EIS Genesys Call Center - RFI SOW.docx

Genesys Call Center

Department of Veterans Affairs

SOLICITATION for

Genesys Contact Center Infrastructure as a Service (IaaS)

Using the General Services Administration’s EIS Contract

DRAFT: Version 6.c.3 09/12/2025

SOLICITATION/CONTRACT FORM CONTINUED

DESCRIPTION

The purpose of this Task Order (TO) is to provide the Department of Veterans Affairs (VA) with Genesys Cloud Customer Experience Contact Center(s) Infrastructure as a Service (IaaS) as defined in Section B, for the duration of the period of performance defined in this order. This TO is placed in accordance with the General Service Administration (GSA) Enterprise Infrastructure Solutions (EIS) Indefinite Delivery Indefinite Quantity contract vehicle.

Supplies or Services and Prices/Costs

INCLUSIVE PRICING OF SERVICES

Any equipment, material, facility, site preparation, or service required in the performance of this task order for which a price is not specifically identified in the price proposal shall be considered to be included in the price of another item or provided at no cost to the government, except as otherwise provided for in this fair opportunity solicitation.

Base Period – 12 Months from Date of Award.

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Base Period Total

Option Period One: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period One Tota

Option Period Two: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Two Total

Option Period Three: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Three Total

Option Period Four: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Four Total

Option Period Five: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Five Total

Option Period Six: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Six Total

Option Period Seven: IAW FAR 52.217-9, “Option to Extend the Term of the Contract” – TBD

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option Period Seven Total

Option for an additional 6 months of service IAW FAR 52.217-8, “Option to Extend Services” The Government may unilaterally exercise at one time or multiple times.

Genesys Cloud Customer Experience Contact Center IaaS. The Contractor shall provide services as defined in Section C Statement of Work.

The quantities identified in this section represent not to exceed amounts based on the individual breakout identified in Attachment J.1 Price Workbook.

Option to Extend Service Total

Estimated Total Base and all Option Periods

ECONOMIC PRICE ADJUSTMENTS

The task order prices have to be at or below the EIS refreshed prices in the years starting TBD. The task order prices cannot exceed the EIS contract refreshed prices. If the task order prices exceed the EIS contract refreshed prices then the CLIN price will be adjusted via a task order modification to match the EIS contract refreshed price, and/or the refresh prices will match the discount(s) provided in the original order proposals.

PRICING SPREADSHEET

The contractor shall enter prices using the Pricing spreadsheet provided in Section J.1 of this solicitation.

GENERAL PRICING REQUIREMENTS

The Contractor shall deliver in accordance with the price schedule references for the services, related priced features described in Section C – Statement of Work (SOW) of this TO. The J.1 Price Workbook identifies specific CLINs within each service; however, all EIS contract prices are applicable to the TO. Post-award implementation decisions that are within the broad scope and necessary to meet the overall objectives of the TO may necessitate VA modify the Price Workbook to include additional EIS contract CLINs than those specifically built into the price model. In these circumstances, VA shall negotiate with the Contractor a bilateral modification that updates Section B and the J.1 Price Workbook.

Any equipment, material, facility, site preparation, labor, training, or service required in the performance of this TO for which a price is not specifically identified in the price tables shall be considered to be included in the price of another item or provided at no additional cost to the Government, except as otherwise provided for in this TO. The Contractor may waive any charge at any time.

The quantities contained in the Section J.1 Price Workbook are estimates that derive the minimum totals dollar value of each period. VA intends to obligate the minimum total dollar value for each period at time of award or at time of option exercise, if VA unilaterally exercises an option period. Actual quantities may vary during the VA TO performance period and shall be based on actual SOs placed. VA reserves the right to issue within scope modifications for additional quantities as needed. The quantities for optional CLINs and/or option periods contained in the tables found in Section J.1 Price Workbook are VA's best estimates and are not a guarantee of future requirements, and actual quantities ordered placed on SOs for optional CLINs and/or option periods may vary during the TO performance period.

SERVICE REFERENCES

The following TABLE provides a list of section references for the services being sought by this solicitation. For each service, the corresponding Section B and Section C references in the EIS contract as well as this solicitation are listed, along with an indication of whether the service is mandatory or optional to order.

