RFI PATS-R_TAC_20July2026.docx

RFI – VA-27-00003376

Request for Information (RFI) 36C10B26Q0062 The Department of Veterans (VA) Patient Advocate Tracking System – Replacement (PATS-R)

(VA-27-00003376)

1. Introduction:

This RFI is for planning purposes only and shall not be considered an Invitation for Bid, Request for Task Execution Plan, Request for Quotation or a Request for Proposal. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI.

The North American Industry Classification System (NAICS) for this requirement is 541512.

Please reference RFI 36C10B26Q0662.

1. Background:

The Veteran Experience Services (VES) portfolio within the Office of Information & Technology (OIT) is seeking information from qualified vendors in support of the Patient Advocate Tracking System – Replacement (PATSR) — an effort to sustain and modernize VA's enterprise-wide patient advocacy case management platform. The primary effort involves ongoing operations, maintenance, and continuous enhancement of PATSR, a Microsoft Dynamics 365-based solution supporting more than 28,000 Patient Advocates and clinical staff across more than 150 VA Medical Centers and Community-Based Outpatient Clinics. The effort also includes integration sustainment across multiple enterprise VA systems and support for iterative modernization using Agile and DevSecOps practices. VA is releasing a DRAFT Performance Work Statement (PWS), which is attached for reference. Respondents are strongly encouraged to review and comment on those documents as part of their response.

1. Submittal Information:

Respondents are asked to provide information addressing each of the following areas. VA is seeking substantive, specific feedback not marketing materials. Responses should be organized by section number as listed below. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic capability statements will not be accepted or reviewed. Your response must include the following:

a. Provide the following information in the initial paragraph of the submission:

1. Name of Company:

2. Address:

3. Point of Contact:

4. Phone Number:

5. Email address:

6. Socioeconomic data:

· Company Business Size and Status (For VOSB and SDVOSBs, proof of verification in SBA.gov):

7. Unique Entity ID:

8. Do you anticipate performing as a prime contractor, subcontractor, or as part of a joint venture:

9. If determined to be a set-aside, your company’s intent and ability to meet the set aside requirement in accordance with VAAR 852.219-73 VA Notice of Total Set-Aside for Verified Service-Disabled Veteran-Owned Small Businesses and 13 CFR §125.6, which states the contractor will not pay more than 50 percent of the amount paid by the Government to it to firms that are not SDVOSBs.

b. Relevant Technical Experience (Briefly describe your firm’s experience with any of the following). As part of your market research response, please provide a written submission of no more than 20 pages in Times New Roman or Arial 12-point font addressing the following:

1. Microsoft Dynamics 365 / Power Platform Configuring, customizing, modernizing, and sustaining enterprise scale D365 model driven applications.

2. Scaled Agile Framework (SAFe), DevSecOps, and Continuous Integration and Continuous Delivery (CI/CD) Delivering software with unified development and O&M teams, implementing CI/CD pipelines, automated testing (functional, regression, accessibility, security), and supporting UAT in federal environments.

3. Enterprise O&M (Tier 4), Incident Response, and Monitoring Providing Tier 4 support, including root cause analysis, emergency incident response, application performance monitoring, telemetry dashboards, and automated SLA testing.

4. Enterprise Integrations & Data Management Supporting large-scale integrations across multiple enterprise systems (e.g., identity, clinical, eligibility), maintaining integration health, and developing operational/management dashboards (e.g., Power BI).

5. Human Centered Design (HCD) & User Experience Conducting user research, usability testing, journey mapping, and delivering intuitive, accessible (508/WCAG) case management workflows for nationwide user populations.

6. Artificial Intelligence (AI) Enablement & Responsible AI Implementation Evaluating platform readiness and integrating AI/ML capabilities (classification, summarization, recommendations) into enterprise workflows; ensuring compliance with federal trustworthy AI requirements; and supporting potential D365 re-platforming to enable native AI features.

7. Enterprise Change, Modernization, and Large-Scale Workflow Redesign Executing major configuration overhauls, workflow redesigns, organizational alignment, and multiphase modernization initiatives while maintaining operational continuity.

8. CRM Standardization, Re-Platforming, and Architecture Transformation Standardizing CRM solutions into unified enterprise platforms, performing architectural assessments to support major platform shifts, and managing largescale data migration and modernization with minimal disruption

c. Identify existing Government-wide Acquisition Contracts (GWACs, GSA Multiple Award Schedule (MAS)), or other existing contract mechanisms through which this requirement could be competed. For each vehicle identified, provide:

1. Contract vehicle:

2. Contract number:

3. Does your firm hold a current contract under that vehicle:

4. Any limitations of that vehicle for this type of requirement (e.g., scope, ceiling, labor category restrictions, socioeconomic eligibility):

5. How would you propose to meet all the PWS requirements if utilizing GSA MAS?

d. Provide feedback on the draft PWS.

1. Any questions, comments, or recommendations on the attached Draft PWS, including comments pertaining to the Government's proposed approach.

2. Identify factors that most significantly drive cost for this type of requirement to inform where requirements decisions have the most significant impact on pricing.

Responses are due no later than 12PM EST, Friday, July 31, 2026 via email to James Cummiskey, Contract Specialist at james.cummiskey@va.gov, and Heather Utt, Contracting Officer at heather.utt@va.gov. Please note “PATS-R” in the subject line) of your response. Mark your response as “Proprietary Information” if the information is considered business sensitive.