36C25026Q0418 0001.docx

5. PROJECT NUMBER (if applicable)

CODE

7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER

3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO.

1. CONTRACT ID CODE

FACILITY CODE

CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office.

is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER

16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30

PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243 (Type or print) (Type or print) (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code) (If other than Item 6) (Specify type of modification and authority) (such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer) 06-09-2026 None 36C250 Department of Veterans Affairs Network 10 Contracting Office 24 Frank Lloyd Wright Drive Lobby M, Suite M2200 Ann Arbor

MI

48105 Y Department of Veterans Affairs Network 10 Contracting Office 24 Frank Lloyd Wright Drive Lobby M, Suite M2200 Ann Arbor

MI

48105 To all Offerors/Bidders

36C25026Q0418 06-02-2026

X X X X The purpose of this Amendment is to answer submitted questions regarding the referenced solicitation.

This Amendment also serves to provide a corrected and revised document form for Contractors to complete and submit by June 15, 2026 NLT 09:00 AM EST. Contractors shall complete the attached solicitation entitled "36C25026Q0418 - REVISED" to be considered for contract award.

KRISTINA L. PEART

CONTRACTING OFFICER

Solicitation 36C25026Q0418 – Questions & Answers

1. What is the applicable Service Contract Act (SCA) Wage Determination number for this requirement, and will it be incorporated into the solicitation?

The applicable wage determination is included in Section D.1. The solicitation incorporates DOL Wage Determination Number 2015 4287, Revision Number 34, dated 12/03/2025, by reference.

2. Will the Government provide historical call volume data (daily/monthly averages, peak hours) to assist offerors in right-sizing staffing proposals?

No, historical call volume data will not be provided. The current monthly call volume averages around 2800 calls/month, however, Contractors should plan for an estimated call volume of 300 calls per day in accordance with the PWS.

3. Is there a Not-to-Exceed (NTE) ceiling price, or should offerors propose their best price without constraint?

The solicitation does not identify a Not to Exceed ceiling price. Offerors shall submit pricing in accordance with the price schedule.

4. Will option year pricing be evaluated at time of award, or will escalation clauses be permitted?

Option year pricing will be evaluated at time of award. Section E.11 states the Government will evaluate offers by adding the total price for all options to the total price for the basic requirement. Escalation clauses will not be permitted.

5. What are the exact after-hours coverage start and end times by day type (weekday, weekend, and federal holiday)?

Coverage is required from 4:30 p.m. to 7:30 a.m. Monday through Friday, with 24-hour coverage on Saturday, Sunday, and federal holidays, and during emergency times, such as when RLR phone lines are down. Services are also required twice a month for one hour to accommodate staff meetings.

6. Will the contractor be required to integrate with the VA's existing paging system, and if so, what technical specifications or APIs will be provided?

The contractor will use VA provided tools to access the VA voice network. RLR will provide up to three laptops for VPN access, softphone, ACD accounts, and call statistics. The PWS also states that the contractor shall call RLR and IU staff pagers through DiagNotes.

7. What is the current average daily call volume during after-hours periods, and what percentage of those calls are urgent or emergent?

The PWS states an estimated call volume of 300 calls per day. The current monthly call volume averages around 2800 calls/month.

8. Will the VA provide an approved call routing directory and on-call schedule at contract kickoff, and how frequently is it updated?

The PWS states RLR will provide a daily contact call list, and the contractor shall answer calls using an RLR approved script.

9. Is bilingual (Spanish or other language) operator capability required?

No. Ability to speak, understand, read, and write English fluently is required.

10. Will the contractor need to interface with the Veterans Crisis Line or other VA hotlines, and if so, what are the applicable protocol requirements?

No. Contractor’s will not need to interface with the Veterans Crisi Line or other VA hotlines.

11. Will a Business Associate Agreement (BAA) be required, and if so, will the VA provide its standard BAA template?

Yes, a Business Associate Agreement is included in Section D.3.

