36C24826Q0971.docx

36C24826Q0971

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.

UEI:

EFT:

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. NOV 2021)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

546-26-2-5001-0032 36C24826Q0971 07-28-2026 David Henry 561-631-3352 08-10-2026 14:00

EDT

36C248 Department of Veterans Affairs Network Contracting Office 8 (NCO 8) West Palm Beach VA Medical Center 7305 North Military Trail Palm Beach Gardens FL 33410-6400 X X 561421 $19 Million N/A X Department of Veterans Affairs Miami VA Medical Center 1201 N.W. 16th St.

Miami FL 33125-1624 36C248 Department of Veterans Affairs Network Contracting Office 8 (NCO 8) West Palm Beach VA Medical Center 7305 North Military Trail Palm Beach Gardens FL 33410-6400

Department of Veterans Affairs Financial Services Center P.O. Box 149971 Austin TX 78714-9971 877-353-9791 512-460-5429 See CONTINUATION Page 546 - Telephone Switchboard Operator Service Please see section B for Statement of Requirements Must be registered and in good standing in SAM.gov Must Be registered in https://www.vip.vetbiz.gov/ VetCert in to be considered a SDVOSB or VOSB.

***This is an SDVOSB Set-Aside and only quotes from SDVOSB’s will be accepted*** All quotes are to be sent to David.Henry3@va.gov Period of Performance: One Base Year with (4) Option Years, to begin 09/01/2026 (Estimated).

See CONTINUATION Page 546-3660152-5001-841600-1001 010034181 X X X

1(ONE)

David Henry

VA-VHA-RPOE-2023-0132

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 36C248 David Henry Department of Veterans Affairs Network Contracting Office 8 (NCO 8) West Palm Beach VA Medical Center 7305 North Military Trail Palm Beach Gardens FL 33410-6400

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.

http://www.fsc.va.gov/einvoice.asp https://www.tungsten-network.com/customer-campaigns/veteransaffairs/ ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 STATEMENT OF WORK

Miami VAMC Telephone Switchboard Operator Service

1. SCOPE OF WORK

The contractor shall provide all personnel, supervision, and other services necessary to perform switchboard services as defined in this Performance Work Statement (PWS) for the Miami VA Health Care System and associated units, located at 1201 Northwest 16th Street, Miami, FL 33125 in complete and strict accordance with this contract and all attachments. This contract consists of one base period, and four one-year option periods as follows:

PERIOD PERIOD OF PERFORMANCE

BASE January 1, 2026 through December 31, 2026 OPTION 1 January 1, 2027 through December 31, 2027 OPTION 2 January 1, 2028 through December 31, 2028 OPTION 3 January 1, 2029 through December 31, 2029 OPTION 4 January 1, 2030 through December 31, 2030

2. BASIC REQUIREMENTS

The telephone system is manned for 2 work shifts, seven days per week, including holidays and weekends. When the government directs, the contractor will provide qualified and trained telephone operators to perform telephone operator services. Receive all incoming telephone calls and refer them to the requested party or to the most appropriate extension number. Respond to all operator assisted calls within 30 seconds and initiate appropriate action(s) upon request from the caller. Progress reports to callers on hold should be given at least every minute. Less than 5% abandonment rate is acceptable. Note the caller's request to eliminate asking the caller to repeat information. Handle emergency calls, such as STEMI, telephone or telephone system failure, fire alarms, control panel alarms, etc., by contacting the appropriate MIAMI VA Healthcare System personnel and/or telephone technician. Provide paging services to all MIAMI VA Healthcare System staff upon request from outside personnel as well as MIAMI VA pe Healthcare System personnel. Maintain an operator log on unusual or emergency incidents, such as cardiac arrests, telephone or telephone system failures, fire alarms, bomb threats, etc. Submit a daily summary to Contracting Officer’s Representative (COR) on all unusual incidents. Maintain records on the general operation of the service, such as telephone repairs, pager repairs, Federal Telecommunications Services, and Commercial long-distance calls. Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran’s Affairs (VA) Police and Security Service to report emergency situations such as alarm alerts, urgent safety, etc. Provide general and patient information to direct person-to-person contacts. Maintain employee, and organizational files to provide rapid and accurate processing of calls and disbursement of information, updating as information changes. Receive and log general telephone troubles. Immediately notify telephone technician or other appropriate authorities of emergency outages or troubles, i.e., telephones located in critical areas, multiple telephone failure in one location, or telephone switch malfunctions. Safeguard immediate work area from unauthorized visitors. Accept collect calls as authorized by MIAMI VA Healthcare System policy. Conduct personal business using public telephones. Demonstrate professionalism in all contacts via telephone or in person. All calls should be responded to in a courteous and tactful manner with a pleasant-sounding voice.

