VA Enterprise Infrastructure Solutions (EIS) – Cloud Customer Experience Infrastructure as a Service (IaaS)

Sources Sought Notice

VA Enterprise Infrastructure Solutions (EIS) Genesys Cloud Customer Experience Infrastructure as a Service (IaaS)

This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Department of Veterans Affairs (VA) as to the ultimate acquisition approach.

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), Unified Communications, has a requirement for Genesys Cloud Customer Experience Infrastructure as a Service (IaaS) as a fair opportunity task order against the General Services Administration's (GSA) Enterprise Infrastructure Solutions (EIS) contract.

This notice is issued solely for information and planning purposes - it does not constitute a Request for Quote (RFQ)/Invitation for Bid (IFB)/Request for Proposal (RFP) or a promise to issue an RFQ, IFB or RFP in the future. This notice does not commit the VA to contract for any supply or service. Further, the VA is not seeking quotes, bids or proposals at this time and will not accept unsolicited proposals in response to this sources sought notice. The VA will not pay for any information or administrative costs incurred in response to this notice. Submittals will not be returned to the responder. Not responding to this notice does not preclude participation in any future RFQ or IFB or RFP, if any is issued. If a solicitation is released, it will be synopsized on the Governmentwide Point of Entry. It is the responsibility of potential offerors to monitor the Governmentwide Point of Entry for additional information pertaining to this requirement. The anticipated NAICS code is: 517111 Wired Telecommunications Carriers. The Small Business Size Standard for this NAICS code is 1500 employees. Indicate your company size and socio-economic status under this NAICS.

A brief synopsis of the required product is provided below:

This is a mission critical OIT project intended to stabilize and improve upon the technical and service delivery of connecting VA Call Center Professionals to Veterans having a mental health crisis or having thoughts of suicide and improving the Veterans experience with all VA Enterprise Contact Centers. The effort includes supporting VA CCS in its efforts to implement and deploy its desired Federal Risk and Authorization Management Program (FedRAMP) Moderate Genesys Cloud Customer Experience Contact Center IaaS, inclusive of new telephony circuits, monitoring, call recording, workforce management tools, voice analytics

RESPONSE SUBMISSION

Please submit responses via email to TAC-AProcurementTeamE@va.gov by 3:00 PM EST, November 5, 2025 .

Response Guidelines:

Responses should also include a contact name, point of contact, phone number, Unique Entity ID number, CAGE code, email address, as well as any contract vehicle available.

Interested parties are requested to respond to this RFI with a white paper. Submissions cannot exceed 10 pages, single spaced, 12-point type with at least one-inch margins on 8 1/2 X 11 page size. The response should not exceed a 5 MB e-mail limit for all items associated with the RFI response. Responses must specifically describe the contractor's capability to meet the requirements outlined in this RFI.

Additionally, EIS Contractors are encouraged to respond with:

1. 1. If the EIS Contractor offers this IAAS, please provide a list of EIS services along with their associated Contract Line-Item Numbers (CLINs) on the attached J.1 Price Workbook.
   2. Any questions or comments on the draft Statement of Work.

Oral communications are not permissible. GSA E-Buy will be the sole repository for all information related to this RFI. VA reserves the right not to respond to any or all emails or materials submitted.

DISCLAIMER

Reminder: This Sources Sought is issued solely for information and planning purposes only and does not constitute a solicitation. All information received in response to this Sources Sought that is marked as proprietary will be handled accordingly. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this Source Sought.