TSA Contact Center "Bridge" Extension

The Transportation Security Administration (TSA), Office of the Special Counselor's Office of the Executive Secretariat proposes a short-term sole-source "bridge" extension for contract HSTS03-04-C-OMB002 for the TSA Contact Center (TCC). The TCC, which is the incoming point for all non-media related contacts for TSA, is a complex operation made up of state-of-the-art contact center technology, including information technology software, hardware, and a customized database designed to capture and report data required by TSA. In addition to customer service representatives, there are specially-trained personnel to handle security-related calls and complex inquiries on behalf of TSA. The current process for the TCC was put in place after the Department of Homeland Security Office of Inspector General assessed TSA's actions to improve the handling of threat and non-threat communications following the Nathaniel Heatwole incident. This process relies upon contractor support to fully staff and monitor the TCC for continuous review of all incoming e-mails and telephone calls so any potential security violations, threat information, criminal activities, vulnerabilities, or intelligence can be identified and reported to TSA. Specific responsibilities of the TCC include, but are not limited to: •· Handling telephonic inquiries and complaints regarding TSA rules, regulations, and processes; •· Responding to citizens' emails, mail and facsimiles; •· Distributing claim and redress forms; •· Tracking and reporting information from incoming contacts, and information related to potential threats, vulnerabilities, and intelligence. Contract HSTS03-04-C-OMB002 is a fixed-price award-fee type contract with the expiration date of October 31, 2009. The purpose of the proposed "bridge" extension is to allow for continued TCC services currently being provided by Systems Integration, Inc. pending the solicitation and award of the follow-on contract. The proposed period of this "bridge" extension is expected to be up to 180 days, which will consist of a 120-day base extension period and two 30-day optional extension periods, to be exercised if necessary. The proposed base period of this "bridge" extension will commence on November 1,2009 and run through April 30, 2010 if both 30-day optional periods are utilized. The Statement of Work (SOW) for the TCC "bridge" extension period will remain unchanged from the SOW currently being performed.