S06 36C10X24R0048 0001.pdf

5. PROJECT NUMBER (if applicable)

CODE 7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER 3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO. 1. CONTRACT ID CODE

FACILITY CODE CODE

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:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(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 is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office. is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you 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.

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

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

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 16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30 PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243

(Type or print) (Type or print)

(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code)

(If other than Item 6)

(Specify type of modification and authority)

(such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer)

1 114

None

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

To all Offerors/Bidders

36C10X24R0048

05-24-2024

X

X X

07/01/2024 by 10:00 AM ET

X 1

The purpose of this Amendment 0001 is to:

1. Provide Government responses to questions recieved.

2. Update language throughout the solicitation.

3. Provide updated Attachment A Experience Matrix and Attachment E Price Schedule.

4. Extend the solicitation due date to July 1, 2024 by 10:00 AM ET.

All changes to the solicitation are highlighted in yellow for ease of reference.

David Rupert Contracting Officer

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 PERFORMANCE WORK STATEMENT

B.3 PRICE/COST SCHEDULE

SECTION C - CONTRACT CLAUSES

C.1 NOTICE OF HYBRID CONTRACT

C.2 FAR 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL

PRODUCTS AND COMMERCIAL SERVICES (NOV 2023) ALTERNATE I (NOV 2021)

C.3 FAR 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR

INFORMATION SYSTEMS (NOV 2021)

C.3 FAR 52.217-7 OPTION FOR INCREASED QUANTITY—SEPARATELY PRICED

LINE ITEM (MAR 1989)

C.4 FAR 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.5 FAR 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR

2000)

C.6 VAAR 852.201-70 CONTRACTING OFFICER'S REPRESENTATIVE (DEC 2022)

C.7 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.8 VAAR 852.204-71 INFORMATION AND INFORMATION SYSTEMS SECURITY

(FEB 2023)

C.9 VAAR 852.211-76 LIQUIDATED DAMAGES – REIMBURSEMENT FOR DATA

BREACH COSTS (FEB 2023) ALTERNATE I (FEB 2023)

C.10 VAAR 852.215-70 SERVICE-DISABLED VETERAN-OWNED AND VETERAN-

OWNED SMALL BUSINESS EVALUATION FACTORS (JAN 2023) (DEVIATION)

C.11 VAAR 852.215-71 EVALUATION FACTOR COMMITMENTS (OCT 2019)

C.12 VAAR 852.219-70 VA SMALL BUSINESS SUBCONTRACTING PLAN MINIMUM

REQUIREMENTS (JAN 2023) (DEVIATION)

C.13 VAAR 852.219-71 NOTIFICATION OF COMPETITION LIMITED TO ELIGIBLE

8(A) PARTICIPANTS (NOV 2022)

C.14 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS

(NOV 2018)

C.15 VAAR 852.237-75 KEY PERSONNEL (OCT 2019)

C.16 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020) ..73

C.17 FAR 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.18 FAR 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO

IMPLEMENT STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (FEB 2024)

C.19 MANDATORY WRITTEN DISCLOSURES

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

ATTACHMENT A - PHASE I: TECHNICAL MATRIX

ATTACHMENT B - CONTRACTOR RULES OF BEHAVIOR

ATTACHMENT C - PAST PERFORMANCE REFERENCES

ATTACHMENT D - PAST PERFORMANCE QUESTIONNAIRE

ATTACHMENT E - PRICE SCHEDULE

ATTACHMENT F - SOLICITATION QUESTIONS AND ANSWERS

SECTION E - SOLICITATION PROVISIONS

E.1 INSTRUCTIONS TO OFFERORS

E.2 FAR 52.212-2 EVALUATION—COMMERCIAL ITEMS (OCT 2014)

E.3 FAR 52.204-24 REPRESENTATION REGARDING CERTAIN

TELECOMMUNICATIONS AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT

(NOV 2021)

E.4 FAR 52.204-29 FEDERAL ACQUISITION SUPPLY CHAIN SECURITY ACT

ORDERS—REPRESENTATION AND DISCLOSURES (DEC 2023)

E.5 FAR 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT

2018)

E.6 FAR 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (FEB 2024)

E.7 FAR 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.8 VAAR 852.209-70 ORGANIZATIONAL CONFLICTS OF INTEREST (OCT 2020)

E.9 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION

(OCT 2018)

E.10 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.11 VAAR 852.239-75 INFORMATION AND COMMUNICATION TECHNOLOGY

ACCESSIBILITY NOTICE (FEB 2023)

E.12 VAAR 852.273-70 LATE OFFERS (NOV 2021)

E.13 VAAR 852.273-74 AWARD WITHOUT EXCHANGES (NOV 2021)

E.14 FAR 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE

(FEB 1998)

RFP 36C10X24R0048

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the individuals identified in the Contract Point of Contact List (provided with the final award).

