ECO Enterprise Service Desk (ESD) Consolidated Effort - RFI (VA-27-00011677)
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Description
Request for Information Synopsis Enterprise Service Desk: Integrated Service Delivery Model with Independent Billing and Outcome Oversight 1.0 RFI Synopsis Narrative Background and Purpose The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Enterprise Command Operations (ECO) is issuing a Request for Information (RFI) to conduct market research supporting a planned future acquisition strategy for Enterprise Service Desk (ESD) support and its associated Contact Center Infrastructure (CCI). VA currently operates ESD Tier 0/1 support and CCI as two separate prime contracts under a Multi-Vendor Service Provider (MVSP) model, where the CCI vendor produces independent Service Level Agreement (SLA) compliance reporting and conducts formal quality assurance oversight of the Tier 1 vendor's performance. VA is exploring whether and how Tier 1 agent services and CCI platform management could be brought together under an integrated service delivery model, while determining what functions, if any, should remain organizationally independent from the delivery contractor to preserve objective performance, quality, and billing oversight. VA has not determined the appropriate scope or structure of any such independent function and is seeking industry input on whether independence is necessary, which functions require it, and the most effective means of providing it. The primary purpose of this RFI is to hear from industry on how an integrated delivery model would work in practice, i.e., how it would be structured, transitioned, and operated and to use that input, together with the Rough Order of Magnitude (ROM) estimates requested below, to inform the resulting Performance Work Statement (PWS) and VA's decisions on scope, sequencing, and commercial structure. VA recognizes that consolidation may not be the right answer in every respect, and industry input that identifies where a combined model would be impractical, along with the reasoning behind that v…