36C24220Q0920.docx

36C24220Q0592

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

526-21-1-533-0001

36C24220Q0920 09-15-2020 Clifford S. Harrison

718.584.9000 Ext.4680

10-06-2020 12pm 36C242 Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road Bronx NY 10468-3904 914 937-4400 X2058

X

561421 $16.5 Million

NET 30

N/A

Department of Veterans Affairs James J. Peter 130 West Kings Bridge Road

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

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

See CONTINUATION Page The Contractor shall be required to provide all personnel & supervision for the Switchboard Service requirement. This service is for the Department of Veterans Affairs (VA), for the James J. Peters Medical Center.

Point).

Please complete Price Schedule located in section B.2 on page 06.

See CONTINUATION Page

Clifford 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

CLIN

Total

OPTION 1: 12/1/2021- 11/30/2022

Total

OPTION 2: 12/1/2022- 11/30/2023

Total

OPTION 3: 12/1/2023- 11/30/2024

Total

OPTION 4: 12/1/2024- 11/30/2025

TOTAL

CONTRACT TOTAL

B.3 PERFORMANCE WORK STATEMENT

VA-243-10-RQ-0633

The Contractor shall be required to provide all personnel, supervision, and other services necessary to perform the work required by the solicitation, except for those items and services specifically identified in Part IV as Government-furnished. These technical provisions require work to be accomplished at The James J. Peters VAMC; Bronx, NY under the jurisdiction of the Medical Center Director as specified herein. The contractor shall perform to the standards expressed in the solicitation.

(1) The work required by this specification consists of providing switchboard services for the effective operations of this facility. Telephone operators will use NEC NERX 2400 SN16 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 and long distance calls, using the commercial system, to include, Bell system, U.S. Sprint, AT&T, MCI and any other commercial phone service providers as necessary to conduct the daily activity at this Medical Center. Operators are also required to use the Federal Telephone Service (FTS) Network as per Department of Veterans Affairs guidelines to conduct Medical Center business.

(2) The work required by this specification consists of 8 operators and 1 supervisor who will be providing 24 hour coverage for telephone switchboard services, 7 days a week.

(3) Information Services will be provided. Operators will use the Public Address, Radio Paging and two-way radio systems to relay messages, make announcements, and implement various procedures as dictated by Telecommunications Directives in place at this hospital. A computerized file is kept of all inpatients and can be accessed by using CRT equipment supplied by this facility. Supporting rosters of patients and employees are available as locator information sources as well. The work required by this specification consists of providing 24-hour coverage for telephone switchboard, 7 days a week.

a. 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 Technical 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 technical representative to ensure adequate performance for the Government.

b. Established services, functions, programs, staffing patterns, and hours and days of operation should not be altered without prior written approval of the CO.

PERSONNEL

a. Project Manager:

(1) The Contractor shall provide off-site management for the purposes of supervising and training the contractor personnel and ensuring compliance with all provisions of this contract. The contractor shall be available by telephone and contractor provided digital pager to operators during working hours for any problems which may occur including staffing problems. The contractor shall respond within one hour after receipt of call.

b. Employees.

(2) The selection, assignment, reassignment, transfer, supervision, management and control of contractor employees in performance of this work statement will be the responsibility and prerogative of the contractor. However, the contractor shall comply with the general intent and specific policies set forth in the performance work statement, concerning conduct of employees as referenced herein. When the Government directs, the contractor shall remove from performance on the contract any person who is identified a potential threat to the health, safety, security, general well being, or operational mission of the activity and its population.

(3) The contractor shall not employ any person who is an employee of the United States Government, if the employment of that person would create a conflict of interest.

(4) Contractor's personnel shall wear VA-provided identifications badges, which shall include employee's name and company name, throughout tour of duty.

(5) Drinking and eating will be permitted in designated areas as indicated by the COR. Smoking will not be permitted in the building, but designated smoking areas will be identified to the PM by the Government COR.

