R426--Telephone Switchboard Operator Service

The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 6 is seeking quotations for Telephone Switchboard Operator Service at the Hampton VA Medical Center under solicitation 36C24626Q0356. The contract requires 24/7/365 on-site switchboard operator coverage to handle approximately 40,000 calls monthly, including incoming call reception, call transfer, information services, emergency call handling, and paging system operation. Key requirements include maintaining a maximum 5 percent daily abandonment rate, average speed to answer of less than 30 seconds, and average handle time not exceeding 35 seconds per call. The contractor must provide a dedicated Program Manager with at least two years of switchboard operating experience and one year of supervisory experience, a Program Coordinator, and qualified switchboard operators capable of meeting these performance metrics. Evaluation will be based on technical capability, past performance on similar federal or private contracts within three years, and price using a best value determination under FAR Part 12 procedures. The deadline for receipt of quotations is March 13, 2026 at 9:00 AM EDT, with quotes to be submitted via email to James Risbon at james.risbon@va.gov on the SF 1449 form with pricing breakdown and certifications.

This solicitation is designated as a Service-Disabled Veteran-Owned Small Business (SDVOSB) set-aside, requiring all offerors to be verified SDVOSB vendors registered in the SBA DSBS database. The incumbent contractor is Innovation at Work, whose contract period runs through March 2026. The estimated contract value is $19 million, covering a base period of April 1, 2026 through March 31, 2027, with four one-year option periods extending through March 31, 2032. The contract requires staffing across three shifts with approximately nine to eleven full-time and part-time operators plus supervisory personnel to maintain continuous coverage. Work will be performed at Hampton VA Medical Center in Hampton, Virginia 23667, with the government providing facilities and telephone console equipment while the contractor bears responsibility for all personnel, supervision, training, and operational costs, including background investigations at the NACI level for all contractor personnel.