Requirements

This is the Department of Veterans Affairs (VA) Task Order for Genesys Cloud Customer Experience Contact Center IaaS utilizing the General Services Administration’s Enterprise Infrastructure Solutions (EIS) contract.

The baseline requirements for the services sought herein are defined in Section C of the EIS contract. The Contractor shall provide all personnel, transportation, equipment, tools, materials, supplies, installation, management, supervision, engineering, maintenance, testing, and services necessary to make circuits/services fully operational and to perform all tasks and functions as defined in this requirement.

Consistent with Section C.2.11 of the EIS contracts, the Contractor shall provide, at no additional cost to the Government, all licenses and Service-Related Labor (SRL) necessary to implement the services. The Contractor shall provide, at no additional cost, any Service-Related Equipment (SRE) necessary to implement and manage the service.

SERVICE(S) SOUGHT

VA requires the following Genesys Cloud Customer Experience Contact Center IaaS.

NOTE: If any service below is marked with a star (*), it is designated as optional, i.e., a service that VA may order. Optional services represent a legitimate need based on such things as potential future requirements, forecasted data and estimated quantities but are ordered if and when VA chooses to do so. In contrast, the services that are not marked with a star are mandatory, i.e., services that the agency intends to order. Offerors shall include all services (mandatory and optional) in their proposals.

· Infrastructure as a Service (IaaS)

· Service-Related Labor (SRL)

The table below associated the service identified in this requirement with their applicable periods of performance. The base period and option period intervals are defined in Section H.2 of this requirement.

Option Period

PROJECT TITLE

Genesys Cloud Customer Experience Contact Center IaaS.

PROJECT OVERVIEW

This is a mission critical OIT project intended to stabilize and improve upon the technical and service delivery of connecting VA Call Center Professionals to Veterans having a mental health crisis or having thoughts of suicide and improving the Veterans experience with all VA Enterprise Contact Centers. The effort includes supporting the VA CCS in its efforts to implement and deploy its desired Federal Risk and Authorization Management Program (FedRAMP) Moderate Genesys Cloud Customer Experience Contact Center IaaS, inclusive of new telephony circuits, monitoring, call recording, workforce management tools, voice analytics

PROJECT BACKGROUND

The Department of Veterans Affairs, Office of Information and Technology (OIT), Connectivity and Collaboration Services (CCS), Unified Communications (UC) is committed to creating an interactive experience between the Veteran and VA that is easy, pleasant, effective, and personalized. Veterans place more than 140 million phone calls to the VA each year. There are numerous agency phone numbers; there is no roadmap to seamlessly get Veterans the services that they need. VA’s contact centers, defined as having two or more individuals answering the phone, have a decentralized, fragmented infrastructure supporting 63 dedicated contact centers. VA customer contact centers perform all functions associated with receiving and responding to inquiries, and providing information and services through the use of various communications media including, but not limited to, telephones, telecommunications devices for the deaf (TTY), Short Message Service (SMS)/text e-mail, the internet, fax and other media as from a variety of devices (e.g., voice, web, smartphones, mobile devices, etc.).

OIT CCS, UC, conducted a cloud-based assessment and solution screening Analysis of Alternatives (AoA). The determination is that the Genesys Cloud Customer Experience Contact Center IaaS FedRAMP certified advantages of scalability, cost-efficiency, and accessibility is the technological capabilities to provide a high quality, effective, and efficient Information Technology system to meet the mission of VA’s Enterprise Contact Centers. The Contractor shall provide the following IaaS Genesys CX cloud-hosted Contact Center capabilities including but not limited to:

1. Access to agency data in data centers shall comply with national Policy as defined in EIS Contract C.1.8.8 including agency sites and remote locations.

2. Customer Relationship management (CRM) tools

3. Enterprise Resource Planning (ERP) tools

4. Human Capital Management (HCM) tools

5. Desktop applications

6. Office automation tools

7. Security tools

8. Microservices Architecture and Journey Management

The VA OIT, CCS UC retains exclusive ownership over all its data in the cloud. The contractor shall provide tools to allow VA OIT, CCS UC to fully access IaaS-related data from the cloud in a usable format as needed.