(6) 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.

b. 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 or his/her designee are completed. Special instructions from COR include:

(1) 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. At the end of the first and second weeks of the phase-in period, the COR or his/her designee will be available on a Friday of each week to meet with the PM to discuss problems encountered and offer assistance and recommendations for the solution of such problems.

(2) Contractor Qualifications: Contractor must demonstrate the ability to manage telephone operator booth at the James J. Peters, VA Medical Center Bronx, NY site of which involves substantial responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings. Contractor must demonstrate the ability to perform operator work which requires a knowledge of organization, and must have had one or more years of experience of supervising, which involved organizing, directing training and controlling a staff The operator 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.

(3) 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. Contractor must not allow new personnel to perform duties alone until he/she has received at least one full 5-day week of On-The-Job Training (OJT) on each tour of duty.

QUALITY CONTROL

a. Following award, but not later than the pre-performance conference, the Contractor shall have a quality control program to assure the requirements of the contract are provided as specified. Any changes to this basic Quality Control Plan must be submitted to the Contracting Officer on the start date and as changes occur. The plan shall include, but not be limited to, the following:

(1) An inspection system covering all services listed on the Performance Requirement Summary, Exhibit 1. It must specify the areas to be inspected on either a scheduled or unscheduled basis, how often inspections will be accomplished, or the title of the individual(s) who will perform the inspection.

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

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

QUALITY ASSURANCE

a. The Government will monitor the Contractor's performance under this contract using the methods of surveillance specified in the Performance Requirements Summary.

b. Performance Evaluation Meetings. The PM shall meet with the COR on a monthly basis. A specific time and place will be established by the contractor and the COR and the pre-proposal conference.

c. 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. Should the PM not concur with the minutes and action taken at the meeting, he/she will state in writing to the CO any areas wherein he/she does not concur and explain the reason(s) for nonoccurrence. The CO will notify the PM in writing of his final decision. A dispute over the CO's decision will be handled in accordance with the Disputes Clause in this solicitation.

GOVERNMENTS DETERMINATION OF RESPONSIBILITY

Prior to award, the CO will contact the prospective contractor to determine the contractor's financial and technical capability to perform. The contractor shall provide a management official with adequate knowledge of the company to represent the firm at the meeting with CO and COR. The CO will ask the prospective contractor to provide any necessary information five (5) days prior to the meeting in writing. Among those items to be considered will be the following:

a. Record of past performance and experience.

b. Ability to obtain the necessary resources, including evidence that the contractor can provide a labor force.

c. Record of integrity and business ethics.

d. Ability to comply with performance schedule as required by the solicitation.

e. Evidence of ability to provide training to employees and provide quality assurance for services to be performed. This evidence may include the Contractor's basic manual for his/her own operation, which may include methods, procedures and standards of performance.

CONTRACTOR'S POST AWARD RESPONSIBILITIES

The following information will be submitted to the Contracting Officer in writing no later than two weeks prior to starting the work:

a. Start-up and phase-in schedule;

b. Letters of intent and resume for the PM;

c. Procedures manual for this contract;

d. The role of the PM and the extent of his/her authority;

e. Organizational and functional charts reflecting line of management responsibilities;

f. Personnel rosters;

g. Plans and management procedures for logistical and administrative support of all functions, that is, Contractor-furnished supplies and equipment and procedures for timely payment of personnel;

h. Quality Control Plan.

GOVERNMENT SUPERVISION: The contract is under the direction of the CO and COR. The Contracting Officer shall advise the contractor in writing of the extent of the COR's authority and limitations.

CORRESPONDENCE

All correspondence relative to this contract shall bear the VA contract number, title of SOW, and name and location of the medical facility and shall be addressed to the CO, with copies sent to the COR.

