PSETS Services and Help Desk Support - New Task Order (VA-25-00030535)   2

Background
The Department of Veterans Affairs (VA), Office of Information Technology (OIT), Data Breach Response Service (DBRS) is responsible for overseeing, reviewing, analyzing, and adjudicating all Privacy and Security related events within the VA.

The DBRS manages the Privacy and Security Event Tracking System (PSETS), a complex application on the ServiceNOW platform that requires ongoing development and integration to meet regulatory changes and security threats.

Work Details
The Contractor shall provide development support for the modernization and implementation of Service Management tools throughout the VA Enterprise, specifically focusing on ServiceNow. Key tasks include:
- Project Management associated with ServiceNOW.
- Help Desk support for users.
- System access management and operational maintenance support.
- Development/engineering of enhancements and reporting.
- Lead bi-weekly contract progress meetings with VA oversight teams.
- Provide quarterly summary reports in NOW or another format as requested by the VA.

The Contractor must ensure compliance with federal laws regarding Protected Health Information (PHI), Personally Identifiable Information (PII), and Sensitive Personal Information (SPI). Development tasks will include functionality testing, security testing, documentation updates, and creating System Design Documents (SDDs) and User Guides. All documentation must be approved by VA prior to final acceptance.

Period of Performance
The Period of Performance is twelve (12) months from the date of award with four (4) optional 12-month periods.

Place of Performance
Tasks will be performed at Contractor facilities.