DA10--Department of Veterans Affairs- Data Call Centers - RFI

Other / Unclassified

This document is an "Industry Input" request from the Department of Veterans Affairs (VA) regarding the consolidation of its Contact Center operations. It builds upon a previous Request for Information (RFI) and seeks further details on evolving technology, enterprise-wide call centers, clinical care, and community care needs. The VA is particularly interested in leveraging open architecture solutions for rapid deployment and scalable capabilities.

The overall objective is to streamline VA's network of over 60 million annual calls, creating a consistent customer experience, minimizing duplication, optimizing technology, and reducing costs. Key components include performance objectives, acquisition strategies, mitigation strategies, and integration of clinical functions.

This RFI seeks industry recommendations on:

• Acquisition Strategies: Including recommendations for FedRAMP authorized, SaaS, IaaS, PaaS, Managed Service, or VA-owned/operated solutions. Input on combining or separating business and IT functions is also requested.
• Migration Strategies: Methodologies for migrating existing platforms and processes to the Genesys Cloud CX platform and a centralized CRM system. Advice on phased vs. comprehensive migration is sought.

The document details the current VA operating environment, including its decentralized contact centers, the Genesys Cloud CX platform, CRM platforms (Salesforce, Microsoft Dynamics), data sources, and business procedures. It also outlines key focus areas for suggestions, including workflow standardization, centralizing customer service data, transitioning to a unified ecosystem, data integration, and virtual care models. Appendices provide detailed questions for industry and information on current enterprise-wide call center functions and Health Connect services.

Request for Information (RFI)

This RFI is for planning purposes to gather information regarding the Department of Veterans Affairs (VA) Contact Center Consolidation. It is not a solicitation for bids or proposals, and no contract will be awarded based on this RFI. The government is seeking industry input on the requirements outlined in the attached "Industry Input on VA Contact Center Consolidation" document.

• NAICS Code: 541512 (Computer Systems Design and Related Services)

• Size Standard: $34.0 million

• Page Limit: 10 pages for responses. No marketing materials are allowed.

• Response Content: Must include company name, address, POC, contact info, business size/status (with VOSB/SDVOSB verification if applicable), DUNS number, existing contract vehicles, capability summary for the attached "Industry Input on VA Contact Center Consolidation," technical capability summary, corporate experience with specific examples (agency, POC, dollar value, contract number), intent and ability to meet SDVOSB set-aside requirements (VAAR 852.219-73), and feedback on the provided purpose/objective statement.

• Response Deadline: December 9, 2025, 1:00 PM EST

• Submission Method: Email to Joshua Fitzmaurice (Joshua.Fitzmaurice@va.gov) and Mina Awad (Mina.Awad@va.gov).

• Subject Line: "VA Contact Center Consolidation"

• File Size Limit: 5 MB per email.

• Proprietary Information: Mark responses as "Proprietary Information" if applicable.

• Questions: Technical questions must be submitted in a separate Word document titled "VA Contact Center RFI_Questions." Answers will be posted prior to/with the Solicitation.

• Responses will be treated as information only; no payment will be provided for incurred costs.

• Generic capability statements will not be accepted.

• The government does not intend to pay for submitted information.

• The attached "VA Contact Center Consolidation_Purpose Statement" is a key document for understanding the scope of interest.