R408--VIC Application and Data Quality Support Follow On (VA-26-00071851)

SOURCES SOUGHT / REQUEST FOR INFORMATION Department of Veterans Affairs Enterprise Procurement Office Title: Sources Sought / Request for Information Multi-Channel Technologies Veterans Identification Card Application Processing, Help Desk / AskVA Support, and Data Quality Support Notice Type: Sources Sought / Request for Information PSC: R408 Support Professional: Program Management / Support NAICS Code: 561110 Office Administrative Services Size Standard: $12.5 Million Anticipated Contract Type: Firm-Fixed-Price Anticipated Period of Performance: One 12-month base period, one 30-calendar-day transition-in period, and three 12-month option periods Anticipated Place of Performance: Primarily virtual or at the contractor's facility, within the United States Set-Aside: 100% Service-Disabled Veteran-Owned Small Business SDVOSB Eligibility: Only certified Service-Disabled Veteran-Owned Small Businesses listed as active in the SBA certification database at the time of quote submission and at the time of award will be eligible for award. The NAICS code and size standard identified above reflect the Government's current market research determination and are subject to change at the time a solicitation, if any, is issued. Any interested party that disagrees with the NAICS code designation may submit a NAICS code appeal in accordance with 13 CFR 121.1103 once a solicitation is issued. 1.0 Purpose The Department of Veterans Affairs, Enterprise Procurement Office, is conducting market research to identify qualified and capable certified Service-Disabled Veteran-Owned Small Businesses that can provide support services for Veterans Identification Card application processing, Help Desk / AskVA support, data quality support, and project management services. This anticipated acquisition will be set aside 100% for certified Service-Disabled Veteran-Owned Small Businesses pursuant to the VA Veterans First Contracting Program. To be eligible for award, an offeror must be certified and listed as active in the SBA certification database at the time of quote submission and at the time of award. This Sources Sought / Request for Information is issued solely for information and planning purposes. It does not constitute a solicitation, Request for Quotation, Request for Proposal, or promise to issue a solicitation in the future. This notice does not commit the Government to contract for any supply or service. Respondents are advised that the Government will not pay for any information or administrative costs incurred in response to this notice. Information received in response to this notice may be used by the Government for acquisition planning purposes, including refining the requirement, confirming the availability of capable certified SDVOSB concerns, and supporting the acquisition strategy for a 100% SDVOSB set-aside. A respondent's failure to submit a response to this notice will not preclude that entity's participation in any future solicitation, if one is issued. 2.0 Background The Department of Veterans Affairs requires contractor support for Multi-Channel Technologies Veterans Identification Card operations. The anticipated requirement includes administrative, customer support, application processing, and data quality functions involving Veteran-facing records and personally identifiable information. The anticipated requirement includes three mandatory task areas: Veterans Identification Card application processing Help Desk and AskVA support Data quality support The anticipated requirement also includes project management, monthly reporting, transition-in, transition-out, business continuity, and compliance with VA information security and privacy requirements. 3.0 Scope of Work The contractor shall provide all personnel, management, supervision, and support necessary to perform the following anticipated services. 3.1 Veterans Identification Card Application Processing The contractor shall support daily Veterans Identification Card application queue management and processing. Activities may include, but are not limited to: Reviewing and processing Veterans Identification Card applications; Validating applicant information and submitted data; Performing image correction procedures; Identifying and resolving duplicate records in accordance with Government-furnished procedures; Maintaining logs and centralized records; Managing workload during system outages; Supporting timely application processing in accordance with applicable performance standards; Addressing backlog situations when application volume exceeds historical baselines. 3.2 Help Desk and AskVA Support The contractor shall provide customer inquiry support related to Veterans Identification Card matters. Activities may include, but are not limited to: Managing daily Help Desk and AskVA inquiry queues; Responding to inquiries within required response timeframes; Routing and re-routing AskVA inquiries, as appropriate; Escalating inquiries outside the scope of Vete