VA has issued a sources sought seeking a potential contractor to provide all labor, supervision and all other resources required to deliver direct support to VHA for the purpose of supporting VHA with call and contact centers, while extending and improving upon the deliverables included in Managing Veterans Access via the Telephone (MVAT), Improving Veterans Access via the Telephone (IVAT) and MyVA Call Center Study (CCS). Advancing Veterans Access via the Telephone (AVAT) builds on the objectives and goals provided by the MyVA Veterans Experience (VE) office. This guidance seeks to enhance and improve Veterans and Employees experience across VA, including Veterans supported by call centers across VHA at the VISN, VAMC, and CBOC environments. The Contractor shall support a focused effort to assist leadership in markedly improving access to care and services via the telephone, along with consultation resulting in improved opportunities to address alternative contact modalities within VA s contact management environment. The objective is to transform VHA s contact management at the VISN, VAMC, and CBOC levels from an improvement system of limited national-level impact to a robust and comprehensive process improvement system that embraces an iterative approach.
The Government anticipates issuing an Indefinite Delivery Indefinite Quantity Contract with one (1) contractor. Exact items, quantities and delivery requirements will be identified in the Request for Proposal.
Responses are due by Jul 13, 2018.
