36C10G24Q0121.docx

Sources Sought Notice

GENERAL INFORMATION

SET-ASIDE

OPAL | Strategic Acquisition Center

10300 Spotsylvania Ave | STE 400 Fredericksburg VA 22408-2697

POINT OF CONTACT*

Contract Specialist Jennifer Balsiger Jennifer.Balsiger1@va.gov See Email

PLACE OF PERFORMANCE

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

Sources Sought Notice

Purpose Veterans Health Administration (VHA) Office of Integrated Veteran Care (IVC) is seeking information in support of a need for training services for the VA Contact Center. The training shall improve VA Contact Center employee’s ability to provide effective, high quality customer service to Veterans, beneficiaries, and providers. The training audience will be non-clinical staff in various roles (e.g. executive managers, supervisors, and VA front-line staff).

This is a Request for Information (RFI) to identify the abilities associated with Contact Center Training. VA would like to identify companies that have the ability to provide contact center training through both live (virtual) and on-demand formats.

VA is not seeking proposals at this time and will not accept unsolicited proposals. All responses shall be solely in the form of information and materials.

In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract.

The Government is under no obligation to issue a solicitation or to award any contract on the basis of this RFI. All costs associated with responding to this RFI will be the sole responsibility of the respondent.

All submissions will be treated as business confidential materials, become Government property, and will not be returned.

Points of Contact Contracting Officer: Justin Sink, VA Strategic Acquisition Center – Virginia (SAC-V), Email: Justin.Sink@va.gov Contract Specialist: Jennifer Balsiger, VA Strategic Acquisition Center – Virginia (SAC-V), Email: Jennifer.Balsiger1@va.gov

Responses It is requested that responses to attached questions be provided no later than May 20, 2024, by 3:00PM Eastern. Responses are to be emailed to the following:

Justin.Sink@va.gov and Jennifer.Balsiger1@va.gov

All email correspondence for this RFI must reference VA Contact Center Training and Company Name in the subject line of the email as follows:

VA Contact Center Training RFI _Company Name

Disclaimer This RFI is for the purpose of market research only and is issued for information and planning purposes only. This does not constitute a solicitation, nor does it bind the government to produce a solicitation or restrict as to the ultimate acquisition approach should a solicitation result from this RFI.

Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive procurement.

See attached document: VHA Request for Information Questions.

See attached document: Spreadsheet for Questions.

See attached document: Final Draft VA Contact Center Training Delivery - Industry Recognized -PWS 1.7 30APR24.

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Sources Sought Notice