Final - Attachment 1 - Performance Work Statement Edit 9.20.2023.docx

PERFORMANCE WORK STATEMENT (PWS)

VHA Readjustment Counseling Service (10RCS)

VET CENTER CALL CENTER OPERATIONS SUPPORT SERVICES

1. INTRODUCTION

The Vet Center Call Center (VCCC), which is a 24-hour, 7-days-a-week 365-days-a-year confidential support line for eligible individuals and their families to call and talk about their military experience and transition home. Those seeking assistance can contact the Vet Center Call Center at 1-877-WAR-VETS or 1-877-927-8387. In addition to readjustment support, callers are provided relevant information about available services and a direct referral to the nearest Vet Center as requested. Staffed by Veterans and family members of Veterans, the VCCC also has the capacity to seamlessly transfer callers to the VA Veterans Crisis Line (VCL) as indicated by assessing the needs of the caller.

2. BACKGROUND

Readjustment Counselor Services (RCS) Vet Centers were established by Congress and signed into law June 13, 1979, out of recognition that a significant number of Vietnam combat and era Veterans were not accessing Department of Veterans Affairs (VA) services at the same levels as Korean and World War II Veterans. Public Law 96-22 amended Title 38 USC to establish authority for VA to provide readjustment counseling as a new category of service. The role of this new service was to assist Vietnam Veterans and their families in making the transition from traumatic war-time experiences to civilian life within their home communities. Today, confidential RCS are provided to active-duty service members, including National Guard and Reservists, Veterans from a variety of service eras who served in combat or an area of hostility, families and specifically, Gold Star families at 300 Vet Centers, 80 Mobile Vet Centers, numerous outstations, and access points.

3. SCOPE OF WORK

The contractor shall assist as the additional call center for the current VCCC staff by providing telephony services necessary to reduce the VCCC abandonment rate to the VA’s standard of 5% or less. The Vet Center Call Center averages 8000 calls offered per month. The Contractor shall be responsible for handling 30% calls offered in the form of purposeful routed calls. In addition, the contractor will handle any overflow of calls that come in to assist the VCCC during these times. Implement the VA’s Core Values of Integrity, Commitment, Advocacy, Respect, and Excellence while assessing the caller’s needs. Forward electronic communication via standards set by the VCCC to Vet Centers as needed. Determine when calls must be warm transferred to a VA on Non-VA agency, counselor, supervisor, nurses, VCL, National Call Center for Homeless Veterans (NCCHV), Coaching in to Care (CIC), and others as determined by the VCCC. Document all calls to include hang-ups, wrong numbers, and computer-generated calls in the Vet Centers database. Triage and manage calls for emergency services when a caller is in imminent danger. Additionally, provide personnel, equipment, supplies, facilities, transportation, training, tools, materials, software, supervision, and non-personal services necessary not otherwise provided by the Government.

3.1 Objective: The objective of this contract is for the contractor to assist by picking up the overflow calls from the current VCCC staff and manage calls utilizing the VA applications to include but not limited to CISCO, RCS Net, Salesforce, Microsoft Office, Microsoft Teams, VA Knowledge Management tools, VA Intranet and RCS Intranet system. The contractor must access this software and systems with a required VA issued computers/laptops or non-VA issued computers/laptops as a contingency plan only if authorized by the agency. The contractor must complete all the VA requirements to access the VA’s RESCUE VPN, CAG, Windows Virtual Desktop, as well as some self-service portals that require authentications. Ensure that these calls are routed properly to VCL and emergency services. The contingency center must have symmetrical training, quality, and documentation to the VCCC staff. The contractor must provide the VCL with required deliverables as specified by the Performance Work Statement (PWS).

3.1.1: The contractor must be accredited by the American Association of Suicidology (AAS) within four (4) weeks of the Post Award Kick-Off meeting and maintain the accreditation throughout the life of the contract. All contracted personnel must successfully complete and maintain the AAS Crisis Specialist Training & Certification within four (4) weeks after Post Award Kick-Off Meeting. The government will provide additional training but not limited to Suicide Prevention, Health Insurance Portability and Accountability Act (HIPPA), any other training as required by the government and the VCCC Director. This training may be in Talent Management System (TMS) and other formats as approved by the government and the VCCC Director.

3.2 Period of Performance: The period of performance shall be for one base year with four (4), one-year options.

3.3 Quality Control: A Quality Assurance Surveillance Plan (QASP) will be provided in a separate attachment in the solicitation and contract. This plan sets forth the procedures and guidelines the requiring office's Contracting Officer's Representative (COR) will use in ensuring the required performance standards or service levels are achieved by the contractor.

