Market Research Request - VA Customer Relationship Management (CRM) Modernization (VA-27-00005481)

Request for Information Customer Relationship Management (CRM) Modernization Introduction: This is a Request for Information (RFI) only issued for conducting market research. This request is a RFI only and shall not be considered an invitation for Bids (IFB), Request for Quotations (RFQ), or a Request for Proposal (RFP) Do not submit a proposal or quote. This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. The information provided may be used by the VA in developing its acquisition strategy. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. 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. The Veteran Experience Services (VES) portfolio within the Office of Information & Technology (OIT) is seeking information from qualified vendors in support of the development of an enterprise customer relationship management application an effort to consolidate and standardize VA contact center Customer Relationship Management (CRM)s across the entire VA enterprise. The effort will be to operate and maintain the existing Microsoft Dynamics and Salesforce based CRMs, while also designing, developing, and launching the new enterprise CRM. Current Understanding The consolidated CRM will be built on the Salesforce platform. VA has identified a preliminary list of contact center CRMs likely to be included in this consolidation: Unified Desktop Optimization CRM (UDO) / Veterans Outreach Interaction and Communication Engine (VOICE) CRM VA Solid Start CRM Community Care CRM (CommCare) VET-HOME CRM Member Services CRM Education Contact Center CRM Women s Veterans Call Center CRM VA Customer Experience Service Recovery Platform (VACX SRP) CRM VA Health Connect CRM AskVA CRM This list is not final and may expand as VA completes its inventory of enterprise contact center systems. This acquisition is specific to CRM sustainment (for legacy systems) and modernization (for the consolidated system). This scope does not include the Contact Center as a System (CCaaS) (Genysys), although there is significant integration required with that system. Areas Requiring Further Definition The Government is still working through several foundational decisions and is using this RFI, in part, to inform them: Acquisition strategy VA has not yet determined whether this requirement will be competed full and open or set aside for a specific socio-economic category. Consolidation and phasing approach VA has not determined whether to migrate one CRM onto the new platform first and add others incrementally, or take a broader approach across multiple systems at once. VA has also not determined whether to consolidate into one single CRM or multiple at once, nor what a phased rollout would look like. Scope VA has not defined whether this scope of work will include additional features such as chatbot or live agent chat. Responses: As part of your market research response, please provide a written submission of no more than 6 pages in Times New Roman or Arial 12-point font addressing the following: 1. Contractor Information Provide your firm's name, address, phone number, email address, and Unique Entity Identification (UEI) number. 2. Existing Contracting Vehicles VA Anticipates that this effort will fall withing North American Industry Classification System (NAICS) Code 541512. Indicate whether your firm holds an applicable contract vehicle (e.g., GSA MAS SIN 54151S) and describe how it is within scope of this requirement. 3. Business Size and Socioeconomic Status Confirm your firm's size status under NAICS 541512 and identify any socioeconomic certifications held (e.g. Service-Disabled Veteran-Owned Small Business (SDVOSB) status as verified in the applicable certification system of record). 4. Relevant Technical Experience Briefly describe your firm's experience with any of the following: Microsoft Dynamics 365 / Power Platform / Salesforce Configuring and sustaining enterprise scale Salesforce and D365 model driven applications. Human Centered Design (HCD) & User Experience Conducting user research, usability testing, journey mapping, and delivering intuitive, accessible (508/WCAG) case management workflows for nationwide user populations. Artificial Intelligence (AI) Enablement Evaluating Salesforce platform readiness for Agentforce and integrating AI/ML capabilities (case classification, summarization, next-best-action recommendations) into enterprise workflows using Agentforce agents, Einstein AI, and Data Cloud, including experience supporting re-platforming from D365 to Salesforce to enable native, agentic AI features. Enterprise Change, Modernization, and Large-Scale Workflow Redesign Executing major configuration overhauls, workflow redesigns, organizational alignment, and multiphase modernization initiatives while maintaining operational continuity. CRM Consolidation, Re-Platforming, and Transformation Taking a number of legacy CRM solutions into unified enterprise CRM that will support many lines of business and hundreds of call types. Scale of Contract and Team Management Staffing and managing contracts of comparable scale and complexity, including team size, contract value, and number of concurrent workstreams. 5. Recommended Approach Training & Change Management Describe your change management and training approach for call center CRM rollouts, including specific examples and how you measure agent adoption and address resistance. AI Assisted Development and Test Describe your approach to using AI tools in the CRM development process including code generation, configuration, or testing and how you ensure AI-assisted work meets quality and security standards prior to deployment. Enterprise CRM Approach Based on the call types and lines of business supported across VA's call centers, and drawing on your experience working with organizations of similar scale and scope, would it be more appropriate and cost-effective for VA to consolidate onto a single CRM or to operate multiple large CRMs? Please describe your rationale for recommending this approach. 6. Comments and questions. In your firm s opinion, what are the most important requirements for the Government to define before a draft PWS is released? Do you have any additional comments or questions on this requirement? Submittal Information: Responses are requested no later than 1:00PM EST on August 4, 2026 by email to Joseph.Jeranek@va.gov. All responsible sources may submit a responses which shall be considered by the agency. Please note 36C10B27Q0006 in the subject line of your email response. The Government requests that submissions do not include marketing materials, boilerplate capability statements, or peripheral content. Responses should be concise and directly address the questions above.