Outsourced Contact Center Contract (OC3)

This requirement will be solicited between the four FEMA OC3 BPA holders, 70FBTX21A00000001 GDIT, 70FBTX21A00000002 ITCON, 70FBTX21A00000003 Maxmus and 70FBTX21A00000004 TTEC. The purpose of this requirement is to award Call-Order(s) against FEMA's Blanket Purchase Agreements (BPA) for surge Contact Center support, during periods of surge disaster activity, there is a need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. The government requires the contractor be prepared to provide up to 14,000 production hours per week. The Contractor will have the capability to increase, at FEMA's discretion, the weekly production hours up to a maximum of 20,000 production hours. The Contractor shall have the capability to support 24 hours a day, 7 days a week, inclusive of weekends and holidays.