BUILDING SECURITY

a. Keys: The Government will provide the Contractor with keys to allow access to rooms required to be assessed in order to fulfill provisions of this contract.

b. The contractor and COR shall periodically perform an inventory of all keys assigned to the Contractor (at least every three months and at the end of the contract period). Any expenses incurred for lost keys or replacement door locks as a result of Contractor personnel negligence shall be accomplished by the Government at a cost to the Contractor. The Contractor will notify the COR of any lost or suspected lost key(s) within 24 hours. It is the responsibility of the Contractor to prohibit the use of keys issued by Government by any persons other than the Contractor's employees.

CONSERVATION OF UTILITIES

a. Mechanical equipment controls for heating, ventilation and air conditioning systems may be adjusted by personnel in Switchboard area.

b. Water faucets shall be turned off after use.

SAFETY AND FIRE PREVENTION Government Owned Contractor Operated (GOCO) Only

a. The Chief, Engineering Service is the designated VA Safety Officer for this Contract and is responsible for the enforcement of all safety regulations as they apply to the safety of VA and Contractor employees, visitors, and patients. Violations will be submitted to the Contractor for immediate corrective action. If corrective action is not instituted promptly, a copy of the COR's report will be forwarded to the Department of Labor. These inspections do not relieve the Contractor from full compliance with the Contractor's responsibilities.

b. In the performance of this contract, the Contractor shall take such safety precautions as necessary to protect the lives and health of occupants of the building.

c. Prior to Contractor occupancy, a joint inspection by the VA and the Contractor will be made and documented. The Contractor will not be held responsible for deficiencies which predate occupancy of the area and are documented. The Contracting Officer may hold the Contractor responsible for future deficiencies.

d. The Contractor shall comply with the Federal, State and local safety and fire regulations and codes identified in the Publications Section of this solicitation as mandatory.

HOURS OF OPERATION

Business hours for switchboard operation are 24 hours per day, seven (7) days per week, including Federal Holidays, and will remain unchanged unless the CO determines otherwise. Should this occur, the CO will initiate a change in accordance with the Changes Clause Monday through Friday - Hours of work are as follows:

Day Shift (8:00 am - 4:30 pm) _ Operators Afternoon Shift (4:00 pm — 12:30 am) _Operators (Midnight — 8:30 am) _Operators

Weekend and Holidays - Hours of work are as follows:

Day Shift (8:00 am - 4:30 pm) _ Operators Afternoon Shift (4:00 pm — 12:30 am) _ Operators 2 Operators Midnight Shift (Midnight — 8:30 am) _Operators

PART II- DEFINITIONS

Definitions as used throughout this (sow) shall have the following meanings:

2.1. ACCEPTABLE QUALITY LEVEL (AQL) The maximum percent of defective work, the maximum number of defects per shall have the following meanings hundred units or number of defects, that will be allowed before work is considered unsatisfactory. M AQL does not imply that the Contractor may knowingly perform in an unsatisfactory way. It implies that the Government recognizes that when unsatisfactory performance does not exceed the AQL, the service will not be subject to payment reduction by the Government. The Contractor, however, must correct all unsatisfactory work unless excused by the COR.

2.2. CONTRACTING OFFICER (CO): The person with the authority to enter into, administer, and/or terminate contracts and make related determinations on behalf of the Government.

2.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR): The Government person responsible for checking Contractor on site performance.

2.4. LONG DISTANCE CALLS: Non FTS calls placed over the commercial network.

2.5. QUALITY CONTROL: Those actions taken by a Contractor to control the productions of goods or services so that they will meet the requirements of the PWS.

2.6. QUARTER: A three month period of time, (i.e., October, November and December equals one quarter of the Fiscal Year).

2.7. PROGRAM MANAGER: The contractor's representative having supervisory responsibility and authority for total performance of work under the contract.

2.8. OFFICIAL TELEPHONE: A telephone used in connection with official business, the cost of which is paid by the Government.

