36C25919Q0175-000.docx

36C25919Q0175

FedBizOpps Combined Synopsis/Solicitation Notice

CLASSIFICATION CODE

SUBJECT

CONTRACTING OFFICE'S

ZIP-CODE

SOLICITATION NUMBER

RESPONSE DATE (MM-DD-YYYY)

ARCHIVE

DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS

SET-ASIDE

NAICS CODE

CONTRACTING OFFICE

ADDRESS

POINT OF CONTACT

(POC Information Automatically Filled from User Profile Unless Entered)

DESCRIPTION

See Attachment

AGENCY'S URL

URL DESCRIPTION

AGENCY CONTACT'S EMAIL

ADDRESS

EMAIL DESCRIPTION

ADDRESS

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

GENERAL INFORMATION

PLACE OF PERFORMANCE

* = Required Field FedBizOpps Combined Synopsis/Solicitation Notice Rev. March 2010 R Translation and Interpretation Services 80111 36C25919Q0175 03-07-2019 N 541930 Department of Veterans Affairs Network Contracting Office 19 Rocky Mountain Acquisition Center 6162 South Willow Drive, Suite 300 Greenwood Village CO 80111 Charlie Gritzmacher charles.gritzmacher@va.gov Department of Veterans Affairs Health Revenue Center (HRC) 3401 SW 21st Street Building No. 9 Topeka, KS 66604

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Combined Synopsis/Solicitation for Tele-interpreter Service Contract for Member Services

1. This is a combined synopsis/solicitation for commercial items and services prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.

2. Solicitation number 36C25919Q0175 is issued as a request for quote (RFQ).

3. This acquisition is set-aside for Service Disabled Veteran Owned Small Business (SDVOSB/VOSB). The North American Industry Classification System (NAICS) code is 541930 – Translation and Interpretation Services.

4. FAR Clauses 52.212-1, 52.212-2, 52.212-4 and 52.212-5 apply to this procurement. For the exact text and wording of clauses and provisions please see http://farsite.hill.af.mil. The Government contemplates an award of an unrestricted Firm Fixed Price (FFP) Lowest Priced Technically Acceptable (LPTA) contract resulting from this solicitation.

5. Description of services: In accordance with the Statement of Work (SOW) and price schedule, the Contractor shall price call-in service to assist employees with translating foreign languages into the English language during inbound and outbound telephone calls with customers for the Office of Member Services – Health Revenue Center located in Topeka, KS.

6. Period of Performance (POP): The POP shall be from the date of award for a 1 (one) 12 (twelve) month base-year period and four (4) twelve (12) month option year periods.

7. See Addendum to 52.212-1 Instructions to Offerors on the attached RFQ document for information on what to submit with your offer.

8. Offers are due March 7, 2019 @ 2:00 PM MST. All questions/inquiries must be submitted to the contract officer via electronic mail (e-mail) not later than February 22, 2019 @ 2:00 PM MST. Inquiries submitted via telephone calls will be re-directed to an e-mail submission.

9. Submit offers or any questions to the attention of Charlie Gritzmacher via email to: charles.gritzmacher@va.gov.

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

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. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

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

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

702-19-3-2461-0002 36C25919Q0175 02-14-2019 Charlie Gritzmacher

(303) 712-5780 03-07-2019

2 PM MST

36C259 Department of Veterans Affairs Network Contracting Office 19 Rocky Mountain Acquisition Center 6162 South Willow Drive, Suite 300 Greenwood Village CO 80111 x x Y 541930 $7.5 Million x Department of Veterans Affairs Office of Member Services - Health Reven 3401 SW 21st Street, Building No. 9 Topeka KS 66604 36C259 Department of Veterans Affairs Network Contracting Office 19 Rocky Mountain Acquisition Center 6162 South Willow Drive, Suite 300 Greenwood Village CO 80111

Electronic Payment Requests Submit Invoice at:

http://www.fsc.va.gov/einvoice.asp

Translation and Interpretation Services Period of Performance:

Base: 04-01-2019 to 03-31-2020 Option Year 1: 04-01-2020 to 03-31-2021 Option Year 2: 04-01-2021 to 03-31-2022 Option Year 3: 04-01-2022 to 03-31-2023 Option Year 4: 04-01-2023 to 03-31-2024

LOA#: 702-3690152-2461-862000-2580 SPG0A00A8

2237#: 702-19-3-2461-0002 x x Erica A Blake

VA-VHA-SAOW-2019-B0D0EABF

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 36C259 Erica A. Blake / erica.blake@va.gov

