36C10B26Q0471_1.docx

SUBJECT*

National Cemetery Administration (NCA) Nationwide IT Support Services (DaaS) - Market Research (VA-26-00059101)

GENERAL INFORMATION

BASE NOTICE TYPE

SET-ASIDE

Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

POINT OF CONTACT*

Contract Specialist Velouse Rock velouse.rock@va.gov

(948) 205-0762

PLACE OF PERFORMANCE

ADDRESS

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

As permitted by FAR Part 10, this Sources Sought Notice (SSN) is being utilized for informational and planning purposes National Cemetery Administration (NCA) Nationwide Tier II IT Support Services. Your response will assist the Government in the development of its acquisition strategy for a possible Request for Quote (RFQ), to be issued on a later date.

This SSN shall not be construed as an RFQ or as any commitment or obligation on the part of the Government to issue a solicitation. No reimbursement will be made for any costs associated with providing information in response to this SSN or any follow-up information requests.

Response is strictly voluntary - it is not mandatory to submit a response to this notice to participate in any formal RFQ process that may take place in the future however, it should be noted that information gathered through this notice may significantly influence VA’s acquisition strategy.

Interested Contractors that can provide the services and/or products identified in the Performance Work Statement (PWS) shall submit a Capabilities Statement on company letterhead demonstrating the company’s qualifications to perform the defined work. Responses must be complete and sufficiently detailed to address the specific information. The information submitted shall not exceed ten (10) pages. Excessive reliance on promotional brochures is discouraged. The documentation shall include, at a minimum, the following:

1. Company name and address.

2. Two points of contact (names, titles, phone numbers and email addresses).

3. UEI number and CAGE Code, as registered in the System for Award Management (SAM) at http://www.sam.gov/.

4. Small Business designation/status under NAICS 541519 (must correlate with SAM registration):

_____ SB _____ HUBZONE _____ WOSB_____ EDWOSB_____ 8(a) _____ VOSB_____ SDVOSB_____ SDB_____LARGE BUSINESS

5. Existing contract vehicles relevant to this requirement (i.e. General Services Administration, Federal Supply Schedule and/or Government Wide Acquisition Contract number (GWAC).

6. Does the draft RFI provide sufficient detail to describe the technical/functional requirements that encompass the solution products and services to be provided under this effort?

If “No”, please provide recommendations on elements of the draft RFI that may contribute to more accurate responses.

CONTACT INFORMATION AND RESPONSE DUE DATE:

Submit all responses via email to Velouse.Rock@VA.gov no later than June 12, 2026, 01:00 PM EST. Include the following in the subject line of the email: RFI Response 36C10B26Q0471_Business Name.

Modification to a Previous Notice Modification to a Previous Notice

Modification to a Previous Notice

REQUEST FOR INFORMATION (RFI)

National Cemetery Administration (NCA) Nationwide Tier II IT Support Services

DISCLAIMER

This RFI is issued solely for information and planning purposes only and does not constitute a solicitation. All information received in response to this RFI that is marked as proprietary will be handled accordingly. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this RFI.

1.0 Purpose

The National Cemetery Administration (NCA) is conducting market research to obtain industry input, capability statements, execution approaches, staffing models, pricing methodologies, and recommendations for nationwide Tier II Information Technology (IT) support services within the Department of Veterans Affairs (VA) enterprise environment.

The Government is seeking responses that support refinement of the requirement, validation of scope boundaries, development of a realistic acquisition strategy, and identification of cost drivers associated with a geographically dispersed, low-density support model.

2.0 Disclaimer

This RFI is issued for market research and planning purposes only. It is not a solicitation, request for quotation, request for proposal, or promise to issue a future solicitation. The Government is not obligated to award a contract as a result of this RFI and will not reimburse respondents for any costs associated with preparing or submitting a response.

Information received in response to this RFI may be used by the Government to refine the requirement, acquisition strategy, contract structure, pricing methodology, performance standards, and solicitation documentation. Respondents shall clearly mark proprietary information. The Government requests that respondents avoid proprietary approaches when recommending requirement refinements unless the proprietary nature of the recommendation is clearly identified.

3.0 Operating Environment

NCA operates a geographically dispersed mission environment that includes national cemetery facilities, administrative offices, rural locations, and specialized site operations. The requirement is expected to support approximately 216 locations, approximately 2,000 users, and approximately 1,000 to 1,200 end user devices.

