VA requires Contractor support to provide Tier 2 Help Desk services and an additional level of support for Help Desk for the routing process to and from other VA Help Desks 2 and 3 Help Desk support.
The anticipated call volume is now expected to increase from the PWS estimate of 5,000 to 18,000 tickets per year which is required to provide support for internal and external requirements. The current performance of the original help desk support is being performed under the existing order T4NG task VA118-16-D-1001 order VA11817F10010004 titled, Community Care Referrals and Authorization (CCR&A) Software as a Service (SaaS) and Integration Development.
Additionally, scope for the retrieval of community provider information from VA and formatting to the proprietary data schema of HealthShare Referral Manager (HSRM), and Provider Profile Management System. The scope of work also included analysis and verification of the community healthcare provider information before the data is loaded into these proprietary software systems and functionality is validated. A solution to the data analysis, verification, and validation or records, cannot impeded the scheduled milestones of the CCR&A project and comply with the HealthShare Referral Manager system hosted by VA.
