Posted April 15, 2025
Notice ID: 36C10B25Q0073
Special Notice:
“The Department of Veterans Affairs (VA) is issuing this notice to inform interest parties that the previously communicated requirement titled “VA Contact Center Experience Modernization (VCCEM)” is no longer being pursued.
After further internal review and consideration, the VA has decided not to proceed with this initiative at this time. We appreciate the interest and feedback received from industry partners and stakeholders in response to earlier market research inquires.”
Posted November 12, 2024
Notice ID: 36C10B25Q0073
The Contractor shall provide Product Development support for critical and non-critical applications and products in the VRM Product Line listed below. Support includes software development (Dev), product security management (Sec), and information-technology operations (Ops) and maintenance services for all products listed in this task order in accordance with Sections 5.1 through 5.4. The Contractor shall also provide product and delivery management, systems architecture design, user research/feedback, user experience strategy, interaction design, Accessibility analysis and mitigation of defects, integration support, and data analytics to build and continuously improve new and existing Veteran experience solutions.
Currently the portfolio uses many different technologies for this work including Microsoft (MS) Dynamics 365 (D365), Salesforce, and other custom development platforms. This is not an exhaustive list and may change throughout the life of the task order based on modernization, decommissioning, streamlining, or creation of products within the portfolio.
Critical Applications:
(1) Veterans Experience Integration Solution (VEIS)
(2) VA Health Connect
(3) Veterans Crisis Line (chat and CRM)
Non-Critical Applications:
(1) Unified Desktop Optimization CRM (UDO)
(2) Veterans Outreach Interaction and Communication Engine (VOICE) CRM
(3) Patient Advocate Tracking System Replacement (PATS-R)
(4) Ask VA (AVA)
The Period of Performance (PoP) shall consist of a 12-month base period and four 12- month option periods and two Optional Tasks. The overall PoP shall not exceed 60 months.
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I received the national email announcing that Secretary Collins is launching “Strategic Reviews” of five VA programs—Community Care and the Homeless Program among them. The IVC was briefed last week, and VISN leadership and directors were updated this week. These reviews will include site visits (though it’s not clear yet whether they’ll cover every site or only select ones). What really caught my eye was the line, “Due to the sensitivity of these reviews, all questions should follow your formal chain of command,” which to me reads as, “please don’t ask questions.”