DESCRIPTION OF CURRENT ENVIRONMENT

The VA is currently utilizing a FedRamp Moderate Genesys Cloud Customer Experience Contact Center Infrastructure as a Service (IaaS) for its enterprise-wide call center environment. This managed IaaS solution is designed to support a minimum estimated volume of 140 million contacts per year across VA’s approximately 18,750 agents distributed among 62 individual contact centers. The solution can handle a variety of customer support tasks across multiple communication channels such as telephone, text, email, WebChat, and fax at an enterprise level.

The Contact Center Service (CCS) solution shall integrate all existing VA contact centers, both within the Continental United States (CONUS) and outside CONUS (OCONUS) and shall seamlessly interoperate between all contact centers. The Contractor shall provide the managed infrastructure services on a 24 hour per day, 7 day per week, 365 day per year basis. The managed infrastructure service solution shall include providing toll free services (TFS) into and amongst the contact centers.

As new contact centers are established, they will be implemented through the managed infrastructure service provided simultaneously with migration activities.

The Contractor shall provide all management, transportation, equipment, tools, materials, Service-Related equipment (SRE), supplies, installation, supervision, engineering, maintenance, testing, and services necessary to make the circuits, services, functionality, and features fully operational and perform all the tasks associated with providing an enterprise-wide managed contact center infrastructure and associated TFS. The managed infrastructure service shall include ongoing responsibility for 24-hour monitoring, managing and/or problem resolution for the CCS and TFS systems. The Contractor shall be bound by the service-level agreements that state the performance and quality metrics of their relationship, defined in section 6.4. The managed infrastructure services shall not include contact center business operations personnel (e.g., agents). The managed infrastructure services shall be capable of supporting transition of the entire VA enterprise and the remaining VA contact centers are planned to be incorporated following a phased approach. The mandatory features listed in Table 1 are required for all contact centers incorporated into this effort. The optional features listed in Table 2 shall be capable of inclusion to any contact center at the time of migration to the managed infrastructure service or may be added at any time to any contact center throughout the period of performance (PoP). The managed CCS infrastructure service shall comply with the Office of Information and Technology (OI&T) Technical Reference Model (One-VA TRM), refer to Section C.7, Applicable Documents, C.7.28 for further detail.

Contact Center Infrastructure Service Capabilities include the following, not all of which are mandatory:

Single-Channel (Individual Licensing)

Multi-Channel (Individual Licensing)

· SMS Text

· Text Chat (Web Chat)

· E-mail Response Management

· FAX Management

· Web Call Back

· Web Call Through

Computer Telephony Integration (CTI) Collaborative Browsing Outbound Dialer

Intelligent Routing and Call Queuing

· Dialed Number Identification Service (DNIS)

· Automatic Number Identification (ANI)

· North American Numbering Plan (NANP)

Virtual Queue Call Back

Interactive Voice Response (IVR)

· Self Service

· Speech Recognition

· Automated Call Survey

Work Force Management

· Forecasting

· Scheduling

· Analytics

Quality Management

· Call Recording

· Screen Capture

· Monitoring

· Scorecard

Supervisor Tools

· Agent and Supervisor Desktop Tools Requirements

· Call Detail Record (CDR)

· Scheduling / Running Reports

· Agent / Supervisor Statistical Data

· Agent Monitoring

End User Managed Service Platform Training

· Training for Supervisor and Agent application use

· Virtual Training

· Training videos available for AdHoc Training

Storage

· Application Specific

· Record Specific

· Archive Specific

Toll Free Service

· Single Number to Call

· Government Service Circuit

· Universal International Toll-Free Number

· Agency-based routing database (also known as Host Connect)

· Alternate Routing (also known as “Cascade” routing)

· ANI Based Routing

· Announced Connect

· Call Redirection

· Service Assurance Routing

Disaster Recovery/Continuity of Operations

· Disaster Recovery Plan

· Information System Contingency Plan

· Resiliency / Failover

· Continuity of Operations Guide

Support

· 24x7x365 Support

· Response Times

· Scalability to support 140 million contacts per year minimum, with ability to support additional growth as necessary

· Scalability to support 9300 contact center agents supporting over 1800 individual contact centers, with ability to support additional growth as necessary

The Contractor shall use its own robust telephony (inclusive of voice and IVR services), as well as offer customer services through channels such as email response management, Short Message Service (SMS), text services and mobile applications, to meet VA’s Contact Center requirements.

