Lexington Call Center System
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The FEDERAL PRISON INDUSTRIES, INC (UNICOR), under the Department of Justice, has issued a Justification for Other Than Full and Open Competition for an extension of the Lexington Call Center System in Lexington, KY. This extension is critical to maintain operations while UNICOR transitions to a new cloud-based system via GSA EIS. The estimated cost for this extension is $194,911.20.
Scope of Work
The required telephony solution must provide quality voice calls for approximately 200 user devices within a corrections environment. Key capabilities include routing to defined business groups, supervisor monitoring of agent calls and status, basic agent phone controls (answer, hang up, hold, transfer, conference, restricted outside access), and controlled outbound customer calls via speed dial lists. The system requires real-time viewing, historical, and statistical reporting, along with supervisory monitoring, recording, and playback of inbound and outbound calls. Voicemail is required for supervisory staff only. The solution must integrate with call recording software (e.g., Audiolog) and company databases (e.g., SAP S4/HANA via API for Sales Order entry).
Contract & Timeline
- Type: Justification for Other Than Full and Open Competition
- Set-Aside: None specified
- Published: April 21, 2026
- Estimated Cost (Extension): $194,911.20
Unique Qualifications / Necessity
The current system operates on Avaya-Aura 8.x, AAM 7.x, VmWare 6.7.0, Microsoft 2016 server, and APC UPS Systems, which are nearing end-of-life. This extension is necessary to avoid service disruption for UNICOR's Customer Service Center, Central Accounts Receivable, and Central Accounts Payable operations during the transition to a new cloud-based system. The statutory authority cited for this non-competitive action is FAR 12.102(a) (DEVIATION) and 41 U.S.C 1901.
Competition and Market Survey
UNICOR is actively posting a solicitation for a new call center system through GSA EIS. Limitations concerning approved countries for procurement restrict potential sources. Tyten Technologies Inc. has expressed interest in the acquisition. Pricing for this extension has been determined to be fair and reasonable.
Contact Information
- Primary: Michael Gibson, Contracting Officer (michael.gibson@usdoj.gov)
- Secondary: Aaron Mitchell (Aaron.Mitchell2@usdoj.gov, 618-664-6360)