19GE5026R0007-0001.pdf

Document Number: 19GE5026R0007 DRAFT Page 1 of 8

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE RATING

2. AMENDMENT/MODIFICATION NUMBER

3. EFFECTIVE DATE

12/30/2025

4. REQUISITION/PURCHASE REQ. NUMBER 5. PROJECT NUMBER (If applicable)

FRANKCODE

AMERICAN CONSULATE GENERAL FRANKFURT

GIESSENER STRASSE 30

ATTN: RPSO

60435, FRANKFURT DE

Patticha Gruenbeck

NAME

TEL.

GruenbeckP@state.gov

EMAIL

6. ISSUED BY GAAMCODE

RPSO Frankfurt GA/AM/DMS/FAC RPSO Frankfurt Bureau of Global Acquisitions Frankfurt

DE

7. ADMINISTERED BY (If other than Item 6)

9A. AMENDMENT OF SOLICITATION NUMBER

19GE5026R0007

CODE FACILITY CODE

8. NAME AND ADDRESS OF CONTRACTOR (Number, street, country, state and ZIP Code) (X)

X 9B. DATED (SEE ITEM 11)

12/05/2025

10A. MODIFICATION OF CONTRACT/ORDER

NUMBER

10B. DATED (SEE ITEM 11)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X XThe above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of Offers is extended, is not extended, Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods: (a) By completing items 8 and 15, and returning ____copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS.IT MODIFIES THE CONTRACT/ORDER NUMBER AS DESCRIBED IN ITEM 14.

CHECK ONE

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

ORDER NUMBER IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return _______ copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

This solicitation is hereby amended to incorporate the following changes:

1. Incorporate Questions and Answers No. 1 through 33;

2. Include Section C.1.6, Call Recording, Data Protection, and Privacy, to the Statement of Work. See Attachment 1, Schedule and Contract Clauses (0001);

3. Include the clause at FAR 52.224-3, Privacy Training, as incorporated by reference in FAR 52.212-5. See Attachment 1, Schedule and Contract Clauses (0001); and

4. Extend the proposal submission deadline from January 9, 2026, to January 16, 2026.

CLOSING DATE/TIME:

01/16/2026 - 15:00 Europe/Berlin

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

Travis C. Keon

(Signature of person authorized to sign)

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED

By (Signature of Contracting Officer)

16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

12/30/2025

NSN 7540-01-152-8070

Previous edition unusable

STANDARD FORM 30 (REV.

11/2016) Prescribed by GSA FAR (48 CFR) 53.243

CGFS // CGFS

Document Number: 19GE5026R0007 DRAFT Page 2 of 8

Section A - Solicitation/Contract Form

Line Item Summary

Solicitation Number:

19GE5026R0007

Contract Number: Title:

EUR - Mission Europe Switchboard Services

Date of Solicitation:

12/30/2025

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

PSC: DF01

PSC Description: IT AND TELECOM - IT

MANAGEMENT SUPPORT SERVICES (LABOR)

Type of Contract Pricing: Firm Fixed Price

Original: 1.0

Change: 0.0

Current: 1.0

YR Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Description: BASE YEAR (CLINs 0001-0007)

Pricing Options: Base

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

PSC: DF01

PSC Description: IT AND TELECOM - IT

MANAGEMENT SUPPORT SERVICES (LABOR)

Type of Contract Pricing: Firm Fixed Price

Original: 1.0

Change: 0.0

Current: 1.0

YR Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Description: FIRST OPTION YEAR (CLINs 1001-1007)

Pricing Options: Unexercised Option

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

PSC: DF01

PSC Description: IT AND TELECOM - IT

MANAGEMENT SUPPORT SERVICES (LABOR)

Type of Contract Pricing: Firm Fixed Price

Original: 1.0

Change: 0.0

Current: 1.0

YR Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Description: SECOND OPTION YEAR (CLINs 2001-2007)

Pricing Options: Unexercised Option

Document Number: 19GE5026R0007 DRAFT Page 3 of 8

CLIN Funding: Cost:

Base Totals: Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Exercised Options Totals: Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Unexercised Options Totals: Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Base and Options Totals: Original: $0.00

Change: $0.00

Current: $0.00

Original: $0.00

Change: $0.00

Current: $0.00

Section A - Solicitation/Contract Form Identifier Title Date Number of

Pages 1 RQS 19GE5026R0007.pdf 12/05/2025

Q&A - QUESTIONS & ANSWERS

Question #001: Has the current contract reached the end of its full period of performance?

