Category: IT Services

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Acknowledging our Veterans, their contributions to the IT Category

In celebration of Veterans Day, I want to thank our Veterans for their service and dedication. I’m grateful for the sacrifices they have made for us. Our Veterans exemplify the qualities that enable our country to overcome the greatest obstacles.

GSA partnering with Veterans

GSA is dedicated to supporting Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) in the federal IT market. ITC currently has hundreds of highly skilled SDVOSBs between our Multiple Award Schedule – IT (MAS-IT) and the Veterans Technology Services 2 (VETS 2) and 8(a) STARS III IT services Governmentwide Acquisition Contracts (GWAC).

While SDVOSBs have many opportunities to participate in the IT marketplace, VETS 2 is currently the government’s only GWAC set aside exclusively for SDVOSBs.

I’m happy to say that the VETS 2 option was exercised earlier this year in February 2023. In total, 45 industry partners received their option. This will provide federal agencies with continued use of this best-in-class solution for their long-term IT service project needs, with the performance of task orders extending out through 2033. As of August 2023, VETS 2 has had more than 200 task order awards with over $1.4 billion in Obligated Sales and a Total Estimated Sales of over $3B.

The VETS 2 team has been hard at work training government agencies on the use of VETS 2, with more than 3,000 customers trained so far. If you’re interested, visit www.gsa.gov/events for a list of upcoming training opportunities.

SDVOSBs bringing real mission impact

Last year at this time, I shared several examples of the great work of our Veteran partners and I’m happy to bring fresh ones this year:

  • One of the DoD agencies recently awarded a $404 million order through VETS 2 to provide Enterprise IT Support Service for their Combat Capabilities Development Command Aviation and Missile Center (AvMC). Through these IT support services, the SDVOSB will fill the agency’s need to provide the personnel, services, and supplies necessary to enable the full lifecycle of IT support requirements across AvMC.
  • Another DoD agency also awarded a $24M task order award for extensive cybersecurity services. Our VETS 2 industry partners provided the defense agency with a service that is essential to protecting our nation’s security. Cybersecurity has become a fundamental IT service needed to keep our country safe and secure and VETS 2 can deliver these mission-critical national security services.

Veterans, looking to the future

Our commitment doesn’t stop with our existing contracts. Our next small business GWAC, Polaris, will have an SDVOSB pool as well. Polaris is being designed to assist agencies in acquiring customized IT services and IT services-based solutions while expanding opportunities for SDVOSB firms. Stay tuned to our Small Business Community of Practice Interact page for updates.

I’m grateful for the meaningful partnership we have with our SDVOSBs and for their continued hard work and dedication to helping agencies achieve their missions every day. I’m really excited for what the future holds.

Visit our website to learn more about VETS 2, MAS-IT, and Polaris or use our IT Solutions Navigator to find the vehicle that’s right for you.

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Find cybersecurity solutions in IT Services GWACs

In a post earlier this month, I talked about the Cybersecurity Battle Ground with various Administration strategies, executive orders, and some of the resources that we’ve developed to help you navigate this guidance. If you haven’t read that post yet, I suggest you check it out.

Today, I thought I’d talk about some of the acquisition contracts that we’ve developed to help you get on-the-ground support with your cybersecurity efforts.

MAS and beyond

When you think cybersecurity, and you think GSA, the Multiple Award Schedule (MAS) for Information Technology (IT) probably comes to mind. We have a lot of great cybersecurity solutions there, including the Highly Adaptive Cybersecurity Solutions (HACS) Special Item Number (SIN), a variety of Continuous Diagnostics and Mitigation (CDM) tools, and Zero Trust Architecture (ZTA) solutions.

True, MAS-IT is a great place to cover your cybersecurity needs, but it’s not the only place. Depending on your overall acquisition goals, GSA’s Governmentwide Acquisition Contracts (GWACs) are a great path as well. These IT Services-first contracts are considered by the Office of Management and Budget to be Best-in-Class and have a host of capabilities to meet cybersecurity needs; from ZTA to IPv6, to insider threat detection and mitigation services.

I thought it would be interesting to analyze the data in our GWAC Dashboard to see what I could find by simply pulling the data by contract and searching for ‘Cyber’*. This is definitely not a comprehensive review of our cybersecurity offerings on the GWACs, but this gives a great sense of the work that’s happening.

