36C24725Q0377. Telephone Switchboard.docx

36C24725Q0377

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 VISN 7 Network Contracting Office LaVista Business Park - Bldg A 2008 Weems Road Tucker GA 30084

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.

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

36C24725Q0377

Page 1 of Page 1 of

SWITCHBOARD OPERATIONS SERVICES

PERFORMANCE WORK STATEMENT

A. 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 Joseph Maxwell Cleland Atlanta VA Medical Center, 1670 Clairmont Road, Decatur, GA. 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.

2. The work required by this specification consists of providing switchboard services for the effective operations of this facility. Telephone operators will use Siemens electronic telephone attendant consoles to process incoming and outgoing telephone calls. Operators will complete all calls not completed by the call processor.

3. Operators will complete all calls not completed by the call processor, ascertaining enough information to direct callers to the appropriate extension and/or party. This will include internally directed calls back to the consoles, transferring of calls, placing calls off-station and paging Medical Center Staff as requested. Operators will process all calls in a most courteous and professional manner, always giving a favorable impression of the Department of Veterans Affairs, assuring compliance of Federal and VAHCS policy on Release of Information, safeguarding all patient information in compliance with the Privacy Act of 1974, and the Health Insurance Portability and Accountability Act (HIPAA).

4. Subcontracting. Subcontracting of services shall not be allowed under the provisions of this contract.

5. 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.

6. 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.

7. 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 Representative (COR) and Contracting Officer (CO) prior to initiation of such changes to assure adequate contractual coverage.

8. 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.

A.1. Definitions Definitions as used throughout this PWS 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 COR.

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

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

Pre-Award Survey Team: A group of Government employees who review 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.

Performance Work Statement (PWS): 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.

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.

Standard: An acknowledged measure of comparison demonstrating a required level of quality.

Start Date: The date work under this contract is scheduled to begin.

A.2 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.

A.2.1. 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.

A.2.2. Contractor SAFETY.

Contractor shall comply with all safety rules and requirements prescribed by the Joseph Maxwell Cleland 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 COR’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.

A.3. CONTRACTOR PERSONNEL

A.3.1. 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 Joseph Maxwell Cleland 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 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.

A.3.2. 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.

A.3.3. 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 Joseph Maxwell Cleland 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 JMC Atlanta VAHCS it is a smoke free workplace.

A.3.4. 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).

a) 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 JMC Atlanta VA Medical Center:

Microsoft Word, Excel, Power Point, Outlook email

b) Contractor employees will be required to apply for and 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) Security Clearance requirements will be met in accordance with rules of the JMC 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.

A.4. 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.

A.5. 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 orientation to familiarize the contractor’s personnel with the attendants’ console.

2. 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. Quality Control/Quality Assurance B.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 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.

B.2. Quality Assurance the Government will monitor the Contractor’s performance under this contract. All services shall be subject to inspection by the Government at all places and times, 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. The PM shall meet with the COR monthly to review quality for the previous month. The issuance of a Contract Discrepancy Report (CDR) may be cause for the scheduling of a meeting of the PM, CO, and the COR. A mutual effort will be made to resolve all problems identified. The Government will prepare written minutes of this meeting. Minutes of these meetings will be signed by the PM, CO, and COR. Should the PM not concur with the minutes and action taken at the meeting, the PM will state in writing to the CO an area wherein that there is non-concurrence and explain the reason(s) for non-concurrence. The CO will notify the PM in writing of the final decision. A dispute over the CO’s decision will be handled in accordance with the Dispute clause in this solicitation.

C. SECURITY REQUIREMENTS

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 VAMC.

C.1. Information Security Guidelines. Strict adherence to Information security guidelines, privacy and confidentiality, the Privacy Act, as well as HIPAA (Health Insurance Portability and Accountability Act) regulations and guidelines such as the facility Opt-Out listing.

C.2. Information Security Training. All Contractor employees shall complete the VA’s on-line Security Awareness Training Course and the Privacy Awareness Training Course prior to initial hiring of employees and annually thereafter within 15 days of contract option expiration. Contractors shall provide signed certifications of completion to the COTR during each year of the contract in addition to providing a signed Statement of Commitment and Understanding within the first 30 days of the period of performance for each employee. This requirement is in addition to any other training that may be required of the contractor.

C.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.

C.4. GATE CONTROL Contractor shall be required to comply with all installation access regulations.

