R699--Dept of Veteran Affairs Customer Service Support

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.

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.

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).