DA01--Market Research Request - VA Customer Relationship Management (CRM) Modernization (VA-27-00005481)

The Department of Veterans Affairs Technology Acquisition Center is conducting market research via Request for Information 36C10B27Q0006 to support the modernization of its Customer Relationship Management (CRM) systems. The primary objective is to consolidate and standardize contact center CRMs across the entire VA enterprise, including the sustainment of existing Microsoft Dynamics and Salesforce based systems. A key component of the scope involves significant integration with the Contact Center as a System (CCaaS) Genysys, although the CCaaS itself is not part of this acquisition. The project will focus on delivering intuitive, accessible case management workflows that adhere to 508/WCAG standards, with a preliminary focus on consolidating systems such as AskVA. This effort is currently in the information and planning stage and does not constitute a formal solicitation for bids or proposals. The VA intends to release the final solicitation on GSA eBuy with no set-aside. Interested respondents under NAICS 541512 are requested to provide their firm's identification, socioeconomic status, and relevant technical experience in CRM consolidation, AI enablement, and HCD/UX. Responses must be submitted by August 4, 2026, at 1:00 PM EST. The government is specifically seeking information regarding recommended approaches for training, change management, and AI-assisted development to inform a future Performance Work Statement.