2.1. PERSONNEL

Project Manager: The contractor shall designate a contract manager who shall act for the contractor when the project manager is absent, in writing, to the Contracting Officer (CO). The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract. The project manager or alternate shall be available during normal work hours within 30 minutes to meet at the contract site with government personnel designated by the CO to discuss problem areas. After normal work hours, the manager or designated alternate shall be available within one hour. The contract manager and alternate(s) must be able to read, write, speak, and understand English.

Switchboard Operators: The selection, assignment, reassignment, transfer, supervision, management, and control of contractor employees in performance of this work statement will be the responsibility of the contractor. The contractor will ensure that the switchboard is manned 2 shifts, seven days per week, including holidays and weekends. Mondays through Fridays, this will include 8 full time employees to cover shifts (rotating) from 6:00am-2:30pm; and from 2:30pm to 11pm. Contractor shall provide proposed shift schedule for appropriate staffing for both shifts including holidays and weekends. We receive an average of 1,200 calls a day on weekdays. We receive an average of 200 calls a day on holidays and weekends. 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. When the Government directs, the contractor shall remove from performance on contact any person who is identified as a potential threat to health, safety, security, general wellbeing, or operational mission of the activity and its population. 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 personnel shall have and shall wear Government provided identification badges in accordance with local VAMC policy. Contractor personnel shall be clean and neat in appearance, conforming to current standards of conduct and attire policies in effect at the facility. Smoking is not allowed in any of the Medical Center. No eating or drinking is permitted in the work area. Contractor personnel will adhere to the security policies in effect at the facility. Only authorized government and contract employees will be permitted in the work area.

2.2. QUALITY CONTROL

The contractor shall establish a complete Quality Control Plan to assure the requirements of the contract is provided as specified. A copy of the Quality control Plan shall be provided to the Contracting Office 30 days after notification of award. The Contracting Officer (CO) and the COR will monitor the contractor's performance under the contract to ensure compliance. The Project Manager shall meet with the COR on an on-call basis, when required. The issuance of a contract Discrepancy Report may be case for the scheduling of a meeting among the Project Manager, CO, and COR. A mutual effort will be made to resolve all problems identified. The Government may prepare written minutes of the meeting which will be signed by the Project Manager, CO, and COR. Should the contractor not concur with the minutes, the contractor shall state any areas of non-concurrence in writing within five calendar days after receipt.

Physical Security: The contractor shall be responsible for safeguarding all government property provided for contractor use. The work area is considered to be a highly sensitive location. Only authorized Government personnel or contractor employees will be allowed in the work area.

Key Control: The contractor shall establish and implement methods of ensuring that all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized people. No keys issued to the contractor by the Government shall be duplicated.

The contractor will notify the COR of any lost or suspected lost key(s) within two hours. The Government may require the contractor to replace, re-key, or reimburse the Government for replacement of locks or re-keying because of contractor losing the keys. In the event a key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from monthly payment due. It is the responsibility of the contractor to prohibit the use of keys issued by the Government by any person other than the contractor's employees. It is the responsibility of the contractor to open locked areas to permit the entrance of people other than the contractors employees engaged in the performance of assigned work in those areas.

