DA10--FY26 AQM Calabrio SW Support and Maintenance Recompete (VA-26-00011254)

Solicitation / RFP / RFQ

This document is an extension of a Request for Information (RFI) for FY26 AQM Calabrio SW Support and Maintenance Recompete (VA-26-00011254). The primary purpose is to notify interested parties of the extended response deadline.

Not applicable for this RFI extension notice.

Not applicable for this RFI extension notice.

04-03-2026 10:00 EASTERN TIME, NEW YORK, USA

Not specified in this notice.

• The original RFI has been extended.
• Contracting Office: Department of Veterans Affairs, Technology Acquisition Center, Eatontown NJ 07724.
• Solicitation Number: 36C10B26Q0292
• Product Service Code: DA10
• NAICS Code: 541519
• Points of Contact: Matthew Newell (Contracting Officer), Evan Lee (Contract Specialist).

Product Description (PD)

This Product Description (PD) outlines the Department of Veterans Affairs' (VA) requirement for continued subscription and maintenance of Calabrio software licenses. Calabrio is a Commercial Off-The-Shelf (COTS) software bundle used for Call Recording, Workforce Management, and Quality Management within the VA's Genesys CX3 Contact Centers. The primary goal is to maintain and support existing Calabrio licenses to ensure the VA Contact Center platform remains operational and secure.

• Software Maintenance and Support: Includes all new fixes, patches, corrections, releases, updates, versions, and upgrades for the Calabrio software.

• 24x7x365 Assistance: Support services via telephone, e-mail, and website.

• Specific Support Components: License to use, Software Upgrades, Software Updates.

• Quantity: Maintenance/Support for Workforce Management (3500 units) and Maintenance/Support for Quality Management (4000 units) for the Base Year, with similar quantities for Call Recording Pack in Option Year 1.

• Compliance: Adherence to VA OIT Technical Reference Model (VA TRM), Zero Trust – VA Critical Security Controls, IPv6-Only requirements, Trusted Internet Connection (TIC) requirements, and Section 508 accessibility standards for Information and Communication Technology (ICT).

• Artificial Intelligence (AI) Requirements: If AI is part of the solution, compliance with E.O. 13960 and 14319, OMB Memorandums, and VA Directive 6500 is mandatory. Specific documentation, monitoring, reporting, and AI model update disclosures are required. No web-based, publicly available generative AI services are approved for use with VA-sensitive data.

• Security & Privacy: Contractor personnel require background investigations (Tier 1 / Low Risk indicated). Adherence to VA Information and Information System Security/Privacy Language is mandatory.

• Contract Type: Not explicitly stated, but implies a firm-fixed-price contract for software licenses, maintenance, and support.

• Period of Performance: Includes a Base Year and Option Year 1.

• Proposal/Quote Submission: Offerors must include all costs associated with software licenses and maintenance in their firm-fixed price. Specific certifications for AI and Sustainable Products may be required.

• Deliverables: Contractor Staff Roster, AI System/LLM Development and Operation Documentation Package, Compliance Monitoring and Reporting Plan, Corrective Action Plan, AI Model/LLM Change Disclosure, Statement of Attestation.

• Not specified in this document.

• This document serves as a Product Description (PD) in place of a PWS for hardware/software acquisitions.

• Specific clauses regarding Sustainable Products, AI, Gray Market Goods, and Security Requirements are referenced and must be adhered to.

Request for Information (RFI)

This document is a Request for Information (RFI) for planning purposes only, related to the FY26 AQM Calabrio SW Support and Maintenance Recompete (VA-26-00011254). It is not an Invitation for Bid, Request for Task Execution Plan, Request for Quotation, or Request for Proposal. The government is not obligated to acquire any products or services described herein, and responses will be used solely for government consideration without entitlement to payment.

• Solicitation Number: 36C10B26Q0292
• Response Date/Time: April 1, 2026, 10:00 AM Eastern Time, New York, USA
• NAICS Code: 541519
• Product Service Code: DA10
• Contracting Office: Department of Veterans Affairs, Technology Acquisition Center, Eatontown, NJ
• Points of Contact: Matthew Newell (Contracting Officer), Evan Lee (Contract Specialist)

Bidders are requested to review the attached Product Description (P01 PD Calabrio MAY_16_2025_REV2_MAR_18_2026 03232026).

Additionally, bidders must confirm their ability to comply with FAR clause 852.219-77 VA Notice of Limitations on Subcontracting—Certificate of Compliance for Services and Construction. This includes certifying compliance with subcontracting limitations if the opportunity were issued as a set-aside. The specific limitation (50% for services) is detailed, and a completed, signed certification is required with the response.

• This RFI does not constitute a solicitation or authority to enter negotiations.
• Responses will be treated as information only.
• Failure to provide the required certification may render offers ineligible for evaluation and award.