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B-288490.2 1 (2002-07-03)

handle is hein.gao/gaobadukb0001 and id is 1 raw text is: G A O Comptroller General , c Accountabilty * Integrity - Reliability of the Urted States United States General Accounting Office Washington, DC 20548 Decision Matter of: Information Systems Technology Corporation File: B-288490.2 Date: July 3, 2002 Paul J. Chun, Ph.D., for the protester. Eric J. Marcotte, Esq., and Scott A. Schipma, Esq., Winston & Strawn, for Spherix, Inc., an intervenor. David T. Truong, Esq., Office of Personnel Management, for the agency. Linda C. Glass, Esq., and Michael R. Golden, Esq., Office of the General Counsel, GAO, participated in the preparation of the decision. DIGEST Protest that evaluation and source selection decision were flawed is denied where the record shows that the evaluation and source selection were reasonable and consistent with evaluation factors. DECISION Information Systems Technology Corporation (ISTC) protests the award of a contract to Spherix, Inc. under request for proposals (RFP) No. OPM-RFP-00- 01037DHH, issued by the Office of Personnel Management (OPM), for call center services for the Retirement Information Office (RIO). ISTC argues that the agency misevaluated its revised proposal and unreasonably downgraded ISTC's technical score. We deny the protest. OPM's Retirement and Insurance Service (RIS) provides retirement, health benefits, and life insurance services to more than 2.4 million federal retirees and their survivors. The RIO serves as the primary point of contact for federal annuitants to obtain information relating to their benefits and to make changes to their retirement and insurance accounts. The RIO consists of three separate call centers located at different geographic locations and staffed by approximately 120 customer service specialists. The call centers are accessed by a single toll-free number that is front ended by an automated response system. Callers can bypass the call centers' automated system and speak with a customer service specialist. The specialist is

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