Answer #001: This requirement represents a new procurement for Europe regional switchboard services and is not a continuation of an existing contract.

Question #002: Have all option periods under the current contract been exercised?

Answer #002: Please refer to the response to Question #001.

Question #003: Who is the incumbent contractor, and for what total period has the incumbent provided these services?

Answer #003: Please refer to the response to Question #001.

Question #004: To what extent, if any, will the physical location of the offeror’s proposed facility or corporate headquarters be considered in the evaluation or award decision?

Document Number: 19GE5026R0007 DRAFT Page 4 of 8

Answer #004: The physical location of the offeror’s facility or corporate headquarters will not be considered as an evaluation or award factor, provided the offeror can meet all contract requirements.

The solicitation expressly allows regional switchboard services to be performed in one or more countries or territories, as proposed by the offeror. What matters to the Government is the offeror’s ability to comply with the Statement of Work and task order requirements, including service coverage, language capability, data security, continuity of operations, and compliance with applicable laws.

However, the proposed place(s) of performance must be clearly disclosed in the technical proposal, and the contractor must comply with all applicable laws and regulations in each country where services are performed. Any post-award change to the place of performance requires prior written approval from the Contracting Officer.

Question #005: How are fees currently billed by the incumbent contractor(s), by service category, and at what rates?

Answer #005: Please refer to the response to Question #001.

Question #006: What were the actual or estimated amounts paid to the incumbent contractor(s) during the most recent fiscal year, quarter, and month?

Answer #006: Please refer to the response to Question #001.

Question #007: Is prior experience with any specific customer information systems, telephone systems, or software platforms required or preferred?

Answer #007: No prior experience with any specific customer information systems, telephone systems, or software platforms is required or preferred for this solicitation.

However, the Contractor must be capable of meeting the reporting requirements described in the solicitation, including maintaining daily call logs and submitting required reports. To fulfill these requirements, the Contractor must be able to use commonly available business productivity software, such as Microsoft Office–type applications or equivalent tools, to prepare and submit reports in the formats specified by the Government.

Question #008: What is the minimum required total call volume capacity?

Answer #008: The solicitation does not establish a minimum total call volume capacity across all participating missions at the contract level.

Estimated call volume requirements will be defined at the task-order level based on the needs of individual Posts. Each task order will specify the required service coverage, estimated call volumes, and performance expectations applicable to that Post.

The Contractor is responsible for ensuring sufficient staffing and technical capability to meet the requirements of each awarded task order, including the ability to scale operations to accommodate fluctuations or surge conditions as described in the SOW.

Question #009: What is the minimum required capacity for simultaneous inbound calls?

Answer #009: The solicitation does not establish a minimum required capacity for simultaneous inbound calls or a specified number of telephone lines.

The Contractor is responsible for providing sufficient staffing and system capacity to meet the performance standards identified in the solicitation and the Quality Assurance and Surveillance Plan (QASP), including meeting required call response times and maintaining performance levels within the established quality thresholds, such as maintaining complaint rates below 1% of total call volume.

Document Number: 19GE5026R0007 DRAFT Page 5 of 8

Question #010: What is the maximum allowable caller hold time?

Answer #010: The solicitation does not establish a specific maximum allowable caller hold time.

Operators shall minimize hold times and handle calls promptly in accordance with approved scripts, emergency escalation procedures, and performance standards set forth in the solicitation. In emergency situations, operators are expected to act without unnecessary delay while contacting the appropriate Duty Officer or designated point of contact in accordance with post-specific procedures.

Question #011: What minimum percentage of inbound calls must be answered by a live operator?

Answer #011: As described in the SOW, the Contractor may use automated features such as IVR for call routing and initial call handling. However, the Contractor must ensure that all callers are able to reach a live operator to receive assistance, call handling, or escalation in accordance with approved scripts, procedures, and performance requirements.

