VA Contact Center Experience Modernization (VCCEM)

The purpose is to provide Product Development support for critical and non-critical applications and products in the Department of Veterans Affairs (VA) VRM Product Line. Support includes software development (Dev), product security management (Sec), and information-technology operations (Ops) and maintenance services. The VA follows a DevSecOps software engineering methodology. DevSecOps is a culture-based software engineering approach that aims at unifying software development, security, and software operation, and mandates collaboration between the business and the IT organizations that develop, deliver, and manage applications for that business. The new culture will enable project teams to utilize self-service and have more autonomy with the approach used to meet customer needs.

Scaled Agile Framework (SAFe) is a proven approach that will allow VA to deliver solutions to customers faster and more efficiently using Lean, Agile and DevOps principles, practices and processes. DevOps will improve the experience of OI&T customers, enable OI&T to deploy new systems and update existing systems more quickly and frequently, and will lower costs by leveraging industry best practices and innovation. The Contractor shall also provide product and delivery management, systems architecture design, user research/feedback, user experience strategy, interaction design, Accessibility analysis and mitigation of defects, integration support, and data analytics to build and continuously improve new and existing Veteran experience solutions.