Project Information

Bid Title

Contact Center as a Service Products and Services

Issuing Agency

VETERANS AFFAIRS, DEPARTMENT OF

Location

District of Columbia

Published Date

Mar 20, 2026

Closing Date

Mar 31, 2026

Government Level

Federal

Status

Closed

Ref. #

VA-26-00006714

Original Source

Join to Access Full Details

Bid Inquiries

Join to Access Full Details

Bid Documents

Join to Access Full Details

Set Aside

No Set aside used

Project Description

Follow

Contact Center as a Service Products and Services

Active

Contract Opportunity

Notice ID

VA-26-00006714

Related Notice

Department/Ind. Agency

VETERANS AFFAIRS, DEPARTMENT OF

Sub-tier

VETERANS AFFAIRS, DEPARTMENT OF

Office

TECHNOLOGY ACQUISITION CENTER NJ (36C10B)

Looking for contract opportunity help?

(opens in new window)

APEX Accelerators are an official government contracting resource for small businesses. Find your local APEX Accelerator (opens in new window) for free government expertise related to contract opportunities.

APEX Accelerators are funded in part through a cooperative agreement with the Department of Defense.

The APEX Accelerators program was formerly known as the Procurement Technical Assistance Program (opens in new window) (PTAP).

General Information View Changes

• Contract Opportunity Type: Sources Sought (Updated)
• Updated Published Date: Mar 20, 2026 12:46 pm EDT
• Original Published Date: Mar 20, 2026 10:03 am EDT
• Updated Response Date: Mar 31, 2026 03:00 pm EDT
• Original Response Date: Mar 31, 2026 03:00 pm EDT
• Inactive Policy: 15 days after response date
• Updated Inactive Date: Apr 15, 2026
• Original Inactive Date: Apr 15, 2026
• Initiative:
  • None

Classification

• Original Set Aside: No Set aside used
• Product Service Code: DA10 - IT AND TELECOM - BUSINESS APPLICATION/APPLICATION DEVELOPMENT SOFTWARE AS A SERVICE
• NAICS Code:
  • 518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Place of Performance:
  Washington , DC 20420
  USA

Description

Contact Center as a Service Products and Services

This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Department of Veterans Affairs (VA) as to the ultimate acquisition approach.

This notice is issued solely for information and planning purposes - it does not constitute a Request for Quote (RFQ)/Invitation for Bid (IFB)/Request for Proposal (RFP) or a promise to issue an RFQ, IFB or RFP in the future. This notice does not commit the VA to contract for any supply or service. Further, the VA is not seeking quotes, bids or proposals at this time and will not accept unsolicited proposals in response to this source sought notice. The VA will not pay for any information or administrative costs incurred in response to this notice. Submittals will not be returned to the responder. Not responding to this notice does not preclude participation in any future RFQ or IFB or RFP, if any is issued. If a solicitation is released, it will be synopsized on the Governmentwide Point of Entry. It is the responsibility of potential offerors to monitor the Governmentwide Point of Entry for additional information pertaining to this requirement.

A brief synopsis of the required product is provided below:

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), Unified Communications, has a requirement for Contact Center as a Service Products and Services.

This is a mission critical OIT project intended to stabilize and improve upon the technical and service delivery of connecting VA Contact Center Professionals to Veterans having a mental health crisis or having thoughts of suicide and improving the Veterans experience with all VA Enterprise Contact Centers. The effort includes supporting the VA in its efforts to expand the implementation and deployment of its current Federal Risk and Authorization Management Program (FedRAMP) Contact Center as a Service (CCaaS), inclusive of new telephony circuits, monitoring, call recording, workforce management tools, voice analytics.

VA considers CCaaS to be a cloud-based platform that delivers all the technology and tools a contact center needs—without requiring on premises hardware or traditional Private Branch Exchange (PBX) and/or Automatic Call Distribution (ACD) systems.

The VA will staff the contact centers. The CCaaS includes the following capabilities:

• It’s delivered over the internet as a subscription service.

• The vendor hosts and maintains the infrastructure, updates, and reliability stack.

• Organizations get a scalable, flexible contact center that can grow or shrink without major capital investment.

• Omnichannel routing (voice, email, chat, SMS, social)

• Interactive Voice Response (IVR) and intelligent call routing

• Workforce management and quality monitoring

• AI driven features like bots, transcription, and sentiment analysis

• Integration with CRMs and UC platforms

• Realtime and historical analytics

Attachments/Links

Contact Information View Changes

Contracting Office Address

• 23 CHRISTOPHER WAY
• EATONTOWN , NJ 07724
• USA

Primary Point of Contact

• Shakiya Harris
• shakiya.harris@va.gov
• Phone Number 5129814021

Secondary Point of Contact

• Mary Accomando
• mary.accomando@va.gov
• Phone Number 5129814449

History

• Mar 20, 2026 12:46 pm EDTSources Sought (Updated)
• Mar 20, 2026 10:03 am EDT Sources Sought (Original)

Commodity Codes

• FSC DAutomatic Data Processing and Telecommunication Services

• NAICS 518210Data Processing, Hosting, and Related Services

* Disclaimer: Government BidHub provides information on bids, RFPs (Requests for Proposals), and RFQs (Requests for Qualifications) solely for convenience and informational purposes. This site is not an official public notice board. For official details, responses, or inquiries, please contact the relevant government agency directly.