Wounded Warrior Call Center

RESPONSE DATE DEADLINE 02-25-2016 12:00 PM Central This is a non-personnel services contract to provide a Wounded Soldier and Family Hotline. The contractor shall perform Call Center Operations services including performance of day to day operations for the Army Wounded Soldier and Family Hotline program under the Army Medical Command Medical Assistance Group (MMAG). The contractor shall utilize the toll free call line to respond to Army families, Soldiers, Retirees, Veterans, and Disabled Soldiers (beneficiaries) who are seeking information, submitting suggestions, registering complaints, or raising issues about their medical care or medical administrative issues. Incoming call volume is estimated at approximately 500 calls per week. The Government may identify other Soldier and Army Medicine program initiatives involving call center capabilities or services during the period of performance. Any additional requirements within the scope of this contract will be negotiated and awarded via modification to the contract. The Call Center is aimed at instilling confidence in our Army and the American people that the Army Medical Department delivers exceptional service and care. The Call Center supports the Army Medical Department in bringing value and inspiring trust. The Army determined that this link must have 24 hour, 7 day a week capability and must be responsive. RESPONSE DATE DEADLINE 02-25-2016 12:00 PM Central