36C24720Q0217-012.docx

Contract Opportunity Amendment to a Previous Combined Solicitation

CLASSIFICATION CODE

SUBJECT

CONTRACTING OFFICE'S

ZIP-CODE

SOLICITATION NUMBER

BASE NOTICE TYPE

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 Amendment to a Previous Combined Solicitation 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 Contract Specialist 478-272-1210, x3112

DEPARTMENT OF VETERANS AFFAIRS

ATLANTA VA MEDICAL CENTER

1670 CLAIRMONT ROAD

DECATUR, GA

30033 Sheryl.Harris5@va.gov Sheryl.Harris5@va.gov

SEE THE ATTACHMENTS

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) None Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021 Department of Veterans Affairs Carl Vinson VA Medical Center 1826 Veterans Blvd.

Dublin GA 31021 To all Offerors/Bidders

36C24720Q0217

X X X

X

THE PURPOSE OF THIS AMENDMENT IS TO:

1. PROVIDE ANSWERS TO THE VENDOR QUESTIONS. PLEASE SEE THE ATTACHED PAGE

2. THE CLOSING DATE IS 14 FEB 2020 @ 3:00 PM EASTERN STANDARD TIME.

3. ALL OTHER TERMS AND CONDITIONS REMAINS UNCHANGED.

SHERYL HARRIS

CONTRACTING OFFICER

VENDOR QUESTIONS AND ANSWERS

1. Can the Government clarify Project Manager can be dual hatted as switchboard operator? Yes

1. Could the Government please clarify if it is in the best interest of the Government to have two Project Manager at two locations to provide supervision? Alternatively, can we propose one (1) project manager for both the locations? One can be for both locations

1. Government specified two separate Contract Line Items for two different locations, and these are (1). Clairmont RD. Decatur GA 30033; (2). Satellite Office 200 Ponce De Leon Ave Decatur GA 30032. Could the Government please provide clarification on current number of Full-Time Equivalent Staff (FTEs) at each of these locations? Could the Government also please provide number of Part Time Equivalent (PTE) Staff at each of the locations? They should provide what is required to meet expectation

1. Could the Government please provide a delineated staffing plan currently in place providing number of staff per shift? Provide what is needed to meet expectation

1. Are resumes needed for all the Telephone operators Contract? Can the Government confirm for what positions, we shall submit the resumes? All positions

1. Are letters of commitment (LOCs) required at the proposal submission stage, if so for what position, does the Government wishes to see LOCs for? HAS doesn’t have this informationo

1. Is there a set-timeline for transition-in/phase-in to handover the contract from the incumbent to the prospective contractor? Typically 30 days

1. Can the Government confirm if the contract is subjected to Service Contract Act clause? Yes

1. In reference to past performance, can the Government clarify if offerors are required to submit the past performance questionnaire directly to offerors current customers to complete the questionnaire and submit confidential direct email to VA to Contracting Officer? Yes

1. What is the current contract number? Who's the current incumbent? Bobby Dodds

1. What is the current organizational structure for the switchboard program at Atlanta VA Medical Center? Are there supervisors or lead operators in addition to the project manager? How many switchboard operators are being managed? I am unable to answer this question without reaching out to vendor

1. What is the expected award notification? Expected award date 29 February 2020, And projected start date? 1 April 2020

Will the new contractor be able to offer first refusal employment to the current incumbents employees? If yes how soon can the new contractor engage with the current incumbent employees? On October 31, 2019, President Trump issued Executive Order 13495 directing the revocation of EO 13495. EO 13495 requires federal agencies to “promptly move to rescind any orders, rules, regulations, guidelines, programs, or policies, implementing or enforcing Executive Order 13495.” It further orders all federal agencies to terminate, effective immediately, any investigations or compliance actions based on EO 13495.

As a matter of law, the current nondisplacement regulations technically remain in effect until the Department of Labor formally rescinds them pursuant to statutory ruling making rules. It is unclear as to whether the Department of Labor will adopt some form of regulation in their place. Nevertheless, the Department of Labor is presently prohibited from enforcing any actions under the current regulations, allowing contractors to proceed for the time being with a blind eye toward the current regulations.

1. Is there a set time for transition-in/phase-in to handover the contract from the incumbent to the prospective contractor? 7/14 same question

1. What is the length of the training of operators before taking live calls? The vendor is responsible for assessing training needs, They should be SMEs, We provide safety and orientation

1. What headsets are currently being utilized by incumbent to perform this contract? And how many? The number of headsets will depend on the number of employees needed to provide service.

1. Why has this bid been released at this time? Government need

18. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. N/A

19. Has the current contract gone full term? No response

20. Have all options to extend the current contract been exercised? No response

21. Who is the incumbent, and how long has the incumbent been providing the requested services? No response

22. How are fees currently being billed by any incumbent(s), by category, and at what rates? Per the CLIN Structure

23. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? No response

24. Please provide a complete list of the means of inbound and outbound communication the call center must accomodate. I am unable to answer this question

25. Is previous experience with any specific customer information systems, phone systems, or software required? I am unable to answer this question

26.What is the minimum required total call capacity? I am unable to answer this question

27.What is the minimum simultaneous inbound call capacity? HAS is unable to answer question

28. What is the maximum wait time? HAS is unable to answer question

29. What is the maximum hold time? HAS is unable to answer question

30. What percentage of inbound calls must be answered by a live operator? HAS is unable to answer question

31. What percentage of calls must be resolved without a transfer, second call, or a return call? HAS is unable to answer question

32. What is the maximum percentage of calls that can be terminated by the caller without resolution? HAS is unable to answer question

33. Is there a minimum or maximum number of operators and supervisors? HAS is unable to answer question without contacting vendor

34. What are the call center's hours of operation? HAS is unable to answer question

35. What are the required language options? English

36. What is the required degree of dedication for the call center? HAS is unable to answer question

37. What is the required degree of dedication for the operators? HAS is unable to answer question

38. Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? HAS is unable to answer question

39. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? HAS is unable to answer question

40. What are the recording and storage requirements for non-phone communications? HAS is unable to answer question

41. What information is to be included in call logs? All emergencies, codes and paging

42. What was your average monthly call volume over the past year? HAS is unable to answer question

43. What is the current number of seats for operators and supervisors at your existing call center? Vendor would need to provide expectation to meet need

44. What is the current average wait time for phone calls? HAS is unable to answer question

45. What is the current average handle time for phone calls and other types of communications? HAS is unable to answer question

46. What is the current average after-call work time for operators? HAS is unable to answer question

47. Over the past year, what is the percentage of calls received in English versus non-English? HAS is unable to answer question

48. Over the past year, what percentage of calls received were in Spanish? HAS is unable to answer question

49. What time of day, days of the week, or times of the year do calls typically peak? HAS is unable to answer question