DA10--VA Enterprise - Data Call Centers -Purpose Statement RFI

This requirement was originally issued as a Request for Information (RFI) under solicitation number 36C10B26Q0084 by the Department of Veterans Affairs Technology Acquisition Center, aimed at gathering industry input on the consolidation of over 60 decentralized VA contact centers into a unified, enterprise-wide clinical contact center known as Health Connect. The initiative seeks to streamline operations, enhance Veteran experiences, and reduce costs by creating a single, scalable platform supporting 24/7/365 services including clinical triage, scheduling, virtual clinic visits, and pharmacy support for approximately 9 million Veterans who annually make 41.5 million calls. The RFI emphasized integration with critical systems such as Genesys Cloud CX, Salesforce, Microsoft Dynamics, VistA, and Oracle Health, with mandatory compliance with HIPAA, VA privacy policies, and FedRAMP authorization. Performance metrics like abandonment rate (≤5%), service level (≥80% in 30 seconds), first call resolution (80–85%), and average handle time (2–5 minutes) were outlined as de facto quality benchmarks, though no formal evaluation factors or award basis were defined in the RFI. The solicitation was structured for information-gathering purposes only, with no intent to award a contract at this stage, and responses were required via email in Microsoft Word format, limited to 10–15 pages and not exceeding 5 MB, with strict prohibition of marketing materials. Offerors were required to submit company details, size status, DUNS number, and socioeconomic certifications, with particular emphasis on SDVOSB status under VAAR 852.219-73, which included a 50% subcontracting limitation for non-SDVOSBs and mandated proof of SBA VETCert verification. The place of performance was nationwide, with remote delivery model, and no physical delivery or packaging requirements were applicable. Although the RFI included appendices with open-ended questions on workflow standardization, data migration, and ecosystem transition, the contract opportunity was ultimately cancelled due to unforeseen circumstances, rendering all submission deadlines, point of contact information, and planning parameters moot. No contract value, CLINs, payment details, or formal award mechanisms were established as no procurement action proceeded beyond the market research phase.