12. What background investigation level is required for contractor personnel (e.g., NACI, MBI, or higher)?

The PWS identifies the required background investigation as NACI for VA Network access.

13. Are there specific VA information security requirements (VA Handbook 6500, FedRAMP) that apply to the contractor's call recording and data storage systems?

Yes. The solicitation includes VA information security and privacy requirements, including requirements related to VA information, VA information systems, training, Rules of Behavior, incident reporting, and protection of PHI.

14. Will there be a transition-in period, and if so, is it compensated or uncompensated? What is the expected duration?

The transition period is estimated to be approximately 1 month, to allow for time to onboard the contractors (filling out of documents, completing background check, completing trainings, acquiring VA-issued equipment, etc.). The transition period will be compensated.

15. Is there an incumbent contractor currently performing this work, and if so, will incumbent staffing data be made available to offerors?

Yes, there is an incumbent. No, incumbent staffing data will not be made available to offerors.

16. Will the Government provide a Performance Work Statement (PWS) or Quality Assurance Surveillance Plan (QASP) with the full RFQ?

Yes. The RFQ includes a Performance Work Statement at Section B.5 and a Quality Assurance Surveillance Plan at Section D.2.

17. Are subcontractors permitted, and if so, is there a limitation on subcontracting percentage per VAAR 852.219-73?

Subcontractors are permitted subject to applicable solicitation requirements. This procurement is a total SDVOSB set aside, and the solicitation includes VAAR 852.219-73 and VAAR 852.219-75. For services, the SDVOSB prime may not pay more than 50 percent of the amount paid by the Government to firms that are not certified SDVOSBs listed in the SBA certification database, excluding allowable direct costs.

18. Will offerors be required to provide proof of current VA VIP (Vendor Information Pages) SDVOSB verification at time of submission?

The solicitation requires SDVOSB certification in the SBA certification database. Offers from entities that are not certified SDVOSBs and listed in the SBA certification database at the time of offer shall not be considered.

19. Is this a total SDVOSB set-aside, and will award be made on a sole-source basis if only one compliant offer is received?

The solicitation is issued as a total SDVOSB set aside. If only one compliant offer is received, the Government may consider that offer for award in accordance with the solicitation, provided the offeror is eligible, responsible, technically acceptable as applicable, and the price is determined fair and reasonable. Receipt of only one compliant offer does not convert this competitive set aside into a sole source award.

20. What evaluation factors will be used — Lowest Price Technically Acceptable (LPTA) or best value? If best value, what is the relative weight of technical versus price?

The solicitation does not state LPTA. Section E.11 identifies the evaluation factors as price and past performance, and states the procurement will be conducted as a comparative analysis using FAR Part 12.

21. What is the required format and page limit for the technical volume?

The solicitation requires signed and dated offers and, at minimum, the information listed in FAR 52.212 1, including a technical description in sufficient detail to evaluate compliance, price, representations and certifications, and acknowledgment of amendments. There is no set page limit for the technical volume.

22. Will oral presentations or site visits be required as part of the evaluation process?

No. Oral presentations or site visits WILL NOT be required as part of the evaluation process.

23. Who is the current contractor?

The requested incumbent contractor information is publicly available. Offerors may review Contract No. 36C25022C0040 on SAM.gov for the current contractor and contract amount. Offerors are responsible for conducting their own review of publicly available contract information.

24. What is the current contract amount?

The current contract amount information is publicly available. Offerors may review Contract No. 36C25022C0040 on SAM.gov for the current contractor and contract amount. Offerors are responsible for conducting their own review of publicly available contract information.

25. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

The location of the proposed Offerors’s location or headquarters will have minimal bearing on the award as the only on-site actions that take place can be completed/accomplished at the closest VA Medical Center to the awarded contractor.

