Erie VAMC - Phone Answering Services
Closed Solicitation Posted
This opportunity was awarded. See the award notice from .
- Solicitation number
- 36C24427Q0002
- Agency
-
Veterans Integrated Service Network 4
Veterans Health Administration, Department of Veterans Affairs
- Responses due
- Set-aside
- Service-Disabled Veteran-Owned Small Business
Opportunity facts
- NAICS code
- 561421 Telephone Answering Services
- PSC
- R699 Support- Administrative: Other
- Place of performance
- Erie, Pennsylvania 16504, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of Veterans Affairs Veterans Integrated Service Network 4 is soliciting quotes for 24/7 telephone operator switchboard services at Erie VAMC and satellite locations in Warren, Bradford, Meadville, Venango, Franklin (Pennsylvania), and Ashtabula (Ohio), with quotes due July 2, 2026. The procurement is set aside 100% for Service-Disabled Veteran-Owned Small Businesses.
Place of performance spans Erie VAMC and the named satellite facilities across Pennsylvania and Ohio. Personnel must hold a minimum high school diploma with one to two years of call center experience and knowledge of medical terminology. All contract personnel require security clearance (Tier 1/Low Risk) and must complete VA information security, privacy, and HIPAA training. The contract is firm-fixed-price with a base period from October 1, 2026, through March 31, 2027 (6 months), followed by three optional 12-month periods extending through March 31, 2030. The estimated contract value is $19 million. Minimum staffing requires 4 FTE on weekdays (2 FTE 8:00 AM–4:30 PM; 1 FTE 4:00 PM–12:00 AM; 1 FTE 12:00 AM–8:00 AM) and 3 FTE on weekends and holidays. The requirement mandates 100% answer rate by live operators for all inbound calls, with routine calls answered within 5 rings and emergency calls within 2 rings with full dispatch/paging within 15 seconds. Evaluation criteria are Technical Capability, Past Performance, and Price. The Government reserves the right to conduct comparative evaluation and select the best-value quote without discussions. Historical data shows call volumes typically ranging from 200 to 600 daily incidents across three consoles during January through May 2026.
Notice text
2 versions
Update #2 · Latest ·
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.
Solicitation number 36C24427Q0002 is issued as a (RFQ) for Phone Answering Services at the Erie VAMC in Erie, PA.
This acquisition is set-aside for small business concerns, SDVOSB. This solicitation incorporates provisions and clauses by reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.
CLINs with quantities and units of measure can be found in the RFQ. (including option(s), if applicable).
Specific requirements are outlined in the Performance Work Statement (PWS) in the RFQ.
Q&A and quote submission deadlines are outlined within the RFQ.
Also included for vendor reference are the corresponding QASP and historical data that could be collected and shared.
6/25: Posting of amendment which includes amendment 1 document with answers to vendor questions received and updated RFQ document. The only changes to the RFQ document are the updated quote submission deadline and a typo of the incorrect solicitation number.
Update #1 ·
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.
Solicitation number 36C24427Q0002 is issued as a (RFQ) for Phone Answering Services at the Erie VAMC in Erie, PA.
This acquisition is set-aside for small business concerns, SDVOSB. This solicitation incorporates provisions and clauses by reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.
CLINs with quantities and units of measure can be found in the RFQ. (including option(s), if applicable).
Specific requirements are outlined in the Performance Work Statement (PWS) in the RFQ.
Q&A and quote submission deadlines are outlined within the RFQ.
Also included for vendor reference are the corresponding QASP and historical data that could be collected and shared.
Files
| File | Type | Posted |
|---|---|---|
| 36C24427Q0002 Erie Phone Answering Updated.pdf | ||
| 36C24427Q0002 0001 Amendment.pdf | ||
| Erie QASP.pdf | ||
| Historical Data.xlsx | XLSX spreadsheet | |
| 36C24427Q0002 Erie Phone Answering.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Erie VAMC - Phone Answering Services | Award Notice | |
| This notice | Solicitation |
On GovTribe
Work this opportunity
- Track it in your pipeline
- Find teaming partners
- Similar opportunities
- Ask GovTribe AI about this opportunity