R499--After Hours Call Center
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
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), specifically the Richard L. Roudebush (RLR) VA Medical Center in Indianapolis, IN, is soliciting proposals for After Hours Call Center services. This Firm Fixed-Price contract is a Total Set-Aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs). The acquisition has an estimated value of $19 Million. Offers are due by June 2, 2026, at 9:00 AM EDT.
Scope of Work
The contractor will provide comprehensive after-hours call center services, including operator call answering, paging, locator information, general hospital information, message center services, and patient information, all while ensuring HIPAA compliance. Key requirements include:
- Answering an estimated 300 calls per day within 30 seconds by a live person.
- Providing services Monday-Friday from 4:30 p.m. to 7:30 a.m., and 24-hour coverage on Saturdays, Sundays, and federal holidays.
- Participating in staff meetings twice a month for one hour.
- Complying with VA Privacy and Information Security Awareness and HIPAA Focused Training.
- Establishing contingency plans for system failure.
- Utilizing VA-provided tools and software, with VPN access for agents.
- Contractors are responsible for providing computer peripherals (USB headset, monitors, keyboards, docking stations) and a reliable internet connection.
Contract Details
- Contract Type: Firm Fixed Price
- Period of Performance: A base period from July 1, 2026, through September 30, 2026, followed by four (4) one-year option periods.
- Estimated Value: $19 Million for the acquisition.
- NAICS Code: 561421 - Telephone Answering Services
- Size Standard: $19 Million
Submission & Evaluation
- Offers Due: June 2, 2026, at 9:00 AM EDT.
- Questions Due: May 20, 2026, at 9:00 AM EDT.
- Evaluation: Comparative analysis, with award made to the responsible offeror whose proposal is most advantageous to the Government, considering price and past performance.
- Required Submissions: Signed SF1449, completed price schedule, and VA Notice of Limitations on Subcontracting Certificate of Compliance for Services.
Eligibility & Notes
- This is a Total Set-Aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs). Offerors must be certified SDVOSBs listed in the SBA certification database at the time of offer and award.
- Electronic invoice submission is required via Tungsten Network.
- Contractor performance will be evaluated under the Contractor Performance Assessment Reporting System (CPARS).
- Contact: Janel N Tate-Montgomery, Contracting Officer, janel.tate-montgomery@va.gov.