Opportunity
SAM #36C25526Q0654
24/7 Telephone Operator Support Services for Kansas City VA Medical Center
Buyer
VA Health Administration Network Contracting Office 15
Posted
September 10, 2026
Respond By
September 17, 2026
Identifier
36C25526Q0654_1
NAICS
561421
This opportunity is for Service-Disabled Veteran-Owned Small Businesses to provide 24/7 Telephone Operator Support Services at the Kansas City VA Medical Center and associated sites. - Government Buyer: - Department of Veterans Affairs, Network Contracting Office 15 (NCO 15), Kansas City VA Medical Center - Scope of Services: - 24/7 on-site telephone operator and telecommunications support - Includes call handling, emergency alarm response, paging, and use of Cisco telephony systems - Staffing requirements: 4 operators and 1 supervisor during weekday day shifts; 2 operators during evenings, nights, weekends, and holidays - Personnel must meet minimum qualifications, complete required training, and comply with VA security and privacy policies (including HIPAA) - Performance standards: average speed of answer within 10 seconds, maximum ring duration of 30 seconds, abandonment rate below 5% - Contract Structure: - Firm Fixed Price contract - Base year plus four one-year option periods (total up to five years) - 100% set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB) - OEMs and Vendors: - Cisco (telephony systems referenced) - Notable Requirements: - Use of Cisco telephony systems for call handling and paging - Compliance with VA security, privacy, and HIPAA policies - Minimum staffing and performance standards - NAICS Code: 561421 (Telephone Answering Services) - No specific product part numbers or quantities listed; focus is on service delivery
Description
The Department of Veterans Affairs (VA), Kansas City VA Medical Center (KCVAMC), requires 24 hours per day, 7 days per week Telephone Operator Services in support of KCVAMC and all associated sites. Under this Performance Work Statement (PWS), the Contractor shall provide all personnel, supervision, management, and other resources necessary to perform on‑site telephone operator and telecommunications support services as described herein. See attachment 36C25526Q0654_RFQ Final for more details.