ContractSources Sought

R699--Dept of Veteran Affairs Customer Service Support

DEPARTMENT OF VETERANS AFFAIRS 36C10G25Q0113
Response Deadline
Aug 15, 2025
Deadline passed
Days Remaining
0
Closed
Set-Aside
Full & Open
Notice Type
Sources Sought

Contract Opportunity Analysis

The Department of Veterans Affairs (VA) is seeking qualified sources to provide Customer Service Support for its Office of Integrated Veteran Care (IVC) National Contact Center. The procurement aims to establish and manage customer service capabilities to handle approximately four million inbound calls annually from Veterans, beneficiaries, and non-Community Care Network providers, ensuring seamless integration with existing VA systems. This initiative is critical for enhancing healthcare operations and support for veterans, with a focus on compliance with federal security and privacy regulations. Interested parties must submit their responses to the Request for Information (RFI) by August 15, 2025, at 3:00 PM Eastern Time, to the designated contacts, Justin Sink and Terri Duenas, via email.

Classification Codes

NAICS Code
561422
Telemarketing Bureaus and Other Contact Centers
PSC Code
R699
SUPPORT- ADMINISTRATIVE: OTHER

Solicitation Documents

3 Files
Attachment B RFI Questions.docx
Word18 KB8/7/2025
AI Summary
The IVC Customer Service Support Procurement RFI is a request for information from the industry regarding customer service support, specifically focusing on healthcare operations for the VA. The RFI is structured into several sections, seeking detailed information on general company background, capabilities, and experience in both private and government healthcare customer service. Key areas of inquiry include past performance as a prime or subcontractor, experience with VHA, ability to provide key personnel, and potential subcontracting needs. The document also solicits feedback on the draft Performance Work Statement (PWS), including recommended contract types and necessary clarifications. Furthermore, it delves into contact center operations and strategy, covering staffing optimization, performance metrics, quality monitoring, and continuous improvement. It addresses customer experience, service recovery, and training, with an emphasis on veteran and vulnerable populations. Technology, automation, and integration, including AI, CRM systems, and cybersecurity, are also critical aspects. Finally, the RFI explores scalability, transition processes, risk mitigation, and innovative solutions implemented in healthcare contact centers.
Attachment A Draft PWS.docx
Word616 KB8/7/2025
AI Summary
The Department of Veterans Affairs (VA) is seeking a contractor to establish and manage customer service capabilities for its Office of Integrated Veteran Care (IVC) National Contact Center. This initiative aims to handle approximately four million inbound calls annually from non-Community Care Network (CCN) providers, Veterans, and beneficiaries. The contractor will be responsible for providing facilities, personnel, equipment, and systems, ensuring seamless integration with existing VA systems like CRM and Knowledge Management tools. Key responsibilities include managing inquiries, escalating complex issues to VA staff, conducting customer service support activities, and ensuring compliance with federal security and privacy regulations, including FedRAMP. The contract will have a six-month base period and multiple option periods, with phased call volume increases. The contractor must develop and adhere to an implementation plan, risk management plan, and standard operating procedures, with robust reporting and quality assurance measures in place. Travel to VA locations for meetings is anticipated during various phases of the contract.
36C10G25Q0113.docx
Word18 KB8/7/2025
AI Summary
The Department of Veteran Affairs (VA) has issued a Sources Sought Notice, RFI 36C10G25Q0113, to gauge the availability and technical capabilities of qualified sources for Customer Service Support. This Request for Information (RFI) also includes a DRAFT Performance Work Statement (PWS) for industry comments and questions. It is not a solicitation for proposals, and the government is not obligated to issue a solicitation or award a contract based on responses. All submissions are confidential and will not be returned. Responses are due by August 15, 2025, at 3:00 PM Eastern Time, New York, USA, and must be emailed to Terri.Duenas@va.gov and Justin.Sink@va.gov, referencing the RFI number, project identifier, and title in the subject line. This RFI is for informational and planning purposes only, in accordance with FAR 15.201(e).

Related Contract Opportunities

Project Timeline

postedOriginal Solicitation PostedAug 7, 2025
deadlineResponse DeadlineAug 15, 2025
expiryArchive DateAug 30, 2025

Agency Information

Department
DEPARTMENT OF VETERANS AFFAIRS
Sub-Tier
VETERANS AFFAIRS, DEPARTMENT OF
Office
STRATEGIC ACQUISITION CENTER FREDERICKSBURG (36C10G)

Point of Contact

Contract Specialist
Justin Sink

Official Sources