S02 36C24226Q0358 New.docx

36C24226Q0358

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.

UEI:

EFT:

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. NOV 2021)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

632-26-1-6104-0001

04-20-2026 Clifford S. Harrison

718.584.9000 Ext.4680

05-04-2026

12PM

EDT

36C242 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 Clifford.Harrison@va.gov X

561421 $19 Million

N/A

36C630 Department of Veterans Affairs Northport VA Medical Center

79 Middleville Road Northport NY 11768 36C242 Department of Veterans Affairs Network Contracting Office 2 James J. Peter VA Bath VA Medical Center 130 West Kingsbridge Road Bronx NY 14810-0810

Tungsten Network https://www.tungsten-network.com/ customer-campaigns/veteransaffairs/

See CONTINUATION Page Northport Switchboard Services

Location: 79 Middleville Road Northport NY 11768

Period of Performance: 05/15/2026 - 04/30/2027 BASE

05/15/2027 - 05/14/2028 OY1

05/15/2028 - 05/14/2029 OY2

05/15/2029 - 05/14/2030 OY3

05/15/2030 - 05/14/2031 OY4

CO: Clifford S. Harrison 718.584.9000 Ext.4680

See CONTINUATION Page

Clifford S. Harrison Contracting Officer

Table of Contents

QUALITY ASSURANCE SURVEILLANCE PLAN NEW 1.

BUSINESS ASSOCIATE AGREEMENT.

852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING-CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION.

APPENDIX C VA INFORMATION AND INFORMATION SYSTEM SECURITY CLAUSE.

PERSONNEL LIST

SECTION B.1 - CONTINUATION OF SF 1449 BLOCKS

CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

Company Name:__________________________________________ Facility Name: __________________________________________ Address: __________________________________________ Point of Contact/Title: _________________________________________ Telephone number: __________________________________________ Fax Number: __________________________________________ Email: __________________________________________ DUNS Number:__________________________________________

SAM UEI:__________________________________________

TIN Number: __________________________________________

b. GOVERNMENT:

Clifford S. Harrison, Contracting Officer Department of Veterans Affairs Network Contracting Office (NCO 2) Phone: 718.584.9000 Ex.4680 Email: 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.

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

B.2 PERFORMANCE WORK STATEMENT FOR ON-SITE SWITCHBOARD SERVICES

A. BACKGROUND

The Department of Veterans Affairs, Northport, NY VA Medical Center, is currently seeking a Firm Fixed Price contract for Switchboard Operation and Emergency Dispatch Services for the Northport, NY VAMC Campus. The Contractor shall provide a total of six (6) personnel that may include an on-site full-time working supervisor or lead necessary for the effective operation of all switchboard and dispatch activities at Northport VAMC. It should be noted that contractors may be working with full-time federal employees within the work area. In addition, the government may seek a modification to the existing contract to increase the number of contract personnel in the event that a federal employee(s) separates from the work area for any reason (retirement, transfer, termination, etc.). Contractor shall not be responsible for those items and services specifically identified as Government-furnished. These services ensure that all calls to the Medical Center are answered promptly and routed to the appropriate destination.

B. SCOPE OF WORK

1. Telephone operators shall use telephone attendant consoles utilizing Cisco Webex and Cisco Finesse 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.

1. The Contractor shall provide five FTE (5) full-time (40 hours a week) personnel for telephone switchboard services. An on-site full-time working supervisor or lead. The contractor may work either or a combination of the following tours of duty, based on the needs of the government and determined by the COR: 8:00 AM - 4:30 PM, 4:00 PM – 12:30 AM, and 12:00 AM to 8:00 AM, any day of the week, Coverage will include federal holidays. The vendor is to supply coverage due to vacation, sickness, illness and any other cause of absence.

1. Operators shall provide information services. Operators will use Public Address, Radio Paging and two-way radio systems to relay messages, to make announcements, and implement various procedures as dictated by Telecommunications Directives in place at this hospital and other sources as well. The work required consists of providing coverage for telephone switchboards, 7 days a week.

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

1. The contractor shall provide back-up coverage for unexpected staff absence. There should be no time when this operation does not have adequate staffing coverage. The COR shall be promptly briefed on any problems related to adequate coverage.

