36C24220Q0592 0002.docx

36C24220Q0592 Contract Opportunity Amendment to a Previous Combined Solicitation

PRODUCT SERVICE CODE

SUBJECT

CONTRACTING OFFICE'S

ZIP-CODE

SOLICITATION NUMBER

BASE NOTICE TYPE

RESPONSE DATE/TIME/ZONE

ARCHIVE

DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS

SET-ASIDE

NAICS CODE

CONTRACTING OFFICE

ADDRESS

POINT OF CONTACT

(POC Information Automatically Filled from User Profile Unless Entered)

DESCRIPTION

See Attachment

AGENCY'S URL

URL DESCRIPTION

AGENCY CONTACT'S EMAIL

ADDRESS

EMAIL DESCRIPTION

ADDRESS

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

GENERAL INFORMATION

PLACE OF PERFORMANCE

* = Required Field Contract Opportunity Amendment to a Previous Combined Solicitation R426 ALBANY Switchboard & Info Desk Services (VA-20-00025394)

10468-3904

06-24-2020

12PM

EASTERN TIME, NEW YORK, USA

N

SDVOSBC

561421 Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road Bronx NY 10468-3904 Clifford S. Harrison 130 West Kingsbridge Road Bronx NY 10468

(718) 584-9000 Ext. 4680

Stratton VA Medical Center 113 Holland Ave

Albany NY 11208

USA

https://www.albany.va.gov/ https://www.albany.va.gov/ Clifford.Harrison@va.gov Clifford.Harrison@va.gov

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)

06/18/2020 528-20-3-8863-0009

NONE

36C242 Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road Bronx NY 10468-3904

36C242 Department of Veterans Affairs James J. Peters VA Medical Center Network Contracting Office 2

06-24-2020

X

June 24, 2020 12PM EST

52.212-4(c) Changes

The purpose of this amendment is the answer questions, perform revisions to the solicitation and extend the closing date to June 24, 2020 at 12PM for the submissions of the Albany Switchboard solicitation.

Clifford S. Harrison Contracting Officer

1. Can the call center provide services via remote secure system with our current Call Center Facility which is in accordance with HIPAA regulations?

The service determines this will not be acceptable everything must be performed on site.

1. Which position of the call center personnel is required to be on-site at the Albany NY campus?

The service determines it would be best to have all personal to include the project manager to be located on-site for this base plus four contract.

1. What are the Hours of Operation for each shift? One of the staffing shift is 3PM to 7AM, a total of 15hours.

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

1. What is the period of performance for the life of the contract?

Please take a look at section B2 the price schedule has been modified please see the period of performance below:

1. Are there any contract employee that are a recommend hire on the current contract?

The Contractor offeror all current employees the first right of refusal.

1. Section B.2, pg. 10. CLIN 0003 For Management Services, the pricing table indicates that there are 168 hours allotted for Management Services per week. Can the Government confirm if this is per week or per month? How many hours per month should be assigned to Management Services CLIN?

The price schedule in section B.2 has been updated to reflect units per week for all Staff. Please See new Price Schedule located on page 5 of the updated solicitation. The base year only reflects 2 months. Each option year reflect 12 months.

CLIN

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. Section B.2. pg 10. CLIN0005 CLIN0005. Overhead and Profit. Are the rates for CLIN 0001, 0002, and 0003 to be burdened through fringe, and the overhead, G&A and fee included in CLIN 0005 for the all of CLIN 0001 thru 0004?

The Fringe should be included in the hour rate in Clin 0001 – 0003. The overhead profits and fee should be include in Clin 0005.

1. Section B.3, C.1.b,c, pg. 14 If the PM is absent for more than one 8-hour shift, does the stand-in PM need to be present onsite? Also, does this stand-in PM need to meet the same qualifications as the primary PM?

The service requires the standing program manager be present on site. The stand program manager can be the lead operator.

1. Section B.3, G.2, pg. 18 “The contractor shall furnish headsets of a quality compatible with the Government-owned telephone equipment.” Can the Government provide specific standards of quality for headsets, including the necessary ports necessary to connect to systems utilized by the Government?

The heads must be compatible with Lecent Technology phone operating system.

