Contact Center as a Service Products and Services
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The Department of Veterans Affairs (VA), specifically the Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), Unified Communications, has issued a Sources Sought / Request for Information (RFI) for Contact Center as a Service (CCaaS) Products and Services. This is for information and planning purposes only and does not constitute a solicitation. The VA aims to stabilize and improve technical and service delivery for connecting VA Contact Center Professionals to Veterans, especially those experiencing mental health crises. Responses are due by March 31, 2026, at 3:00 PM EST.
Purpose & Scope
The mission-critical project seeks to expand the implementation and deployment of the VA's current Federal Risk and Authorization Management Program (FedRAMP) CCaaS platform. This includes new telephony circuits, monitoring, call recording, workforce management tools, and voice analytics. The VA defines CCaaS as a cloud-based, subscription service where the vendor hosts and maintains the infrastructure, offering scalability and flexibility without on-premises hardware. The VA will staff the contact centers.
Key CCaaS capabilities required include:
- Omnichannel routing (voice, video, email, chat, SMS, social, self-service/IVR)
- Interactive Voice Response (IVR) and intelligent call routing
- Workforce management and quality monitoring
- AI-driven features (bots, transcription, sentiment analysis)
- Integration with CRMs (e.g., Salesforce, ServiceNow, Microsoft Dynamics) and UC platforms
- Real-time and historical analytics
- Veterans Experience Journey Tools, Agent Assistant, Supervisor Assistant, and Knowledge Management.
The requirement includes 11,000 CCaaS Concurrent licenses, with an option to expand to 20,000, and demands 99.999% availability.
Contract & Timeline
- Opportunity Type: Sources Sought / Request for Information (RFI)
- Product Service Code: DA10 (Support Services, Delivered As A Service Contract (SaaS Or Subscription))
- Set-Aside: None specified (market research stage)
- Response Due: March 31, 2026, 3:00 PM EST
- Published: March 20, 2026
- Anticipated Performance Period (from Draft PWS): 12-month base period with four 12-month option periods (up to 60 months total).
- Place of Performance: Contractor Site, including telework/remote with COR concurrence.
Response Submission Guidelines
Interested parties should submit a white paper, not exceeding five (5) pages (excluding feedback on the draft PWS), via email to tac-aprocurementteame@va.gov. The email subject line must be "VA CCAAS- [Your company Name]" and the total email size should not exceed 5 MB. A draft Performance Work Statement (PWS) is available for review, and feedback on this document is requested as part of the submission.
The white paper should address:
- Company Information: Name, address, POC, SAM UEI, business size, and socioeconomic status.
- Contract Vehicles: Identify applicable GWACs and FSSs.
- Technical Capability: Experience in enterprise-level system engineering, integration, large-scale communication infrastructure deployment/sustainment, and security compliance (FIMSA, IRS standards).
- Contact Center Domain Knowledge: Experience with contact center technology solutions.
- OEM Management: Experience managing OEM relationships.
- NAICS Validation: Indicate appropriateness of NAICS code 518210 ($40.0M size standard) or recommend an alternative with justification.
- Feedback on Draft PWS: Provide feedback on the provided draft Performance Work Statement.
Additional Notes
This notice is for planning purposes only and does not commit the VA to any acquisition or contract. The VA will not pay for information submitted. Not responding does not preclude participation in future solicitations.