2.9. PRE-AWARD SURVEY: A performance and financial review of bidder information to help the Government ensure that it awards the contract to a responsible bidder.

2.10. PROCEDURES MANUAL: A Contractor written document describing in detail the methods and standards normally used to accomplish tasks required by the contract.

2.11. QUALITY ASSURANCE: Those actions taken by the Government to check goods or services to determine that they meet the requirements of the PWS.

2.12. STANDARD: An acknowledged measure of comparison.

2.13. START DATE: The date work under this contract is scheduled to begin.

2.14. PERFORMANCE WORK STATEMENT: A document that describes accurately the essential and technical requirements for items, materials and services including; the standards used to determine whether the requirements have been met.

2.15. TELEPHONE WORK ORDER: An order to install, rearrange or remove all or a portion of the telephone service.

2.16. TOLL CHARGE: A charge made for non-FTS calls placed over the commercial long distance network. Charges are based on distance, time and type of call.

2.17. TRAFFIC: All telecommunications connections completed or attempted over telephone circuits.

2.18. TRAFFIC STUDY: Studies of traffic volumes and call distribution, collected to determine equipment and line requirements.

2.19. WORKDAY: Seven days a week, Monday thru Sunday including Federal Holidays.

2.20. EMERGENCY CALLS: Communications required for the preservation of life and property.

PART Ill - SPECIFIC TASKS

3.1 GENERAL: The contractor shall provide all, personnel, training, supervision and services, as require by this solicitation, to provide switchboard services to the Medical Center. The work includes, but is not limited to, the following: The contractor shall receive all incoming calls, answer all emergency calls and alarms, operate audio, radio and digital paging systems, maintain appropriate records and conduct necessary training. In addition, the contractor shall provide required administration and management control. The specific tasks to be provided by the contractor include the following:

3.2 SWITCHBOARD SERVICE COVERAGE: Coverage is provided 24 hours a day, 7 days a week, including Federal holidays.

3.3 RECEIVING INCOMING CALLS: Operators answer within five (5) rings giving operator number. The operator shall query the caller in detail to determine the nature of the inquiry and connect the call to the appropriate extension. Operators will screen calls only to the extent necessary to ensure caller satisfaction. Operators will not take personal messages for any employee, patient, or visitor. Operators will process all calls in a most courteous and professional manner, giving a favorable impression of the Department of Veterans Affairs at all times, assuring compliance of Federal and VAMC policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. Collect calls are only accepted in the event of an emergency. The call is forwarded to the area requested. These collect calls are received only occasionally.

3.4 GENERAL INFORMATION: Operators will provide general information e.g. visiting hours and other information requested.

a. Calls for specific wards:

(1) Psychiatry Service Wards: Calls for patients on Psychiatric Wards, as identified by the operator, will be connected to the main ward number. In accordance with the Privacy Act of 1974, the caller shall not be informed of what type of ward the patient is in.

(2) Intensive Care Unit: Calls to the Intensive Care Unit waiting rooms will be connected to the main ward number.

b. Calls Regarding Seriously Ill Patients and Deaths: A daily patient census will be used to determine if a patient is on the seriously or critically ill list. The operator WILL NOT GIVE OUT information on a patient's condition. That caller can be connected to the appropriate ward or ICU and the Nurse or Doctor on duty will determine if release of that information is appropriate. Calls regarding deaths will be connected to the Details Office, extension 4686 between the hours of 8:00am to 4:30pm, Monday through Friday. Under no circumstances will operators inform callers that a party is deceased.

c. Handling operator assisted calls:

(1) Employees within the hospital requesting directory assistance will be referred to the hospital directory. In the rare instance that the calling employee does not have access to a directory, the operator will assist in giving the employee the information requested.

(2) Places and completes toll calls (commercial calls for which this facility is billed) for official Medical Center business only. Permits only authorized personnel to make toll calls. The operator will record all toll calls in the Long Distance Log, including name of employee, time, number called and Service.

