SAM #36C10B26Q0708

VA Seeks Contractor Teams for Digital Benefits Platform Modernization and Lifestage Benefits Optimization

The Department of Veterans Affairs (VA) Office of the Chief Technology Officer (OCTO) is seeking contractor teams to modernize and enhance digital benefits platforms for Veterans and their families. - Government Buyer: - Department of Veterans Affairs (VA) - Office of the Chief Technology Officer (OCTO) - Technology Acquisition Center Austin - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation or attachments. - Products/Services Requested: - Lifestage Benefits Optimization services to improve digital platforms for Veterans - Maintenance, improvement, and development of digital benefits forms (e.g., Pension, Burial, Dependents management, supplemental forms) - Modernization and automation of digital claims processing and document services - Integration of real-time data validation and third-party routing - Delivery of self-service tools comparable to leading private sector digital experiences - Customization of digital services for individual users - Agile software development (web apps, APIs, mobile apps, internal claims processing) - Technical advising, architecture planning, and IT operations support - Service design, user research, and accessibility improvements - Data science, analytics, machine learning, and natural language processing - Product support operations (program planning, onboarding, training, helpdesk) - Unique or Notable Requirements: - Emphasis on AI-enabled improvements and automation - Focus on accessibility and usability for all user groups - Agile two-week development iterations - Key personnel include Product Leads, Software Engineers, UX Designers, and Accessibility Leads - Support for both existing and new modernization initiatives within the VA Benefits Portfolio

Description

In 2017, the Department of Veterans Affairs (VA) Office of the Chief Technology Officer (OCTO) partnered with VA Central Office and all three VA Administrations to identify a vision statement for enhancing VA’s digital presence for Veterans. That vision is known as the Digital Modernization Vision and is supported by a group of VA executives known as the Digital Modernization Council. This council is chaired by the CTO.  

VA Digital Modernization Vision defined in July 2017: 

VA will deliver self-service tools on par with top private sector companies and will have the best online experience in the Federal Government. Every digital service will be customized to the individual using it. Interacting with VA digital services will feel like navigating TurboTax, not filling out a form. 

The work directly supports benefits claims and data intake on Veteran-facing digital platforms. The overarching goals of this work are: 

1. Reduce the average time to completion of benefits claims 

2. Increase customer satisfaction 

3. Increase the quality and reliability of VA services 

VA's Benefits Portfolio encompasses a complex ecosystem of digital products that serve Veterans, Caregivers, Service members, their dependents, and survivors throughout the entirety of their benefits lifecycle—from initial application, through claim status tracking, to decision review and ongoing benefits management. While VA has made significant progress in digitizing these experiences, VA seeks to make substantial improvements in three areas: (1) forms updates and usability improvements, (2) benefits data intake and automation, and (3) document services (real-time data validation and third-party routing). The work encompassed in this requirement covers existing products and potential new modernization initiatives.

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