TIERED SMALL BUSINESS SET-ASIDE FOR forty-five (45) Virtual Contact Center (VCC) Software Licenses

Disclaimer: This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice.  This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.

NOTICE: THIS PROCUREMENT WILL BE CONDUCTED USING A TIERED EVALUATION OF OFFERS. THE FOLLOWING PROCEDURES WILL BE UTILIZED:

THIS A SMALL BUSINESS SET-ASIDE THAT WILL CONVERT TO FULL AND OPEN COMPETITION IF NO ACCEPTABLE OFFERS ARE RECEIVED FROM RESPONSIBLE, SMALL BUSINESS CONCERNS. FOR OFFERS TO BE CONSIDERED ACCEPTABLE, THEY MUST MEET ALL TECHNICAL REQUIREMENTS CONTAINED IN THE SOLICITATION AND BE competitive in terms of market prices, quality, and delivery. If ONLY ONE ACCEPTABLE OFFER IS RECEIVED FROM A RESPONSIBLE, SMALL BUSINESS CONCERN, THE CONTRACTING OFFICER WILL CONSIDER AWARDING DIRECTLY TO THAT FIRM, PRIOR TO THE DISSOLUTION OF THE SMALL BUSINESS SET-ASIDE. NO AMENDMENT WILL BE ISSUED TO CONVERT THE SOLICITATION TO FULL AND OPEN COMPETITION. IF THE SMALL BUSINESS SET-ASIDE IS DISSOLVED, THE GOVERNMENT WILL AWARD TO THE LARGE BUSINESS WHOSE OFFER IS MOST ADVANTAGEOUS TO THE GOVERNMENT, BASED ON THE REQUIREMENTS AND EVALUATION CRITERIA SET FORTH IN THIS SOLICITATION. ALL INTERESTED PARTIES ARE ENCOURAGED TO RESPOND, REGARDLESS OF BUSINESS SIZE; HOWEVER, THEY MUST DO SO AT THEIR OWN RISK, TAKING INTO ACCOUNT THAT THIS IS A SMALL BUSINESS SET-ASIDE FIRST, AND FULL AND OPEN COMPETITION ONLY AFTER THE ABOVE CRITERIA IS NOT MET.

This acquisition is issued as a Request for Quote (RFQ).

The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2025–06, effective date 26 August 2025.

For purposes of this acquisition, the associated NAICS code is 513210. The small business size standard is $47,000,000.00.

Contract Line Item (CLIN) Structure: The following is a list of contract line item number(s) and items, quantities and units of measure, (including option(s), if applicable):

CLIN 0001 (Base Year) – Forty-five (45) Quantities of Virtual Contact Center (VCC) software licenses that will provide Tier 1 and Tier 2 Help desk support for the U.S. Army Research Laboratory (ARL) customer for a period of one (1) year. (Performance of Period (PoP)): 1/1/2026-12/31/2026).

CLIN 0002 (Option Year 1) – Forty-five (45) Quantities of Virtual Contact Center (VCC) software licenses that will provide Tier 1 and Tier 2 Help desk support for the U.S. Army Research Laboratory (ARL) customer for a period of one (1) year. (PoP: 1/1/2027-12/31/2027).

CLIN 0003 (Option Year 2) – Forty-five (45) Quantities of Virtual Contact Center (VCC) software licenses that will provide Tier 1 and Tier 2 Help desk support for the U.S. Army Research Laboratory (ARL) customer for a period of one (1) year. (PoP: 1/1/2028-12/31/2028).

Specifications/Requirement: See Salient Characteristics (attached)

Delivery: Delivery is required by 1 January 2026. Delivery shall be made to and be performed at U.S. Army Research Laboratory (ARL), 2800 Powder Mill Road, Adelphi, MD 20783. The FOB point is Destination. 

Clauses:

The provision at 52.212-1, Instructions to Offerors – Commercial, applies to this acquisition. The following addenda have been attached to this provision:

In addition to the requirements set for the in FAR 52.212-1, all offers responding to this solicitation must provide their business size in relation to the NAICS code contained in this solicitation and shall identify any socioeconomic categories to which they belong.

Evaluation Criteria - The specific evaluation criteria to be used are as follows: 

Lowest Price Technically Acceptable

The Government will award a contract resulting from this solicitation to the responsible offeror whose offer conforms to the solicitation and has the lowest evaluated price of all offers meeting or exceeding the acceptability standards for non-cost factors. 