3. SPECIFIC TASKS

The contractor shall provide all personnel, training, supervision, and services necessary to provide operator services to the MIAMI VA Healthcare System. In performing the basic function of operator services utilizing Automated Call Distribution System (ACD), the contractor shall receive all incoming calls, answer all emergency calls and alarms, operate radio paging systems, maintain appropriate records, and conduct necessary training. In addition, the contractor shall provide the following:

Operator Service Coverage: Provide switchboard coverage 2 shifts per day, seven days per week, including holidays and weekend.

Receiving Incoming Calls: The operator will answer all incoming calls to the MIAMI VA Healthcare System promptly and courteously with the phase, “Good morning or good afternoon, thank you for calling Miami VA Healthcare System. My name is ,,,,, How may I help you? ---------------------------------- The operator shall attempt to avoid placing callers on hold without first allowing the caller to state the nature of the call. The operator shall have a clear and pleasant-sounding voice and be fluent in English and should demonstrate accuracy and speed in responding to all calls. All incoming and operator-assisted calls shall be answered within 30 seconds and processed as quickly as possible. Less than 5% abandonment rate is acceptable. General information calls may be handled by the operator, for example, questions regarding the address of any clinic within Miami VA Healthcare System. The operators are expected to ascertain the nature of all calls promptly and refer the caller to the correct extension. Calls requesting employees or other assigned personnel are to be transferred to the employee's extension, if known, or to the appropriate Service, as determined by the operator from a roster provided by the Government.

Handling Operator-Assisted Calls: Transfer calls to the desired extension within the MIAMI VA Healthcare System when requested. Place and complete calls for business purposes only. k. Place long-distance calls through the commercial network only as necessary. All calls must be approved through the Chief Health Administration Service or Designee or the Health Administration Officer during irregular tours of duty. The placing of personal phone calls is prohibited. Callers are advised to use public telephones.

Handling Emergency Calls and Alarms Systems: All emergency/priority calls are to be responded immediately upon receipt and emergency procedures initiated according to established procedures of MIAMI VA Healthcare System. Other non-emergency calls, such as outside calls coming in or operator assistance calls are responded to after the emergency/priority calls are answered.

Emergency / priority calls consist of the following:

a. STEMI

b. Telephone Alarms

c. Fire Alarms

d. Stroke Alerts

e. Suicide Crisis

Paging System: The telephone operator will, upon request, identify the pager number of MIAMI VA Healthcare System personnel. The telephone operator will instruct user employees calling for instructions on the operation of the beeper system. The caller will be advised to wait for the dial tone, then dial "9" for local or “91” for long distance, and then key in the beeper number. After the beeping sound stops, the caller can input their callback number, press the pound key, and hang up. In the event of equipment failure, the telephone operator will notify immediately the telecommunication coordinator, COR or designee. During irregular tours, the telephone operator will contact the AOD and the paging vendor. The telephone operator will record this information in the telephone unusual incident book.

Two-Way Radio: The switchboard room is equipped with a special phone for radio contact between the telephone operator and the MIAMI VAMC Police & Security Service. The telephone operator will report all emergency situations, i.e., fire alarms, security assistance, emergency contacts, etc. When using the police/ fire transceiver phone, the operator will announce their message twice to the police officer. The operator will state, "Do you copy?" The Police officer should then acknowledge receipt. The operator will log the incident in the unusual incident logbook.

Conference Calls: The telephone system has the capability to conference up to 3 participants. The telephone operator will assist in setting up conference calls when there are more than 3 participants.

Emergency Telephone Backup System: In the event of a telephone network system failure to any of the MIAMI VA Healthcare System sites or/and outpatient clinics the phone system at that site will transfer to VISN 8 Clinical Call Center (CCC) When calls are transferred to CCC, they are independent of the main phone system. The telephone operator will immediately contact the telecommunication coordinator or designee and the COR during regular tours; and the AOD, Chief Health Administration Service, Administrator or designee during irregular tours. The telephone operator should contact the telephone technician. The telephone operator is to document all occurrences surrounding the incident in the unusual incident log.

