Veterans Relationship Management IT Support Services Contract (VRM ITSS)

The VRM program is designed to satisfy several key challenges that veterans service members, and their dependents experience when seeking information and services from the Department of Veterans Affairs (VA). The VRM Program will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner to enhance veterans, their families, and their agents' self-service experience through a multi-channel customer relationship management approach. The goal of the VRM Program is to improve the speed, accuracy, and efficiency in which information is exchanged between veterans and VA, regardless of the communications method (phone, web, email, and social media).

The primary focus of this vehicle is to find technical solutions for all work streams at all phases of the program lifecycle and reduce risk and increase the chances of success for the work streams via a phased implementation approach using agile development. Although the work streams all have interdependencies and will be integrated and aligned with overall program objectives, the acquisitions for each work stream will be separate activities. This allows each work stream to pursue the acquisition approach that is most suitable for that particular work stream's implementation and minimizes the deployment risks to end-users by not implementing with a "big bang" approach. This approach also separates the program into more manageable pieces from a technical and contractual perspective.