The operating model is expected to use a hybrid, remote-first delivery approach. Remote support is expected to be the primary method of performance. Onsite support is expected to be dispatch-based and used only when remote resolution is not feasible, dispatch criteria are met, or the Government directs onsite support.

Use of VA enterprise systems, including ServiceNow for ticketing, incident management, work documentation, asset tracking, reporting, and performance data.

Compliance with VA cybersecurity, privacy, records management, configuration, endpoint management, access, and change management requirements.

Coordination with VA system owners, Information System Security Officers (ISSOs), endpoint management teams, network operations, vendors, field operations, and other Government-designated stakeholders.

Support for continuous operations through a clearly defined coverage model that distinguishes fully staffed coverage, after-hours support, on-call support, emergency escalation, and surge support.

Support for a low-density, nationwide environment where fully distributed onsite staffing at every location is not expected to be cost-feasible.

4.0 Government-Provided Baseline / Vendor Assumptions

To support accurate, comparable, and defensible industry responses, respondents shall base their Rough Order of Magnitude (ROM), staffing model, service delivery approach, and risk assessment on the Government-provided baseline information and assumptions identified in this section.

The Government intends to reduce variability in industry responses by ensuring all respondents evaluate the same operational, technical, geographic, and performance conditions. Respondents shall clearly identify any assumptions, dependencies, exclusions, or additional data required to validate pricing, staffing, service levels, transition timelines, and execution risk.

4.1 Workload and Ticket Flow Assumptions

The VA Enterprise Service Desk / Help Desk shall remain the primary Tier I entry point for end users unless otherwise directed by the Government. The contractor shall provide Tier II support services in coordination with Tier I and shall not independently redefine Tier I routing, escalation, or intake procedures.

Respondents shall assume:

Tickets will be escalated from Tier I to Tier II through Government-defined routing criteria.

Certain ticket categories may be assigned directly to Tier II when authorized by the Government.

ServiceNow will serve as the authoritative system for ticketing, incident management, request management, asset tracking, and reporting.

The contractor shall document all actions, status updates, resolution notes, escalation actions, and closure details in ServiceNow.

The contractor shall identify any additional ticket volume, ticket quality, categorization, routing, or historical workload data required to validate staffing and pricing assumptions.

Respondents shall address the following in their response:

Expected monthly Tier II ticket volume assumptions.

Assumed percentage of tickets resolved remotely.

Assumed percentage requiring onsite dispatch.

Assumed Tier I-to-Tier II escalation effectiveness.

Assumed level of direct end-user interaction by Tier II personnel.

Expected surge conditions or demand variability.

Data limitations that may affect ROM accuracy.

4.2 Service Delivery Model Assumptions

The baseline service delivery model is a hybrid, remote-first Tier II support model. Remote resolution shall be the primary method of support. Onsite support shall be dispatch-based and used only when remote resolution is not feasible or when onsite support is specifically required by the Government.

Respondents shall assume:

The Government does not intend to require dedicated onsite staffing at all NCA locations.

Onsite support shall be provided through regional, dispatch-based, subcontractor, or partner-based coverage models.

Any recommendation for dedicated onsite staffing shall be separately identified, justified, and priced.

Respondents shall distinguish between fully staffed 24x7 support and on-call 24x7 support.

Respondents shall identify how onsite dispatch will be triggered, managed, documented, and reported.

Respondents shall clearly state the service delivery model they recommend and identify the cost, risk, and performance implications of that model.

4.3 Geographic Operating Assumptions

NCA operates approximately 216 geographically dispersed locations across the United States, District of Columbia, and Puerto Rico. The environment includes a low-density user and device population spread across urban, rural, and remote locations.

Respondents shall assume:

Geographic dispersion is a primary cost and performance driver.

Travel, dispatch, and onsite response assumptions must be clearly stated.

Not all locations will support the same onsite response timelines.

Rural and remote locations may require different service level assumptions than higher-density locations.

Respondents shall identify any recommended regional grouping, dispatch model, or site classification approach.

Respondents shall identify any additional geographic data required, including regional site groupings, high-incident locations, travel constraints, or locations requiring special support consideration.

