Veterans Experience Office | Contact Center Staffing Support | Bridge Contract Extension

This announcement pertains to a non-competitive modification of an existing hybrid firm-fixed-price/labor hour bridge contract with The Bowen Consulting Group, Inc. (Bowen), a small business. The purpose of this modification is to extend services to provide uninterrupted contact center staffing support for the Department of Veterans Affairs (VA) Veterans Experience Office (VEO).

Staffing support for the VEO contact center includes the personnel, resources, and services necessary to ensure the contact center operates efficiently and meets the needs of its users-primarily Veterans and their families. This support enables the VEO contact center to effectively address Veterans’ inquiries, resolve issues, and provide timely assistance.

The statutory authority for limiting competition is 41 U.S.C. § 3304(a)(2), as implemented by FAR 6.103-2, Unusual and Compelling Urgency. This authority permits contracting without full and open competition when:

1. An unusual or compelling urgency precludes full and open competition; and
2. Delay in award would result in serious injury, financially or otherwise.

The VA’s need for continuation of these services is such that any interruption would cause serious harm to the Government’s ability to serve Veterans. Therefore, limiting the number of sources and avoiding delays is essential to prevent significant operational impact.

See attached justification for additional details.