Page 4 of 4 DESCRIPTION OF REQUIREMENT: The Department of Veterans Affairs (VA) is contemplating issuing a solicitation resulting in award of a firm fixed price task order or contract set aside for Service Disabled Veteran-Owned Small Businesses to provide call center services for the VA Center for Veterans Enterprise (CVE). The purpose of this Sources Sought Notice is to gather market information and capability statements pertinent for acquisition planning. The responses to this Sources Sought Notice will help enable the Contracting Officer to determine the most appropriate method of procuring these services and identify parties with the interest and resources required to support this requirement. ANTICIPATED TASK AREAS: Program/Project Management of a call center. Training of contractor call center staff. Updating standard operating procedures for a call center. Overseeing the utilization of approved communication scripts and knowledge base repository query results to address incoming calls. Tracking and reporting key call center indicators. Briefing Government personnel on the status of the call center program. Maintaining a tiered communication system. Ensuring adequate call center capacity during times of call surge. SUBMISSION INSTRUCTIONS: THERE IS NO SOLICITATION AT THIS TIME. This Sources Sought Notice does not constitute a request for proposals. Submission of any information in response to this Sources Sought Notice is purely voluntary, and the Government assumes no financial responsibility for any costs incurred. If your organization has the potential capacity to perform these contract services, please respond to this Sources Sought as follows: Cover Sheet - 1 page 1. Organization name, address, and web site. 2. Point of contact to include e-mail address and telephone number. 3. Type of small business. 4. If applicable, GSA contract number, schedule, and SIN category. Capabilities Statement and Market Information - no more than 5 pages Please respond to the following questions by providing a capabilities statement and market information: Please describe your organization's breadth of expertise supporting requirements similar to those in the draft performance work statement (PWS) attached to this notice. Please briefly provide a summary of instances of past performance completing tasks similar those in the PWS within the last five (5) years. Please list any base contracts (GSA, VA internal contracts, etc.) your company has been awarded that might be a good fit for this requirement. Any base contract labor categories that might be a good fit for this requirement. The Point of Contact (POC) for questions is: Jonathan Chisholm Contract Specialist Strategic Acquisition Center Frederick 5202 Presidents Court, Suite 103 Frederick, MD 21703
[email protected] Entities with the requisite capabilities should respond to this Sources Sought Notice by e-mail to
[email protected] and
[email protected] later than 2:00 p.m. Eastern Time (ET) on 2 July 2019.