Veterans experience office contact center staffing support services
Active Definitive Contract Awarded Last action
- Contract number
- 36C10X26C0006
- Awardee
-
Encore JV1 LLC UEI JFXGULLQJJQ4
- Awarding agency
-
VA Strategic Acquisition Center Frederick
Headquarters, Department of Veterans Affairs
- Obligated
- $0
Award facts
- Opportunity
-
- Veterans Experience Office (VEO) Contact Center Pre-Solicitation · 36C10X25R0032 · Posted Jul 21, 2025
- Contract value 0% obligated
-
- $0.00 Current, with exercised options
- $153,010,317.05 Potential, with all options
- Completion date 4% complete
-
- Current, with exercised options
- Potential, with all options
- Contracting staff
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- PSC
- R499 Support- Professional: Other
- Set-aside
- Service-Disabled Veteran-Owned Small Business
- Competition
- Full and Open Competition after exclusion of sources · 36 offers Negotiated Proposal / Quote
- Pricing
- Labor Hours
- Place of performance
- Chantilly, VA 20151, USA
- Legislative mandates
-
- Service Contract Act FAR subpart 22.10
- Service Contract Inventory FAR subpart 4.17
Award details come from SAM.gov/FPDS.
Transactions
| Action | Obligated | Date |
|---|---|---|
| Other Administrative Action | $0 | |
| Supplemental Agreement for work within scope | -$21,865,645 | |
| Original award | $21,865,645 |
About this award
The Department of Veterans Affairs Strategic Acquisition Center Frederick awarded a definitive contract to Encore JV1 LLC for Veterans Experience Office Contact Center staffing support services on August 6, 2026, under a Service-Disabled Veteran-Owned Small Business set-aside, with a ceiling value of $153,010,317.05.
The contract implements Modification P00002 in response to Executive Order 14398 regarding diversity, equity, and inclusion discrimination. The originating solicitation calls for 24/7/365 multi-channel contact center operations serving VA organizations including the Veterans Health Administration, Veterans Benefits Administration, and Office of Integrated Veteran Care. Services include Tier 1 and occasional Tier 2 customer service across phone, email, chat, and other channels, handling inquiries about VA benefits, healthcare, compensation, directory assistance, technical website support, and language translation. The contractor maintains a fully remote workforce within 50 miles of VA facilities using government-furnished equipment and technology platforms.
Place of performance is Chantilly, VA 20151. The contract runs from February 2026 through February 2032, structured as a 12-month base period with four 12-month option years. The pricing structure is labor hours. Contract staffing includes 367 full-time equivalent personnel: 312 agents, 24 supervisors, 24 senior agents, 1 program manager, 1 deputy program manager, and 5 Program Management Administrative Assistants, with surge support options available through separate contract line items.
Quick answers
Who was awarded contract 36C10X26C0006?
36C10X26C0006 was awarded to Encore JV1 LLC by VA Strategic Acquisition Center Frederick (Headquarters) on August 6, 2026.
How much is contract 36C10X26C0006 worth?
The government has obligated $0 on 36C10X26C0006. Its potential value, with all options, is $153,010,317.
Was contract 36C10X26C0006 competed?
The extent of competition for 36C10X26C0006 was full and open competition after exclusion of sources. The government received 36 offers. It was set aside: Service-Disabled Veteran-Owned Small Business.
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