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Veterans Experience Office (VEO) Contact Center Amendment 0004   3

ID: 36C10X25R0032 • Type: Synopsis Solicitation • Match:  100%
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Description

Posted: Sept. 12, 2025, 4:46 p.m. EDT

This is AMENDMENT 0004 to provide corrections to the Section B.3 Price/Cost Schedule to correct inconsistencies with CLINs 1001, 2001, 3001, and 4001.

This is AMENDMENT 0003 to provide Government responses to questions submitted prior to the deadline that were inadvertently excluded and remove FAR 52.222-55 Minimum Wages for Contract Workers Under Executive Order 14026 (JAN 2022).

This is AMENDMENT 0002 to provide Government responses to Contractor questions, update Attachment B - Past Performance References 3), make changes to the PWS, Clauses, and Evaluation Instructions, and to extend the proposal submission due date to September 15, 2025, by 12:00pm EDT.

This is AMENDMENT 0001 to remove conflicting information in Section E.1 Instructios to Offerors. Please see the attachment for more information.

This Request for Proposal issued under FAR Parts 12 and 15, seeks Contact Center Staffing Support for the Veterans Experience Office. Please see the attached documents for additional information.

Posted: Sept. 5, 2025, 3:35 p.m. EDT
Posted: Sept. 4, 2025, 5:09 p.m. EDT
Posted: Aug. 28, 2025, 4:40 p.m. EDT
Posted: Aug. 27, 2025, 4:30 p.m. EDT
Background
The Department of Veterans Affairs (VA) Veterans Experience Office (VEO) is seeking Contact Center Staffing Support to enhance customer experience through various channels.

The VEO's Contact Center plays a crucial role in providing public-facing services, handling approximately 1.57 million calls annually. This contract aims to support the VA's mission by ensuring effective communication and assistance for Veterans, their families, and stakeholders.

Work Details
The contractor will provide comprehensive contact center staffing support, including personnel management, supervision, equipment, and materials necessary for service delivery. Key tasks include:
- Staffing a 24/7/365 call center to handle inquiries related to VA benefits and services.
- Providing Tier 1 call center services such as directory assistance, general information about VA benefits, basic technical support for VA.gov navigation, and referrals for crisis situations.
- Assigning a Program Manager, Deputy Program Manager, Supervisors, Program Management Administrative Assistants (PMAAs), Senior Agents, and Call Agents as per the staffing requirements outlined in the Performance Work Statement (PWS).
- Ensuring compliance with VA Workforce Management scheduling requirements and maintaining high-quality customer service standards.
- Utilizing existing government technology tools for operations including telephony and CRM systems.
- Conducting real-time monitoring of service incidents and communicating issues to leadership.

Period of Performance
The contract will consist of one 12-month base period followed by four optional 12-month periods, starting from February 6, 2026.

Place of Performance
Services will be performed remotely with contractors required to have high-speed internet access within proximity (50 miles) of a VA facility.

Overview

Agency
Strategic Acquisition Center Frederick (SAC) [VA - HQ]
Response Deadline
Sept. 15, 2025, 12:00 p.m. EDT (original: Sept. 11, 2025, 10:00 a.m. EDT) Past Due
Posted
Aug. 27, 2025, 4:30 p.m. EDT (updated: Sept. 12, 2025, 4:46 p.m. EDT)
Set Aside
Service Disabled Veteran Owned Small Business (SDVOSBC)
NAICS
561422 - Telemarketing Bureaus and Other Contact Centers
PSC
R499 - Support- Professional: Other
Place of Performance
Washington, DC United States
Source
Open
Current SBA Size Standard
$25.5 Million
Pricing
Likely Fixed Price
Est. Level of Competition
Average
Est. Value Range
Experimental
$20,000,000 - $60,000,000 (AI estimate)
On 8/27/25 Strategic Acquisition Center Frederick issued Synopsis Solicitation 36C10X25R0032 for Veterans Experience Office (VEO) Contact Center Amendment 0004 due 9/15/25. The opportunity was issued with a Service Disabled Veteran Owned Small Business (SDVOSBC) set aside with NAICS 561422 (SBA Size Standard $25.5 Million) and PSC R499.
Primary Contact
Name
Michael Stevens   Profile
Email
michael.stevens5@va.gov
Phone
(202) 876-7185

Secondary Contact

Name
Caitlin Ruc   Profile
Email
caitlin.ruc@va.gov
Phone
(202) 281-0997

Documents

Posted documents for Synopsis Solicitation 36C10X25R0032

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Additional Details

Source Agency Hierarchy
VETERANS AFFAIRS, DEPARTMENT OF > VETERANS AFFAIRS, DEPARTMENT OF > SAC FREDERICK (36C10X)
FPDS Organization Code
3600-0010X
Source Organization Code
100173467
Last Updated
Oct. 1, 2025
Last Updated By
michael.stevens5@va.gov
Archive Date
Sept. 30, 2025