DE01--ECO Enterprise Service Desk (ESD) Consolidated Effort - RFI (VA-27-00011677)

Bid due

Wed Oct 21, 2026, 10:00 AM EDT

Location

See notice

Source

SAM.gov

Solicitation

36C10B27Q0035

NAICS

541512

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 appr

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