GSA awards $2.5 billion contract for contact center services

The General Services Administration is offering agencies another way to quickly set up contact centers during emergencies.

GSA’s USA Contact contract, awarded today, is good for 10 years and worth about $2.5 billion. The contract provides a range of contact center services for agencies and helps them get official government information to the public on a daily basis and in times of crises. The contract lets agencies establish emergency centers in a short time, according to GSA.

“Every second matters during a crisis,” said Lurita Doan, GSA administrator.

GSA awarded spots on the contract to Convergys, CSC-Datatrac, EDS, ICT Group, Lockheed Martin Services, L3 Communications, TechTeam Government Solutions, Teletech Government Solutions and Vangent.

USA Contact replaces FirstContact, which aimed to streamline and simplify the process of buying contact center services for government agencies.

Between 2004 and 2007, FirstContact completed 15 task orders, which included setting up contact centers for the Federal Emergency Management Agency after Hurricane Katrina struck the Gulf Coast in 2005 and for the Veterans Affairs Department following the theft of a laptop containing sensitive personnel data.

Like FirstContact, USA Contact also remains part of GSA’s USA Services, an e-government initiative.

“GSA is helping citizens get the information they want and need from government by assisting agencies with the delivery process,” said Martha Dorris, deputy associate administrator of GSA’s Office of Citizen Services, which manages USA Contact.

About the Author

Matthew Weigelt is a freelance journalist who writes about acquisition and procurement.

Featured

  • Contracting
    8 prototypes of the border walls as tweeted by CBP San Diego

    DHS contractors face protests – on the streets

    Tech companies are facing protests internally from workers and externally from activists about doing for government amid controversial policies like "zero tolerance" for illegal immigration.

  • Workforce
    By Mark Van Scyoc Royalty-free stock photo ID: 285175268

    At OPM, Weichert pushes direct hire, pay agent changes

    Margaret Weichert, now acting director of the Office of Personnel Management, is clearing agencies to make direct hires in IT, cyber and other tech fields and is changing pay for specialized occupations.

  • Cloud
    Shutterstock ID ID: 222190471 By wk1003mike

    IBM protests JEDI cloud deal

    As the deadline to submit bids on the Pentagon's $10 billion, 10-year warfighter cloud deal draws near, IBM announced a legal protest.

Stay Connected

FCW Update

Sign up for our newsletter.

I agree to this site's Privacy Policy.