36C24626Q0356_2.docx

36C24626Q0356

(End of Addendum to 52.212-4)

A.1 MANDATORY WRITTEN DISCLOSURES

Mandatory written disclosures required by FAR clause 52.203-13 to the Department of Veterans Affairs, Office of Inspector General (OIG) must be made electronically through the VA OIG Hotline at https://www.vaoig.gov/hotline/online-forms and clicking on "FAR clause 52.203-13 Reporting." If you experience difficulty accessing the website, call the Hotline at 1-800-488-8244 for further instructions.

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

36C24626Q0356 03-04-2026 James Risbon 757-315-3964 03-13-2026

9:00 AM

EDT

James Risbon Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton

VA

23667 X X 561421 $19 Million Net 30 N/A X Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton

VA

23667 Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton

VA

23667

Department of Veterans Affairs Financial Services Center

PO BOX 149971

Austin

TX

78714-9971 512-460-5049 512-460-5221 X See CONTINUATION Page This is a SDVOSB Set-Aside for Telephone Switchboard Operator Services for the Hampton VA Medical Center.

All offerors must complete VAAR 852.219-75 VA Notice of Limitations on Subcontracting - Certificate of Compliance for Services and Construction. (NOV. 2022) Quotes must be submitted on a separate document to include the company letterhead and quote breakdown via email to James Risbon via email at james.risbon@va.gov no later than 03-12-2026 at 11 am (EST).

Period of Performance: One Base Year with (4) Option Years, to begin on 04-01-2026.

See CONTINUATION Page X X one Jerry Mann 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: TBD

b. GOVERNMENT: Contracting Officer 36C246 Jerry Mann James Risbon Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton VA 23667

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:

PERFORMANCE WORK STATEMENT (PWS)

1.0 INTRODUCTION

The Veterans Health Administration requires switchboard operator service for the Hampton VA Medical Center (VAMC), Hampton, Virginia that will proactively receive, transfer, access, track, and monitor and handle disposition of inbound calls. The Hampton VAMC currently has four NEC Electronic Telephone Attendant Consoles, and the volume of calls is estimated at 40,000 per month. The Hampton VAMC is a tertiary care, Complexity Level 2 Hospital that supports two remote Community Based Outpatient Clinics, 460 inpatient beds, 49,392 unique patients, 557,082 outpatient visits per year.

2.0 BACKGROUND

The contractor shall provide all personnel, supervision, and other services necessary to provide outstanding switchboard services 24/7 for Hampton VA Medical Center, with a focus on customer-friendly communications and warm hand offs. Operators are expected to handle all call processes and maintain a daily abandonment rate of five percent; the average speed to answer should be less than 30 seconds. The daily, weekly, and monthly average handle time of calls shall not exceed 35 seconds. The daily average will include all calls in a 24-hour period; weekly average handle time is all calls in a seven-day period; and monthly average handle time is all calls for a calendar month. Average handle time is considered the time it takes to disposition the call to the appropriate destination.

3.0 GENERAL REQUIREMENTS

The contractor shall provide all personnel, supervision, and other services necessary to provide outstanding switchboard coverage with first-call resolution for Hampton VA Medical Center 24 hours a day 7 days a week.

The contractor shall comply with industry best practices in the staffing of the Hampton VAMC switchboard operators placing an emphasis on customer-friendly communications and interpersonal “people” skills. The operators should be familiar or become familiar with proper telephone etiquette and should be familiar with the VA healthcare system. The operators will become familiar with various areas of Hampton VAMC so that they may appropriately transfer calls provided general medical center information and assist patients and health care providers in paging via pager system to physicians and other providers on call. The operators shall, have or acquire an understanding of the mission, vision, standard concepts, practices, and procedures of Hampton VAMC. Operators will be able to clearly articulate and communicate in English.

4.0 PERFORMANCE REQUIREMENTS

The contractor shall provide 24-hour coverage 7 days a week 365 days a year, utilizing industry best practice switchboard operator service for the Hampton VAMC with a daily abandonment rate of 5 percent; the average speed to answer should be less than 30 seconds. Average handle time of calls should not exceed 35 seconds. Average handle time is considered as the time it takes to disposition the call to the appropriate destination.

Contractor shall provide all necessary training to switchboard operators. The switchboard operator service shall provide the following, but is not limited to: Receiving all incoming calls, provide general and specific information to include general information queries, location of clinical and non-clinical areas and general directs to the hospital, clinic, and offices; locate employees, provider operator assistance, answer all emergency calls, alarms, operate audio, radio and digital paging systems, and maintaining appropriate records. Operators shall follow all established protocol for emergencies, threats, disasters, fire drill, and suicidal phone calls.

