DA10--Contact Center Consolidation - RFI -PWS

Request for Information

VA Enterprise Contact Center Consolidation (CCC) Support

Introduction

This Request for Information (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 with a size standard of $34.0 million.

2. Submittal Information:

All responsible sources may submit a response in accordance with the below information.

There is a page limitation for this RFI of 10 pages. The Government will not review any other information or attachments included, that are in excess of the 10 page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic capability statements will not be accepted or reviewed. Your response must address capabilities specific to the services required in the attached VA Enterprise Contact Center Consolidation (CCC) Support PWS and must include the following:

Interested Vendors shall at a minimum provide the following information in the initial paragraph of the submission:

Name of Company

Address

Point of Contact

Phone Number

Fax Number

Email address

Company Business Size and Status

For VOSB and SDVOSBs, proof of verification in SBA VETCert

NAICS code(s)

Socioeconomic data

Data Universal Numbering System (DUNS) Number

Existing Contractual Vehicles (GWAC, FSS, or MAC)

Provide a summary of your capability to meet the requirements contained within the draft VA Enterprise CCC Support PWS. Describe your proposed technical and programmatic approach to supporting enterprise level call center consolidation, including experience leading or coordinating cross functional teams.

Detail your organization s expertise and methodology in Risk, Issue, and Change Management for large transformation initiatives, including any experience performing within teaming arrangements or joint ventures.

Corporate experience or expertise in performing these services and specific examples or references. Specific examples or references provided must include the agency, point of contact, dollar value, and contract number. Describe relevant past performance demonstrating proven quality, measurable KPIs/metrics, and successful execution of large scale call center consolidation efforts.

Provide a Rough Order of Magnitude (ROM) cost estimate, including all underlying assumptions.

Your company s intent and ability to meet the set aside requirement in accordance with VAAR 852.219-73 (JAN 2023) (DEVIATION) VA Notice of Total Set-Aside for Certified SDVOSBs and 13 CFR §125.6, which states the contractor will not pay more than 50% of the amount paid by the Government to it to firms that are not SDVOSBs. Your response shall include information as to available personnel and financial resources; full names of proposed team members and the requirements planned to be subcontracted to them, which must include the prime planned percentage or the names of the potential team members that may be used to fulfill the set aside requirement.

Has the draft PWS provided sufficient detail to describe the technical requirements and support services to be performed under this effort.

_______ YES

_______ NO (if No, answer question f)

If NO , please provide your technical comments/recommendations on elements of the draft PWS that may contribute to a more accurate proposal submission and efficient, cost effective effort.

NOTE: Technical questions may be submitted as part of your response, however, questions directed to the customer are prohibited. All questions in response to this RFI shall be included in a separate word document titled, VA Enterprise CCC Support RFI_Questions. The answers to all questions received will be posted prior to/with the Solicitation.

Responses are due no later than 1:00 PM EST, March 6, 2026 via email to Joshua Fitzmaurice, Contract Specialist at Joshua.Fitzmaurice@va.gov and Contracting Officer Mina Awad at Mina.Awad@va.gov. Please note VA CCC Support in the subject line of your response. Mark your response as Proprietary Information if the information is considered business sensitive. The email file size shall not exceed 5 MB.

See Attached Document: Draft VA Enterprise Contact Center Consolidation (CCC) Support PWS.