VA Enterprise Infrastructure Solutions (EIS) – Cloud Customer Experience Infrastructure as a Service (IaaS)
ID: 36C10B26Q0045Type: Sources Sought
Overview

Buyer

VETERANS AFFAIRS, DEPARTMENT OFVETERANS AFFAIRS, DEPARTMENT OFTECHNOLOGY ACQUISITION CENTER NJ (36C10B)EATONTOWN, NJ, 07724, USA

NAICS

Wired Telecommunications Carriers (517111)

PSC

IT AND TELECOM - BUSINESS APPLICATION/APPLICATION DEVELOPMENT SOFTWARE AS A SERVICE (DA10)

Set Aside

No Set aside used (NONE)

Original Source

https://sam.gov/workspace/contract/opp/ebf4a08f231d427793831f5d2602fac0/view
Timeline
    Description

    The Department of Veterans Affairs (VA) is seeking information from qualified contractors for the Genesys Cloud Customer Experience Infrastructure as a Service (IaaS) under the VA Enterprise Infrastructure Solutions (EIS) contract. The primary objective is to enhance the technical and service delivery capabilities of VA contact centers, particularly for connecting Veterans in mental health crises to necessary services, while ensuring compliance with FedRAMP Moderate Security standards. This initiative is critical for improving the overall experience of Veterans interacting with VA services and includes features such as AI integration, virtual agents, and comprehensive service management. Interested parties must submit their responses via email by 3:00 PM EST on November 5, 2025, and include relevant company information and capabilities in a white paper format not exceeding 10 pages.

    Point(s) of Contact
    Shakiya Harris
    (512) 981-4021
    shakiya.harris@va.gov
    Mary Accomando
    (512) 981-4449
    mary.accomando@va.gov
    Files
    Title
    Posted
    EIS Genesys Call Center - RFI SOW.docx
    The Department of Veterans Affairs (VA) issued a Draft Solicitation for Genesys Contact Center Infrastructure as a Service (IaaS) to enhance its customer experience contact centers. This Task Order, under the GSA EIS Contract, aims to stabilize and improve technical and service delivery for connecting Veterans to mental health and other VA services. The VA requires a fully managed Genesys Cloud CX IaaS solution with features like AI integration, virtual agents, and journey management. The contract includes a base period and multiple option periods for Genesys Cloud Customer Experience Contact Center IaaS and Service-Related Labor (SRL). The contractor must comply with FedRAMP Moderate Security Categorization, provide 24/7/365 service management with defined severity levels and response times, and meet specific performance metrics. Key personnel like a Technical Account Manager, Human-Centered Design Expert, and CRM Subject Matter Expert are required. The project emphasizes adhering to VA Critical Security Controls and ensuring service continuity during transition.
    IAAS Draft J-Workbook 20251020.xlsx
    The document outlines instructions and a pricing workbook for contractors responding to the United States Department of Veterans Affairs (VA) Infrastructure as a Service (IAAS) Task Order. Contractors must price all Contract Line Item Numbers (CLINs) in Tab 4, regardless of whether they are marked as "Current" (existing services) or "Optional" (new services) or if quantities are zero. The pricing workbook includes a Base Period (12 months) and six Option Periods (12 months each), plus a 6-month extension. Unit prices are to be provided per unit per month or per instance. The document defines various charge types, including Non-Recurring Charges (NRC), Monthly Recurring Charges (MRC), and Usage-based charges. It also provides a comprehensive glossary of terms relevant to federal telecommunications contracting, such as Agency Hierarchy Code (AHC), Network Site Code (NSC), Point of Presence (POP), and different Service Types (e.g., Data, Voice, Cloud, Managed Services). This framework ensures standardized pricing submissions and clarifies terminology for the VA's EIS (Enterprise Infrastructure Solutions) Traffic Model.
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