Technical Acceptability:

The technical acceptability element of the evaluation will be a determination as to whether the proposed product meets the performance characteristics and specifications in the solicitation.  The Technical element of the evaluation shall be based solely on information furnished by the vendor.  The Government is not responsible for locating or securing any information, which is not identified in the proposal. To ensure sufficient information is available, vendors must furnish as part of their proposal all descriptive material (such as cuts, illustrations, drawings, or other information) necessary for the Government to determine whether the product meets the performance characteristics and specifications of the requirement.  If the offeror proposes to modify a product so as to conform to the requirement of this solicitation, the offeror shall include a clear description of such proposed modifications and clearly mark any descriptive materials to show modifications. 

Past Performance:

Past performance will not be evaluated.  The Contracting Officer determines that past performance need not be evaluated because supplies being purchased are of a low complexity that past performance information would not make a substantial difference.

Price:

Price will be evaluated based on the total proposed price, including options, (if any).

Offerors shall include a completed copy of the provision at FAR 52.212-3 (with its Alternate I), Offeror Representations with its offer. N/A

The clause at 52.212-4, Contract Terms and Conditions - Commercial Items, applies to this acquisition. The following addenda have been attached to this clause - None.

The clause at 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders - Commercial Items and the selected clauses listed in DFARS 212.301 Solicitation provisions and Contract Clauses for the Acquisition of Commercial Items, applies to this acquisition.  The following additional FAR/DFARS clauses cited in this clause are applicable:

FAR:

52.204-7 SYSTEM FOR AWARD MANAGEMENT

52.204-10 REPORTING EXECUTIVE COMPENSATION AND FIRST-TIER SUBCONTRACT AWARDS

52.204-13 SYSTEM FOR AWARD MANAGEMENT MAINTENANCE

52.204-16 COMMERCIAL AND GOVERNMENT ENTITY CODE REPORTING

52.204-17 OWNERSHIP OR CONTROL OF OFFEROR

52.204-18 COMMERCIAL AND GOVERNMENT ENTITY CODE MAINTENANCE

52.204-20 PREDECESSOR OF OFFEROR

52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR INFORMATION SYSTEMS

52.204-23 PROHIBITION ON CONTRACTING FOR HARDWARE, SOFTWARE, AND SERVICES DEVELOPED OR PROVIDED BY KASPERSKY LAB AND OTHER COVERED ENTITIES

52.209-6 PROTECTING THE GOVERNMENT’ INTEREST WHEN SUBCONTRACTING WITH CONTRACTORS DEBARRED, SUSPENDED, OR PROPOSED FOR DEBARMENT

52.209-10 PROHIBITION ON CONTRACTING WITH INVERTED DOMESTIC CORPORATIONS

52.217-5 EVALUATION OF OPTIONS

52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT

52.219-4 NOTICE OF PRICE EVALUATION PREFERENCE FOR HUBZONE SMALL BUSINESS CONCERNS

52.219-6 NOTICE OF TOTAL SMALL BUSINESS SET-ASIDE

52.219-8 UTILIZATION OF SMALL BUSINESS CONCERNS

52.219-28 POST-AWARD SMALL BUSINESS PROGRAM REREPRESENTATION

52.222-3 CONVICT LABOR

52.222-19 CHILD LABOR—COOPERATION WITH AUTHORITIES AND REMEDIES

52.222-35 EQUAL OPPORTUNITY FOR VETERANS

52.222-36 EQUAL OPPORTUNITY FOR WORKERS WITH DISABILITIES

52.222-37 EMPLOYMENT REPORTS ON VETERANS

52.222-50 COMBATING TRAFFICKING IN PERSONS

52.225-13 RESTRICTIONS ON CERTAIN FOREIGN PURCHASES

52.226-8 ENCOURAGING CONTRACTOR POLICIES TO BAN TEXT MESSAGING WHILE DRIVING

52.232-33 PAYMENT BY ELECTRONIC FUNDS TRANSFER—SYSTEM FOR AWARD MANAGEMENT

52.232-36 PAYMENT BY THIRD PARTY

52.232-39 UNENFORCEABILITY OF UNAUTHORIZED OBLIGATIONS

52.232-40 PROVIDING ACCELERATED PAYMENTS TO SMALL BUSINESS SUBCONTRACTORS

52.233-3 PROTEST AFTER AWARD

52.233-4 APPLICABLE LAW FOR BREACH OF CONTRACT CLAIM

52.239-1 PRIVACY OR SECURITY SAFEGUARDS            

52.247-34 F.O.B. DESTINATION

DFARS:

