36C26126Q0597 0001.pdf

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)

1 9

0001 08-05-2026

None

612MCP

Department of Veterans Affairs

Network Contracting Office (NCO) 21

612MCP

Department of Veterans Affairs

Network Contracting Office (NCO) 21

To all Offerors/Bidders

36C26126Q0597

07-20-2026

X

X X

** HOUR & DATE for Receipt of Offers is EXTENDED to: 08-10-2026 10AM PDT

See CONTINUATION Page

X 1

See continuation pages

Cynthia Diezel

Contracting Officer

The purpose of the amendment to the solicitation is to address the following: extend the due date to August 10, 2026 at 10AM PST, correct the schedule for estimated hours and to post the questions and answers to the solicitation.

Q1. Historical Staffing

The solicitation provides an estimated quantity of 96,360 labor hours annually but does not identify the staffing model used to develop that estimate.

• Can the Government provide the historical staffing profile by shift (days, evenings, nights, weekends, and holidays)?

• How many operator positions are typically staffed on each shift?

• Does the historical staffing include a dedicated supervisor or lead operator.

The current setup for staffing is listed below.

- Historical staff profile has been attached for reference (7 operators, 1 supervisor)

- Team of 7 operators complete about 264 hours/week, or 13,728 hours annually

- Supervisor completes about 2,080 hours annually. Team of 8 have accumulated annual hours of about 15,808.

- 3-4 operator positions are typically staffed for morning shift (4 usually designated on

Mondays due to typically seeing higher call volumes on this day)

- 1 operator is staffed for swing & graveyard shift

- “Operator Current Monthly Schedule” does provide a great reference to shifts and hours worked for the whole team for the month

Q2 How many switchboard operator workstations/consoles are available, and how many are expected to be staffed by shift (day, evening, night, weekends)?

There are 4 switchboard operator workstations/consoles available, plus 1 supervisor workstation available

- Morning Shift (8am-4pm), Swing Shift (3pm-11:30pm), Graveyard Shift (11pm-7:30am)

- 3-4 operator positions are typically staffed for morning shift (4 usually designated on

Mondays due to typically seeing higher call volumes on this day)

- 1 operator is staffed for swing & 1 operator is staffed for graveyard shift

Q3. Is this requirement a breakout of the previous San Francisco/Palo Alto/Fresno contract? If so, what is the previous contract number?

Yes, this is a breakout from the previous San Francisco/Palo Alto/Fresno contract. The current contract is available on FPDS and will not be provided.

Q4. What is the anticipated timeline for PIV badges and background investigations for new personnel?

- 6-8 weeks for background investigations

- 1 additional week for PIV badge issuance

Q5. Incumbent Workforce Vacancies

Can the Government provide the current number of filled positions and vacant positions on the incumbent contractor workforce supporting this requirement? Section E.1(d)(2)

Factor 1A Staffing; Section E.3 Factor 1 – Technical Capability (Staffing), pp. 45, 49.

7 filled operator positions, 1 supervisor filled position, 0 vacancies

Q6. Current Staffing Model and Supervisor Coverage

Can the Government provide the current shift structure, number of operators assigned per shift, vacancy status by shift, and current supervisor coverage model, including whether supervisory coverage is currently performed on-site?

PWS Sections 4.3, 4.10(B), 4.12(A); Section E.1(d)(2) Factor 1A Staffing, pp. 11-13, 45.

See attachment “Operator Monthly Current Schedule”

Q7 Incumbent Retention / Staffing Documentation

For Technical Capability Factor 1A (Staffing), if an offeror intends to recruit and retain qualified incumbent personnel currently performing these services, but does not have access to incumbent employee names prior to award, may the offeror submit a staffing chart using position identifiers, proposed shift coverage, transition approach, and incumbent-retention strategy in lieu of incumbent employee names, proof of employment, or letters of intent? Section E.1(d)(2) Factor 1A Staffing; Section E.3 Factor

1 – Technical Capability, pp. 45, 49.

Yes

Q8 Supervisor Coverage Expectations

The solicitation requires supervisors to be identified on the staffing chart and indicate whether they are on-site. Does the Government require dedicated full-time on-site supervisory coverage, or is periodic on-site supervisory presence acceptable provided contract performance requirements are maintained?

Section E.1(d)(2) Factor 1A Staffing, p. 45; PWS 4.8 and 4.10, pp. 11-13.