Maintenance of Attendant Telephone Unit: Telephones are designed to be operated in a dust-free, air-conditioned area. Normal maintenance by contractor will consist of regularly dusting telephone at least weekly with dry cloth. A wet cloth will not be used. All other maintenance will be provided by the telephone vendor. Telephone operators are prohibited from eating or drinking while operating console units. Telephone equipment failures are to be reported promptly. During regular tours of duty, operators should notify the telephone technician immediately, and then notify the Chief, Telecommunications Section and COR, when problems arise. During irregular tours of duty, the operator contacts the telephone technician immediately, then contacts the Supervisor at his/her home. The operator then informs the AOD at extension 13636. The telephone operator enters time, notifications made, and any other pertinent information in the unusual incident logbook.

Telephone Operator Log Book: The contractor will be required to maintain separate books as a telephone operators log book, the Unusual Incident Logbook. This logbook will be used by the operators to record and document all unusual events occurring during each tour of duty. These events will include, but are not limited to, the following: All codes announced, all emergencies handled, all emergency drills, and equipment failures which may occur. A summary report of the incidents listed in the logbook for the past 24 hours should be submitted to the Communication Supervisor or designee no later than 8 a.m. the following business day.

Entries in the logbook must include, as a minimum, the date and time of the event, a description of what happened, what action was taken by the operator because of the event, and the operator's initials.

4. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

The following security requirement must be addressed regarding Contractor supplied equipment: Contractor will be supplied equipment, PCs of all types, equipment with hard drives, etc.

All contract employees who require access to the Department of Veterans Affairs' computer systems shall be the subject of a background investigation and must receive a favorable adjudication from the VA Security and Investigations Center (07C). The level of background security investigation will be in accordance with VA Directive 0710 dated September 10, 2004 and is available at: http://www.va.gov/pubs/asp/edsdirec.asp (VA Handbook 0710, Appendix A, Tables 1 - 3). Appropriate Background Investigation (BI) forms will be provided upon contract (or task order) award, and are to be completed and returned to the VA Security and Investigations Center (07C) within 30 days for processing. Contractors will be notified by 07C when the BI has been completed and adjudicated. These requirements are applicable to all subcontractor personnel requiring the same access. If the security clearance investigation is not completed prior to the start date of the contract, the employee may work on the contract while the security clearance is being processed, but the contractor will be responsible for the actions of those individuals they provide to perform work for the VA. In the event that damage arises from work performed by contractor personnel, under the auspices of the contract, the contractor will be responsible for resources necessary to remedy the incident.

The investigative history for contractor personnel working under this contract must be maintained in the databases of either the Office of Personnel Management (OPM) or the Defense Industrial Security Clearance Organization (DISCO). Should the contractor use a vendor other than OPM or Defense Security Service (DSS) to conduct investigations, the investigative company must be certified by OPM/DSS to conduct contractor investigations.

Background Investigation: Position Sensitivity and Background Investigation - The position sensitivity and the level of background investigation commensurate with the required level of access is:

Low/NACI Position Sensitivity Background Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, “Personnel Security Suitability Program,” Appendix A) Low National Agency Check with Written Inquiries (NACI) A NACI is conducted by OPM and covers a 5-year period. It consists of a review of records contained in the OPM Security Investigations Index (SII) and the DOD Defense Central Investigations Index (DCII), FBI name check, FBI fingerprint check, and written inquiries to previous employers and references listed on the application for employment. In VA it is used for Non-sensitive or Low Risk positions.

