Updated December 2, 2021
“The RFI amendment on 36C10B21Q0507 is to advise the Enterprise Service Desk Managed Services action as referenced is no longer required. It will be posted as two separate actions/RFIs. The Contact Center Infrastructure (CCI) Support was posted on Sam.gov under RFI 36C10B22Q0043 with all responses due by November 8. Tier 1 Support RFI is anticipated to be released as a separate action in the coming months. Please continue to monitor Sam.gov for updates.”
Posted August 19, 2021
Notice ID 36C10B21Q0507
“REQUIREMENT:
VA Office of Information & Technology (OIT) seeks to award Information Technology (IT) Enterprise Service Desk (ESD) contract(s). VA requires a seamless transition from the current contract to new contract(s), ensuring service levels and customer satisfaction is maintained or improved.
VA seeks to optimize efficiency and effectiveness in ESD Tier 1 Operations and requires continuous coverage, ensuring all calls, chats and self-service tickets are answered quickly, and resolved via first call resolution or triaged to VA Tier 2 & Tier 3 Operations efficiently and accurately. This includes during times of both expected peak call volumes and unexpected call surges.
VA is looking to industry to propose solutions which would guarantee a seamless transition and achieve optimization of ESD support to enhance customer experience. Core ESD operations are identified as: Tier 1 Operations; Telephony Services; and, Reporting and Performance Quality validation capability.
This RFI is intended to inform VA on possible solutions, acquisition strategies, pricing models for base and options and provide market research for alternative analysis…”
“The RFI amendment is to clarify the due date of 36C10B21Q0507, Enterprise Service Desk Managed Service Provider. All responses for the RFI will be due no later than 3:00 PM EST, on August 31, 2021…”