PROJECT SCOPE

The Project scope is the VA requires a fully managed IaaS solution to expand and maintain the VA’s current Genesys Cloud Customer Experience Contact Center IaaS throughout all Call Centers within the VA. Genesys Cloud CX utilizing Magnify™ Framework; FedRAMP certified, Microservices Architecture, Seamless AI integration with Salesforce, Virtual Agent and Virtual Supervisor, and Journey Management.

The Contractor shall enable VA to achieve its desired solution by provisioning providing the hardware; software; licenses; professional services, Genesys Cloud Contact Center Engineering Training / Certification; and Genesys Cloud Contact Center User Training.

While the Contractor shall provide the means for the VA to maintain its chosen OEM solution, ultimate responsibility regarding VA’s Enterprise Contact Centers related development, integration, and implementation shall be retained by the VA CCS. Accordingly, the support provided by the Contractor through this effort shall enable VA to provide for the maintenance and moves, adds, and changes of its Genesys Cloud Customer Experience Contact Center IaaS. The list of Contact Centers included is this effort is listed below.

APPLICABLE DOCUMENTS

In addition to the general standards, policies, procedures, directives, and requirements called out in the EIS Contract, the Contractor shall comply with the following when applicable to the services provided under this task order:

44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002” “Federal Information Security Modernization Act of 2014” Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements for Cryptographic Modules” FIPS Pub 199. “Standards for Security Categorization of Federal Information and Information Systems,” February 2004 FIPS Pub 200, “Minimum Security Requirements for Federal Information and Information Systems,” March 2006 FIPS Pub 201-3, “Personal Identity Verification of Federal Employees and Contractors,” January 2022 10 U.S.C. § 2224, "Defense Information Assurance Program" 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974.”

Public Law 109-461, Veterans Benefits, Health Care, and Information Technology Act of 2006, Title IX, Information Security Matters 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964” VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010 VA Handbook 0710, “Personnel Security and Suitability Program,” May 2, 2016 VA Directive, “Internet/Intranet Services,” August 5, 2019 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017 Office of Management and Budget (OMB) Circular A-130, “Managing Federal Information as a Strategic Resource,” November 28, 2000 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)” NIST SP 800-66 Rev. 2, “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule,” February 2024 Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017 Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004 VA Directive 6500, “VA Cybersecurity Program,” February 24, 2021 VA Handbook 6500, “Risk Management Framework for VA Information Systems VA Information Security Program,” February 24, 2021 VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI),” June 30, 2023 VA Handbook 6500.5, “Incorporating Security and Privacy into the System Development Lifecycle,” March 22, 2010 VA Handbook 6500.6, “Contract Security,” March 12, 2010 VA Handbook 6500.8, “Information System Contingency Planning,” April 6, 2011 VA Handbook 6500.10, “Mobile Device Security Policy,” February 15, 2018 VA Handbook 6500.11, “VA Firewall Configuration,” August 22, 2017 VA Office of Information and Technology (OIT) Process Asset Library VA Technical Reference Model (TRM) VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014 VA Handbook 6510, “VA Identity and Access Management,” January 15, 2016 VA Directive and Handbook 6513, “Secure External Connections,” October 12, 2017 VA Directive 6300, “Records and Information Management,” September 21, 2018 VA Handbook, 6300.1, “Records Management Procedures, “March 24, 2010 NIST SP 800-37 Rev 2, “Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy,” December 2018 NIST SP 800-53 Rev. 5, “Security and Privacy Controls for Federal Information Systems and Organizations,” September 23, 2020 (includes updates as of 12/10/2020) VA Directive 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” October 26, 2015 VA Handbook 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” March 24, 2014 OMB Memorandum 05-24, “Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors,” August 5, 2005 OMB Memorandum M-19-17, “Enabling Mission Delivery Through Improved Identity, Credential, and Access Management,” May 21, 2019 OMB Memorandum, “M-17-15, Rescission of Memoranda Relating to Identity Management,” January 19, 2017 Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011, (NOTE: Part A of the FICAM Roadmap and Implementation Guidance, v2.0, was replaced in 2015 with updated Architecture NIST SP 800-116 Rev 1, “Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access, “June 2018 NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, “Digital Identity Guidelines,” updated March 02, 2020 NIST SP 800-157, “Guidelines for Derived PIV Credentials,” December 2014 Draft National Institute of Standards and Technology Interagency Report (NISTIR) 7981, “Mobile, PIV, and Authentication,” March 2014 IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM VA Memorandum “Personal Identity Verification (PIV) Logical Access Policy Clarification,” July 17, 2019 Trusted Internet Connections (TIC) 3.0 Core Guidance Documents OMB Memorandum M-19-26, “Update to the Trusted Internet Connections (TIC) Initiative,” September 12, 2019 OMB Memorandum M-17-26, Reducing Burden for Federal Agencies by Rescinding and Modifying OMB Memoranda,” June 15, 2017 Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007 Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005 Executive Order 13834, “Efficient Federal Operations,” dated May 17, 2018 Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2, 2001 VA Directive 0057, “VA Environmental Management Program,” October25, 2022 Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access,” January 15, 2014 Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103 “Veteran Focused Integration Process (VIP) Guide 4.0,” January 2021 VA Memorandum “Proper Use of Email and Other Messaging Services,” January 2, 2018, “DevSecOps Product Line Management Playbook” version 2.0, May 2021 NIST SP 500-267B Revision 1, “USGv6 Profile,” November 2020 OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol Version 6 (IPv6),” November 19, 2020 Social Security Number (SSN) Fraud Prevention Act of 2017 Section 240 of the Consolidated Appropriations Act (CAA) 2018, March 23, 2018

