VA FSC CUSTOMER SERVICE REPRESENTATIVE SUPPORT FOR FINANCIAL OPERATIONS AND PAYROLL SERVICES

This is a Request for Information/Sources Sought Notice (RFI/SSN).  The following is a summary of the requirement. For complete details and submission instructions, see the attachments provided.  All vendors are encouraged to respond regardless of business size designation.  

This RFI/SSN is cross-posted on GSA eBuy.  Only one response from either SAM or GSA is necessary. 

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The objectives of this requirement are to provide call center and help-desk services that deliver timely, accurate, and customer‑focused CSR phone and email support across two VA FSC functional areas: FOS CECD and FPS VATAS Customer Support. The Contractor shall ensure consistent responsiveness, accurate handling of inquiries, and reliable assistance in accordance with VA FSC service standards.  Overall objectives are to achieve outcomes that include, but are not limited to:

• Providing knowledgeable, responsive customer support for CECD inquiries, ensuring accurate information and resolution within established service levels.
• Delivering high‑quality support for VATAS timekeeping and payroll‑related inquiries, including system navigation, troubleshooting, and guidance on time and attendance processes.
• Ensuring timely and accurate triage, documentation, and escalation of customer tickets in alignment with established workflows and escalation protocols.
• Maintaining full compliance with VA FSC policies, procedures, and federal data‑security requirements.
• Promoting a positive customer experience through clear, professional communication and consistent service delivery.
• Supporting continuous improvement by identifying recurring issues and recommending enhancements to customer service processes.