(3) Operators are not authorized to place personal calls for employees, visitors, or patients. Operators will assist patients calling from lobby areas of hospital who need to call a taxi for transportation home. Operators will also assist ward patients if they need help to use their credit cards to make long distance calls.

(4) Operators are not authorized to place external call requests received from restricted phones in the hospital, or local (dial 9) calls for VAMC staff.

(5) Visitors and employees shall be advised to use public telephone facilities located on each floor for placing personal and credit card calls.

3.5 EMERGENCY CALLS AND ALARM SYSTEMS:

a. Systems designed for emergency communications as part of the hospital telephone system will be reserved and used solely for that purpose.

(1) Emergency communications required for the preservation of life and property will be given the highest priority.

(2) Response to such communication will be immediate.

b. The following systems will be maintained as part of the hospital's emergency communication services available through the telephone system, either via direct dial or with operator assistance.

(1) Employees DIAL 5555 for codes Purple, Stroke, Rapid Response and Bravo from in-house phones for code emergencies.

(2) Telephone operators dial Emergency Group telephone page for Purple, Stroke, Rapid Response and Bravo code.

(3) For reporting fires directly to Fire Department: Dial "11-11" when extension is either busy or not responding.

(4) Individual in-house telephone page is accessed by dialing access digit 7, wait for prompt and then dial 3 digit number, wait for prompt then enter number to be returned for long range pager dial ** then three digit number.

(5) Panic alarms and intrusion alarms are in various locations throughout the hospital.

Alarms are wired to go back to Room 1C-01.

c. The Contractor is responsible for:

(1) Immediate acknowledgment and notification by the most expedient means to the proper officials of all emergency situations.

(2) The immediate transmission of all requested Police/Fire radio communications.

(3) Immediate notification of Group Page on receipt of a code emergency. Use of the overhead paging system is authorized at VAMC Bronx. (4) Providing any communications assistance possible within the systems capability on receipt of information relating to a station or off-station emergency situation. (5) Listing of all employees with an assigned telephone page number. Immediate telephone Operator assistance may be obtained in any emergency by Dialing the "0" from any in-house telephone on the station.

The following information is required for all emergency calls:

(1) Name of caller, exact current location of emergency, (i.e. building, floor, room) and specific instructions. (2) Type of emergency Code (3) Any special equipment or assistance required. (4) The Operator will confirm items (1-3) by asking the caller to repeat the information given.

The operator will then:

(1) Notify personnel by utilizing the overhead paging system.

(2) The Operator will obtain confirmation by both Police and Fire Departments to ensure receipt of message.

(3) Operator will then notify the code team members via emergency pager of the exact location and nature of the emergency. This will be done by repeating the above, 3 (three) times on three separate calls (i.e. repeat 3 (three) times on 1st call then repeat 3 (three) times on 211d call, etc.).

(4) When there is a change in code location, the Operator will re-announce the new location as in 3.

3.7 ADDITIONAL SPECIAL PROCEDURES:

Additional special procedures are included in the Scope of Work. It must be noted that Special Operations Procedures, emergency procedures, and VA Directives are constantly being added, changed, or rewritten. The included articles should in no way be considered the total of procedures that need to be followed by the Contractor. As new procedures are implemented, the COR will give the PM copies and instructions to pass on to contract operators for the performance of their duties.

PART IV - GOVERNMENT FURNISHED PROPERTY

4. GENERAL: The Government shall provide, without cost, the facilities, equipment, materials, and/or services listed below.

