DC01--Infrastructure Operations Franchise Fund Support Services

Questions & Answers / Clarifications

This document contains questions and answers related to Solicitation Number 36C10A25Q0090 for Infrastructure Operations Franchise Fund Support Services.

• The document is titled 'Questions and answers'.
• It is provided as an attachment to the solicitation.

This document serves to clarify aspects of the solicitation for potential bidders. Bidders should review these Q&As to ensure a complete understanding of the requirements and to inform their proposal preparation.

Questions & Answers / Clarifications

This document provides clarifications and answers to vendor questions regarding the solicitation.

• Page Limits: Sections A and B of the response are limited to 5 pages each, regardless of the number of PWS domains an organization supports.
• Multiple Domains: If an organization supports multiple domains, a single RFI response addressing all applicable domains should be submitted, rather than separate responses for each.
• Response Template: While "Attachment A Industry Response Template.docx" is provided, respondents can use their own template. However, it must align with RFI Section 4.4 instructions, include all required content, and follow the same structure as the provided template (Section C at the top, followed by Sections A and B).

This Q&A document clarifies submission requirements and response formatting, ensuring bidders understand how to structure and submit their proposals in accordance with the solicitation's guidelines.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for providing comprehensive enterprise technology operations and modernization services to ensure secure, highly available, and performant computing across the Department of Veterans Affairs (VA) on-premises, hybrid cloud, and mainframe environments. The goal is to support VA's mission of providing healthcare and benefits to Veterans.

The contractor will be responsible for planning, implementing, operating, and continuously improving enterprise hosting services, compute and storage infrastructure, server administration, container orchestration (via VA Platform One - VAPO), enterprise cloud management and operations, and mainframe operations. This includes day-to-day operations, security, capacity management, performance optimization, disaster recovery, and modernization initiatives. Services will be automation-forward and compliance-driven.

• Server Administration (Linux/Unix, Windows, Virtualization)
• Enterprise Storage Operations (Backup, Replication, Disaster Recovery)
• Containerization (VA Platform One - VAPO)
• Enterprise Cloud Management and Operations (VAEC)
• Mainframe Services
• Technology and Platform Application Support (Leaf, e-Signature, SharePoint, Nintex, ECFax, Enterprise Logging Warehouse)
• Task Order Program Management
• Surge Support (Optional Task)

Performance will be assessed based on criteria including, but not limited to:

• System Uptime (99.9% for critical systems)

• Incident Resolution Times (e.g., critical storage failures within 4 hours)

• Backup Success Rates (98% success rate)

• Disaster Recovery Success (RTO/RPO targets met)

• Security Compliance (100% compliance with NIST 800-53)

• Timeliness of reports and deliverables

• Performance Period (PoP): 12 months from award, with four 12-month option periods. Overall PoP not to exceed 60 months.

• Place of Performance: Contractor facilities, with potential for government facilities if specified.

• Adherence to VA security policies, NIST standards, and other relevant federal regulations.

• Continuous Authority to Operate (ATO) maintenance.

• Support for modernization and migration initiatives.

• Automation-forward and compliance-driven services.

• Specific security clearance levels (Tier 1/Low Risk, Tier 2/Moderate Risk, Tier 4/High Risk) may be required for personnel.

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for market research and acquisition planning purposes, in accordance with FAR 10 and FAR 15.201(e). It is not a solicitation for quotes or proposals. The VA is gathering industry input to support a planned future solicitation for a Multiple Award Task Order Contract (MATOC) for enterprise IT infrastructure operations across four distinct service domains.

The objectives of this RFI are to:

• Assess industry capabilities and capacity for enterprise IT infrastructure operations.
• Obtain feedback on the clarity, feasibility, and proposal-readiness of attached draft Performance Work Statements (PWSs).
• Understand the socioeconomic composition of potential offerors.
• Identify potential risks, best practices, and opportunities to enhance competition.

The RFI requests responses structured into three sections:

• Capability Statement (Up to 5 pages): Describe the organization's experience designing, leading, and delivering enterprise-level solutions in one or more of the following PWS domains: Application Hosting Compute & Storage, Application Services, Datacenter Facility Operations, and Infrastructure Engineering & Operations. Focus on prime-level leadership, scope and complexity, role and responsibility, outcomes, lessons learned, enterprise scale and technical capability, and performance-based delivery experience.
• Industry Feedback on Draft PWSs (Up to 5 pages): Provide specific, actionable feedback on the attached draft PWSs, addressing proposal-ability (Go/No-Go), clarity and completeness, performance metrics and acceptance, key risks and implementation challenges, and ability to scale.
• Administrative Information (No Page Limit): Include a cover sheet with company details, socioeconomic status (registered in SAM), and existing contract vehicles. Size status under NAICS 541512 or 541513 / PSC DC01 should also be identified.

This RFI is for planning purposes only and does not constitute a commitment to issue a solicitation or award a contract. The anticipated acquisition is for a competitive MATOC.

