FAR Part 6.302-2, UNUSUAL AND COMPELLING URGENCY; FAS NATIONAL CUSTOMER SERVICE CENTER

This is a sole source acquisition issued under a Justification for Other than Full and Open Competition (JOFOC) on an Unusual and Compelling Urgency basis in accordance with FAR Part 6.302-2. The client is General Services Administration (GSA), Federal Acquisition Service (FAS), National Customer Service Center (NCSC). The contracting activity is Region 6 GSA, FAS, Assisted Acquisition Services (AAS) located in Kansas City, Missouri.

AAS R6 is issuing a sole source contract to Leader Communications, Incorporated (LCI), which is an Other Than Small Business (OTSB) concern, to continue to provide logistical support services for the National Customer Service Center (NCSC), Federal Acquisition Services (FAS), General Services Administration (GSA). There is an urgent need as action will ensure that there is no break in services while allowing the time needed for the recompete contract to be awarded. This contract is issued on a firm-fixed price basis with one (1), two (2) month base period and ten (10), one (1) month option periods for a total of twelve (12) months of performance if all options are exercised.

The services performed by the NCSC are essential to GSA's mission. Currently, the contract support accounts for 51% of all resources available for NCSC's programmatic support. Live customer service agents are available beginning Sunday at 8pm Central, 24 hours a day through Thursday, and until 8:30pm Central Friday. The NCSC is the recognized customer service source for clients of the GSA. The 24 hour support is needed to support GSA's sister agencies across the Department of Defense to assist operations conducted across the globe in other countries. GSA customers may contact the NCSC by phone, mail, email, chat as well as the AskGSA portal when they need information on GSA products and services or have an inquiry on or a complaint regarding an order they have placed through GSA. GSA services and supplies are provided through vendor direct delivery, GSA's Multiple Award Schedules (MAS) Program, and other contract vehicles such as GWAC.

The NCSC responds to all telephone calls directed to the programs supported by the NCSC. The NCSC is tasked with responding to worldwide customer requests for service and information through a published toll free phone number, one of the major customers being the DoD. The NCSC provides call center support during the advertised hours of operation. After these hours of operation, customers may leave voicemail messages (night line).