Veterans Experience Office (VEO) Contact Center Amendment 0004

Closed Solicitation Posted Aug 27, 2025

This opportunity was awarded. See the award notice from May 7, 2026.

Solicitation number: 36C10X25R0032
Agency: VA Strategic Acquisition Center Frederick Headquarters, Department of Veterans Affairs
Responses due: Sep 15, 2025, 12:00 PM ET
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
Points of contact: Michael Stevens michael.stevens5@va.gov (202) 876-7185

Caitlin Ruc caitlin.ruc@va.gov (202) 281-0997

Notice details come from SAM.gov. Updated Sep 12, 2025.

About this opportunity

Written by GovTribe AI · Sep 12, 2025

The Department of Veterans Affairs Strategic Acquisition Center Frederick is seeking Contact Center Staffing Support for the Veterans Experience Office (VEO) through this solicitation issued under FAR Parts 12 and 15. The contractor will provide comprehensive 24/7/365 call center services supporting the Veterans Experience Office, Veterans Health Administration, and Veterans Benefits Administration, requiring staffing of 1 Program Manager, 1 Deputy Program Manager, 24 Supervisors, 5 Program Management Administrative Assistants, 24 Senior Agents, and 312 Call Agents to handle approximately 1.57 million calls annually. Key performance requirements include maintaining an abandonment rate under 4%, answering calls within two minutes, and providing multi-channel support through telephone, email, web chat, and translation services for Tier 1 and occasional Tier 2 support. The evaluation will assess offerors based on experience, past performance, and pricing, with proposals requiring three separate volumes covering these areas. The proposal submission deadline is September 15, 2025, at 12:00 PM EDT, following multiple amendments that extended the original deadline and addressed various contractor questions and clarifications.

This opportunity is set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB), with offerors required to be VetCert Verified and certified in SAM.gov under NAICS code 561422. The incumbent contractor is Bowen Consulting Group, currently holding a contract valued at $31,134,666.52, while the total anticipated contract value for this new procurement is approximately $25.5 million over the performance period. The contract structure includes a 12-month base period and four 12-month option years, running from February 2026 to February 2031, with a hybrid firm-fixed-price and labor hour arrangement. Personnel will work remotely using government-furnished equipment, with quarterly in-person training required in Frederick, Maryland, and all staff must obtain Tier 1 background investigations. Performance will take place primarily in Washington, DC, with remote work capabilities, and the government anticipates making an award before the end of calendar year 2025.

Notice text

5 versions

Update #5 · Latest · Sep 12, 2025

This is AMENDMENT 0004 to provide corrections to the Section B.3 Price/Cost Schedule to correct inconsistencies with CLINs 1001, 2001, 3001, and 4001.

This is AMENDMENT 0003 to provide Government responses to questions submitted prior to the deadline that were inadvertently excluded and remove FAR 52.222-55 Minimum Wages for Contract Workers Under Executive Order 14026 (JAN 2022).

This is AMENDMENT 0002 to provide Government responses to Contractor questions, update Attachment B - Past Performance References 3), make changes to the PWS, Clauses, and Evaluation Instructions, and to extend the proposal submission due date to September 15, 2025, by 12:00pm EDT.

This is AMENDMENT 0001 to remove conflicting information in Section E.1 Instructios to Offerors. Please see the attachment for more information.