Switchboard Operator Services & Call Center
The Defense Health Agency is seeking a contractor to provide Hospital Telephone Switchboard Services and Call Center Support Services for Walter Reed National Military Medical Center (WRNMMC) in Bethesda, Maryland. The solicitation (HT001425R0015) requires a comprehensive 24/7/365 telephone operator service with stringent performance standards, including answering 90% of calls within 20 seconds and maintaining average wait times under 5 seconds. Proposals will be evaluated primarily on past performance, with price considered a secondary factor, using a best-value approach. Potential vendors must submit past performance information from three relevant contracts within the past 36 months, with performance ratings ranging from "Substantial Confidence" to "No Confidence". Key dates include a deadline for questions on March 7, 2025 at 9:00 AM, and proposal submissions due by March 14, 2025 at 10:00 AM.
The contract is set aside exclusively for Service-Disabled Veteran-Owned Small Businesses under NAICS code 561421 with a size standard of $19 million. The current incumbent is General Infomatics, which has provided services since June 2020. The contract includes a base period from April 1, 2025 to September 30, 2025, with four potential one-year option periods extending through September 30, 2029. The total current contract value is $5,108,783.90, with future pricing to be determined through competitive bidding. The contractor will be responsible for providing their own facilities, equipment, and staffing, with personnel required to have specific qualifications including 50 WPM typing speed, medical office scheduling experience, and completion of TRICARE Fundamentals Course. Performance will occur at a contractor-proposed location, with services including directory assistance, paging, call transfers, and support for approximately 1,500 client referrals weekly.
HT001425R0015 Defense Health Agency
2/28/25, 10:54 AM R699--703 - VCCC Operations Support
The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 19 is seeking proposals to provide call center operations support services to assist the VHA Readjustment Counseling Service Vet Center Call Center. Offerors must handle 30% of the VCCC's monthly average 8,000 calls through three daily shifts totaling over 40,000 hours annually, utilizing VA applications including CISCO, Salesforce, RCS Net, and Microsoft Office to assess needs, document calls within 90 seconds, and transfer as required. Proposals will be evaluated on the offeror's past performance, personnel qualifications, quality assurance and training plans, as well as their pricing for the required call center agent hours and monthly supervisory services. Proposals are due by September 25, 2023.
The solicitation is set aside for Service-Disabled Veteran-Owned Small Businesses and has a principal NAICS code of 561421 for telephone answering services. There is no current incumbent. The potential value is undefined based on pricing but intended to cover over 200,000 hours of support from September 2023 through September 2028. Performance will take place at the contractor's facility within the continental United States, utilizing VA-provided laptops and meeting all VA security requirements.
36C25923Q0887 Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 19
9/5/23, 9:16 PM R426--REQUEST FOR QUOTE TELEPHONE SWITCHBOARD OPERATIONS ATLANTA VA MEDICAL CENTER
The Department of Veterans Affairs Veterans Health Administration, specifically Veterans Integrated Service Network 7, is seeking Telephone Switchboard Operations Services for the Atlanta VA Medical Center through a Request for Quote (RFQ). The solicitation requires a vendor to provide 24/7 switchboard coverage, including processing incoming and outgoing calls, managing emergency code responses, providing paging services, and maintaining patient and staff locator information. Key contract performance requirements include maintaining an average wait time of less than 30 seconds, an abandonment rate under 5%, and processing approximately 3,000 phone calls daily. The evaluation will consider technical capability, past performance, and price, with the contract awarded to the most advantageous offer meeting VA requirements. Critical dates include a deadline for questions by March 10, 2025, at 8:00 AM ET, and quote submissions due by March 18, 2025, at 1:00 PM ET, with all communications to be sent to Contracting Officer Joseph Horn.
