Contact Center Modernization Program (C3MP)

The Department of Homeland Security, Federal Emergency Management Agency has a requirement to provide a contact center capability.

Solicitation Summary

The Department of Homeland Security, Federal Emergency Management Agency has a requirement to provide a contact center capability.

Solicitation in a Nutshell

Item

Details
Agency Department of Homeland Security, Federal Emergency Management Agency
Solicitation Number F2025069529
Status Pre-RFP
Solicitation Date 08/11/2025
Award Date 09/2025 (Estimate)
Contract Ceiling Value $20,000,000
Competition Type Undetermined
Type of Award  Task / Delivery Order
Primary Requirement  Communications Services
Duration TBD
Contract Type  Task Order
No. of Expected Awards N/A
NAICS Code(s):
561422

Telemarketing Bureaus and Other Contact Centers
Size Standard: $25.5 million annual receipts
Place of Performance:
  • Washington, District Of Columbia, United States
Opportunity Website: https://apfs-cloud.dhs.gov/record/69529/public-print/

Background

N/A

Requirements

  • FEMA’s Contact Center Capability Modernization Program (C3MP) was established to procure the appropriate technology and services to satisfy the needs of FEMA Recovery’s National Processing Service Centers (NPSCs), the Office of the Chief Information Officer (OCIO) Enterprise Services Desk (ESD), the Office of the Chief Financial Officer (OCFO) FEMA Finance Center (FFC), and Individual and Households Program (IHP) Assistance Group, and to provide a contact center capability that leverages current technologies to enable NPSC business processes and communication with disaster survivors through voice, web, email, messaging, mail or other methods.
  • C3MP provides contact center services for FEMA’s contact centers servicing all inbound calls (1-800- 621-FEMA) from disaster survivors to FEMA’s call center agents at three primary NPSC locations at Denton, TX, Winchester, VA and Hyattsville, MD, Puerto Rico and other stand-up locations; as well as telework locations across the country, plus additional surge agents from FEMA and the FEMA reserve corps, agents from Other Government Agencies (OGAs), and other non-persistent locations. Additionally, the platform supports Enterprise Service Desk (ESD) technicians and agents in the FEMA Finance Center (FFC), and agents in the Individual and Households Program (IHP) Assistance Group. FEMA also has interest in future technologies to advance customer support capabilities within our contact center solution.
  • FEMA also obtains survivor feedback in support of improving our processes and procedures.
  • The C3MP system refers disaster survivors to other disaster related agencies (local, state, and federal) where appropriate.
  • C3MP is expected to have transparency and visibility into the application processing procedure and status of applications at any given point in the applications process.
  • Providing an appropriate level of cyber security that ensures FEMA’s capabilities are protected, resilient, survivable, and recoverable is essential.

How can GDIC Help?

As a consulting firm that specializes in helping companies prepare winning proposals for government contracts, GDIC can provide a wide range of services to help offerors prepare their C2E proposal, including capture management, proposal writing, proposal management, and proposal review. GDIC can also provide training and support to help offerors understand the technical and administrative requirements outlined in the solicitation, and can provide guidance on how to structure the proposal to maximize its chances of success.

Our business development and proposal professionals have several decades of experience and expertise in construction proposals and contracts for government. By working with GDIC, offerors can increase their chances of winning the C2E contract and can position themselves for long-term success in the federal marketplace.

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