D--Veterans Relationship Management (VRM) IDIQ Note: See Continuation Page

This synopsis is for the Veterans Relationship Management (VRM) Program Information Technology solutions and Supports Services (ITSS). The VRM program is designed to satisfy several key challenges that veterans service members, and their dependents experience when seeking information and services from the Department of Veterans Affairs (VA). The VRM Program will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner to enhance veterans, their families, and their agents' self-service experience through a multi-channel customer relationship management approach. The goal of the VRM Program is to improve the speed, accuracy, and efficiency in which information is exchanged between veterans and VA, regardless of the communications method (phone, web, email, and social media). The VRM Program focus will include modernization of voice telephony, unification of public contact representative desktops, development of cross-VA knowledge based system, veteran identity and access management (IAM), implementation of customer relationship management systems (CRM), and integrating self-service capabilities with multiple communication channels to empower Veterans. The VRM Program involves seven work streams: Voice Access Modernization (VAM), IAM, CRM, Unified Desktop (UD), Web/Self Service, Knowledge Management (KM), and Member and Integration Services. The primary focus of the acquisition strategy is to reduce risk and increase the chances of success for the work streams via a phased implementation approach using agile development. Although the work streams all have interdependencies and will be integrated and aligned with overall program objectives, the acquisitions for each work stream will be separate activities. This allows each work stream to pursue the acquisition approach that is most suitable for that particular work stream's implementation and minimizes the deployment risks to end-users by not implementing with a "big bang" approach. This approach also separates the program into more manageable pieces from a technical and contractual perspective. To support this, multiple award indefinite delivery/indefinite quantity (IDIQ) contracts will be put in place to obtain the technical solution for all work streams at all phases of the program lifecycle. The intent of the VRM IDIQ is to provide a flexible contracting mechanism to the work streams; therefore, the IDIQ will support all task order types (cost reimbursable, fixed price, and time and materials). A total of five (5) multiple award IDIQ contracts are anticipated to result from this acquisition, including a reserve for one (1) Small Disadvantaged Veteran Owned Business (SDVOSB) and two (2) Small Businesses (SB's). The NAICS Code for this procurement is 541511. The solicitation number assigned to this effort is VA118-10-RP-0122 and will be issued on or about 18 February 2011. The draft performance work statement (PWS) is attached to this synopsis. And draft instructions to offerors will be posted shortly. All responsible sources may submit a proposal which shall be considered by the agency. The Point of Contact is Kelly Driscoll, Department of Veterans Affairs Technology Acquisition Center, Phone +1 (555) 000-0000, Email contact@example.gov. Alternate POC is Anne Marie Vasconcelos at +1 (555) 000-0000, Email contact@example.gov.