4.4 Service Level Assumptions

The Government intends to establish service levels that are achievable, measurable, and aligned to a remote-first hybrid delivery model.

Respondents shall address:

Recommended response times by priority level.

Recommended resolution times by priority level.

Recommended onsite response timelines by location type.

Whether 24x7 support should be fully staffed, on-call, or tiered by priority.

Dependencies that may affect SLA performance, including Government system access, Tier I ticket quality, external VA teams, vendors, network availability, or incomplete asset data.

Recommended performance thresholds for SLA compliance, remote resolution rate, first-time fix rate, asset accuracy, customer satisfaction, and cost efficiency.

Respondents shall identify any service levels they believe are not achievable or would materially increase cost.

4.5 Scope of Responsibility Assumptions

The contractor responsibility shall be limited to the scope expressly identified by the Government. Respondents shall not assume full operational ownership of systems, infrastructure, networks, applications, or special-purpose systems unless explicitly stated.

Respondents shall use the following baseline assumptions:

Respondents shall clearly identify any areas where their proposed approach assumes a broader or narrower scope than the baseline.

4.6 Technical Environment Assumptions

Respondents shall base their approach on an environment consisting of approximately:

216 NCA facilities.

2,000 users.

1,000 to 1,200 end user devices.

Government-furnished and potentially contractor-furnished endpoint devices.

VA enterprise tools, processes, cybersecurity policies, and ServiceNow-based ticketing and asset management.

Standard, specialized, and legacy applications.

Network-connected peripherals, communications endpoints, and special-purpose systems.

Respondents shall identify any additional technical baseline information required to refine pricing, including device inventory by type, operating system distribution, device age and warranty status, application inventory, AVD/Citrix usage and performance assumptions, network conditions by site, special-purpose system inventory and documentation quality, and known high-incident or high-risk systems.

4.7 Government-Furnished Applications, Tools, and Licensing

The Government will identify Government-furnished applications, tools, licenses, and access required for contract performance. Respondents shall not include duplicate license costs unless they clearly identify the need for contractor-provided tools or licenses.

Respondents shall assume:

ServiceNow will be the authoritative tool for ticketing, incident management, request management, asset tracking, and reporting.

VA-approved endpoint management, cybersecurity, and remote support tools will be used unless otherwise approved.

Contractor-provided tools shall require Government review and approval prior to integration or use.

Respondents shall identify any tool access, licensing, integration, reporting, or data export requirements needed to perform the work.

4.8 End User Device Strategy Assumptions

The Government may use a GFE, CFE/DaaS, or hybrid device model. Respondents shall separate pricing and assumptions for each model.

Respondents shall assume:

Existing Government-furnished equipment shall be supported by the contractor, including warranty coordination and lifecycle support.

Contractor-furnished equipment may be used when directed by the Government.

CFE/DaaS pricing shall be provided as a fixed monthly per-device price inclusive of hardware, maintenance, lifecycle refresh, asset accountability, and disposal.

GFE support pricing shall be separately identified from CFE/DaaS device pricing.

Any blended pricing model shall clearly identify transition assumptions, device refresh timing, and cost impacts.

Respondents shall identify lifecycle assumptions, refresh periods, device standards, warranty assumptions, and secure disposal approach.

4.9 Staffing Model Assumptions

Respondents shall base staffing on a remote-first hybrid support model with dispatch-based onsite support.

Respondents shall identify:

Total estimated FTE.

Labor categories and skill mix.

Hours of coverage.

24x7 staffing approach.

Remote support staffing.

Onsite dispatch staffing.

Use of regional subcontractors or partners.

Surge staffing approach.

Assumptions that would increase or decrease staffing levels.

Any proposed dedicated onsite staffing shall be separately identified and justified.

4.10 Transition Assumptions

Respondents shall provide a transition-in approach that supports continuity of operations and minimizes disruption to NCA users and locations.

Respondents shall address:

Transition timeline.

Staffing ramp.

Knowledge transfer.

Tool access.

ServiceNow queue configuration.

Backlog handling.

Asset inventory validation.

Site onboarding.

Communications plan.

Risk mitigation.

Respondents shall identify any Government actions, access, documentation, incumbent support, or data required to complete transition successfully.

4.11 Travel and Cost Structure Assumptions

Respondents shall clearly identify how travel and onsite dispatch are priced.