252.203-7000 REQUIREMENTS RELATING TO COMPENSATION OF FORMER DOD OFFICIALS

252.203-7002 REQUIREMENT TO INFORM EMPLOYEES OF WHISTLEBLOWER RIGHTS

252.203-7005 REPRESENTATION RELATING TO COMPENSATION OF FORMER DOD OFFICIALS

252.204-7003 CONTROL OF GOVERNMENT PERSONNEL WORK PRODUCT

252.204-7008 COMPLIANCE WITH SAFEGUARDING COVERED DEFENSE INFORMATION CONTROLS

252.204-7009 LIMITATIONS ON THE USE OR DISCLOSURE OF THIRD-PARTY CONTRACTOR REPORTED CYBER INCIDENT INFORMATION

252.204-7012 SAFEGUARDING COVERED DEFENSE INFORMATION AND CYBER INCIDENT REPORTING

252.204-7015 NOTICE OF AUTHORIZED DISCLOSURE OF INFORMATION FOR LITIGATION SUPPORT

252.204-7016 COVERED DEFENSE TELECOMMUNICATIONS EQUIPMENT OR SERVICES – REPRESENTATION

252.204-7017 PROHIBITION ON THE ACQUISITION OF COVERED DEFENSE TELECOMMUNICATIONS EQUIPMENT OR SERVICES – REPRESENTATION

252.204-7018 PROHIBITION ON THE ACQUISITION OF COVERED DEFENSE TELECOMMUNICATIONS EQUIPMENT OR SERVICES

252.204-7019 NOTICE OF NIST SP 800-171 DOD ASSESSMENT REQUIREMENTS

252.204-7020 NIST SP 800-171 DOD ASSESSMENT REQUIREMENTS

252.223-7008 PROHIBITION OF HEXAVALENT CHROMIUM

252.225-7001 BUY AMERICAN AND BALANCE OF PAYMENTS PROGRAM--BASIC

252.225-7012 PREFERENCE FOR CERTAIN DOMESTIC COMMODITIES

252.225-7055 REPRESENTATION REGARDING BUSINESS OPERATIONS WITH THE MADURO REGIME

252.225-7056 PROHIBITION REGARDING BUSINESS OPERATIONS WITH THE MADURO REGIME

252.232-7010 LEVIES ON CONTRACT PAYMENTS

252.239-7017 NOTICE OF SUPPLY CHAIN RISK

252.239-7018 SUPPLY CHAIN RISK

252.244-7000 SUBCONTRACTS FOR COMMERCIAL ITEMS

252.247-7023 TRANSPORTATION OF SUPPLIES BY SEA-BASIC

The following additional contract requirement(s) or terms and conditions apply (full text of all FAR/DFARS clauses that contain fill-in information, as well as Special Instructions and Information found in the attached Adelphi Special Instructions and Information document):

FAR/DFARS

52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT

52.204-25 PROHIBITION ON CONTRACTING FOR CERTAIN TELECOMMUNICATIONS AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT

52.204-26 COVERED TELECOMMUNICATIONS EQUIPMENT OR SERVICES--REPRESENTATION

52.204-27 PROHIBITION ON A BYTEDANCE COVERED APPLICATION

52.213-2 INVOICES

252.211-7003 ITEM IDENTIFICATION AND VALUATION

252.225-7007 PROHIBITION ON ACQUISITION OF CERTAIN ITEMS FROM COMMUNIST CHINESE MILITARY COMPANIES

252.232-7006 WIDE AREA WORKFLOW PAYMENT INSTRUCTIONS

52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE

52.252-2 CLAUSES INCORPORATED BY REFERENCE

Local Clauses:

ACC - APG POINT OF CONTACT

TECHNICAL POINT OF CONTACT

TYPE OF CONTRACT

GOVERNMENT INSPECTION AND ACCEPTANCE

EXERCISE OF OPTION

SUBSCRIPTION AND SOFTWARE PLATFORM RENEWALS

TAX EXEMPTION CERTIFICATE (ARL)

PAYMENT INSTRUCTIONS

DFARS COMMERCIAL CLAUSES

AWARD OF CONTRACT

ADELPHI CONTR. DIVISION URL

FOREIGN NATIONALS PERFORMING

PAYMENT TERMS

AVAILABILITY OF FUNDS

This acquisition is rated under the Defense Priorities and Allocations System (DPAS) as N/A

The following notes apply to this announcement: N/A

Place of Performance:

U.S. Army Research Laboratory

2800 Powder Mill Road, 

Adelphi, MD 20783

Set Aside: TIERED SMALL BUSINESS SET-ASIDE

Offers are due No Later Than (NLT) three (3) Days After Posting by 11:59AM EST, at myoung.j.kang-Jones.civ@army.mil.

For information regarding this solicitation, please contact MJ Kang-Jones, myoung.j.kang-Jones.civ@army.mil.