DE01--Enterprise Service Desk Managed Contact Center Infrastructure (CCI)
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) Enterprise Command Operations (ECO) is issuing a Request for Information (RFI) to gather market insights for a planned future solicitation concerning its Enterprise Service Desk Managed Contact Center Infrastructure (CCI) solution. The VA seeks feedback on current and future CCI capabilities, industry practices, and potential solutions. Responses are due by May 4, 2026, at 10:00 AM ET.
Purpose & Scope
This RFI (TAC RFI Number: 36C10B26Q0368) is for information and planning purposes only and does not constitute a solicitation. The VA aims to identify capable sources and refine requirements for its CCI solution, which currently utilizes NICE CXOne, integrated with Medallia and ServiceNow.
The CCI Contractor will be responsible for providing and maintaining a fully integrated, up-to-date CCI solution that interoperates with VA systems, supports multi-channel contact handling, intelligent routing, real-time reporting, and secure access for agents. This includes designing call flows, ensuring compatibility with VA infrastructure, addressing security, and staying current with OEM releases. Comprehensive performance analysis and reporting are also required.
Key Capabilities
Current Core Capabilities include: Intelligent Routing & Queuing, Interactive Voice Response (IVR), Quality Management, Recording & Monitoring, Agent Features, Supervisor Tools, Web Chat, Workforce Management (WFM), Virtual Call Queue, Automated Call Survey, SMS, CTI, and Screen Capture.
Enhanced Features encompass Web Callback, AI-driven tools (AutoPilot, Agent Co-Pilot, Supervisor Co-Pilot), and advanced authentication.
Anticipated Future Capabilities involve expansion into Conversational AI (Voice & Chat), AI Intent-Based Routing, Predictive Routing, Proactive and Predictive Service, Workforce Engagement Management, Hyper-Personalized Customer Experience, Intelligent Process Automation, Knowledge Intelligence, Real-Time Operational Intelligence, Integrated Service Management, Simulation-Based Agent Training, and Experience Orchestration.
Submission Requirements
Interested parties should submit a capability statement, maximum five pages, addressing:
- Recommended approach to maintaining, enhancing, or replacing the current CCI solution, including benefits and risks.
- Flexible, cost-effective Firm-Fixed-Price licensing models for fluctuating helpdesk agents and users.
- Strategic opportunities for future capabilities and enhancements.
- Recommended contract vehicle.
- Company business size and status.
Contract & Timeline
- Opportunity Type: Sources Sought / Request for Information
- Set-Aside: None specified
- Product Service Code: DE01 (Support Services for End User Client Computing)
- Response Due: May 4, 2026, 10:00 AM ET
- Published Date: April 22, 2026
Submission Instructions
Responses must be emailed to Daniel.dinocera@va.gov, Andrea.Caltabilota@va.gov, and Evan.Schlisserman@va.gov. The subject line should be "ECO CCI Solution- Capability Statement". Proprietary/sensitive information must be clearly marked.