Question #012: What minimum percentage of calls must be resolved without transfer, follow-up, or return call?

Answer #012: The solicitation does not establish a minimum percentage of calls that must be resolved without transfer, follow-up, or return call.

The Contractor shall handle calls in accordance with approved scripts, standard operating procedures, and post-specific guidance.

Depending on the nature of the call, this may include providing information, referring callers to publicly available resources, transferring calls, taking messages, or initiating emergency escalation.

Question #013: What is the maximum allowable percentage of calls that may be terminated by the caller without resolution?

Answer #013: The Government does not prescribe a numeric abandonment or unresolved-call threshold. Instead, the Contractor is required to ensure that callers are provided with an appropriate resolution path in accordance with approved scripts and post-specific procedures, which may include providing information, referring callers to publicly available resources, transferring calls, taking messages, or initiating emergency escalation when required.

Question #014: Is there a minimum or maximum required number of operators and supervisors?

Answer #014: The solicitation does not establish a minimum or maximum number of operators or supervisors. Staffing levels are the responsibility of the Contractor.

The Contractor shall determine and provide sufficient staffing to meet all service requirements, performance standards, and response times specified in the solicitation and applicable task orders. Task orders will identify the required coverage, estimated call volumes, and period of performance for each participating Post, which the Contractor shall use to assess and staff appropriately.

The Contractor shall also ensure that supervisory support is available during service operations to provide oversight and address operational issues, in accordance with the SOW.

Question #015: What level of operational dedication is required for the call center? Specifically, may the call center support other contracts concurrently with this requirement?

Answer #015: The solicitation does not require the Contractor to dedicate a call center exclusively to this contract. The Contractor may support other contracts concurrently, provided that doing so does not adversely affect performance under this contract.

Question #016: What level of dedication is required for operators assigned to this contract? Specifically, may operators work on other contracts concurrently?

Answer #016: Please refer to the response to Question #015.

Document Number: 19GE5026R0007 DRAFT Page 6 of 8

Question #017: What are the recording requirements for inbound and outbound telephone calls, including required retention periods?

Answer #017: The Government will require the recording of inbound and outbound telephone calls handled under this contract.

Recordings shall capture the date and time of the call, the duration of the call, and the operator’s response.

Call recordings shall be retained for a minimum period of two (2) months and made available to the Government upon request for mission-related review and quality assurance monitoring purposes, in accordance with the terms and conditions of the contract.

This requirement has been added to the solicitation under Section C.1.6.

Question #018: What recording and storage requirements apply to non-telephone communications?

Answer #018: The solicitation does not require the recording or storage of non-telephone communications.

Question #019: What is the current number of operator and supervisor seats at the Government’s existing or incumbent call center?

Answer #019: Please refer to the response to Question #001. The Government does not have an existing or incumbent call center under this requirement.

Question #020: What is the current average call wait time?

Answer #020: The Government does not track or maintain historical data on average call wait times at the contract level.

The solicitation does not establish a required average call wait time. Contractor performance will be assessed based on compliance with the call handling procedures and performance standards set forth in the solicitation and the Quality Assurance and Surveillance Plan, including required response times and quality thresholds.

Question #021: What is the current average handle time for telephone calls and other communication channels?

Answer #021: Based on recent operational experience, the Government estimates that the average handle time for telephone calls has historically been approximately five (5) minutes. This information is provided for general informational purposes only.

Question #022: What is the current average after-call work time per operator?

Answer #022: Based on general operational practice, operators typically require a brief period following each call to document call details in the daily call log in accordance with the reporting requirements of the solicitation. The solicitation does not establish a required or target after-call work time, and actual documentation time may vary depending on the nature and complexity of the call.

Question #023: Over the past year, what percentage of calls were conducted in English versus non-English languages?

Answer #023: Language usage varies by country and participating Post. The Government does not maintain a single consolidated historical percentage of calls conducted in English versus non-English languages across all Posts.

For planning purposes, anticipated language requirements and estimated annual call volumes for English and foreign-language calls are provided in Section C.3, Participating Posts and Estimated Call Volumes. Offerors should rely on the information in Section C.3 when developing their staffing and pricing approaches. Actual call volumes and language distribution may fluctuate during contract performance, particularly during emergency situations.