(a.)This contract will use electronic commerce to the maximum extent possible (IAW

FAR 4.502(a)). All correspondence regarding contract administration matters between the Government team (Contracting Officer, Contract Specialist and Contracting Officer’s Representative) and the Contractor will be handled via email using the email addresses listed in the Contract Point of Contact List, inclusive of any updates provided by the responsible Contracting Officer. Email will be the primary method for providing copies of contract documents to the Contractor or other parties. This applies to contract modifications, acceptance of supplies/services, invoice items addressed outside of the electronic invoicing system (currently Tungsten), Contractor performance assessments addressed outside CPARS, terminations and any other actions covered by the Contract Terms and Conditions or other Clauses.

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the

Contractor will be made in accordance with 52.232-34, Payment by Electronic Funds Transfer-Other Than System for Award Management.

3. INVOICES: Invoices shall be submitted monthly in arrears based upon delivery and acceptance; review and approval completed by the COR. In accordance with FAR 52.212-4(g) only proper invoices that contain documentation for services performed will be accepted.

4. CHANGES: Any changes to this PWS and associated tasks shall only be authorized and approved through written correspondence from the Contracting Officer (CO). A copy of each change will be kept in the contract folder along with all other products of the project. Costs incurred by the Contractor through the actions of parties other than the CO shall be borne by the Contractor.

5. CONTRACT TYPE: Hybrid contract to include firm-fixed-price and labor hours.

6. GOVERNMENT INVOICE ADDRESS: All Invoices from the Contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

TUNGSTEN (OB10) ELECTRONIC INVOICE SUBMISSION

FSC e-INVOICE PROGRAM THROUGH AUSTIN PORTAL

FSC MANDATORY ELECTRONIC INVOICE SUBMISSION FOR AUSTIN PAYMENTS

Please include in all invoices the Contract/Purchase Order Number, or Task/Delivery Order Number.

All invoices need to also be submitted using the same line-item format in the contract or order.

Vendor Electronic Invoice Submission Methods:

Fax, email and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted data transmissions below.

1. VA’s Electronic Invoice Presentment and Payment System – The Financial Services Center (FSC) in Austin, TX uses a third-party Contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website: www.tungsten-network.com/customer-campaigns/veteransaffairs to begin submitting electronic invoices, free of charge.

2. A system that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by the American National Standards Institute (ANSI). The X12 EDI Web site is http://www.x12.org.

Vendor e-Invoice Set-up Information:

Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center in Austin, TX for payment processing. If you have questions about the payment status of a properly submitted invoice, the e-invoicing program, or Tungsten, please contact the FSC at the phone number or email address listed below.

• Tungsten e-Invoice setup information: 1-877-489-6135

• Tungsten e-Invoice email: VA.Registration@tungsten-network.com

• VA TUNGSTEN Number: AAA544240062

• FSC e-Invoice contact information: 1-877-353-9791

• FSC e-Invoice email: vafsccshd@va.gov

• FSC Internet: http://www.fsc.va.gov/einvoice.asp

6. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

0001 06/18/2024

FINAL INVOICE SHALL BE MARKED FINAL

https://www.tungsten-network.com/customer-campaigns/veteransaffairs http://www.x12.org/ mailto:VA.Registration@tungsten-network.com mailto:vafsccshd@va.gov http://www.fsc.va.gov/einvoice.asp

B.2 PERFORMANCE WORK STATEMENT

1. BACKGROUND

The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Multi- Channel Technology (MCT) is charged with enhancing Customer Experience (CX) through the various “channels” through which VA and its customers interact. Since its inception, MCT has connected VA’s lines of business (LOBs) and Office of Information and Technology (OIT) to catalyze change and develop solutions that address the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders. VEO’s Contact Center provides a variety of public facing services through the work of both Government and Contractor full time equivalent (FTE) staff.

The Veterans Health Administration (VHA) is the largest integrated health care network in the United States, with 1,294 health care facilities serving over 9 million enrolled Veterans each year. When VA cannot provide the care needed, VA authorizes care to Veterans and eligible beneficiaries using community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries. The VHA Office of Integrated Veteran Care (IVC) is responsible for the management of the Veteran Community Care Program (VCCP).