4.1 PROPERTY.

4.1.1 Facilities. The Government shall furnish all or make available facilities described in Exhibit 3. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified for which work areas have been established. The fact that no possible hazards exist, or that work area procedures will not be necessary or that the facilities as furnished will be adequate to meet the responsibilities of the Contractor. Compliance with the OSHA and other applicable laws and regulations for the protection of employees is exclusively the obligation of the Contractor and the Government will assume no liability or responsibility for the Contractor's compliance or noncompliance with such responsibilities, with the following exception, if OSHA hazards are found in the Government-furnished facility, the Government developed and approved plans of abatement, taking into account safety and health priorities. A higher priority of correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. Prior to any modification of the facilities performed by the Contractor, the Contractor must notify the Contracting Officer and provide documentation describing in detail the modification requested. No alterations to the facilities shall be made without specific written permission from the Contracting Officer, however, in the case of alterations necessary for OSHA compliance, such permission shall not be unreasonably withheld. The Contractor shall return the facility to the Government in the same condition as received, fair wear and tear and approved modifications expected. These facilities shall be used for performance of this contract only.

4.1.2 Equipment. The Government shall provide the equipment listed in Exhibit 3.

4.1.2.1 Equipment inventory: Not later than 5 days prior to start of the basic contract period, the contractor and a Government representative shall conduct a joint inventory of all Government furnished equipment listed in Exhibit 3, and the Contractor shall receipt for all equipment provided by the Government. The Contractor and a Government representative shall jointly determine the work order and condition of all equipment. Items of equipment missing or not in working order shall be recorded. The Government will replace missing items and repair all items not in working order the Contracting Officer will direct the Contractor to replace the missing item(s) or accomplish the repair and the Contractor will be reimbursed therefore. The Government representative will give disposition instructions for items beyond repair. The Contractor and the Government representative shall certify their agreement as to the working order of the equipment. If the Contractor does not participate in the inventory, the contractor must accept as accurate the listing and stated condition of equipment provided by the government. If the Contractor participated in the inventory, but does not agree with the government representative's determination as to the working order of the equipment, this failure of the Contractor to agree on working order and defectives shall be treated as a dispute pursuant to the clause of this contract entitled, "Disputes".

4.1.2.2 Obtaining Additional or Replacement Equipment: The

Contractor shall submit request for additional or replacement Government furnished equipment required in the performance of the contract. The Contractor shall submit such requests through the CO for approval and any appropriate contract modifications. Upon approval, the contractor shall obtain the equipment by placing orders for such items through the Government supply system using operating funds provided by the government for that purpose.

4.1.2.3 Equipment Accountability: By completion or extension of the contract, a joint inventory of equipment shall be conducted by the Contractor and a Government representative. The contractor shall be liable for loss or damage to Government furnished property beyond fair wear and tear in accordance with the clause of the contract, "Government Furnished Property." Compensation shall be affected either by reduced amounts owed to the Contractor or by direct payment by the Contractor, the method to be determined by the CO. All equipment in need of repairs or maintenance shall be repaired or maintained by the Contractor within 30 days of discovery, but before the joint inventory is made. All repairs or maintenance not performed by the Contractor shall be made at the Government's option and at the Contractor's expense. In the case of damaged property, the amount of compensation due the Government by the Contractor shall be the actual cost of repair, provided such amount does not exceed the economical repair value.

4.2 SERVICES.

4.2.1 Utilities. Water, electric and gas required in areas where the contractor's employees are working shall be furnished, if available.

4.2.2 Postal Distribution. The Government shall provide postal service in accordance with local policies and regulations (MP-1, Part II, Chapter 6; M-1, Part 1, Chapter 1

4.2.3 Telephone Service. Telephone service will be purpose of conducting VA business only.

4.2.4 Custodial Service: Custodial service will be provided by the Government in accordance with local policies and regulations.

4.2.5 Insect and Rodent Control. The Government will provide this service as required per local policies and practices.

4.2.6 VA Police: The Government shall provide VA Police services for on-station facilities. The station VA Police phone number for the Bronx, VAMC is Ext. 5376 or 5377.

4.3 REFERENCE AND TECHNICAL DOCUMENTATION.

The Government will furnish standard publications and forms listed in Part V that are listed as mandatory for use.