3.4 Hours of Operation: The Contractor shall be responsible for conducting business 24 hours, 7 days a week, 365 days a year including all holidays.

3.5 Place of Performance: Work must be performed offsite at the contractor’s facility for successful completion of required deliverables. There shall be an occasional need for contractor staff to come to an RCS Office for training and/or a face-to-face meeting. This travel will be approved by the Contracting Officer prior to any travel occurring. There shall be an occasional need for RCS staff to visit the contractor’s facility for training and/or a face-to-face meeting. These will typically be as needed.

3.6 Type of Contract: Firm Fixed Price (FFP).

3.7 Security Requirement: Contractor personnel performing work under this contract must comply with all Privacy and Security training as required by the VA as follows:

3.7.1 General.

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

3.7.2 Access to VA Information and VA Information Systems.

3.7.2.1 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.

3.7.2.2. 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.

3.7.2.3. 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. defense industry contract personnel safeguard the classified information in their possession while performing work on contracts, programs, bids, or research and development efforts. The Department of Veterans Affairs does not have a Memorandum of Agreement with Defense Security Service (DSS). Verification of a Security Clearance must be processed through the Special Security Officer located in the Planning and National Security Service within the Office of Operations, Security, and Preparedness.

3.7.2.4. Custom software development and outsourced operations must be located in the U.S. to the maximum extent practical. If such services are proposed to be performed abroad and are not disallowed by other VA policy or mandates, the contractor/subcontractor must state where all non-U.S. services are provided and detail a security plan, deemed to be acceptable by VA, specifically to address mitigation of the resulting problems of communication, control, data protection, and so forth. Location within the U.S. may be an evaluation factor.

3.7.2.5. The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor's employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination.

3.7.3 VA Information Custodial Language.

3.7.3.1 Information made available to the contractor or subcontractor by VA for the performance or administration of this requirement or information developed by the contractor/subcontractor in performance or administration of the requirement shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data General, FAR 52.227-14(d)(1).

3.7.3.2 VA information should not be co-mingled, if possible, with any other data on the contractors/subcontractor's information systems or media storage systems in order to ensure VA requirements related to data protection and media sanitization can be met. If co-mingling must be allowed to meet the requirements of the business need, the contractor must ensure that VA's information is returned to the VA or destroyed in accordance with VA's sanitization requirements, VA reserves the right to conduct onsite inspections of contractor and subcontractor information technology resources to ensure data security controls, separation of data and job duties, and destruction/media sanitization procedures are in compliance with VA directive requirements.

3.7.3.3 Prior to termination or completion of the resultant contract, contractor/subcontractor must not destroy information received from VA, or gathered/created by the contractor in the course of performing this requirement without prior written approval by the VA. Any data destruction done on behalf of VA by a contractor/subcontractor must be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the contractor that the data destruction requirements above have been met must be sent to the VA Contracting Officer within 30 days after termination of the contract.

3.7.3.4 The contractor/subcontractor must receive, gather, store, back up, maintain, use, disclose and dispose of VA information only in compliance with the terms of the resultant contract and applicable Federal and VA information confidentiality and security laws, regulations, and policies. If Federal or VA information confidentiality and security laws, regulations and policies become applicable to the VA information or information systems after execution of the contract, or if NIST issues or updates applicable FIPS or Special Publications (SP) after execution of this contract, the parties agree to negotiate in good faith to implement the information confidentiality and security laws, regulations, and policies in this contract.

3.7.3.5 The contractor/subcontractor shall not make copies of VA information except as authorized and necessary to perform the terms of the agreement or to preserve electronic information stored on contractor/subcontractor electronic storage media for restoration in case any electronic equipment or data used by the contractor/subcontractor needs to be restored to an operating state. If copies are made for restoration purposes, after the restoration is complete, the copies must be appropriately destroyed.

3.7.3.6 If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal Acquisition Regulation (FAR) part 12.

3.7.3.7 If a VA contract is terminated for cause, the associated Business Associate Agreement must also be terminated and appropriate actions taken in accordance with VHA Handbook 1600.01, Business Associate Agreements. Absent an agreement to use or disclose protected health information, there is no business associate relationship.

3.7.3.8 The contractor/subcontractor must store, transport, or transmit VA sensitive information in an encrypted form, using VA-approved encryption tools that are, at a minimum, FIPS 140-2 validated.