1. Section B.3, H, pg. 19 Is there a defined schedule for the PM position? If there is not a defined schedule, are there required core hours that the PM must be on-site?

The government have established there is a defined schedule requested for the program manger position. The service is requesting the PM be on site at 7AM – 3:30M Monday – Friday.

1. Section E.2 52.216-1,pg 48 The Government contemplates award of a Firm Fix Price contract resulting from this solicitation.” If this is a Firm Fixed Price contract, why is CLIN 0005 required? The contractor should only be required to provide fully burdened rates for CLIN 0001, 0002 and 0003. Please clarify.

CLIN 0001 through CLIN 0003 are for the labor rates for the services to be performed. No other costs can be included in these. Therefore, if you want to properly charge for materials used, profit, overhead or G&A, then you must do so in separate CLIN by law. However, if you wish to not charge the government for these we are in agreement with that.

1. Section E.5, 52.212-2 1.B, pg. 50 “The contractor shall be a firm regularly engaged in switchboard operation services, telephone answering services, and information desk services, hereinafter referred to as switchboard services. Their expertise and experience shall be of such extent as to provide them the knowledge of procedures switchboard operators for a hospital/healthcare setting.” We request that this be altered to say, “Their expertise and experience shall be of such extent as to provide them knowledge of procedures switchboard operators utilize in a hospital/healthcare setting or provide a reasonable expectation of being successful providing switchboard operations in a hospital/healthcare setting.”

The government agrees with this change in this paragraph. “Their expertise and experience shall be of such extent as to provide them knowledge of procedures switchboard operators utilize in a hospital/healthcare setting or provide a reasonable expectation of being successful providing switchboard operations in a hospital/healthcare setting.”

1. General Please provide the contract number and the company name for the incumbent contractor.

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Section E.f, Business Associate Agreement, p4 The instructions say to provide a “Signed Business Associate Agreement from Section D - Contract Documents, Exhibits, or Attachments.”

Question: Section D does not contain a Business Associate Agreement. Should this be deleted from the proposal requirements?

A Business Associate Agreement is necessary for this solicitation. This Business Associate Agreement has been added in section D of this solicitation.

1. Section E.5, p49 Factor (1) Technical Capability, paragraph b. CONTRACTOR EXPERIENCE appears to be redundant with Factor (2) Past Performance.

Question: Please clarify the intent of those two Factors.

Factor 1 paragraph b contractor experience is what the contractor has performed in the arena for previous work. Factor 2 is the rating of their performance in completion of the jobs performed.

1. Section E.5(a)(1)b, Contractor Experience, p49 The evaluation criteria state bidders must have “regularly engaged in switchboard operation services...”

Question: Would the Government please confirm that past performance with Telephone answering services, such as patient appointing services, in a federal medical healthcare setting would qualify as relevant?

The contractor personnel must have experience with Switchboard or other call routing devices.

1. Section B.3.H. Hours of Operation, p19 The shifts include Evening Shift (3pm – 11 pm) 1 operator and Night Shift (3pm – 7am) 1 operator.

Question: Should the Night Shift hours be 11pm - 7am (after the evening shift) instead of 3pm - 7am?

Question: Are holidays for the information desk personnel the standard 10 federal holidays?

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

The government has decided the information desk services may be utilized for more then 10 federal holidays. In the past several presidents have granted the day Christmas off, and because if this any addition holidays grant Albany will be needing coverage for the facility.

1. Section E.5(a)(1)c, Key Personnel, p50 “Contractor shall provide the key personnel and their function on this requirement.”

Question: Please identify key personnel.

Question: Are key personnel names and a general overview of key personnel experience requested, or are formal resumes required? If resumes, are they included in the page count?

The key personnel are all individuals performing a function under this requirement. All personnel should be listed using names (first, last) title, position in the company & role performed for this requirement. This information must be provided for employees prime and subcontractors.

1. Section E.5(a)(1)c, Key Personnel, p50 “Contractor must provide performance plan to meet the requirement and who will be responsible for performing what tasks.”

Question: Is the performance plan included in the page count?

The performance plan is not included in the performance plan page count.

1. Section C.4, Automobile liability insurance, p28 Question: Please confirm that automobile liability insurance is a contract requirement.

