Automated Contact Center Solutions will soon be on GSA Schedule 70

GSA has been engaging with the IT industry since October 2017 to help define the terms and conditions of the new Automated Contact Center Solutions (ACCS) SINGSA recently announced that SIN 132 20 will be officially established October 1, 2018. In fact, adding SIN to GSA Schedule 70 will allow federal agencies access to a deeper pool of vendors. Additionally, it will provide a streamlined acquisition through the schedule and eliminate contract duplication.

For the past two years, GSA has  worked to identify and eliminate contract duplication. Therefore, consolidating diverse products or services within its Schedule Program. The creation of SIN 132 56 Health Information Technology Services a recent similar update.  Likewise, the new ACCS SIN will replace the existing USA Contact IDIQ and open the opportunity to additional industry providers of ACCS.

Furthermore, the current USA Contract IDIQ that SIN 132 20 will replace, has seven awarded vendors and an obligated value of $300M. As a result, this market will now be open to greater competition and a potentially much-larger pool of qualified IT vendors.

The solicitation 132-20 SIN description is below:

ACCS is defined as any combination of products, equipment, software and/or services required to establish and maintain automated contact center capabilities managed by the contractor for an agency. The intended scope of SIN 132 20 is to offer ACCS. These include a range of automated and attended managed solutions allowing agencies to respond to inquiries from the public. Naturally, permissible offerings under this SIN include any technologies or services required to deliver and support ACCS to agencies. These may include the following  automated services:

  • Artificial Intelligence (AI)
  • Chat Bots
  • Robotic Process Automation
  • Interactive Voice Response (IVR)
  • Voice/Speech Recognition
  • Text-to-Speech
  • Voicemail
  • Callback
  • Web Callback
  • Hosted Online Ordering
  • Email Delivery
  • Hosted Email Web Form
  • Hosted FAQ Service
  • more..

Because the development of SIN 132 20 will open ACCS business to a wider number of IT vendors, all ACCS providers can modify an existing GSA schedule 70. In addition, vendors not on GSA can develop a proposal response to the solicitation for a new Contract award.

Starting immediately, Coley will be providing assistance adding or obtaining the ACCS SIN.  Stay connected with Coley GCS for current news and information regarding this SIN and other GSA insights. Finally, if you would like help adding SIN 132-20 to your GSA Schedule 70, contact Coley at or directly by phone at 210-402-6766.

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