Contract Specialist 36C259 Charlie Gritzmacher / Charles.Gritzmacher@va.gov

Department of Veterans Affairs Network Contracting Office 19 Rocky Mountain Acquisition Center 6162 South Willow Drive, Suite 300 Greenwood Village CO 80111

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

3. INVOICES: Invoices shall be submitted in arrears:

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

Electronic Payment Requests

Submit Invoice at:

http://www.fsc.va.gov/einvoice.asp

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

36C25919Q0175

Table of Contents

B.2 PRICE/COST SCHEDULE

Translation and Interpretation Services

Base Year:

POP: 04-01-2019 to 03-31-2020

Translation and Interpretation Services

Option Year 1 POP: 04-01-2020 to 03-31-2021

Translation and Interpretation Services

Option Year 2:

POP: 04-01-2021 to 03-31-2022

Translation and Interpretation Services

Option Year 3:

POP: 04-01-2022 to 03-31-2023

Translation and Interpretation Services

Option Year 4:

POP: 04-01-2023 to 03-31-2024

GRAND TOTAL $

Base + 4 Option Years

B.3 STATMENT OF WORK

Department of Veterans Affairs (VA) Veteran’s Health Administration (VHA) Member Services Translation and Interpretation Services

PART 1 GENERAL

Interpretation services to translate all commonly spoken foreign languages into the English language.

1.1 SCOPE: Member Services (MS) contact centers require a call-in service to assist employees with translating foreign languages into the English language during inbound and outbound telephone calls with customers. Foreign languages in need of translation services and compliance requirements have been identified and further defined below.

The contractor shall provide foreign language translation services into English for the following languages: Afrikaans, Akan, Albanian, Amharic, Arabic, Armenian, Ashante, Assyrian, Azerbaijani, Azeri, Bajuni, Bambara, Basque, Behdini, Belorussian, Bengali, Berber, Bosnian, Bravanese, Bulgarian, Burmese, Cakchiquel, Cambodian, Cantonese, Catalan, Chaldean, Chamorro, Chao-chow, Chavacano ,Chin, Chuukese, Cree, Croatian, Czech, Dakota, Danish, Dari, Dinka, Diula, Dutch, Estonian, Ewe, Farsi, Fijian, Hindi, Finnish, Flemish, French, French, Canadian, Fukienese, Fula, Fulani, Fuzhou, Ga, Gaddang, Gaelic, Gaelic – Irish, Gaelic – Scottish, Georgian, German, Gorani, Greek, Gujarati, Haitian Creole, Hakka, Hakka – Chinese, Hassaniyya, Hausa, Hebrew, Hindi, Hmong, Hungarian, Ibanag, Ibo, Icelandic, Igbo, locano, Indonesian, Inuktitut, Italian, Jakartanese, Japanese, Javanese, Kanjobal, Karen, Kashmiri, Kikuyu, Kinyarwanda, Kirundi, Korean, Kosovan, Kotokoli, Kpelle, Krio, Kurdish, Kurmanji, Lakota, Laotian, Latvian, Lingala, Lithuanian, Luganda, Luo, Lusoga, Luxembourgeois, Maay, Macedonian, Malagasy, Malay, Malayalam, Malinke, Mandarin, Mandingo, Mandinka, Marathi, Marshallese, Mien, Mina, Mirpuri, Mixteco, Moldavan, Mongolian, Montenegrin, Navajo, Neapolitan, Nepali, Nigerian Pidgin, English, Norwegian, Nuer, Oromo, Pahari, Pampangan, Pashto, Patois, Pidgin English, Polish, Portuguese, Portuguese, Creole, Pothwari, Pulaar, Punjabi, Putian, Quichua, Romanian, Russian, Samoan, Sango, Serbian, Shanghainese, Shona, Sichuan, Sicilian, Sindhi, Sinhalese, Slovak, Slovenian, Somali, Soninke, Sorani, Spanish, Sudanese Arabic, Sundanese, Susu, Swahili, Swedish, Sylhetti, Tagalog, Taiwanese, Tamil, Telugu, Thai, Tibetan, Tigre, Tigrinya, Toishanese, Tongan, Toucouleur, Tshiluba, Turkish, Twi, Ukrainian, Urdu, Uyghur, Uzbek, Vietnamese, Visayan, Wenzhou, Wolof, Yiddish, Yoruba and Yupik.

