NHTSA Vehicle Safety Hotline
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 National Highway Traffic Safety Administration (NHTSA), under the Department of Transportation (DOT), has issued a Sources Sought Notice to identify qualified Small Business (SB), Small Disadvantaged Business (SDB), 8(a) Certified SDB, HUBZone SB, SDVOSB, or WOSB concerns. The purpose is to find firms capable of establishing, operating, and managing the NHTSA Vehicle Safety Hotline. This hotline serves as the agency's primary public contact for vehicle and highway safety information. Responses are due by March 17, 2026.
Scope of Work
NHTSA seeks a contractor to provide a turnkey call center operation, encompassing all necessary equipment, personnel, location, and workflow management. Key responsibilities include:
- Receiving and responding to consumer complaints and inquiries regarding potential safety defects in motor vehicles and equipment (e.g., child safety seats, tires, airbags).
- Handling inquiries via toll-free calls, email, and web chat, and providing information on safety recalls, crash test results, and general highway safety.
- Accurately documenting all contacts and complaints in the ARTEMIS system.
- Conducting research using NHTSA information, navigating the NHTSA website, and developing/maintaining a Knowledge Management Database (KMD) of FAQs.
- Providing IT support for call handling systems, telecommunications, and database management.
- Ensuring continuous operational service (24/7) with minimal downtime, adhering to strict performance standards for call answer times, abandonment rates, and data accuracy.
- Contractor employees must be U.S. citizens or lawfully admitted permanent residents, undergo background checks, and receive comprehensive training.
Contract & Timeline
- Type: Sources Sought / Market Research
- Target Audience: Small Business (SB), Small Disadvantaged Business (SDB), 8(a) Certified SDB, HUBZone SB, SDVOSB, or WOSB concerns.
- NAICS Code: 561422 – Telemarketing Bureaus and Other Contact Centers
- Response Due: March 17, 2026, by 2:00 AM EST.
- Published: March 5, 2026.
Submission Requirements
Interested firms should submit a Corporate Capability Statement (maximum 10 pages) demonstrating their ability and past experience. Submissions must include:
- General company information (name, address, POC, DUNS, CAGE, business size/classification, teaming arrangements).
- GSA FSS Number (if applicable) and identification of past contracts under NAICS 561422.
- Technical capability synopsis, evidence of experience (past 3 years, similar scope, with contract details and POCs), and data on personnel retention.
- Indication of intent to submit a proposal if an RFP is issued, and validation/recommendation for NAICS codes, contract type, and GSA vehicle.
Additional Notes
This is a Sources Sought notice for market research purposes only. NHTSA does not intend to award a contract based on responses, nor will it pay for preparation of information. A formal evaluation will not be conducted, but NHTSA may issue a Request for Proposals (RFP) later.