The contractor shall utilize a current directory of on-call rosters, notification and recall rosters, department/clinic service telephone listings and the medical center internet directory.

The contractor will ensure a supervisor/lead will be available to handle complex calls; complex calls are considered calls in which the operator cannot address and/or requires additional support. Example suicide caller.

Contractors shall create and utilize operator scripts when communicating with callers. The template shall be approved by the COR prior to use.

Contractor shall conduct a warm transfer; that is when transferring incoming call to an extension, operator will ensure the party on the other end answers and accepts the incoming call; to exclude COR designated cold transfers to ACD lines.

The contractor shall be fully operational no later than two weeks after contract award. The customer shall not pay for services that are not being rendered by the contractor.

The contractor shall have no more than 1 substantiated switchboard operations complaint per 1000 calls.

5.0 CONTRACTOR PERSONNEL

5.1 Program Manager (PM)

The contractor shall assign a Program Manager (PM) for the purposes of supervising and training contract personnel and ensuring compliance with all provisions of this contract.

The PM shall be dedicated to serve solely in the Medical Facility during administrative working hours and at all other times will be available, by telephone or pager, for any problems which may occur, including staffing problems. After normal duty hours, the PM or designated alternate shall be available within 60 minutes.

The contractor shall provide the names of alternates who can provide coverage when the PM is unavailable.

5.1.1 Absences:

When the PM plans to be absent for more than one 8-hour shift, the contractor shall notify the COR in writing or email. Include the name of the PM who will be providing coverage during the absence.

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

If the PM plans to be absent for a planned amount of time, the COR shall be notified prior, and the name of the alternate shall be provided.

5.1.2 Qualifications:

Program Manager must have at least two years switchboard operating experience, of which one year involved substantial responsibility for placing a variety of special calls (e.g., conference calls, long distance calls etc.) over varied circuits or routings or performing information operator work which required a knowledge of organizational units and major functions of a large multi-division organization, and must have had one or more year of experience of supervising, which involved organizing, directing and controlling staff. Must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and arranging work schedules to conform to peak telephone requirements for adequate service and can communicate, comprehend, use correct grammar, punctuation, and understand instructions, as well as write legibly.

5.1.3 Program Manager

The contractor shall provide a Program Manager for the purpose of supervising and training contract personnel and ensuring compliance with all provisions of this contract. The PM and alternate shall have switchboard operations background and experience e.g., computer operations, management, supervision, lead operator, chief operator, and all other aspects of switchboard operations.

5.2 Program Coordinator (PC)

The contractor shall provide a Program Coordinator (PC) responsible for managing and implementing contract requirements. The PC shall organize, direct, coordinate planning, and implement all program support activities. The PC shall be responsible for compliance, legal requirements and overall business objectives; analyze workflow and assignments to ensure efficient and cost-effective operations, develop and implement processes, program or service improvements to meet such needs, and provide interpretation of data and advise to management, servicing as a primary contact for problem resolution and data gathering. The PC shall coordinate activities to meet quality standards; monitor and advise on the performance of the quality management system and produce data and reports on performance. Where appropriate, the PC shall advise on changes and their implementation and provide input on training, tools, and techniques to enable others to achieve quality.

5.3 Switchboard Operators

The selection, assignment, 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 this performance work statement, concerning conduct of employees as referenced therein. When the Government directs, the contractor shall remove from performance on the contract any person who is identified as a potential threat to the health safety, security, general well-being, or operational mission of the activity and its population. Contractor’s personnel shall wear Hampton VAMC provided identification badges, which shall include employee’s name, and assignment throughout tour of duty. The contractor shall not employee any person who is an employee of the United States Government if employment of that person would create a conflict of interest.

5.4 Switchboard Operator Qualifications

Switchboard operators must be able to assume the responsibility for placing a variety of special calls (e.g., conference calls, long distance calls, etc.) 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 speak and deal with people from a variety of backgrounds, with varying levels of understanding, work under pressure and stressful conditions and adapt to changing working conditions. Program Manager shall not allow new personnel to perform duties alone until he/she has received at least one full 7-day week of on-the-job training on each tour of duty.