No automobile liability insurance will be utilized for this requirement.

1. Section B.3.C, Contractor Personnel, p8 Do any contract positions include any physical requirements or limitations to perform the work?

The government is unaware of any physical requirements needed to perform this service.

1. Section E.5(a)(1)b, Contractor Experience, p50 Generally, the principals of the company shall have had approximately three years successful experience in performing switchboard services.”

Question: By principal do you mean project manager?

Question: Does this requirement mean experience as a corporate program manager providing corporate oversight of a contract? Or does this requirement mean on-site, hands-on experience in a functional position in a call center?

The service is requesting the Project Manager have a minimal of 3 years’ experience if this field. This requirement means on-site, hands-on experience in a functional position in a call center?

1. Section B.3.C.4.b, Telephone Operator Qualifications, p16 “PM must not allow new personnel to perform duties alone until he/she has received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty.”

Question: Please confirm this requirement is equivalent to 14 8-hour shifts.

Question: What is meant by “each tour of duty”?

The government is in agreeance all new personnel must received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty, which is equivalent to four-teen (14) eight (8) hour shifts, each tour is a different shift.

1. Section E.1.d, p4, Subcontracting Plan Question: Is If the prime offeror or entire team is an SDVOSB, is a subcontracting plan required?

The subcontracting plan does not exist in Section E.1.d, No, subcontracting will be required for this requirement.

1. How many operators and supervisors are currently working at Stratton Veterans Administration Medical Center?

This contract will be a new contract that needs to implemented by August 1, 2020. Contracting is not knowledgeable of the quantity of operators and supervisors located and the Stratton Veteran Affairs Medical Center.

1. The period of performance of the base period (08/1/2020 - 09/30/2020) is 8 weeks and 5 days. In the price schedule CLINs 0001 and 0002 have 13 WKs. What is the correct number of WKs for the base period?

Please excuse the typo the Contracting department decided to utilize a more updated price schedule, which was provided during June 5 amendment. This new price schedule would allowed contracting to see each Clin breakdown. Which would help contracting to understand the cost of each Clin. Please see section B2 of the updated solicitation.

1. The period of performance of the option 1 period (10/1/2020 - 06/30/2021) is 39 weeks. In the price schedule CLINs 1001 and 1002 have 52 WKs. What is the correct number of WKs for the option 1 period?

Please take a look at section B2 the price schedule has been modified please see the period of performance below:

1. The Management Services CLINs in the Price Schedule form have a '# of Units' of 1 WK per period (base and 4 options). Should the Management Services CLINs in the pricing schedule have a '# of Units' value equal to the number of weeks in the period? Or should the Management Services CLIN be a JB?

Please use the updated price schedule provided in the modified solicitation.

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. In the price schedule should the project manager be itemized with CLIN 0001, 0002, or 0004?

Please use the updated price schedule provided in the modified solicitation. With the new price schedule provided the PM is located in CLIN 0003 (Management Services).

1. On Page 34 of the RFQ FAR 52.222.42 - Does the Monetary Wage-Fringe Benefits $15.71 per hour include fringe benefits? The wage determination included with the RFQ packet (2015-4143.txt) has $15.63 with a fringe benefits of $4.22 per hour for switchboard operator.

Both rates have been modified to reflect application of executive order 13706. Please see the new rates applied to Section E 52.212-5.

1. B.2, Base Period (p6) and B.2A (p7) Section B.2 states the base year runs from 8/1/2020 to 9/30/2020.

B.2.A. states a 6-month base period.

Question: Please clarify the base year contract period.

The base year Period of Performance is two (2) months. It will start August 1 ,2020 – September 30, 2020.

1. B.3, page 15 The page is headed “B.3 STATEMENT OF WORK” Question: Please confirm the Statement of Work begins on page 7 and ends on page 14.

Due to formatting issues the Statement of Work title was out of place. On the new modified Statement of Work it is now located in section B.3, which starts on page 8 of the solicitation.

1. Section E, E.1 and references to FAR 52.212-1 Section E refers to FAR Clauses for “Commercial Items.” However, these services do not appear to fit the definition of “Commercial Items” as presented in FAR 2.1, 2.101.

