Business Process Operations (BPO) Customer Contact Center Services

This Request for Information (RFI) is for planning purposes only and for the U.S. Department of Education (ED), Office of Federal Student Aid (FSA) to determine available technology, sources or providers, and those providers’ capability and interest to deliver Customer Contact Center Services to include Contact Center Operations and/or Back-Office Processing Support as described herein.

This RFI is issued in accordance with FAR 15.201(e). This RFI does not constitute a solicitation, and it is not an indication the Government will contract for any of the items and services discussed in this notice. However, the Government will use information furnished in response to this RFI to inform and support planning and development of any potential solicitation and contract.

Submission of a response to this RFI is entirely voluntary. The voluntary submission of answers to this RFI does not obligate FSA to pay or entitle the submitter of information to claim any direct or indirect costs, charges, or other compensation.

Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. Any information considered proprietary should be noted via appropriate markings. Classified information and concepts shall not be submitted in response to this RFI.

There is a 35-page limit for this RFI response. The Government will not review any information or attachments included exceeding the 35-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic or non-specific capability statements will not be reviewed.

Respondents must conform to this RFI’s stated submission guidelines and specifications; however, FSA welcomes responses limited in scope to topics/areas in which a vendor holds expertise or experience. Overall, responses should be comprehensive enough such that FSA can ascertain the vendor’s capability to deliver the services or capabilities described herein.