ATCH-3 -- Solicitation Reissuance 36C25023Q2034-0003.pdf

PAGE 1 OF 97 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

Not Applicable

36C25023Q2034-003

09-15-2023 ISSUED

09-27-2023 REISSUED

Brad Burhite (513) 692-7340 09-28-2023

14:30 EDT

36C250

Department of Veterans Affairs Network Contracting Office (NCO) 10 260 E. University Avenue Cincinnati OH 45219

X 100

X

517810

$40 Million

N/A

See PWS and PRICE/COST SCHEDULE

36C250

Department of Veterans Affairs Network Contracting Office (NCO) 10

Department of Veterans Affairs

FMS-VA-2(101)

Financial Services Center PO Box 149971 Austin TX 78714-9971

See CONTINUATION Page

The contractor shall provide all required labor, material, supplies, equipment and supervision of contractor personnel necessary to provide VETERAN TOWNHALL TELE-COMMUNICATIONS AND EMERGENCY NOTIFICATIONS for Dayton VA Medical Center (VAMC) in accordance with the terms and conditions established in this solicitation with performance periods summarized as follows:

- Base Year: 9/30/2023 to 9/29/2024

- Option Year One (OY1): 9/30/2024 to 9/29/2025

- Option Year Two (OY2): 9/30/2025 to 9/29/2026

- Option Year Three (OY3): 9/30/2026 to 9/29/2027

- Option Year Four (OY4): 9/30/2027 to 9/29/2028

This combined synopsis solicitation shall be conducted IAW FAR Part 13 with an award that is anticipated to result in a firm-fixed price indefinite-delivery type contract as defined in FAR Subpart 16.5 with maximum not-to-exceed (NTE) ordering limitations.

See CONTINUATION Page

Subject to FAR 52.232-18 (Availability of Funds)

X X

X 1

Bradley Burhite

VA-VHA-2020-230A0A03

Solicitation Reissuance 36C25023Q2034-0003

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 PRICE/COST SCHEDULE dated 9/27/2023

ITEM INFORMATION

B.3 PERFORMANCE WORK STATEMENT dated 27 September 2023

B.4 IT CONTRACT SECURITY

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (DEC 2022)

C.2 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (MAR 2023)

C.3 52.223-99 ENSURING ADEQUATE COVID-19 SAFETY PROTOCOLS FOR

FEDERAL CONTRACTORS (OCT 2021) (DEVIATION)

C.4 52.215-22 LIMITATIONS ON PASS-THROUGH CHARGES—IDENTIFICATION OF

SUBCONTRACT EFFORTS (OCT 2009)

C.5 52.215-23 LIMITATIONS ON PASS-THROUGH CHARGES (JUN 2020)

C.6 52.216-19 ORDER LIMITATIONS (OCT 1995)

C.7 52.216-22 INDEFINITE QUANTITY (OCT 1995)

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

C.9 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000) ... 51

C.10 52.224-2 PRIVACY ACT (APR 1984)

C.11 52.224-3 PRIVACY TRAINING (JAN 2017)

C.12 52.204-9 PERSONAL IDENTITY VERIFICATION OF CONTRACTOR

PERSONNEL (JAN 2011)

C.13 52.242-15 STOP-WORK ORDER (AUG 1989)

C.14 52.244-6 SUBCONTRACTS FOR COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (MAR 2023)

C.15 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.16 VAAR 852.211-76 LIQUIDATED DAMAGES – REIMBURSEMENT FOR DATA

BREACH COSTS (FEB 2023) ALTERNATE I (FEB 2023)

C.17 VAAR 852.237-75 KEY PERSONNEL (OCT 2019)

C.18 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

D.1 WAGE DETERMINATION (WD) 2015-4731 (R20) MONTGOMERY COUNTY, OHIO

DATED 5/12/2023 (see attached)

SECTION E - SOLICITATION PROVISIONS

E.1 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.2 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.3 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (MAR 2023)

E.4 52.212-2 EVALUATION—COMMERCIAL PRODUCTS AND COMMERCIAL

SERVICES (NOV 2021)

E.5 52.212-2 (Addendum A) – Past Performance Questionnaire E.6 52.212-2 (Addendum B) – Statement of Department of Labor Wage Determination Compliance E.7 52.212-2 (Addendum C) – Statement of FAR 52.219-14 Limitations on Subcontracting Compliance

