VA’s OIT Enterprise Command Operations is conducting market research for a future Enterprise Service Desk (ESD) and Contact Center Infrastructure (CCI) acquisition, considering whether to integrate Tier 1 agent services and CCI platform management under a single delivery model while preserving independent billing/outcome oversight where needed. The current environment handles roughly 125,000–150,000 contacts per month, supports about 600,000 end users and 900 applications, and uses NICE CXOne for CCI and Medallia for automated QA, with ServiceNow as the enterprise ITSM. VA seeks industry input on integrated vs. separate delivery, transition from the current two-prime MVSP model, retaining or replacing NICE CXOne/Medallia (including a Genesys comparison), ITSM dependencies, outcome-based or gainshare pricing, independent validation, demand elimination/automation, security/privacy/AI governance, OCI, Section 508, and missing considerations. Respondents are asked to provide a five-year ROM, including platform cost assumptions for retaining NICE CXOne versus transitioning to Genesys and differences between integrated and separate delivery. Responses will inform the future Performance Work Statement and acquisition strategy, and the RFI is for planning only and does not commit VA to any acquisition approach.