Hrbcc

Naval Supply Systems Command is preparing to solicit a competitive 8(a) contract for operation of the Department of the Navy Civilian Human Resources Benefits Contact Center (HRBCC), with a Request for Information due November 2, 2026, and an anticipated solicitation release and contract start on March 1, 2027.

The contractor will provide all contact center personnel and management to operate a dedicated single-service center supporting approximately 220,000 current, separated, and prospective Navy civilian employees. Service delivery encompasses inbound toll-free telephone, email, AI-powered chatbot, scheduled callbacks, and TTY/TDD for deaf and hard-of-hearing customers during standard hours of 7:30 AM to 7:30 PM Monday through Friday, Eastern Time (extending to 9:30 PM during the final three business days of open season), excluding federal holidays. The contractor will furnish technical guidance and information on Federal Employee Health Benefits (FEHB), Federal Employees Group Life Insurance (FEGLI), Thrift Savings Plan (TSP), Federal Dental and Vision Insurance Programs (FEDVIP), Federal Employees Flexible Spending Account Program (FSAFEDS), and Federal Long Term Care Insurance Program (FLTCIP).

All contractor employees must be U.S. citizens with Secret Clearance eligibility (minimum T3/Moderate Level), Common Access Card approval, and completion of mandatory DOD/DON cybersecurity and Privacy Act training. Key positions require a Contact Center Manager with five or more years supervisory experience in contact center operations, Lead Functional Assistant with three or more years federal benefits experience, and Computer Specialist with two or more years cloud-based platform support experience.

The contractor must implement an omnichannel platform supporting voice, web chat with co-browsing, AI-powered chatbot, SMS/text messaging, and email with unified interaction records, call recording, and real-time wait time metrics. Performance standards include answering calls within an average of two minutes or less (seven minutes during November–January), responding to emails within two business days, and conducting Quality Assurance on 100 percent of inbound telephone interactions with AI-assisted scoring.

The contract is structured as a firm fixed-price single-award agreement with a 12-month base period and four 12-month option years. The NAICS code is 561422 (Telemarketing Bureaus and Other Contact Centers); small business size standard is $25.5 million. Respondents to the RFI should address relevant contract vehicles including Seaport NxG, GSA schedules, and GSA 8(a) Stars III. Submit responses electronically to Kristen Dunlow (kristen.m.dunlow.civ@us.navy.mil) by 10:00 AM EST on November 2, 2026, referencing N69199HRBCCFY272; responses must not exceed ten pages in 12-point font.