36C10X25R0032 0004.docx
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- Solicitation number
- 36C10X25R0032
About this file
This document is an Amendment (Amendment 0004) to a Request for Proposal (RFP) for the Veterans Experience Office (VEO) Contact Center Staffing Support contract, issued by the Department of Veterans Affairs Strategic Acquisition Center Frederick. The amendment updates Section B.3 Price/Cost Schedule to correct inconsistencies with Contract Line Item Numbers (CLINs) 1001, 2001, 3001, and 4001, covering a base year and four option years from February 6, 2026, to February 5, 2031.
The contract includes various staffing support services with optional surge capabilities, such as Contact Center Support, Agents (regular and overtime), Senior Agents, Supervisors, and PMAA (Program Management and Administrative Assistance). The pricing structure includes fixed monthly rates for core services and labor hour rates for optional surge personnel, with not-to-exceed amounts for travel and other direct costs. The total contract value spans multiple years, with varying rates for travel and other direct costs increasing incrementally across the base and option years.
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Other files
| File | Type | Posted |
|---|---|---|
| ATTACHMENT G - CONTRACTOR QUESTIONS_GOVERNMENT RESPONSES v2.xlsx | XLSX spreadsheet | |
| 36C10X25R0032 0003.docx | DOCX document | |
| 36C10X25R0032 0002.docx | DOCX document | |
| ATTACHMENT B - PAST PERFORMANCE REFERENCES UPDATED.pdf | ||
| ATTACHMENT G - CONTRACTOR QUESTIONS_GOVERNMENT RESPONSES.xlsx | XLSX spreadsheet | |
| 36C10X25R0032 0001.docx | DOCX document | |
| ATTACHMENT B - PAST PERFORMANCE REFERENCES.pdf | ||
| ATTACHMENT D - PRICE SCHEDULE.xlsx | XLSX spreadsheet | |
| 36C10X25R0032.docx | DOCX document | |
| ATTACHMENT F - WAGE DETERMINATION 2015-4281.pdf | ||
| ATTACHMENT E - CONFIDENTIALITY OF SENSITIVE INFORMATION.pdf | ||
| ATTACHMENT C - PAST PERFORMANCE QUESTIONNAIRE.docx | DOCX document | |
| ATTACHMENT G - CONTRACTOR QUESTIONS.xlsx | XLSX spreadsheet | |
| ATTACHMENT A - CONTRACTOR RULES OF BEHAVIOR.docx | DOCX document |
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Text version
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)
09-12-2025
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
36C10X25R0032 09-12-2025
X
The purpose of Amendment 0004 is to:
1. Update Section B.3 Price/Cost Schedule to correct inconsistencies with CLINs 1001, 2001, 3001, and 4001.
Please see changes below in red font.
B.3 PRICE/COST SCHEDULE
ITEM INFORMATION
| ITEM NUMBER |
| DESCRIPTION OF SERVICES |
| QTY |
| UNIT |
| UNIT PRICE |
| AMOUNT |
| 12.00 |
| MO |
| __________________ |
| __________________ |
Task 7: Contact Center Support Contract Period: Base POP Begin: 02-06-2026 POP End: 02-05-2027
| NSP |
| NSP |
OPTIONAL Surge (Agents) Contract Period: Base
0002AA
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents) Labor Hour Overtime Rate: TBD Ceiling: 5,000 Hours Hours Utilized: 0 Contract Period: Base
0002AB
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents) Labor Hour Regular Time Rate: TBD Ceiling: 229,640 Hours Hours Utilized: 0 Contract Period: Base
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Senior Agents) Labor Hour Rate: TBD Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Base
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Supervisors)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Base
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (PMAA)
Ceiling: 3,840 Hours Hours Utilized: 0 Contract Period: Base
| 1.00 |
| LT |
| $834,389.00 |
| $834,389.00 |
Travel (NTE)
| 1.00 |
| LT |
| $50,191.95 |
| $50,191.95 |
Other Direct Costs (NTE)
| BASE YEAR TOTAL: |
| $ |
| 12.00 |
| MO |
| __________________ |
| __________________ |
Task 7: Contact Center Support Contract Period: Option 1 POP Begin: 02-06-2027 POP End: 02-05-2028