C.5. 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.6. BUILDING SECURITY The Government will provide the Contractor with keys or codes to punch lock sets to allow access to rooms required to be accessed in order to fulfill provisions of this contract. The Contractor and COR shall periodically perform an inventory of all keys assigned to the Contractor. Any expenses incurred for lost keys or replacement door locks as a result of Contractor personnel negligence shall be accomplished by the Government at a cost to the Contractor. The Contractor will notify the COR of any lost or suspected lost key(s) within 24 hours. It is the responsibility of the Contractor to prohibit the use of keys issued by the Government by any persons other than the Contractor’s employees.

D. 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. The Government, without cost to the Contractor, the facilities, equipment, materials and/or services listed below.

D.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. 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.

D.2. MATERIALS

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

E. CONTRACTOR-FURNISHED SUPPLIES

a. Except for those items or services specifically identified to be Government furnished, the Contractor shall furnish everything required to perform this work statement, to include all office supplies.

b. The Contractor shall furnish headsets of a quality compatible with the telephone equipment.

c. The Contractor shall be responsible for the orderliness and cleanliness of all areas not covered by custodial service.

F. SPECIFIC TASKS

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:

F.1. SWITCHBOARD SERVICE COVERAGE

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

F.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, always giving a favorable impression of the Department of Veteran Affairs, assuring compliance of Federal and VAHCS policy on Release of Information, safeguarding 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.

G. GENERAL INFORMATION

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

H. SPECIFIC INFORMATION

1. Patient Locator Information – Contractor will use a Government Computer System to respond to calls requesting patient location information. Contractor will use locator to respond to calls requesting extension in patient’s rooms.

a. Employee Locator Calls – Operators will use the Medical Center printout and Government Computer System to complete calls to employees

b. Parties requesting verification of employment are told to call Human Resources Service at extension 6300

2. Handling operator assistance calls:

a. Answers calls for operator assistance. Employees within the hospital requesting directory assistance will be referred to the hospital directory, Government Computer System locator.

b. Operators are authorized to place external calls received from restricted extensions or local dial 9 calls for VAHCS staff if approved by the employee’s supervisor.

c. Operators are authorized to place calls for employees for translation services. Operators will log the person calling and reason for the call and send the information to the COTR.

I. EMERGENCY CALLS AND ALARM SYSTEMS

a. Code 99 (Cardiopulmonary Resuscitation Team) – Upon receipt of the need for Code 99 Team, either from alarm panel located in switchboard or telephone call, operator will initiate paging of Code 99 team in accordance with MCM (Medical Center Memorandum) 11-24. Once paging is complete, operator will enter the code information in a logbook.

b. Code 44/Code 44 Blue (Violent or potentially violent individual) – Upon receipt of the need for the Code 44 Team, operator will initiate paging of Code 44 team in accordance with MCM 11-74. Once paging is complete, operator will enter code information in a logbook.

c. Code Red (Fire Alarm) – In the event of fire alarm activation, the switchboard operator will determine location of fire origination and announce Code Red specifying location of the alarm over the P.A. system along with notifying the 911 operator and waiting for further instructions from Safety and Engineering.

d. Code Orange Operator shall perform calls associated with searching for missing or wandering patients in accordance with MCM 00-30.

e. Stroke Code (Stroke Team) – Upon receipt of the need for Stroke Code Team, either from alarm panel located in switchboard or telephone call, operator will initiate paging of Stroke Code Team and location in accordance with MCM (Medical Center Memorandum). Once paging is complete, operator will enter the code information in a logbook.

f. Rapid Response Team Upon receipt of the need for Rapid Response Team, either from alarm panel located in switchboard or telephone call, operator will initiate paging of Rapid Response Team and location in accordance with MCM (Medical Center Memorandum). Once paging is complete, operator will enter the code information in a logbook.

g. Code 99 (Cardiopulmonary Resuscitation Team) – Upon receipt of the need for Code 99 Team, either from alarm panel located in switchboard or telephone call, operator will initiate paging of Code 99 team in accordance with MCM (Medical Center Memorandum) 11-24. Once paging is complete, operator will enter the code information in a logbook.

I.1. THREATENING TELEPHONE CALLS

Any operator receiving calls that convey any threat against government personnel, patient, visitor, or government property, and state intent to interfere with government activities should:

a. Immediately write the exact wording and time the call was received and the incoming telephone number

b. Notify the Medical Center Police and the Medical Center Director or the Administrative Officer of the Day (during irregular hours) to implement the prearranged trace procedures. Other personnel receiving such a call should alert the operator to notify Medical Center Police. If more than one operator is on duty at the time the call is received, the operator should have the other operator notify Medical Center Police. The operator will notify the COTR.