3.7.3.9 Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor/subcontractor may use and disclose VA information only in two other situations: (i) in response to a qualifying order of a court of competent jurisdiction, or (ii) with VA's prior written approval. The contractor/subcontractor must refer all requests for, demands for production of, or inquiries about, VA information and information systems to the VA contracting officer for response.

3.7.3.10 Notwithstanding the provision above, the contractor/subcontractor shall not release VA records protected by Title 38 U.S.C. 5705, confidentiality of medical quality assurance records and/or Title 38 U.S.C. 7332, confidentiality of certain health records pertaining to drug addiction, sickle cell anemia, alcoholism or alcohol abuse, or infection with human immunodeficiency virus. If the contractor/subcontractor is in receipt of a court order or other requests for the above-mentioned information, that contractor/subcontractor shall immediately refer such court orders or other requests to the VA contracting officer for response.

3.7.3.11 For service that involves the storage, generating, transmitting, or exchanging of VA sensitive information but does not require C&A or an MOU-ISA for system interconnection, the contractor/subcontractor must complete a Contractor Security Control Assessment (CSCA) on a yearly basis and provide it to the COR.

3.7.4 Security Incident Investigation

3.7.4.1 The term "security incident" means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the COR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information. including that contained in system(s) to which the contractor/subcontractor has access.

3.7.4.2 To the extent known by the contractor/subcontractor, the contractor/subcontractor's notice to VA shall identify the information involved, the circumstances surrounding the incident (including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the contractor/subcontractor considers relevant.

3.7.4.3 With respect to unsecured protected health information, the business associate is deemed to have discovered a data breach when the business associate knew or should have known of a breach of such information. Upon discovery, the business associate must notify the covered entity of the breach. Notifications need to be made in accordance with the executed business associate agreement.

3.7.4.4 In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA OIG and Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

3.7.5 Liquidated Damages for Data Breach

3.7.5.1 Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

3.7.5.2 The contractor/subcontractor shall provide notice to VA of a “security incident” as set forth in the Security Incident Investigation section above. Upon such notification, VA must secure from a non-Department entity or the VA Office of Inspector General an independent risk analysis of the data breach to determine the level of risk associated with the data breach for the potential misuse of any sensitive personal information involved in the data breach. The term 'data breach' means the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment, to data containing sensitive personal information, in electronic or printed form, that results in the potential compromise of the confidentiality or integrity of the data. Contractor shall fully cooperate with the entity performing the risk analysis. Failure to cooperate may be deemed a material breach and grounds for contract termination.

3.7.5.3 Each risk analysis shall address all relevant information concerning the data breach, including the following:

(1) Nature of the event (loss, theft, unauthorized access);

(2) Description of the event, including:

(a) date of occurrence;

(b) data elements involved, including any PII, such as full name, social security number, date of birth, home address, account number, disability code;

(3) Number of individuals affected or potentially affected;

(4) Names of individuals or groups affected or potentially affected;

(5) Ease of logical data access to the lost, stolen or improperly accessed data in light of the degree of protection for the data, e.g., unencrypted, plain text;

(6) Amount of time the data has been out of VA control;

(7) The likelihood that the sensitive personal information will or has been compromised (made accessible to and usable by unauthorized persons);

(8) Known misuses of data containing sensitive personal information, if any;

(9) Assessment of the potential harm to the affected individuals;

(10) Data breach analysis as outlined in 6500.2 Handbook, Management of Security and Privacy Incidents, as appropriate; and

(11) Whether credit protection services may assist record subjects in avoiding or mitigating the results of identity theft based on the sensitive personal information that may have been compromised.

3.7.5.4 Based on the determinations of the independent risk analysis, the contractor shall be responsible for paying to the VA liquidated damages in the amount of $42.00 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

(1) Notification;

(2) One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports;

(3) Data breach analysis;

(4) Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution;

(5) One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

(6) Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.

3.7.6 Training

3.7.6.1 All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems:

3.7.6.1.1 Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix E relating to access to VA information and information systems;

3.7.6.1.2 Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training;

3.7.6.1.3 Successfully complete the appropriate VA privacy training and annually complete required privacy training; and

3.7.6.1.4 Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program Official and provided to the contracting officer for inclusion in the solicitation document - e.g., any role-based information security training required in accordance with MST Special Publication 800-16, Information Technology Security Training Requirements.]

3.7.6.2 The contractor shall provide to the contracting officer and/or the COR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee within I week of the initiation of the contract and annually thereafter, as required.