6.0 LOGS/REPORTS/DELIVERABLES

The contractor shall be required to maintain the following reports and logbooks:

· Unusual Event Log

· Telephone Trouble Report

· Code Blue/Cardiac Arrest Logbooks

· Weekly Status Report

· Monthly Status Report

· Daily Code Pager Testing Results The contractor shall provide the COR Weekly and Monthly Status Reports electronically. Microsoft Word and Excel formats or Adobe PDF are acceptable forms.

Monthly Status Reports shall include customer complaints: total number of complaints, total number of resolved complaints and total number of unresolved complaints. These reports shall also identify any problems that arose and a description of how the problem were resolved. If problems have not been completely resolved, the contractor shall provide an explanation including their plan and timeframe for resolving the issue.

It is expected that the contractor will keep in communication with COR accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues.

7.0 GOVERNMENT FURNISHED PROPERTY AND SERVICES

The Government shall provide, without cost to the Contractor, the facilities, and telephone console equipment required for the use of the Contractor in performance of their duties.

B.4 SPECIAL CONTRACT REQUIREMENTS

1.0 NO SMOKING

Per VHA Directive 1085 Dated 3/15/19. All VA Health Care Facilities shall be smoke free. This directive applies to all patients, visitors, contractors, volunteers, and vendors.

2.0 KEY PERSONNEL

Key personnel will be identified in the proposal and shall be considered key personnel essential for the successful completion of the work performed under the contract. The contractor agrees that such personnel shall not be removed, diverted, or replaced from the work without prior written approval of the Contracting Officer. The contractor shall submit written notice of proposed personnel changes to the Contracting Officer for approval at least (30) business days in advance.

3.0 CONTRACTOR EMPLOYEES

Contractor shall ensure that their personnel identity themselves as Contractors when attending meetings, answering government telephones, providing any type of written correspondence, or working in situations where their actions could be construed as official government acts.

The Contractor mush also provide at a minimum annual safety in the workplace training and provide certificate upon request. The OC may authenticate the training requirements, request training certificates or credentials from the contractor at any time for any personnel who are servicing or installing the Medical Center’s equipment.

4.0 BACKGROUND INVESTIGATIONS

All contractor employees are subject to the same level of investigation as VA employees who have access to VA Sensitive Information. The level of background investigation commensurate with the level of access needed to perform the statement of work is: Low Risk, National Agency Check with Written Inquires (NACI).

The contractor shall bear the expense of obtaining background investigations. If the investigation is conducted by the Office of Personnel Management (OPM) through the VA, the VA facility will pay for investigations in advance. The cost of the investigation is $267.00 per individual.

In the event an individual has a reciprocal background investigation on file, the contractor shall reimburse the VA facility $27.00 per individual for processing of Special Agreement Checks (SAC) (fingerprinting).

All cost of investigation will be withheld from the first invoice submitted by the contractor.

Upon notice of award, the CO shall provide the contractor with detailed instructions of fulfilling security requirements.

5.0 QUALITY ASSURANCE SURVEILLANCE PLAN

The Government intend to utilize a Quality Assurance Surveillance Plan (QASP) to monitor the quality of the contractor’s performance. The oversight provided for in order and in the QASP will help to ensure that service levels reach and maintain the required levels throughout the contract term. Further, the QASP provides the COR with a proactive way to avoid unacceptable or deficient performances and provides verifiable into for the required Past Performance Information Assessments. The QASP will be finalized immediately following award and a copy provided to the Contractor afterward. The QASP is a living document and may be updated by the Government as necessary.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The contractor will be evaluated in accordance with the following:

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor through contract modification. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) – The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Jerry Mann Organization or Agency: Network Contracting Office 6

b. Contracting Officer’s Representative (COR) – The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR: TBD

Organization or Agency: Hampton Veteran Affairs Medical Center

3. CONTRACTOR REPRESENTATIVES

The following employee(s) of the contractor serve as the contractor’s program manager(s) for this contract.

Primary: TBA

4. PERFORMANCE STANDARDS

The contractor is responsible for performance of ALL terms and conditions of the contract. CORs will provide contract progress reports quarterly to the CO reflecting performance on this plan and all other aspects of the resultant contract. The performance standards outlined in this QASP shall be used to determine the level of contractor performance in the elements defined. Performance standards define desired services. The Government performs surveillance to determine the level of Contractor performance to these standards.

The Performance Requirements are listed below in Section 6. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the standard and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the contractor on the contract.

5. INCENTIVES/DEDUCTS

The Government shall use past performance as incentives. Incentives shall be based on ratings received on the performance standards (Inclusion of any monetary incentives requires approval through the Department’s Senior Procurement Executive (SPE) – there will be no monetary incentives.

6. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. DIRECT OBSERVATION. 100% surveillance: Action required via daily reporting.

b. PERIODIC INSPECTION. Inspections scheduled and reported quarterly per COR delegation or as needed. Ten (10) randomly selected patient files will be reviewed per inspection period. All inspections and reports will be conducted in compliance with VA Privacy and Information security standards.)

c. VALIDATED USER/CUSTOMER COMPLAINTS. Customer complaint data will be obtained via Customer feedback and will be compiled weekly and reviewed by Service Chief. Any validated complaints against the Contractor which are not resolved within seven business days will be further investigated.

d. RANDOM SAMPLING. Patient treatment files will be quarterly randomly and or periodically selected for review. All reviews and reports will be conducted in compliance with VA Privacy and Information security standards.)

e. Verification and/or documentation provided by Contractor. Contractor provided documentation will be reviewed via required daily action reporting.

QASP PERFORMANCE REPORT DATE:_____________

ID

Performance Objective

Performance Threshold

Incentive/ Disincentive

3.0 General Requirements

Direct observation and random inspections (daily, weekly, monthly, quarterly, semi‐ annual or annually) and may be adjusted, based on quality trends.

Incentive: Favorable contractor performance evaluation.

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service. Three or more issued CDRs may result in negative CPARS report.

5.1.3 Personnel Manager

Direct observation and random inspections (daily, weekly, monthly, quarterly, semi‐ annual or annually) and may be adjusted, based on quality trends.

Incentive: Favorable contractor performance evaluation.

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of service. Three or more issued CDRs may result in negative CPARS report.

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide an acceptable level of service. Five or more issued CDRs may result in negative CPARS report.

& Reports IAW PWS 6.0 Logs/Reports/Deliverables

review of monthly reports and invoices Incentive: Favorable contractor performance evaluation.

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide an acceptable level of service. Five or more issued CDRs may result in negative CPARS report.

5.1.2 Qualifications

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide an acceptable level of service. Five or more issued CDRs may result in negative CPARS report.

7. HOURS OF OPERATION

The services covered by this contract shall be furnished by the contractor as defined herein. The contractor shall not be required, except in case of emergency, to furnish such services on Federal Holidays or during off duty hours as described below.

Normal working hours are Monday through Friday, 08:00am-4:30pm once a month, excluding federal holidays which are as follows:

Any other day specifically declared by the President of the United States to be a federal holiday. When one of the holidays falls on Sunday, the following Monday shall be observed as a Federal Holiday. When a holiday falls on a Saturday, the preceding Friday shall be observed as a Federal Holiday.

The table below is a sample that can be tailored – note that the table must identify where in the PWS the standards are found for monitoring performance. Check the MSO Customer Resource Center for approved mandatory QASPs.

8. RATINGS

Metrics and methods are designed to determine rating for a given standard and acceptable quality level. The following ratings shall be used:

Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Note: To justify an Exceptional rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However, a singular event could be of such magnitude that it alone constitutes an Exceptional rating. Also, there should have been NO significant weaknesses identified.

Note: To justify a Very Good rating, you should identify a significant event in each category and state how it was a benefit to the GOVERNMENT. Also, there should have been NO significant weaknesses identified.

Note: To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract. Also, there should have been NO significant weaknesses identified.

b. If contractor performance does not meet the Acceptable Quality level, the CO shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the CO shall document the discussion and place it in the contract file. When the COR and the CO determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to CO. The CO will in turn review and will present to the contractor's program manager for corrective action.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor must present this corrective action plan to the CO. The Government shall review the contractor's corrective action plan to determine acceptability. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance and the acceptability of the Contractor’s corrective action plan.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO. See Sample CDR below.

6.0 BILLING AND PAYMENT

The contractor shall submit payment requests in electronic form via VA’s Electronic Invoice Presentment and Payment System. (See Web site at http://www.fsc.va.gov/einvoice.asp.)

Invoices shall be submitted monthly, in arrears, and shall include at a minimum:

· Date of Invoice

· Invoice Number

· Contract Number

· Obligation Number

· Vendor Name

· CLIN & Date of Service

7.0 CONTRACTOR PERFORMANCE ASSESSMENT REPORTING SYSTEM (CPARS)

(a) FAR 42.1502 direct all Federal agencies to collect past performance information on contracts. The Department of Veterans Affairs has implemented use of the Contractor Performance Assessment Reporting System (CPARS) to comply with this regulation. One or more past performance evaluations will be conducted to record your contract performance as required by FAR Subpart 42.15 Contractor Performance Information.

