R426--Telephone Switchboard Operator Service

SOL #: 36C24626Q0356Pre-Solicitation

Overview

Buyer

Veterans Affairs

Veterans Affairs, Department Of

246-NETWORK CONTRACTING OFFICE 6 (36C246)

HAMPTON, VA, 23667, United States

Place of Performance

Hampton, Virginia

NAICS

Telephone Answering Services (561421)

PSC

Communications Services (R426)

Set Aside

Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14) (SDVOSBC)

Original Source

https://sam.gov/opp/8a59fc0fcb26405290f8ae3eef4bdebc/view

Timeline

Posted

Feb 24, 2026

Last Updated

Mar 10, 2026

Response Deadline

Mar 13, 2026, 1:00 PM

Qualification Details

Fit reasons

NAICS alignment with historical contract wins in similar service areas.
Scope strongly matches core technical capabilities and delivery model.

Risks

Past performance thresholds may require one additional teaming partner.
Potential clarification needed on staffing minimums before bid/no-bid.

Next steps

Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.

Quick Summary

The Department of Veterans Affairs (VA), Network Contract Office 06, is soliciting quotes for Telephone Switchboard Operator Services for the Hampton VA Medical Center in Hampton, VA. This is a Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside. The solicitation, RFQ 36C24626Q0356, was issued on March 4, 2026. Quotes are due by March 13, 2026, at 9:00 AM EST.

Scope of Work

The contractor will provide all labor, management, and supervision for 24/7 telephone switchboard operator services. Key performance requirements include handling an estimated 40,000 calls per month, maintaining a daily abandonment rate of 5% or less, an average speed to answer under 30 seconds, and an average handle time not exceeding 35 seconds. Services encompass general information, personnel location, emergency call handling, paging system operation, and record maintenance. Operators must be customer-friendly and familiar with the VA healthcare system. A Program Manager and Program Coordinator are required, and all contractor employees will undergo background investigations (NACI).

Contract & Timeline

Contract Type: Request for Quotation (RFQ) for services.
Set-Aside: Service-Disabled Veteran-Owned Small Business (SDVOSB).
NAICS Code: 561421 (Telephone Answering Services) with a $19 Million small business size standard.
Period of Performance: One Base Year (April 1, 2026 – March 31, 2027) with four (4) one-year option periods, extending potentially through March 31, 2031.
Solicitation Issued: March 4, 2026.
Technical Questions Due: March 9, 2026, 9:00 AM EST.
Quotes Due: March 13, 2026, 9:00 AM EST.

Evaluation & Eligibility

Award will be based on Technical Acceptability, Past Performance, and Price. Offerors must submit a signed SF 1449, a separate quote breakdown, and acknowledge amendments. This acquisition is set aside for SDVOSBs. All offerors must be verified SDVOSB vendors in the SBA DSBS database and registered in the System for Award Management (SAM) under the applicable NAICS code at the time of quote submission.

Additional Notes

A Quality Assurance Surveillance Plan (QASP) outlines performance monitoring, including direct observation, periodic inspection, customer complaints, and random sampling, with Acceptable Quality Levels (AQLs) from 95% to 100%. A Wage Determination (WD 2015-4341 REV-32) is applicable, specifying minimum wage rates and fringe benefits for various occupations in the Hampton Roads, VA area, including a Health & Welfare rate of $5.55 per hour. Quotes must be emailed to James.Risbon@va.gov, with the subject line "RFQ 36C24626Q0356 Telephone Switchboard Operator Service." Telephone inquiries will not be accepted.