36C24720Q0286-002.docx

CALL CENTER SERVICES

C.1.1. SCOPE OF WORK

The contractor shall provide on-site personnel, supervision and other services necessary to perform the work required by the solicitation. These technical provisions require work to be accomplished at the Atlanta VA Healthcare System, 1670 Clairmont Road, Decatur, Georgia; the Atlanta VAHCS leased offices located at 200 East Ponce Deleon Avenue, Decatur, Georgia.

Normal duty hours will be 0600 – 1700, Monday through Friday, with 30 minutes for lunch. Services may be required during other than normal duty hours which may include weekend operations. The contractor shall provide coverage with a fully qualified replacement for any absences: to include but not limited to

· FMLA – Family Medical Leave Absences

· Workmen’s Compensation Absences

· Employees No-Show – or Late Arrival after 2 hours after assigned duty hours.

unless authorized in advance from the Contracting Officer or from the COR.

The contractor shall be responsible for administration, supervision, training and any special supplies required not set forth herein. The government may require various categories of services at any given time as specified on individual delivery orders. Services will be ordered by issuance of delivery orders on an as-needed basis.

C.1.2. 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 Healthcare System. These services will include but not be limited to receiving and/or making authorized business calls associated with the operation of the Atlanta VA Healthcare System, filing, typing, material duplication and collation, data entry, document scanning, carrying out receptionist duties as may be required, administrative recordkeeping, mail room operation and accounting functions associated with the operation of a call center and other clerical tasks and duties necessary or needed to support the operation of the Atlanta VA Healthcare System.

Call Center - Operates call center to provide customer service and support to vendors, VA patients, and other parties as are appropriate and in compliance with VA rules and procedures to support the Beneficiary Transportation operations. Call Center will provide information, address requests for information or assistance and may retrieve or verify data related to transportation requests or may make calls to VA patients, vendors or other appropriate parties to carry out the Beneficiary Transportation processing activities. Accurately audits transactions for services in accordance with Beneficiary Transportation rules and review invoices for correct health information, patient demographics and any other required data to assure accuracy prior to submission to accounting. This includes analyzing trip data and matching that data with invoices submitted and VA log records. As needed or required makes updates to travel authorizations. Any other related duties or tasks required to carry out Beneficiary Transportation processing.

C.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 because of this contract are the property of the Government.

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

C.1.5. CONTRACTOR PERSONNEL.

C.1.5.1. Project Manager Contractor shall provide a Project Manager (PM) for supervising and training contractor personnel and ensuring compliance with provision of this contract. The PM shall be dedicated to service solely in the medical facility during regular working hours and be available by telephone or pager to operators after regular working hours for any problems, which may occur including staffing 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 COR 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 COR shall be notified in advance, in writing, of this substitution.

C.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.

C.1.5.1.2. Project Manager or alternate shall be available during normal duty hours to meet with Government personnel.

C.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 COR for payment purposes.

C.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 wellbeing of the mission of the Atlanta VA Healthcare System. 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 in the building, but designated smoking areas are provided outside the building. Beginning October 1, 2019 all VA Healthcare System Facilities Campuses shall be “SMOKE-FREE” environment.

C.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 include 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 Healthcare System:

Microsoft Office 2000 (including Outlook for email) Windows NT 4.0 Microsoft Word, Excel, Power Point

C.1.5.2.2. Contractor employees will be required to apply for an obtain VA security clearance prior to performance of work. The contractor should perform preliminary security screening prior to submittal of application for VA security clearance.

C.1.5.2.3. Security Clearance requirements will be met in accordance with rules of the Atlanta VAHCS, the Department of Veteran Affairs and any other applicable federal government regulations. The VA security requirements may change as the result of modifications in VA or other Federal Government security standards or processes.

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

C.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 COR are completed. Special instructions from COR include:

1. The Government shall provide the following orientation to the contractor personnel: an orientation will be provided to familiarize contractor personnel with the attendant’s 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.

2. Project Manager Qualifications: Project manager must have had at least one-year 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.

3. Call Center Staff Qualifications: Call Center Staff must be able to assume the responsibility for placing and receiving a variety calls which required knowledge of the organizational units and major functions of a large, multi-division organization. Staff 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. Staff 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).

C.1.6. Quality Control/Quality Assurance

C.1.6.1. Contractor Quality Control The contractor shall provide and maintain an effective quality control program to ensure compliance with contract requirements. Following award, but not later than the pre-performance conference, the Contractor shall have a quality control program to assure the requirements of the contract are provided as specified. Any changes to this basic Quality Control Plan must be submitted to the Contracting Officer on the start date and as changes occur. The plan shall include, but not limited to, the following:

1. An inspection system covering all services listed on the Performance Requirement Summary. It must specify the areas to be inspected on, both a scheduled or unscheduled basis, how often inspections will be accomplished, and the title of the individual(s) who will perform the inspection.

2. The methods of identifying and preventing deficiencies in the quality of services performed before the level of performance becomes unacceptable.

3. The Contractor shall maintain complete record of inspections and corrective actions taken and shall provide this information to the Government on request.

C.1.6.2. Quality Assurance the Government will monitor the Contractor’s performance under this contract. All services shall always be subject to inspection by the Government and places, during the term of the contract. A Contracting Officer’s Representative (COR) shall be appointed in writing by the Contracting Officer. The COR shall be responsible to certify performance for payment purposes.

