This Sources Sought opportunity from Department Of Veterans Affairs was posted on January 12, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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R426 RFI - VEO Contact Center Staffing Support Services

Closed

36C10X24Q0085Federal

Submission Closed01/26/2024, 05:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 561422

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Provision of out of hours customer call centre services.

Solicitation # 2026/S 000-096246

Connexus Homes Limited is seeking a reliable and customer-focused supplier to provide out-of-hours emergency repairs call handling services for its customers in Herefordshire and Shropshire. The service is designed to ensure timely support during evenings, weekends, bank holidays, and other closure periods. The appointed provider must have proven experience within the UK social housing sector and will be responsible for professionally managing calls, assessing the urgency of issues, providing clear advice, recording information, and dispatching emergency repairs to internal teams or nominated contractors according to established protocols. The contract has an estimated total value of 212,000 GBP including VAT, with an initial performance period from April 1, 2027, to March 31, 2029. There is an option to extend the agreement for an additional two years until March 31, 2031, subject to satisfactory annual performance reviews. This opportunity is noted as particularly suitable for small and medium-sized enterprises. The procurement process follows a two-stage competitive flexible procedure. Stage 1 requires a Pre-Qualification Questionnaire and a written tender submission, with the top four scoring bidders advancing to Stage 2. The second stage involves a further written tender, a pricing submission, and a clarification meeting. The deadline for enquiries is October 30, 2026, and the final tender submission deadline is November 6, 2026, at 12:00 pm. All submissions must be made electronically in English.

Connexus Homes Limited

POSTED

9 days ago

DEADLINE

in 16 days

General Info

Agency

Department Of Veterans Affairs → Sac Frederick (36C10X)

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Martinsburg, WV, 25405, USA

Set-Aside

NONE

Documents

VEO Contact Center Contract RFI Questionnaire

rfi

High

VEO Contact Center Staffing and Support Services PWS

sow

High

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

1 update

PhaseClosed

PostedJan 12

Sources Sought

Notice updatedJan 12

The notice title changed. The notice description changed.

Response DeadlineJan 26

Deadline has passed

Submission Closed

01/26/2024, 05:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of Veterans Affairs → Sac Frederick (36C10X)

Contacts2 people available

OfficeFREDERICK, MD, 21703, USA

Organization / AgencyDepartment Of Veterans Affairs → Sac Frederick (36C10X)

Office AddressFREDERICK, MD, 21703, USA

Contacts

William Justiniano

Gary Ruc

Full Description

The range for this requirement is estimated to be between $140M to $180M. Please see the attached PWS and RFI Questionnaire attachment for additional information. The scope of this effort is mainly focused on obtaining contact center staffing for an established Tier 1 Level Contact Center leveraging existing contact center technology/tools. This does not include the requirement for IT hardware/software to include telephony or customer relationship management solutions. Tier 1 support includes being the first line of resolution for technical call inquiries and include answering general inquiries about VA benefits and services, directory assistance, communicating with customer through a variety of communication channels, basic assistance with navigation of online resources, triaging issues for proper disposition, escalation of issues beyond the Tier 1 level to the appropriate resource, documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues. The contractor shall provide staffing to tier one call centers to meet fluctuating call volume operating in varying environments including and up to 24/7 support. The contractor shall provide program management support and baseline contact center support including Service Recovery. Service Recovery is a new focus area in VA and the contact center is a leader in that change effort. Service Recovery is the process or reaction taken to return an aggravated, dissatisfied customer to a state of calm satisfaction. The contractor shall understand and have experience with the process of effectively engaging customers to recover the damage done from a prior poor customer experience. This could originate from direct (i.e., phone) and indirect (i.e., chat, text, survey) customer interactions. The contractor shall provide program, and management support to manage, monitor, and control all subsequent tasks initiated and completed by contractor staff to maintain VEO Contact Center service to Veterans, their beneficiaries, caregivers, survivors, and advocates. If escalation to Tier 2 is required due to the type of call, Tier 2 services would include specialized work requiring subject matter expertise of the Tier 2 call center agent. Examples of work for Tier 2 services include but are not limited to: check VA claim, report on the death of a Veteran, questions about disability compensation, change of address/email/phone on file with VA, change VA direct deposit information for disability compensation, pension benefits, or education benefits, payment inquiries, adding or changing spouse or other dependents, benefit letters. Other Tier 2 subject areas include but are not limited to: Programs for Homeless Veterans, First Party billing, and pharmacy inquiries, claim status, change of contact info, appeal info/status (most questions/inquiries related to CHAMPVA, Spina Bifida, Children of Women Vietnam Veterans, Foreign Medical Program, Community Care, Adverse Credit Reporting) If Tier 2 does not resolve the issue for the Veteran, then escalation to Tier 3 is required. Tier 3 service includes but are not limited to: Escalations and Service Recovery, Appeals calls, Live agent chat and videoconferencing Big Fix Screen sharing.