1.2 LOCATION: Site of the requirement is all call center phone locations within VHA Member Services nationwide: Topeka, KS; Waco, TX; Hot Springs, SD; Atlanta, GA; and Canandaigua, NY.

1.3 PERIOD OF PERFORMANCE:

PART 2 REQUIREMENTS

2.1 SERVICE REQUIREMENTS

1. The contractor shall be compliant with HIPAA and VA privacy standards.

2. The contractor shall provide this service 24 hours per day, 7 days per week, and 365 days per year. Excluding the following federal holidays, unless emergency services are required for national disaster: New Year’s Day, Birthday Martin Luther King, Jr., Washington’s Birthday (President’s Day), Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas.

3. The contractor shall provide this telephone interpreter service for a minimum of 800 users within MS.

4. The contractor shall provide a toll-free telephone number line for the above stated users to access the Teleinterpreter services.

5. The final output of this work will be a service which allows MS Contact Representatives (CR), Social Service Representatives (SSR), and other frontline staff the ability to communicate with callers through telephonic language support representatives to resolve customer issues.

6. The contractor shall provide foreign language translation services into the English language for successful facilitation and communication of translated language from the MS employee to the caller and from the caller to the MS employee. Effectively translating both MS employee and their caller’s questions/answers.

7. The contractor shall not begin charging for per minute usage of services until the call has connected to the requested language translator.

8. Translation services will be charged at the same rate for all languages.

9. The contractor shall not stipulate a minimum charge amount requirement.

10. The contractor shall provide a monthly report to MS contracting personnel, to include the Contracting Officer Representative (COR), with usage rates and contact durations for each MS business line.

PART 3 SECURITY

3.1 The contractor shall ensure adequate LAN/Internet, data, information, and system security is in place and in accordance with VA standard operating procedures, standard contract language, conditions, laws, and regulations. The contractor’s firewall and web server shall meet or exceed the government minimum requirements for security. All government data shall be protected behind an approved firewall. Any security violations or attempted violations shall be reported to the VA project manager and VA Information Security Officer (ISO) as soon as possible. The contractor shall follow all applicable VA policies and procedures governing information security, especially those pertaining to certification accreditation.

No recording, copying, or transcriptions of these calls or their interpretation will be permitted with this contract, unless expressly approved in advance by MS Management.

No paper or electronic notes by individual interpreter may contain any Personally Identifiable Information (PII) or Personal Health Information (PHI) of the Veteran and/or caller. All paper interpreter notes will be removed from the individual interpreter’s work area no later than the end of each business day. All paper notes will be destroyed by shredding, and shall not be discarded with other office trash.

3.2 SECURITY TRAINING

All contractor employees and subcontractors under this contract or order are required to complete VA on-line training course, TMS 10176 - VA Privacy and Information Security Awareness and Rules of Behavior. Since Veteran medical information will be discussed on these calls, TMS 10203 - Privacy and HIPAA Training course is required as well. Both courses need to be completed prior to any contractor or subcontractor employee providing services, and annually thereafter. This training requirement may be fulfilled under additional privacy awareness training options, based on the prerogative of the Contracting Officer (CO), pending assigned VA duties of the contractor and subcontractor employees under this contract. Contractors must provide copies of the course certifications of completion for each employee on the contract to the CO and ISO, initially and during each year thereafter of the contract. This requirement is in addition to any other training that may be required of the contractor and subcontractor employees.

Contractor and subcontractor employees who have not completed the required VA training will not be permitted to provide services on this contract.

3.3 GOVERNMENT FURNISHED EQUIPMENT

Contractor supplied equipment, personal computers of all types, equipment with hard drives, etc. for contract services must meet all security requirements that apply to Government Furnished Equipment (GFE) and Government Owned Equipment (GOE) as identified in VA Policy. If non-VA owned equipment must be utilized, a waiver must be in place. See VA Handbook 6500 for waiver content and format requirements. Security Requirements include: 1) VA Approved Encryption Software must be installed on all laptops or mobile devices before placed into operation, 2) Bluetooth equipped devices are prohibited within the VA; therefore, Bluetooth must be permanently disabled or removed from any device, 3) Equipment must meet all sanitization requirements and procedures before being disposed of, 4) All remote systems (VAGFE and OE) must be equipped with, and use, VA Approved Antivirus Software and a personal (host-based or enclave based) firewall that is configured with VA Approved Configuration. The CO, COR, Project Manager, and the ISO must be notified to verify all security requirements have been met.