I.2. BOMB THREAT

The operator receiving the call will use the bomb threat checklist and follow the procedures specified in the Medical Centers Emergency Operation Plan (MCM 00-48).

I.3. DISASTERS

The operator receiving the call or notification will follow the procedures specified in the Medical Centers Emergency Operation Plan (MCM 00-48).

J. PAGING SYSTEMS

a. Public Address Paging System – Telephone and pocket page facilities should be used to locate personnel, except in emergency situations, before requesting overhead paging. When it is determined that audio paging is necessary, verbal requests will be honored for the following pages: paging staff members, administrative supervisory personnel, patients (as requested by control stations), visitors in cases of emergency, announcements required by local fire and disaster manuals, and paging necessary for Codes. All other announcements must be requested in writing by Service Chiefs to the Associated Medical Center Director for approval. Any Code or emergency situations cancellations will also be announced.

During irregular hours, the AOD has the authority to approve public address announcements. Only properly approved special announcements will be read verbatim by the operator. If the radio paging system fails, operators may be required to utilize the public address system to audio page Medical Center personnel.

b. Radio Paging System – Operators will utilize the radio paging system to contact medical, nursing staff and auxiliary staff. During radio paging system failures, operators may be required to utilize the public address system to audio page Medical Center personnel.

c. Pagers – Operators will modify the pager number to another pager number on Page Bridge terminal as requested by authorized personnel to give continuous pager service. Operator will log in respective logbook.

d. Batteries – Operators will issue and provide batteries for authorized medical, nursing, and auxiliary staff.

K. CALL SCHEDULES

Lists and/or schedules (duty rosters) of on call personnel will be provided to the telephone operators for use at any time, including irregular tours of duty, to contact on-call staff for emergencies or consultations. The operators will be required to maintain a current listing of all on-call personnel, as well as essential Medical Center staff. Contacting these personnel may require using any of the following communications: Public Address System, individual radio paging and calling home phone numbers.

L. REPORTING EQUIPMENT FAILURES

Telephone and overhead paging equipment failures as well as all other equipment failures are to be reported promptly, following procedure provided by the government and will be recorded daily in an unusual event log provided by the government.

M. LOGBOOKS

a. Unusual Event Log - The operators shall maintain a Telephone Operators Unusual Event Logbook and shall document all unusual events occurring during regular working hours. These events will include but are not limited to, all codes announced, all emergency drills and problems encountered. Operators shall maintain record of reported telephone troubles in the unusual event log. This log will include the date and time trouble report received, telephone extension, equipment, brief description of trouble, identity of person reporting trouble. Entries in the logbook shall include the date and time of the event, a description of what happened, action taken by the operator and operator’s signature. The Government will review log weekly.

b. Page Bridge Log – operators shall document the testing of the Page Bridge Terminal with the date, tour of duty, hour and the initials of operator who did the test.

N. BILLING

Payment shall be monthly in arrears approximately 30 days after receipt of a proper invoice or when the service for that month has been completed (whichever is later). The contractor shall furnish signed documented proof that services have been rendered in accordance with contract. Proof of completed services will include date of inspection or service. The contractor shall submit invoices to Financial Services Center, FMS-VA-508, PO Box 149971, Austin, TX 78714 or fax to 512-460-5540.

O. APPLICABLE PUBLICATONS AND FORMS

Government publication and forms applicable to this Scope of Work are listed below. The Contractor is obligated to follow these publications and use applicable forms to the extent specified. All publications and forms shall be provided by the Government at the start of the contract. Supplements and amendments to listed publication from any organizational level may be issued during the life of the contract. The contractor will immediately implement those changes in publications which result in decrease or no change in the contract price. Prior to implementing any revision, supplement or amendment that will result in an increase in contract price, the contractor shall submit to the Contracting Officer a price proposal and obtain direction when to implement the new requirements. Changes in the contract price due to supplements and amendments shall be considered under the “changes” clause. VAMC Disaster Plan will be maintained in the Switchboard area to be used for general reference and training purposes and is available for review. The VAMC Safety Office will provide initial training sessions to the contractor’s employees. The COTR will provide the contractor with revisions to the Disaster Plan.