The Veterans Benefits Administration (VBA) provides a variety of benefits and services to Service members, Veterans, and their families. VBA seeks to understand the unique issues Veterans face and are here to help Veterans and eligible dependents to obtain compensation, education, health care, home loan, insurance, pension, vocational rehabilitation and employment, and burial and memorial services. The VBA support line is the initial point of contact for Veterans and their families to get started on applying for eligible benefits.

With all three organizations requiring call center support, this Performance Work Statement (PWS) hopes to capture as much of the common requirements as possible and create synergy to better help each organization support our Veterans and their families.

2. SCOPE OF WORK

The Contractor shall provide contact center support, performance related data and program management support for an established contact center which answered 1.4 million calls in fiscal year 2023, reflecting a 21% increase from the prior year.

The Contractor shall leverage existing Government technology/tools to include Telephony, Customer Relationship Management (CRM), Workforce Management, Quality Management, Knowledge Management, Customer Satisfaction, Data Visualization, and training.

The Contractor shall operate multi-channel operations to include various aspects of Veteran benefits, compensation, healthcare by receiving and responding to inquiries, providing information and services through various channels including telephone, a language translation service, mail, email, TDD/TTY, and web chat.

The Contractor shall provide program and management support to manage, monitor, and control all subsequent tasks initiated and completed by Contractor staff to maintain VEO Contact Center service to Veterans, their beneficiaries, caregivers, survivors, and advocates. This program support shall include real-time monitoring of any incidents and communication of such concerns to the VEO Contact Center leadership and designees.

The Contractor shall understand and have experience with Service Recovery, the process of effectively engaging customers to recover the damage done from a prior poor customer experience. This could originate from direct (i.e., phone) and indirect (i.e., chat, text, survey) customer interactions and would require review of customer encounter(s) and direct engagement with customers to execute service recovery, when warranted Service Recovery shall occur both in real-time escalations and post service failure. Service Recovery is a new focus area in VA and the contact center is a leader in that change effort.

The Contractor shall provide support to meet fluctuating 24/7 call volume (including holidays) in varying environments while providing accurate and quality customer service for all inquiries.

Surge support may be required in response to Congressional mandated work or deadlines, or urgent unexpected events such as a national disaster or a clinical safety notification.

The Contractor shall provide technical support with the agency web site (www.VA.gov), providing basic information about VA benefits and services, directory assistance, navigational support and/or referrals to the appropriate VA specialist or online resource, identity theft or sexual assault reporting, and intake of complaints.

Tier 2 work may be warranted, particularly in a surge situation. This work will include specialized assistance requiring agent to reach subject matter expertise and be trained in accessing VA customer specific databases. Examples of this type of service includes, but is not limited to individual specific disability claims, compensation, appeals, eligibility for benefits or services, changes in payment institutions, debt repayment plans or beneficiaries, and other related services.

3. CONTRACT TYPE

This is a hybrid contract to include firm-fixed-price and labor hour deliverables.

4. PERIOD OF PERFORMANCE

The period of performance shall consist of one (1) 9-month base period and four (4) 12-months option periods.

5. PLACE OF PERFORMANCE

The place of performance is to be in or in proximity (50 miles to nearest VA facility that can provide on-site technology support) Working from home requirements include hard wired (no WIFI) high speed internet that maintains a 25 Mbps download speed and a 5 Mbps upload speed.

http://www.va.gov/

6. TRAVEL

The Government anticipates travel under this effort. Travel must be pre-approved in writing by the Contracting Officer’s Representative (COR) and Contracting Officer (CO) and in accordance with Federal Travel Regulations. Each Contractor invoice must include copies of all receipts that support the travel costs claimed in the invoice. Local travel within a 50-mile radius from the Contractor’s facility is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed.

Travel, subsistence, and associated labor charges for travel time for travel beyond a 50-mile radius of the Contractor’s facility are authorized for reimbursement on a case-by-case basis and must be pre-approved by the COR and CO and must be planned and executed according to Federal Travel Regulations. General and Administrative expenses will not be reimbursed.

7. TASK STATEMENT

Tasks performed shall be of a non-personal nature. VA organizations will not provide supervision of Contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff. VA organizations will refrain from any activities that create the appearance of such a relationship.

Contractors shall not perform inherently Governmental functions including decision-making, supervision of Government employees, supervision of other Contractors on other contracts, and activities that create the appearance of performing such functions.

The Contractor shall be responsible for assigning schedules and managing coverage throughout all shifts for its personnel, monitor and evaluate its performance, coach staff improvement, and manage process compliance with established standard operating procedures.

