Veterans Experience Office (VEO) Contact Center
Closed Pre-Solicitation Posted
This opportunity was awarded. See the award notice from , or the latest solicitation from .
- Solicitation number
- 36C10X25R0032
- Agency
-
VA Strategic Acquisition Center Frederick
Headquarters, Department of Veterans Affairs
- Responses due
- Set-aside
- Service-Disabled Veteran-Owned Small Business
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- PSC
- R499 Support- Professional: Other
- Place of performance
- Washington, District of Columbia, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of Veterans Affairs Strategic Acquisition Center Frederick is seeking a contractor to operate the Veterans Experience Office (VEO) Contact Center, providing comprehensive multi-channel contact center support for VA organizations including the Veterans Health Administration, Veterans Benefits Administration, and Office of Integrated Veteran Care. The contract requires 24/7/365 operations with Tier 1 and occasional Tier 2 customer service, handling inquiries about VA benefits, healthcare, compensation, directory assistance, technical website support, and language translation services across multiple communication channels. Contractors must maintain a fully remote workforce located within 50 miles of VA facilities, utilize government-furnished equipment and technology platforms, and demonstrate strong performance management and service recovery capabilities. This is currently a draft solicitation with questions due by July 31, 2025, and the formal solicitation will be released at a later date to be determined. The procurement follows standard federal contracting evaluation processes with past performance references and questionnaires required for assessment.
This opportunity is designated as a 100% set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB) under NAICS code 561422. The current incumbent contractor is Bowen Consulting Group, which handled approximately 1.57 million calls in FY24 and 1.4 million calls in FY23. The total contract value is $25.5 million over five years, structured as a 12-month base period with four 12-month option years running from February 2026 to February 2031. The contract requires 367 full-time equivalent personnel, including 312 agents, 24 supervisors, 24 senior agents, 1 program manager, 1 deputy program manager, and 5 Program Management Administrative Assistants. Additional surge support options are available through separate contract line items to accommodate unexpected increases in call volume during specific events or service expansions.
Notice text
2 versions
Update #2 · Latest ·
This is a draft solicitation for the Veterans Experience Office (VEO) Contact Center. This is NOT the formal solicitation. Please review the draft solicitation and submit questions prior to the due date and time identified in Box 20 of the SF1449. The formal solicitation will be released at a later date which is to be determined.
08/11/2025 Provided Goverment responses to industry questions.
08/12/2025 Provided updated Government responses to industry questions.
Update #1 ·
This is a draft solicitation for the Veterans Experience Office (VEO) Contact Center. This is NOT the formal solicitation. Please review the draft solicitation and submit questions prior to the due date and time identified in Box 20 of the SF1449. The formal solicitation will be released at a later date which is to be determined.
Files
| File | Type | Posted |
|---|---|---|
| Government Responses to Questions v2 Updated.xlsx | XLSX spreadsheet | |
| Government Responses to Questions.xlsx | XLSX spreadsheet | |
| ATTACHMENT B - PAST PERFORMANCE REFERENCES.pdf | ||
| 36C10X25R0032 Draft Solicitation.docx | DOCX document | |
| ATTACHMENT A - CONTRACTOR RULES OF BEHAVIOR.docx | DOCX document | |
| ATTACHMENT C - PAST PERFORMANCE QUESTIONNAIRE.pdf | ||
| ATTACHMENT D Price Schedule.xlsx | XLSX spreadsheet |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Veterans Experience Office (VEO) Contact Center Amendment 0004 | Award Notice | |
| Veterans Experience Office (VEO) Contact Center Amendment 0004 | Solicitation | |
| This notice | Pre-Solicitation |
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