Customer Service and Beneficiary Support Center

The contract seeks a subcontractor to operate a 24/7 customer service center dedicated to supporting Active Duty Service Members with a full range of benefits-related services, including enrollment assistance, claims status inquiries, provider directory access, and grievance resolution. The center must be fully functional around the clock to ensure timely and accurate support to service members regardless of time zone or operational schedule, requiring robust staffing, secure systems, and trained personnel knowledgeable in military healthcare programs. Performance must adhere to high standards of service quality, data privacy, and responsiveness to meet the unique needs of the Department of Defense’s beneficiary population. This opportunity is issued under the Defense Health Agency with a NAICS code of 561422 for call center and customer support services. The solicitation was posted on April 24, 2026, with responses due by May 13, 2026, at 11:00 PM Eastern Time. The place of performance and exact location details are not specified, allowing flexibility in operational setup as long as service requirements are met nationwide. The contract is structured as a subcontract, indicating the successful offeror will work under a prime contractor rather than directly with the government, and no set-aside provisions are currently designated for small businesses or other categories. All proposals must demonstrate proven experience in delivering high-volume, mission-critical customer support within a government or military healthcare context.