VA ready to kick the virtual tires

It looks like the Department of Veterans Affairs is ready for some public sector help setting up a Virtual Call Center (VCC).

Last week the VA said in a FedBizOps notice it intends to award a contract for a prototype VCC.

Roger Baker, the CIO at VA tells NextGov the department wants to set up call centers that aren’t “jammed with hundreds of folks, but rather defined by virtual spaces, where calls are routed to folks nationwide — including people who work at home ‘wearing their bunny slippers.'”

The VA is looking for ideas from industry on the best ways to route calls and answer questions from veterans about claims and benefits.


Expect to see the request for proposal this week with a goal of awarding the contract “no later than 28 August 2010.”