Question: Please confirm your intent to procure these services as “Commercial Items” and NOT in accordance with “52.215-1 - Instructions to Offerors - Competitive Acquisition.”

This requirement is a commercial item requirement and will be treat as such. The government will be following FAR 2.101 Commercial item means “Commercial item means (5) Installation services, maintenance services, repair services, training services, and other services if-

(i) Such services are procured for support of an item referred to in paragraph (1), (2), (3), or (4) of this definition, regardless of whether such services are provided by the same source or at the same time as the item; and (ii) The source of such services provides similar services contemporaneously to the general public under terms and conditions similar to those offered to the Federal Government; (6) Services of a type offered and sold competitively in substantial quantities in the commercial marketplace based on established catalog or market prices for specific tasks performed or specific outcomes to be achieved and under standard commercial terms and conditions. For purposes of these services-”.

1. Section E.5 Factor (1) Technical Capability, paragraph b. CONTRACTOR EXPERIENCE appears to be redundant with Factor (2) Past Performance.

Question: Please clarify the intent of those two Factors.

Factor 1 paragraph b contractor experience is what the contractor has performed in the arena for previous work. Factor 2 is the rating of their performance in completion of the jobs performed.

1. Section E.1 p39;

Section E.1 p43;

Section E.5 p45 All three referenced sections contain proposal instructions, but the instructions differ.

Question: Please identify the applicable Instructions to Offerors and Evaluation Criteria.

Please follow the proposal instructions to offerors in section E1. 52.212-1.

1. Section E.5, Contractor Experience The evaluation criteria state bidders must have “regularly engaged in switchboard operation services...”

Question: Would the Government please confirm that past performance with Telephone answering services, such as patient appointing services, in a federal medical healthcare setting would qualify as relevant?

The government is in agreeance with a telephone operator has had past experience this would qualify him/her as having experience.

1. Section C.H. Hours of Operation, p13 The shifts include Evening Shift (3pm – 11 pm) 1 operator and Night Shift (3pm – 7am) 1 operator.

Question: Should the Night Shift hours be 11pm - 7am (after the evening shift) instead of 3pm - 7am?

Question: Are holidays for the information desk personnel the standard 10 federal holidays?

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

The government has decided the information desk services may be utilized for more then 10 federal holidays. In the past several presidents have granted the day Christmas off, and because if this any addition holidays grant Albany will be needing coverage for the facility.

1. Section E.5.c, p45, Key Personnel “Contractor shall provide the key personnel and their function on this requirement.”

Question: Please identify key personnel.

Question: Are key personnel names and a general overview of key personnel experience requested, or are formal resumes required? If resumes, are they included in the page count

The key personnel are all individuals performing a function under this requirement. All personnel should be listed using names (first, last) title, position in the company & role performed for this requirement. This information must be provided for employees prime and subcontractors.

1. Section E.5.c, p45, Key Personnel “Contractor must provide performance plan to meet the requirement and who will be responsible for performing what tasks.”

Question: Is the performance plan included in the page count?

The performance plan is not included in the performance plan page count.

1. Section C.2, pg. 22 - Automobile liability insurance Question: Please confirm that automobile liability insurance is a contract requirement

No automobile liability insurance will be utilized for this requirement.

1. Section E.1.f.2.i.a, p40, proposal submission requirements “If it [the proposal] was transmitted through an electronic commerce method authorized by the solicitation, it was received at the initial point of entry to the Government infrastructure not later than 5:00 p.m. one working day prior to the date specified for receipt of offers…” Question: Please confirm the due date for the electronic proposal is Monday, June 22, 2020 by 12:00 pm local time as identified on the SF 1449?

The due date for this requirement has been decided for June 22, 2020 at 12PM EST. Any proposal submitted after this time frame will be rejected.

1. Section B.2.C. Contractor Personnel, p8 Do any contract positions include any physical requirements or limitations to perform the work?

The government is unaware of any physical requirements needed to perform this service.

1. Section E.5.1.b, Contractor Experience, p45 “Generally, the principals of the company shall have had approximately three years successful experience in performing switchboard services.”

Question: By principal do you mean project manager?

Question: Does this requirement mean experience as a corporate program manager providing corporate oversight of a contract? Or does this requirement mean on-site, hands-on experience in a functional position in a call center?