| NSP |
| NSP |
OPTIONAL Surge (Agents) Contract Period: Option 1
1002AA
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 5,000 Hours Hours Utilized: 0 Contract Period: Option 1
1002AB
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 229,640 Hours Hours Utilized: 0 Contract Period: Option 1
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Senior Agents)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 1
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Supervisors)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 1
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (PMAA)
Ceiling: 3,840 Hours Hours Utilized: 0 Contract Period: Option 1
| 1.00 |
| LT |
| $161,808.00 |
| $161,808.00 |
Travel (NTE)
| 1.00 |
| LT |
| $51,697.70 |
| $51,697.70 |
Other Direct Cost (NTE)
| OPTION YEAR 1 TOTAL: |
| $ |
| 12.00 |
| MO |
| __________________ |
| __________________ |
Task 7: Contact Center Support Contract Period: Option 2 POP Begin: 02-06-2028 POP End: 02-05-2029
| NSP |
| NSP |
OPTIONAL Surge (Agents)
2002AA
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 5,000 Hours Hours Utilized: 0 Contract Period: Option 2
2002AB
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 229,640 Hours Hours Utilized: 0 Contract Period: Option 2
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Senior Agents)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 2
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Supervisors)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 2
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (PMAA)
Ceiling: 3,840 Hours Hours Utilized: 0 Contract Period: Option 2
| 1.00 |
| LT |
| $166,662.24 |
| $166,662.24 |
Travel (NTE)
| 1.00 |
| LT |
| $53,248.63 |
| $53,248.63 |
Other Direct Cost (NTE)
| OPTION YEAR 2 TOTAL: |
| $ |
| 12.00 |
| MO |
| __________________ |
| __________________ |
Task 7: Contact Center Support Contract Period: Option 3 POP Begin: 02-06-2029 POP End: 02-05-2030
| NSP |
| NSP |
OPTIONAL Surge (Agents) Contract Period: Option 3
3002AA
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 5,000 Hours Hours Utilized: 0 Contract Period: Option 3
3002AB
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 229,640 Hours Hours Utilized: 0 Contract Period: Option 3
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Senior Agents)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 3
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Supervisors)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 3
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (PMAA)
Ceiling: 3,840 Hours Hours Utilized: 0 Contract Period: Option 3
| 1.00 |
| LT |
| $171,662.11 |
| $171,662.11 |
Travel (NTE)
| 1.00 |
| LT |
| $54,846.09 |
| $54,846.09 |
Other Direct Cost (NTE)
| OPTION YEAR 3 TOTAL: |
| $ |
| 12.00 |
| MO |
| __________________ |
| __________________ |
Task 7: Contact Center Support Contract Period: Option 4 POP Begin: 02-06-2030 POP End: 02-05-2031
| NSP |
| NSP |
OPTIONAL Surge (Agents Contract Period: Option 4
4002AA
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 5,000 Hours Hours Utilized: 0 Contract Period: Option 4
4002AB
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Agents)
Ceiling: 229,640 Hours Hours Utilized: 0 Contract Period: Option 4
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Senior Agents)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 4
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (Supervisors)
Ceiling: 17,280 Hours Hours Utilized: 0 Contract Period: Option 4
| 1.00 |
| LT |
| __________________ |
| __________________ |
OPTIONAL Surge (PMAA)
Ceiling: 3,840 Hours Hours Utilized: 0 Contract Period: Option 4
| 1.00 |
| LT |
| $176,811.97 |
| $176,811.97 |
Travel (NTE)
| 1.00 |
| LT |
| $56,491.48 |
| $56,491.48 |
Other Direct Cost (NTE)
| OPTION YEAR 4 TOTAL: |
| $ |
| GRAND TOTAL |
| $ |
File details come from the government source that posted it. Updated .