I wrote on Wednesday that I couldn't even began to comprehend a Veteran Affairs Department FedBizOps notice on Virtual Call Centers because it was written in language that barely resembled common English.
Roger Baker, chief information officer at VA, told me -- patiently -- the notice was written in language potential bidders could comprehend and then kindly decrypted it for me.
He said VA wants to set up call centers that are not defined by physical space that is 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."
VA wants some help from industry to best figure out how to distribute calls from veterans to its distributed workforce, including maybe a guy or gal who has a free hour to say hello during the course of the work day, Baker said.
Thanks Roger, but I still think VA could put out notices to vendors that we all could understand.
Bob Brewin
Bob Brewin joined Government Executive in April 2007, bringing with him more than 20 years of experience as a journalist focusing on defense issues and technology. Bob covers the world of defense and information technology for Nextgov, and is the author of the “What’s Brewin” blog.
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