The service is requesting the Project Manager have a minimal of 3 years’ experience if this field. This requirement means on-site, hands-on experience in a functional position in a call center?

1. Section C.4.b, Telephone Operator Qualifications, p10 “PM must not allow new personnel to perform duties alone until he/she has received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty.”

Question: Please confirm this requirement is equivalent to 14 8-hour shifts.

Question: What is meant by “each tour of duty”?

The government is in agreeance all new personnel must received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty, which is equivalent to four-teen (14) eight (8) hour shifts, each tour is a different shift.

1. Section E.1.d, p43, Subcontracting Plan Question: If the prime offeror or entire team is an SDVOSB, is a subcontracting plan required?

This section does not refer to a subcontracting plan at this threshold a subcontracting plan is required.

1. Can the Government please provide Incumbent Name and Incumbent Contract value, if they are at liberty to provide?

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Could you please confirm if resumes are required for this contract to submit along with the proposal? If yes, for which positions, resumes are required? If Resumes are included in page count or not?

Service states if there is a page just a general overview would be accepted

1. Can the Government please provide number of Full time Equivalents (FTE’S) and Part time Equivalents (PTE’S) for this Contract?

This information requested is provide in the Statement of Work.

1. Can the Government please specify if Letters of Commitment are required or not?

Letter of commitment are not required for this requirement.

1. Can the Government please provide the current total contract life cycle value?

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Can the Government please specify whether there is any personnel security clearance required or not if required please specify which security clearance and it is applicable for all Employees?

All personnel assigned under this upcoming contract will need a background check.

1. Can the Government please specify period of performance is this contract 6 months base +4 option years(page 7 of 64 in 36C24220Q0592.doc) or 1-month base +4 option years (page 5 of 64 in 36C24220Q0592.doc)?

1. Can the Government please clarify that Project managers also performs dual hatted as Lead telephone operator?

The government insists Project Manager and Lead Telephone operations are separate and unique functions.

1. Can the Government please provide the Shift timings for the Telephone Operators and information Desk staff?

Please see schedule provided below the government plan on follow this schedule:

Day Shift (7am – 3pm) 1 operator Overlap Shift (8am – 4pm) 1 operator Overlap Shift (9am – 5pm) 1 operator Evening Shift (3pm – 11 pm) 1 operator Night Shift (11pm – 7am) 1 operator

1. Can the Government please specify that in the price schedule table WK Units and JB units meaning?

Please use the updated price schedule provided in the modified solicitation.

CLIN

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. Can the government please provide the Past Performance Reference Format as in evaluation Government have mentioned to include the 3 past performance references?

The Past Performance Questionnaire (PPQ) will be attached.

See attached document: PP Questionaire.

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

561-19-1-6474-0002

05-29-2020 Clifford Harrison

718.584.9000 EXT.4680

06-22-2020

12PM

36C242 Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road

914 937-4400 X2058

561421 $16.5 Million

NET 30

N/A

Department of Veterans Affairs New Jersey Healthcare System East Orange Campus 385 Tremont Avenue East Orange NJ 07018-1023 36C242 Department of Veterans Affairs James J. Peters VA Medical Center Network Contracting Office 2

Tungsten Network http://www.tungsten-network.com/us/en /veterans-affairs

See CONTINUATION Page The Contractor shall be required to provide all personnel, supervision and other services necessary to perform Telecommunication Specialist (Switchboard Operator) services at the Department of Veterans Affairs, (VA), Stratton Health Care System, 113 Holland Avenue, Albany NY 12208 Campus.

Contracting Officer: Clifford S. Harrison Phone: 718.584.9000 EXT.4680

COR: Thomas Martone Phone: (518)626-6795

Please complete Price Schedule located in section B.2 on page 05.

