Phone Answering Services

The Department of Veterans Affairs requires a contractor to provide comprehensive phone answering and switchboard services. The agency needs to solve the problem of managing incoming and outgoing communications, directing callers efficiently, and handling emergency situations. The selected operator will manage switchboard coverage, receive and place calls, transfer callers using a SharePoint directory, and provide general agency information such as business hours and facility locations. The scope of work also covers monitoring emergency calls and alarm systems, utilizing the facility telephone paging system for announcements, and reporting equipment failures. Additionally, the operator must maintain directories, rosters, and logs, conduct telephone traffic control studies, and facilitate individual and conference long-distance calls. The agency requires all work to be performed offsite at the contractor's own office location. The agency restricts eligibility for this opportunity to Service-Disabled Veteran-Owned Small Businesses based onshore as United States organizations. The evaluation will be based on proposals submitted by qualified bidders, though the agency has not disclosed a specific budget limit and is openly looking for proposals. Bidders must submit all questions regarding this procurement no later than June 10, 2026.