District of Columbia Cobblestone Systems #CFOPD-22-C-014

Award for Overflow Call Center Services for DC Office of Tax & Revenue

This award summary covers the District of Columbia Office of the Chief Financial Officer's contract for Overflow Call Center Services supporting the Office of Tax & Revenue (OTR):

• Government Buyer:
  • District of Columbia, Office of the Chief Financial Officer (OCFO)
  • Office of Tax & Revenue (OTR), Office of Contracts
• OEMs and Vendors:
  • Pioneer Customer Experience, LLC (formerly Navient B.P.O., LLC)
• Services Requested:
  • Overflow Call Center Services for taxpayer inquiries
  • Year-round support with flexible staffing: 10-15 agents during peak tax season, 2-7 during non-peak
  • Estimated annual answered calls: up to 98,849 in peak years, typically 41,000–70,078 per year
  • Pricing per answered call: $5.99 (base year), increasing to $6.55 in later option years
  • Total estimated contract value: not to exceed $1,990,483.63
• Unique or Notable Requirements:
  • Strict service level agreements (SLAs):
  • 95% call quality
  • 75% call resolution without transfer
  • 2% or less caller complaints
  • Compliance with IRS Publication 1075 for handling confidential tax information
  • Agents must be U.S.-based, receive tax-specific and cybersecurity training, and pass background checks
  • Access to the District's Modernized Integrated Tax System (MITS)
  • Contract includes four one-year option periods, all exercised
  • Pricing and call volumes adjusted via contract modifications as needed
• The contract has undergone several modifications for quantity, pricing, and administrative updates, including a formal contractor name change.

Description

The District of Columbia Office of the Chief Financial Officer (OCFO) requires a contractor to provide an Overflow Call Center to support the Office of Tax & Revenue (OTR) Customer Service Administration (CSA). The contractor will provide experienced call center services at its facility for year-round support to ensure a transparent and timely service experience for taxpayers. The contract includes four one-year option periods, with the current term running from August 31, 2026, to August 30, 2027. The contractor is Pioneer Customer Experience, LLC, formerly Navient B.P.O., LLC.

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