3.4 CONTRACTOR PERSONNEL SECURITY: All contractor and subcontractor employees requiring access to the Department of Veterans Affairs (VA) computer systems shall be the subject of a background investigation and must receive a favorable adjudication from the VA Security and Investigations Center (07C). If the security clearance investigation is not completed prior to the start date of the contract, the employee may work on the contract while the security clearance is being processed, but the contractor will be responsible for the actions of those individuals they assign to perform work for the VA.

1. Background Investigation: The position sensitivity for this effort has been designated as Low Risk and the level of background investigation is a National Agency Check with Written Inquiries.

2. Contractor Responsibilities: The Contractor shall:

a. Bear the expense of obtaining background investigations. If the investigation is conducted by the Office of Personnel Management (OPM) through the VA, the contractor shall reimburse the VA within 30 days.

b. Provide background investigations from investigating agencies other than OPM are permitted if the agencies possess an OPM and Defense Security Service Certification. The Vendor Cage Code number must be provided to the Security and Investigations Center (07C), which will verify the information and advise the CO whether access to the computer systems can be authorized.

c. The contractor shall prescreen all personnel requiring computer system access to ensure they maintain U.S. citizenship and are able to read, write, speak and understand the English language.

d. Provide (after contract award and prior to contract performance) the following information, using Attachment B, to the CO:

(1) List of names of contractor personnel.

(2) Social Security Number of contractor personnel.

(3) Home address of contractor personnel or the contractor's address.

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

f. Failure to comply with the contractor personnel security requirements may result in termination of the contract for default.

g. Further, the contractor shall be responsible for the actions of all individuals provided to work for the VA under this contract. If damages arise from work performed by contractor provided personnel, under the auspices of this contract, the contractor shall be responsible for all resources necessary to remedy the incident.

3. Government Responsibilities:

1. a. The VA Security and Investigations Center (07C) will provide the necessary forms to the contractor or to the contractor's employees after receiving a list of names and addresses.

1. b. Upon receipt, the VA Security and Investigations Center (07C) will review the completed forms for accuracy and forward the forms to OPM to conduct the background investigation.

1. c. The VA facility will pay for investigations conducted by the OPM in advance. In these instances, the contractor will reimburse the VA facility within 30 days.

d. The VA Security and Investigations Center (07C) will notify the CO and contractor after adjudicating the results of the background investigations received from OPM.

e. The COR will ensure that the contractor provides evidence that investigations have been completed or are in the process of being completed.

4.0 ELECTRONIC AND INFORMATION TECHNOLOGY STANDARDS - INTERNET / INTRANET USAGE: The contractor shall comply with Department of Veterans Affairs (VA) Directive 6102 and VA Handbook 6102 (Internet/Intranet Services).

VA Directive 6102 sets forth policies and responsibilities for the planning, design, maintenance, support, and any other functions related to the administration of a VA Internet/Intranet Service Site or related service (hereinafter referred to as Internet). This directive applies to all organizational elements within the Department. This policy applies to all individuals designing and/or maintaining VA Internet Service Sites to include, but not limited to, full time and part time employees, contractors, interns, and volunteers. This policy applies to all VA Internet/Intranet domains and servers utilizing VA resources. This includes, but is not limited to, va.gov domains and other extensions such as, “.com, .edu, .mil, .net, .org,” and personal Internet service pages managed from individual workstations.

VA Handbook 6102 establishes Department-wide procedures for managing, maintaining, establishing, and presenting VA Internet/Intranet Service Sites or related services (hereafter referred to as “Internet”). The handbook implements the policies contained in VA Directive 6102, Internet/Intranet Services. This includes, but is not limited to, File Transfer Protocol (FTP), Hypertext Markup Language (HTML), Simple Mail Transfer Protocol (SMTP), Web pages, Active Server Pages (ASP), e-mail forums, and list servers.

VA Directive 6102 and VA Handbook 6102 are available at:

Internet/Intranet Services Directive 6102 Department of Veterans Affairs Directives VA Publications Internet/Intranet Services Handbook 6102 Department of Veterans Affairs Directives VA Publications Internet/Intranet Services Handbook 6102 Change 1 – updates VA's cookie use policy, Section 508 guidelines, guidance on posting of Hot Topics, approved warning notices, and minor editorial errors.

