# VA Contact Center Experience Modernization (VCCEM)

Canonical: https://abierto.us/opportunities/36c10b25q0073

- Solicitation number: 36C10B25Q0073
- Notice type: Sources sought
- Status: Closed. Deadline was June 14, 2025 at 11:00 AM EDT
- Department: Department of Veterans Affairs
- Contracting office: Technology Acquisition Center NJ (36C10B)
- NAICS: 541512 Computer Systems Design Services
- Product or service code: DA01 Support services for activities involved with application development and support to include analysis, design, development, coding, testing, and release packaging, as well as support of off-the-shelf Business Applications.
- First posted: November 12, 2024
- Last posted: April 14, 2025
- SAM.gov: https://sam.gov/workspace/contract/opp/8149752d56224743b0f8aaef8b4e9f45/view

## Description

SPECIAL NOTICE

The Department of Veterans Affairs (VA) is issuing this notice to inform interest parties that the previosly communicated requirement titled "VA Contact Center Experience Modernization (VCCEM)" is no longer being pursued. After further internal review and consideration, the VA has decided not to proceed with this initiative at this time. We appreciate the interest and feedback received from industry partners and stakeholders in response to earlier market research inquires. Thank you.

PLEASE NOTE THAT THIS IS A SOURCES SOUGHT FOR A NEW CONTRACT OPPORTUNITY AND NOT A FOLLOW-ON TO ANY EXISITING CONTRACT. The purpose is to provide Product Development support for critical and non-critical applications and products in the Department of Veterans Affairs (VA) VRM Product Line. Support includes software development (Dev), product security management (Sec), and information-technology operations (Ops) and maintenance services. The VA follows a DevSecOps software engineering methodology.

DevSecOps is a culture-based software engineering approach that aims at unifying software development, security, and software operation, and mandates collaboration between the business and the IT organizations that develop, deliver, and manage applications for that business. The new culture will enable project teams to utilize self-service and have more autonomy with the approach used to meet customer needs.

Scaled Agile Framework (SAFe) is a proven approach that will allow VA to deliver solutions to customers faster and more efficiently using Lean, Agile and DevOps principles, practices and processes. DevOps will improve the experience of OI&T customers, enable OI&T to deploy new systems and update existing systems more quickly and frequently, and will lower costs by leveraging industry best practices and innovation.

The Contractor shall also provide product and delivery management, systems architecture design, user research/feedback, user experience strategy, interaction design, Accessibility analysis and mitigation of defects, integration support, and data analytics to build and continuously improve new and existing Veteran experience solutions.

## Publications

- November 12, 2024: Sources sought, due November 21, 2024 at 11:00 AM EST. Notice 1c4e904d25ea4f92a68537b453e839a2. https://sam.gov/workspace/contract/opp/1c4e904d25ea4f92a68537b453e839a2/view
- November 13, 2024: Sources sought, due November 21, 2024 at 11:00 AM EST. Notice 1a100ea67c3f4bf9b966af7c247d676b. https://sam.gov/workspace/contract/opp/1a100ea67c3f4bf9b966af7c247d676b/view
- November 21, 2024: Sources sought, due November 26, 2024 at 11:00 AM EST. Notice 86bfd84e47f2422aae2997d5bd23e627. https://sam.gov/workspace/contract/opp/86bfd84e47f2422aae2997d5bd23e627/view
- April 14, 2025: Sources sought, due June 14, 2025 at 11:00 AM EDT. Notice 59832dffb45a423aa22259f9d9267490. https://sam.gov/workspace/contract/opp/59832dffb45a423aa22259f9d9267490/view
- April 14, 2025: Sources sought, due June 14, 2025 at 11:00 AM EDT. Notice 8149752d56224743b0f8aaef8b4e9f45. https://sam.gov/workspace/contract/opp/8149752d56224743b0f8aaef8b4e9f45/view

## Points of contact

- Amber Quivers-Davis, amber.quivers-davis@va.gov, 8483775111
- Joseph Jones, joseph.jones.6@va.gov, 8483775109

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Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/36c10b25q0073.