After Hours Call Center Service

The Ralph H. Johnson VA Health Care System (RLR) is seeking a contractor to provide after-hours call center services. The agency needs to ensure continuous communication coverage during non-business hours, specifically between 4:30 p.m. and 7:30 a.m. Monday through Friday, as well as 24-hour coverage on Saturdays, Sundays, federal holidays, and during emergency situations such as phone line outages. Additionally, the agency requires these services for one hour twice a month to accommodate internal staff meetings. The scope of work requires answering an estimated call volume of 300 calls per day using an agency-approved script. The contractor must provide general hospital information, paging services, and locator information in accordance with technical requirements. The contractor must also provide message center services, including software recording, and use RLR software to compile monthly and ad hoc reports for the medical center. The agency requires all work to be performed onsite. Eligibility is strictly limited to onshore organizations based in the United States. The agency is currently looking for proposals and has not disclosed a specific budget, evaluation criteria, or key dates in the initial announcement.