DA10--Contact Center Consolidation - RFI -PWS

Request for Information (RFI)

This RFI is for planning purposes only and does not constitute a solicitation. The government is seeking information regarding capabilities for the VA Enterprise Contact Center Consolidation (CCC) Support. Responses will be used for planning and will not entitle vendors to payment or contract awards.

Vendors must provide a summary of their capability to meet the requirements in the draft "VA Enterprise CCC Support" PWS. Responses must include:

• Company Name, Address, POC, Phone, Fax, Email

• Company Business Size and Status (including VOSB/SDVOSB verification proof)

• NAICS code(s) and Socioeconomic data

• DUNS Number

• Existing Contractual Vehicles (GWAC, FSS, MAC)

• Proposed technical and programmatic approach to enterprise call center consolidation, including cross-functional team experience.

• Expertise in Risk, Issue, and Change Management for large transformation initiatives, including teaming experience.

• Corporate experience with specific examples (agency, POC, dollar value, contract number) and past performance demonstrating quality, KPIs, and successful call center consolidation.

• Rough Order of Magnitude (ROM) cost estimate with assumptions.

• Information on intent and ability to meet the SDVOSB set-aside requirement (VAAR 852.219-73), including available personnel, financial resources, and subcontracting plans for SDVOSBs.

• Assessment of the draft PWS detail sufficiency, with technical comments/recommendations if deemed insufficient.

• Page limitation: 10 pages. No marketing materials or generic capability statements.

• Responses must address capabilities specific to the draft PWS.

• Technical questions must be submitted in a separate document titled "VA Enterprise CCC Support RFI_Questions".

• Responses are due by 1:00 PM EST, March 6, 2026.

• Submission via email to Joshua Fitzmaurice (Joshua.Fitzmaurice@va.gov) and Mina Awad (Mina.Awad@va.gov) with "VA CCC Support" in the subject line.

• Email file size limit: 5 MB.

• Mark responses as "Proprietary Information" if business sensitive.

• NAICS code: 541512 with a size standard of $34.0 million.

• Specific requirement to address the VA Notice of Total Set-Aside for Certified SDVOSBs (VAAR 852.219-73) and 13 CFR §125.6.

• A draft "VA Enterprise Contact Center Consolidation (CCC) Support" PWS is attached.

• The government will not review information exceeding the 10-page limit.

• Answers to submitted questions will be posted prior to/with the Solicitation.

Performance Work Statement (PWS)

To provide comprehensive program support services for the Department of Veterans Affairs' (VA) Enterprise Contact Center Consolidation (CCC) initiative, aiming to modernize and unify VA's decentralized contact center operations into a seamless, Veteran-centric service delivery model.

The contractor will provide expertise in project management, business process standardization, contact center operational design, workforce planning, technology modernization, change management, communications, policy formulation, and training. This support extends across major VA Administrations and Staff Offices to facilitate a phased consolidation of existing contact centers.

• Project Management: Develop and maintain a Contractor Project Management Plan (CPMP) and provide Monthly Progress Reports.

• PMO Support: Establish and maintain an enterprise PMO structure, manage project documentation, facilitate stakeholder engagement, and provide status reports.

• Contact Center Operations Analysis & Standardization: Assess current operations, recommend a Target Operating Model (TOM), develop standardized procedures (SOPs), provide forecasting, and support technology integration. Key deliverables include the Contact Center Baseline Assessment Report, Target Operating Model, Technology Integration Roadmap, and Final Consolidation Implementation Report.

• Workforce Planning and Training Support: Analyze current workforce, recommend a consolidated model, develop training materials, and assist with training delivery. Deliverable: Training Curriculum & Materials.

• Organizational Change Management (OCM): Develop and execute a change management strategy, conduct stakeholder analyses, deliver communications, and facilitate engagement. Deliverable: Change Management Strategy & Communications Plan.

• Continuous Improvement and Performance Monitoring: Establish a measurement framework, provide performance analysis, facilitate improvement workshops, and support knowledge transfer. Deliverable: Continuous Improvement & Performance Framework.

• Deliverables must be high-quality, accurate, and Section 508 compliant.

• At least 95% of milestones and deliverables must be on time.

• Respond to VA inquiries within one business day.

• Maintain an average stakeholder satisfaction rating of 4.0 or higher.

• Issues must be addressed within 3 business days of identification.

• All work must comply with federal laws, VA policies, and regulatory requirements.

• Period of Performance (PoP) to be determined at contract award, may include base and option periods.

• Work may occur at Contractor facilities, VA headquarters, or VA field locations. Virtual participation is permitted with VA approval.

• Security & Privacy: Strict adherence to VA cybersecurity, privacy, and data protection policies, including adherence to FIPS standards, Zero Trust principles, FICAM, and PIV credential requirements. Background investigations for contractor personnel are required.

• IT Frameworks: Compliance with VA Technical Reference Model (TRM), Zero Trust controls, FICAM, IPv6, Trusted Internet Connection (TIC), and standard computer configurations.

• Processes: Adherence to Veteran Focused Integration Process (VIP), Product Line Management (PLM), and the OIT Process Asset Library (PAL).

• Data Sources: Compliance with Authoritative Data Sources (ADS) requirements.

• SSN Reduction: Discontinuation of SSN as a primary identifier, replaced by ICN.

• Deliverables: Electronic format required, using specified software suites.

• Personnel: Contractor personnel must undergo background investigations and adhere to security requirements. PIV credentials are required for logical access.

• Facilities: Government will provide office space and system access when working at a Government location. Remote access is permitted via VA-approved methods (e.g., Azure Virtual Desktop) with strict security controls.

• Property: Government-Furnished Information (GFI) will be provided; Contractor is responsible for safeguarding it.

• Sustainability: Compliance with requirements for IT using sustainable products and services.