26. How are fees currently being billed by any incumbent(s), by category, and at what rates?

Incumbent contract information that is publicly available may be reviewed under Contract No. 36C25022C0040 on SAM.gov. Offerors are responsible for reviewing publicly available contract information. Offerors shall submit pricing in accordance with the current solicitation’s price schedule.

27. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

Information concerning the current contract may be reviewed under Contract No. 36C25022C0040 on SAM.gov. Offerors are responsible for reviewing publicly available contract information.

28. Is previous experience with any specific customer information systems, phone systems, or software required?

Offerors must be able to perform the requirements stated in the solicitation. The solicitation states that the contractor will use VA provided tools to access the VA voice network. RLR will provide up to three laptops for VPN access, a softphone, ACD accounts, call statistics, and DiagNotes for paging functions.

29. What is the minimum required total call capacity?

The PWS states an estimated call volume of 300 calls per day. The current monthly call volume averages around 2800 calls/month.

30. What is the minimum simultaneous inbound call capacity?

This information is not tracked and cannot be provided

31. What is the maximum hold time?

The PWS requires calls to be answered within 30 seconds by a live person.

32. What percentage of inbound calls must be answered by a live operator?

The PWS requires calls to be answered within 30 seconds by a live person.

33. What percentage of calls must be resolved without a transfer, second call, or a return call?

A specific percentage of calls that must be resolved without a transfer, second call, or return call is not separately stated. The contractor is responsible for meeting the PWS and QASP performance requirements. The QASP identifies performance monitoring measures including average speed to answer within 30 seconds, abandonment rate of less than 5 percent, and average handle time of 5 minutes. Performance will be monitored in accordance with the QASP.

34. Is there a minimum or maximum number of operators and supervisors?

The contractor is responsible for providing sufficient staffing to meet the solicitation requirements.

35. What are the required language options?

Ability to speak, understand, read, and write English fluently is required.

36. What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?

The contractor is responsible for meeting all solicitation requirements, including coverage, response time, privacy, security, performance, and quality requirements.

37. What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)?

The contractor is responsible for meeting all solicitation requirements, including coverage, response time, privacy, security, performance, and quality requirements.

38. What information is to be included in call logs?

Call logs should include name of operator(s) accepting calls, number of calls handled, talk time (average and total), ring time (average and total), hold time (average and total), number of calls with ring but no answer, and priority of call.

39. What is the current number of seats for operators and supervisors at your existing call center?

This information will not be provided. The contractor is responsible for meeting all solicitation requirements, including coverage, response time, privacy, security, performance, and quality requirements.

40. What is the current average wait time for phone calls?

The current average ring time is 1 minute and 20 seconds for after hours phone calls.

41. What is the current average after-call work time for operators?

Unable to determine average after-call work time, but is very minimal as the main aspect of the work is the answering and forwarding of calls and paging staff.

42. Over the past year, what is the percentage of calls received in English versus non-English?

This information is not tracked and cannot be provided.

43. Over the past year, what percentage of calls received were in Spanish?

This information is not tracked and cannot be provided

44. What time of day, days of the week, or times of the year do calls typically peak?

Historically, after hours calls stay relatively steady with call volumes ranging from 2600-3100/month with a slight increase between October-January. During those months, calls have still remained within the 2600-3100 range. Unable to determine specific days/times of day.

45. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

Offers are due June 15, 2026 at 9:00 AM Eastern Time.

46. When is the anticipated go-live date?

The base period of performance begins July 1, 2026.

47. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Offerors shall submit pricing in accordance with the solicitation’s price schedule. Alternate pricing structures will not be considered nor evaluated.

48. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

The Government will not provide a subjective assessment of the current or recent vendor. Offerors shall prepare quotes based on the requirements stated in the solicitation.

49. The solicitation states that questions were due on May 20, 2026; however, the solicitation issue date is June 2, 2026. Please confirm the correct deadline for submission of questions.