• Submission Deadline: February 6, 2026, at 4:00 PM Eastern Time.
• Submission Method: Electronically to anthony.araujo@va.gov and claudetta.smith@va.gov.
• Email Subject Line: Response to RFI Number 36C10A25Q0090 v2.
• Formatting Requirements: Microsoft Word, Arial 12-point font, 8.5x11 inches, 1-inch margins, max file size 40 MB. Pages must be numbered. Charts/tables count toward page limits.

Respondents are asked to identify their current socioeconomic category(ies) as registered in SAM, including Small Business, 8(a), HUBZone, SDVOSB, VOSB, WOSB/EDWOSB, Small Disadvantaged Business, and Large Business.

• The Government will not reimburse costs incurred in responding.
• Submission is voluntary and does not preclude future participation.
• The Government will not provide individual feedback.
• All submitted information becomes Government property.
• Respondents are responsible for marking proprietary information.
• Services may be required at Government facilities and remote/cloud environments. Primary locations may include Austin, TX; Hines, IL; Philadelphia, PA; Falling Waters, WV; and Quantico, VA, with additional regional and remote locations as required.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for supporting the Department of Veterans Affairs (VA) Office of Information & Technology (OIT) Infrastructure Operations (IO) in delivering secure, reliable, and modern IT services. The primary goal is to maintain and modernize the VA's complex IT environment, ensuring high availability, security compliance, and performance for enterprise systems and applications.

The Contractor will provide support across several key functional areas within the Application Services domain:

• Identity, Credential, and Access Management (ICAM): Deliver, operate, and modernize ICAM services, including identity governance, single sign-on (SSO), multi-factor authentication (MFA), and privileged access management. This includes supporting legacy and modern systems, transitioning to cloud platforms, and ensuring compliance with NIST SP 800-63 and VA security standards.
• Infrastructure Vulnerability Management: Enhance cybersecurity posture through continuous monitoring, identification, and remediation of vulnerabilities across over 130 system boundaries and 2 million endpoints. This includes managing Known Exploited Vulnerabilities (KEVs) and ensuring compliance with federal mandates.
• Certificate Management/Public Key Infrastructure (PKI): Maintain and optimize the VA's PKI system to support secure digital transactions and identity validation.
• Web Infrastructure and Administration: Sustain and optimize the enterprise web infrastructure for uptime and secure operations.
• Middleware: Maintain and optimize middleware and file transfer infrastructure to ensure secure, reliable, and high-performing operations.
• Application Virtualization: Support VA's application virtualization environment for efficient delivery and management of virtualized applications.
• Printer Security Management: Manage and secure the enterprise printing environment to prevent unauthorized access and protect sensitive information.
• Database Administration: Provide operational support for VA's enterprise databases, including installations, upgrades, backups, and recovery.
• Operations Control & Consolidated Mail Outpatient Pharmacy (CMOP): Support pharmacy operations, ensuring timely and accurate processing of prescriptions and related services.

The Period of Performance (PoP) is 12 months from the date of award, with four 12-month option periods. Tasks will be performed in VA facilities or at Contractor facilities, with remote work possible with COR concurrence.

• Agile Delivery: Services will be operated following modern DevOps best practices and Agile delivery methods.
• Security Compliance: Ensure compliance with federal mandates (e.g., OMB M-19-17, NIST SP 800-63-3, Executive Order 14028) and VA security standards.
• Performance Metrics: The PWS details specific Key Performance Indicators (KPIs) and Acceptable Quality Levels (AQLs) for various services, including uptime, incident resolution, and security compliance.
• Optional Tasks: Specific optional tasks are outlined, such as Active Directory Product Delivery and Operations, ICAM Enterprise Program Management, ICAM Customer Experience and Change Management, ICAM Innovation Support, Digital Identity Risk Management, Identity, Security, and Data Integration Risk, Remediation, Compliance, and Policy Support, Identity Governance and Administration (IGA) Modernization, and Active Directory Modernization Planning.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for Infrastructure Engineering & Operations (IO&E) within the Department of Veterans Affairs (VA) Office of Information & Technology (OIT). The primary objective is to provide comprehensive engineering and optimization support to operational environments, aiming to enhance performance, efficiency, and reliability of IT infrastructure services. This includes supporting mission-critical systems and ensuring a resilient, cost-effective, and scalable infrastructure.

The contractor will provide support in three primary areas:

• Infrastructure Enhancements: Focuses on advanced analytics, automation, and architectural best practices to optimize infrastructure capabilities, ensuring systems are resilient, scalable, and aligned with mission needs. This includes Service Integration and Management (SIAM) framework services and Cloud Financial Operations (FinOps) to manage cloud costs.

• Data Center Operations: Encompasses data center and cloud engineering, management, and operations. This involves designing, implementing, and maintaining secure, scalable, and resilient data center and cloud infrastructure solutions, including decommissioning and lifecycle modernization.

• Business Office Integration: Involves developing and implementing a comprehensive portfolio management strategy for IO, aligning infrastructure initiatives with enterprise priorities, managing resources, and tracking performance. This includes managing day-to-day operations, service intake, and stakeholder engagement.