3.7.6.3 Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and documents are complete.

3.7.7 Certification and Accreditation (C&A)

3.7.7.1 The C&A requirements do not apply, and a Security Accreditation Package is not required.

3.8 Physical Security: The Contractor shall be responsible for safeguarding any government equipment, information and property provided for contractor use.

3.9 Post Award Conference/Periodic Progress Meetings: The Contractor must attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5.

3.10 Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR will monitor all technical aspects of the contract and will assist in contract administration. The COR shall be authorized to perform the following functions: ensure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifying both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

3.11 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. All contractor employees must wear name badges identifying them as employees of the contractor.

3.13 Organizational Conflict of Interest: Contractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications, or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor must notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and must promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor's mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

3.14 Termination of Services: The VCCC reserves the right to terminate any or all services if they are determined to be no longer necessary.

3.15 Transition Plan: Contractor must provide a transition plan to ensure that there is no lapse in critical services. Included in this plan must be the contractors plan to provide fully trained responders to provide critical suicide prevention services during the transition period.

3.16 Telephony Requirements:

The Contractor, additional Call Center for overflow calls, Shall:

3.16.1 Provide necessary management and support to ensure project goals and objectives are met and deliverables are provided in accordance with the terms of the contract.

3.16.2 Warm transfer calls to VCL after assessing the needs of the caller and deemed appropriate.

3.16.3 Warm transfer calls to the National Call Center for Homeless Veterans after assessing the needs of the caller, it is deemed appropriate, and the caller has given permission.

3.16.4 Ensure every call receives a proper risk assessment and, if deemed to be at imminent risk of suicide, seek to ensure the callers are linked with appropriate levels of emergency and/or expedited follow-up services toward securing their safety.

3.16.5 Manage calls and notify emergency services for callers that are assessed to be in imminent danger.

3.16.6 Ensure calls are not placed on hold, where hold is defined as an agent answering the call and then putting the caller in a waiting queue, without immediately providing any service or risk assessment (whether having verbally informed the caller to wait or not).

3.16.7 Ensure use of secure telephone technology, such as a dedicated landline or Voice Over Internet Protocol (VolP), to answer VCCC calls.

3.16.8 Ensure not to use mobile devices or other mobile technology that does not adhere to VA security standards.

3.16.9 Be evaluated based on data from the CISCO Finesse and Unified Intelligence Center. The service level will be evaluated weekly and by contractual year. The maximum ring time for each call must not exceed 13 seconds. Five calls per week per contractor with a ring time that exceeds 13 seconds is considered unsatisfactory service.

3.16.10 Ensure that all calls that are not abandoned by the caller, are answered by a live responder. Must not use any voice answering systems (i.e., answering machines, voice mailboxes) that instruct callers to leave a message to be returned later or automated messages with no possibility of live responder answering the call.

3.16.11 Ensure responders have access to all needed materials and resources to successfully perform crisis intervention work 24/7/365 (e.g., including, but not limited to, phones, computers, 911 for safety checks, and available supervision).

3.16.12 When cold transferred or inappropriate calls are received from the VCL the contractor must complete the “Cold or Inappropriate Transfer from VCL Complaint Form” and email it to vhavclcomplaints@va.gov or another designated destination and cc others as identified by the VCCC. The contractor must also notify the VCCC Lead Agent and Supervisor on duty.

3.16.13 In the event of maintenance, a natural disaster, an Act of God, or any occurrence that adversely impacts the operation or availability of the VCCC, upon notification, the contractor must (at VCCC's request or when aware of known adverse event affecting VCCC operations) provide 100% call coverage (until VCCC is operational).

3.16.14 Ensure that 100% of calls are recorded for quality assurance review. Upon Request of the VCCC, the contractor shall have 24 hours to provide a call recording. Call recordings must be kept according to VA Policy; 100% recording and 100% retention.

3.16.15 Must develop and implement a policy to ensure that there is an agreement with their internet service provider preventing systemic changes without prior notification. In the event the contractor needs to make changes to their internet services the VCCC must be provided written notification at least thirty (30) business days in advance. The contractor must follow-up following implementation of changes to ensure that VCCC prioritization has not been compromised. The contractor is required to monitor and report prioritization to VCCC on a weekly basis as a means of maintaining high standards of service.

3.16.16 There will be an annual scheduled five consecutive day period where the contracted call center must provide full coverage in order for the uninterrupted operation of the VCCC.