* This can be done by going to the “DATA Feed” tab, clicking on the “Choose a format to download” icon at the bottom right, and selecting “Crosstab.” This will result in an Excel file with more information than can be easily displayed in the web dashboard.

8(a) STARS III

Federal agencies have leveraged the 8(a) STARS III GWAC, for example, to protect against cyber threats. 8(a) STARS III industry partners have supported America’s government by creating cyber risk assessments, performing enterprise penetration testing, and establishing security assessment reports. 8(a) STARS III has 23 task orders with an estimated value of more than $141.8 million for cyber-related activities. The Department of Treasury and the Department of Homeland Security are among the biggest users of 8(a) STARS III for cybersecurity services.

VETS 2

The VETS 2 GWAC is another great example. This Service-Disabled Veteran-Owned Small Business GWAC currently has more than $118 million in estimated value from 10 task orders ranging from IT Security Risk Management Framework (RMF) and Assessment and Authorization (A&A) Services to cybersecurity architecture and engineering services. Some of VETS 2’s biggest cybersecurity customers are the Department of Treasury, the Department of Homeland Security, and the Army.

Alliant 2

Alliant 2 data shows a similar story. There, we find 25 task orders for a total estimated value of $2.2 billion. These task orders relate to Federal Public Key Infrastructure (FPKI) support services to cybersecurity – supply chain risk management (C-SCRM) support services and beyond.

Again, these are just task orders with the term ‘cyber’ in the description field. Even more come through when we add the term ‘IT security’.

The right cybersecurity solutions

As we continue to observe Cybersecurity Awareness Month, I wanted to bring attention to the ‘where’ of conveniently getting the cybersecurity solutions agencies need to protect their systems as agencies move to create a safer and more secure digital future.

Visit our website to learn more about cybersecurity or use our IT Solutions Navigator to find the vehicle that’s right for you.

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The Cybersecurity Battleground

Reflecting on the past, envisioning the future

This month marks the 20th anniversary of Cybersecurity Awareness Month, as well as the beginning of a new government fiscal year. I’d like to take this milestone opportunity to delve into some recent notable cybersecurity events, the broader implications for government agencies, and my vision as GSA continues to play a pivotal role in positioning agencies to create a safer and more secure digital future.

The 2023 Verizon Data Breach Investigations Report shows external actors were responsible for 83% of breaches. Continued cyber breaches, such as Volt Typhoon and the MOVEit application exploit not only cause disruption and pose a serious threat to our national security, but lay the groundwork for more sophisticated cyber attacks. Hackers will leverage any flaw in the cyber environment to gain access to sensitive information. Our adversaries are not resting, and neither can we.

In March 2023, the White House released an updated National Cybersecurity Strategy with ongoing initiatives aimed at enhancing the nation’s cybersecurity capabilities and comprehensive approach. It aligns numerous strategic objectives under five pillars:

  1. Defend Critical Infrastructure
  2. Disrupt and Dismantle Threat Actors
  3. Shape Market Forces to Drive Security and Resilience
  4. Invest in a Resilient Future
  5. Forge International Partnerships to Pursue Shared Goals

The White House later published its National Cybersecurity Strategy Implementation Plan which includes specific guidance for agencies as they implement the strategy’s requirements and key objectives.

The Department of Defense completed its Cyber Strategy in May 2023. The strategy underscores the ongoing advancement of Zero Trust Architecture (ZTA) and the technological solutions and services to fortify critical infrastructure, ensuring vital systems and assets are safeguarded. In August 2023, the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) released a Cybersecurity Strategic Plan that aligns with the National Cybersecurity Strategy and lays out how agencies can fulfill their cybersecurity mission over the next three years. As plans are implemented, GSA is prepared to incorporate updated frameworks and standards into our solutions to meet agencies’ needs and requirements.

As we move forward into the new fiscal year, the Office of Management and Budget (OMB) continues to emphasize cybersecurity priorities for civilian agencies to consider when developing FY24 and FY25 budget requests. These include continued implementation of ZTA, investment in Cybersecurity Supply Chain Risk Management (C-SCRM) practices, and most recently Post-Quantum Cryptography (PQC). Details can be found in the OMB Memorandum M-22-16, M-23-18, and the Quantum-Readiness: Migration to Post-Quantum Cryptography fact sheet. Additionally, OMB outlined Research and Development Priorities for the FY25 budget which include addressing cybersecurity risks through resilient architectures. As the cybersecurity landscape is in a constant state of evolution, adapting to new guidance is imperative to Improving the Nation’s Cybersecurity.