• Performance Period: 12 months from date of award, with four 12-month option periods. Optional tasks have specific performance periods. The overall Period of Performance shall not exceed 60 months.

• Place of Performance: VA facilities or Contractor facilities, as specified in the proposal. Contractor personnel must be available during VA business hours (8:00 AM Eastern Time through 4:30 PM Pacific Time).

• Travel: Anticipated for program-related meetings and conferences. Costs are to be included in firm-fixed price line items and will not be directly reimbursed.

• Security: Includes Position Sensitivity and Background Investigation Requirements by Task, with specific tiers (Tier 1/Low Risk, Tier 2/Moderate Risk, Tier 4/High Risk) outlined.

• Government Furnished Property (GFP): Laptops are estimated to be required.

• Compliance: Adherence to VA and federal standards, including Section 508, WCAG 2.0, and PDF/UA-1, is required for all deliverables.

Statement of Work (SOW) / Performance Work Statement (PWS)

This PWS outlines requirements for comprehensive support of the Department of Veterans Affairs (VA) IT data center infrastructure, aiming to ensure 99.982% uptime, execute infrastructure projects, manage electrical and mechanical systems, and support DCIM and ITSM platforms. The goal is to maintain operational integrity, safety, and sustainability of VA's data center assets.

• Facility Management: Oversight of physical assets, including data centers and administrative buildings, focusing on safety, efficiency, and operational readiness. Includes inspections, maintenance, energy efficiency initiatives, and contingency planning.

• Security Administration: Enhancing security across data center and cloud infrastructure, implementing security measures, conducting assessments, monitoring systems, and ensuring compliance with VA and federal standards.

• Electrical and Mechanical Infrastructure Support: Providing support for the Austin Enterprise Data Center (AEDC) and Philadelphia Enterprise Data Center (PEDC), ensuring Tier III availability, energy efficiency, and compliance. This includes maintenance of UPS, generators, HVAC systems, and electrical equipment.

• Datacenter Cooling Requirements: Ensuring continuous operation of HVAC systems, including chillers, CRAC, and CRAH units, maintaining N+1 redundancy, and responding to refrigerant leaks.

• Personnel Verification and Identification (PIV) Support: Providing secure and efficient identity management, including PIV card issuance, personnel enrollment, and data center access tracking.

• Emergency Power Requirements: Maintenance of emergency generators, diesel fuel control systems, and UPS/battery/PDU/RPP systems.

• Computer Room Cleaning: Bi-annual specialized cleaning services for various computer rooms and tiled flooring areas within the AEDC.

• VESDA and Freon Detection System: Maintenance and repair of Very Early Warning Aspiring Smoke Detection and refrigerant detection systems.

• Task Order Program Management: Providing administrative, managerial, logistical, integration, and financial support for the task order.

• Surge Support (Optional Task): Providing flexible and scalable support for increased demand or strategic shifts.

• Performance Period: 12 months from award, with four 12-month option periods. Overall period not to exceed 60 months.

• Place of Performance: VA facilities in Austin, TX (AITC) and Philadelphia, PA (PITC). Remote work may be permitted with prior concurrence.

• Personnel: Certified personnel required for specialized tasks, including licensed electricians and HVAC technicians. Minimum of 10-hour OSHA training for all contractor employees.

• Compliance: Adherence to VA policies, federal mandates, Uptime Institute standards, NEC, NFPA, OSHA, and OEM specifications.

• Security: Background investigation requirements vary by task, with specific levels outlined.

• Government Furnished Property: Laptops will be provided for contractor resources.

Solicitation / RFP / RFQ

This document is a solicitation for Infrastructure Operations Franchise Fund Support Services. The Department of Veterans Affairs, Technology Acquisition Center, is seeking proposals for these services.

This solicitation references several attached documents that detail the scope of work:

• P01 PWS - Application Hosting Compute and Storage

• P01 PWS - Infrastructure Engineering And Operations

• P01 PWS - Application Services

• P01 PWS - Datacenter Facility Operations

• Product Service Code: DC01

• NAICS Code: 541512

• Contracting Office Address: 23 Christopher Way, Eatontown NJ 07724

• Response Date/Time/Zone: February 6, 2026, 4:00 PM Eastern Time, New York, USA.

No specific set-aside information is provided in this section.

• The solicitation number is 36C10A25Q0090.
• The archive period is 60 days after the response date.

Form / Attachment / Pricing Sheet

This document is Attachment A, an "Industry Response Template" for RFI Number 36C10A25Q0090 (v2) issued by the Department of Veterans Affairs. It is designed to guide respondents in providing specific information related to their company and capabilities.

