The Department of Veterans Affairs is conducting market research for what could become one of its most significant enterprise IT modernization efforts, seeking an Enterprise Resource Planning (ERP) System Integrator to deliver and manage a next-generation cloud-based enterprise service management platform supporting more than 600,000 users.
According to the Request for Information and accompanying draft Performance Work Statement, the VA’s Office of Information and Technology is pursuing a fully integrated Platform-as-a-Service and Software-as-a-Service solution under a single enterprise System Integrator responsible for platform delivery, licensing, operations, modernization, performance, and continuous improvement. The agency is seeking a contractor that can serve as the single point of accountability for the entire platform rather than relying on multiple vendors or point solutions.
The planned platform extends well beyond traditional IT service management. The draft requirements encompass enterprise capabilities including IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (ITOM), IT Business Management (ITBM), Customer Service Management, Security Operations, Integrated Risk Management, reporting and analytics, workflow automation, mobile capabilities, and enterprise integration services. The platform must support a multi-instance cloud architecture capable of serving more than 600,000 users while maintaining 99.99 percent availability.
A notable aspect of the requirement is the VA’s emphasis on enterprise accountability and measurable business outcomes. Rather than simply procuring software licenses, the agency expects the selected System Integrator to assume responsibility for platform availability, modernization, operational performance, licensing transparency, service quality, cybersecurity, and continuous improvement under an extensive service level agreement framework. The draft requirements establish aggressive performance metrics covering availability, incident response, change management, integration reliability, customer satisfaction, automation adoption, and year-over-year operational improvements.
The draft Performance Work Statement also includes numerous optional capabilities that could significantly expand the platform over time. These include enterprise asset management, human resource service delivery, artificial intelligence, data lake capabilities, vendor risk management, field service management, cloud financial operations, distributed development, and transition services. The AI option specifically contemplates both generative AI and agentic AI capabilities to support automated ticket triage, knowledge generation, virtual agents, workflow automation, incident response, and operational decision support.
Another noteworthy element is the potential migration from the VA’s existing ServiceNow environment. One optional task calls for transitioning current ServiceNow functionality, including workflows, integrations, reports, dashboards, custom applications, and historical data, into the new enterprise platform while maintaining operational continuity throughout the migration process.
The VA is using the RFI to gather feedback on technical requirements, contract structure, licensing models, service level agreements, acquisition strategies, and potential contract vehicles before determining its final procurement approach. The agency is also requesting rough-order-of-magnitude pricing for both the base requirement and optional capabilities.
For large enterprise platform providers, cloud system integrators, ServiceNow competitors, ERP implementation firms, and federal IT modernization contractors, the RFI provides an early look at a potentially transformative enterprise platform opportunity supporting one of the federal government’s largest IT environments.
Read more here.
Solicitation Number: 36C10B26Q0585