How GSA supports agencies

GSA recognizes that every agency has unique needs, but the overarching goals remain. That is why GSA works diligently to support the modernization of security to enhance cyber resilience, protect important information, and maintain systems access and function.

To help agencies meet their goals, GSA developed a suite of resources on cybersecurity topics, such as ZTA and C-SCRM. Buyer’s guides and informational videos are available to help identify which solutions best fit agency IT security needs. In addition, our acquisition templates make procuring the products and services that modernize security and strengthen cyber resilience easy and efficient. Find the guides and more at www.gsa.gov/itsecurity.

Our commitment

At GSA we understand collaboration with other agencies, and our industry partners, is crucial for addressing the evolving and global nature of cybersecurity threats. We are committed to continue our efforts to provide comprehensive and impactful government-centric cybersecurity solutions that address the need for modernization today and protect assets from the cyber threats of tomorrow.

Stay up to date

We are available to agencies throughout the entire acquisition lifecycle. The GSA IT Category team offers subject matter expertise and is available to answer questions related to purchasing a full range of IT products and services. Please contact the IT Customer Service Center at 855-ITaid4U/855-482-4348 or itcsc@gsa.gov.

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Working on a critical acquisition? Start with GSA’s Market Research as a Service

Before making a mission-critical acquisition, agencies can save time and resources in finding compliant suppliers, capabilities, competition levels and more to understand the market landscape. GSA’s Market Research as a Service (MRAS) conveniently delivers meaningful market data at no cost to federal, state, and local agencies.

How does MRAS work with agencies?

Through FAR Part 10-compliant Requests for Information (RFIs), sources sought, industry days, and advanced product research, MRAS collects data to help customers understand where their need fits within the GSA governmentwide marketplace.

MRAS experts partner with federal, state, and local agencies to create customized RFIs and help agencies shape their overall acquisition strategy with a thorough, tailored market research report. These services are available at no cost and can be completed typically in two weeks or less.

Record of success with MRAS

In three years, MRAS has conducted over 3,000 RFIs for customers, including more than 25% specifically for IT Category Special Item Numbers (SIN) on the GSA Multiple Award Schedule (MAS).

Top customers served:

  • U.S. Air Force
  • U.S. Army
  • U.S. Navy

Better techniques, better results, Best in Class

The MRAS team uses extensive technology tools and the latest research techniques to generate the best information for customers, and generates a list of vetted, Best in Class GSA industry partners who can fulfill a customer’s unique requirements. The team also works closely with GSA’s talented Customer Service Directors (CSD) to research and review the category, SIN, or contract that best meets the customer’s requirements while following applicable compliance guidelines and maximizing resources.

Customers can review the results of their MRAS request with a member of GSA’s CSD team to answer questions and consider next steps.

Recently, the MRAS team produced a market research report for a multimillion-dollar Department of Defense (DOD) project at Nellis Air Force Base, Nev. and Fort Irwin, Calif. In less than two weeks, the team identified more than 40 potential sources. DOD ultimately found a winning match on the MAS IT professional services SIN.

GSA’s MRAS – Your free resource to start your agency’s successful acquisition journey

GSA’s MRAS offers customers invaluable help through a key component of the acquisition process. MRAS helps agencies make informed acquisition decisions precisely and efficiently. Contact MRAS to learn more and get started today.

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Celebrating two years of 8(a) STARS III

8(a) STARS III officially launched two years ago this month, and it’s worth celebrating this important anniversary milestone. This governmentwide contract has really hit the ground running, and I couldn’t be more proud of its success in helping agencies achieve their missions. I’d like to share why we are so happy with this program.

Supporting the mission of government

8(a) STARS III is a competitively awarded, multiple-award, indefinite-delivery/indefinite-quantity governmentwide acquisition contract (GWAC) set aside for participants in the Small Business Administration’s 8(a) program. 8(a) STARS III is GSA’s fourth-generation 8(a) GWAC and continues the legacy of creating opportunities for small disadvantaged businesses while helping federal agencies meet their socioeconomic goals and mission-critical IT requirements. 