FUNCTIONAL REQUIREMENTS

Genesys Cloud CX Consumables

Genesys Cloud Customer Experience Contact Center IaaS allows software and applications to be hosted in the cloud accessed by users via agency intranet.

The Genesys Cloud Customer Experience Contact Center IaaS licenses provide a set of features that are known as consumables, which are a usage-based components of the platform. Consumables will allow the VA Contact Centers to optimize operations and enhance the Veteran’s experience. The VA requires Journey Management. Journey Management creates a scalable, centralized, easily accessible source of veteran’s time-series data, which will allow the VA to make consistent, customer-centric, data-driven decisions to reflect the usage of the consumables according to the following consumables listed below:

Consumption

1. AI Experience Tokens Concurrent

2. CX Cloud from Genesys and Salesforce Concurrent *On-Demand*

3. Genesys Cloud API Resource Usage On-Demand Charge-FR

4. Genesys Cloud BYOC Cloud-FR

5. Genesys Cloud for Microsoft Teams Integration Concurrent *On-Demand

6. Genesys Cloud for Salesforce Concurrent Add-On-FR

7. Voice Transcription (1000 Minutes annually)

8. Short Message Service (SMS) – Text messages

9. Social Media Messages

· WhatsApp

· Facebook

· Instagram

The Department of Veterans Affairs requires the provision of EIS services to meet the needs stated in this section. Contractors are expected to propose an appropriate mix of services to meet these needs.

The Contractor shall provide maintenance, annual subscription licenses of the existing VA Genesys Contact Centers. The services shall cover a range of 1 to 10,500 licenses, with the capability to expand to the tier level 10,501 to 20,000.

The Contractor shall provide the Genesys Journey Management Feature Not to Exceed 20,000 seats.

The Contractor shall provide Genesys Professional Service Hours in blocks of 500 Hours.

The contractor’s proposed service(s) shall meet the requirements described in the section for the service in the EIS contract, as well as any agency-specific requirements detailed in this solicitation.

C.8.1 Technical Refresh To ensure new design enhancements and technological updates or advances, the contractor shall offer hardware and software components available to the contractor's commercial customers. Furthermore, the contractor shall make available any commercially available updates to the hardware and software provided under this DO. If such updates are available to other customers without charge, then they shall also be made available to the Government without additional charge. The contractor will ship these updates to existing customers who have acquired the hardware/software being updated under this DO. Vendor commercial product offerings shall include “state of the art” technology, i.e., the most current proven level of development available in each product category

INFRASTRUCTURE AS A SERVICE (IAAS)

The Contractor shall provide the agency with full lifecycle management of CX in accordance with Section C.2.5 of the EIS contract. In addition, the Contractor shall provide real-time proactive network monitoring, rapid troubleshooting, and service restoration.

