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Page 2 of 2 Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Multi-Channel Technologies (MCT) VEO Contact Center Support Request for Information THIS IS A REQUEST FOR INFORMATION (... Page 2 of 2 Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Multi-Channel Technologies (MCT) VEO Contact Center Support Request for Information THIS IS A REQUEST FOR INFORMATION (RFI) ONLY (as defined in FAR 15.201(e)) for Service-Disabled Veteran Owned Small Business (SDVOSB), Veteran Owned Small Business (VOSB), and all other Small Business. This is not a solicitation, and a solicitation is not available at this time. Requests for a solicitation will not receive a response. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received, provide feedback to respondents with respect to any information submitted, or respond to any questions or comments that may be submitted in response to this RFI. This notice does not constitute a commitment by the United States Government and does not obligate the Government to award a contract or otherwise pay for the information provided in response. Responders are solely responsible for all expenses associated with responding to this RFI. The purpose of this RFI is for Market Research and to gather input for use in further defining the requirement, and to identify interested and potentially capable small business vendors able to provide contact center staffing for an established Tier 1 Level contact center leveraging existing contract center technology/tools. Tier 1 support includes being the first line of resolution for technical call inquiries and include answering general inquiries about the Department of Veterans Affairs (VA) benefits and services, directory assistance, communicating with customer through a variety of communication channels, basic assistance with navigation of online resources, triaging issues for proper disposition, escalation of issues beyond the Tier 1 level to the appropriate resource, documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues. The contractor shall provide staffing to Tier 1 call centers to meet fluctuating call volume operating in varying environments including and up to 24/7 support. The contractor shall provide program management support and baseline contact center support including Service Recovery. Service Recovery is a new focus area in VA and the contact center is a leader in that change effort. Service Recovery is the process or reaction taken to return an aggravated, dissatisfied customer to a state of calm satisfaction. The contractor shall understand and have experience with the process of effectively engaging customers to recover the damage done from a prior poor customer experience. This could originate from direct (i.e., phone) and indirect (i.e., chat, text, survey) customer interactions. The contractor shall provide program, and management support to manage, monitor, and control all subsequent tasks initiated and completed by contractor staff to maintain the Veterans Experience Office (VEO) contact center service to Veterans, their beneficiaries, caregivers, survivors, and advocates. Additionally, the Government aims to determine if any existing contract vehicles for executing the proposed tasks would be a viable pathway. The details of the forementioned requirement are found in RFI Attachment 1: Performance Work Statement Draft. 1. BACKGROUND: The VA, VEO, Multi-Channel Technology (MCT) is charged with enhancing customer experience through the various channels through which VA and its customers interact. Since its inception, MCT has connected VA s lines of business and Office of Information and Technology (OIT) to catalyze change and develop solutions that address the needs of Veterans, their family members, service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders. VEO s contact center provides a variety of public facing services through the work of both Government and Contractor Full Time Equivalent (FTE) staff. The Veterans Health Administration (VHA) is the largest integrated health care network in the United States, with 1,294 health care facilities serving over 9 million enrolled Veterans each year. When VA cannot provide the care needed, VA authorizes care to Veterans and eligible beneficiaries using community resources, referred to as Community Care for Veterans and Family Member Program (VFMP) for family member beneficiaries. The VHA Office of Integrated Veteran Care (IVC) is responsible for the management of the Veteran Community Care Program (VCCP). The Veterans Benefits Administration (VBA) provides a variety of benefits and services to service members, Veterans, and their families. VBA seeks to understand the unique issues Veterans face and are here to help Veterans and eligible dependents to obtain compensation, education, health care, home loan, insurance, pension, vocational rehabilitation and employment, and burial and memorial services. The VBA support line is the initial point of contact for Veterans and their families to get started on applying for eligible benefits. With all three organizations requiring call center support, this Performance Work Statement (PWS) hopes to capture as much of the common requirements as possible and create synergy to better