(b) The past performance evaluation process is a totally paperless process using CPARS. CPARS is a web-based system that allows for electronic processing of the performance evaluation report. Once the report is processed, it is available in the Past Performance Information Retrieval System (PPIRS) for Government use in evaluating past performance as part of a source selection action.

(c) Please furnish the Contracting Officer with the name, position title, phone number, and email address for each person designated to have access to your firm’s past performance evaluation(s) for the contract no later than 30 days after award. Each person granted access will have the ability to provide comments in the Contractor portion of the report and state whether the Contractor agrees with the evaluation, before returning the report to the Assessing Official. The report information must be protected as source selection sensitive information not releasable to the public.

(d) When your Contractor Representative(s) (Past Performance Points of Contact) are registered in CPARS, they will receive an automatically generated email with detailed login instructions. Further details, system requirements, and training information for CPARS are available at www.cpars.gov. The CPARS User Manual, registration for online training for Contractor Representatives may be found at this site.

(e) Within 60 days after the end of a performance period, the Contracting Officer will complete an interim or final past performance evaluation and the report will be accessible at www.cpars.gov Contractor Representatives may then provide comments in response to the evaluation, or return the evaluation without comment. Comments are limited to the space provided in Block 22. Your comments should focus on objective facts in the Assessing Official’s narrative and should provide your views on the causes and ramifications of the assessed performance. In addition to the ratings and supporting narratives, blocks 1-17 should be reviewed for accuracy, as these include key fields that will be used by the Government to identify your firm in future source selection evaluations. If you elect not to provide the comments, please acknowledge receipt of the evaluation by indicating, “No Comment” in Block 22, and then signing and dating Block 23 of the form. Without a statement in Block 22, you will be unable to sign and submit the evaluation back to the Government. If you do not sign and submit the CPAR within 30 days, it will automatically be returned to the Government and will be annotated: “The report was delivered/received by the contractor on (date). The contractor neither signed nor offered comment in response to this assessment.” Your response is due within 30 calendar days after receipt of the CPAR.

(f) The following guidelines apply concerning your use of the past performance evaluation:

(1) Protect the evaluation as “source selection information.” After review, transit the evaluation by completing and submitting the form through CPARS. If for some reason you are unable to view and/or submit the form through CPARS, contact the Contracting Officer for instructions.

(2) Strictly control access to the evaluation within your organization. Ensure the evaluation is never released to persons or entities outside of your control.

(3) Prohibit the use of or reference to evaluation data for advertising promotional material, pre-awarded surveys, responsibility determination, production readiness reviews, or other similar purposes.

(g) If you wish to discuss a past performance evaluation, you should request a meeting in writing to the Contracting Officer no later than seven days following your receipt of the evaluation. The meeting will be held in person or via telephone or other means during your 30-day review period.

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

SWITCHBOARD OPERATOR SERVICE FOR THE HAMPTON VA MEDICLA CENTER.

OPERATOR WILL PROACTIVELY TRANSFER, ASSESS, TRACK, MONITOR AND HANDLE THE DISPOSITION OF ALL CALLS.

Contract Period: Base POP Begin: 04-01-2026 POP End: 03-31-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications MANUFACTURER PART NUMBER (MPN): Service

SWITCHBOARD OPERATOR SERVICE FOR THE HAMPTON VA MEDICLA CENTER.

Contract Period: Option 1 POP Begin: 04-01-2027 POP End: 03-31-2028 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services

SWITCHBOARD OPERATOR SERVICE FOR THE HAMPTON VA MEDICLA CENTER.

Contract Period: Option 2 POP Begin: 04-01-2028 POP End: 03-31-2029 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services

SWITCHBOARD OPERATOR SERVICE FOR THE HAMPTON VA MEDICLA CENTER.

Contract Period: Option 3 POP Begin: 04-01-2029 POP End: 03-31-2030 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services

SWITCHBOARD OPERATOR SERVICE FOR THE HAMPTON VA MEDICLA CENTER.

Contract Period: Option 4 POP Begin: 04-01-2031 POP End: 03-31-2032 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services

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SECTION C - CONTRACT CLAUSES

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. Upon request, the Contracting Officer will make their full text available.

