36C24720Q0217-009.docx

36C24720Q0217 Contract Opportunity Combined Synopsis/Solicitation Notice

CLASSIFICATION CODE

SUBJECT

CONTRACTING OFFICE'S

ZIP-CODE

SOLICITATION NUMBER

RESPONSE DATE (MM-DD-YYYY)

ARCHIVE

DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS

SET-ASIDE

NAICS CODE

CONTRACTING OFFICE

ADDRESS

POINT OF CONTACT

(POC Information Automatically Filled from User Profile Unless Entered)

DESCRIPTION

See Attachment

AGENCY'S URL

URL DESCRIPTION

AGENCY CONTACT'S EMAIL

ADDRESS

EMAIL DESCRIPTION

ADDRESS

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

GENERAL INFORMATION

PLACE OF PERFORMANCE

* = Required Field Contract Opportunity Combined Synopsis/Solicitation Notice R699 *** 508-20-3-471-0003 Switchboard Operation***

(VA-20-00009455)

31021 36C24720Q0217 02-10-2020 N

SDVOSBC

561421 Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021

SHERYL HARRIS

CONTRACTING OFFICER

DEPARTMENT OF VETERANS AFFAIRS

1826 VETERANS BLVD

DUBLIN GA

31021

DEPARTMENT OF VETERANS AFFAIRS

ATLANTA VA MEDICAL CENTER

1670 CLAIRMONT ROAD

DECATUR, GA

30033

USA

sheryl.harris5@va.gov sheryl.harris5@va.gov This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation number is 36C24720Q0217 and is issued as a request for quotation (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-95. The associated NAICS code is 561421, Telephone Answering Services. This is set-aside for Service-Disabled Veteran Owned Small Businesses (SDVOSB). The requirement is for use at the Atlanta VA Medical Center. Delivery location is Atlanta VA Medical Center, 1670 Clairmont Road, Decatur, Georgia and Atlanta VAHCS leased offices located at 200 East Ponce Deleon Avenue, Decatur, Georgia.

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

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

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

36C24720Q0217 01-31-2020

SHERYL HARRIS

478-272-1210 02-10-2020

10:00 AM

Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021 X X 561421 $16.5 Million N/A X See Delivery Schedule

Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021

Department of Veterans Affairs

FMS-VA-2(101)

Financial Services Center PO Box 149971 Austin TX 78714-9971 See CONTINUATION Page

PLEASE REFERENCE B.2 PRICE COST DELIVERY AND STATMENT OF

WORK.

See CONTINUATION Page X X

SHERYL HARRIS

CONTRACTING OFFICER

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C247 Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021

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.

Department of Veterans Affairs

FMS-VA-2(101)

Financial Services Center PO Box 149971 Austin TX 78714-9971 ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 PRICE/COST SCHEDULE ITEM INFORMATION

PERIOD OF PERFORMANCE: APRIL 1, 2020 TO MARCH 31, 2021 Provide on-site supervison and other services necessary to perform Switchboard Operator Service. Work required is to be performed in accordance with contract period for 04/01/2020 TO 03/31/2021: Atlanta Switchboard 1670 Clairmont RD. Decatur GA 30033.

Contract Period: Base POP Begin: 04-01-2020 POP End: 03-31-2021

Provide on-site Supervision and other services necessary to perform Switchboard Operator Services. Work required is to be performed in accordance with contract periord for 04/01/2020 TO 030=/31/2021 Satellite Office 200 Ponce De Leon Ave Decatur GA 30032

POP Begin: 04-01-2020 POP End: 03-31-2021

PERIOD OF PERFORMANCE: APRIL 1, 2020 TO MARCH 31, 2021 Provide on-site supervison and other services necessary to perform Switchboard Operator Service. Work required is to be performed in accordance with contract period for 04/01/2020 TO 03/31/2021: Atlanta Switchboard 1670 Clairmont RD. Decatur GA 30033.

Contract Period: Option 1 POP Begin: 04-01-2021 POP End: 03-31-2022

Provide on-site Supervision and other services necessary to perform Switchboard Operator Services. Work required is to be performed in accordance with contract periord for 04/01/2020 TO 030=/31/2021 Satellite Office 200 Ponce De Leon Ave Decatur GA 30032

POP Begin: 04-01-2021 POP End: 03-31-2022

PERIOD OF PERFORMANCE: APRIL 1, 2020 TO MARCH 31, 2021 Provide on-site supervison and other services necessary to perform Switchboard Operator Service. Work required is to be performed in accordance with contract period for 04/01/2020 TO 03/31/2021: Atlanta Switchboard 1670 Clairmont RD. Decatur GA 30033.

