DA10--eGain SW Maintenance Enterprise Knowledge (VA-26-00029908)(Sources Sought)

Key Dates

Due Date

Posted Date

Agency & Value

Agency

TECHNOLOGY ACQUISITION CENTER NJ (36C10B)

Contract Value

Not provided

Codes & Classification

Solicitation Number

36C10B26Q0258

NAICS

541519 - Other Computer Related Services

Classification Code

DA10

Additional Details

Set Aside

None

Place of Performance

—

SourceSAM

Documents3

The Department of Veterans Affairs (VA), through its Technology Acquisition Center in New Jersey, has issued a Sources Sought Notice (Procurement Identifier: 36C10B26Q0258) to identify qualified vendors capable of providing annual software maintenance and support for a single, perpetual license of the brand name eGain Enterprise Knowledge Management (KM) software. This notice is intended solely for market research purposes and does not constitute a solicitation or a commitment by the Government to procure any products or services at this time. **Purpose and Scope** The primary objective of this procurement activity is to ensure the continued operational effectiveness and support of the VA Office of Information and Technology (OI&T), Veteran Relationship Management (VRM) program’s existing eGain Enterprise KM software. The VA’s perpetual license encompasses unlimited agent licenses for eGain Knowledge Agents, unlimited sessions for external portal access via eGain Web Self Service, and unrestricted use of Application Program Interfaces (APIs) for customer chat deflection and the Inquiry Routing and Information System Widgets. The license also includes mobile application support for both iOS and Android platforms, as well as integration with the Virtual Interaction Management Digital Channel Analytic Package. The intended outcome is to secure comprehensive, brand name maintenance and technical support services that will sustain the VA’s knowledge management capabilities, ensuring seamless access, reliability, and up-to-date functionality for both internal agents and external users. **Key Requirements and Expected Deliverables** Vendors must demonstrate the capability to provide brand name eGain software maintenance and technical support for the VA’s existing perpetual Enterprise KM license. This includes, but is not limited to: - Annual maintenance and technical support for the eGain Enterprise KM software - Support for unlimited agent and portal sessions, as specified in the current license - Maintenance of APIs and integration points for customer chat and inquiry routing - Ongoing support for mobile applications (iOS and Android) - Technical assistance and troubleshooting as required to maintain system performance and availability Interested vendors are requested to submit a clear, concise, and complete capability package (maximum seven pages) that addresses their ability to meet these requirements. Submissions must include company information, relevant NAICS codes (with rationale if proposing alternatives), business size and socioeconomic status, existing contractual vehicles, and a summary of technical capabilities. For Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) and Veteran-Owned Small Businesses (VOSBs), confirmation of SBA certification and intent to meet set-aside requirements is required. Vendors are also asked to provide commercially available list pricing or a rough order of magnitude for the required services, including recommended quantities and unit pricing, as well as any additional anticipated costs. **Contracting Entity and Classification Details** - Contracting Entity: Technology Acquisition Center NJ (36C10B), Department of Veterans Affairs - Location: New Jersey - NAICS Code: 541519 (Other Computer Related Services), 2022 version; small business size standard is $34 million or 150 employees for Value Added Resellers - Product Service Code: DA10 - Opportunity ID: f5525d286c7345b3b7cab5d88296578f - Notice URL: [https://sam.gov/opp/f5525d286c7345b3b7cab5d88296578f/view](https://sam.gov/opp/f5525d286c7345b3b7cab5d88296578f) **Procurement Type and Special Considerations** This is a Sources Sought Notice, not a solicitation. The Government is seeking information to inform its acquisition strategy and may use responses to determine set-aside decisions, including potential SDVOSB or VOSB set-asides in accordance with VA Acquisition Regulation (VAAR) 852.219-73 or 852.219-74. All responses are voluntary and will become Government property. No marketing materials or generic capability statements will be reviewed. **Submission Instructions and Contact Information** Questions regarding this notice must be submitted electronically via email to Joshua Lemonds ([email protected]) and Diana Armesto ([email protected]) no later than 10:00 a.m. Eastern Time on April 10, 2026. Final responses are due by 11:00 a.m. Eastern Time on April 14, 2026, and must be submitted via email to the same contacts, with “36C10B26Q0258 eGain” in the subject line. Only electronic submissions will be considered. **Constant Elements Over Contract Lifecycle** The requirement for brand name eGain software maintenance and support for the VA’s perpetual Enterprise KM license, the scope of unlimited agent and portal access, and the need for technical support and integration maintenance will remain constant throughout the contract lifecycle. The procurement will continue to be managed by the VA’s Technology Acquisition Center, with oversight from the OI&T VRM program. **Primary Contacts** - Joshua Lemonds, Contract Specialist - Email: [email protected] - Phone: 512-981-4416 - Diana Armesto, Contracting Officer - Email: [email protected] Contractors with relevant experience and capabilities are encouraged to review the attached draft Product Description and respond in accordance with the instructions provided. This is an opportunity to inform the VA’s acquisition approach for a critical knowledge management support requirement.