Telephone Operator Support Services l KCVA | Base plus four (4) option years

The Department of Veterans Affairs Network Contracting Office has issued solicitation 36C25526Q0654 for a firm-fixed-price contract to provide 24/7 on-site telephone operator and telecommunications support services for the Kansas City VA Medical Center and its associated sites. This requirement is 100% set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB) under NAICS code 561421. The contract structure consists of a base year starting October 1, 2026, with four optional extension years. The contractor is responsible for providing all personnel, management, and resources to handle internal and external call routing, emergency communications, alarm monitoring, and message delivery. Performance is measured against strict service levels, including an average speed of answer of 10 seconds or less, a maximum ring duration of 30 seconds, and an abandonment rate below 5 percent. Award decisions will be based on the most advantageous offer to the government, where non-price factors—specifically staffing and key personnel, the training plan, and quality review processes—are significantly more important than price. The contractor must adhere to rigorous security and privacy standards, including HIPAA compliance, VA cybersecurity directives, and personnel vetting. Invoicing is managed electronically through the Tungsten EIPP system, and performance is monitored via a Quality Assurance Surveillance Plan using a rating scale from Unacceptable to Superior.