Questions regarding the procurement were due June 5, 2026 at 2:00 PM Eastern Time.

50. The Performance Work Statement states that the contractor shall answer after-hours calls from a call center office utilizing VA-provided laptops, VPN access, and softphones. Please confirm that performance may be performed remotely from the contractor’s call center facility and that contractor personnel are not required to perform services onsite at the Richard L. Roudebush VA Medical Center.

The PWS states that the contractor shall answer after hours calls for RLR from a call center office and connect calls to RLR. The solicitation does not require routine onsite performance at RLR. However, training will be provided by RLR at the RLR location for processing calls and on call information up to four occurrences per year, and the contractor is responsible for all travel expenses associated with employee training.

51. Can the Government provide historical call volume data by hour of day, average call duration, and peak call periods to assist offerors in developing an accurate staffing and pricing model?

The PWS identifies an estimated call volume of 300 calls per day. Additional historical call volume data by hour of day, average call duration, and peak call periods cannot be provided.

52. We would like to know if this is a brand new contract OR if there is (was) an incumbent performing these services. If not brand new, could you please provide the current / previous contract number?

This is not a new requirement. Offerors may review Contract No. 36C25022C0040 on SAM.gov for publicly available incumbent contract information.

53. Will the Government provide the incumbent contractor name, current staffing levels, and historical call volumes to assist offerors in preparing accurate quotations?

Offerors may review Contract No. 36C25022C0040 on SAM.gov for publicly available incumbent contract information. Current staffing levels and additional historical call volume data cannot be provided. Offerors shall prepare quotations based on the requirements stated in the solicitation.

54. The Service Contract Act wage determination cited is WD 2015-4287, Rev. 34, which lists Fredericksburg County and Spotsylvania County (Virginia), while the State column reads "IN" and the place of performance is Indianapolis (Marion County, IN). Please confirm the correct wage determination and locality for Indianapolis, as it directly affects labor pricing.

The correct wage determination is WD 2015 4787 for Marion County, Indiana. The solicitation will be amended accordingly, as applicable.

55. The base period is described as "July 1, 2026 through September 30, 2026," but the CLIN also states "Base POP Begin: 07-01-2026, POP End: 10-31-2026." Which base period end date is correct?

The correct base period is July 1, 2026 through October 31, 2026. The solicitation will be amended accordingly, as applicable.

56. The Option 3 dates appear reversed ("POP Begin: 10-31-2028, POP End: 11-01-2029"). Please confirm the intended Option 3 period of performance.

The correct Option 3 period of performance is November 1, 2028 through October 31, 2029. The solicitation will be amended accordingly, as applicable.

57. The pre-solicitation notice referenced three one-year options, while the price schedule lists four one-year options. Please confirm the correct number of option years to be priced and evaluated.

There will be four one-year options. Offerors shall price the base period and all option periods identified in the solicitation price schedule.

58. The price schedule does not specify a Quantity or Unit. For this "service subscription plan," what pricing unit does the Government expect (e.g., flat monthly amount, annual amount, or per-call/per-minute), and what quantity should offerors enter for the abbreviated base period?

The price schedule identifies the unit as months. Offerors shall submit pricing in accordance with the solicitation price schedule.

59. The PWS estimates 300 calls per day. Is that figure for the full calendar day, or only for the after-hours covered window (4:30 p.m.–7:30 a.m. weekdays plus 24-hour weekends and federal holidays)?

The estimated 300 calls per day are specific to the after-hours covered window.

60. What are the average and peak numbers of concurrent calls during covered hours, and the average call handle time? This is needed to staff appropriately to meet the 30-second live-answer standard.

Average and peak numbers of concurrent calls are no. The QASP identifies average handle time of 5 minutes as a performance measure. Offerors are responsible for proposing an approach sufficient to meet the PWS and QASP requirements, including answering calls within 30 seconds by a live person.