PART V - APPLICABLE PUBLICATIONS AND FORMS

5. GENERAL. Publications and forms applicable to this Performance Work Statement are listed below. These documents are mandatory. All publications and forms listed shall be provided by the Government at the start of the contract. The Government will maintain all listed publications. Supplements or amendments to listed publications from any organizational level may be issued during the life of the contract. The contractor shall immediately implement those changes in publications. The policies and procedures of mandatory directives shall be adhered to at all times. It is the Contractor's responsibility to ensure that all mandatory publications are posted and up to date.

5.1 Ordering and Use of Government Telephone Service Standard Operating Procedures

5.2 Local Medical Center Policies (e.g. Medical Center Memorandums) 5.3 Federal, State and Local Safety and Fire Regulations

5.3 Various Engineering Service, Standard Operating Procedures 5.5 Facility Policy regarding Disaster

5.4 Privacy Act

5.5 Freedom of Information Act

5.6 MP-6, Part VIII, Telecommunications

5.7 Copies of the publication listed in paragraphs 5.1 through 5.8 will be made available to prospective offerors upon receipt of a written request to the Issuing Officer.

TECHNICAL EXHIBITS

EXHIBIT I PERFORMANCE REQUIREMENTS SUMMARY

1. The purpose of the Performance Requirements Summary, which is detailed at the end of this exhibit, is to:

a. List the contract requirements essential to acceptable contract performance and define the standard of performance for each listed service

b. Set forth the maximum allowable deviation from perfect performance for each listed service, Acceptable Quality Level (AQL) (COLUMN 2), that may occur before the Government will invoke a payment computation formula which will result in a payment of less than 100% of the maximum.

c. Show the method of surveillance (COLUMN 3), and/or quality assurance methods the Government will use to evaluate the contractor's performance in meeting the contract requirements.

d. Set forth the percentage of the contract price that each listed contract requirement represents.

e. Define the procedure the Government shall use in reducing the Contractor's monthly payment if satisfactory performance is not rendered.

2. The absence from this Performance Requirements Summary (PRS) or any other contract requirement however shall not detract from its enforceability or limit the rights or remedies of the Government under any other provision of the contract.

3. The VA's quality assurance procedures are based on random samplings of switchboard services, analysis of complaints, and switchboard traffic analysis.

4. Contractor performance will be compared to the contract standards and acceptable quality levels (AQL's) using the Quality Assurance Surveillance Plan (QASP) developed by the Government. The surveillance plan will utilize a combination of assessment and surveillance methods to evaluate the contractor's performance. These methods may include:

a. Validated Customer complaints

b. Management Information System

c. Periodic Surveillance and Review Services

d. Random Sampling

e. Telephone Switchboard Traffic Analysis

5. The primary objective of this performance summary is to evaluate the final services performed and not the Contractor protocol for achieving these results.

6. The number of defects that will cause less than the maximum payment will be determined as follows:

a. If the AQL is a constant number of defects (for example, 2 defects in the AQL plus one or more additional defects will cause less than the maximum payment 3 or more defectives).

b. If the AQL is a percentage value, it is multiplied by the lot size to determine the number of defects that will allow maximum payment. If the resulting value has a decimal is .5 greater and to the lower whole number if the decimal is less than .5. One or more additional defectives will cause less than the maximum payment.

7. Except as otherwise provided, the services required by this contract are of such a nature that defective or incomplete performance disclosed by Government inspection is not subject to correction by reperformance or late performance, and the contractor shall not be required or entitled to reperform late or otherwise correct defective services for the purpose of improving an existing inspection rating and avoiding a reduction in the full contract price.

8. Where the Government requires reperformance, the contractor shall be notified promptly after inspection that specified defective services will be reperformed or performed late and completed within a reasonable time specified by the Government. In such cases, the Government shall re-inspect work designated for reperformance or late performance, and the contractor may be held liable for any damages sustained by the Government including, for example the costs associated with reinspection.

