Updated November 23, 2021
“The purpose of this amendment to RFI 36C10B22Q0043 is to provide additional information regarding the requirement. The Government anticipates a task order for Contact Center Infrastructure (CCI) Managed Services Solution which includes performance analysis and reporting of the Enterprise Service Desk (ESD) support. This FY, the Government also anticipates a separate task order performing any Tier 1 services for the ESD. The resultant contractor for the CCI task order would have an Organization Conflict of Interest (OCI) which would prevent it from competing on the future task order for performing any Tier 1 services for the ESD. The Government anticipates soliciting an ESD Tier 1 services effort late 2nd quarter FY 22…”
Posted October 25, 2021
Notice ID: 36C10B22Q0043
“The purpose of this Performance Work Statement (PWS) is to establish a Task Order (TO) that supports the following key business objectives:
- For Contact Center Technology Platform, VA seeks a cloud-based platform which provides multiple contact channels integrated with VA’s IT Service Management (ITSM) tool to facilitate a world-class IT Enterprise Service Desk (ESD) Support operation, enabling ideal resource utilization, metrics, trend analysis, and continuous coverage regardless of technology boundaries to provide optimal end user experience.
- For Quality Assurance, Reporting, and Analytics, VA seeks scientifically sound quantitative and qualitative metrics, and analysis regarding the performance of all service desk operations in relation to Service Level Agreements (SLAs), facilitating continuous improvement and innovation.”
“SCOPE OF WORK: The Contractor shall provide a secure, managed, cloud-based, standardized CCI solution that improves VA processes and creates an environment for positive end user experiences.
All components of the CCI solution shall be provided and maintained by the Contractor, including the infrastructure, code or licenses, system updates, management of the solution, change and other necessary practices required for the managed service. All user data produced, recorded, stored, or archived by the CCI solution shall be the property of VA. The Contractor shall provide VA user interface(s) where user and system data from all CCI sources can be extracted for the vital capability of allowing VA to be able to access and export their own data at will…
“The Contractor shall provide a CCI solution that is initially capable of supporting a 365 days per year, 24×7 operation with an estimated volume of approximately 250,000 calls per month (8,900 average number of calls per day (Sunday through Saturday), with an average high of 500 simultaneous calls in a 15-minute period during peak times (typically Monday and Tuesday mornings)) and 55,000 chats per month (150 chats per day)…”
“The Period of Performance (PoP) shall be a one-year base period, with up to five, one-year option periods and 12 optional tasks…”