B. PERSONNEL

1. Project Manager.

(a) 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 to the operators during working hours for any problems which may occur including staffing problems. The contractor shall respond within one hour after receipt of call.

2. Employees.

1. 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 wellbeing, or operational mission of the activity and its population.

1. 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.

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

1. Drinking and eating will be permitted in designated areas as indicated by the COR. Smoking will not be permitted on VA property or in parked vehicles as the VA is a non-smoking facility effective October 1, 2019.

1. 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 or his/her designee 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. 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.

(b.) Contractor Qualifications: Contractor must demonstrate the ability to manage telephone operator booth at the VAMC Northport, NY, which involves substantial responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect 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.

(c.) 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, international 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.

D. QUALITY CONTROL

1. 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.

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

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

E. GOVERNMENT FURNISHED PROPERTY AND SERVICES

The Government shall provide without cost to the Contractor the facilities, equipment, materials and/or services listed below:

1. Property

(a.) Facilities – The government shall furnish approximately 220 square feet for Switchboard operations at the VA Medical Center, 79 Middleville Road, Northport, NY. This space is located on the ground floor of Building #200. Facilities have been inspected for compliance with Occupational Safety and Health Act (OSHA), and no hazards have been identified for which any special precautions must be taken.

(b.) Equipment Accountability - (2) The Contractor shall be responsible for the costs of repairs or replacement of Government-owned equipment, fixtures, furnishings, architectural or building structures to their previous existing condition when the Contracting Officer has determined the Contractor to be liable for damage or loss of Government property. The Contractor and COR shall jointly conduct periodic inventory reviews. This review shall, at a minimum, be conducted annually before the start of each successive fiscal year’s renewal cycle.

2. Materials:

(a.) The Government shall provide the Contractor with logbooks to record equipment malfunctions, emergencies, drills, and other activities that have an impact on the daily operations of the unit.

(b.) Forms for logging of daily rosters and the logging of toll calls shall be provided. The Contractor shall be responsible for requesting replacement supplies from the COR when they are low.

3. Services:

The Government shall furnish the following—

(a.) Housekeeping service –care of floors and trash removal

(b.) Equipment Maintenance – Maintenance of all Government-furnished equipment, except damage caused by misuse by Contractor’s employees.

(c.) Disposition of property – Disposition, removal or replacement of equipment and furnishings as required.

(d.) Utilities – VA to provide all utilities, including electricity, gas, and water. Lights should be used in areas where and when work is actually being performed. Contractor shall not adjust mechanical equipment controls for heating, ventilation, and air conditioning.

(e.) Transportation & Parking – Parking shall be provided for Contractor employees working on all shifts.

(f.) The Contractor shall not make personal calls from Government lines.

F. CONTRACTOR FURNISHED ITEMS

1. The Contractor shall furnish headsets of a quality compatible with the Government-owned telephone equipment.

2. Contractor-owned equipment shall be marked to identify ownership, and the Government shall assume no liability for loss of or damage to contractor-owned equipment held upon Government premises.

3. The Contractor shall be responsible for the orderliness and cleanliness of all areas not covered by custodial service.

G. CONTRACTOR’S PRE-AWARD RESPONSIBILITIES

The following information shall be submitted to the Contracting Officer in writing:

1. Start-up and phase-in schedule (if 24-hour coverage option is selected);

2. Resume for the Project Manager (PM);

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

4. Organizational/functional charts showing line of management responsibilities;

5. Personnel rosters;

6. Procedure’s manual for this contract;

7. 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;

8. Quality Control Plan.

H. BUILDING SECURITY

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

1. The contractor and COR shall periodically perform an inventory of all keys assigned to the Contractor (at least every three months (90 Days) 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.

I. CONSERVATION OF UTILITIES

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

1. Water faucets shall be turned off after use.

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

1. 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.

1. 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.

K. PLACE OF PERFORMANCE

Department of Veterans 79 Middleville Road Northport, NY, 11768

L. HOURS OF OPERATION and PERIODS OF PERFORMANCE Business hours for switchboard operation are 8:00 a.m. to 4:00 p.m., 4:00 p.m. to 12:00 a.m., and 12:00 a.m. to 8:00 a.m., 7 days per week, including all Federal Holidays, and will remain unchanged unless the CO determines otherwise.