3.16.17 Software Application End-User Knowledge and Use Proficiency in the form of a Certification for the following software applications required to perform VCCC call center duties to include but not limited to CISCO, Salesforce Customer Relationship Management, Microsoft Office, Microsoft Teams, Intranet, and Internet Systems.

3.16.18 Maintain constant proficiency with the knowledge, access, and use of the following applications but not limited to CISCO, RCS Net, Salesforce, Microsoft Office, Microsoft Teams, VA Knowledge Management tools, VA Intranet and RCS Intranet system.

3.17 Emergency Protocol: To be developed and agreed upon by all parties involved to describe specific procedures and name points of contact and contact information in the event of an outage.

3.18 Call Center Script: Contractor must use VCCC call center script as a guide when answering calls, assisting the caller in determining needs and requesting information from caller.

3.19 Call Documentation: Contractor must document all calls in RCS Net to include hang-ups, wrong numbers, tele-marketers, and computerized auto-dialed calls in RCS Net either during the call or immediately upon call completion within 90 seconds. VCCC will work with the contractor to modify documentation requirements should documentation needs change.

3.19.1 Documentation must be in English, objective, concise, factual, with correct spelling and grammar.

3.19.2 Documentation must be encrypted and transmitted in electronic format. Documented during the call or within 90 seconds of the call end. Under no circumstances is documentation from multiple calls to be sent in "batches" at the end of a contractor’s shift.

3.19.3 Documentation received later than 90 seconds post-call completion must be forwarded by the VCCC to the Contractor for investigation and follow-up for corrective actions.

3.19.4 Documentation related to established Vet Center clients that presented in crisis, imminent danger, required emergency services, welfare check or warm transfer to the VCL must be emailed immediately for continuity of care, with no delay due to quality checks.

3.20 Electronic Communication to Vet Centers: Electronic communication must be forwarded to the appropriate Vet Center and associated RCS staff on behalf of the caller during the call or immediately upon call completion.

3.21 Reporting Requirements: Data and reporting must be provided in an editable format, i.e., Excel. A list of initial requested reports is below. VCCC will work with the contractor to modify listed reports should reporting needs change.

3.21.1 Kick-Off Meeting: The contractor shall attend a kick-off meeting with the VCCC Director and VCCC Trainers within four (4) weeks of award. The meeting shall include a discussion of the Integrated Operations Plan (IOP). Contractor shall provide minutes of the meeting to the COR within two (2) business days of meeting.

3.21.2 Weekly Progress Reports: The contractor shall update VCCC Director via email. The email shall cover all staffing, issues that will impact operations during the reporting period and any anticipated staffing and operating issues anticipated for the subsequent reporting period. These emails shall identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue.

3.21.3 Monthly virtual meetings held the first week of each month to review successes, deficiencies and corrective actions needed with a timeline and follow-up reporting. Meeting minutes provided by contractor to VCCC within 2 business days of meeting.

3.21.4 Fiscal Year to Date Monthly Progress Reports: The contractor shall provide the Contracting Officer’s Representative (COR) with Monthly Progress Reports via email in electronic form of Microsoft Word and data in an editable Microsoft Excel. The report shall include detailed instructions/explanations for each required task.

The Contractor shall maintain communication as needed with VCCC Director so that any arising issues are transparent to both parties to prevent escalation of outstanding issues. The Weekly Progress Reports shall document these issues and both parties shall work together to remediate concerns as they arise.

3.21.5 Integrated Operations Plan: Working with the VCCC Director, and other key RCS staff, the contractor shall develop an IOP to include strategies, tactics, milestones and deliverables and monthly reporting withing four (4) weeks of kick-off meeting. The Contractor shall deliver an IOP that lays out the Contractor’s approach, timeline, team members, and tools to be used in completing all VCCC operations. The IOP shall take form in both a narrative and graphic format that displays the approach to overall management of the task and requirements i.e., schedule, milestones, risks, resource support and measurement. The IOP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection as identified within the Performance Work Statement (PWS).

Deliverables:

A. Kick-Off Meeting with VCCC Director and VCCC Trainers, to include a discussion of the Integrated Plan, within four (4) weeks of contract award. Contractor shall provide minutes of the meeting.

B. Weekly Progress Reports, via email, on status of staffing and operations and IT issues.

C. Monthly virtual meetings held the first week of each month to review successes, deficiencies and corrective actions needed with a timeline and follow-up reporting. Meeting minutes must be provided by contractor within 2 business days.