E.8 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEC 2022)

E.9 52.217-5 EVALUATION OF OPTIONS (JUL 1990)

E.10 52.216-1 TYPE OF CONTRACT (APR 1984)

E.11 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.12 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.13 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020) .. 95

E.14 VAAR 852.211-72 TECHNICAL INDUSTRY STANDARDS (NOV 2018)

E.15 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS

(NOV 2018)

E.16 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE

(FEB 1998)

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 36C250 Department of Veterans Affairs Network Contracting Office (NCO) 10

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

[X] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Monthly in the areas upon completion of services

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:

AMENDMENT NO DATE

36C25023Q2034-0001 9/22/2023 36C25023Q2034-0002 9/25/2023 36C25023Q2034-0003 9/27/2023

B.2 PRICE/COST SCHEDULE dated 9/27/2023

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

10.00 EA $_____________ $____________

BASE YEAR | VETERAN TOWNHALL TELECOMMUNCIATIONS (ONLY):

The contractor shall provide VETERAN TOWNHALL TELECOMMUNICATIONS in support of all Veteran Townhall Events for up to 15,000 participant phone numbers IAW the performance work statement (PWS) and terms and conditions of the contract to include but not limited to the following:

‐ PRE‐EVENT: The contractor shall transmit reminder calls with a pre‐recorded message of up to 60 seconds in total duration for each event.

‐ MAIN EVENT: The contractor shall call each participant for up to 60 minutes in length which shall be supported by a minimum of two (2) call screeners for each event. In addition, the contractor shall provide polling ability during call for all participants and collect questions before they are asked during the town halls. Furthermore, the contractor shall ensure that the main event call provides the capability for Veterans to listen in on the live call, ask questions to screeners, talk live to DVAMC panel of experts, and participate in polling questions.

‐ POST‐EVENT: The contractor shall provide post‐event reports for each event IAW the PWS via secure website platform accessible to government requiring office or by encrypted email to government program manager.

INVOICING: The contractor shall submit one (1) invoice in the arrears upon completion of services for each completed Veteran Townhall Event within two (2) weeks of rendering services. Please note that not‐to‐exceed (NTE) estimated amount for this contract line‐item number (CLIN) is a quantity of up to ten (10) total Veteran Townhall Events.

Contract Period: Base

POP Begin: 09‐30‐2023

POP End: 09‐29‐2024

PRINCIPAL NAICS CODE: 517810 - All Other Telecommunications PRODUCT/SERVICE CODE: R422 - Support - Professional: Market Research/Public Opinion

12.00 EA $_____________ $____________

BASE YEAR | EMERGENCY NOTIFICATIONS ONLY (UP TO 10K CALLS):

The contractor shall provide EMERGENCY ROBOCALL NOTIFICATIONS for up to

10,000 individual phone numbers in accordance with the PWS, the contract and terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website platform accessible to government requiring office or by encrypted email to services for each completed notification within two (2) weeks of rendering services. Please note that not‐to‐exceed (NTE) estimated amount for this contract line‐item number (CLIN) is a quantity of up to twelve (12) notifications.

POP Begin: 09‐30‐2023

POP End: 09‐29‐2024

2.00 EA $_____________ $____________

BASE YEAR | EMERGENCY NOTIFICATIONS ONLY (UP TO 70K CALLS):

70,000 individual phone numbers in accordance with the PWS, the contract and terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website quantity of two (2) notifications.

POP Begin: 09‐30‐2023

POP End: 09‐29‐2024

OPTION YEAR ONE | VETERAN TOWNHALL TELECOMMUNCIATIONS (ONLY):

contractor shall provide polling ability during call for all participants and collect questions before they are asked during the town halls. Furthermore, the contractor shall ensure that the

Contract Period: Option 1

POP Begin: 09‐30‐2024

POP End: 09‐29‐2025

OPTION YEAR ONE | EMERGENCY NOTIFICATIONS ONLY (UP TO 10K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2025

OPTION YEAR ONE | EMERGENCY NOTIFICATIONS ONLY (UP TO 70K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2025

OPTION YEAR TWO | VETERAN TOWNHALL TELECOMMUNCIATIONS (ONLY):

contractor shall provide polling ability during call for all participants and collect questions before they are asked during the town halls. Furthermore, the contractor shall ensure that the

