Call Center Consolidation Support - Department of Veterans Affairs - Request for Information (RFI)
SAM.GOV Due: June 12, 2025 at 04:00 PM UTC
In-Active Sources Sought Source Url

Summary

The Department of Veterans Affairs (VA) is seeking industry feedback through a Request for Information (RFI) to inform its planning and acquisition strategy for the consolidation and modernization of its enterprise call centers. This initiative aims to transition towards a unified, Veteran-centric service model capable of handling an annual call volume of 60 million. The work will involve workforce transformation, operational optimization, and technology integration, and the VA is looking for vendors with expertise in these areas. Contractors with experience in large-scale call center operations, technology solutions, and process optimization are encouraged to respond to this RFI to provide insights and best practices.
Description

UPDATE: The Department of Veterans Affairs (VA) greatly appreciates the responses received to this Request for Information (RFI). At this time VA continues to detail its current state, as well as establish its desired future state for contact centers. As such, there is no additional informat

Entities
VADO
Department of Veterans Affairs
NAICS
541512
Set Aside
None
Place of Performance
Point of Contact
Full Name Email Phone Type
Andrea Caltabilota [email protected] 8483775189 primary
Robert Kirzow [email protected] 8483775158 secondary
Attachments
  • VA+Call+Center+Consolidation+RFI.docx