SAM #ACQ-26-1489_ACQ-26-1490

USPTO Service Desk and Contact Center Support Extension (Limited Source Justification)

This opportunity concerns the continuation of IT service desk and contact center support for the U.S. Patent and Trademark Office (USPTO). - USPTO requires ongoing Service Desk (SD), Advanced Problem Resolution (APR), and Contact Center (UCC) support services. - The incumbent contractor, Epsilon, Inc., is identified as uniquely qualified to provide these mission-critical services. - Services support both internal USPTO users and external customers, including multi-channel intake, ticket management, escalation, troubleshooting, and customer call handling. - The current contract expires in September 2026, with a planned six-month extension through April 2027 and an optional one-month extension if needed. - A follow-on contract is scheduled for award prior to expiration in late 2026 to ensure continuity of operations. - No specific product line items, part numbers, or purchase quantities are listed; the focus is on service continuity and transition planning. - The justification is for limited source procurement, citing the incumbent's unique qualifications and the need for uninterrupted support during transition.

Description

Service Desk, Advanced Problem Resolution, and USPTO Contact Center Support

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