help each organization support our Veterans and their families. Planned Production: Second Quarter of Fiscal Year (FY) 26 Delivery Period: Second Quarter of FY26 to Second Quarter of FY30 * The information provided in the RFI is subject to change and is not binding on the Government. INSTRUCTIONS FOR RESPONDING TO THIS RFI: CONFIDENTIALITY: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). Response Format/Page Limitations: The overall total page limit for responses to this RFI is five (5) pages. Responses should be submitted in Microsoft Word format with 12 pt. Interested parties should limit marketing material to allow sufficient space for adequately, directly, and substantively responding with the information of most interest to the Government. Responses may also optionally include the provision of resumes of qualified personnel that demonstrate expertise in the domains. Resumes will not count towards the page limit. The page limit will not count against the information contained in the RFI Attachment 2 VEO Contact Center RFI Questionnaire. Please be advised that all submissions become Government property and will not be returned. COVER SHEET 1 PAGE: Please provide the following information: Organization name, address, and web site. Point of contact (POC) to include e-mail address and telephone number. Business size (large or small). If small, please provide type of small business. North American Industry Classification System (NAICS) that best fits these task areas. Company Tax ID Number (TIN) Company CAGE Code and System for Award Management (SAM) Unique Entity ID If applicable, GSA contract number and Multiple Award Schedule (MAS). INDEX 1 PAGE: Please provide an index to assist the Government in identifying where you have addressed each question below in your Capabilities Statement. Please provide question number corresponding page and section heading and/or paragraph number. Section 1 shall provide administrative information, and shall include the following at a minimum: Name, mailing address, overnight delivery address (if different from mailing address), phone number, fax number, and e-mail of designated POC. The number of pages in Section 1 shall not be included in the 5-page limit. The 5-page limit begins after the completion of Section 1 (Cover Sheet and Index). In all correspondence relevant to this RFI please identify it as a response to the VEO Contact Center Acquisition in the response and Subject Line of the email). Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. Respondents are requested to limit responses to the information, and in the format provided below. Companies are encouraged to include any relevant information (specifications, cut sheets, brochures, capability statement, previous experience etc.) to confirm the company s ability to meet the requirements outlined in this request. 3. CAPABILITY AND EXPERIENCE INFORMATION: Interested firms are requested to provide Capability Statements and the following completed Attachments, by the closing date. Completed Attachment 2 - VEO Contact Center RFI Questionnaire. Completed Attachment 3 Estimated Pricing Template THERE IS NO SOLICITATION AT THIS TIME. Responses to this notice are not offers and cannot be accepted by the U.S. Government to form a binding contract or agreement. This notice shall not be construed as a commitment by the Government to issue a solicitation, or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. Submission of any information in response to this market survey is purely voluntary; the Government assumes no financial responsibility for any costs incurred. Your responses may be shared with all stakeholders, thus, information received will not be considered proprietary. Respondents may optionally identify other activities, capabilities, or deliverables they believe would be of benefit to this tasking. The purpose of this RFI is for Market Research and to gather input for use in further defining the requirement only, and to identify interested and potentially capable vendors. Submission: Responses to this RFI shall be submitted via email to the Contracting Officer, Caitlin.Ruc@va.gov and Contract Specialist, Michael.Stevens5@va.gov no later than 4:30 PM Eastern Standard Time (EST) on January 15, 2025. Questions: No Questions are being accepted. Depending upon the responses received, VA may request additional information, may conduct future question and answer sessions, or may conduct meetings or an industry day. 52.215-3 Request for Information or Solicitation for Planning Purposes (Oct 1997) (a) The Government does not intend to award a contract based on this RFI or to otherwise pay for the information solicited except as an allowable cost under other contracts as provided in subsection 31.205-18, Bid and proposal costs, of the Federal Acquisition Regulation. (b) Although proposal and offeror are used in this Request for Information, your response will be treated as information only. It shall not be used as a proposal. (c) This Request is issued for the purpose of: Information. (End of provision) Please see the following attachments to support this RFI below. Attachments: Attachment 1 - Performance Work Statement Draft Attachment 2 - VEO Contact Center RFI Questionnaire Attachment 3 - Estimated Pricing Template