inTransition Call Center
The Defense Health Agency (DHA) is seeking information for an inTransition Call Center support service targeting transitioning service members and veterans receiving psychological health care or traumatic brain injury (TBI) treatment. The Request for Information (RFI) focuses on obtaining capability statements from potential contractors who can provide a comprehensive 24/7 external call center with specialized support services. Key contract requirements include maintaining a fully operational call center staffed with data analysts, outreach specialists, and licensed mental health coaches, along with offering toll-free phone and electronic contact capabilities. Contractors must demonstrate the ability to provide coaching support to help service members connect with appropriate care providers and maintain a robust inTransition Resource Database. The RFI responses are due by 1 PM EST on February 14, 2025, and must be submitted via email to Crystal Randolph, with a response limited to 8 pages covering administrative information and capability details.
This pre-solicitation notice does not indicate a specific set-aside designation and is currently in the market research phase, meaning no incumbent contractor is explicitly identified. The procurement falls under NAICS category 561422 for Telemarketing Bureaus and Other Contact Centers, with a Product Service Code (PSC) of R408 for Professional Support Program Management. While no specific award value is mentioned, the comprehensive nature of the required services suggests a significant and potentially multi-year contract opportunity. The DHA is explicitly clear that this RFI is solely for information gathering purposes and does not constitute a commitment to issue a Request for Proposal (RFP) or guarantee future contract award. Potential contractors are advised that all costs associated with responding to the RFI will be at their own expense, and non-response will not preclude participation in future solicitations.
HT001124RFI0051 Defense Health Agency
1/28/25, 2:32 PM Call Center Services for After-Hours Support
The U.S. Department of State Office of Acquisition Management is seeking a call center services contractor to provide after-hours support for the U.S. Embassy London and its constituent posts in the United Kingdom. The solicitation (No. 19GE5025R0033) aims to establish an Indefinite-Delivery Indefinite-Quantity (IDIQ) contract for screening approximately 1,300 after-hours calls per month across London, Edinburgh, and Belfast locations. Key contract requirements include employing English-fluent operators with a minimum EPT level 4, operating Monday to Friday from 17:30 to 08:30 and 24 hours on weekends and holidays, and providing call screening and emergency escalation services. Potential contractors must submit questions by March 6, 2025, at 15:00 CET and complete proposals by March 24, 2025, at 15:00 CET via email to GruenbeckP@state.gov with specific subject line requirements. The solicitation requires contractors to provide proof of necessary business licenses and permits for operating in the United Kingdom.
The contract has no specific set-aside designation and is open to all qualified vendors in the Telemarketing Bureaus and Other Contact Centers (NAICS 561422) category. The contract will have a one-year base period starting September 22, 2025, with four potential one-year option periods, providing flexibility for continued service. The minimum contract value is $500, with a maximum potential value of $500,000, indicating significant potential for the selected contractor. The place of performance is London, UK, with services required to support diplomatic communications across multiple UK locations. Contractors will be responsible for managing their own staffing, ensuring 24/7 coverage, and providing daily and monthly reporting to the U.S. Embassy. The contract specialist, Patticha Gruenbeck, and contracting officer, Nicolas A. Wilhelm, will oversee the procurement process and vendor selection.
19GE5025R0033 Department of State Office of Acquisition Management
2/25/25, 11:49 AM 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 VIRTUAL RECRUITING CENTER (VRC)
This solicitation seeks proposals to provide Virtual Recruiting Center Support Services for the U.S. Army Recruiting Command located at Fort Knox, Kentucky. The Mission and Installation Contracting Command will award a single firm-fixed-price contract to operate components for lead refinement, processing, sustainment, in-service recruiting support, and social media management. Proposals are due April 28, 2020, with questions due by April 14, 2020. Evaluation will consider technical approach, past performance, and price. The period of performance is a 30-day phase-in from October 26 to November 27, 2020, followed by an 11-month base period and four 1-year option periods.
This is a 100% set-aside for Service-Disabled Veteran-Owned Small Businesses. The NAICS code is 561422 for Telemarketing Bureaus and Other Contact Centers with a small business size standard of $15 million. The place of performance is Fort Knox, Kentucky. The contractor shall provide all resources including personnel, equipment, supplies, facilities, transportation, tools, materials, and supervision to operate the Virtual Recruiting Center's lead refinement, processing, sustainment, in-service recruiting, and social media teams.
W9124D20R0009 Department of the Army Materiel Command Mission and Installation Contracting Command Fort Sam Houston
4/8/20, 10:06 AM ORR National Call Center and Sexual Abuse Hotline
The Department of Health and Human Services' Administration for Children and Families (ACF) is seeking potential contractors for the Office of Refugee Resettlement's (ORR) National Call Center (NCC) and Sexual Abuse Hotline (SAH) requirement. The NCC SAH provides critical child welfare services, including community-based referrals, post-release service referrals, and crisis intervention. Key contract requirements include providing a call center platform, bilingual English-Spanish staffing, database management, interpretation/translation services, safety planning, training, and compliance with federal security standards. Responses to the Sources Sought questionnaire, which covers the offeror's capabilities, experience, and technical approach, are due by July 9, 2024.
This opportunity is not set aside for any specific business category. The incumbent contractor is The Providencia Group, LLC. The estimated period of performance is a base period from April 1, 2025 to March 31, 2026 with four one-year option periods. The government has not provided any details on the potential award value or budget range for this requirement.
0624NCCSAHSourcesSought Department of Health and Human Services Administration for Children and Families
6/24/24, 8:43 AM