SECTION C – ADMINISTRATIVE INFORMATION:

• Company Name
• Address
• Website
• SAM UEI
• Point of Contact (Name, Title, Phone, Email)
• Socioeconomic Status (Small Business categories, Large Business)

SECTION A – CAPABILITY STATEMENT (Up to 5 Pages):

• Capability Area (Description)
• PWS Domain(s) Addressed
• Relevant Experience
• Enterprise Scale
• Hybrid / Multi-Cloud Experience
• Core Technical Competencies
• Performance-Based Delivery Experience

SECTION B – INDUSTRY FEEDBACK ON DRAFT PWSS (Up to 5 Pages):

• Question / Issue
• PWS Reference
• Response / Recommendation

Respondents are instructed to complete all applicable sections, expand tables as needed, and cite PWS section and paragraph numbers where applicable.

This template is crucial for bidders to structure their responses to the RFI. It outlines the specific company, capability, and feedback information the Department of Veterans Affairs requires, directly impacting proposal preparation and content.

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for market research and acquisition planning purposes, in accordance with FAR 10 and FAR 15.201(e). It is not a solicitation (RFQ, RFP, IFB) and does not commit the Government to any contract award. The VA is gathering information to support a planned future solicitation for a Multiple Award Task Order Contract (MATOC) for enterprise IT infrastructure operations across three distinct service domains.

• Assess industry capabilities and capacity for enterprise-scale IT infrastructure operations.
• Obtain feedback on the clarity, feasibility, and proposal-readiness of attached draft Performance Work Statements (PWSs).
• Understand the socioeconomic composition of potential offerors.
• Identify potential risks, best practices, and opportunities to enhance competition.

The VA is contemplating a competitive MATOC for enterprise IT infrastructure operations. This RFI seeks industry input to validate the scope, structure, and performance expectations of the draft PWSs.

• Deadline: February 6, 2026, at 4:00 PM Eastern Time.

• Submission Method: Email to anthony.araujo@va.gov and claudetta.smith@va.gov with subject line: "Response to RFI Number 36C10A25Q0090 v2".

• Response Structure:

  • Section A – Capability Statement (Max 5 pages): Focus on prime-level experience in designing, leading, and delivering enterprise-scale solutions for the specified PWS domains (Application Hosting Compute & Storage, Application Services, Datacenter Facility Operations, Infrastructure Engineering & Operations). Address scope, complexity, role, outcomes, lessons learned, technical capability, and performance-based delivery experience.
  • Section B – Industry Feedback on Draft PWSs (Max 5 pages): Provide specific, actionable feedback on the clarity, feasibility, and proposal-readiness of the draft PWSs. Address proposal-ability, clarity/completeness, performance metrics, risks, and ability to scale.
  • Section C – Administrative Information (No page limit): Include Cover Sheet (company info, POC, UEI), Socioeconomic Status (registered SAM categories, size status), and Existing Contract Vehicles.

• Formatting: Microsoft Word, 8.5x11 inches, Arial 12-point font, 1-inch margins, max 40 MB file size. Pages must be numbered and labeled.

• No costs incurred in responding will be reimbursed.

• Non-response will not preclude future participation.

• Information received may be used to refine requirements and strategy.

• No individual feedback or follow-up discussions will be provided.

• All submissions become Government property.

Services may be required at Government facilities and remote/cloud environments, potentially including Austin, TX; Hines, IL; Philadelphia, PA; Falling Waters, WV; Quantico, VA, and other locations.

Performance Work Statement (PWS)

To provide comprehensive engineering and optimization support to the Department of Veterans Affairs (VA) Office of Information & Technology (OIT), Infrastructure Operations (IO) organization, ensuring secure, reliable, and modern IT services for Veterans. The goal is to enhance infrastructure performance, efficiency, and reliability across on-premises data centers, hybrid cloud platforms, and distributed systems.

The PWS outlines support in three primary areas:

• Infrastructure Enhancements: Focuses on optimizing cloud and on-premises environments through Service Integration and Management (SIAM) framework implementation, Cloud Financial Operations (FinOps), advanced analytics, automation, and architectural best practices. This includes infrastructure planning, security, and compliance.
• Data Center Operations: Encompasses the design, deployment, and maintenance of secure, scalable hybrid infrastructure. Services include data center and cloud engineering (decommissioning, modernization, simulation, design), data center management, and IT project management support.
• Business Office Integration: Involves developing and implementing a portfolio management strategy, optimizing operations and intake processes, providing front office support, managing strategic communications, IT technical documentation, customer outreach, and supporting the Franchise Fund Business Office (financial management, customer agreements, revenue management, project controls, administration).

Key performance indicators (KPIs) and acceptable quality levels (AQLs) are defined for various tasks, focusing on uptime, incident resolution times, accuracy of documentation, project delivery within scope and schedule, stakeholder satisfaction, and compliance.

• Period of Performance (PoP): 12 months from award, with four 12-month option periods. The overall PoP shall not exceed 60 months.

• Place of Performance: To be performed at Contractor facilities or VA facilities as specified.

• Security: Position sensitivity and background investigation requirements are detailed by task.

• Compliance: Adherence to VA and federal standards, including Section 508 accessibility.

• Tools: Utilization of VA-approved tools and templates.

