DA10--Social Listening Software as a Service (SaaS) (VA-26-00060732)

Product Description (PD) / Solicitation Attachment

This document outlines the requirements for a Social Listening Software-as-a-Service (SaaS) / Customer Experience Management Tool for the Department of Veterans Affairs (VA). The goal is to enhance visibility into Veteran sentiment and emerging issues on social channels to proactively identify service gaps or potential crises. The tool will aggregate publicly available data from various platforms to identify trends, sentiment spikes, and urgent concerns, integrating with internal data sources for a comprehensive understanding of the Veteran experience.

• Core Functionality: Natural language processing for topic classification, theme extraction, narrative summarization, and sentiment analysis. Workflow design for triage, assignment, escalation, and status tracking. AI-driven anomaly detection for crisis identification.

• SaaS Requirements: Must be a fully managed SaaS solution, accessible via web browsers, with no on-premise installation required by the VA. Vendor hosts and manages the cloud infrastructure.

• Security & Compliance: Must meet FedRAMP Low impact level (with ability to move to Moderate/High), FIPS 140-2, NIST 800-53, HIPAA, Section 508 accessibility, and VA Critical Security Controls. Single Sign-On (SSO) integration with VA credentials is required.

• AI Capabilities: Enterprise-grade AI/ML (NLP, sentiment analysis, topic detection), minimum 90% accuracy in multilingual sentiment analysis, support for social media language nuances, Generative AI for insight summarization and workflow recommendations, AI-powered early warning/crisis detection, and predictive analytics.

• Social Listening: Capability to monitor at least 30 social/messaging/review channels with official partnerships and firehose API access for at least 14 major partners. Coverage of 400,000 media sources and one billion websites. Includes visual/multimodal AI listening.

• Data Management: Open APIs for bi-directional integration, support for at least 70 native integrations with CRM/CDP/etc. tools, multiple data export formats, and compliance with VA Records Control Schedule (RCS) 10-1.

• Reporting & Dashboards: Robust, configurable reporting and dashboard capabilities without vendor professional services. Support for unlimited custom attributes and dimensions, and multiple data visualization formats meeting Section 508 compliance.

• Workflow & Case Management: Configurable automated workflows, a Closed Loop Management (CLM) module for case-level visibility, and multi-tier approval workflows.

• Multilingual Support: Native support for English and at least 100 additional languages, with automated translation of non-English feedback.

• Generative AI Specifics: Strict requirements for trustworthy, secure, and responsible AI, prohibiting use of public AI services with VA-sensitive data. Requires detailed documentation on AI development, operation, and compliance with unbiased AI principles.

• The effort includes a 12-month base period with four (4) 12-month option periods.

• Five (5) optional tasks are available in the base year and five (5) in each option year.

• Essentials – Enterprise Users

• Enterprise Social Listening - 25M Mentions

• Location Insights

• Customer Success Support Package (SILVER)

• Active Data Retention (SILVER, GOLD, PLATINUM)

• Sandbox (SILVER)

• Social Listening Mentions Package (1M or 5M)

• Compliance with Section 508 of the Rehabilitation Act of 1973 is mandatory for all Information and Communication Technology (ICT).

• The document specifies "Sprinklr or Brand Name Equal (BNE)" for the SaaS tool.

• Extensive security and privacy requirements are detailed, including FedRAMP, Zero Trust, SSN reduction, IPv6 support, and Trusted Internet Connection (TIC) compliance.

• Specific requirements for Generative AI development, operation, and documentation are outlined, emphasizing trustworthiness and unbiased principles.

Request for Information (RFI)

This RFI is for planning purposes only and does not constitute an Invitation for Bid, Request for Task Execution Plan, Request for Quotation, or Request for Proposal. The Department of Veterans Affairs (VA) Technology Acquisition Center is seeking information regarding Social Listening Software as a Service (SaaS) to aid in developing its acquisition strategy and Performance Work Statement (PWS). There is no obligation for the Government to acquire any products or services described, and no payment will be made for submitted information.

Respondents are asked to provide detailed information on their capabilities, including:

• Company Information: Name, address, POC, phone, fax, email, business size/status, DUNS, UEI, NAICS codes, socioeconomic data, and for VOSB/SDVOSBs, proof of VIP verification.

• Product/Service Details: Whether the offering is SaaS or PaaS, hosting location, on-demand self-service capabilities, provisioning automation, user access methods (web browser, mobile app), horizontal scalability, and resource pooling.

• Technical Capabilities: Metrics and event log capture for utilization and resource usage, Agency ATO status (and sponsoring agency), FedRAMP authorization details (service model, deployment model, Package ID).

• Use Case Specifics: Value of a sandbox environment and impact of active data retention selection, including feasibility of increasing retention levels in future years.

• Small Business Considerations: For small businesses, information on intent and ability to meet set-aside requirements (VAAR 852.219-10 and 13 CFR §125.6), including available resources and subcontracting plans.

• Draft PWS Feedback: Whether the draft PWS provides sufficient detail for technical requirements and production support, with recommendations for improvement if not.

• Deadline: June 11, 2026, 13:00 pm Eastern Time, New York, USA.

• Format: Submit via ATOMS.

• Page Limit: 10 pages maximum. No marketing materials allowed.

• Content: Initial paragraph must include company contact information. Subsequent sections should address capability summaries and specific questions.

• Proprietary Information: Mark responses as "Proprietary Information" if applicable.

• Email Submission: Responses can be emailed to Sean Doyle (Sean.Doyle@va.gov) and Evan Schlisserman (Evan.Schlisserman@va.gov) with "RFI VA-26-00060732 Social Listening (SaaS)" in the subject line. Email file size limit is 5 MB.

• Solicitation Number: 36C10B26Q0507

• NAICS Code: 541519

• Product Service Code: DA10

• Contracting Office: Department of Veterans Affairs, Technology Acquisition Center, Eatontown, NJ 07724.

• Point of Contact: Sean Doyle, Contract Specialist (sean.doyle@va.gov).

Set-aside decisions may be made based on RFI responses. Interested parties are responsible for marking sensitive information.