Description
The VA is seeking market input on a forthcoming Firm‑Fixed‑Price contract to provide Tier 2 help‑desk support and deployment services for the Compensation & Pension (C&P) product line. The effort will be performed primarily from contractor facilities across the United States, with occasional travel to VA sites. The work includes transition‑in, ongoing release planning and management, Tier 2/3/4 ticket resolution via ServiceNow, and optional supplemental support or transition‑out activities. The contract period can extend up to 38 months (12‑month base plus two 12‑month options).
• Provide bi‑weekly project management reports, weekly transition status (first 60 days), and numerous release‑related deliverables (plans, graphics, schedules, post‑validation reports).
• Operate a Tier 2 help‑desk with stringent SLA response/resolution times (e.g., 0‑15 min response, 0‑2 h resolution for critical tickets).
• Meet extensive VA security, privacy, Zero‑Trust, FICAM, IPv6‑Only, TIC 3.0, Section 508, and AI‑trust compliance requirements; all personnel must hold PIV cards and undergo mandatory training.
• Optional tasks: up‑to 21 000 additional tickets (84 increments) and a 60‑day transition‑out effort if invoked.
• No budget ceiling disclosed; pricing will be firm‑fixed‑price and will be defined in the eventual solicitation award.