36C24721Q0226 0001.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) 01-12-2021 Department of Veterans Affairs Central Alabama Veterans Health Care 215 Perry Hill Road Montgomery

AL

36109-3798 Department of Veterans Affairs Central Alabama Health Care System East Campus 2400 Hospital Road Tuskegee

AL

36083-5001 To all Offerors/Bidders

36C24721Q0226

X x x

01/15/2021 3:00 PM CST

See CONTINUATION Page x The purpose of this amendment is to answer questions by Vendors:

See attached Enclosure.

Question and Answers from Vendors:

1. Will the new contractor be able to offer first refusal employment to the current incumbent’s employees? Yes. If yes how soon can the new contractor engage with the current incumbent employees after contract award? Immediately.

A:

1. In an effort to plan for potential staff retention- Apart from the project manager, are there currently any supervisors or lead operators with extra responsibilities such as new operator training? How many supervisors and or lead operators?

A: Yes there is 1 supervisor and 1 Team Lead

1. In an effort to plan for potential staff retention- how many full time operators and supervisors are currently working at Birmingham VAMC?

A: There are 8 Full-time operators/ 4 Part-time operators/ 1 Supervisor

1. In an effort to plan for potential staff retention- how many part time operators and supervisors are currently working at Birmingham VAMC?

A: (Same question as above)

1. Are there any operator or supervisor workstations that have special equipment or software provided by the contractor such as software for the visually impaired?

A: Yes

1. In the current COVID-19 environment do you allow remote switchboard operators?

A: No

1. In regards to 1.1.6. "Operator staffing must be sufficient enough to meet a monthly call volume of more than 50, 000 calls with an abandonment rate of less than 5 percent." What is the maximum monthly call volume that the contractor should plan operator schedules for?

A: 60,000

1. The most critical item for staff planning for this project will be the analysis of historical call volumes. Please provide historical call volumes for each month in 2020.

A: Jan 2020 – 64,965 July 60,205 Feb 55,244 Aug 60,732 March 64,189 Sept 65,304 Apr 46,227 Oct 64,641 May 45,927 Nov 57,401 June 56,229 Dec 60,454

1. In our experience providing switchboard operations at other VA hospitals there has been an increase in call volumes due to vaccine inquiries. Are there any plans for Birmingham VAMC to increase the number of switchboard operator workstations?

A: No, not currently.

1. What percentage of calls were abandoned in November 2020?

A: 34.1% - (due largely in part to severe staff shortage)

1. How many operators are currently performing on the contract?

A: On average: there are 5-7 operators working the 0600 – 1600, there are 3 working 1600 – 1800, and 2 working until 0600

CONTINUATION PAGE

A.1 PRICE/COST SCHEDULE

ITEM INFORMATION