See CONTINUATION Page

Clifford S. Harrison Contracting Officer

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer:

718.584.9000 EXT.4680

CLIFFORD.HARRISON@VA.GOV

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

3. INVOICES: Invoices shall be submitted in arrears:

4. 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 Network http://www.tungsten-network.com/us/en https://www.albany.va.gov/ ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 PRICE SCHEDULE

Total

OPTION 1: 10/1/2020- 09/30/2021

Total

OPTION 2: 10/1/2021- 09/30/2022

Total

OPTION 3: 10/1/2022- 09/30/2023

Total

OPTION 4: 10/1/2023- 09/30/2024

TOTAL

CONTRACT TOTAL

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

B.3 STATEMENT OF WORK

A. Background: Stratton Veterans Administration Medical Center, located at 113 Holland Ave, Albany NY 12208 is requesting all personnel, supervision and other services necessary to perform the operation of all telephone switchboard and facility Information Desk activities. Contract is requested for a 2-month base and 4 full option years (12months each).

B. SCOPE OF WORK

1. The Contractor shall be required to provide all personnel, supervision and other services necessary to perform work required for the following:

a. Operation of all telephone switchboard activities at this Medical Center (Stratton VA Medical Center, Albany). The contractor shall perform to the standards expressed in the contract.

b. The work required by this specification consists of providing switchboard services for the effective operations of this facility. Telephone operators will use three Avaya 302c electronic telephone attendant consoles to process incoming and outgoing telephone calls. All calls will be completed in a timely, courteous and efficient manner. Contractor employees are required to assist in placing outgoing local, long distance, and international calls using the commercial system, to include Sprint, Verizon, PaeTac, and any other commercial phone service providers as necessary to conduct the daily activity at this Medical Center.

c. The work required by this specification consists of providing 24 hour coverage for telephone switchboard services, 7 days a week, including all holidays

d. The contractor shall be responsible for providing back-up coverage for unexpected staff absence. There should be no time when this operation does not have adequate staffing coverage.

e. The contractor shall be responsible for the implementation of and adherence to various procedures as dictated by the Standard Operating Procedures (SOP) in place at this hospital. The contractor will be required to follow all established rules and regulations for the processing of calls on these networks and maintain the appropriate logs/records related to these calls in accordance with VA Policy.

f. Operators will use the public address, radio paging, Motorola two-way radio systems, and digital pagers to relay messages, make announcements, and implement various procedures as dictated by Telecommunications Directives in place at this medical center. A computerized file is kept of all inpatients and can be accessed by using equipment supplied by this facility. Supporting rosters of patients and employees are available as locator information sources as well.

2. Operation of facility Information Desk activity at this medical center. The contractor shall perform to the standards expressed in the contract.

a. The work required by this specification consists of providing informational services to veterans, visitors, employees and others entering or within the facility. All requests for information/direction will be completed in a timely, courteous and efficient manner as necessary to conduct the daily activity at this Medical Center.

b. The work required by this specification consists of providing coverage at the Information Desk M-F, 7a-7p and Sa-Su, 8a-6p.

c. The contractor shall be responsible for providing back-up coverage for unexpected staff absence. There should be no time when this operation does not have adequate staffing coverage.

d. The contractor shall be responsible for the implementation of and adherence to various procedures as dictated by the Standard Operating Procedures (SOP) in place at this hospital. The contractor will be required to follow all established rules and regulations for the processing of requests and maintain the appropriate logs/records related to these requests in accordance with VA Policy.

3. All references to locations of rooms, building, or functions are for informational purposes only. Such references do not necessarily indicate that functional designations or locations which may affect this contract and which require permanent changes in staffing requirements, and/or revenues will be coordinated by the Contracting Officers Representative (COR) and Contracting Officer (CO) prior to initiation of such change to assure adequate contractual coverage. The COR is defined as a government employee who will serve as the Contracting Officer’s representative to ensure adequate performance for the government.

4. Established services, functions, programs, staffing patterns, and hours and days of operation should not be altered without prior written approval of the Contracting Officer. Any changes to requirements of this contract will be negotiated under the Changes Clause.

C. CONTRACTOR PERSONNEL

1. Project Manager

a. The Contractor shall assign an on-site Project Manager (PM) for the purposes of supervising and training the contractor personnel and ensuring compliance with all provisions of this contract. The PM shall be available by telephone and contractor-provided digital pager to contract staff during regular working hours and after regular working hours for any problems that may occur including staffing problems. The PM shall respond within one hour after receipt of call.

b. When the PM plans to be absent for more than one 8-hour shift, the Contractor shall notify the COR in writing or by Electronic Mail of who will be the stand-in representative during his/her absence. The stand-in shall be fully qualified to assume the PM duties as prescribed in this contract.

c. When the PM is absent for more than three consecutive working days, the Contractor shall provide replacement PM during the absence. The COR shall be notified in advanced, in writing, of this substitution.

