Introduction

The National Instant Criminal Background Check System (NICS) is a vital tool for ensuring that firearms are not transferred to prohibited persons in the United States. The NICS is operated by the Federal Bureau of Investigation (FBI) and processes millions of background checks every year for federal firearms licensees (FFLs) who sell or transfer firearms to prospective buyers. The NICS Call Center is a key component of the NICS, providing assistance and support to FFLs and state and local law enforcement agencies who use the system.

The FBI has recently issued a Request for Quotation (RFQ) for the NICS Call Center contract, which is expected to be worth $43 million over a five-year period. The RFQ solicitation number is RFQ1616064 and the deadline for submitting quotes is October 29, 2023. The contract will have a one-year base period and four one-year option periods. The contractor will be responsible for providing call center services, including staffing, training, quality assurance, reporting, and technical support.

This article will provide an overview of the NICS Call Center contract, its historical background, its requirements and scope, who should participate, and the challenges and opportunities for potential bidders. It will also offer some tips and insights from GDI Consulting, a leading provider of capture and proposal services for government contractors.

Historical Background

The NICS was established in 1998 as a result of the Brady Handgun Violence Prevention Act of 1993, which required a national namecheck system for FFLs to prevent firearm sales to prohibited persons. The NICS is not a gun registry, but a list of persons who are ineligible to possess firearms under federal or state law. The NICS checks various databases, such as the National Crime Information Center (NCIC), the Interstate Identification Index (III), and the NICS Index, to determine if a prospective buyer is prohibited or not.

The NICS Call Center was initially operated by the FBI itself, but in 2002, the FBI decided to outsource the call center operations to a private contractor. The first contract was awarded to Lockheed Martin in 2002 for $54 million over five years. The contract was renewed in 2007 for $120 million over five years. In 2012, the contract was awarded to Computer Sciences Corporation (CSC) for $77 million over five years. In 2017, the contract was awarded to General Dynamics Information Technology (GDIT) for $59 million over five years.

The current contract with GDIT is set to expire on November 30, 2023. The FBI has issued a new RFQ for the next contract cycle, which will start on December 1, 2023. The RFQ was posted on September 29, 2023, the official website for federal procurement opportunities.

RFP Description

The RFQ for the NICS Call Center contract is a performance-based acquisition that seeks to obtain the best value for the government. The RFQ states that the contractor will be evaluated based on three factors: technical capability, past performance, and price. The technical capability factor is further divided into three subfactors: staffing plan, training plan, and quality assurance plan. The past performance factor will consider the contractor’s relevant experience in providing similar call center services to federal or state agencies. The price factor will consider the contractor’s proposed labor rates and other direct costs.

The RFQ specifies that the contractor will be required to provide call center services from two locations: one primary location and one backup location. The primary location must be within 50 miles of Clarksburg, West Virginia, where the FBI’s Criminal Justice Information Services (CJIS) Division is located. The backup location must be at least 100 miles away from the primary location and outside of the same power grid. The contractor must ensure that both locations have adequate security measures and contingency plans in case of emergencies or disruptions.

The RFQ also specifies that the contractor will be required to provide call center services 17 hours per day, seven days per week, except on Christmas Day. The contractor must have sufficient staff to handle an average of 2.5 million calls per year, with an average call duration of four minutes. The contractor must also meet certain performance standards, such as answering 90% of calls within 30 seconds, transferring less than 5% of calls to other agents or supervisors, and achieving a customer satisfaction rating of at least 90%.

Who Should Participate

The RFQ for the NICS Call Center contract is open to all qualified contractors who have a valid FFL and can meet the technical, operational, and security requirements of the contract. However, given the nature and scope of the contract, it is likely that only large or mid-sized contractors with extensive experience in providing call center services to federal or state agencies will be able to compete effectively. The contract also requires a high level of familiarity with the NICS and its policies and procedures, as well as the ability to comply with the FBI’s strict standards and regulations.

