GSA Short-Term Rental (STR) Call Center Support Services

Solicitation / RFP / RFQ

This document is a "Draft" Solicitation number 47QMCA26Q0041, issued as an open market Request for Information (RFI) - Sources Sought for Non-Personal Short Term Rental Program Call-Center Technical Support. The government is seeking interest from SBA 8a Certified Small Business Entities for commercial non-personal services. This acquisition is intended to be a competitive SBA 8a Certified Small Business Set-Aside Request for Quotation (RFQ).

• The RFI requests vendors to submit a capabilities document addressing:

  • Copy of Small Business Administration "8a” Certification.
  • Company overview of technical capabilities, experience, and company history.
  • Relevant past performance demonstrating work on similar scope projects.

• The government sets a maximum page count of ten (10) pages for all vendor responses.

• The government anticipates a Firm Fixed Price Level of Effort contract award.

• The contract will include a Base Year + 4 Optional Years.

• The anticipated level of effort for the Base Year and each Option Year is 32,000 hours, requiring 16 Full-Time Employees (FTEs), including 1 Customer Service Team Lead and 5 each of Customer Service Representatives I, II, and III.

• The RFI Response Due Date is Tuesday, April 7, 2026, at 3:00 PM (Eastern).

• Evaluation factors for the future RFQ will include:

  • Technical Compliance with technical specifications in the Performance Work Statement (PWS).
  • Management Approach and Transition Plan.
  • Staffing and Manpower.
  • Past performance.

• These factors, other than price, will be significantly more important than price.

• This acquisition is a total 8a set-aside for small business concerns under North American Industry Classification System (NAICS) 56110 – Office Administrative Services.

• To be eligible for award, quoters must be a Small Business Administration 8a certified Small Business and possess a valid and active SAM registration.

• This announcement constitutes only a Request for Information (RFI) and not a formal solicitation.

• Attachments include the Performance Work Statement (PWS) and a PWS Service Summary.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide administrative non-personal services support to the GSA Office of Fleet Management, including program assistance and instruction to GSA Fleet Management Federal customers.

This PWS outlines four main task categories:

• Task Category 1: Program Management Support: Includes independent work, timely response to requests, attending status meetings, evaluating supplemental charges, verifying rental invoices, and FPDS-NG reporting.

• Task Category 2: National Technical and Administrative Customer Support: Operating a national customer support center via telephone, email, and electronic platforms for Federal STR customers. This involves providing information on GSA Fleet and STR procedures, vehicle leasing/rental information, and customer support for STR fuel cards.

• Task Category 3: Data Management: Providing listings of available vehicles/equipment with ceiling pricing, assisting customers with Task Order factors, managing records in electronic storage systems, interfacing with government systems, and creating reports.

• Task Category 4: General Support to GSA, Office of Fleet Management: Maintaining and updating fleet management information systems, preparing reports and briefings, providing customer support and help desk functions, serving as a liaison, and supporting meeting logistics and training.

• Contractor personnel must maintain satisfactory standards of employee competency, conduct, appearance, and integrity.

• Performance will be evaluated using a Quality Assurance Surveillance Plan (QASP).

• A Quality Control Plan (QC Plan) is required, detailing methods for identifying and correcting deficiencies.

• The period of performance is a base year with four option years.

• The primary Place of Performance is 230 South Dearborn Street, Suite 3800, Chicago, IL 60604. Alternate places of performance may be approved.

• Personnel Qualifications: Specific qualifications are detailed for Customer Service Team Lead, Customer Service Representative I, II, and III, including education, experience, and technical skills.

• Security: Basic background investigation checks and a Fitness Determination for Long Term (Tier 1) Security Clearance are required. A non-disclosure statement is also required.

• Government Furnished Equipment (GFE): GSA will provide necessary hardware, software, and equipment.

• Hours of Work: Support during GSA's official business hours (6:30 A.M. to 6:00 P.M. Central Time), excluding Federal holidays. After-hours/emergency support may be required.

• Contract Deliverables: Includes Kick-off Meeting Minutes, daily reports, ad hoc reports, Contractor Quality Control Plan, Contractor Management Plan, Monthly Status Reports, and Monthly Invoices.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance requirements for Short Term Rental (STR) call center support services.

• Operate an STR call center responding to telephone inquiries and requests for information and services within established timelines.

• Respond to customer emails and other electronic inquiries on the same day if received before 4:00 PM CST.

• Input FPDS data, invoices, and damage claims into established government databases accurately and within established timeframes.

• Monitor open rental reports for expiring rentals and communicate with customers/vendors to ensure task order compliance.

• Provide contractor support coverage.

• Establish and maintain a complete Management Plan to ensure contract requirements are met.

• Provide monthly status reports.

• Handle electronic chat communication.

• Call Center Operations: 100% of operations provided by established dates and times, in accordance with STR processes and PWS requirements. Acceptable Quality Level (AQL) is 100% due to critical nature.

• Email Response: Same-day response for emails received by 4:00 PM CST. AQL is 100% due to critical nature.

• Data Input: 98% accuracy for required data input throughout the task.

• Contractor Support Coverage: 100% compliance with PWS requirements.

• Management Plan: 98% accuracy for performance meeting delivery dates or error-free documents.

• Monthly Status Reports: 100% accuracy.

• Electronic Chat: 100% of operations provided by established dates and times, in accordance with STR processes and PWS requirements.

Not explicitly stated in this excerpt, but implies ongoing operations.

• Accurate information must be given in a professional and courteous manner.
• Surveillance methods include weekly reviews of reports, random sampling of recorded conversations, email timeliness and accuracy checks, monthly database reports, random inspections, contractor routine review, and customer input/approval.