaint Management
  • Service Monitoring and Quality Control
  • Training
  • Literature Fulfillment
  • Voice Mail and Electronic Mail
  • Online Ordering System
  • Web Chat System
  • Database Design
  • Telecommunications Services
Contract Types Supported Firm Fixed Price or Time and Materials
Min/Max Minimum revenue guaranteed (MRG) amount for the contract will be $10,000
No minimum/maximum for task orders
Contract ceiling is $2.5 billion
Discount Offered (per Task Order) Discounts may be offered on specific opportunities.
Task Order Competition Required Yes, but can sole source with justification.
Performance Period 3/2008 to 3/2018 – Two-year base contract with four two-year options. Plus three additional years on any contracts procured or renewed within the final contract period.
Teaming Partners

HP Enterprise Services is the prime contractor and is partnering with the following companies:

Alta IT Services provides temporary staffing in the IT field with a network of over 35,000 highly skilled IT professionals with a broad range of both functional and technical experience, and support clients that use diverse technologies and platforms in both the cleared and un-cleared environments.

DanSources Technical Services Inc. is an IT solutions and technology services a provider to government, public and private-sector agencies, including software development, systems security, database design and integration, networks, web development, records management, and content management.

Focus Technology is an IT services company providing value to enterprise and government clients.

Premier Technical Services is a Service Disabled Veteran Owned and HUBZone Certified small business.

SOC Enterprises, a NISH-affiliated non-profit agency, provides a variety of labor-intensive services to meet both regional and national needs.

Point of Contact

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