VA to award contract for delivery of web-based training materials and modules for VA call center personnel

Solicitation: 36C10X20C0015

This activity proposes to negotiate a non-competitive award (sole-source) with TechWerks, LLC, a Service-Disabled Veteran-Owned Small Business (SDVOSB), for the procurement of the delivery of web-based training (WBT) modules and other training aids, and as well as facilitate instructor led training (ILT) in a virtual or on-site capacity.

These deliverables are developed as a collaborative effort between the Multi-Channel (MCT) team; the developer of Customer Relationship Management (CRM) and Knowledge Management (KM) functionality; Operations and Maintenance; and the hosting vendor. The estimated value for this acquisition is $2,332,637.00 and the period of performance is 10 months

This effort is for continued development and delivery of web-based training materials and modules for VA call center personnel. The proposed follow-on contract would allow the current vendor, TechWerks, to continue providing full support of the training activities to include: a continuation of the development of CRM and KM curriculum for WBT and learning assessments; CRM and KM training support materials such as exercises, job-aides and “tips and tricks” guides; CRM and KM simulations and WBT modules for standalone use; leading and participating in virtual or in-person training sessions; and development and participation in Sprint Reviews and super user workshops. Sprint Reviews are conducted every three weeks to demonstrate recently developed system functionality and super user workshops are conducted as working sessions for a specific piece of system functionality to align the needs of business experts with their business lines.

TechWerks performed the im support in the previous order and is familiar with the tasks for this effort. VEO requires TechWerks to continue the current support in order to meet the next milestone scheduled next month and then to continue with implementation.

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