61. The PWS states VA will provide up to three laptops for VPN access but also requires a VPN account per agent. If meeting the call volume and 24-hour weekend coverage requires more than three concurrent agents, will VA provide additional laptops and VPN accounts, or is the requirement capped at three agents?

The solicitation states that RLR will provide up to three laptops for VPN access and that the contractor shall have access to the VA Network via a VPN account per agent. The contractor is responsible for providing sufficient staffing and resources to meet the PWS and QASP requirements.

62. Paging is performed through DiagNotes. Will VA provide DiagNotes licenses and access for contractor agents, or is the contractor responsible for procuring it?

VA will provide DiagNotes licenses and access for contractor agents.

63. The NACI background investigation is required for VPN and network access. Given the July 1, 2026 start, will agents be permitted to begin training and processing before adjudication completes, and what is VA's expected processing timeline? Is a phase-in period contemplated?

A phase-in period of 1 month for onboarding and training is expected to start upon contract award on July 1, 2026 and will be compensated.

64. Please confirm whether contractor agents perform entirely from the contractor's own call center via VPN, or whether any on-site presence at RLR is required beyond the up-to-four annual training occurrences.

Contractor agents are expected to perform call answering services from a call center office, as stated in the PWS. Routine onsite performance at RLR is not required. However, training will be provided by RLR at the RLR location for processing calls and on call information up to four occurrences per year.

65. The evaluation is a comparative analysis of price and past performance. How will the two factors be weighed relative to one another, and may a higher-rated past performance offset a higher price?

The solicitation identifies price and past performance as the evaluation factors and states that the procurement will be conducted as a comparative analysis using FAR Part 12. The solicitation does not provide a numerical or percentage weight for the factors. Award will be made in accordance with the evaluation criteria stated in the solicitation. The Contracting Officer will consider the quotations received, evaluate price and past performance, determine price reasonableness, and make the required responsibility determination prior to award. Negative past performance history, including CPARS information, may affect the award decision.

66. For past performance, how many references are requested, and what recency and relevance window applies? Will the Government consider the past performance of affiliates or similarly situated subcontractors?

The solicitation does not establish a required number of past performance references or a specific recency and relevance window. The Government may review any past performance references submitted by the offeror, as well as past performance information available in CPARS and other Government sources. Consideration of affiliate or subcontractor past performance is not separately stated in the solicitation. Past performance will be evaluated in accordance with the solicitation.

67. Is there an incumbent contractor for this requirement? If so, please provide the current contract number, contractor name, and value, and indicate whether this is a recompete or a new requirement.

This is not a new requirement. Offerors may review Contract No. 36C25022C0040 on SAM.gov for publicly available incumbent contract information, including contractor name and contract value.

68. Please confirm when the HIPAA Business Associate Agreement (BAA) must be executed — at award or prior to performance start.

The offeror must submit a completed HIPAA Business Associate Agreement with its response to the solicitation. The agreement will be executed at time of award by the awardee and the Government.

69. Will a site visit or pre-quote conference be held, and will all questions and answers be posted as a formal amendment on SAM.gov?

No site visit or pre-quote conference will be held. Questions and answers will be posted as a formal amendment on SAM.gov.

70. Is there an incumbent contractor currently performing these services? If so, will incumbent information and/or the current contract value be made available?

This is not a new requirement. Offerors may review Contract No. 36C25022C0040 on SAM.gov for publicly available incumbent contract information, including contractor name and contract value.

71. Will historical call volume data, staffing levels, and workload metrics be provided to assist offerors with pricing and staffing plans?

The PWS identifies an estimated call volume of 300 calls per day. Additional historical call volume data, staffing levels, and workload metrics cannot be provided. Offerors shall prepare pricing and staffing approaches based on the solicitation requirements.

72. Will contractor personnel be permitted to perform services remotely, or will work be required at a government or contractor-operated facility?