A Government Training Section will be responsible for development/delivery of initial, and subsequent training content. New hire training is virtual with two weeks of classroom type training followed by two weeks of nesting with an experienced contractor agent/supervisor, who provides immediate guidance and coaching on performance until personnel have demonstrated consistent ability to use technology tools and handle a call in an empathetic manner independently. Agents are expected to have a Personal Identification Verification (PIV) Card prior to beginning the training..

Agents will use resources available such as Job Aids, Knowledge Management (KM) tool, FAQs, email alerts, Bulletins, standard operating procedures, limited quantity of mandated scripts, team chats, and reference materials to improve knowledge and utilize these materials as the only source of needed information or guidance.

Performance monitoring and procedure compliance is within the scope of the contract.

7.1 Project Management

Kickoff Meeting The Contractor shall participate in a Kickoff Meeting within five (5) business days of contract award on a date agreed upon by the Contractor and VA.

The Contractor shall create a Kickoff Meeting Presentation describing the details of the approach for all deliverables and services under the contract in accordance with the expectations defined in the Schedule of Deliverables.

The Contractor shall present and be prepared to walk through in detail all of the deliverables due at the Kickoff Meeting. Those deliverables that are due in draft form at the Kickoff Meeting shall be of sufficient detail to define the full approach such that the deliverables can be presented to and reviewed by VA Subject Matter Experts (SME) for their real time feedback. The plans submitted by the Contractor shall be incorporated into the contract upon VA approval.

At the Kickoff meeting, the Contractor shall also provide a listing of its point of contact (POCs) including program manager, contract POC, and IT POC (if needed). The list of POCs should be updated as personnel changes are made.

The Contractor shall coordinate with the Contracting Officer (CO) to establish dates, location (may be virtual), and agenda for the Kickoff Meeting. The Contractor shall take meeting minutes, which shall be provided to VA in accordance with the Schedule of Deliverables. The meeting minutes shall include documentation of any major issues, agreements, or disagreements and agreed upon actions and timelines to resolve any major issues or disagreements discussed during the Kickoff Meeting.

Kickoff Meeting Deliverables:

Deliverable Frequency Kickoff Meeting Presentation One time List of POCs One time, update as needed Meeting Minutes One time

Project Management Plan

The Contractor shall be responsible for project management and performance of the requirements of the contract. The Contractor shall create a Project Management Plan to be presented at the Kickoff meeting and approved by VA to capture all elements of managing the contract. The Project Plan must be submitted in accordance with the Schedule of Deliverables. As part of the Project Plan, the Contractor must create a schedule that will show the dates and steps that will lead up to fully meet the staffing requirements. This plan will include supervisory coverage during the initial 30 days of operation, as new supervisory staff are onboarded and trained.

Continuity of Operations (COOP) is an initiative of the federal Government, which enables agencies to continue to perform their essential functions during any incident which may potentially disrupt normal operations. The Project Management Plan shall include a COOP plan which addresses contingency steps that will be implemented when normal operations are disrupted.

For inclusion in the Project Management Plan, the Contractor shall create a list of duties for each of their personnel other than the contact center agent to show understanding of the contract requirements. (i.e., Program Manager is responsible for immediate communication with COR and Program office for work stoppage as a part of their duties). Supervisor coverage is critical to sustainment of regular operations and as such, any supervisor absence requires coverage from another supervisor. This coverage backup plan is referred to as a Supervisor Backup Plan.

The Contractor shall create a list of risks and the mitigation plan for the risks for the contract and include it as part of the project management plan and schedule to fully staff the contract. Known risks currently include:

• Initial set up and establishment of connectivity through Government Furnished Equipment and VPN to VA systems.

• Completion of required training (Rules of Behavior, Privacy, and Cyber)

• Fingerprinting: Before candidate forms are submitted, they are required to have fingerprints done at their local VA facility. Issues with fingerprinting has caused delays of up to two weeks in the past. Each local VA facility has their own procedures, of which the program office may not be familiar so it’s important the Contractors understand the procedure of the local VA facility.

• Accuracy of forms: There are several forms that are required for onboarding. Incomplete or mistakes on forms will delay the onboarding process by usually 2 to 3 business days.

• Filling out the eAPP: The eAPP is a required online form that needs to be filled out in order for candidates to continue in the onboarding process.

The form has stringent requirements and a completion date of seven business days. This has caused delays for onboarding up to one to two months in the past.

• Getting the PIV: The PIV is required for logging into VA systems. Similar to fingerprinting, each VA facility can have different procedures. If a facility is Central Printing only, it could take up to 10 business days for a candidate to get the PIV after the appointment.