Some of the potential competitors for the NICS Call Center contract include:

  • GDIT: The incumbent contractor, GDIT has been providing call center services for the NICS since 2017. GDIT has a strong track record of delivering high-quality and cost-effective solutions for the FBI and other federal agencies. GDIT also has a large and diverse workforce of over 35,000 employees, with expertise in various domains and technologies.
  • Leidos: A leading provider of IT and engineering services to the federal government, Leidos has experience in supporting the NICS and other CJIS programs. Leidos has also been involved in several large-scale call center contracts, such as the Centers for Medicare and Medicaid Services (CMS) Contact Center Operations contract and the Department of Veterans Affairs (VA) National Call Center contract.
  • Maximus: A global leader in business process outsourcing and customer service solutions, Maximus has extensive experience in providing call center services to federal, state, and local agencies. Maximus has also been supporting the NICS since 2002, as a subcontractor to Lockheed Martin, CSC, and GDIT. Maximus has over 30,000 employees worldwide, with expertise in various sectors and domains.
  • Conduent: A leading provider of business process services and digital platforms, Conduent has experience in providing call center services to federal, state, and local agencies. Conduent has also been supporting the NICS since 2002, as a subcontractor to Lockheed Martin, CSC, and GDIT. Conduent has over 65,000 employees worldwide, with expertise in various sectors and domains.

Challenges and Opportunities

The NICS Call Center contract poses several challenges and opportunities for potential bidders. Some of the main challenges include:

  • High volume and variability of calls: The NICS Call Center handles millions of calls per year, with significant fluctuations depending on the season, events, or legislation. The contractor must be able to handle the peak demand periods without compromising the quality or timeliness of service. The contractor must also be able to adapt to changing customer needs and expectations, as well as new laws or regulations that may affect the NICS.
  • Complex and sensitive data: The NICS Call Center deals with complex and sensitive data, such as criminal history records, personal information, and firearm transaction details. The contractor must be able to protect the confidentiality, integrity, and availability of the data, as well as comply with the FBI’s stringent security requirements. The contractor must also be able to resolve any data discrepancies or errors that may arise during the background check process.
  • High performance standards: The NICS Call Center is subject to high performance standards, such as call answer rate, call transfer rate, customer satisfaction rating, and quality assurance rating. The contractor must be able to meet or exceed these standards consistently and demonstrate continuous improvement. The contractor must also be able to monitor and report on its performance metrics regularly and transparently.

Some of the main opportunities include:

  • Long-term contract: The NICS Call Center contract is a long-term contract that offers stability and predictability for the contractor. The contract has a one-year base period and four one-year option periods, which gives the contractor ample time to establish a strong relationship with the FBI and deliver value-added services. The contract also has a potential value of $43 million over five years, which is a significant revenue opportunity for the contractor.
  • Strategic partnership: The NICS Call Center contract is a strategic partnership between the contractor and the FBI that enables both parties to achieve their mission objectives. The contractor can leverage its expertise and experience in providing call center services to support the FBI’s goal of ensuring public safety and preventing firearm violence. The contractor can also benefit from the FBI’s feedback and guidance on improving its processes and systems.
  • Social impact: The NICS Call Center contract is a social impact contract that contributes to enhancing the well-being of individuals and communities in the United States. By providing efficient and effective call center services for the NICS, the contractor can help prevent prohibited persons from obtaining firearms and reduce the risk of gun-related crimes or accidents. The contractor can also help promote responsible gun ownership and use among lawful buyers.

Conclusion

The NICS Call Center contract is a lucrative and challenging opportunity for government contractors who have the capability and capacity to provide call center services for the FBI’s background check system. The contract requires a high level of technical, operational, and security expertise, as well as a deep understanding of the NICS and its policies and procedures. The contract also offers a long-term partnership with the FBI that can generate significant revenue and social impact for the contractor.

If you are interested in pursuing this opportunity, you will need a strong capture strategy and a compelling proposal that can demonstrate your value proposition and competitive advantage. You will also need to comply with all the requirements and instructions of the RFQ and submit your quote by