Holidays observed by the Federal Government are:

- New Year’s Day

- Martin Luther King’s Birthday

- President’s Day

- Memorial Day

- Juneteenth

- Independence Day

- Labor Day

- Columbus Day

- Veteran’s Day

- Thanksgiving Day

- Christmas Day And any other day specifically declared by the President of the United States to be a national holiday.

PART II - SPECIFIC TASKS

A. 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 contractor shall dispatch code calls, make overhead announcements, 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.

B. RECEIVING INCOMING CALLS: Operators answer within three (3) 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 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.

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

D. SPECIFIC INFORMATION:

1. Patient Locator Information: Calls will be forwarded to the proper Health Administrative Services (HAS) entity

1. Employee Locator Calls: Operators will use the Medical Center Directory to complete calls to employees. Under no circumstances will operators take personal messages for employees.

1. Parties requesting verification of employment will be transferred to Human Resources Management Service (HRMS) between the hours of 8:00am and 4:30pm, Monday through Sunday.

1. 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.

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

1. Calls Regarding Seriously Ill Patients and Deaths: 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 Decedent Affairs office, between the hours of 8:00am to 4:30pm, Monday through Sunday. Under no circumstances will operators inform callers that a party is deceased.

1. 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.

1. 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.

1. 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.

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

E. EMERGENCY CALLS AND ALARM SYSTEMS:

(1.) 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.

1. Response to such communication will be immediate.

(2.) 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 “12555” for emergencies.

1. Telephone operators activate Code Blue and Crisis Pager groups, when needed.

1. For reporting fires directly to the Fire Department when extension is either busy or not responding.

(3.) Individual in-house telephone page is accessed by dialing access digits, wait for prompt and then dial 3-digit number, wait for prompt then enter number to be returned.

for long range pager dial the 10-digit number.

1. Panic alarms and intrusion alarms are in various locations throughout the hospital.

1. The Contractor is responsible for:

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

(b) The immediate transmission of all requested Police, Fire, Medical, and Emergency Management radio communications.

1. Immediate notification of Group Page on receipt of a code emergency. Use of the overhead paging system is authorized at VAMC, Northport.

1. Providing any communications assistance possible within the systems capability on receipt of information relating to a station or off-station emergency situation.

1. Listing of all employees with an assigned telephone page number.

(4.) Immediate telephone Operator assistance may be obtained in any emergency by Dialing the "12555" 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.

1. Type of Emergency and/or Code

1. Any special equipment or assistance required.

1. The Operator will confirm items (1-3) by asking the caller to repeat the information given.

• The operator will then:

1. Notify the responding personnel by utilizing the proper communication method (radio, code group pagers, and/or overhead paging system).

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

1. When utilizing the group pagers, the operator will notify the code team members of the exact location and nature of the emergency. This will be done by repeating the above, 2 (two) times on two separate calls (i.e. repeat 2 (two) times on 1st call then repeat 2 (two) times on 211d call, etc.).

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

1. ADDITIONAL SPECIAL PROCEDURES:

Additional special procedures are included in the Performance Work Statement. 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 III - SECURITY, PRIVACY, and CONFIDENTIALITY REQUIREMENTS

A. Training related to Personally Identifiable Information (PII) and security will be provided by the VA. This training will be coordinated with the COR after award.

B. Contractors will be required to obtain Government issued ID/security badges. This activity will be coordinated with the COR after award.

C. All Contractor staff must successfully complete training, certifications, and approval from Office of Information Technology (OIT) prior to computer access.

D. All contracted staff working in this capacity must be able to maintain strict confidentiality of patient information. All staff with access to patient information in the performance of their duties need to know their responsibilities in maintaining the confidentiality of VA sensitive information, especially patient information, by completing the annual VA Privacy and Information Security Awareness and Rules of Behavior training course. This will be provided by the VA after contract award.

E. Under 5 U.S.C. 552a, patient health records are confidential regardless of medium. The privacy of patient information must be preserved, and the information must not be accessible to, or discussed with, any unauthorized persons, nor is the information to be discussed in public areas.