The solicitation is a 100% set-aside for service-disabled veteran-owned small businesses (SDVOSB) under NAICS code 561421, with a small business size standard of $15 million. The contract will cover a base period from May 1, 2025, to April 30, 2026, with four potential one-year option periods extending through April 30, 2030. The place of performance is located at 1670 Clairmont Rd, Decatur, GA 30033. While specific award values are not detailed in the documentation, the procurement follows Federal Acquisition Regulation (FAR) subpart 12.6 for commercial products and services, with provisions from Federal Acquisition Circular 2025-03. Vendors are required to submit quotes electronically and are responsible for monitoring the Contract Opportunities website for any amendments, as the government will not send individual notifications about changes to the solicitation.
36C24725Q0377 Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 7
3/6/25, 10:17 PM USCIS Contact Center Tier 1 Support Services
The United States Citizenship and Immigration Services (USCIS), a component of the Department of Homeland Security, is seeking a contractor to provide Tier 1 Contact Center Support Services for immigration-related inquiries. The procurement aims to establish a multi-channel support system handling approximately 500,000-600,000 monthly interactions via phone, chat, secure messaging, and web forms in English and Spanish. The draft Performance Work Statement (PWS) requires a contractor capable of operating contact center services from 8 AM to 9 PM Eastern Standard Time, with a strong emphasis on bilingual staffing (minimum 50% bilingual agents) and comprehensive customer support. This Sources Sought - Request for Information (SS-RFI) is designed to conduct market research, obtain vendor feedback on the acquisition strategy, and identify capable vendors in the telemarketing and contact center industry. Responses to the RFI are due by 8:00 AM ET on April 7, 2025, and must be submitted electronically to specified USCIS contracting personnel.
The contract opportunity does not have a specific small business set-aside and is currently held by General Dynamics Information Technology. The anticipated contract will be a Firm Fixed Price (FFP) re-competition with a base period of performance of one year and four potential one-year option periods. While specific award values were not explicitly stated, the contract will involve handling approximately 300,000 monthly calls, 150-200,000 monthly chats, and 50-100,000 monthly secure messages/webforms. The contractor will be required to utilize government-furnished equipment, manage remote and/or physical facilities, and meet specific performance metrics including average speed of answer, abandonment rates, and customer satisfaction scores. The solicitation indicates USCIS supports contractor telework and remote work arrangements, adding flexibility to potential service delivery models.
70SBUR25I00000003 Department of Homeland Security US Citizen and Immigration Services
3/6/25, 3:11 PM 2030 Census Questionnaire Assistance (CQA)_Request for Information (RFI) / Notice of Industry Day
The U.S. Census Bureau has issued a Request for Information (RFI) for the 2030 Census Questionnaire Assistance (CQA) program, seeking industry input on omni-channel contact center services. This RFI covers both the 2028 Census Dress Rehearsal and the 2030 Census, with a contract award anticipated in summer 2026. The document is part of the Bureau's preparation for comprehensive census support services, focusing on establishing robust contact center capabilities. The RFI builds upon the experience of the 2020 CQA program, which successfully managed 13.5 million calls across 13 languages using over 7,300 customer service representatives. The Special Notice was posted on January 31, 2025, with the Department of Commerce's Census Bureau as the issuing agency.
The primary objective of this RFI is to gather detailed information from potential contractors about their capabilities to provide end-to-end contact center services for the census. Contractors must be prepared to offer comprehensive solutions including project management, IT integration, agent desktop application development, recruitment, training, and quality monitoring. Key eligibility requirements mandate that all work be performed within the United States by U.S. citizens who can pass Census security screening. Important dates include a virtual Industry Day on February 11, 2025 from 1:00-2:00 PM ET, with initial questions due by February 6, 2025 at 12:00 PM ET, and full RFI responses required by February 21, 2025 at 3:00 PM ET. The RFI seeks responses limited to 20 pages and focuses on technological innovations, web chat implementation, physical infrastructure needs, and strategies for cost-effective contact center operations across multiple communication channels.
Department of Commerce US Census Bureau
1/31/25, 3:09 PM