Contract Period: Option 2 POP Begin: 04-01-2022 POP End: 03-31-2023

Provide on-site Supervision and other services necessary to perform Switchboard Operator Services. Work required is to be performed in accordance with contract periord for 04/01/2020 TO 030=/31/2021 Satellite Office 200 Ponce De Leon Ave Decatur GA 30032 Contract Period: Option 2 POP Begin: 04-01-2022 POP End: 03-31-2023

PERIOD OF PERFORMANCE: APRIL 1, 2020 TO MARCH 31, 2021 Provide on-site supervison and other services necessary to perform Switchboard Operator Service. Work required is to be performed in accordance with contract period for 04/01/2020 TO 03/31/2021: Atlanta Switchboard 1670 Clairmont RD. Decatur GA 30033.

Contract Period: Option 3 POP Begin: 04-01-2023 POP End: 03-31-2024

Provide on-site Supervision and other services necessary to perform Switchboard Operator Services. Work required is to be performed in accordance with contract periord for 04/01/2020 TO 030=/31/2021 Satellite Office 200 Ponce De Leon Ave Decatur GA 30032 Contract Period: Option 3 POP Begin: 04-01-2023 POP End: 03-31-2024

PERIOD OF PERFORMANCE: APRIL 1, 2020 TO MARCH 31, 2021 Provide on-site supervison and other services necessary to perform Switchboard Operator Service. Work required is to be performed in accordance with contract period for 04/01/2020 TO 03/31/2021: Atlanta Switchboard 1670 Clairmont RD. Decatur GA 30033.

Contract Period: Option 4 POP Begin: 04-01-2024 POP End: 03-31-2025

Provide on-site Supervision and other services necessary to perform Switchboard Operator Services. Work required is to be performed in accordance with contract periord for 04/01/2020 TO 030=/31/2021 Satellite Office 200 Ponce De Leon Ave Decatur GA 30032 Contract Period: Option 4 POP Begin: 04-01-2024 POP End: 03-31-2025

B.3 DELIVERY SCHEDULE

Atlanta VA Medical Center 1670 Clairmont Road Decatur, GA 30033

USA

404-321-6111 ext 121167 jackie.pendleton@va.gov

SWITCHBOARD OPERATIONS SERVICES

B.1.1. SCOPE OF WORK

1. The contractor shall provide on-site personnel, supervision, equipment and other services necessary to perform the work required by the solicitation, except for those items and services specifically identified as Government furnished. Services will be performed at the Atlanta VA Medical Center, 1670 Clairmont Road, Decatur, Georgia and the Atlanta VAHCS leased offices located at 200 East Ponce Deleon Avenue, Decatur, Georgia. The contractor shall provide coverage with a fully qualified replacement for any absences. The contractor shall be responsible for administration, supervision, training and any special supplies required not set forth herein.

4. The work consists of providing 24 hour coverage for telephone switchboard, seven days a week, including holidays. Contractor shall provide full-time administrative support services in such a manner as to ensure effective and efficient day-to-day operations of the Atlanta VA Medical Center.

5. Historic call volume is approximately three thousand (3000) phone calls per day to the Atlanta VAHCS operator. Historic service times are approximately forty-five (45) seconds per phone call excluding post processing. The expectation of this contract is to have an average wait time of less than thirty (30) seconds and an abandonment rate of less than 5%. The contractor will provide the required personnel to meet this demand.

6. All references to locations of rooms, buildings or function are for informational purposes only. Such references do not necessarily indicate that these locations or functions designations will remain unchanged. Changes of functional designations or locations which affect this contract, and which require permanent changes in staffing requirements, and/or revenues will be coordinated by the Contracting Officer’s Technical Representative (COTR) and Contracting Officer (CO) prior to initiation of such changes to assure adequate contractual coverage.

7. Established services, functions, programs, staffing patterns, and hours and days of operation should not be altered without prior written approval of the CO. Any changes to the requirements of this solicitation will be negotiated under the changes clause.

B.1.2. Definitions Definitions as used throughout this SOW shall have the following meaning:

Acceptable Quality Level (AQL): The maximum percent of defective work, the maximum number of defects per hundred units, or number of defects, that will be allowed before work is considered unsatisfactory. An AQL does not imply that the Contractor may knowingly perform in an unsatisfactory way. It implies that the Government recognizes that when satisfactory performance meets or exceeds the AQL, the service will not be subject to payment reduction by the Government. The Contractor, however, must correct all unsatisfactory work unless excused by the COTR.

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

Contracting Officer Technical Representative (COTR): The Government person responsible for checking Contractor’s performance.

Pre-Award Survey Team: A group of Government employees who review particular information to help the Government ensure that it awards the contract to a qualified bidder.

