U.S. Government Accountability Office (GAO) Bid Protests #W519TC-23-R-0111

Award for Arlington National Cemetery Customer Care Support Center Services

This award summary covers the Department of the Army's procurement for customer care support center services at Arlington National Cemetery. - Government Buyer: - Department of the Army (United States Department of Defense) - Awarded Vendor: - JCS Solutions, LLC (8(a) small business) - Competing Vendor: - CSlope Solutions, LLC (8(a) small business) - Products/Services Requested: - Customer care support center services for Arlington National Cemetery - Includes operation of a call center, telephonic interactions, scheduling funerals and wreath-laying ceremonies, and providing feedback - Average of 11,300 interactions per month - Management and staffing plan, with evaluation of staffing/labor mix - Notable Requirements: - Fixed-price task order - 1-year base period with four 1-year option periods (up to 5 years total) - Evaluation criteria included technical approach, past performance (with confidence ratings), and cost/price - Past performance complexity measured by annual call volume - Award value: $16,968,086 - GAO reviewed and denied a protest, confirming the agency's evaluation and source selection process - No OEMs or product vendors involved, as this is strictly a service contract

Description

The Department of the Army issued a solicitation for a fixed-price task order to support the Arlington National Cemetery customer care support center. The solicitation was conducted under GSA's 8(a) Streamlined Technology Acquisition Resource for Services III contract. Proposals were evaluated based on technical, past performance, and cost/price factors, with a focus on past performance confidence ratings. After protests and reevaluations, the task order was awarded to JCS Solutions, LLC, an 8(a) small business, following a source selection process deemed reasonable and consistent with solicitation terms by the GAO.

View original listing