Switchboard Operators Services

The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 16 is soliciting proposals for comprehensive switchboard operator services at the Michael E. DeBakey Veterans Affairs Medical Center in Houston, Texas. The contractor must provide 24/7 telephone switchboard operations, including handling emergency calls, monitoring alarms, managing communication systems, and ensuring at least 7 operators during peak hours and 2 operators during non-peak hours. Contractors are required to have a minimum of 3 years of past experience in similar services and must maintain a working supervisor with substantial telephone operating experience. Evaluation criteria will assess past performance through detailed questionnaires rating overall quality, delivery performance, service quality, problem resolution, and personnel quality on a 1-5 scale. The solicitation deadline is September 4, 2025 at 1:00 PM Central Time, with past performance questionnaires due by 1:30 PM CST on the same date.

This opportunity is set aside exclusively for certified Service-Disabled Veteran-Owned Small Businesses under NAICS code 561421 for telephone answering services. The contract structure includes a base period from September 15, 2025 to September 14, 2026, with four additional 12-month option periods extending through September 14, 2030, creating a potential five-year engagement. The estimated total contract value is approximately $19 million over the full performance period. Contractors must meet stringent operational standards, including answering calls within three rings and responding immediately to emergency situations. All services will be performed at the medical center located at 2002 Holcombe Boulevard, Houston, TX 77030, and successful offerors must be registered in both SAM.gov and VetCert while complying with limitations on subcontracting requirements.