• VPN issue: It’s been documented that remote facilities with high speed internet have had issues maintaining speed once logged into VPN, which is required for work. Contractor’s IT team needs to be prepared to work with VA IT to maintain internet speed.

Project Management Plan Deliverables:

Deliverable Frequency Project Management Plan One time, then updates and notifications as needed Recruitment Plan Initial and any time there is a related inability to meet associated key performance indicators

Technology Set Up Plan Initial hiring wave & any time there is a group of new hires that exceed 20 people

Supervisor Backup Plan Initial and any time there is a supervisor change.

Agent Performance Evaluation Bias Mitigation Plan

Initial and any time there is a supervisor change.

Continuity of Operations Plan Initial and annually Onboarding Technology Support Plan Initial Retention Plan Initial and whenever there is an update to the plan.

7.2 Operational and Quality Reporting Requirements

Operational Reporting The Contractor shall provide the COR with operational reports, monthly performance summaries and a monthly action plan if any key performance indicators not met in the month prior. The Contractor shall monitor performance using established Government procedures (Knowledge Management) and software to include Workforce Management (WFM), Quality, Telephony and dashboard reports (VEO CC Frontline Performance and VEO CC Operations Dashboard). Key performance indicators include Abandonment Rate, Speed of Answer, Staffing Readiness, In Service Time, Service Recovery, Agent Call Evaluation, Customer Service, Schedule Adherence, Technical Needs, Team Metrics, Supervisor Metrics, WFM Review, Leadership Review, and Program Manager metrics. The monthly action plan shall include actions taken to address any key performance metrics that were not met. It is expected that the Contractor shall maintain communication with the COR accordingly so that any arising issues are transparent to both parties to proactively prevent performance issues.

Operation Reporting Deliverable:

Deliverable Frequency Sufficient quantity of personnel to meet the assigned schedule

Daily

Agent performance evaluations (to be completed throughout the month that performance occurs)

Completed no later than the 1ST business day following the month that the performance occurred

Supervisor performance evaluations Completed by the 10th day of the month following the month that performance occurred

Monthly Progress Report (performance failure action plan)

15th of the month following the month that a performance metric was not met

Hours worked 10th of the month Personnel status report (Authorized, In Production, Balance {Authorized – Production), % Vacant, In Training, Pre- Qualifying)

Weekly

Equipment Accountability Monthly Mandatory Training

Annual

Readiness Certification of new personnel to start (equipment possession, headset

3 business days prior to the start of Government new hire training class on hand, VPN works, VA email account, VA access to NEED TO LIST operational, PIV/PIV exemption in place, required bookmarks established, TMS account, software operational)

Competency Certification (including computer skills) of each new agent/senior agent/supervisor (see agent competency requirements in Section 8)

3 business days prior to the start of Government new hire training class

7.3 Program Management (PM) Tasks

Program Manager Responsibilities:

• Responsible for ensuring the Customer Service Representative (CSR) and Supervisor comply with established business rules.

• Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics.

• Ensures new supervisors meet competency requirements for supervisor role and for shift lead role

• Provide one-to-one coaching to supervisors.

• Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.

• Reinforce standards, and use progressive discipline when compliance continues to be an issue.

• Ensures key performance metrics are met or exceeded.

• Encounters that may require program manager service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with a supervisor that failed to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a supervisor, issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores.

• Maintains control over attendance, leave and excused absence of employee.

• Ensures supervisors coordinate for coverage of the phone line dedicated to staff for requesting unscheduled time off.

• Ensures all staff complete mandatory training (including training in the VA Talent

Management System) in a timely manner.

• Ensure supervisors are entering all unscheduled leave requests into the WFM system for approval by designated WFM section member and approving exception requests appropriately. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception.

• Follow a standard set of procedures on-boarding/off-boarding personnel.

• Actively participating in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.

• Responsible for the Continuity of Operations (COOP) plan, both providing and adhering to the plan.

• Attendance and participation in all required weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.

• Responsible for all performance deliverables.

• Responsible to adhere to all Standard Operating Procedures (SOP) and other directives.

• Responsible to provide notification of technical issues impacting the ability of agents or supervisors to complete their duties. Any large-scale outages require leadership notification as outlined in the SOP.

• Responsible for other operational activities as identified.

• Responsible for monthly report related to performance metrics and action plan addressing any metric which did not meet standards.

• Responsible for monthly evaluation of each supervisor.

• Responsible for a supervisory backup plan for any supervisor who is on regular or extended leave.

• Responsible for other operational activities as identified.