STARS III delivers opportunities to more than a thousand 8(a) businesses and drives progress on important public policy objectives, including the President’s Executive Order on Advancing Racial Equity and Support for Underserved Communities Through the Federal Government as we work to improve diversity, equity, inclusion, and accessibility.

Phased award approach

We awarded cohort one of 8(a) STARS III in June 2021 to 448 industry partners. Then awards for cohort two were announced in February 2022 to nearly 600 additional awardees. The third and final cohort award happened in June 2022 for an additional 65 awardees – just one year ago.

Traditionally, we made awards in one batch, but with 8(a) STARS III, we reinvented the award process. Using an innovative cohort approach, we gave 8(a) firms additional opportunities by allowing initially unsuccessful offerors a second and third chance. 145 of these cohort two and three industry partners have received task order awards proving that they can be successful if given an opportunity.

Major success

In just two years, 8(a) STARS III secured $1 billion in obligations through 600 task order awards to 309 small disadvantaged businesses. Notability, 177 of them have never had a task order award through GSA before. That’s incredible and really shows how 8(a) STARS III is building opportunities for the community. 

Agencies adopting 8(a) STARS III

37 federal agencies have already put their faith in the contract with an award, and more than 2,656 acquisition professionals from 54 agencies have signed up and received their delegation of procurement authority training. 

Those agencies are leveraging the contract for a variety of IT Services to meet their mission, including help desk support, database administration, emerging technologies, custom software and applications development, systems integration, and cybersecurity solutions to secure the enterprise.

Hand-in-hand with industry

This doesn’t happen all by itself. We’ve worked hard to build meaningful relationships with these small businesses through one-on-one engagement, monthly snapshot newsletters for awardees, video tutorials, and even through our new GSA Does That podcast. We’ve also created an 8(a) STARS III Resource Center where our industry partners can find just about everything that they need to be successful.

Empowering small businesses

Again, I couldn’t be more proud of 8(a) STARS III as we empower disadvantaged small businesses to deliver mission-critical IT services to the government. Visit our website to learn more about www.gsa.gov/stars3.

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Alliant 2 GWAC: Empowering businesses, large and small

We recently announced that we exercised the option on the Alliant 2 Governmentwide Acquisition Contract. This is important because it will allow Alliant 2 to continue delivering cutting-edge technology solutions for federal agencies. What’s equally important is how Alliant 2 has demonstrated its unwavering commitment to small businesses. I’d like to take a moment to highlight the outstanding performance of Alliant 2 in exceeding small business subcontracting goals, fostering diversity, and propelling economic growth.

Committed to small business

Alliant 2 has set new benchmarks by surpassing our small business subcontracting goals. The contract achieved an impressive overall small business subcontracting goals rate of 55.5 percent in option year five. This noteworthy accomplishment not only exceeds the target goal of 50 percent, but also showcases the program’s dedication to supporting small businesses.

The commitment to small business subcontracting through Alliant 2 has resulted in a substantial economic impact. Cumulatively to date, the contract has facilitated an impressive $2.67 billion for overall small business subcontracting. This remarkable figure highlights the significant role played by small businesses in delivering innovative IT solutions to federal agencies.

Further, Alliant 2 has promoted diversity, equity, and inclusion within the federal marketplace. It exceeded the goals in Small Disadvantaged Business (SDB) and Women-Owned Small Business (WOSB) categories, achieving rates of 25 percent and 26 percent, respectively. Additionally, Alliant 2 has made notable progress in the HUBZone, Veteran-Owned Small Business (VOSB), and Service-Disabled Veteran-Owned Small Business (SDVOSB) categories. HUBZone achieved 10 percent, VOSB achieved an impressive 20 percent, and SDVOSB reached 13 percent – each individually exceeding their respective 3 percent goal.

Empowering small businesses

The success of Alliant 2 in meeting and exceeding subcontracting goals demonstrates its commitment to empowering small businesses. By providing subcontracting opportunities, the program enables small businesses to contribute their expertise, gain valuable experience, and thrive within the federal marketplace. Through Alliant 2, small businesses have the chance to showcase their capabilities and play a vital role in delivering innovative IT solutions to federal agencies.