F. Patient names and Social Security Numbers (SSN) located on the outside of the paper health record must be protected from incidental viewing by the public while in transport.

G, The privacy and security of patient information stored in any media must be protected in accordance with, but not limited to the Privacy Act of 1974 (5 U.S.C. 552a), the Freedom of Information Act (5 U.S.C. 552); Federal Information Security Management Act (44 U.S.C. 3541); Office of Management and Budget (OMB) Circulars A-123 and A-130; VA Directive and Handbook 6500 Managing Information Security Risk: VA Information Security Program; Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules (Title 45 Code of Federal Regulations(CFR) 160, and 164); VHA Handbook 1605.1, Privacy and Release of Information; and The Joint Commission standards for privacy and security.

B.3 PRICE/COST SCHEDULE

ITEM INFORMATION

Switchboard Operators Contract Period: Base POP Begin: 05-15-2026 POP End: 05-14-2027

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators Supervisor

Please note the supervisor can work any tour of duty. They must cover all three tours to include night and weekends.

Contract Period: Base

Base Year Total

Switchboard Operators Contract Period: Option 1 POP Begin: 05-15-2027 POP End: 04-14-2028

Switchboard Operators

POP End: 05-14-2028

Switchboard Operators

Switchboard Operators

Switchboard Operators

POP End: 04-14-2028

Switchboard Operators (Supervisor)

Please note the supervisor can work any tour of duty. They must cover all three tours to include night and weekends.

Contract Period: Option 1

Option Year (1) One Total

Switchboard Operators Contract Period: Option 2 POP Begin: 05-15-2028 POP End: 04-14-2029

Switchboard Operators

POP End: 05-14-2029

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators (Supervisor)

Please note the supervisor can work any tour of duty. They must cover all three tours to include night and weekends.

Contract Period: Option 2

Option Year (2) Total

Switchboard Operators Contract Period: Option 3 POP Begin: 05-15-2029 POP End: 05-14-2030

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators (Supervisor)

Please note the supervisor can work any tour of duty. They must cover all three tours to include night and weekends.

Contract Period: Option 3

Option Year (3) Total

Switchboard Operators Contract Period: Option 4 POP Begin: 05-15-2030 POP End: 05-15-2031

Switchboard Operators

POP End: 04-14-2031

Switchboard Operators

Switchboard Operators

Switchboard Operators

Switchboard Operators (Supervisor)

Please note the supervisor can work any tour of duty. They must cover all three tours to include night and weekends.

Contract Period: Option 4

Option Year (4) Total

POP End: 06-14-2031

1.00

Complete Total of contract

Page 1 of Page 1 of

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2023)

(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 Federal Acquisition Regulation (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 invoice, if authorized) to the address designated in the contract to receive invoices. An invoice must include—

(i) Name and address of the Contractor;

(ii) Invoice date and number;

(iii) Contract number, line item number and, if applicable, the order number;

(iv) Description, quantity, unit of measure, unit price and extended price of the items delivered;

(v) Shipping number and date of shipment, including the bill of lading number and weight of shipment if shipped on Government bill of lading;

(vi) Terms of any discount for prompt payment offered;

(vii) Name and address of official to whom payment is to be sent;

(viii) Name, title, and phone number of person to notify in event of defective invoice; and

(ix) Taxpayer Identification Number (TIN). The Contractor shall include its TIN on the invoice only if required elsewhere in this contract.

(x) Electronic funds transfer (EFT) banking information.

(A) The Contractor shall include EFT banking information on the invoice only if required elsewhere in this contract.

(B) If EFT banking information is not required to be on the invoice, in order for the invoice to be a proper invoice, the Contractor shall have submitted correct EFT banking information in accordance with the applicable solicitation provision, contract clause (e.g., 52.232-33, Payment by Electronic Funds Transfer—System for Award Management, or 52.232-34, Payment by Electronic Funds Transfer—Other Than System for Award Management), or applicable agency procedures.

(C) EFT banking information is not required if the Government waived the requirement to pay by EFT.

(2) Invoices will be handled in accordance with the Prompt Payment Act (31 U.S.C. 3903) and Office of Management and Budget (OMB) prompt payment regulations at 5 CFR part 1315.

