Advancing Veterans Access via Telephone Services COR: Scott Ballard VA101C60430

INTRODUCTION:



The Department of Veterans Affairs (VA), Program Contracting Activity Central (PCAC) anticipates soliciting proposals and subsequently awarding a Single Award, Firm-Fixed-Price Contract for Advancing Veterans Access via Telephone Services. Please Note this is being issued in connection with Request for Information (RFI) VA701-16-N-0117.



DESCRIPTION:



The scope of the procurement includes providing direct support to VHA for the purpose of supporting VHA with call and contact centers, while extending and improving upon the deliverables included in Managing Veterans Access via the Telephone (MVAT), Improving Veterans Access via the Telephone (IVAT) and MyVA Call Center Study (CCS). Advancing Veterans Access via the Telephone (AVAT) builds on the objectives and goals provided by the MyVA Veterans Experience (VE) office. This guidance seeks to enhance and improve Veterans' and Employees' experience across VA, including Veterans supported by call centers across VHA at the VISN, VAMC, and CBOC environments. The Contractor shall support a focused effort to assist leadership in markedly improving access to care and services via the telephone, along with consultation resulting in improved opportunities to address alternative contact modalities within VA's contact management environment. The objective is to transform VHA's contact management at the VISN, VAMC, and CBOC levels from an improvement system of limited national-level impact to a robust and comprehensive process improvement system that embraces an iterative approach.



ADMINISTRATIVE:



The solicitation will be issued as a "Request for Proposal" (RFP) conducted in accordance with FAR Parts 12 and 15. The solicitation will be advertised as a Service Disabled Small Business set-aside. The applicable NAICS code is 541618 with a size standard of $15 million. The solicitation will be issued on or about August 9, 2016 and will close on August 25, 2016. The anticipated contract period will include a 12 month base period, with two (2) 12 month options to follow. This notice is not a request for competitive offers. All questions must be submitted in writing to the issuing office via email at yolanda.ray@va.gov. Telephone calls will not be accepted. The VA reserves the right to use only Federal Business Opportunities (FBO), via the internet, to provide notification of any amendments to this notice and the subsequent solicitation. It is the contractor's responsibility to view FBO daily for any amendments to this notice and the solicitation.