Description
The Department of Veterans Affairs (VA) is seeking information from potential vendors to improve the efficiency and effectiveness of its Enterprise Service Desk (ESD) Tier One Support services. The VA aims to create a multi-vendor service provider environment, where disparate contractors provide complementary services, including contact center infrastructure and Tier 1 agent services. The selected vendor will be responsible for handling Tier 0/Tier 1 ITSM Incident and Service Requests, providing technical, logistical, and programmatic services to fulfill the requirements outlined in the Performance Work Statement (PWS). The vendor will also be required to utilize the VA's selected ITSM tool, currently ServiceNow, and provide services in accordance with ITIL best practices. Key areas of focus include improving VA End User efficiency and effectiveness, reducing costs, increasing business focus, and improving the quality of Information Technology (IT) Services.
Some key points to consider:
* The VA is looking for a vendor that can provide a comprehensive Managed Services solution to support its requirements for ESD Tier One Support.
* The vendor will be required to handle a large volume of contacts, including approximately 190,000 calls per month, 4,000 chats per month, and 40,000 self-service tickets per month.
* The vendor will need to provide services 24/7/365, with a high level of availability and reliability.
* The vendor will be required to utilize the VA's selected ITSM tool, currently ServiceNow, and provide services in accordance with ITIL best practices.
* The vendor will need to provide a detailed proposal outlining their approach, including their technical capability, management approach, and pricing structure.