Alliant 2’s support of small businesses demonstrates our dedication to fostering economic growth and promoting diversity within the federal marketplace. By empowering small businesses, the program paves the way for innovation, collaboration, and increased efficiency.

For more information, visit gsa.gov/alliant2.

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Drive success in the modern workplace with GSA’s Training Courses SIN

In today’s fast-paced world, continuous learning and development are essential for individuals and organizations to stay competitive. With this in mind, we developed the comprehensive Training Courses Special Item Number (SIN) on the GSA Multiple Award Schedule, which provides government agencies with access to a broad range of training courses to enhance the knowledge, skills, and abilities of their employees.

This blog post is part of a series where we’re discussing each of GSA’s key IT Services SINs on the GSA Multiple Award Schedule. Each blog will discuss the benefits for agencies in using the solution, take a look at who is using it, and share an example of how an agency successfully used the SIN to achieve its mission.

Benefits of using the Training Courses SIN:

  1. Improved employee performance: Provides access to courses designed to improve employee performance, enhance skills, and build knowledge in a variety of IT areas.
  2. Staying ahead of the curve: Provides agencies with training on hardware, software, cloud, and other IT systems.
  3. Flexible learning: Offers flexible learning options, including in-person, online, and blended learning formats. 
  4. Cost-effective: Helps agencies save time and money by providing access to pre-negotiated pricing with qualified vendors. 
  5. Compliance: Offers compliance-related courses that help agencies meet regulatory requirements, such as cybersecurity training, ethics, and anti-harassment training.

Top agencies

Agencies invested more than $46 million through the Training SIN last year. Here are some of our biggest users:

  • Social Security Administration
  • General Services Administration
  • Department of the Navy
  • Department of the Air Force
  • Department of the Army
  • Department of Veterans Affairs
  • Department of Agriculture
  • Department of Defense

Use Case: How the IT Training SIN helped agencies quickly and easily install learning options during the COVID-19 pandemic

An agency needed to quickly install distance learning options for their employees during the COVID-19 pandemic. Using the IT Training SIN, they were able to contract with multiple vendors to provide virtual training, both customized training as well as commercial off-the-shelf solutions for employees.

The solution also facilitated the award of completion certificates for employees, and the agency was able to easily track which courses were most popular to then increase the availability of training in those subjects.

In another example, during the COVID-19 outbreak, a military base had to quickly deploy virtual courses for officers and enlisted personnel. They used the IT Training SIN for detailed leadership training by leveraging commercial off-the-shelf courses in leadership and program management.

This meant that even during an almost two-year pandemic, more than 75 critical employees received training through one thousand hours of CLP-accredited courses. It also allowed the base to track certificates of completion in real-time.

Additionally, they used small businesses for training. As a result, over 300 employees were trained virtually.

Driving government workforce success

Agencies are modernizing their operations to better accomplish their missions. These changes impact the IT implemented at agencies, and employees need training on how to effectively use those IT products. The Training Courses SIN provides access to IT training courses to support any IT training need by allowing centralized access to pre-approved training courses, thereby saving federal, state, local, and tribal agencies time and resources.

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Improve patient outcomes with GSA’s Health IT Services Special Item Number

As technology continues to advance, the healthcare industry is rapidly evolving to keep pace with the growing demands of patients and providers. In response to this trend, we developed the Health IT Services Special Item Number (SIN) on the GSA Multiple Award Schedule (MAS), an innovative solution that provides agencies at all levels with access to a wide range of health IT services.

Health IT is the use of computer hardware, software, or infrastructure to record, store, protect, and retrieve clinical, administrative, or financial information. It’s a critical factor in improving the quality of healthcare, preventing medical errors, protecting data, increasing administrative efficiencies, and decreasing the need for paperwork.

This blog post is part of a series where we’re discussing each of GSA’s key IT Services SINs on the GSA Multiple Award Schedule. Each blog will discuss the benefits for agencies in using the solution, take a look at who is using it, and share an example of how an agency successfully used the SIN to achieve its mission.