D. Monthly Progress Reports, via email in electronic form of Microsoft Word and data in Excel, the last Friday of each calendar month for the duration of the contract for communications tasks E. Integrated Operations Plan within four (4) weeks of kick-off meeting

3.22 CISCO Unified Intelligence Center Data Reporting Requirements: The contractor must follow-up on any CISCO Unified Intelligence Center data deficiencies reported by the VCCC within five (5) business days to include corrective actions and timelines.

3.22.1 CISCO Unified Intelligence Center Data reviewed weekly by the VCCC:

A. Ring Time (Not to exceed four (4) occurrences over 13 seconds per week per contract employee)

3.23 Additional Data Reporting Requirements: The contractor must follow-up on any additional deficiencies as determined by VCCC guidelines. Data deficiencies reported by the VCCC within five (5) business days to include corrective actions and timelines.

3.23.1 Additional Data reviewed daily by the VCCC:

C. Calabrio

3.24 Staffing: It is the responsibility of the contractor to staff levels necessary to meet the performance metric.

3.25 Telephony and Equipment Maintenance Services: The contractor is required to report technical issues to the VA Office of Information and Technology (IT) via the Enterprise Service Desk by dialing (855) 673-4357. Technical issues that create a work stoppage must be reported immediately to the Enterprise Service Desk

3.25.1 Provide IT ticket numbers, description of the issue, date, and disposition (resolved or open) to the VCCC via the weekly progress report.

3.25.2 Provide system administration by supporting and maintaining the hardware and software that the VCCC systems utilize.

3.25.3 In the event of downtime, an initial report is due to the VCCC within 24 hours with information about the cause, solution to fix the issue, expected duration of issue, with follow-up reports as necessary.

3.26 Training: The training curriculum used by the contractor must be approved by the VCCC. The contractor must provide documentation of initial and refresher training for the contractor which demonstrates symmetry with VCCC training standards. This documentation must include:

3.26.1 Training Types/frequency:

A. Required New Hire Training. Documentation must be provided before any contract employee begins to accept calls.

G. Ongoing supervisory and quality assurance monitoring and evaluation, primarily through call monitoring.

3.26.4 Training documentation (e.g., type, frequency, content) must include evidence of all training provided to all responders who answer VCCC calls.

3.27 VCCC Trainers or Subject Matter Experts:

3.27.1 Will provide additional training documentation and supporting materials to promote the contractor’s ability to provide the same level of service that is being provided for calls answered at the VCCC. The VCCC SMEs will approve needed changes to training documentation and supporting materials.

3.27.2 Ensure the contractor provides clinically sound support to VCCC callers by facilitating monthly clinical supervision calls and related follow-up activities to discuss clinical questions. The contractor shall be responsible for submitting the agenda and meeting minutes to the COR.

4. QUALITY ASSURANCE

4.1 The contractor must develop a quality assurance plan and ensure the contingency center must have standards symmetrical with or exceed those of the VCCC. The contractor must review current VCCC quality assurance standards to guarantee the plan is adequate. The VCCC must approve the quality assurance plan before implementation.

4.1.1 In the event VCCC quality assurance standards are updated, the contractor shall have 4 weeks to update and certify their standards are updated.

4.1.2 Monthly reports must be provided by the contractor to the VCCC on the quality assurance metrics according to the Quality Assurance Plan.

5. QUALITY CONTROL PLAN (QCP)

5.1 The contractor must develop and maintain an established Quality Control Plan (QCP) that has been approved by the Contracting Officer Representative (COR) and Contracting Officer (CO). This program is to ensure services are performed in accordance with the PWS. The contractor must develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor's QCP is the means by which the contractor ensures their work complies with the requirement of this contract. Once notified, the contractor shall have fourteen (14) calendar days to submit a corrective action plan to addresses performance deficiencies. This plan must be approved by the VCCC.

5.2 The contractor shall be responsible for quality control (QC) for all work accomplished during the performance of this contract. Work and documentation produced by the contract personnel may be regularly reviewed by the COR.

5.3 The contractor shall provide the VCCC opportunities to review documented customer satisfaction results that are submitted by government staff in response to inspection activity on a schedule mutually agreed upon by the COR and contractor staff. The reviews will be focused on identifying improvement opportunities in contractor/VCCC inspection activities.

6. DELIVERABLES

Kick-Off Meeting

Kick-Off Meeting and then as it occurs

Kick-Off Meeting

Kick-Off Meeting

End of Performance Work Statement