DA10--PACT Act eGain Enterprise Knowledge Software (VA-26-00029908)(Sources Sought)

Solicitation / RFP / RFQ

This document is a DRAFT Product Description for "Brand Name eGain Software Maintenance and Technical Support for eGain Enterprise Knowledge Management Software License." The Department of Veterans Affairs (VA), Office of Information and Technology (OI&T), Veteran Relationship Management (VRM) requires software maintenance and support for one perpetual brand name eGain Enterprise Knowledge Management (KM) software license. This includes unlimited agent licenses, portal access, API access, and mobile application access.

• Software Maintenance and Support: Includes periodic upgrades, updates, enhancements, corrections, and 24/7/365 technical support.

• SaaS Environment: The eGain software operates in a Federal Risk and Authorization Management Program (FedRAMP) compliant SaaS environment, hosted by a third-party vendor, not on VA premise or VAEC.

• eGain Premier Support: Troubleshooting support for end-to-end system problems, including proprietary log data collection and analysis.

• Reporting: Progress or metric reports as needed.

• Section 508 Compliance: Adherence to accessibility standards for Information and Communication Technology (ICT).

• VA Technical Reference Model (TRM): Compliance with VA's TRM and approved technologies.

• Zero Trust: Implementation of VA Critical Security Controls by July 1, 2025.

• SSN Reduction: Discontinuation of SSNs as Primary Identifier, replacing with Integrated Control Number (ICN).

• IPv6 Support: Support for IPv6-Only environments.

• Trusted Internet Connection (TIC): Compliance with TIC Initiative requirements.

• Background Investigation: Position/Task Risk Designation Levels (Tier 1/Low Risk, Tier 2/Moderate Risk, Tier 4/High Risk) are defined.

• Government Furnished Property (GFP): Limited to laptops and PIV card readers. Contractor provides other accessories.

• Cloud Security: Compliance with ATO and FedRAMP requirements, including documentation like PIA, SAR, SSP, etc.

• Information Security & Privacy: Adherence to VA security and privacy language, including data protection, encryption, and media sanitization.

• Access Control: Strict rules for accessing VA information and systems, including background investigations and training.

• Security Incident Reporting: Immediate reporting of suspected security/privacy incidents.

• System Development: Compliance with NIST 800-37, VA Handbook 6500, and 6517 for security and privacy controls.

• Hosting & Operations: Compliance with Federal laws, regulations, and VA policies for hosted systems.

• Product Integrity: Compliance with regulations regarding ICTS supply chain, OEM procurement, and anti-counterfeiting.

• Viruses/Malware: Due diligence to ensure all software and patches are free of viruses and malware.

• Cryptographic Requirements: Documentation of cryptographic system support and use of FIPS 140-2 approved methods.

• Patching Governance: Documentation of patch management, vulnerability management, and update processes.

• Data Center Provisions: Compliance with VA network access, infrastructure, and data availability requirements.

• Base Period: June 24, 2026, through June 23, 2027.

• Option Period 1: 12 months, anticipated to follow the base period.

• Quality Level: Minimum 99.9% availability. Discounts apply for lower availability.

• Response Time: Defined by VA Severity Levels (SEV1-SEV4).

This is a Sources Sought notice, indicating the government is gathering information on potential sources. Specific submission instructions for proposals are not detailed in this document.

Not specified in this draft product description.

This document is a DRAFT and is for Sources Sought purposes only. It outlines the technical requirements and security considerations for the maintenance and support of the eGain Enterprise Knowledge Management software.

Sources Sought Notice

This notice seeks to identify qualified contractors capable of providing annual software maintenance and support for a single perpetual license of the brand name eGain Enterprise Knowledge Management (KM) software for the Department of Veterans Affairs (VA) Office of Information and Technology (OI&T), Veteran Relationship Management (VRM).

The VA requires maintenance and support for an existing eGain Enterprise KM perpetual license. This license includes unlimited agent licenses, unlimited external portal sessions, unlimited API access for customer chat deflection and inquiry routing, and a mobile application for iOS and Android devices, along with a Digital Channel Analytic Package.

• NAICS Code: 541519 (Other Computer Related Services)
• Small Business Size Standard: $34 million or 150 employees for Value Added Resellers.

Interested vendors must provide a capability package (max 7 pages) including:

• Company Name, Address, Point of Contact, Phone, Email, UEI

• NAICS code(s) and company business size/status

• For VOSB/SDVOSBs: Confirmation of SBA certification and intent/ability to meet set-aside requirements.

• Socioeconomic category(ies) if a small business.

• Existing Contractual Vehicles (GWAC, FSS, MAC).

• A brief summary of technical capabilities for brand name eGain software maintenance and technical support.

• Commercially available list pricing or Rough Order of Magnitude (ROM) for products/services, including quantities and unit pricing.

• Likelihood of responding to a future solicitation.

• Comments on the provided Draft Product Description (PD) regarding sufficiency and potential improvements.

• This is a Sources Sought Notice only; it is not a Request for Quote or Proposal.

• No marketing materials or generic capability statements are allowed.

• Responses are voluntary and will be used for market research and acquisition strategy development.

• The VA is not responsible for any costs incurred in responding.

• Not responding does not preclude future participation.

• Set-aside decisions may be based on responses.

• Questions Deadline: April 7, 2026, 10:00 a.m. ET. Submit via email to Joshua.Lemonds@va.gov and Diana.Armesto@va.gov with "36C10B26Q0258 eGain" in the subject line.

• Response Deadline: April 9, 2026, 11:00 a.m. ET. Submit via email to Joshua.Lemonds@va.gov and Diana.Armesto@va.gov with "36C10B26Q0258 eGain" in the subject line.

• Responses must be submitted electronically via email only.

• See Attachment A, Draft Product Description (PD), for additional information.