Contract Period: Option 2

POP Begin: 09‐30‐2025

POP End: 09‐29‐2026

OPTION YEAR TWO | EMERGENCY NOTIFICATIONS ONLY (UP TO 10K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2026

OPTION YEAR TWO | EMERGENCY NOTIFICATIONS ONLY (UP TO 70K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2026

OPTION YEAR THREE | VETERAN TOWNHALL TELECOMMUNCIATIONS (ONLY):

contractor shall provide polling ability during call for all participants and collect questions before they are asked during the town halls. Furthermore, the contractor shall ensure that the

Contract Period: Option 3

POP Begin: 09‐30‐2026

POP End: 09‐29‐2027

OPTION YEAR THREE | EMERGENCY NOTIFICATIONS ONLY (UP TO 10K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2027

OPTION YEAR THREE | EMERGENCY NOTIFICATIONS ONLY (UP TO 70K CALLS) ):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

POP End: 09‐29‐2027

OPTION YEAR FOUR | VETERAN TOWNHALL TELECOMMUNCIATIONS (ONLY):

contractor shall provide polling ability during call for all participants and collect questions before they are asked during the town halls. Furthermore, the contractor shall ensure that the

Contract Period: Option 4

POP Begin: 09‐30‐2027

POP End: 09‐29‐2028

OPTION YEAR FOUR | EMERGENCY NOTIFICATIONS ONLY (UP TO 10K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

Contract Period: Option 4

POP End: 09‐29‐2028

OPTION YEAR FOUR | EMERGENCY NOTIFICATIONS ONLY (UP TO 70K CALLS):

terms and conditions specified herein. The contractor shall provide post‐event reports for each emergency robocall notification event via secure website

Period: Option 4

POP End: 09‐29‐2028

GRAND TOTAL $____________

B.3 PERFORMANCE WORK STATEMENT dated 27 September 2023

PERFORMANCE WORK STATEMENT (PWS)

Veteran Townhall Telecommunications and Emergency Notifications for Dayton VA Medical Center

27 September 2023

Section 1: General Information

1.1 GENERAL. This is a non-personnel services contract in which the contractor shall provide Veteran Town Hall Telecommunications and Emergency Notifications for Dayton VA Medical Center (DVAMC) in Ohio. The government shall not exercise any supervision or control over the contract service providers performing the services herein. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to provide services as established in this Performance Work Statement (PWS).

1.2 SCOPE SUMMARY: The contractor shall provide Dayton VAMC (DVAMC) Community and Public Relations Service (CPRS) located in Ohio the capability to provide Veteran Town Hall Telecommunications and Emergency Robocall Notifications to all government provided phone numbers. These communications are targeted for the purposes of two types of events, hosting Veteran Telephone Townhall events and providing important information by Emergency Robocall Notifications with recorded messages. The contractor shall utilize telephone technology to provide a service which shall have the capability of dialing out to thousands of pre-determined Veterans phone numbers simultaneously as specified herein.

REQUIREMENT #1 (CLINs-0001, 1001, 2001, 3001 and 4001): The contractor shall provide several services for Veteran Telephone Townhall events. Firstly, the contractor shall call all Veteran participants on the telephone call list provided by the government prior to the event which will otherwise be known for this requirement as pre-event robocalls. For these pre-event calls, the contractor shall provide pre-recorded robocalls to all participants requested by the government PM prior to each event to advertise the event and provide event date-time information. Furthermore, the vendor shall have capability to record a message of up to sixty (60) seconds in duration which will be written and voiced by a DVAMC designated staff member. This sixty (60) second message shall be played during the pre-event calls and must be adaptable for both live answered calls and voicemail answered calls. The contractor shall utilize the phone number lists provided by DVAMC to call up to 15,000 participate phone numbers simultaneously. For the main event, the contractor shall ensure that Veteran participants are granted access to an audio of the Veteran Townhall event by telephone scheduled for no longer than sixty (60) minutes. Moreover, the contractor shall provide a minimum of two (2) screeners to collect questions before they are asked during the town halls. In addition, the contractor shall have the capability during the Veteran Telephone Townhall main event calls to listen in on the live call, ask questions to screeners, talk live to DVAMC panel of experts, and participate in poll questions. The Veteran Telephone Townhall main event shall begin and end at the specific times designated by Dayton VAMC leadership. Please note that these may occur up to the not-to-exceed quantity of up to ten (10) per year as specified in the PRICE/COST SCHEDULE. In addition, the contractor shall provide post-event reports for each Veteran Telephone Townhall event via secure website platform accessible to government requiring office or by encrypted email to government program manager. Finally, Finally, the contractor shall submit one (1) invoice in the arrears upon completion of services for each completed Veteran Townhall Event within two (2) weeks of rendering services.