Benefits of the Health IT Services SIN:

  • Improved patient outcomes: Provides agencies with access to cutting-edge health IT solutions that can improve patient outcomes by streamlining healthcare delivery and facilitating more efficient communication between healthcare providers.
  • Faster procurements: Does the heavy lifting upfront to offer agencies a streamlined procurement process to find solutions to manage their health IT needs quickly and efficiently. Buying through MAS simplifies the procurement process by providing access to pre-vetted, qualified contractors who can fulfill the agency’s requirements.
  • Improved security: Provides access to health IT solutions that are compliant with federal regulations and industry standards, ensuring that patient data is secure and protected.
  • Wide range of solutions: Open access to a broad range of health IT services, including electronic health records, health information exchanges, and telehealth solutions. These solutions can help agencies to improve healthcare delivery and patient outcomes.
  • Cost savings: Helps agencies save money by eliminating the need for extensive market research and evaluation of potential contractors. Additionally, the solution’s pre-negotiated pricing ensures that agencies receive the best value for their purchases.

Top agencies

Agencies invested more than $750 million through the Health IT Services SIN last year. Here are some of our biggest users:

  • Department of Health and Human Services
  • Department of Veterans Affairs
  • Department of Agriculture
  • Department of the Interior
  • Department of the Air Force

Use Case: Health IT Services SIN modernizes Southeast hospitals

An agency was looking to modernize some of its hospitals in the Southeastern part of the United States as a “test case” for possible expansion across the whole country. Through the Health IT Services SIN, they instituted major changes at 10 pilot hospitals in their system.

They used the SIN to deliver connected health services between hospitals, share electronic health records and information, and also to provide new health informatics and emerging health IT research resources between doctors and nurses.

This allowed the patients in these 10 hospitals — more than 5,000 patients total — to receive the highest quality and well-informed care because their healthcare providers had access to the latest healthcare information in the most secure, efficient and effective way possible. It also enabled the agency to test out new emerging health IT research and systems for further analysis for possible development in the future.

The final outcome of the pilot was better and more efficient care for patients and more efficient healthcare systems for doctors and nurses providing state-of-the-art care.

Transforming government healthcare delivery

The Health IT Services SIN is an innovative solution that can help federal, state, local, and tribal agencies improve healthcare delivery and patient outcomes. As demonstrated by the top ten agencies using this technology, Health IT Services SIN is a proven solution that can be implemented successfully in a wide range of government healthcare settings.

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Unlocking the power of E-Commerce for government agencies

​IT modernization is mission-critical for many federal agencies and quick, easy access to the latest technologies is key to their success. However, finding the right IT services to supply those solutions isn’t always easy. That’s why we developed the Electronic Commerce and Subscription services (E-Commerce) Special Item Number (SIN) on the GSA Multiple Award Schedule (MAS). This solution enables agencies to access a wide range of e-commerce solutions: from networking to email, internet, data, and more, the SIN provides a broad range of leading-edge technologies and resources.

This blog post is part of a series where we’re discussing each of GSA’s key IT Services SINs on the Multiple Award Schedule. Each blog will discuss the benefits for agencies in using the solution, take a look at who is using it, and share an example of how an agency successfully used the SIN to achieve its mission.

Benefits of the E-Commerce SIN:

  1. Cutting-edge solutions: Provides access to a range of e-commerce solutions, including online marketplaces, e-procurement tools, and supply chain management systems. These solutions can help agencies stay ahead of the curve and adapt to new technological advancements.
  2. Faster procurements: Offers a streamlined procurement process that allows government agencies to manage their needs quickly and efficiently. This solution simplifies the procurement process by doing much of the heavy lifting through the master contract and providing access to pre-vetted, qualified contractors who can fulfill the agency’s requirements.
  3. Cost savings: Helps agencies save money by eliminating the need for extensive research and evaluation of potential contractors. Additionally, the solution’s pre-negotiated pricing ensures that agencies receive the best value for their purchases.

Top agencies

Agencies invested more than $430 million through the E-Commerce SIN last year. Here are some of our biggest users:

  • Department of Health and Human Services
  • Department of the Navy
  • Department of Defense
  • Department of Homeland Security
  • Department of the Air Force
  • General Services Administration
  • Department of Agriculture
  • Department of Treasury
  • National Aeronautics and Space Administration
  • United States Tax Court

Use Case: E-Commerce SIN helps military base provide email and internet access to deployed soldiers

A military base in Kansas had an immediate need to add email services and internet access to over 3,500 soldiers that were temporarily deployed to train soldiers for overseas activities.

