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Call Center Services for After-Hours Support   2

ID: 19GE5025R0033 • Type: Presolicitation
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Description

The solicitation may result in award of a firm-fixed price Indefinite Delivery/Indefinite Quantity contract in the third quarter of year 2025. It is anticipated that the contract will be of a base period of one (1) year with four (4) option years.

This acquisition is subject to the World Trade Organization Government Procurement Agreement (WTO GPA) and Free Trade Agreements (FTA).

The scope of work requires the successful contractor to provide personnel, equipment, and all necessary resources for provision of after-hour call center services. The contractor shall provide trained telephone operators as the first point of contact for after-hours calls. Operators shall be professional, courteous, and proficient in English, with experience in telephone operations or customer service. Only manned calling systems are allowed; automated systems are prohibited.

The contract covers a one-year base period starting from the issuance of the Notice to Proceed, with four (4) one-year option periods. The performance period is set to commence on September 22, 2025.

The solicitation package is anticipated to be issued in February 2025 on SAM.gov with solicitation number 19GE5025R0033.

Background
The U.S. Consulate General's Regional Procurement Support Office in Frankfurt is issuing a solicitation for Call Center Services for After-Hours Support for the U.S. Embassy London and its constituent posts in the United Kingdom.

The goal of this contract is to provide reliable after-hour call center services to ensure effective communication and support.

Work Details
The successful contractor will be required to provide personnel, equipment, and all necessary resources for after-hour call center services.

Key responsibilities include:
- Providing trained telephone operators as the first point of contact for after-hours calls.
- Ensuring operators are professional, courteous, and proficient in English, with prior experience in telephone operations or customer service.
- Utilizing only manned calling systems; automated systems are strictly prohibited.

Period of Performance
The contract will have a base period of one year starting from the issuance of the Notice to Proceed, with four additional one-year option periods. The performance period is set to commence on September 22, 2025.

Place of Performance
The services will be performed at the U.S. Embassy London and its constituent posts in the United Kingdom.
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Overview

Agency
DOS Office of Acquisition Management (AQM) [DOS]
Response Deadline
Feb. 14, 2025, 9:00 a.m. EST Past Due
Posted
Jan. 30, 2025, 4:49 a.m. EST
Set Aside
None
NAICS
561422 - Telemarketing Bureaus and Other Contact Centers
PSC
R431 - Support- Professional: Human Resources
Place of Performance
London United Kingdom
Source
SAM
Current SBA Size Standard
$25.5 Million
Pricing
Fixed Price
Est. Level of Competition
Average
Odds of Award
64%
Vehicle Type
Indefinite Delivery Contract
On 1/30/25 DOS Office of Acquisition Management issued Presolicitation 19GE5025R0033 for Call Center Services for After-Hours Support due 2/14/25. The opportunity was issued full & open with NAICS 561422 and PSC R431.
Primary Contact
Name
Patticha Gruenbeck   Profile
Email
gruenbeckp@state.gov
Phone
None

Secondary Contact

Name
Kenneth G. Mamba   Profile
Email
mambakg@state.gov
Phone
None

Documents

Posted documents for Presolicitation 19GE5025R0033

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Additional Details

Source Agency Hierarchy
STATE, DEPARTMENT OF > STATE, DEPARTMENT OF > ACQUISITIONS - RPSO FRANKFURT
FPDS Organization Code
1900-GE500
Source Organization Code
100183206
Last Updated
March 1, 2025
Last Updated By
gruenbeckp@state.gov
Archive Date
March 1, 2025