Updated June 11, 2020
Subject action for Managed Services for the Department of Veterans Affairs Enterprise Contact Center Solution is cancelled. The Government does not anticipate an acquisition resulting from this action.
Posted February 10, 2020
Solicitation: 36C10A20Q0039
The purpose of this RFI is to identify qualified contractors, who are able to meet VA s requirements for a unified, managed, enterprise-wide contact center service solution, hereafter called the CCS solution. The CCS solution shall create an easy, pleasant, effective, and personalized interactive experience between the Veteran and VA, and meet the collective needs of all VA contact center operations. The CCS solution shall provide a managed, standardized, single contact center service capability, including infrastructure, that improves VA processes and creates an environment for positive Veteran experiences.
The Contractor shall provide a CCS solution that is initially capable of supporting the current estimated volume of approximately 144 million contacts per year across over 1,800 individual contact centers by VA’s approximately 9,600 concurrent agents supporting and planned future growth. VA contact centers are located within the CONUS and OCONUS. The CCS solution shall support a wide range of customer support for all communication channels (e.g., telephone, text, e-mail, WebChat, fax) at an enterprise level. The CCS solution shall integrate with all existing VA contact centers and shall seamlessly interoperate between contact centers. The Contractor shall provide the CCS solution on a 24 hour per day, 7 day per week, 365 day per year basis.
The Contractor shall provide a CCS solution that meets the collective needs of all VA contact center operations. The Contractor’s CCS solution shall provide a managed, standardized, single contact center service capability, including infrastructure, that improves VA processes and creates an environment for positive Veteran experiences.
The Contractor shall support a phased transition of VA’s contact centers, with the first migration being completed within 180 days after award. As new VA contact centers are created, they will be implemented through the CCS solution.
