R426--ME | Telephone Operating Services l KCVA | Tentative Dates: 10/1/2026 - 9/30/2031

The Department of Veterans Affairs is seeking a contractor to provide telephone operating services for the Kansas City VA Medical Center. The services include 24/7 telephone operator services, call processing, emergency and alarm handling, system operation, and customer service. The contractor will be required to provide all personnel, supervision, management, and other resources necessary to perform the services. The contract will be for a base year with four option years. • The contractor must have experience in providing telephone operating services, including call center and telephone operator experience. • The contractor must be able to provide personnel who are proficient in Microsoft Outlook, Excel, and Word, and other computer programs as required. • The contractor must be able to provide a project manager who will be on-site during normal working hours and available via telephone, pager, or equivalent after hours. • The contractor must be able to provide a safety and health program in accordance with OSHA and VA requirements. • The contractor must be able to provide a quality control program that describes methods for identifying, documenting, and preventing performance deficiencies.