DA01--Compensation & Pension (C&P) Product Line Help Desk Tier 2 & (VA-27-00007060)

The Department of Veterans Affairs Technology Acquisition Center is preparing to procure Compensation & Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support services, with responses to the Request for Information due October 1, 2026 at 10:00 a.m. Eastern Time. No set-aside has been designated. The acquisition strategy remains under development; pricing terms, award dates, and specific contract vehicles have not been established.

Performance location is the VA's Benefits and Memorials Services Portfolio. The contractor shall provide Tier 2 help desk support for C&P applications including VBMS, VETSNET, CAPRI, and VADS, operating 6:30 a.m. to 12:30 a.m. Eastern Time Monday through Friday, 6:30 a.m. to 6:30 p.m. Eastern Saturday, and 24/7 on-call for critical and serious issues. Service level agreements require response times between 15 minutes and 4 business hours depending on severity. Average daily ticket volume is estimated at 234 to 1,762, with peaks reaching 11,927 tickets.

The base period runs 12 months (two-month transition-in plus ten months operational support) with two optional 12-month extensions and two optional tasks. Contractor personnel require Tier 2/Moderate Risk background investigations per VA Handbook 0710. Security and compliance requirements encompass NIST, FIPS, HIPAA, FedRAMP, zero-trust architecture, AI governance, IPv6 compliance, and Section 508 accessibility. Work is firm-fixed-price with deliverables in Microsoft Office formats stored in C&P SharePoint or Jira. Up to 30 government-furnished laptops and docking stations will be provided.

RFI responses are limited to 12 pages and must include company information, business size and socioeconomic status, technical capability summary aligned with the draft Performance Work Statement, and corporate experience with specific references. SDVOSB and VOSB vendors must address the 50 percent subcontracting limitation and identify proposed team members and subcontracting percentages. Responses will be archived 60 days after the response date.