• Reporting: Regular reporting on performance, risks, and activities is required.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide comprehensive support for the operation, maintenance, monitoring, and enhancement of IT data center infrastructure across VA Enterprise and Regional Data Centers, ensuring continuous availability and operational integrity.

• Facility Management: Oversight of physical assets, including data centers, ensuring safety, efficiency, operational readiness, compliance, and business continuity.

• Security Administration: Development and implementation of security measures, protocols, assessments, and monitoring to safeguard sensitive information and infrastructure.

• Electrical and Mechanical Infrastructure Support: Maintaining Tier III availability (99.982% uptime) through redundant systems, preventive maintenance, emergency response, power quality analysis, HVAC maintenance, and infrastructure project management for the Austin and Philadelphia Data Centers.

• Datacenter Cooling Requirements: Ensuring continuous, compliant, and efficient operation of HVAC systems, including CRAC/CRAH units, chillers, and BMS, with N+1 redundancy.

• Personnel Verification and Identification (PIV) Support: Full-service support for PIV operations, including card issuance, enrollment, access tracking, and reporting.

• Emergency Power Requirements: Operation and maintenance of emergency generators, diesel fuel control systems, and UPS/battery/PDU/RPP systems.

• Computer Room Cleaning: Routine and specialized cleaning services for data center spaces, raised floors, and equipment.

• VESDA and Freon Detection System: Maintenance and repair of smoke and refrigerant detection systems.

• Task Order Program Management: Administrative, managerial, logistical, integration, and financial support, including project planning, scheduling, financial management, and risk management.

• Surge Support (Optional Task): Providing additional resources and flexible support for increased demand or strategic objectives.

• Key Performance Indicators (KPIs) include target MTTR (<15 minutes), MTBF (<15 minutes), 100% audit pass rate, PUE performance, incident frequency rate (<1 per year), uptime (≥ 99.982%), and rapid incident response (MTTR < 2 hours).

• Specific metrics for cooling, PIV issuance (within 15 minutes), generator testing, and fuel system reliability are detailed.

• Reporting includes monthly incident logs, PUE reports, design documentation, project reviews, uptime reports, PM completion reports, and compliance audits.

• Period of Performance (PoP): 12 months from date of award, with four 12-month option periods. Total PoP not to exceed 60 months. Surge support is 30 days from exercise.

• Place of Performance: VA facilities in Austin, TX (AITC) and Philadelphia, PA (PITC).

• Personnel: Certified electrical engineer and Master Electricians required for electrical tasks. HVAC certified technicians for cooling systems. OEM trained and certified technicians for UPS, batteries, and generators. OSHA 10-Hour Safety Training required for contractor employees.

• Security: Compliance with VA Handbook 0710 for Personnel Security and Suitability Program, with varying background investigation requirements based on task.

• Compliance: Adherence to NEC, NFPA, OSHA, VA-specific regulations, and Uptime Institute Tier III standards.

• Government Furnished Property (GFP): Laptops for contractor resources.

• Onsite Presence: 24x7x365 coverage required for facility operations, with specific staffing for electricians and other roles.

Solicitation / RFP / RFQ

This is a solicitation for Infrastructure Operations Franchise Fund Support Services for the Department of Veterans Affairs, Technology Acquisition Center. The solicitation number is 36C10A25Q0090.

The solicitation references several attached documents that detail the requirements, including:

• PWS - Datacenter Facility Operations

• PWS - Infrastructure Engineering And Operations

• PWS - Application Services

• PWS - Application Hosting Compute and Storage

• Acronym List

• RFI v2

• Industry Response Template

• Product Service Code: DC01

• NAICS Code: 541512

• Contracting Office Address: 23 Christopher Way, Eatontown NJ 07724

• Place of Performance: 07724

• Response Date/Time: February 6, 2026, 4:00 PM Eastern Time, New York, USA.

• An "Industry Response Template" is provided.

Not specified in the provided text.

• The contracting office is located in Eatontown, NJ (ZIP code 07724).
• The Point of Contact is Anthony Araujo, Contract Specialist, at Anthony.Araujo@va.gov or 512-492-5079.

Performance Work Statement (PWS)

To provide end-to-end enterprise technology operations and modernization services ensuring secure, highly available, and performant computing across VA’s on-premises, hybrid cloud, and mainframe environments. This includes planning, implementing, operating, and continuously improving enterprise hosting services, compute and storage infrastructure, server administration, container orchestration (VAPO), enterprise cloud management, and mainframe operations.

Key areas include:

• Server Administration (Linux/Unix, Windows, Virtualization)

• Enterprise Storage Operations (Backup, Storage Management)

• Containerization (VA Platform One - VAPO)

• Enterprise Cloud Management and Operations (VAEC)

• Mainframe Services

• Technology and Platform Application Support (LEAF, e-Signature, SharePoint, Nintex, ECFax, Enterprise Logging Warehouse)

• Task Order Program Management

• Optional tasks for Leaf Transition Plan and Surge Support.

• Uptime and recovery Service Level Agreements (SLAs) must be met or exceeded.