Department of Veterans Affairs Directives VA Publications In addition, any technologies that enable a Network Delivered Application (NDA) to access or modify resources of the local machine that are outside of the browser's” and box" are strictly prohibited. Specifically, this prohibition includes signed-applets or any ActiveX controls delivered through browser sessions. ActiveX is expressly forbidden within the VA, while .NET is only allowed when a waiver has been granted by the VA CIO PRIOR to use.

JavaScript is the preferred language standard for developing relatively simple interactions (e.g., forms validation, interactive menus, etc.) and Applets (J2SE APIs and Java Language) for complex network delivered applications.

5.0 CONFIDENTIALITY AND NONDISCLOSURE: It is agreed:

1. The preliminary and final deliverables and all associated working papers, application source code, and other material deemed relevant by the VA which has been generated by the contractor in the performance of this task order are the exclusive property of the U.S. Government and shall be submitted to the CO after the task order.

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

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

6.0 VAAR – 852.273-75 SECURITY REQUIREMENTS FOR UNCLASSIFIED INFORMATION TECHNOLOGY RESOURCES (INTERIM – OCT 2008)

1. The contractor and their personnel shall be subject to the same Federal laws, regulations, standards, and VA policies as VA personnel regarding information and information systems security. These include, but are not limited to, Federal Information Security Management Act (FISMA), Appendix III of OBM Circular A-130, and guidance standards available from the Department of Commerce’s National Institute of Standards and Technology (NIST). This also includes the use of common security configurations available from NIST’s Web site at: http://checklists.nist.gov.

2. To ensure that appropriate security controls are in place, contractors must follow the procedures set forth in “VA Information and Information System Security/Privacy Requirements for IT Contracts” located at the following Web site: http://www.iprm.oit.va.gov.

3. These provisions shall apply to all contracts in which VA sensitive information is stored, generated, transmitted, or exchanged by VA, a contractor, subcontractor or a third-party, or on behalf of any of these entities regardless of format or whether it resides on a VA system or contractor/subcontractor’s electronic information system(s) operating for or on behalf of VA.

4. Clauses 4.0, 1 and 2, shall apply to current and future contracts and acquisition vehicles including, but not limited to, job orders, task orders, letter contracts, purchase orders, and modifications. Contracts do not include grants and cooperative agreements covered by 31 U.S.C. §6301 et seq.

Quality Assurance Surveillance Plan (QASP)

Department of Veterans Affairs (VA) Veteran’s Health Administration (VHA) Member Services Translation and Interpretation Services

Contract No: TBD

Contract Description: The objective of this Contract is to establish a Contract with a Contractor to support and leverage Health Insurance Portability and Accountability (HIPPA) mandated transactions by increasing connectivity and decreasing paper processing for Revenue Transaction Processing.

Contractor’s name: TBD (Hereafter Referred to as Contractor).

1. PURPOSE: Each Contractor is required to submit a QASP thirty (30) calendar days after the Contract award date that outlines how the Contractor plans to provide continued uninterrupted quality of service. This QASP provides a systematic method to evaluate performance for the stated Contract and explains the following:

a. What shall be monitored?

b. How monitoring shall take place?

c. Who shall conduct the monitoring?

d. How monitoring efforts and results shall be documented?

This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the Contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP is a “living document” and the Government shall review and revise it on a regular basis. However, the Government shall coordinate changes with the Contractor. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES: The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO): The CO shall ensure performance of all necessary actions for effective Contracting, ensure compliance with the Contract terms, and shall safeguard the interests of the United States (U.S) in the Contractual relationship. The CO shall also assure that the Contractor receives impartial, fair, and equitable treatment under this Contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned CO: Erica A Blake

Assigned CS: Charlie Gritzmacher

b. Contracting Officer’s Technical Representative (COR): The COR is responsible for technical administration of the Contract and shall assure proper Government surveillance of the Contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any Contractual commitments or to authorize any Contractual changes on the Government’s behalf.

Assigned COR: Laura Crooks

c. Other Key Government Personnel: Upon award, Government shall enter name, if applicable and shall include Performance Monitors, Clinical Quality experts, etc. who act on behalf of the COR to monitor performance.

3. CONTRACTOR REPRESENTATIVES: The following employees of the Contractor serve as the Contractor’s PM for this Contract.

Assigned PM: TBD

4. PERFORMANCE STANDARDS: Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix below includes performance standards. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the Acceptable Quality Level (AQL).

Performance Standards:

Each task shall be priced independently and billed according to described tiers and within the described standard.

Review and acceptance by the Government

Deliverables provided IAW the Government approved standard/frequency standard.