7.3a Deputy Program Manager Tasks Deputy Program Manager Responsibilities

• Function as the acting PM in the PM’s absence.

• Work closely with Program Manager ensuring the program is running on schedule.

• Assist Program Manager as needed for operational tasks.

• Assist PM with ensuring that Service Recover is completed in a timely manner.

7.4 Supervisor Tasks

Supervisor Responsibilities:

• Understands the Workforce Management process and serves as a liaison between the

Customer Service Representative and the Government Workforce Management (WFM) Section to handle change requests and exceptions to the daily schedule.

• Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules.

• Oversee telephony queues.

• Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule.

• Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesn’t occur.

• Identify training gaps and tools.

• Reinforce standards, and use progressive discipline when compliance continues to be an issue.

• Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded.

• Encounters that require service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with the VEO Contact Center that failed to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a VEO team member, staff issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores.

• Administers the leave and excused/unexcused absence polices and regulations for CSRs under their supervision.

• Maintains control over attendance, leave and excused absence of employee. Coordinate leave with training supervisor (if needed) during employees training session(s).

• Supervisors monitor the phone line dedicated to staff for requesting unscheduled time off.

• Supervisors are responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section member.

• Supervisors should approve exception requests through messaging prior to the event for any preplanned exception. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception.

• Shift Lead Supervisor is responsible for documenting disruptive callers into the Shift Report and for ensuring interim information from law enforcement is documented in the case prior to end of shift.

• Supervisors and management officials will follow a standard set of procedures on-boarding/off-boarding personnel.

• Supervisors are responsible for requesting new employee’s e-mail addresses to be assigned to their appropriate groups. This provides each employee with the appropriate security access automatically to the VEO Contact Center and Enterprise Contact Center Operation SharePoint sites.

• Supervisors must be responsible for other operational activities as they are identified.

• Responsible for agents’ performance, training, and ability to handle calls. Supervisors are responsible to assist agents with technical issues and with submitting tickets and alerting designated operations personnel (Automated Data Processing Application Coordinator - ADPAC) when agents are unable to take calls.

• Responsible for regular team meetings and 1:1 coaching

• Responsible for additional monitoring of performance, assigning training, and providing coaching for any agents who do not meet performance expectations.

• Responsible for logging into appropriate systems to serve as an agent/senior agent when customer wait times exceed established thresholds

7.5 Tier 1 Customer Service Representative (Agent) Tasks

Agent Responsibilities:

• Use knowledge management tool to locate process or information needed to assist the customer.

• Capture the incoming phone number from telephony software. Telephony software will whisper identity of incoming phone line.

• Use appropriate greeting appropriate to the incoming phone line: i.e.: “Thank you for calling the Department of Veterans Affairs. My name is (Insert first name). How may I be of service today?”

• Show empathy and engage in active listening with the customer by:

o Apologizing and showing empathy for the issue or concern.

o Expressing gratitude for letting you know about the situation.

o Listen to caller as they explain they need and obtain relevant information.

o Use established procedures and techniques (such as asking probing questions) to clarify what their need(s) is(are).

o Provide the appropriate information or take the appropriate action based on their response.

• Agents must utilize the Customer Relationship Management (CRM) Tool to document the calls.

o Repeat back what you think you heard.

o Document required case notes (who, what, when, why, where, and how)

• Triage level of solution necessary to address customer’s need.

• Determine if customer need can be met during call, if immediate referral to the right VA specialist is warranted or if intake and routing electronically is appropriate.

• Protect privacy of customers and release information only to authorized personnel after properly verifying customer identity and need to know.

• If escalation is appropriate, collect the required information.

• Provide tele-interpreter services for callers needing assistance in another language.

• Warm transfer call, if appropriate, to designated VA specialist at the Veterans Crisis Line, National Call Center (NCC) for Homeless Veterans, Veterans Benefit Administration Education Call Center, Veterans Benefit Administration National Call Center (NCC), Veterans Health Administration Health Benefits, Eligibility and Enrollment, National Cemetery Administration Cemetery Scheduling, or the VA Hotline.

• The agent will utilize pre-approved, content located in the Knowledge Management (KM) tool.

• This includes future implementation of additional communication channels.

• Conducts service recovery or caller de-escalation, as appropriate to the situation.

• Collect, document and review appropriate information to verify identity.

• End call by following call closing procedures.

• Agents must be responsible for other operational activities as they are identified.

7.6 Tier 1 Senior Agent Tasks

Senior Agent Responsibilities:

• Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources.

