The VA has issued a source sought to identify Call Center Services for its Rapid Appeals Modernization Program (RAMP).
The RAMP initiative began on November 1, 2017 with the initial mailing of RAMP Opt-In letters sent to Veterans with some of the oldest pending appeals and will continue until the new law is fully implemented no earlier than February 2019 and provides Veterans streamlined choices for seeking review of VA’s decision.
“The VA is seeking a Contractor knowledgeable of industry best practices in customer service; call center operations, and prescribed rules of conduct concerning government information dissemination. The scope of this project encompasses personnel and staffing services to efficiently and effectively fulfill the Agency s goals and objectives of the RAMP initiative. Specifically, the Contractor shall provide experienced personnel to assist VA in: Performing outbound RAMP related calls to pre-selected qualified Veterans utilizing a VA – provided list; disseminating RAMP initiative detailed information utilizing a VA-provided script; documenting and reporting all call outcomes; and directing Veterans who have additional questions unrelated to the RAMP initiative to the appropriate VA National Call Center (NCC) for further assistance.”
Responses are due by February 6, 2018.