The Contractor shall meet the requirements described in Section C.2.5.1 IaaS of the EIS contract, as well as any agency-specific requirements detailed in this TO.

C.9.1 Connectivity

The contractor's proposed offering shall meet the connectivity requirements as described in EIS Contract Section C.2.5.1.1.3 Connectivity within the IaaS section in the EIS contract. The IaaS shall provide a minimum of 99.99% availability.

C.9.2.2. The Contractor shall comply with FedRAMP requirements as mandated by Federal laws and policies, including making available any documentation, physical access, and logical access needed to support this requirement.

C.9.2.3. The system must be FedRAMP Authorized at no less than Moderate Security Categorization.

C.9.2.4. The Contractor shall, where applicable, assist with the VA ATO Process to help achieve agency authorization of the cloud service or migrated application.

C.9.2.6. The Contractor shall provide confirmation of their FedRAMP System Security Plan (SSP) and supporting documentation completion via their repository ID number and a link for VA to download the SSP and all required artifacts within 5 calendar days of contract award.

C.9.2.7. The Contractor shall provide the results of their most recent Third-Party Assessment Organization (3PAO) Security Assessment Plan (SAP) within 10 calendar days of contract award.

C.9.2.8. The Contractor shall complete a 3PAO Security Assessment Report (SAR) within 10 calendar days after the SSP is accepted by VA.

C.9.2.9. The Contractor shall provide VA with the most recent monthly scans for the production environment within the authorization boundary and their scan upload schedule for FedRAMP within 30 calendar days of contract award.

C.9.2.10. The Contractor shall provide their availability to participate in monthly continuous monitoring meetings to be scheduled following successful VA ATO within 30 calendar days of contract award.

C.9.2.1.1. The contractor shall work with the assigned VA SME to develop a VA specific Incident Response Plan (IRP) and perform an IRP Tabletop Exercise with VA Stakeholders. This should be completed within 30 calendar days of the SAR being delivered.

C.9.2.12. If new or unanticipated vulnerabilities are discovered by either VA or the Contractor, or if existing safeguards have ceased to function, the discoverer shall immediately bring the situation to the attention of the other party in accordance with Addendum B, VA Information and Information System Security/Privacy Language C.9.2.13. The Contractor shall comply with data management requirements.

C.9.3 Technical Capabilities The contractor's proposed offering shall meet the requirements as described in Section C.2.5.1.1.4.1 Technical Capabilities of a Private Cloud within the IaaS in the EIS contract.

The deployment of cloud services in the Federal Government is mandated by the OMB’s “Cloud First” policy for any federal IT acquisition, the Federal Cloud Computing Initiative (FCCI) by the Federal CIO Council for government cloud computing framework and requirements, and FedRAMP for a unified risk management framework for cloud computing.

In accordance with the NIST and Federal mandates and requirements, the contractor shall support Genesys Cloud CX FedRAMP certified cloud-hosted Contact Center Solution IaaS as described in the following sub-sections.

The contractor's proposed IaaS solution shall meet the requirements described in Section C.2.5.1 Infrastructure as a Service of the EIS contract, as well as any agency-specific requirements detailed in this solicitation.

C.9.3 24 x 7 x 365 Service Management

To enable the VA to achieve its desired platform solution outcomes, the contractor shall flow- down the service management requirements set to the VA's Directed OEM solution vendor. Accordingly, the VA directed OEM shall provide service level definitions and associated Service Level credits. The Contractor will not be obligated to provide service level definitions or credits outside of the limits provided by the VA directed OEM. The Contractor shall deliver an OEM Monthly Service level report no later than the 15th of each month. This report shall contain any items that impacted the service levels presented in for the Genesys Cloud CX Contact Center

C.9.3.1 SEVERITY LEVELS

C.9.3.1.1 Severity and Priority. “Severity” is defined as the impact an issue has on the customer’s ability to conduct business. Issue severity levels are defined below. “Priority” is defined as the customer-designated level of importance.

