Philadelphia VAMC Phone Answering Services   2

Background
The Philadelphia Veterans Affairs Medical Center (VAMC) is seeking to procure Telephone Answering Services as part of its mission to provide high-quality care to veterans.

This solicitation is issued as a combined synopsis/solicitation for commercial products and services, prepared in accordance with which aims to streamline the evaluation and solicitation process for such services. The contract is set aside for 100% Service-Disabled Veteran-Owned Small Businesses (SDVOSB).

Work Details
The contractor will be responsible for providing 24/7 phone answering services, ensuring coverage across all shifts in accordance with the Performance Work Statement (PWS). Specific tasks include:
- Answering incoming calls from veterans and their families, providing information and directing calls to appropriate departments.
- Maintaining a high level of customer service and professionalism in all interactions.
- Adhering to the Quality Assurance Surveillance Plan (QASP) to ensure service quality standards are met.
- Ensuring compliance with all applicable federal laws, regulations, and VA directives regarding information security and privacy.

Period of Performance
The contract will have a base period of performance from February 26, 2026, through February 25, 2027, with one six-month option extending from February 26, 2027, through August 31, 2027.

Place of Performance
The services will be performed at the Philadelphia VAMC located at 3900 Woodland Ave., Philadelphia, PA 19104.