DA10--Department of Veterans Affairs- Data Call Centers - RFI
ID: 36C10B26Q0084Type: Sources Sought
Overview

Buyer

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

NAICS

Computer Systems Design Services (541512)

PSC

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

Original Source

https://sam.gov/workspace/contract/opp/cbf343f405394775b4ec925ee8f6b341/view
Timeline
    Description

    The Department of Veterans Affairs (VA) is seeking industry input through a Request for Information (RFI) regarding the consolidation of its decentralized contact centers into a more efficient system. The objective of this initiative is to streamline operations, enhance customer experience, and reduce costs while managing over 60 million calls annually. Interested vendors are invited to provide detailed responses addressing their technical capabilities, corporate experience, and compliance with set-aside requirements, with submissions due by December 16, 2025, at 1:00 PM EST. Responses should be sent via email to Contract Specialist Joshua Fitzmaurice and Contracting Officer Mina Awad, with a maximum file size of 5 MB and a page limit of 15 pages.

    Point(s) of Contact
    Joshua FitzmauriceContract Specialist
    (848) 377-5122
    Joshua.Fitzmaurice@va.gov
    Files
    Title
    Posted
    36C10B26Q0084 0001.docx
    The Department of Veterans Affairs (VA) has issued a modification to Request for Information (RFI) 36C10B26Q0084, extending the response deadline to December 16, 2025, at 1:00 PM EST. This RFI, concerning VA Enterprise Data Call Centers, now allows for responses up to 15 pages. Responders are reminded to answer all questions in Appendix A of the "VA Contact Center Consolidation_Purpose Statement" attachment. Technical questions may be submitted in a separate Word document titled "VA Contact Center RFI_Questions," with answers to be posted prior to or with the solicitation. Responses should be emailed to Joshua Fitzmaurice and Mina Awad, with "VA Contact Center Consolidation" in the subject line. Proprietary information should be marked as such, and email file sizes must not exceed 5 MB.
    36C10B26Q0084.docx
    The Department of Veterans Affairs (VA) has issued a Request for Information (RFI) for its Data Call Centers Consolidation effort, identified by Solicitation Number 36C10B26Q0084. This RFI is for planning purposes only and does not constitute a solicitation for proposals or a commitment to acquire services. The VA is seeking information from interested vendors regarding their technical capabilities, corporate experience, and ability to meet set-aside requirements for contact center consolidation services. Responses are limited to 10 pages and must include company information, business size, socioeconomic data, DUNS number, and existing contractual vehicles. Vendors must also summarize their capability to meet the attached “Industry Input on VA Contact Center Consolidation” requirements and provide specific examples. The NAICS code for this requirement is 541512 with a $34.0 million size standard. Responses are due by December 9, 2025, at 1:00 PM EST, via email to Joshua Fitzmaurice and Mina Awad.
    VA Contact Center Consolidation_Purpose Statement.docx
    The Department of Veterans Affairs (VA) is seeking industry input to consolidate its 60+ decentralized contact centers into a streamlined, efficient system, handling over 60 million calls annually. This initiative aims to enhance customer experience, reduce duplication, optimize technology, and lower operational costs. Key focus areas for input include acquisition strategies for FedRAMP-authorized, SaaS-based, or managed service solutions, and migration strategies for transitioning to the Genesys Cloud CX platform and centralizing CRM data. The VA is particularly interested in open architecture solutions that can quickly meet urgent needs and scale for future initiatives. The document details current operating environments, performance objectives, and provides open-ended questions for industry on workflow standardization, data centralization, unified ecosystem transition, data management, customizability, implementation, scalability, performance monitoring, support, training, regulatory compliance, cost-benefit analysis, and value proposition. It also outlines current enterprise-wide call center functions and the modernization of VA Health Connect into a single, national clinical contact center.
    Lifecycle
    Title
    Type
    DA10--Department of Veterans Affairs- Data Call Centers - RFI
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