Call Center Consolidation Support - Department of Veterans Affairs - Request for Information (RFI)
Closed Pre-Solicitation Posted
- Solicitation number
- 36C10B25Q0363
- Agency
-
VA Technology Acquisition Center
Headquarters, Department of Veterans Affairs
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 541512 Computer Systems Design Services
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of Veterans Affairs Technology Acquisition Center is seeking industry feedback through a Request for Information (RFI) to support the consolidation and modernization of its enterprise call centers. The VA aims to transition from its current decentralized structure of 280+ call centers handling over 60 million annual calls to a unified, Veteran-centric service model with a single point of entry and consistent technologies. Key objectives include achieving immediate call response, 100% first-call resolution, appointment scheduling capabilities, multi-channel support, and complete consolidation within 24 months. The RFI requests detailed vendor information including capability statements, recommended consolidation approaches, operational plans, staffing strategies, KPI dashboards, compliance status with FedRAMP and FISMA requirements, potential risks, and innovative technologies. Responses are limited to 15 pages and must be submitted by 12:00 PM Eastern Time on June 12, 2025, to the designated VA contracting officers.
This opportunity does not include any set-aside designations and no current contractors or incumbents are identified in the notice. While no specific contract value or budget range is provided, the scale of the project is substantial given the 60 million annual call volume that vendors must be capable of supporting. The consolidation effort is described as a large-scale, multi-phase transition involving workforce transformation, operational optimization, and technology integration across the VA's extensive call center network. The VA has issued an update indicating they are continuing to establish their desired future state for contact centers, with no planned or estimated solicitation release date at this time, though interested parties are encouraged to monitor SAM.gov for future developments.
Notice text
2 versions
Update #2 · Latest ·
UPDATE: The Department of Veterans Affairs (VA) greatly appreciates the responses received to this Request for Information (RFI). At this time VA continues to detail its current state, as well as establish its desired future state for contact centers. As such, there is no additional information or updates associated with this RFI at this time, and no planned or estimated solicitation release. However, VA encourages all interested parties to continue to monitor SAM.gov in the event that there are more specific RFIs released and/or other updates pertaining to any future acquisitions related to this RFI.
__________________________________________
The Department of Veterans Affairs (VA) is seeking industry feedback to inform planning, acquisition strategy, solution design for the consolidation and modernization of its enterprise call centers. This Request for Information (RFI) seeks responses from Vendors capable of supporting a large-scale (60M annual call volume), multi-phase transition toward a unified, Veteran-centric service model, including workforce transformation, operational optimization, technology integration, and industry best thinking on how to successfully accomplish the consolidation.
This RFI is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with (IAW) Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested party’s expense. Not responding to this RFI does not preclude participation in any future Request for Proposals, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will not be returned. Any proprietary/sensitive information must be clearly marked by the vendor.
Update #1 ·
The Department of Veterans Affairs (VA) is seeking industry feedback to inform planning, acquisition strategy, solution design for the consolidation and modernization of its enterprise call centers. This Request for Information (RFI) seeks responses from Vendors capable of supporting a large-scale (60M annual call volume), multi-phase transition toward a unified, Veteran-centric service model, including workforce transformation, operational optimization, technology integration, and industry best thinking on how to successfully accomplish the consolidation.
This RFI is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with (IAW) Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested party’s expense. Not responding to this RFI does not preclude participation in any future Request for Proposals, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will not be returned. Any proprietary/sensitive information must be clearly marked by the vendor.
Files
| File | Type | Posted |
|---|---|---|
| VA Call Center Consolidation RFI.docx | DOCX document |
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