Contractor Responsibilities: 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. Background investigations from investigating agencies other than OPM are permitted if the agencies possess an OPM and Defense Security Service certification. The Vendor Cage Code number must be provided to the Security and Investigations Center (07C), which will verify the information and advise the contracting officer whether access to the computer systems can be authorized. The contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain a U.S. citizenship and are able to read, write, speak and understand the English language. After contract award and prior to contract performance, the contractor shall provide the following information in a Word Document to the CO:

a. List of names of contractor personnel.

b. Social Security Number of contractor personnel. (Do Not Send Electronically, Contact COR for instructions).

c. Home address of contractor personnel or the contractor's address.

The contractor, when notified of an unfavorable determination by the Government, shall withdraw the employee from consideration from working under the contract.

Section 508: The contractor shall comply with Section 508 of the Rehabilitation Act (29 U.S.C.

§ 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998.

In December 2000, the Architectural and Transportation Barriers Compliance Board (Access Board), pursuant to Section 508(2)(A) of the Rehabilitation Act Amendments of 1998, established Information Technology accessibility standards for the Federal Government.

Section 508(a)(1) requires that when Federal departments or agencies develop, procure, maintain, or use Electronic and Information Technology (EIT), they shall ensure that the EIT allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by other Federal employees. The Section 508 requirement also applies to members of the public seeking information or services from a Federal department or agency. Section 508 text is available at:

http://www.opm.gov/HTML/508-textOfLaw.htm http://www.section508.gov/index.cfm?FuseAction=Content&ID=14

Confidentiality and Nondisclosure: It is agreed that:

The preliminary and final deliverables and all associated working papers, application source code, and other material deemed relevant by the VA which have been generated by the contractor in the performance of this task order are the exclusive property of the U.S.

Government and shall be submitted to the CO at the conclusion of the task order.

The CO will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this task order. No information shall be released by the contractor. Any request for information relating to this task order presented to the contractor shall be submitted to the CO for response.

Press releases, marketing material or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

5. GOVERNMENT PROVIDED EQUIPMENT

The Government will provide the following government-owned equipment. It should be noted that the list of equipment is subject to change as replacement or additional equipment is received. At no time shall the contractor or any contractor employees take possession of, take title to or remove any Government Provided Equipment from its original location.

4 - Headsets & Handles, Computers, Paging System, Terminals, Telephones: ACD Line

6. BILLING AND PAYMENT

Invoicing: The contractor shall invoice, in arrears, no more often than monthly, and no later than the 5th day of the month following the month in which services are provided.

Regularly Scheduled Services: All services will be invoiced and paid in accordance with Section B.1 of the contract (Schedule of Supplies/Services) for the performance period in which the services are performed.

B.3 PRICE/COST SCHEDULE

ITEM INFORMATION

Switchboard (8) telephone operators: Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran's Affairs (VA) Police and Security Service to report emergency situations Service to report emergency situations Contract Period: Base POP Begin: 09-01-2026 POP End: 08-31-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional: Communications

Switchboard (8) telephone operators: Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran's Affairs (VA) Police and Security Service to report emergency situations Service to report emergency situations Contract Period: Option 1 POP Begin: 09-01-2027 POP End: 08-31-2028

Switchboard (8) telephone operators: Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran's Affairs (VA) Police and Security Service to report emergency situations Service to report emergency situations Contract Period: Option 2 POP Begin: 09-01-2028 POP End: 08-31-2029

Switchboard (8) telephone operators: Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran's Affairs (VA) Police and Security Service to report emergency situations Service to report emergency situations Contract Period: Option 3 POP Begin: 09-01-2029 POP End: 08-31-2030

Switchboard (8) telephone operators: Provide general information and refer information to the appropriate services. Use telephone system to alert the Veteran's Affairs (VA) Police and Security Service to report emergency situations Service to report emergency situations Contract Period: Option 4 POP Begin: 09-01-2030 POP End: 08-31-2031

B.4 DELIVERY SCHEDULE

1201 N.W. 16th St.

Miami, FL 33125 1624

USA

(305) 305-575-7000 ext. 13120 Hanse.Bidon@va,gov

1201 N.W. 16th St.

Miami, FL 33125 1624

USA

1201 N.W. 16th St.

Miami, FL 33125 1624

USA

1201 N.W. 16th St.

Miami, FL 33125 1624

USA

1201 N.W. 16th St.

Miami, FL 33125 1624

USA

36C24826Q0971

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SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (OCT 2025) (DEVIATION)

(a) Definitions. The clause at Federal Acquisition Regulation (FAR) 52.202-1, Definitions, is incorporated by reference.

