SAM #36C10B26Q0292

VA Seeks Calabrio Software Maintenance and Support for Contact Centers

The Department of Veterans Affairs Office of Information and Technology (OIT) is seeking continued subscription and maintenance support for Calabrio software licenses used in VA Genesys CX3 Contact Centers. - Government Buyer: - Department of Veterans Affairs - Office of Information and Technology (OIT), Development, Security, and Operations (DevSecOps) Connectivity & Collaboration Services (CCS) Unified Communications (UC) - OEM Highlight: - Calabrio (proprietary software for Workforce Management, Quality Management, and Call Recording) - Products and Quantities: - Maintenance and support for Workforce Management Calabrio software licenses (3,500 licenses) - Maintenance and support for Quality Management Calabrio software licenses (4,000 licenses) - Maintenance and support for Call Recording Pack Calabrio software licenses (3,500 licenses, Option Year 1) - Services Requested: - 24/7/365 support, software upgrades, updates, and defect remedies for Calabrio software - Support to ensure operational continuity and security compliance of the VA Contact Center platform - Notable Requirements: - Compliance with Section 508 accessibility standards - Adherence to VA security, privacy, and AI principles - Use of sustainable IT products and strict software licensing compliance - Ongoing AI documentation and compliance reporting - Place of Performance: - Department of Veterans Affairs (federal office)

Description

REQUEST FOR INFORMATION (RFI)

INTRODUCTION: THIS IS NOT SOLICITATION.  This RFI is issued for information and planning purposes only, do not submit a proposal.  There is no obligation for the Government to acquire any products or services described in this RFI.  No funds have been authorized, appropriated, or received for this effort. The information provided may be used by the Department of Veterans Affairs (VA) in developing its acquisition strategy and Performance Work Statement (PWS). Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI.

BACKGROUND The Department of Veterans Affairs (VA), Financial Services Center (FSC) adjudicates and pays healthcare claims from private providers outside of VA's medical facilities. The VA requires a cost and schedule estimate to provide Operations and Maintenance (O&M) and change request (CR) support for our current medical claims adjudication and processing system (eCAMS) for healthcare claims transactions.

QUESTIONS AND CRITICAL CONSIDERATIONS FOR INTERESTED CONTRACTORS Responses are solely treated as information for the Government to consider.  Direct or indirect costs incurred in response to this RFI are at the expense of the vendor, not the Government. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any contract that might be awarded based on information received or derived from this RFI will be the outcome of a competitive process.  It is requested that all companies interested in participating in this effort to note their interest and respond to the areas identified in the Capabilities Statement section below.  Provide a summary of your technical approach to meet the stated objective below.

OBJECTIVE  The VA is seeking sources that provide software support, including O&M and implement change requests in accordance with the attached draft PWS. In addition, VA is seeking vendors to do the work described in the PWS without invalidating our software license with Acentra Health; which does not grant the VA the right to eCAMS software source code.

CAPABILITIES STATEMENT Please provide Point of Contact information (name, email address, address, telephone, and fax numbers). Please identify your company s size status based upon the applicable NAICS code of 541519. If in responding to this RFI, you believe another NAICS code should be applicable, please identify the NAICS code you consider appropriate for this effort along with detailed supporting rationale. Please provide details regarding proposed joint ventures, teaming arrangements, strategic alliances or other business arrangements needed to meet Federal Acquisition Register or VA Acquisition Register Is your company able to do the work described in the Performance Work Statement (PWS) without invalidating the VA s software license with Acentra Health, Inc.? How long after contract award would your company be ready to perform the work described in the attached PWS? In order to build an appropriate cost estimate, what would be your recommended cost range? Please provide information if services and products are available under any Federal Contract Vehicle, e.g., GWACs, GSA Federal Supply Schedule, T4NG, etc.

RESPONSE SUBMISSION Please submit responses via email to Evan Lee, Contract Specialist at Evan.Lee1@va.gov by 2:00 pm Eastern Daylight Time, November 3, 2025. VA reserves the right to not reply to any emails, responses, and/or materials submitted.

DISCLAIMER This RFI is issued solely for information and planning purposes only and does not constitute a solicitation.  All information received in response to this RFI that is marked as proprietary will be handled accordingly.  In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract.  Responders are solely responsible for all expenses associated with responding to this RFI. Additional Links:https://www.va.gov

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