SAM #VA-26-00042583

VA Financial Services Center Customer Service and Help Desk Support

The Department of Veterans Affairs Financial Services Center (FSC) is seeking contractor support for customer service and help desk operations related to financial operations and payroll/timekeeping systems. - Government Buyer: - Department of Veterans Affairs (VA), Financial Services Center (FSC) - Strategic Acquisition Center (SAC) Frederick is the contracting office - Services Requested: - Customer Service Representative (CSR) support for: - Financial Operations Service (FOS) Customer Engagement Commercial Division (CECD) - Financial Payroll Services (FPS) VA Time and Attendance System (VATAS) - Call center and help-desk services via phone and email - System access assistance, troubleshooting, ticket management, and escalation - Project management, staffing, quality control, and transition services - Surge support options for increased workload - Compliance with VA policies and federal data-security requirements - Estimated Staffing: - CECD Lead: 3,840 hours - CECD CSR: 87,840 hours - VATAS Lead: 3,840 hours - VATAS CSR: 57,536 hours - Unique/Notable Requirements: - Services must cover specific hours for CECD (7:15 AM–4:15 PM CT) and VATAS (7:00 AM–7:00 PM CT), Monday through Friday - Includes both internal VA employee and external vendor support - Transition services for contract start and end - Surge support for workload spikes - No specific OEMs or hardware/software products are named; only service support is required - Place of Performance: - VA Financial Services Center (FSC), Austin, TX - Contracting office: SAC Frederick, Frederick, MD

Description

This is a Request for Information/Sources Sought Notice (RFI/SSN).  The following is a summary of the requirement. For complete details and submission instructions, see the attachments provided.  All vendors are encouraged to respond regardless of business size designation.  

This RFI/SSN is cross-posted on GSA eBuy.  Only one response from either SAM or GSA is necessary. 

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The objectives of this requirement are to provide call center and help-desk services that deliver timely, accurate, and customer‑focused CSR phone and email support across two VA FSC functional areas: FOS CECD and FPS VATAS Customer Support. The Contractor shall ensure consistent responsiveness, accurate handling of inquiries, and reliable assistance in accordance with VA FSC service standards.  Overall objectives are to achieve outcomes that include, but are not limited to:

Providing knowledgeable, responsive customer support for CECD inquiries, ensuring accurate information and resolution within established service levels. Delivering high‑quality support for VATAS timekeeping and payroll‑related inquiries, including system navigation, troubleshooting, and guidance on time and attendance processes. Ensuring timely and accurate triage, documentation, and escalation of customer tickets in alignment with established workflows and escalation protocols. Maintaining full compliance with VA FSC policies, procedures, and federal data‑security requirements. Promoting a positive customer experience through clear, professional communication and consistent service delivery. Supporting continuous improvement by identifying recurring issues and recommending enhancements to customer service processes.

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