R499--After Hours Call Center

The Department of Veterans Affairs Veterans Integrated Service Network 10 seeks a contractor to provide after-hours call center operator services at the Richard L. Roudebush VA Medical Center in Indianapolis, Indiana, with proposals due June 15, 2026 at 9:00 AM EDT and questions due June 5, 2026 at 2:00 PM EDT.

The procurement carries no set-aside and is open to all contractors. Place of performance is Indianapolis, Indiana. The base period runs July 1, 2026 through October 31, 2026, with four optional one-year renewal periods exercisable at the government's discretion through October 31, 2030. The contractor must provide telephone answering and switchboard coverage services after hours (4:30 p.m. to 7:30 a.m. Monday–Friday), 24-hour coverage on weekends and federal holidays, and twice-monthly one-hour coverage during staff meetings, with an estimated call volume of 300 calls per day. Calls must be answered within 30 seconds and include directory assistance, paging services, on-call information, message center services, and HIPAA-compliant patient information handling.

Technical requirements include VPN access to VA networks using VA-provided laptops, VA-approved encryption (FIPS 140-2 compliant), background investigation at NACI level, and annual information security and privacy awareness training. The contractor must maintain general liability insurance of $500,000 per occurrence, workers' compensation of at least $100,000 employer's liability, and automobile liability of $200,000 per person. The award is firm fixed price with monthly invoicing submitted electronically through Tungsten Network's e-invoicing system. NAICS code is 561421 (Telephone Answering Services); PSC code is R499 (Support–Professional: Other). Mandatory submissions include signed SF 1449, completed price schedule, and VA Notice of Limitations on Subcontracting (852.219-75). Contracting Officer: Kristina Peart (734-845-3444); Contract Specialist: Janel Tate (734-222-6179).