Description
The Department of the Navy is seeking an 8(a)‑qualified contractor to operate a dedicated, single‑service Human Resources Benefits Contact Center (HRBCC) that supports current, separated, and prospective civilian employees. The contractor must staff and manage the center, providing inbound toll‑free telephone, email, AI‑chatbot, scheduled callbacks, and TTY/TDD services, and must handle a full suite of benefit topics (FEHB, FEGLI, TSP, FEDVIP, FLTCP). The work includes transaction processing, form distribution, secure document upload, extensive reporting/analytics, quality‑assurance, and compliance with Section 508, FedRAMP Moderate, and DoD security requirements. The base period is 12 months starting 1 Mar 2027, with up to four 12‑month option extensions.