Yes, periodic onsite supervisor presence is acceptable provided contract performance requirements are maintained

Q9 Past Performance Survey Submission Method

Attachment 3 states completed surveys must be included with the quote, while Section

E.1 states the surveys are to be submitted directly to the Contracting Officer/Specialist from the individual completing the survey. Please confirm whether completed surveys must (1) be submitted directly by the evaluator, (2) be included in the quote package, or

(3) both. Attachment 3; Section E.1(d)(4), pp. 43, 46.

Past Performance Surveys are to be submitted directly to the Contract Officer from the individual completing the survey.

Q10 Number of Past Performance References

Section E.1 states "up to five" completed surveys. Is there a minimum number of completed surveys required for full consideration? Section E.1(d)(4), p. 46.

A minimum of 1 would be acceptable

Q11 Workload Surge Assumptions

PWS 4.12(B) references workload increases exceeding 20% of normal telephone workload.

Can the Government provide historical call-volume data or average monthly call statistics to support staffing and surge planning? PWS 4.12(B), p. 13.

Call volume data attached

Q12 Phone System Environment

Beyond Cisco 8841 consoles, 7915 sidecars, Cisco Agent Desktop, and the Lynx notification system, are there any additional communications applications, platforms, or software tools that operators will be required to use? PWS 4.1, p. 10

Phone Message Manager application

Q13 Past Performance Survey Location

The RFQ instructs offerors to submit separate PDF volumes for Volume One (Technical), Volume Two (Past Performance), and Volume Three (Price). Section E states that Past

Performance Surveys may be incorporated into the technical approach document.

Should completed Past Performance Surveys be included in Volume II (Past

Performance), Volume I (Technical), or would either approach be acceptable?

Section E Submission Instructions, p. 44; Factor #2 Past Performance, p. 46.

Past Performance Surveys will be emailed directly to the Contracting Officer from the individual completing the survey and will not be included in the Volumes.

Q14. Staffing basis and pricing

The Price Schedule (CLINs 0001-4001, pp. 5-6) lists 96,360 hours per year for "11

Operators" providing 24-hour, 7-day coverage. 96,360 hours equals eleven positions staffed continuously all year, which would require roughly 46 full-time equivalents to sustain. Does "11 Operators" mean eleven positions staffed concurrently at all times, or eleven total employees/FTE? If the latter, please confirm the correct annual hour quantity, since eleven FTE equates to roughly 22,880 hours.

Eleven total employees/FTE. Correct, eleven FTE equates to 20,000 hour range. Our current team of 7 operators complete about 264 hours/week, or 13,728 hours annually. The supervisor completes about 2,080 hours annually. This team of 8 have accumulated annual hours of about

15,808 with some being considered part time employees. 22,880 hours is much more appropriate estimate. The intent was to say that 11 operators would collectively cover switchboard operations required 24-hours, 7 days, and not that 11 operators would be need concurrently for this coverage.

Q15. How many operators does the Government expect on duty simultaneously during the weekday day, weekday evening/overnight, weekend, and Federal holiday periods?

Example of possible framework

- 4-6 operator positions for 8:00am-4:30 on weekdays

- 1-2 operators staffed for weekday swing & graveyard shift (covering 4:30pm-

8:00am)

- 3-4 operator positions spread throughout Sat & Sun (potentially 2 operators covering 8:00am-4:30pm)

- 3-4 operator positions spread throughout Federal holiday periods (potentially 2 operators covering 8:00am-4:30pm)

- “Operator Current Monthly Schedule” does provide a great reference to shifts and hours worked for the team of 7 for the month

Q 16. PWS 1.5 (p. 7) states a Firm-Fixed-Price award, while the Price Schedule uses an estimated hourly quantity. Is the CLIN price fixed per period regardless of hours worked, or is payment based on actual hours delivered? If the latter, how does that reconcile with an FFP contract type?

CLIN is price fixed per period regardless of hours worked. Government estimates and additional

3 FTE would be needed from previous contract in order to cover the additional Phone Message

Manager system, but vendor would establish FTE need based on their assessment of the workload.

Q 17. Is the 96,360-hour quantity (see PWS 4.5, p. 11) a firm requirement, a not-to-exceed ceiling, or a Government estimate for evaluation only?

Not a firm requirement, Government estimate for evaluation only

Q 18. Personnel documentation (roster, letters of intent, resumes)

The Instructions (Factor 1, 1a - Staffing, p. 45) direct offerors not to list individuals who are not presently employed by the firm, while the Evaluation criteria (Factor 1, Staffing (e), p. 49) allow non-employees if the offeror submits a signed letter of intent. Please confirm whether offerors may propose non-employee candidates supported by signed letters of intent.