Documentation shall be comprehensive, accurate, and written in a format and text that is understandable to a wide range of users.

Each sub-task shall increase connectivity and decrease of paper processing for Revenue Transaction Processing and completed within the described standard.

Review and acceptance by the Government

Deliverables provided IAW the Government approved standard/frequency standard.

Documentation shall be comprehensive, accurate, and written in a format and text that is understandable to a wide range of users and within the described monthly accuracy standard.

Non-Priced Deliverables Specific to this Contract: The below performance metrics are associated with this deliverable:

Provide Monthly Report consisting of usage rates, contact durations, language translations

PWS 2.1.10

Ninety eight percent (98%) monthly accuracy

The Contractor shall provide a Monthly Status Report

Electronically in Microsoft 2007 or higher

COR

e-Business Project Team

LAN/Internet, Data Information, & System Security

PWS 3.1

One hundred percent (100%) monthly accuracy

The Contractor shall provide a Monthly Status Report

Electronically in Microsoft 2007 or higher

COR

Security Training

TMS 10176, Rules of Behavior, TMS 10203, HIPPA Training

PWS 3.2

One hundred percent (100%) monthly accuracy

The Contractor shall provide a Monthly Status Report

Electronically in Microsoft 2007 or higher

COR

Background Investigation IAW Section 508 Standards

PWS 3.4

One hundred percent (100%) monthly accuracy

The Contractor shall provide a Monthly Status Report

Electronically in Microsoft 2007 or higher

COR

5. METHODS OF QA SURVEILLANCE: Various methods exist to monitor performance. The COR and PO shall use the surveillance methods listed below in the administration of this QASP for the above deliverables.

a. Direct Observation: Can be performed periodically or through 100% surveillance.

b. Periodic Inspection: Evaluates outcomes on a periodic basis. Inspections shall be scheduled daily, weekly, monthly, quarterly, annually or unscheduled, as required based in part of results of Quality Assurance (QA) surveillance results.

c. User Survey: Combines elements of validated user complaints and random sampling. Random surveys shall be conducted to solicit user satisfaction, generate inspections, and sampling.

d. Validated User/Customer Complaints: The COR and PO shall identify deficiencies, investigate and validate complaints.

e. Periodic Sampling: This is a variation of random sampling. A sample is only taken when a problem/deficiency is suspected. Sample results are applicable only for the specific work inspected. Sampling is not entirely random and cannot be applied to total activity performance.

f. Random Sampling: Designed to evaluate performance by randomly selecting and inspecting a sample of uploads.

g. Progress or Status Meetings: Held with the Contractor to elicit and provide feedback.

h. Analysis of Contractor’s Monthly Progress Reports: Submitted electronically to the COR and PO.

6. RATINGS: Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be utilized:

a. Positive Outcome: Performance meets or exceeds standards.

b. Neutral outcome: Performance meets or exceeds standards and/or shall not meet performance standards, but shall be within three percent (3%) of the performance target for the non-highest priority standard for no more than two (2) consecutive months for no more than two (2) standards.

c. Negative outcomes: Performance does not meet standards and/or shall not meet performance standards.

7. DOCUMENTING PERFORMANCE:

a. Acceptable Performance: The Government shall document positive performance. Any report shall become a part of the supporting documentation for any Contractual action.

b. Unacceptable Performance: When unacceptable performance occurs, a written notice shall be issued to the Contractor, outlining the performance measure(s) that is not met. The Contractor shall provide a written corrective action plan to the COR within ten (10) business days. The COR shall document the discussion and place it in the COR file.

The COR shall prepare a Contract Discrepancy Report (CDR), and present it to the Contractor's PM. The Contractor shall acknowledge receipt of the CDR in writing. The CDR shall specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR shall state how long after receipt the Contractor must present this corrective action plan to the COR. The Government shall review the Contractor's corrective action plan to determine acceptability.

All CDR’s shall become a part of the supporting documentation for any Contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT: During Contract performance, the COR shall periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Various methods cited in para 5 shall be utilized.

9. FREQUENCY OF PERFORMANCE ASSESSMENT MEETINGS: The COR shall meet with the Contractor annually to assess performance and shall provide a written assessment. Feedback shall be provided quarterly.

