Veterans Experience Office (VEO) Contact Center   3

Background
The Veterans Experience Office (VEO) within the Department of Veterans Affairs (VA) is responsible for enhancing customer experience through various channels.

The VEO Contact Center aims to provide support to Veterans, their families, and stakeholders by offering a range of public-facing services. The contract seeks to improve the efficiency and effectiveness of these services, particularly in light of increasing call volumes and the need for comprehensive support across multiple VA programs.

Work Details
The Contractor shall provide contact center support, performance-related data, and operational program management for an established contact center that handled 1.57 million calls in fiscal year 2024. Key tasks include:
1. Leveraging existing Government technology/tools such as Telephony, CRM, WFM, QM, KM, CS, DV, and training.
2. Operating multi-channel operations to respond to inquiries related to Veteran benefits and healthcare via telephone, email, web chat, and other channels.
3. Managing real-time monitoring of incidents and communication with VEO leadership.
4. Implementing Service Recovery processes to engage customers effectively after poor experiences.
5. Providing 24/7 call volume support while ensuring quality customer service.
6. Offering technical support for the VA website and assisting with navigation and referrals.
7. Performing Tier 1 call center services including directory assistance and basic technical support, with potential Tier 2 work during surge situations requiring specialized assistance.

Period of Performance
The contract will have a base period of one year followed by four optional one-year extensions, starting from February 6, 2026.

Place of Performance
The work will be performed remotely or within proximity (50 miles) of a VA facility capable of providing on-site technology support.