• Adherence to enterprise security policies and federal standards, maintaining continuous Authority to Operate (ATO).

• Elastic capacity aligned to workload demand and performance optimization.

• Cost efficiency through capacity planning, right-sizing, and automation.

• Standardization of processes (ITIL-aligned) and automation of routine tasks.

• Specific KPIs and AQLs are detailed for various functions, including uptime, incident resolution, patch compliance, backup success rates, and DR compliance.

• Period of Performance (PoP): 12 months from award, with four 12-month option periods. Overall PoP not to exceed 60 months.

• Place of Performance: Can be at Government facilities or Contractor facilities, as specified in proposals.

• Security and Privacy Requirements: Adherence to VA Handbook 0710, with specific background investigation levels (Tier 1/Low Risk, Tier 2/Moderate Risk, Tier 4/High Risk) depending on task.

• Compliance with NIST SP 800-53 Rev. 5, NIST SP 800-37, NIST SP 800-61, NIST SP 800-171, VA Directive 6500, TIC 3.0, and relevant OMB Memoranda (e.g., M-22-09 for Zero Trust).

• DevSecOps practices, data governance, records management, privacy, and accessibility (Section 508) are required.

• Government Furnished Property (GFP) may include laptops.

Performance Work Statement (PWS)

This PWS outlines the Department of Veterans Affairs (VA) Office of Information & Technology's (OIT) need for comprehensive operational and engineering support across various IT disciplines. The goal is to maintain and modernize critical IT services, ensuring security, reliability, and performance for VA's enterprise systems, which are vital for delivering healthcare and benefits to Veterans.

The scope encompasses several key functional areas:

• Identity, Credential, and Access Management (ICAM): Delivering, operating, and modernizing ICAM services, including identity governance, single sign-on, multi-factor authentication, and privileged access management. This includes supporting Zero Trust strategy and compliance with federal mandates.
• Infrastructure Vulnerability Management: Enhancing cybersecurity posture through comprehensive vulnerability management, continuous monitoring, and remediation of known exploited vulnerabilities (KEVs).
• Certificate Management/Public Key Infrastructure (PKI): Maintaining and optimizing the PKI system for secure digital transactions.
• Web Infrastructure and Administration: Sustaining and optimizing enterprise web infrastructure for uptime and secure operations.
• Middleware: Maintaining and optimizing middleware and file transfer infrastructure for secure and reliable operations.
• Application Virtualization: Supporting VA’s application virtualization environment.
• Printer Security Management: Managing and securing the enterprise printing environment.
• Database Administration: Providing administration and operational support for enterprise databases.
• Operations Control & Consolidated Mail Outpatient Pharmacy (CMOP): Supporting pharmacy operations, prescription processing, and related services.

Key performance indicators include high availability targets (e.g., 99.99% for critical SSO services), incident response times, ticket resolution rates, and successful change management rates. Specific metrics are detailed for each functional area.

The Performance Period (PoP) is 12 months from the date of award, with four 12-month option periods. Optional tasks have varying performance periods. Work may be performed at VA facilities or contractor facilities, with potential for remote work upon COR concurrence.

Contractors must adhere to security and privacy requirements, including specific background investigation levels based on task responsibilities. Compliance with federal mandates such as OMB M-19-17, NIST SP 800-63-3, and Executive Order 14028 is required. The PWS also details requirements for Agile delivery, DevOps best practices, and human-centered design.

Other / Unclassified

This document is an acronym definition list for the Infrastructure Operations MATOC (Multiple Award Task Order Contract). It provides the full spelling for various acronyms used within the context of this opportunity.

This list is crucial for bidders to understand the technical and operational terminology used in other related documents for the Infrastructure Operations MATOC. Familiarizing oneself with these definitions will aid in comprehending requirements, scope, and specifications within solicitations, SOWs, PWSs, and other contractual documents associated with this opportunity.

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for market research and planning purposes to identify qualified vendors capable of providing enterprise IT infrastructure support services. The goal is to understand industry capabilities and best practices for enhancing the delivery, performance, and cost-effectiveness of IT infrastructure operations within a hybrid IT environment, ensuring it is secure, scalable, and resilient.

Vendors are requested to provide company information, a technical approach (max 20 pages) addressing enterprise IT infrastructure support services, and a Rough Order of Magnitude (ROM) estimate. The services may include, but are not limited to:

• Application Hosting (operational support, cloud platform management, administration)
• Application Services (vulnerability management, compliance, security, audit readiness, physical database support)
• Engineering and Support Services (data center operations, modernization, connectivity, customer engagement)

This RFI does not constitute a Request for Quote (RFQ) or Request for Proposal (RFP) and does not obligate the Government to award a contract. Any future contract will result from a competitive process.

Responses are due electronically by 1:00 PM EST on October 21, 2025, to Anthony.Araujo@va.gov. The VA reserves the right to not reply to any submissions. Submitted information becomes Government property and will not be returned. Vendors are responsible for marking proprietary information.

