USA Contact Pricing
The prices captured in the pricing table are for each of the USA CONTACT contract holders. The prices quoted include wages, overhead, general and administrative expenses, and profit for work performed in the continental United States. The pricing tables do not include the ¾ percent (i.e., .0075) contract access fee (CAF). The CAF is to be identified as a separate line item on all industry partner price quotes.
Ordering Contracting Officers (OCO) can use the pricing tables to prepare the Independent Government Cost Estimate (IGCE) or the Cost Calculator (referenced below).
Contract Pricing and Competition
All contract holders must be provided a fair opportunity to be considered for all orders in accordance with Federal Acquisition Regulation (FAR) 16.505 unless an exception applies. Exceptions include an urgent need, a follow-on, and a minimum guarantee with an industry partner (the full list of exceptions is in FAR 16.505(b)(2)(i)). You must document exceptions.
With adequate price competition, generally you do not need any more information to determine whether the price is reasonable. You can find guidelines on adequate price competition in FAR 15.403-1(c)(1).
Whether your agency is thinking about a new call center or wants to expand an existing program, the cost calculator provides supporting business information and cost analysis to help you plan your next steps.
The GSA Office of Products and Programs, formerly known as the Office of Citizen Services and Innovative Technologies, developed the software, working with 10 federal agency partners and the MITRE Corp. of McLean, Virginia -- a nonprofit, federally funded research and development center.
The cost calculator:
- Allows you to estimate the expenditures required to establish and operate contact centers that meet citizen expectations for timely, accurate, and consistent responses.
- Is designed to save you time and money outlining and estimating all support costs involved in running a call or contact center.
- Allows the user to create "what if" scenarios to compare options and costs for adding services or contracting out operations using our USA Contact contract.
The calculator doesn't require major knowledge of contact center technologies. The model uses the choices and data you provide to calculate the overall contact center costs such as work force, hardware, software, telecommunications, facility costs, and the initial and recurring costs.
Copies of our latest calculator (Version 2.5) are available for free to all government agencies. To obtain a copy, contact Barbara Walton at (202) 208-0568 or via email USAContact@gsa.gov.