DA01--Patient Advocate Tracking System – Replacement (PATS-R) Enhancement and Sustainment - New Award (VA-27-00003376)

This Performance Work Statement (PWS) outlines the requirements for a contractor to provide a unified cross-functional delivery team supporting the ongoing operations, maintenance (O&M), and modernization of the Patient Advocate Tracking System – Replacement (PATS-R). PATS-R is a mission-critical, Microsoft Dynamics 365-based case management and patient experience system utilized by over 28,000 Patient Advocates and clinical staff across more than 150 Department of Veterans Affairs (VA) Medical Centers to track and resolve Veteran inquiries, complaints, and compliments. Under this contract, the selected vendor will perform application development, system configuration, Human-Centered Design (HCD) user research, agile requirements elaboration, and comprehensive testing (including Section 508 compliance). Additionally, the contractor will deliver Tier 4 sustainment support, application performance monitoring, incident management (including high and critical priority incidents), and security operations. The scope also covers artificial intelligence (AI) enablement, enterprise change management, business process reengineering, and system integration maintenance with core VA platforms like the Master Person Index (MPI) and Oracle Health. Operating under Agile, Lean, and DevSecOps frameworks, the contractor will deliver iterative capabilities in two-week sprints and three-month Program Increments (PI). The period of performance consists of a 12-month base period, four 12-month option periods, and one optional surge support task, not to exceed a total of 60 months. Key personnel requirements include an IT Project Manager, Scrum Master, and Artificial Intelligence Specialist.

This Request for Information (RFI) issued by the Department of Veterans Affairs (VA) seeks market feedback to support the modernization and maintenance of the Patient Advocate Tracking System – Replacement (PATS-R). Managed by the Veteran Experience Services within the Office of Information & Technology, PATS-R is a Microsoft Dynamics 365-based case management platform supporting over 28,000 users across 150 VA Medical Centers and Community-Based Outpatient Clinics. The VA is seeking qualified vendors to provide operations, maintenance, continuous enhancement, and integration support using Agile and DevSecOps methodologies. Respondents must submit a written capability package of no more than 20 pages detailing their relevant technical experience across eight specific areas. These areas include Microsoft Dynamics 365, SAFe/DevSecOps, Tier 4 enterprise support, system integration, human-centered design, artificial intelligence implementation, workflow redesign, and CRM standardization. Submissions must also include company background information, socioeconomic data, applicable contract vehicles (such as GWACs or GSA MAS), and feedback on the attached draft Performance Work Statement (PWS), including key cost drivers. No marketing materials will be accepted. Responses are due by 12:00 PM EST on Friday, July 31, 2026, and must be emailed to Contract Specialist James Cummiskey and Contracting Officer Heather Utt.

This Sources Sought Notice (Solicitation Number 36C10B26Q0662) is a Request for Information (RFI) issued by the Department of Veterans Affairs (VA) Technology Acquisition Center. The VA is seeking information for a contemplated contract regarding the Patient Advocate Tracking System – Replacement (PATS-R) Enhancement and Sustainment. The primary objective of this RFI is to gather market research and industry feedback on the attached draft Performance Work Statement (PWS) to support the enhancement and ongoing maintenance of the PATS-R platform. The associated North American Industry Classification System (NAICS) code for this procurement is 541512 (Computer Systems Design Services), under Product Service Code DA01. Responses and capability statements from interested parties must be submitted electronically to Contract Specialist James Cummiskey and Contracting Officer Heather Utt no later than 12:00 PM Eastern Time on Friday, July 31, 2026.