GSA Multiple Award Schedule (MAS) contractors have numerous options to consider when it comes to Special Items Numbers (SINs), which are a specific identifying number code that aligns with your product or service offerings. Whether you are considering submitting a GSA MAS proposal, or you’re a current MAS contract holder, it’s crucial to understand which specific SINs map to your offerings and know their respective requirements on GSA MAS.
If your company specializes in contact or call center services, your offerings could likely align with SIN 561422: Automated Contact Center Solutions (ACCS). This SIN accounted for over $500 million in sales for government 2025 Fiscal year, and there’s currently 71 contractors that have the 561422 SIN awarded to their GSA Schedule. This is a lot of opportunity for contractors. In this blog, we will examine SIN 561422 description and the specific requirements for the SIN under the GSA MAS Solicitation.
SIN 561422: Automated Contact Center Solutions is under the MAS Information Technology (IT) Large Category and IT Solutions subcategory. The description of the SIN is below:
Automated Contact Center Solution (ACCS) is defined as any offering utilized to establish and maintain contact center capabilities for an agency. The offering may consist of one or more of the following: products, equipment, software, and/or services. Any labor categories offered must be in support of the total solution and cannot be a stand-alone offering. Permissible offerings under this SIN may include any technologies or services required to deliver and support an ACCS for an agency, including but not limited to: Artificial Intelligence (AI), Chat Bots, Robotic Process Automation, Interactive Voice Response (IVR), Voice/Speech Recognition, Text-to-Speech, Voicemail, Callback, Web Callback, Email Delivery, Hosted Online Ordering, Hosted Email Web Form, Hosted FAQ Service, etc.
The SIN was introduced to enhance citizen experience, increase efficiency, improve analytics, and support cost savings/reduce operational costs. ACCS offers scalable solutions for customer experience and is able to support a wide variety of federal needs. It is also subject to Cooperative Purchasing, meaning there’s increased opportunity as eligible state, local, tribal, and territorial governments can buy services under SIN 561422 on the GSA MAS.
The ACCS SIN is somewhat unique as there can be multiple types of offerings under the SIN. For instance, many contractors will offer commercial or service contract labor categories. Common labor categories awarded under this SIN can include but are not limited to:
These roles are just a few examples of labor categories that may fit under this SIN. In addition to labor category offerings, you may also propose fixed price services or solutions under this SIN. This could include offerings such as contact center minute bucket ranges, offered at a firm-fixed price per minute, for instance. This flexibility allows contractors to mirror their commercial practices as best as possible and propose a pricing structure that works best for their company.
One crucial aspect of SIN 561422 is the automation component of your company’s offerings. GSA specifically notes the importance of automated technologies, services, and capabilities to deliver and support an ACCS. These automated components include:
In these times of rapid advancement with AI capabilities, it’s important that if you are pursuing SIN 561422 under GSA MAS, and your offerings and past performance documentation should indicate use of some form of automated components from the list above.
As the 561422 SIN is somewhat complex, there are specific instructions indicated in the GSA IT Large Category Attachment.
First, GSA delineates a requirement in the Relevant Project Experience in the Technical Section of your MAS proposal. Where applicable, offerors should include descriptions of the following:
These descriptions will give GSA a closer look into the automated technologies leveraged, the work performed, and the capabilities of your company. It will also support in determining if your services are in scope of the 561422 SIN.
Additionally, GSA outlines specific instructions for the transition of Contact Center Services. In the IT Large Category Attachment, it lists requirements for the transition time periods, transfer of data, and explains that the transition period will provide the contractor with the opportunity to prepare and staff its contact center from an ordering activity’s existing contact center solution.
GSA also notes a specific call out regarding labor categories under this SIN. The SIN description in GSA eLibrary notes that “Any labor categories offered must be in support of the total solution and cannot be a stand-alone offering.” This means you cannot sell individual IT, engineering, or consulting labor hours, for example; the labor categories must directly support the contact center solution. The instructions detailed above are important to follow carefully, as refusing to do so can result in further clarifications and potential rejection from GSA.
The Automated Contact Center Solutions SIN is growing in popularity, as automated capabilities are becoming increasingly emphasized with new AI developments and usage in contracting. GSA recently pushed out its Artificial Intelligence GSAR clause and included information regarding the clause in its advance notice for MAS Refresh #34. It’s important to stay informed with GSA’s AI use and policies as they can potentially impact offerings or requirements under SIN 561422.
SIN 561422 can open up great opportunities for your company on GSA MAS. Once you’ve identified you’d like to capture this SIN, the necessary next steps are to review the specific requirements further and begin gathering the necessary proposal or modification materials. Our team at Winvale can support in identifying if your offerings are in scope, as well as with strategy and support in capturing this specific SIN on GSA MAS.