R499--After Hours Call Center

The Department of Veterans Affairs is seeking after-hours call center services for the Richard L. Roudebush (RLR) VA Medical Center. This procurement is a 100% set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB) under solicitation number 36C25026Q0418. The selected contractor will manage incoming calls and routing during non-business hours to maintain communication for veterans and medical center stakeholders when administrative offices are closed. Key requirements include establishing Virtual Private Network (VPN) access and ensuring all personnel complete mandatory VA security and operational training. The solicitation package includes the SF-1449, a Performance Work Statement (PWS), a Price/Cost Schedule, and a Quality Assurance Surveillance Plan (QASP). Performance will be measured against specific metrics, and submissions must include the VA Notice of Limitations on Subcontracting certificate. The VA requires secure VPN access to internal systems for call processing. Provide after-hours call answering and routing services for the Richard L. Roudebush (RLR) VAMC.