Vendors should provide their Business Size and Status under NAICS 541512 (or alternate NAICS with rationale) and any applicable socioeconomic status. Vendors should also list any relevant contract vehicles.

The VA is seeking industry feedback on structuring outcomes-based IT contracts, including strategies for single vs. multiple awards, managing complex IT infrastructure requirements, defining and measuring IT outcomes, leveraging innovation, and establishing effective contractual terms. A baseline Performance Work Statement (PWS) is attached for review and comment, with the goal of focusing future PWS on outcome-based performance.

Solicitation / RFP / RFQ

This document is a solicitation for Infrastructure Operations Franchise Fund Support Services for the Department of Veterans Affairs, Technology Acquisition Center. The solicitation number is 36C10A25Q0090.

This solicitation references attached documents for detailed requirements:

• PWS - IO Support Services DRAFT
• Enterprise IT infrastructure Support Services RFI

Not specified in the provided text.

• Response Date/Time: October 14, 2025, 1:00 PM Eastern Time, New York, USA.

Not specified in the provided text.

• The Contracting Office is located at 23 Christopher Way, Eatontown NJ 07724.
• The Product Service Code is DF01 and the NAICS Code is 541512.
• The Point of Contact is Anthony Araujo, Contract Specialist, at Anthony.Araujo@va.gov or 848-377-5250.

Request for Information (RFI)

This RFI is issued by the VA for market research and planning purposes to identify qualified vendors capable of providing enterprise IT infrastructure support services. The goal is to understand industry capabilities and best practices for delivering secure, scalable, resilient, and cost-effective IT infrastructure operations within a hybrid environment, supporting the VA's mission and federal IT modernization goals. This RFI does not constitute a solicitation and does not obligate the government to award a contract.

The RFI requests information on the following:

• Company Information: Name, CAGE/UEI, Business Size/Status (NAICS 541512 or alternate), Contract Vehicles, Socioeconomic Status, Address, and Point of Contact.
• Technical Approach: A high-level description of the company's approach to delivering enterprise IT infrastructure support services, addressing areas such as Application Hosting, Application Services, and Engineering and Support Services (including Data Center operations, modernization, connectivity, and customer engagement).
• Rough Order of Magnitude (ROM): Catalog pricing and a ROM estimate aligned with the proposed technical approach.

This RFI is for market research only and does not represent a commitment to award a contract. Any future contract will result from a competitive process.

• Submission Deadline: Responses must be submitted electronically by 1:00 PM EST on October 14, 2025.
• Submission Point of Contact: Anthony.Araujo@va.gov (Contract Specialist), Claudetta.Smith@va.gov (Contracting Officer).
• Evaluation: Not applicable as this is an RFI.

Vendors are asked to provide their Business Size and Status under NAICS 541512 (or alternate NAICS with rationale) and their Socioeconomic Status if applicable.

• The VA is seeking industry feedback on structuring outcomes-based IT contracts, defining and measuring high-value IT outcomes, leveraging innovation in service delivery, and establishing effective contractual terms and conditions.
• A baseline Performance Work Statement (PWS) is attached for review and comment.
• Services may be required at various Government-operated data centers, regional facilities, and remote/cloud environments, with primary locations including Austin, TX; Hines, IL; Philadelphia, PA; Falling Waters, WV; and Quantico, VA.
• All expenses for responding are at the vendor's expense. Non-response does not preclude future participation. Submitted information becomes government property and will not be returned. Vendors are responsible for marking proprietary information.

Solicitation / RFP / RFQ

This is a solicitation for Infrastructure Operations Franchise Fund Support Services - Recompete. The Department of Veterans Affairs, Technology Acquisition Center, is seeking support services related to infrastructure operations.

Details regarding specific requirements, deliverables, and the scope of work are expected to be found in the attached documents, including a "PWS - IO Support Services DRAFT" and an "Enterprise IT infrastructure Support Services RFI."

Not specified in the provided text.

• Response Date/Time/Zone: October 14, 2025, 1:00 PM Central Time, Chicago, USA.
• Further details on submission and evaluation criteria are likely within the attached documents.

Not specified in the provided text.

• Solicitation Number: 36C10A25Q0090
• Product Service Code (PSC): DF01
• NAICS Code: 541512
• Contracting Office Address: Department of Veterans Affairs, Technology Acquisition Center, 23 Christopher Way, Eatontown NJ 07724.
• Point of Contact: Anthony Araujo, Contract Specialist, Anthony.Araujo@va.gov, 848-377-5250.
• Bidders are directed to review attached documents for comprehensive details.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for Infrastructure Operations (IO) Support Services for the Department of Veterans Affairs (VA), Office of Information & Technology (OIT). The overarching goal is to provide high-quality, effective, and efficient Information Technology (IT) services to support the VA's mission.