C.9.3.1.2 Issue Severity Levels. The Severity levels assigned to an issue are defined as follows

C.9.3.1.3 Target Initial Response Times

Response target: 10 min. (phone)

Response target: 2 hours (phone)

Response Target: 2 hours

Response Target: 2 hours

C.9.3.2 Performance Metrics

The contractor's proposed IaaS solution shall meet the performance levels as specified in the EIS contract in IaaS Section C.2.5.1.4 Performance Metrics and Section G.8.2.1 Service Performance SLAs. In addition, the contractor shall meet service level objectives for performance, privacy, security and support as specified in this Task Order.

Uptime. “Uptime” is defined as the percentage of time during a month in which all Genesys Cloud functionality necessary to perform real time interactions between Customer and its customers/clients (e.g. inbound voice, outbound voice, IVR routing, Data Analytics and AI Services) are accessible.

Uptime percentage is calculated as follows:

Uptime = A = total time in the month, B = time during the month in which critical business functions are not accessible, during the month.

C.9.4 Features

The contractor's proposed offering shall meet the Features requirements as described in Section C.2.5.1.2 Features within the IaaS section in the EIS contract.

C.9.5 Training: The contractor shall provide both OEM technical and end user training on hardware or software applications when requested. All training sessions will be conducted virtually. The Contractor shall enable VA to achieve its desired solution by provisioning / providing the hardware; software; licenses; professional services, Genesys Cloud Contact Center Engineering Training / Certification; and Genesys Cloud Contact Center User Training.

SERVICE-RELATED LABOR

C.10.1 The EIS services defined in the EIS Contract at Sections C.2 through C.2.10 and in Section C.2.12 include all service-related labor necessary to implement the services. The VA requires Service-Related Labor (SRL) to support services in this task order as defined in this section.

Procurement of SRL not identified in Section J.1 Price Workbook will be executed via a TO modification or through another contract mechanism, if and when required.

IaaS-Specific SRL

The Vendor shall provide at least one (1) Genesys certified technician or engineer. Copies of the Genesys certifications shall be included with the bid submission. The minimum required certifications are: current Genesys Cloud Certified Professional (GCP-GC) with Genesys Cloud Architect Specialist (GCS-GC-ARC) and Genesys Cloud Scripting Specialist (GCS-GC-SCR), along with a minimum of five (5) years of platform experience

C.10.2 The VA requires (1) Technical Account Manager (TAM) and (1) Human Center Design Expert and (1) Customer Relationship Management (CRM) Subject Matter Expert. The VA requests to retain the current Technical Account Manager and Human-Centered Design Expert for the continuation of their services as part of the current contract. The SMEs shall report to VA Project PM 40 hrs. per week. VA Project PM shall detail as a supervisor Government Furnished (GFE) / and Electronic Permission Access System (ePAS) for approval by the COR. SMEs shall provide the following services:

C.10.3 The VA directed at OEM SMEs shall support VA CCS Engineers during the base year, any optional periods, and optional tasks. The Contractor shall ensure that the dedicated VA directed OEM SME is available to support 8 hours a day for the respective time zones (Eastern, Central and Pacific) five days a week production environment. VA directed OEM SMEs should be considered “on call” resource for the Genesys standard 24x7x365 helpdesk and prepared to address issues as needed.

C.10.4 Technical Account Manager: The TAM shall provide technical assistance involved in providing a Genesys (CX) technology platform, changes, program adoption, and team engagement. The TAM shall work with the VA PM and COR to identify and anticipate the technical impact of changes through risk mitigation and shall drive technical issues to resolution while providing project updates to provide strategy focused on the technical solutions and processes needed to meet business requirements. TAM shall provide scheduled operational reviews to discuss performance metrics, critical issues, and plans for new deployments

C.10.5 Human Center Design Expert: The HCD Expert shall work with the VA PM to develop customer and agent journey maps to identify touchpoints, interactions, and opportunities for improvement. Ensure a consistent look and feel across the entire solution, including dashboards, call handling interfaces, and reporting tools. Design interfaces that are accessible to all users, including those with disabilities, by following guidelines such as WCAG (Web Content Accessibility Guidelines). Develop visually appealing and intuitive interfaces that enhance user engagement and reduce cognitive load.