The following clauses are incorporated into 52.212-4 as an addendum to this contract:

C.1 SUPPLEMENTAL INSURANCE REQUIREMENTS

In accordance with FAR 28.307-2 and FAR 52.228-5, the following minimum coverage shall apply to this contract:

(a) Workers' compensation and employers liability: Contractors are required to comply with applicable Federal and State workers' compensation and occupational disease statutes. If occupational diseases are not compensable under those statutes, they shall be covered under the employer's liability section of the insurance policy, except when contract operations are so commingled with a Contractor's commercial operations that it would not be practical to require this coverage. Employer's liability coverage of at least $100,000 is required, except in States with exclusive or monopolistic funds that do not permit workers' compensation to be written by private carriers.

(b) General Liability: $500,000.00 per occurrences.

(c) Automobile liability: $200,000.00 per person; $500,000.00 per occurrence and $20,000.00 property damage.

(d) The successful bidder must present to the Contracting Officer, prior to award, evidence of general liability insurance without any exclusionary clauses for asbestos that would void the general liability coverage.

(End of Clause)

C.2 DELIVERY SCHEDULE

100 Emancipation Drive Hampton, VA 23667

USA

12.00

12.00

12.00

12.00

12.00

C.3 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address(es):

https://www.acquisition.gov/far-overhaul/far-part-deviation-guide/far-overhaul-part-52#FAR_52_252_2 http://www.va.gov/oal/library/vaar/index.asp

(End of Clause)

C.4 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020)

The Contracting Officer reserves the right to designate an Administrative Contracting Officer (ACO) for the purpose of performing certain tasks/duties in the administration of the contract. Such designation will be in writing through an ACO Letter of Delegation and will identify the responsibilities and limitations of the ACO. A copy of the ACO Letter of Delegation will be furnished to the Contractor.

(End of Clause)

C.5 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 30 Days.

(End of Clause)

C.6 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 30 Days; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed five (5) years..

(End of Clause) C.7 VAAR 852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING—CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION (JAN 2023) (DEVIATION)

(a) Pursuant to 38 U.S.C. 8127(l)(2), the offeror certifies that—

(1) If awarded a contract (see FAR 2.101 definition), it will comply with the limitations on subcontracting requirement as provided in the solicitation and the resultant contract, as follows:

(i) [] Services. In the case of a contract for services (except construction), the contractor will not pay more than 50% of the amount paid by the government to it to firms that are not certified SDVOSBs listed in the SBA certification database as set forth in 852.219–73 or certified VOSBs listed in the SBA certification database as set forth in 852.219–74. Any work that a similarly situated certified SDVOSB/VOSB subcontractor further subcontracts will count towards the 50% subcontract amount that cannot be exceeded. Other direct costs may be excluded to the extent they are not the principal purpose of the acquisition and small business concerns do not provide the service as set forth in 13 CFR 125.6.

(ii) [] General construction. In the case of a contract for general construction, the contractor will not pay more than 85% of the amount paid by the government to it to firms that are not certified SDVOSBs listed in the SBA certification database as set forth in 852.219–73 or certified VOSBs listed in the SBA certification database as set forth in 852.219–74. Any work that a similarly situated certified SDVOSB/VOSB subcontractor further subcontracts will count towards the 85% subcontract amount that cannot be exceeded. Cost of materials are excluded and not considered to be subcontracted.

(iii) [] Special trade construction contractors. In the case of a contract for special trade contractors, the contractor will not pay more than 75% of the amount paid by the government to it to firms that are not certified SDVOSBs listed in the SBA certification database as set forth in 852.219–73 or certified VOSBs listed in the SBA certification database as set forth in 852.219–74. Any work that a similarly situated certified SDVOSB/VOSB subcontractor further subcontracts will count towards the 75% subcontract amount that cannot be exceeded. Cost of materials are excluded and not considered to be subcontracted.

(2) The offeror acknowledges that this certification concerns a matter within the jurisdiction of an Agency of the United States. The offeror further acknowledges that this certification is subject to Title 18, United States Code, Section 1001, and, as such, a false, fictitious, or fraudulent certification may render the offeror subject to criminal, civil, or administrative penalties, including prosecution.

(3) If VA determines that an SDVOSB/ VOSB awarded a contract pursuant to 38 U.S.C. 8127 did not act in good faith, such SDVOSB/VOSB shall be subject to any or all of the following:

(i) Referral to the VA Suspension and Debarment Committee;

(ii) A fine under section 16(g)(1) of the Small Business Act (15 U.S.C. 645(g)(1)); and

(iii) Prosecution for violating 18 U.S.C. 1001.

(b) The offeror represents and understands that by submission of its offer and award of a contract it may be required to provide copies of documents or records to VA that VA may review to determine whether the offeror complied with the limitations on subcontracting requirement specified in the contract.