After award, both the Contractor’s PM and the COR shall sign this document

Signature – Contractor Program Manager

Signature – Contracting Officer’s Representative

SECTION C - CONTRACT CLAUSES

C.1 52.203-3 GRATUITIES (APR 1984)

(a) The right of the Contractor to proceed may be terminated by written notice if, after notice and hearing, the agency head or a designee determines that the Contractor, its agent, or another representative—

(1) Offered or gave a gratuity (e.g., an entertainment or gift) to an officer, official, or employee of the Government; and

(2) Intended, by the gratuity, to obtain a contract or favorable treatment under a contract.

(b) The facts supporting this determination may be reviewed by any court having lawful jurisdiction.

(c) If this contract is terminated under paragraph (a) above, the Government is entitled—

(1) To pursue the same remedies as in a breach of the contract; and

(2) In addition to any other damages provided by law, to exemplary damages of not less than 3 nor more than 10 times the cost incurred by the Contractor in giving gratuities to the person concerned, as determined by the agency head or a designee. (This subparagraph (c)(2) is applicable only if this contract uses money appropriated to the Department of Defense.)

(d) The rights and remedies of the Government provided in this clause shall not be exclusive and are in addition to any other rights and remedies provided by law or under this contract.

(End of Clause) C.2 52.203-11 CERTIFICATION AND DISCLOSURE REGARDING PAYMENTS TO INFLUENCE CERTAIN FEDERAL TRANSACTIONS (SEPT 2007)

(a) Definitions. As used in this provision—"Lobbying contact" has the meaning provided at 2 U.S.C. 1602(8). The terms "agency," "influencing or attempting to influence," "officer or employee of an agency," "person," "reasonable compensation," and "regularly employed" are defined in the FAR clause of this solicitation entitled "Limitation on Payments to Influence Certain Federal Transactions" (52.203-12).

(b) Prohibition. The prohibition and exceptions contained in the FAR clause of this solicitation entitled "Limitation on Payments to Influence Certain Federal Transactions" (52.203-12) are hereby incorporated by reference in this provision.

(c) Certification. The offeror, by signing its offer, hereby certifies to the best of its knowledge and belief that no Federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress on its behalf in connection with the awarding of this contract.

(d) Disclosure. If any registrants under the Lobbying Disclosure Act of 1995 have made a lobbying contact on behalf of the offeror with respect to this contract, the offeror shall complete and submit, with its offer, OMB Standard Form LLL, Disclosure of Lobbying Activities, to provide the name of the registrants. The offeror need not report regularly employed officers or employees of the offeror to whom payments of reasonable compensation were made.

(e) Penalty. Submission of this certification and disclosure is a prerequisite for making or entering into this contract imposed by 31 U.S.C. 1352. Any person who makes an expenditure prohibited under this provision or who fails to file or amend the disclosure required to be filed or amended by this provision, shall be subject to a civil penalty of not less than $10,000, and not more than $100,000, for each such failure.

(End of Provision) C.3 52.203-12 LIMITATION ON PAYMENTS TO INFLUENCE CERTAIN FEDERAL TRANSACTIONS (OCT 2010)

(a) Definitions. As used in this clause— "Agency" means executive agency as defined in Federal Acquisition Regulation (FAR) 2.101.

"Covered Federal action" means any of the following actions:

(1) Awarding any Federal contract.

(2) Making any Federal grant.

(3) Making any Federal loan.

(4) Entering into any cooperative agreement.

(5) Extending, continuing, renewing, amending, or modifying any Federal contract, grant, loan, or cooperative agreement.

"Indian tribe" and "tribal organization" have the meaning provided in section 4 of the Indian Self-Determination and Education Assistance Act (25 U.S.C. 450b) and include Alaskan Natives.

"Influencing or attempting to influence" means making, with the intent to influence, any communication to or appearance before an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with any covered Federal action.

"Local government" means a unit of government in a State and, if chartered, established, or otherwise recognized by a State for the performance of a governmental duty, including a local public authority, a special district, an intrastate district, a council of governments, a sponsor group representative organization, and any other instrumentality of a local government.

"Officer or employee of an agency" includes the following individuals who are employed by an agency:

(1) An individual who is appointed to a position in the Government under Title 5, United States Code, including a position under a temporary appointment.

(2) A member of the uniformed services, as defined in subsection 101(3), Title 37, United States Code.

(3) A special Government employee, as defined in section 202, Title 18, United States Code.

(4) An individual who is a member of a Federal advisory committee, as defined by the Federal Advisory Committee Act, Title 5, United States Code, appendix 2.

