SAM #N69199HRBCCFY272

DON Civilian HR Benefits Contact Center Operations and Support

The Department of the Navy is seeking contractor-operated benefits contact-center services for its civilian workforce and eligible family members. - Government buyer: Department of the Navy (DON), supported by NAVSUP Fleet Logistics Center Norfolk; the requirement serves the Office of Civilian Human Resources (OCHR), including the Norfolk Operations Center and Civilian Benefits Center (CBC). - Scope: Establish and operate a benefits contact center serving approximately 220,000 current and former civilian employees, prospective employees with DON job offers, and eligible family members. - Benefits supported: FEHB, FEGLI, TSP, retirement, FEDVIP, FLTCP, and related programs. Retirement guidance is limited to CBC-approved, non-adjudicatory information and referrals. - Contact channels and capabilities: Telephone, email, live chat, AI-enabled chatbot, SMS, scheduled callbacks, and toll-free TTY/TDD; provide a secure document-upload portal and distribute forms and benefits materials. - Operational requirements: Supply contact-center staff, management, and technology; track cases and workloads; support benefit transactions and inquiries, including GRB Platform or equivalent and ORA inquiries; scan and upload documents to e-OPF; and provide reporting and quality assurance. Technology and operations must satisfy applicable privacy, cybersecurity, accessibility, and government approval requirements. - OEMs and vendors: No commercial OEMs, vendors, products, or product part numbers are named. No product purchases are specified. - Opportunity status and performance: The source materials include a Sources Sought/RFI for market research, not an award notice. The initial release describes an 8(a) opportunity. Performance is anticipated to include a 12-month base period and four 12-month option periods, beginning after award.

Description

This requirement is to provide all contact center personnel and management, and services necessary for the operation of the Department of the Navy (DON) Civilian HRBCC, a dedicated single service contact center (contractor personnel will be dedicated to the taskings within this contract). The contractor will provide the full range of support to current and separated Navy civilian employees and prospective employees. The contractor will provide technical guidance, employee entitlements, advice, and information to employees about the Federal Employee Health Benefits (FEHB), the Federal Employees Group Life Insurance (FEGLI), the Thrift Savings Plan (TSP), the Federal Dental and Vision Insurance Programs (FEDVIP), and the Federal Long Term Care Insurance Program (FLTCP).

View original listing