FAIRFAX, Va.; Sept. 20, 2016 – ASM Research (ASM), an Accenture Federal Services Company, has been awarded a contract from the U.S. Department of Veterans Affairs (VA) to support the National Service Desk (NSD) – a key component of the Department’s MyVA strategy for improving VA employee experience across the enterprise. The contract has a nine-month, $36.5 million base period with three, one-year options. The contract value is capped at $286 million.
NSD provides front-line support for IT services, systems and operations for more than 350,000 VA employees.
Under the terms of the contract, ASM will:
- Operate around-the-clock, nationwide support services to enhance VA employee experience
- Implement self-service solutions to improve client experience and accelerate resolution times
- Use analytics and dashboards to drive enterprise service quality and management transparency
“We look forward to strengthening service desk support so VA employees can devote even more time to serving our veterans,” said Jim Traficant, president of ASM Research and a managing director at Accenture Federal Services. “It’s an honor to partner with the VA to help transform the VA employee experience. Together, we’re helping deliver the MyVA promise to our veterans.”
ASM also is working with the VA to support the Continuous Readiness in Information Security Program (CRISP) to reduce information security risks across VA programs and systems, as well as the enterprise Health Management Platform (eHMP), which is enabling the modernization of the VA’s clinical infrastructure, delivering DoD-VA interoperability, and modernizing the clinical user experience.