VA FSC Customer Service Representative Support for Financial Operations and Payroll Services

The Department of Veterans Affairs Strategic Acquisition Center Frederick is seeking qualified vendors to provide comprehensive customer service representative support for Financial Operations and Payroll Services through a Request for Information/Sources Sought Notice (RFI/SSN). The contractor will deliver call center and help-desk services across two primary functional areas: the Financial Operations Service Customer Engagement Commercial Division (CECD) and the Financial Payroll Service's VA Time and Attendance System (VATAS) Customer Support team, handling phone and email inquiries from customers. Key objectives include providing knowledgeable and responsive support for CECD inquiries, delivering high-quality assistance for VATAS timekeeping and payroll-related matters, ensuring timely ticket triage and escalation, maintaining compliance with VA FSC policies and federal data-security requirements, and promoting positive customer experiences through professional communication. The government anticipates this requirement falls under NAICS code 561422 (Telemarketing Bureaus and Other Contact Centers) with PSC code R499 (Support, Professional: Other). Responses must not exceed 10 pages, submitted in Microsoft Word format with single-spaced, 12-point font and 1-inch margins to Michael.Collins7@va.gov or via GSA portal, with the deadline for responses set at May 4, 2026.

This opportunity is designated as a Service-Disabled Veteran-Owned Small Business Sole Source set-aside. The incumbent contractor is G2 Innovative Solutions, Inc. The contract encompasses comprehensive project management requirements, CECD support for approximately 193,098 annual calls and 158,716 emails, and VATAS support for 900 weekly calls and 8,854 monthly CRM tickets, with optional surge capacity at 10% above normal workload levels. Performance standards include 95% compliance thresholds for project management deliverables, 98% accuracy for labor time entry, 8-minute average call handling time, 3-minute speed of answer targets, and 2% rolled-over-not-answered rates. The contract operates Monday through Friday during central business hours, with CECD support from 7:15 AM to 4:15 PM and VATAS support from 7:00 AM to 7:00 PM, allowing full-time remote work with the option for the government to require on-site work at the Austin, Texas location with 30 business days' notice. The RFI/SSN is cross-posted on both SAM.gov and GSA eBuy, with vendors needing to submit only one response across either platform.