Question #024: Over the past year, what percentage of total calls were conducted in Spanish?

Document Number: 19GE5026R0007 DRAFT Page 7 of 8

Answer #024: Spanish-language call volumes are specific to Mission Spain. As reflected in Section C.3, Participating Posts and Estimated Call Volumes, Mission Spain has an estimated annual foreign-language call volume of approximately 7,000 calls out of an estimated total of 16,000 calls.

The Government does not maintain a consolidated percentage of Spanish-language calls across all participating Posts. The figures provided in Section C.3 are estimates for planning purposes only and may fluctuate during contract performance.

Question #025: During what times of day, days of the week, or periods of the year does call volume typically peak?

Answer #025: Based on general operational experience, call volume has tended to be higher during weekday mornings, particularly early in the week. Increased call activity has also historically been observed during certain periods of the year, such as the summer months and year-end holiday periods.

This information is provided for general planning purposes only. Call volume patterns may vary significantly by Post, time of year, and external events, including emergencies.

Question #026: Please reconfirm the proposal due date by stating it in the Government’s response to these questions.

Answer #026: The proposal submission deadline has been extended to Friday, January 16, 2026, as reflected in this solicitation amendment.

Question #027: If a prior solicitation for these services was issued, please provide its title, solicitation number, release date, and proposal due date.

Answer #027: Please refer to the response to Question #001.

Question #028: What is the Government’s rationale for issuing this solicitation at this time?

Answer #028: The Government is seeking to establish a regional contract to provide consistent and reliable switchboard services for participating U.S. embassies and missions in Europe. Issuing this solicitation at this time supports the Government’s objective to standardize service delivery, improve operational efficiency, and provide a flexible contracting vehicle that allows participating Posts to obtain services as needed through task orders.

This approach is intended to support mission requirements while allowing competition and pricing to occur at the task-order level in accordance with the terms of the solicitation.

Question #029: What is the anticipated contract start date?

Answer #029: The anticipated contract start date will be established upon contract award. Service commencement for individual Posts will occur upon issuance of the applicable task order and in accordance with the period of performance specified in that task order.

Question #030: What is the anticipated contract award date?

Answer #030: The Government currently anticipates making a contract award around the end of February. This date is an estimate only and is subject to change based on the completion of the evaluation process and any other applicable requirements.

Question #031: Please clarify the Government’s expectations regarding subcontracting to minority-owned, women-owned, small, or other disadvantaged business categories, including proposal submission requirements and compliance obligations during contract performance.

Document Number: 19GE5026R0007 DRAFT Page 8 of 8

Answer #031: This acquisition is conducted using FAR Part 12 in conjunction with FAR Part 13 and does not include a small business subcontracting plan requirement. There are no mandatory subcontracting goals or set-aside requirements for minority-owned, women-owned, small, or other disadvantaged business categories under this solicitation.

Pursuant to FAR 19.000(b)(1)(ii), acquisitions conducted outside the United States and its outlying areas are not required to be set aside for small business concerns. Accordingly, this overseas acquisition is not subject to small business set-aside requirements.

Offerors may, at their discretion, propose the use of subcontractors, including those from disadvantaged business categories. If subcontractors are proposed, the offeror must clearly identify them in the proposal and describe their role in contract performance, consistent with the solicitation instructions.

During contract performance, the prime contractor remains fully responsible for meeting all contract requirements, regardless of subcontracting arrangements, and must ensure that any subcontractors comply with applicable contract terms, laws, and regulations.

Question #032: Are offerors permitted to propose alternative pricing structures from those specified in the solicitation? If a pricing template is provided, may an alternate structure be submitted? If no template is provided, does the Government have a preferred pricing format?

Answer #032: Offerors are required to use Attachment 2, Price Proposal Breakdown, as the baseline pricing template. The template may be adjusted as needed to reflect the offeror’s proposed approach, provided the pricing remains clear, consistent, and supports the Government’s evaluation.

Offerors may propose alternative pricing structures; however, pricing must be expressed on a price-per-call basis.

Question #033: If applicable, please describe the Government’s level of satisfaction with the current or most recent contractor(s) performing similar services.

Answer #033: Please refer to the response to Question #001.