Email Marketing Delivery Service and Software Maintenance

The Department of Veterans Affairs (VA) currently operates at scale, with 54 active accounts managing over 3,000 topics and sending more than 2.5 billion emails in Fiscal Year 2024 to a unique subscriber base exceeding 28 million individuals. VA Office of Public Affairs, requires an enterprise-level cloud-based digital communications commercial off the shelf platform. The selected Software-as-a-Service (SaaS) platform shall include licensing, cloud hosting, software maintenance, and professional support services.

The platform shall be hosted in a FedRAMP Moderate environment at a minimum and provide secure, authenticated communication capabilities with the public—particularly Veterans—without backend system integration. The system shall support customized communication campaigns, subscriber management, multi-channel messaging (email, SMS), and detailed analytics.

The platform must also integrate with VA internal data systems, including contact relationship management (CRM) platforms, to support unified data access, enhance campaign targeting, and enable seamless workflow across VA business lines. Users shall be able to create profiles and subscribe to topics across VA websites using customizable sign-up tools. The platform shall integrate with third-party services for authentication and data analytics. The period of performance for this effort shall be a 12-month base period plus four 12-month option periods and optional tasks.