R499--VEO Contact Center
ID: 36C10X25Q0033Type: Sources Sought
Overview

Buyer

VETERANS AFFAIRS, DEPARTMENT OFVETERANS AFFAIRS, DEPARTMENT OFSAC FREDERICK (36C10X)FREDERICK, MD, 21703, USA

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

SUPPORT- PROFESSIONAL: OTHER (R499)

Original Source

https://sam.gov/opp/6a139e7a90184004a4f5d90e47ac05e0/view
Timeline
    Description

    The Department of Veterans Affairs (VA) is seeking information from qualified vendors to support the Veterans Experience Office (VEO) Contact Center through a Sources Sought Notice. The primary objective is to identify capable small business vendors, particularly Service-Disabled Veteran Owned Small Businesses (SDVOSB) and Veteran Owned Small Businesses (VOSB), to provide Tier 1 contact center staffing that addresses technical inquiries and general information about VA services across multiple communication channels. This initiative is crucial for enhancing customer service delivery to Veterans and their families, ensuring effective service recovery, and managing fluctuating call volumes in a 24/7 operational environment. Interested parties must submit their responses, including a comprehensive capability statement, by January 15, 2025, to the designated contacts, Michael Stevens at Michael.Stevens5@va.gov and Caitlin Ruc at Caitlin.Ruc@va.gov.

    Point(s) of Contact
    Michael StevensContract Specialist
    (202) 876-7185
    Michael.Stevens5@va.gov
    Files
    Title
    Posted
    36C10X25Q0033.docx
    The U.S. Department of Veterans Affairs (VA) is issuing a Sources Sought Notice for market research aimed at gathering information from Service-Disabled Veteran Owned Small Businesses (SDVOSB), Veteran Owned Small Businesses (VOSB), and other small business vendors to support the Veterans Experience Office (VEO) Contact Center. The objective is to explore potential staffing solutions for Tier 1 support, which includes addressing technical inquiries, providing general information about VA services, and managing customer engagement across various communication channels. The contractor will be responsible for staffing a 24/7 call center that manages fluctuating call volumes and ensures effective customer service recovery for dissatisfied Veterans. This notice is not a solicitation; rather, it intends to identify capable vendors that can fulfill these requirements while exploring potential existing contract vehicles for service execution. Responses to this request should be submitted by January 15, 2025, and must include a comprehensive capability statement and information on vendor qualifications. The RFI process is designed to inform future contracts, enhancing the services provided to Veterans and their families across VA's integrated support systems.
    Attachment 1 - Performance Work Statement Draft.pdf
    The Department of Veterans Affairs (VA) seeks contractor support through a Performance Work Statement (PWS) focused on enhancing customer experience at its Contact Center. The contractor is tasked with managing contact center operations for the Veterans Experience Office, Veterans Health Administration, and Veterans Benefits Administration, requiring multi-channel support for inquiries related to healthcare and benefits. The contract includes a firm-fixed-price structure with a one-year performance period. The contractor must meet fluctuating call volumes, execute service recovery processes, and utilize existing VA technologies. Key responsibilities involve providing program management, operational reporting, and ensuring compliance with quality standards. The contractor will also facilitate training and onboarding for staff, ensuring adherence to security requirements set by the VA. Performance metrics will be closely monitored to ensure high-quality service delivery, with specific targets outlined for customer satisfaction and efficiency. Overall, this initiative reflects VA’s commitment to enhancing service delivery to Veterans and their families while maintaining strict operational standards.
    Attachment 2 - VEO Contact Center RFI Questionairre.docx
    The VEO Contact Center RFI Questionnaire seeks information from potential vendors regarding their capabilities to support the Veterans Experience Office's (VEO) call center operations. Key areas of inquiry include the industries supported, types of call center operations managed, personnel and staffing experiences, and strategies to minimize employee burnout while maintaining performance metrics. The document further emphasizes the importance of partnerships for seamless operational transitions, effective onboarding processes for VA employees, and robust hiring and screening methodologies. Additionally, vendors are asked about their experience with government contracts, technology utilization, and managing surge demands. This questionnaire aims to gather comprehensive insights to evaluate potential contractors for effective service delivery to veterans and their families, ensuring operational efficiency and high-quality outcomes in meeting critical service demands.
    Attachment 3 - Estimated Pricing Template.xlsx
    The document outlines an Estimated Pricing Template associated with a federal Request for Proposals (RFP) or grant applications, specifically focusing on labor categories and their estimated hourly rates. It lists several job titles, including Program Manager, Deputy Program Manager, Administrative Assistant, Supervisors, and Agents, but does not provide specific hourly rates. This template serves as a framework for potential contractors to indicate their pricing for the designated roles, essential for budget estimation and financial planning in response to RFPs or grants. The absence of rate entries suggests it may be preliminary or intended for bidders to fill in their proposed costs. Overall, this document is critical in facilitating cost transparency and ensuring that budgeting aligns with government project expectations.
    Lifecycle
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    R499--VEO Contact Center
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