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, Network Contracting Office 10, is soliciting proposals for After Hours Call Center services for the Richard L. Roudebush (RLR) VA Medical Center in Indianapolis, IN. This is a Firm Fixed Price contract set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs). The contractor will provide comprehensive operator call answering and information services. Offers are due by June 15, 2026.
Scope of Work
The selected contractor will provide directory assistance, paging, locator information, general hospital information, message center services, and patient information, ensuring HIPAA compliance. Services include answering an estimated 300 calls per day within 30 seconds by a live person. Coverage is required Monday-Friday from 4:30 p.m. to 7:30 a.m., and 24-hour coverage on Saturdays, Sundays, and federal holidays. The contractor must establish contingency plans for system failure, utilize VA-provided tools, and ensure agents have VPN access. Contractor is responsible for computer peripherals and a reliable internet connection.
Contract Details
- 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.
- Set-Aside: Total Service-Disabled Veteran-Owned Small Business (SDVOSB). Offerors must be certified SDVOSBs in the SBA database at the time of offer and award.
- NAICS Code: 561421 - Telephone Answering Services, with a size standard of $19 Million.
Submission & Evaluation
- Offers Due: June 15, 2026, at 9:00 AM EDT.
- Questions Due: June 5, 2026, at 2:00 PM EST.
- Submission Requirements: Offerors must submit a signed SF1449, a completed price schedule, and the VA Notice of Limitations on Subcontracting Certificate of Compliance for Services.
- Evaluation: Award will be made using a comparative analysis approach to the responsible offeror whose proposal is most advantageous to the Government, considering price and past performance.
- Contact: Ms. Janel Tate, Contract Specialist, at Janel.Tate-Montgomery@va.gov.
Additional Notes
Electronic invoice submission is required via Tungsten Network. Contractor performance will be evaluated under the Contractor Performance Assessment Reporting System (CPARS).