DD01--WILMAC Call Recording Extraction Service Base New requirement

Product Description

This Product Description (PD) outlines the Department of Veterans Affairs' (VA) requirement for a solution to extract, decrypt, standardize, and archive legacy call recordings from three on-premise platforms (Calabrio One, Avaya, Verint). The VA is undergoing a significant technology transformation and needs to preserve approximately 458 million call recordings in compliance with National Archives and Records Administration (NARA) mandates before decommissioning the legacy systems.

• Extraction & Decryption: Extract and decrypt all call recordings and associated metadata from Calabrio (main and legacy) and Avaya/Verint environments, leveraging existing Thales KMS credentials.

• Standardization & Archiving: Convert audio files to open-standard WAV format with metadata, consolidating them into a single, compliant archive.

• NARA Compliance: Implement NARA-compliant retention policies based on call type (crisis, benefits, healthcare) with automatic purging and legal hold capabilities.

• Platform: Solution must be a browser-based SaaS application, deployable on-premise or in a customer-provisioned cloud (AWS, Azure), and support FedRAMP compliance.

• Security: Must comply with VA Critical Security Controls, Zero Trust principles, and Section 508 accessibility standards for Information and Communication Technology (ICT).

• Deliverables: Continuity Replay base package, remote professional services for installation and training, audio file format conversion, customer-provided compliant storage, and optional file overage tiers.

• Source Systems: Calabrio One v11.5, Avaya/Verint 15.2.

• Output Format: Open-standard WAV.

• Storage Options: Local disk, Azure Blob, AWS S3, EMC ECS.

• Retention: Configurable by metadata attribute, NARA-compliant variable retention periods.

• Access Control: Role-Based Access Control (RBAC) with LDAP integration.

• Integrations: API-first architecture with connectors for various communication platforms.

• Section 508: ICT procurements must comply with updated accessibility requirements.

• Sustainability: Compliance with Energy Independence and Security Act and related Executive Orders for energy-efficient IT products.

• Zero Trust: Implementation of VA Critical Security Controls is mandatory.

• AI Requirements: Strict compliance with AI trustworthiness, security, and unbiased principles is required if AI is part of the solution, including specific documentation deliverables.

• Personnel Security: Contractor personnel require background investigations commensurate with their access level.

• FOB: Destination.

• Inspection/Acceptance: Destination.

• Special Instructions: Pre-shipment notification to Site POCs, coordination of deliveries, and specific labeling requirements.

• Reporting: Weekly Shipment/Delivery Progress Reports are required.

• Compliance with VA Technical Reference Model (VA TRM).

• Support for IPv6-Only environments.

• Contractor responsible for all software licenses and maintenance.

• Adherence to Trusted Internet Connection (TIC) requirements.

(Specific POCs are listed but not detailed in this summary.)

Request for Information (RFI)

This document is a Request for Information (RFI) issued by the Department of Veterans Affairs (VA) Technology Acquisition Center. The VA is undergoing a significant technology transformation and needs a solution to preserve, manage, and provide compliant access to hundreds of millions of legacy call recordings stored across three on-premise platforms (Calabrio One, Avaya, Verint). The goal is to extract, decrypt, standardize recordings into an open format, consolidate them into a compliant archive, and enable the decommissioning of the legacy platforms. This RFI is for market research purposes only and does not constitute a solicitation.

• Extract, decrypt, and standardize legacy call recordings into an open format (WAV).

• Consolidate recordings into a single compliant archive.

• Support NARA-mandated retention policies with variable retention by call type (crisis, benefits, healthcare).

• Provide Continuity Replay functionality with features like dashboard, advanced search, on-demand transcription, NARA retention engine, role-based access control, bulk export, and multi-interaction support.

• Ensure compatibility with assistive technology (Section 508).

• Comply with VA IT security and privacy requirements, including Zero Trust controls and IPv6 support.

• The document outlines line items for a base year and optional CLINs, including "Continuity Replay: Continuity Replay base package, cloud deployment" (WILMAC-CRC-TX) and "10 Million File Overage Tier" (10 MILLION FILE OVERAGE TIER).

• Interested parties capable of providing the products/services should submit a Vendor Capabilities Statement (limited to five pages, including a cover page with company name, POCs, and NAICS 561422 size standard).

• Responses are due no later than 12:00 PM EST on June 10, 2026.

• Submit responses via email to Belinda.espindola@va.gov.

• The opportunity is set-aside for SBA.

• NAICS Code: 561422.

• This is an RFI only; do not submit a proposal or quote.

• The government is not obligated to acquire any products or services described.

• Responses are not offers and cannot be accepted to form a binding contract.

• The VA requires compliance with Section 508 accessibility standards.

• Security and privacy requirements are detailed, including personnel vetting and data protection.