REQUIREMENT #2 (CLINs-0002, 1002, 2002, 3002 and 4002): The contractor shall ensure that Emergency Robocall Notifications with a pre-recorded message of up to sixty (60) seconds in total duration are relayed to all Veterans on the phone number call list upon request by the government program manager for up to 10,000 participant phone numbers simultaneously. The contractor shall utilize phone number lists provided by DVAMC to announce special events and resources available to all Veterans. These Emergency Robocall Notifications may occur up to the not-to-exceed quantity of up to twelve (12) per year as specified in the PRICE/COST SCHEDULE. The contractor shall have the capability to record up a message of up to sixty (60) seconds in duration which will be written and voiced by a DVAMC designated staff member. In addition, the contractor shall play the requested sixty (60) second message to all participants on the telephone call list provided by the government program manager. Please note that not-to-exceed (NTE) amount for respective contract line-item numbers (CLINs) is established in the PRICE/COST SCHEDULE. In addition, the contractor shall provide post-event reports for each Emergency Robocall Notification event via secure website platform accessible to government requiring office or by encrypted email to government program manager. Finally, the contractor shall submit one (1) invoice in the arrears upon completion of services for each completed Emergency Robocall Notification within two (2) weeks of rendering services.

REQUIREMENT #3 (CLINs-0003, 1003, 2004, 3003 and 4003): The contractor shall ensure that Emergency Robocall Notifications with a pre-recorded message of up to sixty (60) seconds in total duration are relayed to all Veterans on the phone number call list upon request by the government program manager for up to 70,000 participant phone numbers simultaneously. The contractor shall utilize phone number lists provided by DVAMC to announce special events and resources available to all Veterans. These Emergency Robocall Notifications may occur up to the not-to-exceed quantity of up to two (2) per year as specified in the PRICE/COST SCHEDULE. The contractor shall have the capability to record up a message of up to sixty (60) seconds in duration which will be written and voiced by a DVAMC designated staff member. In addition, the contractor shall play the requested sixty (60) second message to all participants on the telephone call list provided by the government program manager. Please note that not-to-exceed (NTE) amount for respective contract line-item numbers (CLINs) is established in the PRICE/COST SCHEDULE. In addition, the contractor shall provide post-event reports for each Emergency Robocall Notification event via secure website platform accessible to government requiring office or by encrypted email to government program manager. Finally, the contractor shall submit one (1) invoice in the arrears upon completion of services for each completed Emergency Robocall Notification within two (2) weeks of rendering services.

1.3 Period of Performance: The periods of performance for this requirement to include base and options are summarized as follows:

Base Year: 30 September 2023 to 29 September 2024

Option Year One (OY1): 30 September 2024 to 29 September 2025 Option Year Two (OY2): 30 September 2025 to 29 September 2026 Option Year Three (OY3): 30 September 2026 to 29 September 2027 Option Year Four (OY4): 30 September 2027 to 29 September 2028

1.4 Place of Performance: The place of performance shall be at the contractor’s facility for DVAMC and its operating facilities:

Dayton Veterans Affairs Medical Center (DVAMC) 4100 West Third Street Dayton, OH 45428

1.5 Hours of Operation: Business hours of the DVAMC except for federally recognized national holidays.

1.6 Work Schedule: All work shall be coordinated with the government project manager (PM) and if the PM has any or all questions concerning the requirements within the contract, the PM will consult with the Contracting Officer to avoid disruptions or conflicts between the government functions and the provision of service under this contract.

1.7 Type of Contract: The government will award a Firm Fixed Price contract.

1.8 Contract Changes: If the contractor receives a request from VA personnel directing or requesting work that the contractor believes is not within the terms of the PWS or the contract, then the contractor must notify the government PM and the Contracting Officer of the request. The only person that has the authority to modify the terms of the contract or request work for which compensation will be provided is the Contracting Officer.

