VA Enterprise Artificial Intelligence Support Services

Background
The Department of Veterans Affairs (VA) is seeking to enhance its enterprise AI capabilities to better serve the 18.25 million Veterans and their families. The VA's mission includes administering benefits, delivering clinical care, and providing digital services.

This RFI is part of a broader acquisition strategy aimed at leveraging AI to improve service delivery while maintaining safety, security, and equity standards. The VA aims to expand AI access, build an AI-ready workforce, reimagine workflows with AI, invest in data infrastructure for AI adoption, and ensure effective governance of AI initiatives. This RFI specifically addresses third-party support services as part of the VA's enterprise AI strategy.

Work Details
The contractor will provide comprehensive support services categorized into three tiers: Tier 1 (initial user support), Tier 2 (administrative and configuration support), and Tier 3 (advanced technical support). Key tasks include:
- **Tier 1 Support**: Initial intake, documentation, classification, basic troubleshooting, user communications, and routing requests using approved procedures.
- **Tier 2 Support**: Administrative actions involving identity management, configuration settings, and operational support within approved authority. Maintenance of runbooks for authorized actions and escalation procedures.
- **Tier 3 Support**: Advanced diagnosis and troubleshooting for complex issues requiring in-depth analysis of logs and telemetry. Coordination with product providers for issue resolution.

Deliverables include a Support Services Catalog detailing responsibilities and performance standards; a Support Operations Plan outlining coverage channels and ticket control procedures; a VA-accessible Knowledge Base; and operational records documenting administrative actions.

Place of Performance
Services will be performed at various VA facilities across the United States as required by the contract.

Bidder Requirements
Bidders must demonstrate relevant experience in providing IT support services in a healthcare or government context. Specific requirements include:
- Proven capability in managing Tier 1, Tier 2, and Tier 3 support operations.
- Familiarity with VA systems or similar healthcare environments.
- Necessary certifications for personnel involved in providing these services.
- Ability to maintain compliance with federal regulations regarding data security and privacy.