The contractor shall provide a wide range of IT support services, including:

• Project Management: Managing 40-50 IT infrastructure operations projects annually, including project charters, plans, risk management, status reports, and final reports. This includes managing small, medium, and large projects.
• IO Modernization and Innovation: Enhancing system reliability and decision-making through Artificial Intelligence (AI)-driven automation initiatives, emerging technology analysis, and stakeholder engagement.
• Business and Operations Support: Executing IT infrastructure operations projects, providing project analysis support, and managing critical system roadmaps.
• Enterprise Logging Warehouse Support: Providing project management support for the OMB 21-31 event logging and Enterprise Logging Warehouse (ELW) platform.
• ServiceNow/PowerBI Development Support: Supporting the development, enhancement, and maintenance of organizational reports and dashboards, Service Catalog items/workflows, and Scoped Applications.
• Future Operations Technology Analysis: Enabling data-driven, forward-thinking technology decisions and providing annual future technology landscape reports.
• Vendor Intelligence Support: Monitoring critical technology vendors and providing quarterly intelligence reports.
• Financial Management and Budgeting: Supporting IT operational cost reduction, budget forecasting, and financial management improvements.
• Project Control Engineering: Providing PCE services for IO support requirements, including resource management and application integration programs.
• Custom Reports: Developing and producing daily, weekly, or monthly reports related to labor task entry, labor task distribution, and billing.
• IAM Program Budget and Acquisition Support: Creating and managing IAM program budgets and acquisition packages.
• Cloud Financial Operations Management: Enhancing and utilizing the VA's FinOps framework for cloud financial operations.
• Communications and Outreach: Providing strategic communication support and customer outreach services.
• IT Customer Service Enhancement: Identifying and solving IT customer pain points and anticipating customer needs.
• CHDS Support: Conducting collaboration and knowledge sharing for CHDS Products.
• PIV Support: Supporting the issuance of Personal Identity Verification (PIV) cards.
• Mail and Print Operations Support: Providing comprehensive support for Franchise Fund (FF) Mail and Print Operations.
• ECFAX Support: Administering the ECFax Configuration Managed Database (CMDB).
• Technical Documentation Support: Producing clear, comprehensive, and accurate technical documentation and schematics.
• Enterprise Service Management (ESM) IT Documentation Support: Creating and maintaining comprehensive IT documentation for ESM.
• Database Management: Providing Oracle and SQL Server database administration support.
• After Hours Outage and Monitoring: Providing after-hours support for database platforms.
• Native Cloud Database Engineering and Architecture Support: Ensuring the design, implementation, and optimization of cloud-native database platforms.
• Cloud Database Management: Establishing a secure, high-performing, and cost-optimized cloud database management framework.
• Consolidated Mail Outpatient Pharmacy (CMOP) National Central Database Support: Providing remote support for CMOP CPS.
• Storage Management: Providing support for data protection, open, and mainframe storage systems.
• Directory Services and Network Infrastructure: Maintaining system administration support for enterprise environments.
• Server Management Coordination: Coordinating server software distribution and lifecycle management.
• Virtualization System Administration: Providing highly available, secure, and efficient Virtualization System administration services.
• Windows Server Administration: Providing Windows Server administration services.
• Linux/Unix Administration: Providing Linux/Unix administration services.
• Virtual Desktop and Applications Service Line Support: Maintaining success rate in triaging, troubleshooting, resolving, transferring, or escalating OIT ticketing system incidents and requests.
• WebOps Support: Ensuring the enterprise web infrastructure's stability, reliability, and security.
• Helpdesk and Incident Management: Providing Tier 2 help desk support.
• E-SIGNATURE: Providing Tier 2 operational support for eSignature product/service.
• Memorial Benefits Application Management and Customer Support: Providing application support and data maintenance for an Oracle Forms-based application.
• SharePoint Design: Designing Sites, Hubs, Solutions for customers requiring more than available to Citizen Developers.
• Container Support: Supporting container environments, including Kubernetes-based clusters.
• Cloud Support Services: Providing monitoring support for VAEC environments.
• Cloud Management: Maintaining a cloud demand and capacity management function.
• Service Catalog: Establishing a user-friendly, comprehensive, and continuously updated VAEC service catalog.
• Enterprise Logging Warehouse Splunk Support: Providing platform availability, operational & maintenance support, and development of recommendations.

Efforts are to be performed at Contractor facilities. The Contractor shall identify the Contractor's place of performance in their Task Execution Plan submission. The period of performance is not explicitly stated but implied to be ongoing based on the nature of the services.

• Order Type: The effort shall be proposed on a Cost Reimbursement (CR) basis, Time and Materials (T&M) basis and/or Firm Fixed Price (FFP) basis.
• Travel: The Government anticipates travel to perform tasks associated with the effort, as well as to attend program-related meetings or conferences. All estimated travel costs are to be included in firm-fixed price line items and will not be directly reimbursed.
• Position/Task Risk Designation Level(s): Requirements for position sensitivity and background investigation levels are detailed based on task number and risk level (Tier 1/Low Risk, Tier 2/Moderate Risk, Tier 4/High Risk).
• Security: Compliance with NIST 800-53, VA Directives, and other federal security and organizational requirements is mandatory across all services.
• Section 508 Compliance: All electronic ICT and content delivered must comply with Section 508 standards.