DA01-Compensation & Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0

This Performance Work Statement (PWS) outlines the requirements for the Department of Veterans Affairs (VA) Compensation & Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0. The selected Contractor will provide program management, release planning, release management, and Tier 2 service desk support, while assisting with Tier 3 and Tier 4 issue resolution. The C&P Product Line supports the Veterans Benefits Administration’s digital modernization efforts, managing millions of monthly transactions and distributing vital entitlements. The contract structure consists of a 12-month base period, which includes a two-month transition-in period, followed by two 12-month option periods. Additionally, there are two optional tasks: supplemental service desk support for increased ticket volumes and a 60-day transition-out period. The overall period of performance is capped at 38 months. Work will be conducted remotely within the United States. Key contractor responsibilities include operating the C&P Service Desk to resolve Tier 2 application issues, executing a standardized transition-in process, and delivering comprehensive release documentation (such as Deployment Plans and Post-Validation Reports). The Contractor must adhere to strict Service Level Agreements (SLAs) based on incident severity and provide continuous, data-driven reporting, including trend analysis and daily active ticket reports. General requirements demand strict compliance with federal and VA-specific standards, including the VA Technical Reference Model, Zero Trust security controls, Federal Identity, Credential, and Access Management (FICAM) guidelines, and IPv6-only transition policies.

This Request for Information (RFI) issued by the Department of Veterans Affairs (VA), reference number VA-27-00007060, seeks market information for planning the "Compensation & Pension (C&P) Product Line Help Desk Tier 2 & Deployment Support 2.0" contract. This RFI is solely for planning and market research purposes and does not constitute a formal solicitation. The NAICS code for this requirement is 541512 with a size standard of $34 million. Interested vendors must submit a capability statement limited to 12 pages, excluding generic marketing materials. Submissions must include company contact details, socioeconomic status, Unique Entity ID, active contract vehicles, and proof of SBA verification for Veteran-Owned (VOSB) and Service-Disabled Veteran-Owned Small Businesses (SDVOSBs). Responses must outline the vendor's technical capabilities, relevant corporate experience with specific references, and feedback on whether the draft Performance Work Statement (PWS) provides sufficient detail. SDVOSB and VOSB prime contractors must also demonstrate their intent and ability to comply with the 50% subcontracting limitation rule in accordance with VAAR 852.219-73. Responses are due via email by 10:00 AM Eastern Time on October 1, 2026, to Contract Specialist Nicole Bestreski and Contracting Officer Summer Spalliero.

This Sources Sought Notice (Solicitation Number 36C10B26Q0725) is issued by the Department of Veterans Affairs (VA) Technology Acquisition Center, located in Eatontown, NJ. The VA is seeking information for "PACT ACT - Deployment and Help Desk Tier 2 and Deployment Support Service (Base Period) (VA-27-00007060)." Classified under NAICS code 541512 (Computer Systems Design Services) and Product Service Code DA01, this request aims to identify capable sources to provide deployment and tier 2 help desk support. Responses are due by October 1, 2026, at 10:00 AM Eastern Time. Interested parties are directed to the attached Request for Information (RFI) and draft Performance Work Statement (PWS) documents for additional technical details.