The PWS states that the contractor shall answer after hours calls for RLR from a call center office and connect calls to RLR. The solicitation does not require routine performance at a government facility. Training will be provided by RLR at the RLR location up to four occurrences per year.

73. Will the Government provide the telephone platform, software, and systems access, or will the contractor be responsible for providing all telecommunications infrastructure?

The solicitation states that the contractor will use VA provided tools to access the VA voice network. RLR will provide up to three laptops for VPN access, a softphone, ACD accounts, and call statistics. The contractor is responsible for computer peripherals, such as USB headsets, monitors, keyboards, and docking stations, and for providing an internet connection that supports voice quality on the network.

74. Are there any anticipated security, HIPAA, privacy, or other compliance requirements for personnel performing these services?

Yes. The solicitation includes VA privacy and information security requirements, HIPAA related requirements, Rules of Behavior, VA specific training, background investigation requirements, and incident reporting requirements. Contractor personnel requiring access to VA information or VA information systems must comply with the applicable requirements stated in the solicitation.

75. What evaluation factors are expected to be used in the solicitation (e.g., technical approach, past performance, price, or a combination thereof)?

The solicitation identifies price and past performance as the evaluation factors. The procurement will be conducted as a comparative analysis using FAR Part 12.

76. Will there be a transition period between contract award and performance start date?

A phase-in period of 1 month for onboarding and training is expected to start upon contract award on July 1, 2026 and will be compensated.

77. Are there any anticipated minimum staffing requirements or required labor categories that offerors should consider prior to solicitation release?

The solicitation does not establish minimum staffing levels or prescribe specific labor categories. Offerors are responsible for proposing sufficient staffing and labor resources to meet the PWS and QASP requirements. Offerors are also responsible for complying with the applicable Service Contract Labor Standards wage determination.

78. I am trying to edit the document but it is locked. Has the Notice ID 36C25026Q0418 closed? please advise

Notice ID 36C25026Q0418 has not closed. The solicitation closes on June 15, 2026 at 9:00 AM Eastern Time.

If the downloaded solicitation document appears locked for editing, the offeror may complete the required price schedule by printing or saving the document as a PDF and entering the required pricing information. The submitted quote must clearly identify the unit price and total amount for each applicable line item and must include all documents required by the solicitation.

79. Could you please provide a detailed Scope of Work for the campaign?

The solicitation includes the Performance Work Statement at Section B.5. Offerors shall review the PWS in its entirety and prepare quotations based on the requirements stated in the solicitation.

80. What types of calls will agents be handling after hours?

The PWS identifies after hours operator call answering services, including directory assistance, paging services and locator information, on call information, general hospital information, message center services, patient information if necessary, and related call connection services for RLR.

81. Will the agents be responsible for message taking only, or will they also be required to transfer calls, dispatch on call personnel, or escalate emergencies?

The requirement is not limited to message taking only. The PWS includes message center services, paging services and locator information, on call information, calling RLR and IU staff pagers through DiagNotes, and connecting calls to RLR. Offerors shall follow the PWS and RLR provided procedures.

82. What are the most common call scenarios and call categories?

The solicitation identifies the required service categories, including directory assistance, paging services, locator information, on-call information, general hospital information, message center services, and patient information if necessary.

83. Could you please share the estimated call volume per day, week, and month?

The PWS identifies an estimated call volume of 300 calls per day. Estimated weekly and monthly call volume data cannot be provided.

84. What is the expected average handle time?

The QASP identifies an average handle time of 5 minutes.

85. Are there any seasonal fluctuations or peak periods we should anticipate?

Seasonal fluctuation and peak period data cannot be provided. Offerors shall prepare quotations based on the solicitation requirements.

86. What are the exact operating hours and days of coverage required?

After hours call center services shall be provided from 4:30 PM to 7:30 AM Monday through Friday, with 24-hour coverage on Saturday, Sunday, and federal holidays. Services are also required during emergency times, such as when RLR phone lines are down, and twice a month for one hour to accommodate staff meetings.

