The Department of Veterans Affairs has awarded Encore JV1 a potential five-year, $153 million contract to provide contact center staffing support for the Veterans Experience Office, or VEO, according to an award notice published Thursday on SAM.gov.
What Is the Scope of the Contract?
Encore JV1 will provide staffing and operational support for a 24/7/365 call center that handled approximately 1.57 million inquiries in fiscal year 2024 related to VA benefits, directory assistance and VA.gov technical support.
The contract requires over 360 personnel, including program managers, supervisors, program management administrative assistants, senior agents and call agents, tasked with delivering call center services through telephone, email, web chat, teletypewriter and telecommunications device for the deaf, while utilizing government-furnished customer relationship management and telephony tools.
When necessary, agents must facilitate warm handoffs to specialists across key VA components, including the Veterans Experience Office, Veterans Health Administration and Veterans Benefits Administration. The effort is intended to strengthen customer service for veterans, service members and their families by streamlining support for health care, community care and benefits inquiries.
What Is the Contract Timeline & Work Location?
The hybrid firm-fixed-price and labor-hour contract was competitively awarded and includes one base year and four option years. Work will be performed remotely, with the contractor required to maintain high-speed internet access and operate within 50 miles of a Department of Veterans Affairs facility.
What Is Encore JV1?
Encore JV1 is a Chantilly, Virginia-based joint venture formed by USParaLog and Government Technical Services Corp. to pursue federal contracting opportunities. The company provides services in contact center operations, digital transformation, cybersecurity, program management, behavioral health and wellness, and mission support.