1.9 Invoicing: All invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

VA’s Electronic Invoice Presentment and Payment System – The FSC uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website: http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge.

More information on the VA Financial Services Center is available at http://www.fsc.va.gov/einvoice.asp.

Section 2: Definitions & Acronyms

2.1 Definitions:

Contractor. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

Contracting Officer (CO). A person with the authority to enter into, administers, and/or terminates contracts and makes related findings. The Contracting Officer is the only individual who has the authority to contractually bind the Government. The Contracting Officer may designate a Government employee to act as his authorized technical representative.

Project Manager (PM). The person designated as the authorized representative of the Contracting Officer acting within the limits of his/her authority. This individual shall not be authorized to award, agree to, or sign any contract or modification thereto, or in any way to obligate the payment of money by the Government. The PM advises the Contracting Officer on matters relating to this contract, verifies completion of the work, certifies invoices related to completed work, and ensures compliance with all provisions of the contract.

Corrective Action. Action taken by the contractor to correct a deficiency and identify the cause(s) of the deficiency.

2.2 Acronyms:

CO Contracting Officer PWS Performance Work Statement PM Project Manager VA Veterans Affairs

Section 3: Government Furnished Property, Equipment, and Services

3.1 GOVERNMENT FURNISHED EQUIPMENT/SUPPLIES.

3.1.1 The government will not be providing any government furnished equipment/supplies for this contract.

3.1.2 The government will provide the use of phone numbers provided by the Dayton VA to vendor for the use with Veteran Town Hall activities by way of VA form 0752 Confidentiality of Sensitive Information Non-Disclosure Agreement. The contractor shall adhere to all applicable Federal, State and Local laws, rules, regulations and procedures as required to perform services under this contract to include protection of patient personal information in accordance with the terms and conditions established in this contract.

3.2 CONTRACTOR USE OF VAMC EQUIPMENT AND SUPPLIES.

3.2.1 The contractor shall not utilize any DVAMC equipment or supplies for this contract.

Section 4: Contractor Furnished Items and Services

The contractor shall provide all personnel necessary to assure that all services are in accordance with the contract and all applicable laws and regulations. The contractor shall ensure all work meets performance standards specified in this Performance Work Statement (PWS) and referenced documents.

Section 5: Records Management

5.1 Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

5.2 In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

5.3 In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

5.4 DVAMC and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of DVAMC or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to DVAMC. The agency must report promptly to NARA in accordance with 36 CFR 1230.

5.5 The contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the Town Hall Platform contract. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to DVAMC control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the Town Hall Platform contract. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4).

Section 6: Specific Tasks

Standards: All digital media communication messages, content, and representation is fully controlled and managed by the DVAMC CPRS Public Affairs staff.

All phone numbers and other data from Veterans and VA employees is the intellectual property of DVAMC, which shall not be utilized by the contractor for any purpose.

The contractor shall purge all phone numbers and other data associated with this contract from the contractor’s information systems upon request by an authorized government representative specified by the contracting officer in writing.

6.1 Performance Requirements Summary. The performance requirements are the thresholds of minimum acceptable levels of service critical to successful performance of this contract which are summarized as follows:

PERFORMANCE REQUIREMENTS SUMMARY

Performance Objectives

Performance Standard Acceptable Quality

Level (AQL)

Method of Monitoring

1) Performance Metric

VETERAN TOWNHALL

TELECOMMUNICATIONS

(1 TO 15K PHONE CALLS)

Vendor shall all TOWNHALL TELEPHONE COMMUNICATIONS for 1 to 15,000 participants

Vendor shall have capability to record voice message of up to sixty (60) seconds.

Vendor shall transmit reminder calls up to 60 second with pre‐recorded message.

Vendor shall call each participant for up to 60 minutes in length.

Vendor shall have minimum two (2) call screeners.

Vendor shall provide polling ability during calls for all telephone townhall participants.

Vendor shall comply with all other requirements for veteran townhall telecommunications in accordance with the PRICE/COST SCHEDULE, the PWS and the overall terms and conditions established in the contract.

100% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.