9. The payment for listed services with defective performance exceeding the AQL will be calculated as follows: The maximum contract payment per month is multiplied by the maximum payment percentage for the service to determine the maximum payment for acceptable service:

10. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The performance requirements are contained in the Performance Work Statement (PWS). The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Disincentive

Calls answered within 5 rings, all calls answered by identifying self as VA Operator # (including placing calls on hold)

Validated Complaints

Connects callers to the proper extension No more than 2% of calls monitored in a hour period.

No more than four complaints.

Random monitoring Random monitoring Monthly review of validated complaints

1 allowed if no unfavorable consequences resulted Monthly review of logbooks

Validated reports received from engineering or VA Police or authorized services

LIST OF GOVERNMENT FURNISHED PROPERTY

TYPE OF EQUIPMENT

1) Dukane Overhead Paging System

2) 4 NEC Phone Attendant Consoles

3) In-House Paging System Console

4) Code Phones including 1111, 1234, 1777, 1778 & Elevator

5) Motorola Emergency Radio

EXHIBIT 4 WORKLOAD ESTIMATE

IT SHOULD BE NOTED THAT THE WORKLOAD FOR THE BRONX SITE IS A PROJECTED ESTIMATE ONLY. THE QUANTITY OF WORK MAY VARY, PARTICULARY THE NUMBER OF CODE CALLS OR EMERGENCIES THAT ARE HANDLED BY THE SWITCHBOARD OPERATORS.

Type of Call/Activity Projected Daily Projected Weekly

Incoming Calls (7 days a week) 300 2100 Respond to alarms 3 21 Report phone equipment malfunctions 4 28 Patient Look ups 75 525 Radio Pages 25 175 Make PA announcements 10 70

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL ITEMS (OCT 2018)

(a) Inspection/Acceptance. The Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require repair or replacement of nonconforming supplies or reperformance of nonconforming services at no increase in contract price. If repair/replacement or reperformance will not correct the defects or is not possible, the Government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. The Government must exercise its post-acceptance rights—

(1) Within a reasonable time after the defect was discovered or should have been discovered; and

(2) Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item.

(b) Assignment. The Contractor or its assignee may assign its rights to receive payment due as a result of performance of this contract to a bank, trust company, or other financing institution, including any Federal lending agency in accordance with the Assignment of Claims Act (31 U.S.C. 3727). However, when a third party makes payment (e.g., use of the Governmentwide commercial purchase card), the Contractor may not assign its rights to receive payment under this contract.

(c) Changes. Changes in the terms and conditions of this contract may be made only by written agreement of the parties.

(d) Disputes. This contract is subject to 41 U.S.C. chapter 71, Contract Disputes. Failure of the parties to this contract to reach agreement on any request for equitable adjustment, claim, appeal or action arising under or relating to this contract shall be a dispute to be resolved in accordance with the clause at FAR 52.233-1, Disputes, which is incorporated herein by reference. The Contractor shall proceed diligently with performance of this contract, pending final resolution of any dispute arising under the contract.

(e) Definitions. The clause at FAR 52.202-1, Definitions, is incorporated herein by reference.

(f) Excusable delays. The Contractor shall be liable for default unless nonperformance is caused by an occurrence beyond the reasonable control of the Contractor and without its fault or negligence such as, acts of God or the public enemy, acts of the Government in either its sovereign or contractual capacity, fires, floods, epidemics, quarantine restrictions, strikes, unusually severe weather, and delays of common carriers. The Contractor shall notify the Contracting Officer in writing as soon as it is reasonably possible after the commencement of any excusable delay, setting forth the full particulars in connection therewith, shall remedy such occurrence with all reasonable dispatch, and shall promptly give written notice to the Contracting Officer of the cessation of such occurrence.

(g) Invoice.

(1) The Contractor shall submit an original invoice and three copies (or electronic…