• Provide service recovery when caller expresses dissatisfaction with the interaction with agent.

• De-escalate aggravated callers when warranted.

• Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive.

• Provide 1:1 training as time permits.

• Coordinate and handle nesting, and coaching responsibilities with new agents.

• Enter exceptions for agents in WFM software, with supervisor approval.

• User Acceptance Testing (UAT) for CRM and other software releases.

• Approve urgent, time sensitive and high priority (Priority 1 and Priority 1 Other) cases.

• Troubleshooting basic agent technology issues.

• Advise supervisor on team performance.

• Participate in call calibration activities.

7.7 Tier 1 Program Manager Administrative Assistant (PMAA) Tasks PMAA Responsibilities:

• Submits and monitors onboarding and offboarding tickets for equipment and access.

• Monitors issuance of Government Furnished Equipment (GFE), headphones, and access.

• Collects pre-hire competency certifications.

• Ensures new hires have PIV exemptions when required.

• Coordinate nesting partners for new hires during and after training, as required.

• Communicates any changes in status of staff to Workforce Management and Training

Sections, when required.

• Tracks equipment status.

8. KEY PERSONNEL

Certain skilled and experienced professional and/or technical personnel are essential for accomplishing the work to be performed. These individuals are defined as “Key Personnel” whose experience resume shall be submitted and marked by the Contractor as “Key Personnel”. Substitutions shall only be accepted if in compliance with the “Substitution of Key Personnel” provision identified below.

Program Manager, Deputy Program Manager, Supervisors and Senior Customer Service Representatives are defined as Key Personnel and, except in cases where individuals commit criminal conduct or violations of company policy, shall not be removed, diverted, or replaced from work without notifying the CO and COR.

Any personnel that the Contractor offers as substitutes shall have the ability and qualifications to meet or exceed the requirements of the contract. The Contractor shall submit a complete resume for the proposed substitute and any other information requested by the CO needed to approve or disapprove the proposed substitution. The COR will evaluate such requests and the CO will promptly notify the Contractor of approval or disapproval thereof in writing.

Agents are not defined as key personnel but should have a minimum of a High School degree or equivalent, customer service experience, and meet basic competency requirements for a Customer Service Representative. See Competency requirements.

Call center work experience is preferred.

Agent Competency Requirements

- Active listening and speaking

- Data entry (word processing skills of minimum 30-40 words per minute)

- Grammar/sentence structure

- Knowledge retention

- Time management

- Problem solving

- Use of multiple applications simultaneously and ability to switch between applications

- Basic understanding of Windows and Office applications

- Understanding of VPN and remote log in

- Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)

- Ability to use files and folders to name, save, and retrieve information

- Ability to send and receive emails, open and add attachments, and encrypt messages

- Ability to use messaging applications (e.g., Teams) to communicate and share screen

- Ability to navigate websites (e.g., VA.gov)

- Other basic computer skills as required to complete daily tasks

The Contractor shall submit a complete resume for the proposed substitute and any other information requested by the CO needed to approve or disapprove the proposed substitution. The COR will evaluate such requests and The CO will promptly notify the Contractor of approval or disapproval thereof in writing.

The Contractor shall develop and implement a plan for staff retention and to lower attrition, which may include incentives to help retain high performing staff. The Contractor shall develop and implement a plan to incrementally and sequentially start key personnel, such as Program Manager, Deputy Program Manager, Administrative Assistant(s), Senior Agents, and Agents.

By the conclusion of pre-hire competency assessment, new hire training, post-training evaluation, and new hire nesting, the Contractor shall certify the following minimum conditions are met: Demonstrated ability to use telephony tools, customer relationship management applications, email and other messaging applications, basic computer competency and agent skills noted earlier in this section, ability to listen to call simultaneously with an assigned experienced agent or supervisor, handle a call with supervision, create, document, and route cases if needed, use standard greeting, use knowledge management (KM) article, ask probing questions, and transfer a call (both cold and warm transfers). This competency shall be certified prior to the agent being cleared for production.

Labor Category Description Minimum Education

Minimum Experience

Key Personnel:

Program Manager

Responsible for ensuring the Customer Service Representative (CSR), Senior CSR, Administrative Assistant and Supervisor comply with established business rules.

Ensures supervisors are monitoring queues throughout the shift and making adjustments to staff breaks and supervisor activities to meet key performance metrics. Identify operational problems or trends and escalate to appropriate contact center operations section and/or leadership.