2) Performance Metric

EMERGENCY ROBOCALL

NOTIFICATIONS

(1 TO 10K PHONE CALLS)

Vendor shall provide EMERGENCY ROBOCALL NOTIFICATIONS for 1 to 10,000 participants.

Vendor shall have capability to record message of up to sixty (60) seconds in total length.

Vendor shall play sixty (60) second message.

Vendor shall comply with all other requirements for these emergency robocall notifications in accordance with the PRICE/COST SCHEDULE, the PWS and the overall terms and conditions established in the contract.

100% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

3) Performance Metric

NOTIFICATIONS

(1 TO 70K PHONE CALLS)

Vendor shall provide EMERGENCY ROBOCALL NOTIFICATIONS for 1 to 70,000 participants.

Vendor shall have capability to record message of up to sixty (60) seconds in total length.

Vendor shall comply with all other requirements for these emergency robocall notifications in accordance with the PRICE/COST SCHEDULE, the PWS and the overall terms and conditions established in the contract.

100% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

4) Performance Metric

Data Security

Vendor shall ensure the response data for VETERAN TELE‐TOWNHALL participants is deliverable and accessible by VHA via HTTPS or FTPS protocol and allows for secure movement of collected data from VENDOR to VHA following FIPS 140.2 Compliance as required for data exchange when exchanging information defined as Protected Health Information (PHI) or Personally Identifiable Information (PII).

100% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

5) Performance Metric

Post Event Reporting for TOWNHALLS and

The vendor shall provide post‐event reports via secure website platform accessible to USG requiring office and by encrypted email to USG PM. The following metrics

98% On‐time Rate

The PM or government representative designated in writing by the CO will conduct random checks to ensure

NOTIFICATIONS

will be available within 24 hours of call completion “prefer real time”. Example of minimally required reports follows:

Total calls made

Total calls answered

Total calls disconnected

Time call was active in Minutes

Percent of participants staying on the phone line for the duration of the call compliance with this performance

6) Performance Metric

Planning and Implementation

The contractor shall provide remote live or online training sessions for VA Employees; training may be recorded; any system upgrades. Vendor shall provide training sessions free of charge; assist managers in creating user manuals; create pulse campaigns;

technical support online and via phone.

98% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

7) Performance Metric

Invoicing Accuracy, Timeliness and Billing Errors

The contractor shall submit invoices in a timely manner for work performed monthly in the arrears not later than two (2) weeks after performance in accordance with the PRICE/COST SCHEDULE, the PWS and the overall terms and conditions established in the contract.

98% On‐time Rate

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

8) Performance Metric

Compliance with English Language Requirement

The contractor shall ensure that all employees are fully proficient in the English language at a level sufficient to seamlessly perform all services required in accordance with the terms and conditions of this contract.

100% Compliance

The PM or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance

9) Performance Metric

Compliance with FAR 52.219‐14 Limitations on Subcontracting Requirements

The contractor shall submit confirmation of compliance with the FAR 52.219‐14 ‐‐ Limitations on Subcontracting requirement that “at least 50 percent of the cost of contract performance incurred for personnel shall be expended for employees of the concern” as specified by the Contracting Officer (CO) in writing within four (4) hours of request.

100% Compliance

The Contracting Officer (CO) will conduct random compliance checks with the contractor as necessary.

10) Performance Metric

Compliance with DOL Wage Determination Labor Rate Requirement

The contractor shall submit confirmation of compliance with the current Department of Labor (DOL) wage determination (WD) hourly rate if requested by the Contracting Officer (CO) in writing within four (4) hours of request which may include an itemized list of the hourly rate being paid for all employees performing services under this contract.

100% Compliance

The Contracting Officer (CO) will conduct random compliance checks with the contractor as necessary.

NOTE: The performance of these requirements by contractor will be documented by the government in the CPARS system based on the contractor’s ability to comply with the terms and conditions established in the contract.

6.2 Contractor Personnel

6.2.1 The contractor or representative shall be available during normal duty hours to respond by telephone within thirty (30) minutes of notification by the PM and shall be available to meet with PM or designated representative within 2 hours after notification to discuss problem areas. After normal duty hours, the contractor or representative shall be available within 3 hours.

6.2.2 The contractor’s employees shall be fluent in English and shall be able to read, write, speak, understand and communicate effectively in English.