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

Working Hours: 24 hours a day 365 days a year including all holidays.

Project Manager (PM): Contractor’s representative having supervisory responsibility and authority for total performance of work under the contract.

Quality Assurance: The actions taken by the Government to check goods or services to determine that they meet the requirements of the SOW.

Quality Control: The actions taken by a Contractor to control the reduction of goods or services so that they will meet the requirements of the SOW.

Statement of Work (SOW): A document that describes accurately the essential and technical requirements for items, materials, and services including the standards used to determine whether the requirements have been met.

Standard: An acknowledged measure of comparison demonstrating a required level of quality. Start Date: The date work under this contract is scheduled to begin.

B.1.3. ADMINISTRATIVE MATTERS All data developed or otherwise procured by the Contractor in the performance of this contract shall be delivered to the Government at the times and in the manner specified by this contract. Contractor shall make all records available upon request of the Contracting Officer. All records and reports generated as a result of this contract are the property of the Government. B.1.3.1 Records Management

The following standard items relate to records generated in executing the contract and should be included in a typical Electronic Information Systems (EIS) procurement contract:

1. Citations to pertinent laws, codes and regulations such as 44 U.S.C chapters 21, 29, 31 And 33; Freedom of Information Act (5 U.S.C. 552); Privacy Act (5 U.S.C. 552a); 36 CFR Part 1222 and Part 1228.

2. Contractor shall treat all deliverables under the contact as the property of the U.S. Government for which the Government Agency shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest.

3. Contractor shall not create or maintain any records that are not specifically tied to or authorized by the contract using Government IT equipment and/or Government records.

4. Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected by the Freedom of Information Act.

5. Contractor shall not create or maintain any records containing any Government Agency records that are not specifically tied to or authorized by the contract.

6. The Government Agency owns the rights to all data/records produced as part of this contract.

7. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract. Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data.

8. Contractor agrees to comply with Federal and Agency records management policies, including those policies associated with the safeguarding of records covered by the Privacy Act of 1974. These policies include the preservation of all records created or received regardless of format [paper, electronic, etc.] or mode of transmission [e-mail, fax, etc.] or state of completion [draft, final, etc.].

9. No disposition of documents will be allowed without the prior written consent of the Contracting Officer. The Agency and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. Records may not be removed from the legal custody of the Agency or destroyed without regard to the provisions of the agency records schedules.

10. Contractor is required to obtain the Contracting Officer’s approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, this contract. The Contractor (and any sub-contractor) is required to abide by Government and Agency Guidance for protecting sensitive and proprietary information.

All data developed or otherwise procured by the Contractor in the performance of this contract shall be delivered to the Government at the times and in the manner specified by this contract. Contractor

B.1.4. SAFETY Contractor shall comply with all safety rules and requirements prescribed by the Atlanta VAMC and Government regulations. Accidents and injuries involving contract employees shall be reported to the Contracting Officer or designee.

1. The Chief, Engineering Service is the designated VA Safety Officer for this contract and is responsible for 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 COTR’s report will be forwarded to the Department of Labor. These inspections do not relieve the Contractor from full compliance with Contractor’s responsibilities.

2. 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.

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

4. The Contractor shall comply with the federal, state and local safety and fire regulations and codes identified in the publications section of this solicitation as mandatory.

5. Phone number for security and fire protection is 404-321-6111 extension 7641.

CONTRACTOR PERSONNEL

B.1.5.1. Project Manager Contractor shall provide a Project Manager (PM) for the purpose of supervising and training contractor personnel and ensuring compliance with provision of this contract. The PM shall be dedicated to service solely to and at the Atlanta VAHCS and its leased office space during regular working hours and be available by telephone or pager to operators after irregular working hours for any problems. The PM shall respond within one hour during off-tour hours. Name of this person and an alternate shall be provided to the Contracting Officer by contract start date.

When the PM plans to be absent for more than one 8 hour shift, the Contractor shall notify the COTR in writing or electronic mail of who will be the stand-in representative during his/her absence.

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

Project Manager Qualifications: Project manager must have had at least two years telephone operating experience, of which one year involved substantial responsibility for placing a variety of special long distance calls (e.g., conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge of the 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 a staff. PM 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. PM must have the ability to communicate, comprehend, use correct grammar and pronunciation, and understand instructions as well as to write legibly, is required. PM must have the ability to operate various communications systems.

B.1.5.1.1. Project Manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract.

B.1.5.1.2. Project Manager or alternate shall be available during regular working hours to meet with Government personnel.

B.1.5.1.3. Project Manager shall maintain communications with the Contracting Officer or his authorized representative. Contract manager shall maintain cost and man-hour reporting to the COTR for payment purposes.