87. Is coverage required during weekends and federal holidays?

Yes. The PWS requires 24-hour coverage on Saturday, Sunday, and federal holidays.

88. What staffing model do you expect us to provide?

The solicitation does not prescribe a specific staffing model. The contractor is responsible for providing sufficient staffing and resources to meet the PWS and QASP requirements.

89. Is there a minimum staffing requirement per shift?

A minimum staffing requirement per shift cannot be provided. The contractor is responsible for staffing the requirement in a manner that meets the PWS and QASP requirements.

90. Are there any surge staffing requirements during emergencies or high-volume periods?

A separate surge staffing requirement cannot be provided. The PWS requires coverage during emergency times, such as when RLR phone lines are down, and the contractor remains responsible for meeting the PWS and QASP requirements.

91. Could you please provide the call flow and escalation matrix?

The PWS states that the contractor shall follow procedures established by the RLR Operator, use an RLR approved script, and use the daily contact call list provided by RLR. A separate call flow and escalation matrix will not be provided.

92. What are the required procedures for urgent, emergency, and life safety calls?

The contractor shall follow the PWS, the RLR approved script, the daily contact call list, and procedures established by the RLR Operator. Separate urgent, emergency, and life safety procedures will not be provided.

93. Are there specific response times for escalations?

A specific escalation response time will not be provided. The QASP and PWS identify applicable performance measures, including answering calls within 30 seconds by a live person, abandonment rate of less than 5 percent, and average handle time of 5 minutes.

94. Who are the on-call contacts and how are they updated?

The PWS states that RLR will provide a daily contact call list and that on call information may include changes in coverage made in the evening and night hours.

95. What happens if an on-call contact cannot be reached?

The contractor shall follow the RLR approved script, the daily contact call list, and procedures established by the RLR Operator.

96. Which phone system or platform will be used?

The PWS states that the contractor will use VA provided tools to access the VA voice network. RLR will provide a softphone, ACD accounts, call statistics, and DiagNotes for paging functions.

97. Will the VA provide the telephony platform, or is the vendor expected to provide it?

The PWS states that the contractor will use VA provided tools to access the VA voice network. RLR will provide up to three laptops for VPN access, a softphone, ACD accounts, and call statistics. The contractor is responsible for computer peripherals and for providing an internet connection that supports voice quality on the network.

98. Will agents access a ticketing system, CRM, or call management platform?

The solicitation does not identify a separate ticketing system or CRM. The PWS states that RLR will provide a softphone, ACD accounts, call statistics, and DiagNotes for paging functions. The contractor will use RLR software to compile reports monthly and as requested by the medical center.

99. Are call recordings required?

The PWS includes message center services to include software recording.

100. What reporting tools and dashboards will be available?

The PWS states that RLR will provide call statistics and that the contractor will use RLR software to compile reports monthly and as requested by the medical center. Specific dashboard access is Not verified in source.

101. Are agents required to handle Protected Health Information?

Yes. The PWS states that the contractor shall provide patient information if necessary and follow HIPAA compliance. The Business Associate Agreement also addresses PHI related to the after hours call center services.

102. What HIPAA compliance requirements apply to this campaign?

The contractor shall comply with the HIPAA, privacy, security, Business Associate Agreement, VA information security, training, Rules of Behavior, and incident reporting requirements stated in the solicitation.

103. What are the data storage and data protection requirements?

The contractor shall comply with the VA information security, privacy, and Business Associate Agreement requirements stated in the solicitation, including restrictions on use and disclosure of VA information and PHI, protection of VA sensitive information, encryption requirements, and return or destruction of PHI and VA data upon completion or termination as applicable.

104. Are there any audit requirements that vendors must support?

Yes. The solicitation states that VA reserves the right to conduct scheduled or unscheduled audits, assessments, or investigations of contractor IT resources to ensure information security compliance with Federal and VA requirements.