"Person" means an individual, corporation, company, association, authority, firm, partnership, society, State, and local government, regardless of whether such entity is operated for profit, or not for profit. This term excludes an Indian tribe, tribal organization, or any other Indian organization eligible to receive Federal contracts, grants, cooperative agreements, or loans from an agency, but only with respect to expenditures by such tribe or organization that are made for purposes specified in paragraph (b) of this clause and are permitted by other Federal law.

"Reasonable compensation" means, with respect to a regularly employed officer or employee of any person, compensation that is consistent with the normal compensation for such officer or employee for work that is not furnished to, not funded by, or not furnished in cooperation with the Federal Government.

"Reasonable payment" means, with respect to professional and other technical services, a payment in an amount that is consistent with the amount normally paid for such services in the private sector.

"Recipient" includes the Contractor and all subcontractors. This term excludes an Indian tribe, tribal organization, or any other Indian organization eligible to receive Federal contracts, grants, cooperative agreements, or loans from an agency, but only with respect to expenditures by such tribe or organization that are made for purposes specified in paragraph (b) of this clause and are permitted by other Federal law.

"Regularly employed" means, with respect to an officer or employee of a person requesting or receiving a Federal contract, an officer or employee who is employed by such person for at least 130 working days within 1 year immediately preceding the date of the submission that initiates agency consideration of such person for receipt of such contract. An officer or employee who is employed by such person for less than 130 working days within 1 year immediately preceding the date of the submission that initiates agency consideration of such person shall be considered to be regularly employed as soon as he or she is employed by such person for 130 working days.

"State" means a State of the United States, the District of Columbia, or an outlying area of the United States, an agency or instrumentality of a State, and multi-State, regional, or interstate entity having governmental duties and powers.

(b) Prohibition. 31 U.S.C. 1352 prohibits a recipient of a Federal contract, grant, loan, or cooperative agreement from using appropriated funds to pay any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with any covered Federal actions. In accordance with 31 U.S.C. 1352, the Contractor shall not use appropriated funds to pay any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with the award of this contractor the extension, continuation, renewal, amendment, or modification of this contract.

(1) The term appropriated funds does not include profit or fee from a covered Federal action.

(2) To the extent the Contractor can demonstrate that the Contractor has sufficient monies, other than Federal appropriated funds, the Government will assume that these other monies were spent for any influencing activities that would be unallowable if paid for with Federal appropriated funds.

(c) Exceptions. The prohibition in paragraph (b) of this clause does not apply under the following conditions:

(1) Agency and legislative liaison by Contractor employees.

(i) Payment of reasonable compensation made to an officer or employee of the Contractor if the payment is for agency and legislative liaison activities not directly related to this contract. For purposes of this paragraph, providing any information specifically requested by an agency or Congress is permitted at any time.

(ii) Participating with an agency in discussions that are not related to a specific solicitation for any covered Federal action, but that concern—

(A) The qualities and characteristics (including individual demonstrations) of the person's products or services, conditions or terms of sale, and service capabilities; or

(B) The application or adaptation of the person's products or services for an agency's use.

(iii) Providing prior to formal solicitation of any covered Federal action any information not specifically requested but necessary for an agency to make an informed decision about initiation of a covered Federal action;

(iv) Participating in technical discussions regarding the preparation of an unsolicited proposal prior to its official submission; and

(v) Making capability presentations prior to formal solicitation of any covered Federal action by persons seeking awards from an agency pursuant to the provisions of the Small Business Act, as amended by Pub.L. 95-507, and subsequent amendments.

(2) Professional and technical services.

(i) A payment of reasonable compensation made to an officer or employee of a person requesting or receiving a covered Federal action or an extension, continuation, renewal, amendment, or modification of a covered Federal action, if payment is for professional or technical services rendered directly in the preparation, submission, or negotiation of any bid, proposal, or application for that Federal action or for meeting requirements imposed by or pursuant to law as a condition for receiving that Federal action.

(ii) Any reasonable payment to a person, other than an officer or employee of a person requesting or receiving a covered Federal action or an extension, continuation, renewal, amendment, or modification of a covered Federal action if the payment is for professional or technical services rendered directly in the preparation, submission, or negotiation of any bid, proposal, or application for that Federal action or for meeting requirements imposed by or pursuant to law as a condition for receiving that Federal action. Persons other than officers or employees of a person requesting or receiving a covered Federal action include consultants and trade associations.

(iii) As used in paragraph (c)(2) of this clause, "professional and technical services" are limited to advice and analysis directly applying any professional or technical discipline (for examples, see FAR…