36C24420Q0150-001.pdf
PDF Posted
- Attached to
- ERIE VA MEDICAL CENTER TELEPHONE SWITCHBOARD SERVICES VENDOR Q&A / EXTENDED RESPONSE TIME
- Solicitation number
- 36C24420Q0150
About this file
This document is a combined synopsis and solicitation for telephone switchboard operator services at the Erie VA Medical Center in Erie, Pennsylvania. The Department of Veterans Affairs seeks to award a firm fixed price contract for a one-year base period of performance and four optional one-year periods. The solicitation is set aside for Service-Disabled Veteran-Owned Small Businesses. Offerors must provide pricing for switchboard coverage from 8:00 AM to 8:00 PM Monday through Friday, excluding federal holidays. The selected contractor will be responsible for staffing and operating the switchboard in accordance with detailed performance standards outlined in the statement of work, including answering calls within five rings, transferring calls, placing outgoing calls, reporting equipment issues, and maintaining logs and directories. Offerors must demonstrate their technical capability to meet the requirements and provide references. The closing date for responses is December 20, 2019 at 2:00 PM EST.
36C24420Q0150 ATT A QASP.pdf
View the file
Other files
| File | Type | Posted |
|---|---|---|
| 36C24420Q0150-005.docx | DOCX document | |
| 36C24420Q0150-000.docx | DOCX document | |
| 36C24420Q0150-002.pdf | ||
| 36C24420Q0150-003.pdf | ||
| 36C24420Q0150-004.doc | DOC document |
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Text version
Performance Monitor Method of Review Required Compliance
Results If Compliance not met:
Incoming calls will normally be answered within 5 rings and routed appropriately
10 random checks 90%
5% deduction in monthly invoice
The switchboard, which must: be protected under the Privacy Act of 1974, as amended and other applicable law and regulations
No violations are to occur
100%
10% deduction in monthly invoice
Collect calls are not accepted for any reason
10 random checks 100%
10% deduction in monthly invoice
All tolls or oversea calls must be entered in the electronic log and submitted to the COR the 1st week of the next month
COR will keep records of all log submissions
90%
5% deduction in monthly invoice
Operators will not give out information on a patient's condition
No violations reported to the Privacy Officer
100% 10% deduction in monthly invoice
Contractor will be required to record and report any/all telephone and paging problems to the proper authorities for repair
COR will keep records of all reports received
100% 5% deduction in monthly invoice
Contractor shall periodically perform & inventory with the COR all keys assigned to the Contractor at least once per 3 months and at the Contract's end date
COR will keep on file the;
quarterly key inventory
100% 1% deduction in monthly invoice
Attachment A: Quality Assurance Surveillance Plan
Contractor & Government will jointly inventory all government-furnished equipment and the Contractor shall receipt for the equipment each year in October
Copy retained by COR 100% 5% deduction in monthly
Contractor shall provide one copy of the monthly work schedule to the COR at the beginning of each month
COR and Business Office Manager will ensure that work schedule is received monthly
100%
1% deduction in monthly
Annual competency assessments will be conducted by the Contractor for each operator and submitted annually by September
COR will keep records on file
100%
5% deduction in monthly
Reviewed by supervisor:
Comments:
Shared with Contractor (date):
Action Plan or Response Requested: Yes or No
Due Date:
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