VA FSC Customer Service Representative Support for Financial Operations and Payroll Services

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide call center and help-desk services delivering timely, accurate, and customer-focused support for two VA FSC functional areas: Financial Operations Service (FOS) Customer Engagement Commercial Division (CECD) and Financial Payroll Service's (FPS) VA Time and Attendance System (VATAS) Customer Support.

• Provide comprehensive Customer Service Representative (CSR) support for VA FSC.

• Respond to customer inquiries, assist with system access and navigation, document interactions, and ensure adherence to VA policies, procedures, and security requirements.

• Support includes CECD financial operations and VATAS time and attendance functions.

• Services cover Tier 1 support for CECD's Station Support and Vendor Support (Provider & Customer) areas.

• Support for VATAS includes timekeeping, leave, attendance, and payroll-related functions.

• Ensure consistent responsiveness, accurate handling of inquiries, and reliable assistance.

• Adherence to established workflows and escalation protocols.

• Compliance with VA FSC policies, procedures, and federal data-security requirements.

• Specific performance metrics and acceptable quality levels (AQLs) are detailed throughout the document, covering areas like response times, accuracy, and documentation.

• Base Period: Effective Date of Award through 12 Months of Performance.

• Four Option Periods, each 12 Months.

• Primary place of performance is on-site at the VA Financial Services Center (FSC) in Austin, Texas, with authorized full-time remote work.

• Contractor personnel must meet specific background investigation and security requirements.

• Adherence to IT security requirements, including VA information system access and data protection.

• Mandatory training on VA Cyber Security, privacy, and records management.

• Continuity of Operations Plan (COOP) requirements and telework policies.

• Key Personnel requirements are outlined with specific qualifications.

Request for Information (RFI) / Sources Sought Notice

This RFI/SSN is issued solely for planning purposes and does not constitute a solicitation. Its primary goal is to gather information for requirement development and market research to inform future acquisition decisions. The U.S. Government is not seeking a solicitation response at this time and will not accept quotes, proposals, or bids. Responders will not be provided with answers to inquiries.

• No Costs Incurred: The U.S. Government will not pay for any costs associated with responding to this RFI/SSN. All costs are at the interested party's expense.
• No Obligation to Respond: Not responding to this RFI/SSN does not preclude future participation in any solicitation.
• Submission Method: Responses should be emailed to Michael.Collins7@va.gov if responding from SAM.gov. Respond via the GSA portal otherwise. No phone calls will be accepted.
• Response Format: Responses should not exceed 10 pages, single-spaced, 12-point font, with 1" margins. If AI is used in the response, its use must be clearly indicated and primarily confined to enhancing clarity.

Respondents are asked to provide:

A. Qualifications and General Information:

• Entity details (name, address, SAM UEI, business size, etc.)
• Identification of relevant GSA MAS, Federal Supply Schedules, OASIS IDIQ, IHT IDIQ, VECTOR IDIQ, or Oasis Contracts.
• If a VOSB/SDVOSB, provide SBA VetCert status.
• A statement of core business competencies and suitability for meeting draft PWS requirements, including ability to perform with subcontractor assistance.
• Information on commercial availability, pricing, delivery schedules, terms, and warranties.
• Indication of interest in competing as a prime contractor, including any teaming or subcontracting arrangements.
• Note: Generalized "Spec-Sheets" or mass-produced capability documents are not sought.

B. Requirement Comments and Questions:

• Input regarding the DRAFT Performance Work Statement (PWS), to be provided using Microsoft Word Comment tool.
• Recommended NAICS, MAS, or PSC codes with justification.
• Questions regarding the PWS (note: these will not be answered but may refine future documents).

C. Experience:

• Details of similar completed or ongoing projects (title, scope, dollar value, prime contract type, customer POC, brief description, respondent roles).

D. General Information:

• Considered NAICS Code: 561422 - Telemarketing Bureaus and Other Contact Centers.

• Anticipated PSC: R499 – Support, Professional: Other.

• PWS - DRAFT