(h) Patent indemnity. The Contractor shall indemnify the Government and its officers, employees and agents against liability, including costs, for actual or alleged direct or contributory infringement of, or inducement to infringe, any United States or foreign patent, trademark or copyright, arising out of the performance of this contract, provided the Contractor is reasonably notified of such claims and proceedings.

(i) Payment.—

(1) Items accepted. Payment shall be made for items accepted by the Government that have been delivered to the delivery destinations set forth in this contract.

(2) Prompt payment. The Government will make payment in accordance with the Prompt Payment Act (31 U.S.C. 3903) and prompt payment regulations at 5 CFR part 1315.

(3) Electronic Funds Transfer (EFT). If the Government makes payment by EFT, see 52.212-5(b) for the appropriate EFT clause.

(4) Discount. In connection with any discount offered for early payment, time shall be computed from the date of the invoice. For the purpose of computing the discount earned, payment shall be considered to have been made on the date which appears on the payment check or the specified payment date if an electronic funds transfer payment is made.

(5) Overpayments. If the Contractor becomes aware of a duplicate contract financing or invoice payment or that the Government has otherwise overpaid on a contract financing or invoice payment, the Contractor shall—

(i) Remit the overpayment amount to the payment office cited in the contract along with a description of the overpayment including the—

(A) Circumstances of the overpayment (e.g., duplicate payment, erroneous payment, liquidation errors, date(s) of overpayment);

(B) Affected contract number and delivery order number, if applicable;

(C) Affected line item or subline item, if applicable; and

(D) Contractor point of contact.

(ii) Provide a copy of the remittance and supporting documentation to the Contracting Officer.

(6) Interest.

(i) All amounts that become payable by the Contractor to the Government under this contract shall bear simple interest from the date due until paid unless paid within 30 days of becoming due. The interest rate shall be the interest rate established by the Secretary of the Treasury as provided in 41 U.S.C. 7109, which is applicable to the period in which the amount becomes due, as provided in (i)(6)(v) of this clause, and then at the rate applicable for each six-month period as fixed by the Secretary until the amount is paid.

(ii) The Government may issue a demand for payment to the Contractor upon finding a debt is due under the contract.

(iii) Final decisions. The Contracting Officer will issue a final decision as required by 33.211 if—

(A) The Contracting Officer and the Contractor are unable to reach agreement on the existence or amount of a debt within 30 days;

(B) The Contractor fails to liquidate a debt previously demanded by the Contracting Officer within the timeline specified in the demand for payment unless the amounts were not repaid because the Contractor has requested an installment payment agreement; or

(C) The Contractor requests a deferment of collection on a debt previously demanded by the Contracting Officer (see 32.607-2).

(iv) If a demand for payment was previously issued for the debt, the demand for payment included in the final decision shall identify the same due date as the original demand for payment.

(v) Amounts shall be due at the earliest of the following dates:

(A) The date fixed under this contract.

(B) The date of the first written demand for payment, including any demand for payment resulting from a default termination.

(vi) The interest charge shall be computed for the actual number of calendar days involved beginning on the due date and ending on—

(A) The date on which the designated office receives payment from the Contractor;

(B) The date of issuance of a Government check to the Contractor from which an amount otherwise payable has been withheld as a credit against the contract debt; or

(C) The date on which an amount withheld and applied to the contract debt would otherwise have become payable to the Contractor.

(vii) The interest charge made under this clause may be reduced under the procedures prescribed in FAR 32.608-2 in effect on the date of this contract.

(j) Risk of loss. Unless the contract specifically provides otherwise, risk of loss or damage to the supplies provided under this contract shall remain with the Contractor until, and shall pass to the Government upon:

(1) Delivery of the supplies to a carrier, if transportation is f.o.b. origin; or

(2) Delivery of the supplies to the Government at the destination specified in the contract, if transportation is f.o.b. destination.

(k) Taxes. The contract price includes all applicable Federal, State, and local taxes and duties.