C.1.7. SECURITY REQUIREMENTS

C.1.7.1. Contractor shall comply with all installation and VAHCS security requirements. All contractor personnel entering the Government reservation shall abide by all security regulations of the installation. All contract employees shall be required to obtain and wear a photo ID or ID prescribed by the Atlanta VAHCS.

C.1.7.2. GATE CONTROL Contractor shall be required to comply with all installation access regulations.

C.1.7.3. REGISTRATION OF PRIVATELY-OWNED VEHICLES All personnel operating a privately owned vehicle at VAHCS must comply with applicable state and all installation traffic laws, and installation requirements for vehicle registration.

C.2. GOVERNMENT FURNISHED PROPERTY AND SERVICES. 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.

C.4. SPECIFIC TASKS

The contractor shall provide qualified workers with clerical skills and experience needed to carry out administrative support services in such a manner as to ensure effective and efficient day-to-day operations of the Atlanta VA Healthcare System. These services will include but not be limited receiving and/or making authorized business calls associated with the operation of the Atlanta VA Healthcare System, filing, typing, material duplication and collation, data entry, document scanning, carrying out receptionist duties as may be required, administrative recordkeeping, mail room operation and accounting functions associated with the operation of a call center and other clerical tasks and duties necessary or needed to support the operation of the Atlanta VA Healthcare System.

C.4.1. ADMINISTRATIVE SUPPORT

C.4.1.1. The contractor shall provide all labor, supervision, and other services necessary to perform call center services as set forth on delivery orders issued against this contract.

C.4.1.2. The contractor shall provide services in a variety of areas and shall be required to provide services involving differing situations, problems, and deviations in the work of the office. Contract supervision shall be performed by the Contractor Program Manager (PM).

C.4.1.3. Services shall be as set forth on attached Bid Schedule for Administrative Support and Clerical Occupations, Automatic Data Processing Occupations, and Information and Arts Occupations, and as defined in the “Service Contract Act Directory of Occupations” at www.dol.gov/esa/regs/compliance/whd/wage/main.htm

C.4.1.4. Service Contract Act Wage Determination No. 2005-2133 Rev 6 dated 5/26/2009 applies to this contract and subsequent delivery orders.

C.4.2. DELIVERABLES

C.4.2.1. All deliverables must meet professional standards. The contractor will be responsible for delivering all end items specified. The following are deliverables, which fall in the scope of this contract.

b. Criteria for acceptance: The contractor shall submit a monthly activity report in contractor format. This activity report shall include a list of all work assigned and accomplished and all work in progress. The contractor shall also submit a monthly Performance and Cost Report. This report shall use the contractor letterhead and format. The report shall provide expenditures to date and as well as the contract balance. The contractor will submit all required reports and information requested by the Atlanta VA Healthcare System for the delivery of services.

c. Other reports may be required as specified by the Contracting Officer’s Representative and as indicated on individual delivery orders.

EVALUATION FACTORS FOR CONTRACT AWARD:

The Government will evaluate the offeror’s past performance on contracts of similar size, scope and complexity to assess performance risk for this project. Past performance data is required to be submitted with proposal.

Contractor shall submit the following:

-Relevant Contracts of similar size, scope and complexity entailing the activities described in the Performance Work Statement.

-Contract references for the Government to verify information to include contract number, contracting officer, or a point of contact with knowledge of the offeror’s past performance. Name, address, and phone numbers shall be submitted for points of contact.

Contract references and relevant contract past performance shall be assessed based on

C1.6.3.1

Supervisor Coverage during Absence

A qualified stand-in supervisor is always designated to the COTR for all periods of absenteeism

C1.6.3.2

Supervisor Response Time

Supervisor responds to during off-duty times within one hour.

C1.6.4.3 and C5.9

Maintain stated minimum Switchboard coverage

There must be at a minimum two fully sighted operators working the switchboard at all times - 24 hours a day, 7 days a week, 365 days a year.

C1.6.4.4

Employee Training

All personnel are property trained and have received at least one full rotation of On-The-Job Training on each tour of duty.

C1.15

Personnel Roster

Roster of Personnel and tour of duty (work schedule) will be provided to the COTR weekly - one week prior to work schedule.

C1.19

TB Skin Test

Contractor will provide proof of TB skin test for all personnel with five days or hire and annually thereafter.

99%

TB Skin Test Proof, Monitoring

C5.0

Peak Hour Switchboard Coverage

Coverage shall be provided by no fewer than three (3) operators during peak hours of 7:00 am to 6:00 pm Monday thru Friday.

C5.1

Emergency Responses

Operators must initiate all emergency codes within 3 seconds upon receipt.

C5.2

Initiating Cascade Emergency Calls

C5.3

Paging Systems

C5.3

Paging Systems

C5.4

General Information

C5.5

Long Distance

C5.6

Log Books

C5.7

Meetings

Attend Meetings as required

C5.8

Processing Calls

C5.10

Lost and Found

C5.11

Elevator Evacuation

C5.12

Facility Directory Opt-Out

Before information is provided on any patient, the operator will determine if the patient has opted out of the facility directory and the proper response is given as stated in the PWS.