JA_San Diego VAMC Call Recording_Redacted.pdf

CONTROL NUMBER VA-26-00078778

JUSTIFICATION FOR AN EXCEPTION TO FAIR OPPORTUNITY

1. Contracting Activity: Department of Veterans Affairs (VA) Office of Procurement, Acquisition, and Logistics Technology Acquisition Center 23 Christopher Way Eatontown, NJ 07724

2. Description of Action: The proposed action is for a firm-fixed-price delivery order issued under the National Aeronautics and Space Administration (NASA) Solutions for Enterprise-Wide Procurement (SEWP) V Governmentwide Acquisition Contract (GWAC), for brand name Enghouse Systems Quality Management Suite (QMS) software licenses and software maintenance for base and four option periods including Optional Tasks throughout the Period of Performance (PoP).

3. Description of the Supplies or Services: The Department of Veterans Affairs (VA) Office of Information and Technology, End User Operations, VA San Diego Medical Center has a requirement for continued maintenance support for 250 existing Call Recording Only licenses and optional tasks that can be executed throughout the PoP.

Enghouse Interactive will provide Quality Management Software maintenance for a total of 200 Call Recording Only user licenses installed on the Quality Management Suite (QMS) application.

San Diego VAMC utilizes the existing Quality Management Suite (QMS) system for call recording and quality management of call center agents connected to any of its many Cisco CUCM Voice Systems throughout the VA infrastructure. Call center agents record calls for immediate playback, as needed, for critical function agents to ensure crucial information is captured as the agents are multi-taking several simultaneous communications related to their duties. Information received during calls is then relayed to various teams to respond accordingly based on the emergency relayed by the caller.

During calls critical or crucial information is missed which is why agents review recorded calls, to correctly update notes and send updated information to the responding teams rendering support. If the calls are unable to be referenced or key details are missed there may be lives at stake when information is not timely relayed because it was mis-heard, misinterpreted or misunderstood and incorrectly replayed in turn.

4. Statutory Authority: Pursuant to Federal Acquisition Regulation (FAR) 16.505(a)(4), the following brand name requirement is being justified and approved as an exception to fair opportunity under the statutory authority of Section 41 U.S.C. 4106(c)(2) as providing the supplies or services required at the level of quality required because the supplies or services ordered ar

5. Rationale Supporting Use of Authority Cited Above: Based on market research, as described in Section 8 of this justification, it has been determined that limited competition is available for these brand name items and services. Since this procurement is for enhancements and augmentation of existing software licenses, other

Management Suite (QMS) system.

VA has conducted the research and found that the Quality Management Suite (QMS) product meets all the needs for the day-to-day operations and deployment operations concerning Cisco CUCM endpoints. Licenses for Quality Management Suite (QMS) can only be supplied by the Quality Management Suite (QMS) manufacturer or an authorized reseller and only Quality Management Suite (QMS) licenses will be compatible with Quality Management Suite (QMS) in order to license this product.

Quality Management Suite (QMS) software is a proprietary software product, and no other licenses capable of integrating with the existing Quality Management Suite (QMS) call recording solution. Specifically, if another product is utilized, it will not communicate with the existing infrastructure due to these proprietary constraints. For this reason, any other brand name software would require complete redesigning, reengineering, and redevelopment of the existing infrastructure which could take up to a year. VA intends on procuring and rolling out a new Enterprise Call Recording solution in the next year.

At that time, the endpoints which utilize the Quality Management Suite (QMS) solution in San Diego will be migrated to the new Enterprise Call Recording solution. Therefore the procurement of another interim Call Recording solution other than Quality Management Suite (QMS) or the new Enterprise Call Recording solution would result in having two independent solutions operating in parallel which is unnecessary and unacceptable and would result in duplicated costs of hundreds of thousands of dollars on top of the already in production Quality Management Suite (QMS) software. If another brand name software was used, it would result in replacing this entire infrastructure which would result in duplicated costs of $113K. This is based on previous efforts to create the infrastructure. Without there being a comparable alternative solution in the marketplace, replacing the current Quality Management Suite (QMS) infrastructure would result in extensive delivery delays, reduction in critical functionality, and extensive duplication of costs that would not be recovered through competition.

6. Efforts to Obtain Competition: Market research was conducted, details of which are in section 8 of this justification. This effort did not yield any additional sources that could meet the Government's requirements. However, the undersigned VA technical representative determined that limited competition is available among authorized resellers for brand name QMS licenses, as well as software maintenance and support.

In accordance with FAR 16.505(a)(4)(iii)(A)(1), this justification will be provided with the solicitation to all appropriate NASA SEWP V GWAC holders and the award notice for this action will be synopsized on the Contract Opportunities website and this justification will be made publicly available within 14 days of award.

7. Actions to Increase Competition: The Government will continue to conduct market research to ascertain if there are changes in the marketplace that would enable future actions to be competed.

8. Market Research: conducted market research during June 2026 by reviewing similar software products to ascertain if other brands experts conducted web based research and discovered that while other VoIP software solutions from alternative manufacturers such as Dialogtech and Callrail exists, it does

Quality Management Suite (QMS) or an authorized reseller has access to the proprietary licensing specific to the expansion requirement to interconnect with the system in place. Therefore, at present there is no other software or licensing available in the marketplace that can meet this requirement.

In addition, VA networking Subject Matter Experts regularly review industry trade publications and conduct internet research to ascertain if any other brand name software or licensing is available. Based on all of these market research efforts, the

Quality Management Suite (QMS) brand name licensing

In June 2026, additional market research was conducted to ascertain the extent of limited competition among resellers of the required software licenses and associated software maintenance. An RFI response was received from HubZone Contract Holder Optivor Technologies, LLC. Through the use of the Provider Look-up tool on the NASA SEWP V GWAC website, the Office of Strategic Sources was able to identify eight Service Disabled Veteran-Owned Small Businesses and six HubZone resellers of the required Quality Management Suite (QMS) Software licenses and software maintenance support. Based on the above-mentioned market research efforts, the

Enghouse Quality Management Software can

9. Other Facts: N/A

Technical/Requirements Certification

I certify that the supporting data under my cognizance, which are included in this justification, are accurate and complete to the best of my knowledge and belief.

Fair and Reasonable Cost Determination

I hereby determine that the anticipated price to the Government for this contract action will be fair and reasonable based on comparison with commercial catalogue prices

Contracting Officer Certification/Approval

I certify that this justification is accurate and complete to the best of my knowledge and belief.: This contract action exceeds the simplified acquisition threshold, but does not exceed $750,000, therefore, the certification required by FAR 16.505(b)(2)(ii)(A) serves