(b) 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.

(c) 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.

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

(e) 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 FAR 52.233-1, Disputes, which is incorporated in this contract by reference. The Contractor shall proceed diligently with performance of this contract, pending final resolution of any dispute arising under the contract.

(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. Examples of occurrences include 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. When an excusable delay occurs, the Contractor shall—

(1) Notify the Contracting Officer in writing as soon as possible;

(2) Remedy the delay as quickly as possible; and

(3) Notify the Contracting Officer when the occurrence is over.

(g) Invoice. The Government will handle invoices according to the Prompt Payment Act (31 U.S.C. 3903) and 5 CFR part 1315. The Contractor shall submit invoices to the address designated in the contract to receive invoices. An invoice must include the information required by 5 CFR part 1315.9(b).

(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) 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 that appears on the payment check or the specified payment date if an electronic funds transfer payment is made.

(4) 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;

(D) Contractor point of contact; and

(ii) Provide a copy of the remittance and supporting documentation to the Contracting Officer.

(5) 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 FAR part 33 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 FAR part 32).

(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 termination for cause.

(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 for interest credits prescribed in FAR part 32 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 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. The Contractor shall not be paid for any work performed or costs incurred which reasonably could have been avoided.

(m) Termination for cause. The Government may terminate this contract, or any part hereof, for cause in the event of any default by the Contractor, or if the Contractor fails to comply with any contract terms and conditions, or fails to provide the Government, upon request, with adequate assurances of future performance. The Government will send a cure notice to the Contractor, unless the reason for the termination is late delivery. In the event of termination for cause, the Government shall not be liable to the Contractor for any amount for supplies or services not accepted, and the Contractor shall be liable to the Government for any and all rights and remedies provided by law. If it is determined that the Government improperly terminated this contract for default, such termination shall be deemed a termination for convenience.

(n) Title. Unless specified elsewhere in this contract, title to items furnished under this contract shall pass to the Government upon acceptance, regardless of when or where the Government takes physical possession.

(o) Warranty. The Contractor warrants and implies that the items delivered under this contract are merchantable and fit for use for the particular purpose described in this contract.

(p) Limitation of liability. Except as otherwise provided by an express warranty, the Contractor will not be liable to the Government for consequential damages resulting from any defect or deficiencies in accepted items.

(q) Compliance with laws unique to Government contracts. The Contractor agrees to comply with 31 U.S.C. 1352 relating to limitations on the use of appropriated funds to influence certain Federal contracts; 40 U.S.C. chapter 37, Contract Work Hours and Safety Standards; 41 U.S.C. chapter 87, Kickbacks; 49 U.S.C. 40118, Government-financed air transportation; and 41 U.S.C. chapter 21 relating to procurement integrity.

(r) Order of precedence. Any inconsistencies in this solicitation or contract shall be resolved by giving precedence in the following order:

(1) The schedule of supplies/services.

(2) The Disputes, Payments, Invoice, Compliance with Laws Unique to Government Contracts, and Unauthorized Obligations paragraphs of this clause;

(3) Other contract clauses incorporated in the solicitation or contract;

(4) Addenda to this solicitation or contract,

(5) Solicitation provisions incorporated in the solicitation.

(6) Other paragraphs of this clause.

(7) Other documents, exhibits, and attachments; and

(8) The specification.

(s) Unauthorized obligations.

