VA Loan Servicing

This is a REQUEST FOR INFORMATION only. Pursuant to FAR Part 10.002(b)(2)(ix) (Market Research), the purpose of this notice is to:

1. Determine the commercial practices of companies engaged in providing the needed service;

2. Determine feasibility of use of General Services Administration (GSA) Federal Supply Schedule (FSS) Pursuant to FAR Part 8, FAR Part 12 and/or FAR Part 15;

3. Determine availability of Service Disabled Veteran Owned Small Business (SDVOSB) and VOSB set aside pursuant to FAR Part 19; and

This notice in no way obligates the Government to any further action.

The Veterans Benefits Administration (VBA) is looking for Loan Servicing (LS).

Requirement:

This notice is issued by the Department of Veterans Affairs (VA), Strategic Acquisition Center, Frederick, MD (SAC-F), to identify sources capable of providing the services described in the attached DRAFT Performance Work Statement (PWS).

Submission of Information:

All responses must be submitted to Roxana.Cepeda@va.gov, Won.Chae@va.gov, and Shawn.Johnson6@va.gov by 12:00PM EST, on or before Thursday March 5, 2026 with a Subject line of VA Loan Servicing RFI Response. Responders will receive an electronic confirmation acknowledging receipt of a response, but will not receive individualized feedback on any questions. If your company has the potential capability to perform these contract services, please respond to this Request for Information by providing a capability statement. The number of pages is limited to a total of 20 pages; size shall be no greater than 8 1/2" x 11". The top, bottom, left and right margins shall be a minimum of one inch each. Font size shall be no smaller than 12-point. Times New Roman fonts are required. Samples in item 12 below are exempt from page and font requirements and size limitations. The capabilities statement must include the following information:

1. Provide a brief corporate profile of your company. Information in this profile should include:  Organization name; DUNS number; Organization's website; Contact Name; Contact Telephone; Contact E-mail address.
2. Business Size (Large, Small, SDVOSB/VOSB, etc.) NAICS code is 531311, if believed a better NAICS code is suitable please indicate which one and why.  
3. GSA Schedule/Contract Number.
4. What Loan Servicing system do you currently use?
5. Is it proprietary? Web based or Cloud based.
6. Do you do collections internally, or outsource them to a third party?
7. Are your Loan Servicing operations all on shore in the US, or do you offshore some LS functions?
8. Do you have the capability to partition our LS portfolio to be all onshore?
9. Does your LS system allow for custom reports to be created?
10. Does your LS system have Dashboard capabilities?
11.  Are you willing to provide system access to designated VA employees for oversight reviews and quality assurance?
12. Do you have skip trace capabilities? If so, are skip traces performed in house or by a third party?
13. Are you licensed in all 50 states and US territories to originate loans?
14. Do you have a relationship with a National Title provider so you can check VA PC recordation?
15. Are your IT functions handled in house, or do you outsource them?
16. Describe governance in terms of contractor oversight and management necessary to ensure quality of deliverables and contract performance expectations.
17. Describe how you address quality management and continuous process improvement. 
18. Describe what factors would affect your pricing model based on the in-scope services for this initiative.
19. Describe what specific additional information about scope requirements are required to provide an informed and competitive solution.                                                                                                
20. Are the objectives clearly defined?  Do you understand what the VA requires?  If not, what information needs to be added, changed and/or reworded? List any questions and concerns you have regarding this notice and the draft documents
21. How would the system/platform/service propose to transfer and exchange data between service provider and the VA
22. Describe your experience with integrating systems with government products or legacy systems (e.g. financial accounting systems).
23. Describe Service Level Agreements (SLA) and quality reporting managed and conducted on previous contracts.
24. Describe skills and qualifications of key personnel necessary for meeting the VAs objectives included in the PWS. (i.e., Underwriter, Credit Analyst, Escrow Staff, Loan Servicing Manager
25. What percentage of the technical capabilities and expertise are resident in the contractor's organization?  What percentage of technical   capabilities and expertise would require the aid of a subcontractor? 
26. Describe how you ensure security and privacy including compliance with applicable regulatory and security frameworks.
27. Detail your experience with development of systems/solutions that are 508 compliant and integrate seamlessly with multiple assistive technologies.
28. If VA needs to make changes or development to the system used, is there a total hours cap for development and what is the release schedule for changes to said system?
29. Has your company currently or in the recent past provided a similar solution and service for VA Loan Servicing, to include, but not limited to: 
    1. Automation – Reduction of time-intensive manual processes
    2. Case management – End to end case and plan, creation, implementation, and management
    3. Financial Processing – Determination and calculation of payment amount based on rules engine; Interface with financial accounting system to submit payment information and submit and receive financial institution information
    4. Integration – Integrate with ~30 existing VBA systems and services that provide either data or functional requirements
    5. Quality Assurance – Implementation of error handling, quality management, and audit functions with federal regulatory requirements.
    6. If so, please provide details on the nature of the services and/or solution provided including, at a minimum, length of time; the name(s) of the organization(s); specific contractor citation and your role (prime vs/ sub).  If the role was a sub-contractor, please provide your area(s) of responsibility on the contract.
30. Does adding a sizable loan portfolio present any staffing issues to your company?”
31. Does your Loan servicing system store custodial documents with indexing capability to     simplify searches, or is this function housed in a different system?

If there are questions, suggestions, and/or improvements please submit, and they may be utilized in solicitation.

Disclaimer:

This Request for Information is for market research purposes only and does not constitute a Request for Quotation. It is not considered to be a commitment by the Government to award a contract nor will the Government pay for any information provided. No basis for a claim against the Government shall arise from a response to this Request for Information or Government use of any information provided. Failure to submit information in sufficient detail may result in considering a company as not a viable source and may influence competition and set-aside decisions. Regardless of the information obtained from this Request for Information, the Government reserves the right to consider any arrangement as deemed appropriate for this requirement. Respondents are advised, the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. No proprietary, classified, confidential, or sensitive information should be included in your response to this Request for Information.