Offerors may propose non-employee candidates supported by signed letters of intent

Q 19. Are named individuals, proof of employment, and/or signed letters of intent required for the full staffing complement at quote submission, or only from the successful offeror after award

(for example, during onboarding and credentialing)?

Letters of Intent are not required but will be rated more favorably.

Q 20. Resumes are not requested. Please confirm that resumes and individual qualification documentation are not required with the quote and identify any minimum operator qualifications and whether evidence is due at proposal or at award.

Resumes and individual qualification documentation are not required with the quote.

Minimal operator qualifications would include basic computer skills, clear verbal communication, and the ability to pass federal background checks and maintain patient confidentiality under HIPAA guidelines.

Q 21. May the per-operator staffing chart be presented by position or shift rather than by named individual, particularly for positions to be filled after award?

Yes. The staffing chart can be present by position/shift.

Q 22. Past performance

Please confirm the number of past performance references/surveys required; the Instructions

(Factor 2, p. 46) reference "up to five." Are fewer than five acceptable, and are surveys mandatory for evaluation?

Fewer than five is acceptable. A minimum of one survey is required.

Q 23. The Instructions state surveys are to be submitted directly by the individual who completed them, but also that the contractor may compile and submit them as part of the technical package. Please confirm which method governs.

Past Performance surveys are to be submitted directly to the Contracting Officer by the person completing the survey.

Q 24. Please confirm that Attachment 3 is the required survey form, the email address for survey submission, and the deadline for reference submissions.

Cynthia Diezel

Cynthia.diezel@va.gov

The deadline for reference submissions is the close date for the solicitation

Q 25. Submission, format, and scope

The Instructions (p. 44) describe the quote in "two parts." Please confirm the number and titling of separate files/volumes, and whether Past Performance is combined with the

Technical volume.

mailto:Cynthia.diezel@va.gov

Volume One (Technical), Volume Two (Past Performance), and Volume Three (Price).

Performance Surveys will be submitted directly to the Contracting Officer by the person completing the survey.

Q 26. Please confirm any page limits, font, margin, and file-format requirements for the

Technical/Past Performance volume.

No page limits, font, margin, and file-format requirements for the Technical/Past Performance volume.

Q 27. Please confirm that Wage Determination 2015-5609 (Fresno County) and its revision are governing and confirm the labor category and minimum wage and fringe for "Telephone

Operator."

Wage Determination 2015-5609 (Fresno County) and its revision are governing. 01460 -

Switchboard Operator/Receptionist $18.13.

Q 28. PWS 1.4 (p. 7) and 4.3 (p. 11) require 24/7/365 coverage. Please confirm whether the contractor staffs all hours or whether VA staff cover any portion of the day.

Contractor will staff all hours. During swing/graveyard shifts, the contractor may requests the

Administrative Officers of the Day to cover during any needed break/lunch.

A.1 PRICE/COST SCHEDULE

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

22,880.00 HR __________________ __________________

Telephone Answering Services: 11 Operators, Hours of Operation Sun-Sat, 12:00am-11:59pm (7 days, 24 hour coverage)

Contract Period: Base POP Begin: 10-01-2026 POP End: 09-30-2027 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional:

Communications

MANUFACTURER PART NUMBER (MPN): N/A

Sun-Sat, 12:00am-11:59pm (7 days, 24 hour coverage)

Contract Period: Option 1 POP Begin: 10-01-2027 POP End: 09-30-2028 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional:

Sun-Sat, 12:00am-11:59pm (7 days, 24 hour coverage)

Contract Period: Option 2 POP Begin: 10-01-2028 POP End: 09-30-2029 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional:

Sun-Sat, 12:00am-11:59pm (7 days, 24 hour coverage)

Contract Period: Option 3 POP Begin: 10-01-2029

POP End: 09-30-2030 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional:

Sun-Sat, 12:00am-11:59pm (7 days, 24 hour coverage)

Contract Period: Option 4 POP Begin: 10-01-2030 POP End: 09-30-2031 PRINCIPAL NAICS CODE: 561421 - Telephone Answering Services PRODUCT/SERVICE CODE: R426 - Support - Professional:

GRAND TOTAL __________________

See attached document: Call Volume Data.

See attached document: Operator Current Monthly Schedule.