Switchboard Operator Services & Call Center
Closed Solicitation Posted
This opportunity was awarded. See its 2 award notices in the notice history.
- Solicitation number
- HT001425R0015
- Agency
- Defense Health Agency Department of Defense
- Responses due
- Set-aside
- Service-Disabled Veteran-Owned Small Business
Opportunity facts
- NAICS code
- 561421 Telephone Answering Services
- PSC
- Q802 Clerical Medical Support
- Place of performance
- Bethesda, Maryland 20889, United States
- Points of contact
-
- Michelle Priester michelle.c.priester.civ@health.mil
- Miriam Railey miriam.t.railey.civ@health.mil (520) 256-1069
Notice details come from SAM.gov. Updated .
About this opportunity
The Defense Health Agency (DHA) is seeking Switchboard Operator Services and Call Center Support for Walter Reed National Military Medical Center (WRNMMC) in Bethesda, Maryland. The solicitation requires a contractor to provide comprehensive 24/7/365 telephone operator services, including directory assistance, call transfers, and medical appointment support. Key performance requirements include answering 80% of inbound calls with a live operator, resolving 70-79% of calls without transfer, and maintaining wait times of 20 seconds or less. The evaluation will be based primarily on past performance, with price as a secondary factor, using a best-value approach. Potential offerors must submit their proposals by March 14, 2025, with questions accepted until 9:00 AM on March 7, 2025, and must include three relevant past performance summaries from the past 36 months.
The contract is set aside for Service-Disabled Veteran-Owned Small Business under NAICS code 561421 for Telephone Answering Services. The current incumbent is General Infomatics, which has provided services since June 2020. The total current contract value is $5,108,783.90, with a base period from April 1, 2025, to September 30, 2025, followed by four potential one-year option periods extending through September 30, 2029. The contractor will be responsible for providing their own facilities, equipment, and staffing, with personnel required to have a Public Trust clearance level and complete 16-24 hours of government system training. Performance will involve handling approximately 8,300 annual calls and 1,500 weekly client referrals, with strict performance metrics including 99.99% annual system uptime and comprehensive medical support services.
Notice text
4 versions
Update #4 · Latest ·
The April 11th Notice of Award for solicitation #HT001425R0015- Switchboard Operator & Call Center Support Services, has been rescinded pending a GAO protest. A new Notice of Award will be posted once the protest has been resolved. Please hold your inquiries until such time.
Dr Miriam Railey
Contracting Officer
*************************************************************************************************************************************************
The purpose of this amendment is to execute the following:
- Update the Performance Work Statement
- Update all the CLIN descriptions
- Provide answers to questions submitted in response to the solicitation
////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////
The posting of this amendment was delayed due SAM.gov downtime.
THE PURPOSE OF AMENDMENT 1 TO THIS SOLICITATION IS TO CHANGE THE NAICS FROM 561422 to 561421.
//////////////////////////////////////////////////////////////////////////////////////
This requirement is to provide Hospital Telephone Switchboard Services and Call Center Support Services in support of Walter Reed National Military Medical Center (WRNMMC). Please see the solicitation document, the Performance Work Statement for further understanding of the requirement and completion criteria.
***************************************************************************************************
QUESTIONS MAY BE SUBMITTED UNTIL 9am FRIDAY, MARCH 7, 2025
Update #3 ·
The purpose of this amendment is to execute the following:
- Update the Performance Work Statement
- Update all the CLIN descriptions
- Provide answers to questions submitted in response to the solicitation
////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////
The posting of this amendment was delayed due SAM.gov downtime.
THE PURPOSE OF AMENDMENT 1 TO THIS SOLICITATION IS TO CHANGE THE NAICS FROM 561422 to 561421.
//////////////////////////////////////////////////////////////////////////////////////
This requirement is to provide Hospital Telephone Switchboard Services and Call Center Support Services in support of Walter Reed National Military Medical Center (WRNMMC). Please see the solicitation document, the Performance Work Statement for further understanding of the requirement and completion criteria.
***************************************************************************************************
QUESTIONS MAY BE SUBMITTED UNTIL 9am FRIDAY, MARCH 7, 2025
Update #2 ·
THE PURPOSE OF AMENDMENT 1 TO THIS SOLICITATION IS TO CHANGE THE NAICS FROM 561422 to 561421.
//////////////////////////////////////////////////////////////////////////////////////
This requirement is to provide Hospital Telephone Switchboard Services and Call Center Support Services in support of Walter Reed National Military Medical Center (WRNMMC). Please see the solicitation document, the Performance Work Statement for further understanding of the requirement and completion criteria.
***************************************************************************************************
QUESTIONS MAY BE SUBMITTED UNTIL 9am FRIDAY, MARCH 7, 2025
Update #1 ·
This requirement is to provide Hospital Telephone Switchboard Services and Call Center Support Services in support of Walter Reed National Military Medical Center (WRNMMC). Please see the solicitation document, the Performance Work Statement for further understanding of the requirement and completion criteria.
***************************************************************************************************
QUESTIONS MAY BE SUBMITTED UNTIL 9am FRIDAY, MARCH 7, 2025
Attachments
| File | Type | Posted |
|---|---|---|
| Questions to Solicitation HT001425R0015 Final.docx | DOCX document | |
| DHA_PWS_Hospital Telephone Switchboard Operator 3_7_25.docx | DOCX document | |
| HT001425R0015-0002.pdf | ||
| HT001425R0015-P00001.pdf | ||
| Attachment 1 - Addenda to FAR Clauses 52.212-1 and 52-212-2.docx | DOCX document | |
| Attachment 2 - DHA_PWS_Hospital Telephone Switchboard Operator.pdf | ||
| HT001425R0015 Solicitation.pdf | ||
| Attachment 3 - PPS Template.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Switchboard Operator Services & Call Center | Award Notice | |
| Switchboard Operator Services & Call Center | Award Notice | |
| Switchboard Operator Services & Call Center | Solicitation |
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