(l) Termination for the Government's convenience. The Government reserves the right to terminate this contract, or any part hereof, for its sole convenience. In the event of such termination, the Contractor shall immediately stop all work hereunder and shall immediately cause any and all of its suppliers and subcontractors to cease work. Subject to the terms of this contract, the Contractor shall be paid a percentage of the contract price reflecting the percentage of the work performed prior to the notice of termination, plus reasonable charges the Contractor can demonstrate to the satisfaction of the Government using its standard record keeping system, have resulted from the termination. The Contractor shall not be required to comply with the cost accounting standards or contract cost principles for this purpose. This paragraph does not give the Government any right to audit the Contractor's records. The Contractor shall not be paid for any work performed or costs incurred which reasonably could have been avoided.

(m) Termination for cause. The Government may terminate this contract, or any part hereof, for cause in the event of any default by the Contractor, or if the Contractor fails to comply with any contract terms and conditions, or fails to provide the Government, upon request, with adequate assurances of future performance. In the event of termination for cause, the Government shall not be liable to the Contractor for any amount for supplies or services not accepted, and the Contractor shall be liable to the Government for any and all rights and remedies provided by law. If it is determined that the Government improperly terminated this contract for default, such termination shall be deemed a termination for convenience.

(n) Title. Unless specified elsewhere in this contract, title to items furnished under this contract shall pass to the Government upon acceptance, regardless of when or where the Government takes physical possession.

(o) Warranty. The Contractor warrants and implies that the items delivered hereunder are merchantable and fit for use for the particular purpose described in this contract.

(p) Limitation of liability. Except as otherwise provided by an express warranty, the Contractor will not be liable to the Government for consequential damages resulting from any defect or deficiencies in accepted items.

(q) Other compliances. The Contractor shall comply with all applicable Federal, State and local laws, executive orders, rules and regulations applicable to its performance under this contract.

(r) Compliance with laws unique to Government contracts. The Contractor agrees to comply with 31 U.S.C. 1352 relating to limitations on the use of appropriated funds to influence certain Federal contracts; 18 U.S.C. 431 relating to officials not to benefit; 40 U.S.C. chapter 37, Contract Work Hours and Safety Standards; 41 U.S.C. chapter 87, Kickbacks; 49 U.S.C. 40118, Fly American; and 41 U.S.C. chapter 21 relating to procurement integrity.

(s) Order of precedence. Any inconsistencies in this solicitation or contract shall be resolved by giving precedence in the following order:

(1) The schedule of supplies/services.

(2) The Assignments, Disputes, Payments, Invoice, Other Compliances, Compliance with Laws Unique to Government Contracts, and Unauthorized Obligations paragraphs of this clause;

(3) The clause at 52.212-5.

(4) Addenda to this solicitation or contract, including any license agreements for computer software.

(5) Solicitation provisions if this is a solicitation.

(6) Other paragraphs of this clause.

(7) The Standard Form 1449.

(8) Other documents, exhibits, and attachments

(9) The specification.

(t) [Reserved]

(u) Unauthorized Obligations.

(1) Except as stated in paragraph (u)(2) of this clause, when any supply or service acquired under this contract is subject to any End User License Agreement (EULA), Terms of Service (TOS), or similar legal instrument or agreement, that includes any clause requiring the Government to indemnify the Contractor or any person or entity for damages, costs, fees, or any other loss or liability that would create an Anti-Deficiency Act violation (31 U.S.C. 1341), the following shall govern:

(i) Any such clause is unenforceable against the Government.

(ii) Neither the Government nor any Government authorized end user shall be deemed to have agreed to such clause by virtue of it appearing in the EULA, TOS, or similar legal instrument or agreement. If the EULA, TOS, or similar legal instrument or agreement is invoked through an “I agree” click box or other comparable mechanism (e.g., “click-wrap” or “browse-wrap” agreements), execution does not bind the Government or any Government authorized end user to such clause.

(iii) Any such clause is deemed to be stricken from the EULA, TOS, or similar legal instrument or agreement.

(2) Paragraph (u)(1) of this clause does not apply to indemnification by the Government that is expressly authorized by statute and specifically authorized under applicable agency regulations and procedures.

(v) Incorporation by reference. The Contractor’s representations and certifications, including those completed electronically via the System for Award Management (SAM), are incorporated by reference into the contract.

(End of Clause) ADDENDUM to FAR 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES Clauses that are incorporated by reference (by Citation Number, Title, and Date), have the same force and effect as if they were given in full text.