After Hours Call Center

Summary (Newest Update)

Background The Department of Veterans Affairs, Network Contracting Office 10 is seeking to provide a service subscription plan for operator call answering services. The goal of the contract is to ensure effective after-hours switchboard coverage for the VA facilities. Work Details The contractor will be responsible for providing after-hours call center services, which includes operator call answering services. The contract will be structured as a firm, fixed price agreement with an abbreviated base year and three (3) one (1) year options, totaling up to 3.5 years of service if all options are exercised. Period of Performance The contract will commence upon award and will include an abbreviated base year followed by three (3) one (1) year options, potentially extending the total performance period to 3.5 years. Place of Performance The services will be performed at the Richard L. Roudebush Veterans Affairs Medical Center located at 1481 West 10th Street, Indianapolis, IN 46202, United States. Bidder Requirements Bidders must meet the Service-Disabled Veteran-Owned Small Business Concern (SDVOSBC) set-aside requirements. Specific qualifications related to staffing credentials and experience in providing telephone answering services may also be necessary. Incumbent Analysis (see Incumbents section for more detail) This opportunity appears to have a confirmed incumbent based on contract 36C25022C0040 awarded to Deborgem Enterprises for after-hours phone coverage services (value $687,490) with performance running from 01/01/22 through 06/30/26. The current requirement for after-hours call center/operator call answering and switchboard coverage at the VA facility is consistent with the prior “after hour phone coverage services,” suggesting the new effort may be a continuation or renewal of the same type of service subscription.