VA - Analytics and Workforce Management Support - MRAS

The Department of Veterans Affairs (VA), through its Veterans Experience Office (VEO) and Multi-Channel Technology (MCT) division, is focused on enhancing the Customer Experience (CX) for veterans and their families. The VEO's mission includes improving the various channels of interaction between the VA and its customers, which include veterans, their family members, service members, Veterans Service Organizations (VSOs), and other stakeholders. To achieve this goal, the VEO has established a Contact Center that provides public-facing services with support from both government and contractor staff. This initiative aims to catalyze positive changes within the VA by leveraging technology and innovative solutions.

The current solicitation seeks to engage a contractor to provide essential support in Analytics, Workforce Management (WFM), and Knowledge Management (KM) for the VEO Contact Center. These services are crucial for accurately forecasting contact center demand, creating informative KM articles for agents, and improving overall call center service delivery to veteran customers. The contractor will be responsible for ensuring that these components function efficiently to enhance customer interactions with the VA.

This contract will be structured as a Firm-Fixed Price (FFP) Task Order with a performance period comprising one 12-month base period followed by four 12-month option years. The place of performance is expected to be in proximity to VA facilities across the contiguous United States or remotely from home locations meeting specific internet connectivity requirements. Notably, no travel is anticipated under this contract.

Contractors will perform tasks of a non-personal nature without direct supervision from VA organizations to maintain professional boundaries and avoid any appearance of an employer-employee relationship with VA staff. This approach ensures that contracted personnel remain independent while providing valuable analytics and management support services necessary for optimizing the VEO Contact Center's operations.