Respondents shall address:

Whether travel is included in fixed monthly pricing or priced separately.

Assumed dispatch frequency.

Regional dispatch strategy.

Travel cost drivers.

Rural/remote location impacts.

Any recommended not-to-exceed travel structure.

Any separate pricing for emergency, after-hours, or surge onsite support.

Respondents shall not assume unlimited onsite support unless explicitly priced and described.

4.12 Performance Measurement Assumptions

Respondents shall recommend a performance measurement framework that supports Government inspection, acceptance, and contract oversight.

Respondents shall address:

SLA compliance reporting.

Ticket aging.

Reopen rate.

First-time fix rate.

Remote resolution rate.

Onsite dispatch rate.

Asset inventory accuracy.

Customer satisfaction.

Cost per user.

Cost per device.

Performance dependencies outside contractor control.

Corrective action approach when performance thresholds are not met.

4.13 Known Conditions, Risks, and Data Limitations

Respondents shall identify key risks, assumptions, and dependencies that may affect cost, staffing, service levels, transition, or performance.

At a minimum, respondents shall address risks associated with:

Geographic dispersion.

Low user/device density.

Rural and remote site coverage.

24x7 support expectations.

Ticket data quality.

Scope ambiguity.

Special-purpose systems.

Network, VoIP, and VTC support boundaries.

Government system access.

External VA team dependencies.

Hardware availability and lifecycle strategy.

Travel and dispatch cost variability.

Respondents shall clearly state what additional Government data is required to reduce risk pricing and improve ROM accuracy.

4.14 Required Vendor Assumption Statement

Each respondent shall include a consolidated assumption statement with its response. The statement shall identify:

All pricing assumptions.

All staffing assumptions.

All SLA assumptions.

All travel assumptions.

All scope exclusions.

All Government dependencies.

All data limitations.

Any recommended changes to improve cost, performance, or execution feasibility.

Failure to clearly identify assumptions may limit the Government ability to evaluate the response for market research purposes.

5.0 Objectives

Determine industry capability to provide nationwide Tier II IT support across NCA locations.

Validate whether a hybrid, remote-first delivery model can meet service level requirements at an executable cost.

Obtain industry recommendations for staffing, regional dispatch, onsite support, travel, service levels, and transition approach.

Obtain recommendations on Government-furnished equipment (GFE), contractor-furnished equipment (CFE), Device-as-a-Service (DaaS), and hybrid device lifecycle models.

Identify scope areas that should be included in the base requirement, separately priced, treated as optional, or limited to triage and escalation.

Obtain a realistic Rough Order of Magnitude (ROM) and pricing structure that separates fixed recurring services from variable cost drivers.

Validate a pilot-based approach before full deployment.

6.0 Anticipated Scope of Required Capabilities

The following scope is provided for market research purposes. Respondents shall identify whether the scope is complete, excessive, ambiguous, or likely to produce inconsistent pricing. Respondents shall recommend specific refinements where needed.

6.1 Tier I / Tier II Integration

The VA Tier I Help Desk is expected to remain the primary entry point for end users. The contractor would provide Tier II support through Government-defined escalation criteria, routing rules, and ServiceNow workflows. Respondents shall address how they would integrate with Tier I without duplicating Tier I functions or bypassing established Government processes.

Receive Tier II incidents and service requests escalated from Tier I through ServiceNow.

Accept direct assignment of Government-approved Tier II ticket categories when authorized.

Document troubleshooting, customer contact, dispatch, escalation, resolution, dependencies, and closure data in ServiceNow.

Return incorrectly routed tickets or escalate tickets only in accordance with Government-approved workflows.

Identify recurring Tier I routing or knowledge gaps and recommend corrective actions.

6.2 End User Device Lifecycle Management

The contractor may be required to provide lifecycle support for supported end user devices, including GFE and CFE/DaaS devices when ordered.

Provision, configure, image, deploy, maintain, refresh, and retire supported devices using VA-approved images, configurations, baselines, and processes.

Maintain accurate device records in ServiceNow or other Government-designated asset system.

Support patching, configuration management, vulnerability remediation, and compliance tracking using Government-approved tools and schedules.

Monitor device health and report exceptions, noncompliance, failed patches, warranty issues, and lifecycle risks.

