R699--703 - VCCC Operations Support

The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 19 is seeking proposals to provide call center operations support services to assist the VHA Readjustment Counseling Service Vet Center Call Center. Offerors must handle 30% of the VCCC's monthly average 8,000 calls through three daily shifts totaling over 40,000 hours annually, utilizing VA applications including CISCO, Salesforce, RCS Net, and Microsoft Office to assess needs, document calls within 90 seconds, and transfer as required. Proposals will be evaluated on the offeror's past performance, personnel qualifications, quality assurance and training plans, as well as their pricing for the required call center agent hours and monthly supervisory services. Proposals are due by September 25, 2023.

The solicitation is set aside for Service-Disabled Veteran-Owned Small Businesses and has a principal NAICS code of 561421 for telephone answering services. There is no current incumbent. The potential value is undefined based on pricing but intended to cover over 200,000 hours of support from September 2023 through September 2028. Performance will take place at the contractor's facility within the continental United States, utilizing VA-provided laptops and meeting all VA security requirements.