C.10.6 Customer Relationship Management Subject Matter Expert: The CRM Subject Matter Expert (SME) shall design the system interoperability between the Department of Veterans Affairs (VA) Communication as a Service (CaaS) platform (Genesys) and the VA’s Customer Relationship Management (CRM) platforms (Salesforce and Microsoft Dynamics). The SME shall leverage Application Programming Interfaces (APIs) and connectors utilizing an event-driven architecture. They shall ensure the quality of data and object model design, as well as ensure security and compliance with Federal and VA policies. The SME shall collaborate with VA Unified Communications (UC) SMEs to create automation and workflow orchestration patterns and develop technical roadmaps utilizing a layered architecture."

Deliverables

1. Support HCD Implementation.

2. Support Services including License, Software, and maintenance support services.

C.10.5 The Labor Tasks and EIS Categories are listed below with approximate numbers.

PROGRAM MANAGEMENT

The Contractor shall implement and follow industry-standard and proven processes to provide Program Management Services in compliance with Section G.9 of the EIS Contract. The Contractor shall provide VA with the following:

Program Management Plan The Contractor shall deliver a final Program Management Plan (PMP) in accordance with Section G.9.4 of the EIS Contract, focused on the requirements of the VA, within 30 days of TO award.

TRANSITION PLAN

The Contractor shall deliver a final Transition Plan within 30 calendar days after award that shall define a timely transition of the Genesys Cloud Customer Experience Contact Center IaaS defined in this TO.

The Contractor shall support VA’s transition in accordance with the requirements described below and Section C.3 Transition of the EIS contract.

The Contractor shall finalize the Transition Plan based on transitioning 100% of the VA’s current Genesys Contact Center Cloud IaaS within 30 days after contract award. The Transition Plan shall sufficiently address, at minimum, how the Contractor shall achieve the following objectives:

1. Schedule: Ensure the transition and implementation of services meets VA’s timelines.

1. Risk Management: Reduce risk of schedule delays and service disruption. Provide effective issue resolution and risk mitigation when issues arise. Risk mitigation applies to the overall award TO level as well as for specific network component transition, implementation, and operation.

1. Governance and Reporting: Provide adaptive change management processes to ensure appropriate structure and collaboration between the Contractor and VA. Facilitate necessary monitoring and reporting via monthly and ad hoc reporting capabilities as well as monitoring of orders, implementation, and inventory.

1. Communications: Deliver comprehensive methodology to promote enriched communications and education between the Contractor, VA stakeholders, and incumbent Contractors. Ensure escalation procedures with VA and incumbent Contractors support proper implementation, issue resolution, and reduce ambiguity.

1. Staffing: Supply a logical organizational structure and sufficient workforce of qualified staff with the necessary skill sets and geographic reach.

1. Installs and Acceptance Testing: Minimize parallel operations and service disruption to ensure a high-quality customer experience for the VA and all users of the underlying networks interconnected through the provided voice services.

1. The VA will approve the transition plan.

The Transition Plan may address additional objectives the Contractor determines to be critical to the success of VA’s transition and implementation. The Contractor shall have a deployment strategy in the Transition Plan that minimizes risks and performance degradation to VA.

At a minimum:

1. The Contractor shall provide and manage a detailed Transition Plan to ensure that the new services are placed in a thorough and orderly manner and in accordance with the EIS contract. The Contractor shall describe a logical and methodological sequence of events needed to effectively complete transition and implementation. The Contractor shall coordinate implementation and work schedules with other parallel services and VA’s current service providers and other support Contractors that may have direct impact to the timely implementation of EIS services.

2. The Contractor shall assign an experienced transition project manager(s) to manage all aspects of the transition and to transfer knowledge, tools, documentation, equipment, processes, and methodology from the current provider to the new provider and their team, if necessary.

3. The Transition Plan shall include:

a. A work break-down structure with intermediate and major milestones.

b. A list of all major milestones and deliverables.

c. Processes and standards used to ensure meeting agency objectives during the transition.

d. Testing Contractor operational processes for verification of full operational capability.

e. Governance methods, including regular reporting to VA.

f. Quality control, including:

i. Quality monitoring tools and techniques.

ii. A performance management system and processes.

iii. Customer feedback collection and monitoring methods, tools, and techniques.

iv. Quality reporting plans and processes.

v. Corrective action processes, if necessary.

TECHNICAL KICK-OFF MEETING

The Contractor shall hold a technical kickoff meeting within 10 days after the award. The Contractor shall present, for review and approval by the Government, the details of the intended…