B.1.5.1.4. Project Manager shall provide a weekly status report showing conformance to the performance requirements of B.1.1.5 to the COTR.

B.1.5.2. Employees The Government shall be authorized to restrict the employment of any contract employees, or prospective employees, who are identified as a potential threat to the health, safety, security and general well being of the mission of the Atlanta VA Medical Center. 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 the performance work statement, concerning conduct of employees as referenced therein.

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.

Contractor’s personnel shall wear identification badges, which shall include employee’s name and company, throughout the tour of duty.

Drinking and eating will be permitted in designated areas or in the Canteen. Smoking will not be permitted at the Atlanta VAHCS it is a smoke free work place.

Telephone Operator Qualifications: Telephone operator must be able to assume the responsibility for placing a variety of special long-distance calls (e.g., conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a 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.

Operators must have ability to operate various communication systems. PM must 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 (OJT).

B.1.5.2.1. Contractor personnel may be required to possess demonstrated knowledge of the following software applications upon employment in certain job assignments.

This will require the mandatory Cyber Training and VHA Privacy Policy Training before gaining access to sensitive information. Other training requirements may be stipulated by the Atlanta VA Medical Center:

Microsoft Word, Excel, Power Point, Outlook email

B.1.5.3. Personnel Rosters Current written roster of all regular and alternative personnel will be provided to the COTR. Personnel not listed will not be allowed to work in the medical facility.

B.1.5.4. Training No contract personnel shall be assigned to work under the contract until initial orientation and training as specified in Contractor’s procedure manual, and special instruction from the COTR are completed. Special instructions from COTR include:

1. The Government shall provide the orientation to familiarize the contractor’s personnel with the attendants’ console. The Government will provide New Employee 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.

B.1.6. Quality Control/Quality Assurance

B.1.7.1.3 Background Investigations and Special Agreement Checks

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. This requirement is applicable to all subcontractor personnel requiring the same access.

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 contractor shall reimburse the VA within 30 days.

Government furnished property and supplies shall be used only in connection with performance under this contract consistent with all Federal, VA, State, and local policies, standards, codes, and directives. The Government, without cost to the Contractor, the facilities, equipment, materials and/or services listed below.

B.2.1. PROPERTY

Facilities – The Government shall furnish approximately 342 square feet for Switchboard Operations at the VA Medical Center, Decatur, Georgia. This space is adjacent to the main entrance of the Medical Center located at 1670 Clairmont Road. The Government shall also furnish approximately 132 square feet for switchboard operations at VA Medical Center leased space. This space is located on the ground floor at 200 Ponce de Leon, Decatur, Georgia. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA), and no hazards have been identified for which any special precautions must be taken.

Equipment – The Government shall provide the Contractor the SIEMENS telephone attendant consult equipment necessary to process incoming and outgoing telephone calls.

B.2.2. MATERIALS

The Government shall provide the Contractor with the log books for recording long distance calls, daily telephone equipment malfunctions, daily pager equipment malfunctions, resuscitation calls, serious disturbance calls and other duty recorded calls.

The contractor shall provide qualified workers with skills and experience needed to carry out specific work functions as may be required to support the Atlanta VAHCS. The Contractor shall provide all personnel, equipment, training, supervision and services, as required by this solicitation, to provide switchboard services to the Medical Center. The work includes, but is not limited to, the following: The contractor shall receive all incoming calls, answer all emergency calls and alarms, operate audio, radio and digital paging systems, maintain appropriate records and conduct necessary training. In addition, the Contractor shall provide required administration and management quality control. The specific tasks to be provided by the Contractor include the following:

B.4.1.1. SWITCHBOARD SERVICE COVERAGE

Coverage is provided 24 hours a day, 7 days a week, including all City, State and Federal holidays.

B.4.1.2. RECEIVNIG INCOMING CALLS

Operators answer within eight rings and complete calls. The operator shall interrogate 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 process all calls in the most courteous and professional manner, giving a favorable impression of the Department of Veteran Affairs at all times, assuring compliance of Federal and VAHCS policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. Incoming collect calls involving emergent hospitalization will be accepted from VA assistance officers and accepted from Military Airlift Command, when made in connection with the authorized transfer of VA Beneficiaries. These calls are received only occasionally.

B.4.1.3. GENERAL INFORMATION

Operators will provide general information, e.g., visiting hours and other information requested.

extension in patient’s rooms.

SECTION C - CONTRACT CLAUSES

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

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

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

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

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

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

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

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

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

(g) Invoice.

(1) The Contractor shall submit an original invoice and three copies (or electronic 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 32.608-2 of the Federal Acquisition Regulation 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.