6.2.3 Prior to beginning performance under this contract, the contractor shall provide the following:

Contact phone numbers and email addresses of employees who will provide services under this contract.

6.2.4 The contractor shall notify the PM in writing whenever there is a change of personnel appointed to fulfill supervisory or shift leader function or when there is a planned absence of key personnel.

6.2.5 The contractor shall also be responsible for adhering to all requirements under the Privacy Act due to the possibility that confidential medical record information may be accessible and/or visible to contractor employees during performance of their daily duties. The contractor shall obtain a signed “Confidentiality Certificate” from each employee prior to allowing them to start work under this contract. The contractor shall keep a copy of confidentiality certificate on site for inspection purposes.

6.3 Building Security. Since there are no requirements for the contractor to be within the VAMC, there are no building requirement security measures necessary for this contract.

6.4 Safety. Since there are no requirements for the contractor to be within the VAMC, there are no building requirement safety measures necessary for this contract.

6.5 Interference to Normal Function. The contractor shall provide alternatives to performance of work with this contract if there are interruptions of their work at any time to avoid interference with delivering the tasks within this contract.

6.6 Damage and Equipment Loss. Since there is not equipment or supplies provided to the contractor this section is not applicable.

Section 7: Quality Assurance Surveillance Plan

To evaluate contractor performance and ensure quality of work provided by the contractor, the PM will conduct weekly meetings with the Contractor to assure all tasks are delivered in a timely manner as outlined in the contract.

8.0 GENERAL REQUIREMENTS

8.1 General: To evaluate contractor performance and ensure quality of work provided by the contractor, the PM will conduct weekly meetings with the contractor to assure all tasks are delivered in a timely manner as outlined in the contract.

8.2 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall identify and define the management concept for ensuring compliance with all contract requirements. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

The contractor will have an on-going quality assurance and /or quality improvement program designed to objectively and systematically measure, assess, and improve performance to enhance services. The contractor’s quality control program is the means by which the contractor assures that all work complies with the requirement of the contract. The contractor shall provide a copy of the Quality Control Program (QCP) with their offeror as specified by the Contracting Officer and upon request thereafter. After acceptance of the quality control plan, the contractor shall immediately notify the contracting officer of any proposed changes to their quality control program and submit a change request in writing to the contracting officer. The contractor shall furnish copies of these records if requested by the Contracting Officer, COR, COTR and/or government representative(s) designated by the CO in writing. The contractor’s quality control program shall incorporate all items specified in the Performance Requirements Summary (PRS) of this PWS.

8.3 Quality Assurance. The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the government must do to ensure that the contractor has performed in accordance with the performance standards established in the PRS and the PWS. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s) which shall include but is not limited to the following:

8.3.1 Feedback from Veterans and their Families, Visitors, Volunteers and VA staff: Feedback may be obtained from either the results of formal customer satisfaction surveys or from compliments/complaints. In order for complaints to be considered valid, the individual(s) filing the complaint must do so in writing using a locally modified version of VA Form 21-4138 (Statement In Support of Claim). Copies of this form will be available from the CO designated government representative(s) and the VAACC Volunteer Service Desk at the main entrance. The CO designated government representative(s) shall collect completed compliment/complaint forms as they are submitted and retain them as part of the government’s QA/QC file. Complaints shall be investigated by the CO designated government representative(s) and if found to be valid the contractor shall be notified and instructed to correct the cause of the complaint. The CO designated government representative(s) shall additionally document validated complaints on a QASP PRS checklist.

8.3.2 Random Monitoring/Surveillance: As stated in the performance standards of the QASP, the Quality Assurance Evaluators (QAEs) as assigned by the CO designated government representative will monitor the contractor’s performance under the contract against the PRS. QAEs will be familiar with the QASP prior to the beginning of monitoring performance and will only have authority to document performance and provide documentation to the COR for his/her review. Documentation of performance will be retained as part of the Government’s QA/QC file. The CO designated government representative(s) shall enter all results of monitoring on a QASP PRS checklist.

8.3.3 System Generated Reports: As stated in the performance standards of the QASP, the CO designated government representative(s) will receive notifications from VA TMS when an employee is due/overdue for training. The CO designated government representative(s) shall ensure that the contractor’s On-Site manager is aware that employees are due/overdue for training or prohibited from performing duties under the contract until the training is complete as appropriate. System generated reports will be retained as part of the Government’s QA/QC file. The CO designated government representative(s) shall enter all results of this monitoring on a QASP PRS checklist.