2. Staff

f. Personnel rosters: Current written rosters of all regular and alternate personnel will be provided to the COR. This will include the primary PM and his/her alternate(s). Personnel not listed will not be allowed to work in the medical facility.

3. Training – No contractor personnel shall be assigned to work under the contract until initial orientation and training as specified in Contractor’s procedures manual, and special instructions from the COR are completed. Special instructions from COR include:

a. The Government shall provide the following orientation to the contractor personnel: A one-hour orientation will be provided to familiarize contractor personnel with the attendant’s console. The Government will provide a one-day general orientation to contractor personnel to familiarize them with the different services in the medical Center. VA personnel will be available to answer questions of contractor personnel following general orientation. The COR will meet with the PM as necessary to discuss problems encountered and offer assistance and recommendations for the solution of such problems.

b. The Contractor must ensure that its employees are aware of the hazards (infectious disease, tuberculosis, blood borne pathogens, etc.) that are part of the nature of working in a medical center with the wide variety of patients treated. The contractor shall ensure that its employees understand the importance of practicing good fire and safety working practices. The contractor must ensure that all employees are trained in and adhere to all applicable privacy and information security laws and directives including:

- Privacy Act, 5 U.S.C. 552a

- Title 38 United States Code - Veterans Benefits Section 5701, Confidential Nature of - Claims

- Title 38 United States Code 7332

- Title 38 United States Code 5705

- Title 38 Code of Federal Regulations*

- OMB Circular A-130*

- Standards for Privacy of Individually Identifiable Health Information (HIPAA Privacy - - Rule 45 CFR Parts 160 and 164)*

- Health Insurance Portability and Accountability Act of 1996 (HIPAA), Public Law 104- 191, included Administrative.

The contractor shall maintain a roster of personnel who have completed training for these hazards.

4. Qualifications

a. Project Manager Qualifications: Project Manager must have had at least two years telephone operating experience, of which one year involved substantial responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge of organization, and must have had one or more year of experience of supervising, which involved organizing, directing training and controlling a staff. Must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service. The ability to communicate, comprehend, use correct grammar and pronunciation, and understand instructions, as well as to write legibly, is required.

b. Telephone Operator Qualifications: Telephone operator must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization. Operators must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions. PM must not allow new personnel to perform duties alone until he/she has received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty.

c. Information staff qualifications: Information staff must be able to effectively communicate, meet and deal with people from a variety of backgrounds with varying levels of understanding and concerns. They must be able to work under pressure and stressful conditions and adapt to changing work conditions. They must be thoroughly familiar with the facility layout and various Department operations and should receive one full week of OJT.

D. QUALITY CONTROL

1. The Contractor shall have a quality control program to assure the requirements of the contract are provided as specified. A copy of the plan is to be provided to the Contracting Officer. Any changes to this basic Quality Control Plan must be submitted to the Contracting Officer as changes occur. The plan shall include, but not be limited to, the following:

a. An inspection system covering all services listed. It must specify the areas to be inspected on either a scheduled or unscheduled basis, how often inspections will be accomplished, and the title of the individual(s) who will perform the inspection.

b. The methods of identifying and preventing deficiencies in the quality of services performed before the level of performance becomes acceptable.

2. The contractor shall maintain complete records of the inspections and corrective actions taken and shall provide this information to the Government on request.

E. QUALITY ASSURANCE SURVEILLANCE PLAN

1. The government shall monitor and evaluate the contractor’s performance using a combination of assessment and surveillance methods. These may include, but are not limited to:

2. Performance Evaluation Meetings. The PM shall meet with the COR on a regularly scheduled basis to discuss and evaluate performance.

a. The issuance of a Contract Discrepancy Report (CDR) may be cause for scheduling of a meeting of the PM, CO, and the COR. A mutual effort will be made to resolve all problems identified. The Government will prepare written minutes of this meeting. Minutes of these meeting will be signed by the PM, CO and COR.