Veterans Experience Office | Contact Center Staffing Support | Bridge Contract Extension
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 Veterans Experience Office (VEO), is extending a non-competitive bridge contract with The Bowen Consulting Group, Inc., a small business, for Contact Center Staffing Support. This extension is critical to ensure uninterrupted services, particularly for Tier 1 suicide prevention and crisis intervention, during a pre-award protest related to the follow-on competitive acquisition. The extension is justified under 41 U.S.C. § 3304(a)(2) due to unusual and compelling urgency.
Scope of Work
The contract provides essential personnel, resources, and services for the VEO contact center. This support enables the contact center to efficiently address Veterans' inquiries, resolve issues, and provide timely assistance, including critical suicide prevention and crisis intervention services. The scope of work remains unchanged from the original contract.
Contract & Timeline
- Contract Number: 36C10X25C0002
- Contractor: The Bowen Consulting Group, Inc. (Small Business)
- Original Award Date (J&A): January 29, 2025
- Extension Period: Through August 5, 2026, with an option for up to six (6) additional months.
- Pricing: Current rates maintained.
- Total Obligated Value Increase: $31,134,666.52
- New Total Contract Value: $61,303,816.56
- Published Date: February 3, 2026
Justification & Impact
The extension is necessary due to an unusual and compelling urgency precluding full and open competition. A delay or interruption in these services would cause serious harm to the Government's ability to serve Veterans, leading to:
- Life-Safety Risks for Veterans in crisis.
- Operational Disruption to VA medical centers and offices.
- Loss of Public Trust.
- Data Loss and Program Impact on Veteran services improvement.
- Increased Risk of Homelessness and Financial Hardship for Veterans.
Additional Notes
This is a justification for a non-competitive modification, not a new solicitation. The extension is specifically to cover the period while a Court of Federal Claims (COFC) pre-award protest is pending for the competitive follow-on acquisition. For inquiries, contact Michael Stevens at michael.stevens5@va.gov or 202-876-7185.