Coordinate GFE warranty repair, replacement, return merchandise authorization, and related actions as directed.

Perform data migration, secure sanitization, and disposition support in accordance with VA policy and Government direction.

6.3 Tier II End User Support

The contractor may be required to diagnose, troubleshoot, resolve, or escalate Tier II incidents and service requests for supported users, devices, applications, and endpoint-connected services.

Resolve Tier II incidents using remote support as the default approach.

Perform break/fix troubleshooting, system restoration, approved software support, configuration correction, and peripheral troubleshooting.

Execute Moves, Adds, and Changes (MACs) in accordance with VA-approved processes.

Coordinate with Tier I, system owners, ISSOs, endpoint management teams, network teams, vendors, and other stakeholders when required.

Maintain complete ticket documentation, including symptoms, impact, troubleshooting performed, root cause if known, resolution, dependencies, elapsed time, and closure notes.

6.4 Infrastructure, Peripheral, VoIP, and VTC Endpoint Support The contractor role for endpoint-connected peripherals and user-side communications components is expected to be troubleshooting, isolation, documentation, restoration within authorized access, and escalation. The contractor is not expected to assume full ownership of VA enterprise infrastructure unless specifically ordered.

Troubleshoot endpoint-connected printers, copiers, monitors, keyboards, docking stations, scanners, and workstation components.

Perform user-side VoIP and VTC endpoint troubleshooting, including basic connectivity, configuration validation, device restart, cable validation, and escalation documentation.

Coordinate with responsible VA teams, vendors, or service providers when issues exceed authorized access or contractor scope.

Document whether each issue is user-side, endpoint-side, site-side, network-side, vendor-side, or dependent on external resolution.

6.5 Network Support Boundaries

The anticipated contractor role for network-related issues is Tier II triage, isolation, documentation, coordination, and escalation. The contractor is not expected to perform network engineering, architecture, circuit ordering, firewall administration, routing changes, switching changes, or enterprise network configuration unless explicitly authorized in a future solicitation or order.

Isolate and document endpoint-level and site-level connectivity issues.

Validate user-side and endpoint-side conditions before escalation.

Escalate network issues to VA network operations, circuit providers, or other responsible parties in accordance with Government-defined procedures.

Track dependencies, status, and resolution outcomes in ServiceNow.

6.6 Special-Purpose Systems Support

NCA uses special-purpose systems that may include cemetery directory kiosks, mission-specific applications, legacy systems, facility systems, security systems, irrigation systems, and environmental systems. Respondents shall identify the practical support boundaries for these systems and recommend whether specific systems should be base scope, optional scope, separately priced, or escalation-only.

Perform Tier II triage and troubleshooting within authorized access and documented procedures.

Coordinate with system owners, vendors, facilities personnel, SMEs, or other responsible parties when required.

Document actions taken, responsible party, dependency, and resolution status in ServiceNow.

Identify where specialized training, system documentation, site access, vendor support, or licensing is required.

6.7 Security, Privacy, Accessibility, and Compliance

Respondents shall address how they would comply with applicable Federal and VA security, privacy, records management, accessibility, and information protection requirements. Contractor personnel may be required to complete VA security, privacy, rules of behavior, and role-based training before system access is granted.

Protect CUI, PII, PHI, and other sensitive Government information in accordance with applicable requirements.

Report suspected or confirmed security incidents, privacy incidents, data compromise, lost equipment, or unauthorized access in accordance with VA procedures.

Comply with Section 508 requirements for deliverables, reports, and any contractor-provided tools or interfaces, where applicable.

Use contractor-provided tools only after Government approval and completion of all required security, privacy, technical, and contractual reviews.

7.0 Responsibility Boundary Matrix

Respondents shall review the proposed responsibility boundaries below and identify whether each area is appropriate, excessive, insufficient, or likely to create pricing ambiguity.

8.0 Anticipated Service Delivery Model

The Government anticipates a hybrid, remote-first model with centralized Tier II support and regional or on-demand dispatch capability. Respondents shall identify whether this model is executable and recommend any changes needed to support NCA mission requirements.

Centralized Tier II remote support as the primary delivery method.

Regional dispatch capacity sufficient to meet approved onsite response requirements.

Government-approved dispatch criteria to avoid unnecessary travel and uncontrolled variable cost.