(CODE 99)

12/2008

OF THE VIOLENT AND POTENTIALLY VIOLENT

INDIVIDUAL (CODE 44)

1/2010

VAMC MCM 00-03

COMMUNICATION WITH HEARING IMPAIRED/ NON-ENGLISH-SPEAKING INDIVIDUALS

10/2009

VAMC MCM 00-42

MANAGEMENT OF INFORMATION PLAN

3/2006

P. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL). Operators whose tracking data falls below AQL in any category will be provided retraining and additional support to achieve the required

REFERENCE

REQUIREMENT

STANDARD

ACCEPTABLE QUALITY LEVEL

METHOD OF MONITORING

A.3.1.

Information Security and Privacy Operators must comply with all Information Security and Privacy regulations to include HIPAA and Privacy Act

100%

Complaints, Observation, Monitoring

A.3.2.

Program Manager Availability Program Manager is available for all administrative functions and is not working the switchboard

90% Complaints, Observation, Monitoring, Reports

Program Manager Coverage during Absence A qualified stand-in Program Manager is always designated to the COTR for all periods of absenteeism

A.3.2

Program Manager Response Time Program Manager responds to during off-duty times within one hour.

Complaints, Observation

Program Manager Weekly Reports Program Manager provides weekly reports showing conformance to performance requirements of B.1.1.5

F.1.

Maintain stated minimum Switchboard coverage There must be effective and efficient operators working the switchboard at all times - 24 hours a day, 7 days a week, 365 days a year.

Complaints, Observation, Monitoring, Reports

95% Complaints, Observation, Monitoring, Reports

Complaints, Observation, Monitoring, Reports

A.3.3.

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.

Meetings

Program Manager will attend Meetings as required

Complaints, Observation, Monitoring

A.4.

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

Complaints, Observation, Monitoring, Reports

I

Emergency Responses Operators must initiate all emergency codes within 20 seconds upon receipt.

Complaints, Observation, Monitoring

J

Paging Systems

Operate Pager System without error

Complaints, Observation, Monitoring

J

Paging Systems

Initiate overhead pages within five minutes of request time

98% Complaints, Observation, Monitoring

F.2

Processing Calls

Answer all calls within 8 rings and correct process each call

Complaints, Observation, Monitoring standard. Operators whose tracking data falls below AQL will not be assigned to work on an unassisted shift until AQL is achieved.

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

Contractor shall provide PROJECT MANAGER full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 2080 hours per year) Contract Period: Base POP Begin: 05-01-2025 POP End: 04-30-2026 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

NATIONAL STOCK NUMBER: SVC

LOCAL STOCK NUMBER: SVC

Contractor shall provide PEAK HR OPERATORS administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 20169 hours per year)

POP Begin: 05-01-2025 POP End: 04-30-2026 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide NON-PEAK HR OPERATORS full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 19557 hours per year)

POP Begin: 05-01-2025 POP End: 04-30-2026 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PROJECT MANAGER full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 2080 hours per year) Contract Period: Option 1 POP Begin: 05-01-2026 POP End: 04-30-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PEAK HR OPERATORS administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 20169 hours per year)

POP Begin: 05-01-2026 POP End: 04-30-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide NON-PEAK HR OPERATORS full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 19557 hours per year)

POP Begin: 05-01-2026 POP End: 04-30-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PROJECT MANAGER full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 2080 hours per year) Contract Period: Option 2 POP Begin: 05-01-2027 POP End: 04-30-2028 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PEAK HR OPERATORS administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 20169 hours per year)

POP Begin: 05-01-2027 POP End: 04-30-2028 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide NON-PEAK HR OPERATORS full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 19557 hours per year)

POP Begin: 05-01-2027 POP End: 04-30-2028 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PEAK HR OPERATORS administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 2080 hours per year) Contract Period: Option 3 POP Begin: 05-01-2028 POP End: 04-30-2029 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PROJECT MANAGER full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 20169 hours per year)

POP Begin: 05-01-2028 POP End: 04-30-2029 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide NON-PEAK HR OPERATORS full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 19557 hours per year)

POP Begin: 05-01-2028 POP End: 04-30-2029 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PEAK HR OPERATORS administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 2080 hours per year) Contract Period: Option 4 POP Begin: 05-01-2029 POP End: 04-30-2030 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFACTURER PART NUMBER (MPN): SVC

Contractor shall provide PROJECT MANAGER full-time administrative on-site supervision and support services necessary to perform Switchboard Operation Services. The work consists of providing 24-hour coverage for telephone operator switchboard, seven (7) days a week, including holidays. (Est. 20169 hours per year)

POP Begin: 05-01-2029 POP End: 04-30-2030 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

MANUFAC…