VA RFI: Enterprise Service Desk (ESD) Multi-Vendor Award – Tier 1 Support

Notice ID: 36C10B22Q0099

“The Department of Veterans Affairs (VA or “Government”) is committed to creating an interactive experience for its technology users that is easy, pleasant, effective, and personalized.  As part of this commitment, the VA is seeking to improve its efficiency and effectiveness of interactions by maintaining Tier-0 (Self-Service Services) and Tier-1 (Enterprise Service Desk (ESD) Services) via a Multi-Vendor Service Provider (MVSP) approach, inclusive of two Tier-1 prime vendors as well as a Contract Center Infrastructure (CCI) vendor from a separate contract.”

“The purpose of this PWS is to establish a Task Order (TO) that enhances service delivery, reduces cost, increases business focus, and improves the quality of Information Technology (IT) Services to End Users.”

“The following are key business objectives the VA expects to maintain and enhance the end user experience through vendors partnering via an MVSP environment:

  • Improve VA End User efficiency and effectiveness by adopting and leveraging existing knowledge databases within VA’s IT Service Management (ITSM) tool and leading IT service management practices in the areas of customer logging, tracking, reporting, and resolving of IT Tickets and service Requests.
  • Improve efficiency and effectiveness by, early identification and Problem Resolution of Root Causes of technical issues including working with specialized Resolver Groups, such as VA staff and designated third parties, before they become trends.
  • Improve IT customer service and Ticket Resolution speed through continuous Service Availability (24x7x365), self-service capabilities, and skilled personnel in the areas of industry standard IT products and services.”

“Each Contractor shall collaborate in an environment where Incidents and Requests for all applications and related infrastructure services related to End User Tier-0 and Tier-1 Services, are received, monitored, tracked, and successfully resolved.  IT service management practices used to support the delivery of Services shall be based on Information Technology Infrastructure Library (ITIL) best practices and any subsequent version of ITIL adopted in the IT industry and approved for use by VA.  This ITIL based framework is a product of VA Office of Information and Technology’s (OIT) collaboration with business partners and industry and is being adopted to identify areas of improvement within the VA’s current organizational landscape…”

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