105. Could you please share the training agenda and duration?

The PWS states that training and written procedures will be required and that training will be provided by RLR at the RLR location for processing calls and on call information up to four occurrences per year. A specific training agenda will be provided to awardee.

106. Will training be provided by the VA or by the vendor?

Training for processing calls and on call information will be provided by RLR at the RLR location up to four occurrences per year. The contractor is responsible for all employee travel expenses associated with training.

107. Is certification required before agents can go live?

The solicitation requires applicable VA privacy and information security training, Rules of Behavior, and background investigation requirements before access to VA information and VA information systems is provided.

108. Are refresher trainings required?

Yes. The solicitation requires VA Privacy and Information Security Awareness and Rules of Behavior training initially and annually thereafter for contractors and subcontractors requiring access to VA information and VA information systems. Additional training may also be required at the request and provision of VA.

109. Will there be a nesting period before full production?

A phase-in period of 1 month for onboarding and training is expected to start upon contract award on July 1, 2026 and will be compensated.

110. What KPIs will be used to evaluate performance?

Performance will be monitored in accordance with the PWS and QASP. The identified measures include average speed to answer within 30 seconds, abandonment rate of less than 5 percent, and average handle time of 5 minutes.

111. What service level target is required?

The PWS and QASP require calls to be answered within 30 seconds by a live person. The QASP also identifies an abandonment rate of less than 5 percent and an average handle time of 5 minutes.

112. What is the required answer speed?

The required answer speed is within 30 seconds by a live person.

113. What is the maximum abandonment rate allowed?

The QASP identifies an abandonment rate of less than 5 percent.

114. Are quality monitoring scorecards available?

Performance will be monitored in accordance with the PWS and QASP.

115. What quality score target is expected?

Performance will be monitored in accordance with the PWS and QASP.

116. Are there any financial penalties associated with KPI failures?

The contractor remains subject to the terms and conditions of the contract.

117. What reports are required, daily, weekly, monthly?

The PWS requires the contractor to use RLR software to compile reports monthly and as requested by the medical center.

118. What metrics should be included in operational reports?

The contractor shall use RLR software to compile reports monthly and as requested by the medical center. Performance measures include average speed to answer, abandonment rate, and average handle time.

119. Are there specific government reporting templates that must be used?

No, there are no specific government reporting templates that must be used.

120. Will realtime reporting access be provided?

The PWS states that RLR will provide call statistics and that the contractor will use RLR software to compile reports monthly and as requested.

121. What are the required staffing qualifications?

The solicitation requires compliance with applicable VA training, privacy, security, Rules of Behavior, HIPAA, and background investigation requirements.

122. Is prior healthcare or government experience mandatory?

No, prior healthcare or government experience is not mandatory, but is preferred.

123. Are bilingual agents required?

No. Contractors must be able to read, understand, write, and speak English fluently.

124. Is an Operations Manager or Team Lead required on every shift?

No, an Operations Manager or Team Lead is not required on every shift.

125. What are the escalation contacts on the client side?

The PWS states that RLR will provide a daily contact call list.

126. What is the anticipated go live date?

A phase-in period of 1 month for onboarding and training is expected to start upon contract award on July 1, 2026 and will be compensated.

127. Is there a ramp up period?

A phase-in period of 1 month for onboarding and training is expected to start upon contract award on July 1, 2026 and will be compensated. After the 1 month onboarding/training period, the contractor is expected to be responsible for all after hours calls in accordance with the PWS.

128. What are the invoicing and payment terms?

Invoices shall be submitted electronically through Tungsten. Services shall be billed monthly in arrears, and monthly invoices shall be submitted no later than the 20th business day of the following month for services rendered. Payment terms are Net 30, in arrears, in accordance with the applicable contract payment terms.

After Hours Call Center See attached document: 36C25026Q0418 - REVISED.