36C24626Q0356 0002.docx

5. PROJECT NUMBER (if applicable)

CODE

7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER

3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO.

1. CONTRACT ID CODE

FACILITY CODE

CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office.

is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER

16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30

PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243 (Type or print) (Type or print) (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code) (If other than Item 6) (Specify type of modification and authority) (such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer) 03-10-2026 Jerry Mann Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton VA 23667 James Risbon Department of Veterans Affairs Network Contracting Office 6 100 Emancipation Drive Hampton VA 23667 To all Offerors/Bidders

36C24626Q0356

X X X ** HOUR & DATE for Receipt of Offers is EXTENDED to: 03-13-2026 9 AM EDT See CONTINUATION Page X The purpose of this amendment is to do the following.

1 To answer question 5 not answered on amendment 0001.

All other terms and conditions remain the same.

Jerry Mann Contracting Officer

CONTINUATION PAGE

A.1 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

RFQ 36C24626Q0356

Telephone Switchboard Operator Service Question/Answers Questions will be in “Black” and Answers will be in “Red”.

03-05-2026 RFQ Questions and Answers

Question 1: Would the Government clarify the hours of operations?

Section 4.0 PERFORMANCE REQUIREMENTS state “The contractor shall provide 24-hour coverage 7 days a week 365 days a year”; however, PWS para 7. HOURS OF OPERATION states “Normal working hours are Monday through Friday, 08:00am-4:30pm once a month, excluding federal holidays”.

Answer: 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 365 days a year. The contractor shall determine how many shifts are required to provide the required switchboard coverage.

There are no set “normal working hours.” The switchboard service will be provided 24 hours a day, 7 days a week 365 days a year.

Question 2: Does the Government require or desire that all four (4) NEC Electronic Telephone Attendant Consoles be staffed 24/7/365?

Answer: 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.

No, the requirement is for the contractor to provide 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.

03-09-2026 RFQ Questions and Answers

Question 1: Incumbent Contractor Is there an incumbent contractor currently performing these services?

If so, could you please provide the contractor’s name and the current period of performance?

Answer: The switchboard operator contract is being fulfilled by Innovation at Work. The current performance period is from Oct 2025 through Mar 2026.

Question 2: Scope of Contractor Support Is this contract intended to supplement existing VA switchboard staff, or will the contractor be responsible for providing the full switchboard operator function?

Answer: There are no existing VA switchboard staff. The contractor will be responsible for providing the full switchboard operator function.

Question 3: Location of Services Are switchboard operators required to perform services on-site at the Hampton VA Medical Center, or would remote operations be acceptable if all performance requirements and response metrics can be met?

Answer: They are required to perform services on-site at the Hampton VA Medical Center.

Question 4: Staffing Levels The PWS indicates an estimated call volume of approximately 40,000 calls per month and requires 24/7 coverage. Could the Government provide the current or historical staffing model (e.g. number of operators per shift) or the anticipated number of Full-Time Equivalents (FTEs) expected under this contract?

Answer: Currently there are 3 shifts.

Day shift – 1 supervisor, 3 full time operators, 2 part-time operators.

Mid shift – 2 full time operators, 2 part-time operators Night shift – 2 full time operators, 2 part-time operators

Question 5: Historical Performance Metrics To assist with staffing and pricing, could the Government provide historical data for the past 12 months including:

· Average calls per day

· Peak hourly call volume

· Average abandonment rate Answer:

· Average calls per day - 936.37

· Peak hourly call volume - 10am – 2pm

· Average abandonment rate – 01.09

Question 6: Service Contract Labor Standards Wage Determination Could the Government confirm the applicable Service Contract Labor Standards (SCLS) wage determination and labor category expected for switchboard operators under this contract?

Answer: Wage Determination #2015-4341 / REV 32 / 12-03-2025

End of Questions / Anwers RFQ 36C24626Q356 Telephone Switchboard Operator Service