BA/BS

preferred

At least 12 years of progressive call center management experience in a variety of industries (healthcare, Government, service)

Deputy Program Manager

Functions under the supervision of the Program Manager to assist with the operation of the contact center and to serve as Acting Program Manager in the absence of the PM

BA/BS

preferred

At least 8 years of progressive call center management experience in a variety of industries (healthcare, Government, service)

Key Personnel:

Contact Center Supervisor

Responsible for coaching agents, interacting with clients and other team members of the contact center team, and actively participate in improving the VEO Contact Center’s performance by assisting in balancing all workload requirements, responding in a positive manner to management requests for information or ideas that enhance the effective operation of the contact center or reinforcing training on matters regarding the contact center.

BA/BS

preferred

2 years of contact center supervisor experience and 4 years of call center experience

Key Personnel:

Contact Center Senior Customer Service Representative

Responsible for handling escalated calls, nesting new hires, processing time sensitive, high priority cases and software testing.

3 years of contact center agent or higher experience

9. OTHER DIRECT COSTS

Other direct costs are required for expendable equipment. All ODCs must be pre-approved in writing by the CO. Receipts must be included with the invoices and G&A fees will not be reimbursed.

10. GOVERNMENT- FURNISHED EQUIPMENT (GFE)/ MATERIALS/ FACILITIES/

INFORMATION

The Government will provide encrypted laptop, monitor(s), internet-based phone, electronic mail (e-mail) account, and software (workforce management, telephony, quality, CRM, word processing, training, and internal communications). For alternate locations the Government will provide an encrypted laptop, monitor(s), internet-based phone, electronic mail (e-mail) account, and software (workforce management, telephony, quality, CRM, word processing, spreadsheets, training, and internal communications). The expectation is that the Contractor will be able to pick up GFE at a VA facility within 50 miles of the Contractor location. All call center work will be conducted on Government systems, including communication through Government email accounts.

The Contractor shall adhere to all VA security requirements for any VA issued equipment, and all Contractor personnel that will receive and utilize VA issued laptops shall sign a VA property loan form and all associated documentation prior to receiving the equipment. All VA policies related to networked computer use will apply. PIV cards shall be required for all Contractor personnel with VA network access/accounts.

Contractor personnel shall complete VA’s Privacy and Information Security Awareness and Rules of Behavior training before networked computer access will be granted. The Contractor is expected track each GFE that is issued to the Contractor and maintain a list of what is issued. The Contractor is also expected to recover the GFE from their employees and return to Government, including the cost of shipping back the GFE if needed within 15 business days of date employment ended. Equipment not turned in within 45 days will be considered lost. Contractor will participate in Government process to investigate loss and process to reimburse the Government for the associated cost when equipment was not recovered.

Prior to the use of any Government-furnished equipment, the Contractor shall complete all mandatory training courses on the VA training site, currently the VA Talent Management System (TMS), and will be tracked therein. The TMS may be accessed at https://www.tms.va.gov. If an individual does not have a TMS profile, go to https://www.tms.va.gov and click on the “Create New User” link on the TMS to gain access.

The VA laptop computers must comply with all rules/requirements regarding patches and updates and must be returned to VA at the conclusion of the task order or the departure of the personnel.

Contractor personnel who are unable to work due to an issue outside of Government control (failure to renew PIV badge or exception, failure to complete annual privacy rules of engagement, internet disruption at home or non-Government facility, or failure to report work stoppage within established timelines) shall be reported to the COR and will not be considered in production as time spent out of production is at no cost to the

Government. NOTE: the Contractor will not be paid during this time unless it is a Government technology issue. The Contractor shall submit tickets per established protocols, and work stoppage will be reported to the COR and to the Government Operations team immediately. The Contractor shall also notify the COR when the agents return to production.

11. QUALITY ASSURANCE SURVEILLANCE PLAN

Performance Standards define required performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets, or does not meet these standards. Contractor has a 30 day grace period from staff entering into production to obtain performance proficiency.

The Contractor shall meet performance targets established by the QASP. To provide for changing quality assurance and quality performance conditions, either VA or the Contractor may request changes to the components of QASP measurement and reporting. If the Contractor fails to meet the performance requirements, the Contractor shall report self-identified correction action plans in their monthly program report (include timeline for corrective action milestones and completion). VA will utilize the QASP to monitor the quality of the Contractor’s performance. The oversight provided for in the QASP will help to ensure that service levels reach and maintain the required levels throughout the contract term. The QASP will be finalized upon award and a copy provided to the Contractor after award. The QASP is a living document and may be updated by VA as necessary and executed upon bilateral agreement with the Contractor.

The Contractor shall address all QASP performance metrics and whether the performance threshold missed, met…