Dispatch records tied to ServiceNow tickets or Government-approved work orders.

Coverage model that clearly distinguishes fully staffed support, after-hours support, on-call support, emergency escalation, and surge support.

9.0 Anticipated Pilot Approach

The Government is considering an initial six-month pilot to validate workload, ticket routing, staffing, remote resolution, dispatch frequency, travel, service level performance, asset data quality, reporting, and cost assumptions before full deployment. Respondents shall provide recommendations on pilot scope, duration, entry criteria, exit criteria, success metrics, and scaling approach.

10.0 Anticipated Performance Metrics

The Government is considering performance metrics such as the following. Respondents shall recommend realistic thresholds, measurement sources, exclusions, and reporting frequency.

11.0 Pricing and Contract Structure Input

The Government is seeking pricing input that clearly separates fixed recurring services from variable cost drivers. Respondents shall avoid bundled pricing that prevents the Government from understanding the cost impact of onsite support, travel, device ownership, lifecycle refresh, special-purpose systems, or enhanced service levels.

Recommended contract type and rationale.

Recommended CLIN structure and rationale.

Fixed recurring Tier II support pricing.

Separate GFE device support pricing.

Separate CFE/DaaS per-device monthly pricing, if recommended.

Separate device refresh, imaging, migration, disposal, and lifecycle event pricing.

Separate onsite dispatch labor, travel, and regional support pricing.

Separate surge support, after-hours, on-call, and enhanced service pricing.

Separate pricing or scope treatment for special-purpose systems, VoIP/VTC, and network-related support.

Key assumptions, exclusions, dependencies, and data gaps affecting price.

12.0 Anticipated Vendor Question Areas and Government Response Baseline The following clarifications are included to reduce the most likely industry questions and to improve the comparability of RFI responses. Respondents shall use these baselines for market research purposes unless their response clearly states a different recommended assumption and explains the cost, performance, and risk impact.

Respondents shall not assume broader responsibility than expressly stated in this RFI. Where Government data is not available at the time of the RFI, respondents shall identify the missing data, provide a reasonable pricing assumption, and describe how that assumption would change if more precise data is provided.

13.0 Required ROM Pricing and Assumption Template

To improve comparability, respondents shall provide ROM pricing using the structure below. Respondents may add rows where necessary, but shall not combine fixed recurring support, device ownership, travel, dispatch, lifecycle refresh, transition, pilot, and optional expansion costs in a manner that prevents Government comparison.

14.0 Requested Industry Response

Respondents shall organize responses using the structure below. Responses should be concise, execution-focused, and directly aligned to the NCA requirement. Generic marketing material, boilerplate corporate descriptions, and unsupported claims should be avoided.

15.0 Response Parameters

Responses shall not exceed 10 pages, excluding cover page and product literature if included as a separate attachment.

Responses shall be submitted in Microsoft Word or searchable PDF format.

Responses shall include a realistic ROM or explain why a ROM cannot be provided based on missing Government data.

Responses shall clearly identify all assumptions, exclusions, dependencies, and data gaps.

Responses shall distinguish proven capabilities from proposed capabilities or subcontractor/partner capabilities.

Respondents are encouraged to recommend non-proprietary refinements that improve competition, reduce cost risk, or improve performance accountability.

16.0 Submission Instructions

Responses shall be submitted in accordance with the instructions, due date, time zone, and point of contact identified in the Government posting. The Government may review responses, ask follow-up questions, conduct additional market research, or issue a follow-on RFI based on the information received.

Suggested subject line: RFI Response - NCA Nationwide Tier II IT Support Services

17.0 Industry Questions and Government Response Process

Respondents are encouraged to submit questions early in the response period. The Government may use industry questions to refine scope boundaries, data assumptions, pricing instructions, site classifications, pilot assumptions, and future solicitation documentation. Respondents should identify any ambiguity that materially affects ROM pricing, staffing, risk, or performance commitments. The Government may, at its discretion, publish responses to questions through the official posting process.

18.0 Additional Notes

The Government is particularly interested in industry feedback that reduces ambiguity in the areas most likely to affect cost and proposal comparability: onsite dispatch, travel, 24x7 coverage, network support boundaries, VoIP/VTC support boundaries, special-purpose systems, GFE/CFE device strategy, and pilot success criteria.

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