The base was quickly able to use the e-commerce SIN to locate several local small businesses, as well as women-owned small businesses, to add additional email services and internet access services for these soldiers that were placed in forward warehouses during the 120-day exercise.

The contracting staff on base also used this same SIN to provide private phone lines for the mobile headquarters staff, as well as mobile smartphones and hosted PBX services for secured communication between the headquarters staff and forward operating units during the joint exercises. This enabled the home-based and visiting unit soldiers to use real-world scenarios in their training.

Using the MAS e-commerce SIN allowed the agency to quickly implement new electronic commerce services while also allowing them to deliver on a mission-critical need while getting their agency closer to meeting their women-owned and small business goals.

Acquire leading-edge technology and services for your modernization efforts

GSA’s e-commerce SIN provides eligible users with easy access to technologies and services that can support their modernization efforts. As demonstrated by the top ten agencies using this technology, it’s a proven solution that can be implemented successfully in a wide range of government settings.

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Revolutionize citizen communication with Automated Contact Center Solutions

The demand on government agencies is fast-paced, complex, and constantly evolving. It’s no surprise that citizens often face difficulties in connecting with agencies when looking for help, which can cause frustration, impede their ability to get the assistance they need, and ultimately they have a bad experience.

With this in mind, we established an innovative solution to this problem — the Automated Contact Center Solutions (ACCS) Special Item Number (SIN) on the Multiple Award Schedule (MAS-IT). This contract vehicle can help agencies streamline their communications, improve citizen satisfaction, and increase overall efficiency in the execution of their mission.

This blog post is part of a series where we’re discussing each of GSA’s key IT Services SINs on MAS. Each blog will discuss the benefits for agencies in using the solution, take a look at who is using it, and share an example of how an agency successfully used the SIN to achieve its mission.

There are a number of benefits to using the ACCS SIN; here are five of the most important:

  1. Enhanced citizen experience: ACCS provides a range of interactive voice response options that allow citizens to access information quickly and easily, without having to wait on hold or navigate complex menus. This significantly improves citizen satisfaction and reduces the number and workload of call center agents.
  2. Increased efficiency: ACCS automates routine tasks such as call routing, call recording, and call back, freeing up agents to focus on more complex inquiries and tasks. This can help agencies handle a higher volume of calls and reduce wait times for citizens.
  3. Improved analytics: ACCS provides detailed analytics that can help agencies to identify patterns, track performance, and optimize their call center operations. This data can also be used to identify areas where additional resources may be needed, such as staffing or training.
  4. Scalability: ACCS is designed to be scalable and flexible, allowing agencies to easily adjust their capacity based on demand. This can help agencies handle spikes in call volume without sacrificing service quality.
  5. Cost savings: By automating routine tasks and improving efficiency, ACCS can help agencies to reduce their operational costs and allocate resources more effectively.

Use Case: Quick deployment of additional support for hurricane response efforts with the help of small businesses

An agency had an urgent need for additional contact call center support out of their main office. They already had a contact call center with approximately 80 personnel in a 24/7 operation but wanted additional capability added in support of Hurricane Ida and other potential hurricanes that were predicted to hit the Texas, Louisiana, and Alabama coastlines in 2021.

Their contracting staff used the ACCS SIN to quickly add vendors that could support their existing customer service representatives with technologies such as artificial intelligence monitoring, chat-bot technology, web callback services, hosted email web forms, text-to-speech communications, and hosted FAQ services for citizens calling in for information about various hurricanes.

Their staff also utilized this same SIN to take advantage of small businesses offering various services under this SIN and identified both women-owned small businesses as well as service-disabled veteran-owned small businesses that were able to assist in some of the new capability development.

This resulted in the agency not only improving its contact center capabilities but also enabling them to take advantage of using small businesses to help succeed in its overall mission.

GSA’s ACCS SIN help you communicate

Agencies invested more than $385 million through the ACCS SIN last year — with the Department of Homeland Security leading the way. ACCS supports providing the public with ready access to government information and services and helping agencies ensure timely, consistent, and accurate responses to citizen inquiries. ACCS provides federal agencies with easy access to a broad range of contact center services that will make that vision a reality.

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