(1) Except as stated in paragraph (s)(2) of this clause, when any supply or service acquired under this contract is subject to any End User License Agreement (EULA), Terms of Service (TOS), or similar legal instrument or agreement, that includes any clause requiring the Government to indemnify the Contractor or any person or entity for damages, costs, fees, or any other loss or liability that would create an Anti-Deficiency Act violation (31 U.S.C. 1341), the following shall govern:

(i) Any such clause is unenforceable against the Government.

(ii) Neither the Government nor any Government-authorized end user shall be deemed to have agreed to such clause by virtue of it appearing in the EULA, TOS, or similar legal instrument or agreement. If the EULA, TOS, or similar legal instrument or agreement is invoked through an “I agree” click box or other comparable mechanism (e.g., “click-wrap” or “browse-wrap” agreements), execution does not bind the Government or any Government authorized end user to such clause.

(iii) Any such clause is deemed to be stricken from the EULA, TOS, or similar legal instrument or agreement.

(2) Paragraph (s)(1) of this clause does not apply to indemnification by the Government that is expressly authorized by statute and specifically authorized under applicable agency regulations and procedures.

(t) Comptroller General examination of record. This paragraph applies if this contract was awarded using other than sealed bid procedures and is in excess of the simplified acquisition threshold on the date of award of this contract.

(1) The Comptroller General of the United States, or an authorized representative of the Comptroller General, shall have access to and right to examine any of the Contractor’s directly pertinent records involving transactions related to this contract.

(2) The Contractor shall make available at its offices, at all reasonable times, the records, materials, and other evidence for examination, audit, or reproduction, until 3 years after final payment under this contract or for any shorter period specified in FAR part 4, longer period required by statute, or periods specified in other clauses of this contract. If this contract is completely or partially terminated, the records relating to the work terminated shall be made available for 3 years after any resulting final termination settlement. Records relating to appeals under the disputes clause or to litigation or the settlement of claims arising under or relating to this contract shall be made available until such appeals, litigation, or claims are finally resolved.

(3) As used in this clause, records include books, documents, accounting procedures and practices, and other data, regardless of type and regardless of form. This clause does not require the Contractor to create or maintain any record that the Contractor does not maintain in the ordinary course of business or pursuant to a provision of law.

(u) Incorporation by reference. The Contractor’s representations and certifications, including those completed electronically via the System for Award Management (SAM), are incorporated by reference into the contract.

(End of Clause) ADDENDUM to FAR 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES Clauses that are incorporated by reference (by Citation Number, Title, and Date), have the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available.

The following clauses are incorporated into 52.212-4 as an addendum to this contract:

C.2 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 30 days.

(End of Clause)

C.3 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 30 days; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed five (5) years.

(End of Clause) C.4 52.222-36 EQUAL OPPORTUNITY FOR WORKERS WITH DISABILITIES (NOV 2025) (DEVIATION)

(a) Equal opportunity clause. The Contractor must abide by the requirements of the equal opportunity clause at 41 CFR 60-741.5(a), as of March 24, 2014. This clause prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by the Contractor to employ and advance in employment qualified individuals with disabilities.

(b) Subcontracts. The Contractor must include the terms of this clause in every subcontract or purchase order in excess of the threshold specified in Federal Acquisition Regulation (FAR) 22.1401-2(a)(1) on the date of subcontract award, unless exempted by rules, regulations, or orders of the Secretary, so that such provisions will be binding upon each subcontractor or vendor. The Contractor must act as specified by the Director, Office of Federal Contract Compliance Programs of the U.S. Department of Labor, to enforce the terms, including action for noncompliance. Such necessary changes in language may be made as shall be appropriate to identify properly the parties and their undertakings.

(End of Clause) C.5 52.222-40 NOTIFICATION OF EMPLOYEE RIGHTS UNDER THE NATIONAL LABOR RELATIONS ACT (NOV 2025) (DEVIATION)

(a) During the…