8.3.4 Notification from VA Police: As stated in the performance standards of the QASP, the CO designated government representative(s) will receive notifications from VA Police of any incident that leads to the generation of a police report of property damage, report of theft or the arrest of an employee of the contractor. The CO designated government representative(s) immediately notify the CO of the incident and appropriate contractual action will be taken. Notifications of these incidents will be retained as part of the government’s QA/QC file. The CO designated government representative(s) shall enter all results of this monitoring on QASP PRS checklist.

8.3.5 Documenting Performance: The government shall maintain a QA/QC file of the contractor’s performance under the contract documenting positive and negative performance. The CO designated government representative(s) shall quarterly (based on the Federal Fiscal Year) generate a report for both the CO and the contractor based on the QASP PRS checklist for the three months of the quarter. Any communications (except routine) between the government and the contractor shall be summarized and any actions taken by the Government that affect the contract during the reporting period shall additionally be included. Other performance related issues or miscellaneous item will be included in the quarterly report.

8.3.5.1 If the contractor’s performance for any PRS line item does not meet the PRS performance standard during a monitoring period, the CO designated government representative shall generate a Contract Discrepancy Report (CDR) and present it to the CO for issuance to the contractor as appropriate. The CDR(s) shall specify the nature of the discrepancy, if there are required corrected actions and the timeline for taking corrective actions. The contractor shall acknowledge receipt of the CDR in writing and develop a Corrective Action Plan (CAP) if required. The government shall review the contractor’s CAP to determine acceptability.

8.3.5.2 CDRs and CAPs will become part of the government’s QA/QC file and may form the basis for contractual actions by the CO if deemed necessary to correct the contractor’s performance under the contract.

8.3.6 QASP Review and Updates: Prior to the exercising of any contract option periods, the CO, CO designated government representative(s) and contractor shall review the QASP to determine if any changes to the QASP are needed. The government retains final authority on what is contained in the

QASP.

8.4 CONTRACTOR PERFORMANCE ASSESSMENT RATING SYSTEM (CPARS). The contractor is required to register in the Contractor Performance Assessment Rating System (CPARS). As prescribed in Federal Acquisition Regulation (FAR) Part 42.15, the Department of Veterans Affairs (VA) evaluates contractor past performance on all contracts that exceed the dollar threshold specified in the FAR and may share those evaluations with other Federal Government contract specialists and procurement officials. The FAR requires that the contractor be provided an opportunity to comment on past performance evaluations prior to each report closing. To fulfill this requirement VA uses an online database. The CPARS database information is shared with the Past Performance Information Retrieval System (PPIRS) database, which is available to all Federal Agencies.

8.4.1 Each contractor whose contract award is estimated to exceed the dollar threshold specified in the FAR shall be required to register with the Contractor Performance Assessment Rating System (CPARS) database at the following https://www.cpars.gov/ or by calling (207) 438-1690.

Registration should occur no later than thirty days after contract award and must be kept current should there be any change to the contractor’s registered representative.

8.4.2 For contracts with a period of one year or less, the contracting officer will perform a single evaluation when the contract is complete. For contracts exceeding one year, the contracting officer will evaluate the contractor’s performance annually. Interim reports will be filed each year until the last year of the contract when the final report will be completed. The report shall be assigned in CPARS to the contractor’s designated representative for comment. The contractor representative will have thirty days to submit any comments and re-assign the report to the VA contracting officer.

8.4.3 For contracts with a period of one year or less, the contracting officer will perform a single evaluation when the contract is complete. For contracts exceeding one year, the contracting officer will evaluate the contractor’s performance annually. Interim reports will be filed each year until the last year of the contract when the final report will be completed. The report shall be assigned in CPARS to the contractor’s designated representative for comment. The contractor representative will have thirty days to submit any comments and re-assign the report to the VA contracting officer.

B.4 IT CONTRACT SECURITY

VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

1. GENERAL

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

2. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

c. Contract personnel who require access to national security programs must have a valid security clearance. National Industrial Security Program (NISP) was established by Executive Order 12829 to ensure that cleared U.S.