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 Veterans Identification Card support;
Conducting quality control of responses;
Collecting, tracking, and reporting monthly inquiry metrics.
3.3 Data Quality Support
The contractor shall provide support for data quality and demographic record correction efforts. Activities may include, but are not limited to:
Reviewing and prioritizing bad address, phone, and email error files;
Conducting Veteran outreach by telephone or other approved methods;
Documenting outreach attempts and results;
Correcting Veteran records in applicable Government systems;
Categorizing and tracking error transaction codes;
Supporting data accuracy performance standards;
Documenting cases where Veterans are unreachable or decline to provide updated information.
3.4 Project Management, Reporting, and Compliance
The contractor shall provide project management and administrative oversight. Activities may include, but are not limited to:
Developing and maintaining a Project Management Plan;
Providing Monthly Status Reports;
Developing and executing a Transition-In Plan;
Developing and executing a Transition-Out Plan;
Maintaining a Business Continuity Plan;
Ensuring contractor personnel understand and comply with non-personal services requirements;
Supporting VA information security, privacy, and personally identifiable information handling requirements;
Ensuring no data is stored, maintained, accessed from, or transmitted outside the United States.
3.5 Limitations on Subcontracting
Any resulting contract will be subject to the limitations on subcontracting requirements applicable to service contracts set aside for small business concerns, in accordance with FAR 52.219-14 and 13 CFR 125.6. The awardee, as a certified SDVOSB prime contractor, will be required to incur at least 50 percent of the cost of contract performance for personnel with its own employees, or with the employees of other similarly certified SDVOSB concerns if performing as a joint venture. Respondents proposing a joint venture arrangement must confirm the joint venture is, or will be, certified as an SDVOSB joint venture in accordance with 13 CFR Part 128 prior to quote submission.
4.0 Anticipated Staffing
The anticipated staffing baseline is approximately 16 full-time equivalents, consisting of:
1 Project Manager / Supervisor, anticipated as Key Personnel;
7 Veterans Identification Card / Help Desk Processors;
8 Data Quality Specialists.
The Government anticipates that contractor personnel will require appropriate background investigations, anticipated at the Tier 1 / Low Risk / NACI level. Government-furnished equipment, such as encrypted laptops, may be provided.
5.0 Anticipated Performance Standards
The Government anticipates performance standards may include, but are not limited to:
Greater than 95 percent application processing performance;
100 percent Help Desk / AskVA response timeliness within three business days;
Greater than 98 percent data quality accuracy;
Timely and accurate monthly reporting;
Compliance with VA information security, privacy, and personally identifiable information requirements.
6.0 Requested Information
Interested certified SDVOSB concerns are requested to submit a capability statement that addresses the following:
Company name, address, website, Unique Entity ID, CAGE code, and point of contact information.
Confirmation that the company is a small business under NAICS code 561110.
Confirmation that the company is a certified Service-Disabled Veteran-Owned Small Business and is listed as active in the SBA certification database.
Confirmation of current SAM.gov registration status.
Whether the respondent is the incumbent contractor, or a subcontractor to the incumbent, for this or a substantially similar requirement, and if so, identification of the relevant contract number.
Description of experience performing services similar in scope and complexity to the anticipated requirement, including experience with:
Application processing or document review;
Customer contact center, help desk, or public inquiry response;
AskVA or similar case management / inquiry-routing support;
Data quality, data cleansing, or demographic data correction;
Work involving Veterans, beneficiaries, patients, or other members of the public;
Work involving personally identifiable information or federal system access.
Description of the vendor's ability to provide and manage an estimated 16-FTE team across multiple task areas.
Description of the vendor's experience meeting performance standards or service-level requirements similar to those described in this notice.
Description of the vendor's ability to recruit, retain, onboard, train, and replace personnel while maintaining continuity of operations.
Description of the vendor's ability to comply with VA information security, privacy, PII handling, and U.S.-based data access and storage requirements.
Identification of any contract vehicles that may be available to the Department of Veterans Affairs for this requirement, including GSA Federal Supply Schedule contracts or other Governmentwide Acquisition Contracts.
If proposing to perform as a joint venture, confirmation of SDVOSB joint venture certification status.
Any questions, comments, or recommendations that may help the Government refine the requirement, performance standards, staffing assumptions, or acquisition strategy.
7.0 Capability Statement Instructions
Responses shall be concise and shall not exceed 10 pages, excluding cover page and past performance summaries. Responses shall be submitted in Microsoft Word or PDF format, using the following formatting:
Page size: 8.5" x 11"
Font: 12-point, Times New Roman or equivalent
Line spacing: Single-spaced
Margins: 1 inch on all sides
At a minimum, capability statements should demonstrate that the respondent has the personnel, corporate experience, systems, management approach, and financial capability necessary to perform the anticipated requirement as a certified SDVOSB prime contractor.
Marketing brochures or generic capability statements are discouraged unless they specifically address the requirements and questions in this notice.
Responses submitted in response to this notice become the property of the Government and will not be returned. Respondents will not receive individual acknowledgment or evaluation feedback, as this is a market research notice and not a competitive source selection.
8.0 Past Performance Information
Respondents may provide up to three examples of recent and relevant contracts or task orders performed within the past five years. For each example, provide:
Contract or task order number;
Customer agency or organization;
Contract value;
Period of performance;
Brief description of services performed;
Relevance to this anticipated requirement;
Whether the respondent performed as prime contractor or subcontractor;
Point of contact, if available.
9.0 Submission Instructions
Responses shall be submitted electronically to:
Primary Contact: Derek Devine Contract Specialist Department of Veterans Affairs Email: Derek.Devine@va.gov
Courtesy Copy: Jacky Jean-Jacques Contracting Officer Department of Veterans Affairs Email: Jacky.Jean-Jacques@va.gov
Subject Line: Sources Sought Response SDVOSB Multi-Channel Technologies VIC Support [Company Name]
Responses are due no later than July 17, 2026, 2:00 PM Eastern Time.
10.0 Questions
Questions regarding this Sources Sought / Request for Information shall be submitted in writing to Derek Devine at Derek.Devine@va.gov no later than July 14, 2026, 2:00 PM Eastern Time. The Government may, at its discretion, post responses to questions of general applicability as an amendment to this notice on SAM.gov. Respondents are responsible for monitoring SAM.gov for any such amendments.
11.0 Disclaimer
This Sources Sought / Request for Information is for market research purposes only and is not a solicitation. No award will be made as a result of this notice. The Government is not requesting technical or cost proposals at this time. The Government will not reimburse respondents for any costs associated with responding to this notice.
The anticipated acquisition will be set aside 100% for certified Service-Disabled Veteran-Owned Small Businesses. Only certified SDVOSBs 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.
Submission of a response is voluntary and shall not be construed as a commitment by the Government to issue a solicitation or award a contract. The Government may use information received in response to this notice to refine the requirement and confirm the availability of capable certified SDVOSB sources.
Proprietary information should be clearly marked. The Government will protect properly marked proprietary information to the extent permitted by law.
12.0 Acronyms
Acronym
Definition
AskVA
VA's centralized inquiry and case management system for Veteran-submitted questions
FTE
Full-Time Equivalent
NACI
National Agency Check with Inquiries (background investigation tier)
PII
Personally Identifiable Information
SDVOSB
Service-Disabled Veteran-Owned Small Business
VIC
Veterans Identification Card
End of Sources Sought / Request for Information Notice
