Amendment 36C26126Q0970 0001.pdf

5. PROJECT NUMBER (if applicable)

CODE7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER3. 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 CODECODE

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)

0001 08-07-2026 None

Department of Veterans Affairs Network Contracting Office (NCO) 21

Department of Veterans Affairs Network Contracting Office (NCO) 21

To all Offerors/Bidders

36C26126Q0970

07-23-2026

X

X X

** HOUR & DATE for Receipt of Offers is EXTENDED to: 08-13-2026 10AM PDT

X 1

The purpose of this amendment is to address:

- A correction to technical factor 2

- Respond to Questions

- Extend solicitation closing from August 10, 2026 to August 13, 2026 10AM PST.

Please see attached.

Maricela Berrones-Gauger Contracting Officer

CONTINUATION PAGE

Revisions to Factor 2: Past Performance in ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO

OFFERORS—COMMERCIAL ITEMS SUBMISSION INSTRUCTIONS:

Current language:

Provide contracts held (if any) during the past 2 years and the primary function with the key contact of the agency for a contact reference in past performance survey. Contractor Performance Assessment Reporting System (CPARS) will be reviewed to determine if the previous work was recent (within the past 2 years) and relevant (similar size and type of work).

Past performance information will also be reviewed to determine the overall trend in the ratings of quality for previous contracts. Additionally, Federal Awardee Performance and Integrity Information System (FAPIIS) will be reviewed to determine if the contractor has had any adverse actions associated with federal contracts and grants.

Revised language:

Provide up to five (5) contracts held (if any) during the past 5 years and the primary function with the key contact of the agency for a contact reference in past performance survey. Past performance surveys should be sent directly to the contracting officer by the closing of the solicitation. Any submitted after the closing date and time will not be considered.

Contractor Performance Assessment Reporting System (CPARS) will be reviewed to determine if the previous work was recent (within the past 2 years) and relevant (similar size and type of work). Past performance information will also be reviewed to determine the overall trend in the ratings of quality for previous contracts. Additionally, Federal Awardee Performance and Integrity Information System (FAPIIS) will be reviewed to determine if the contractor has had any adverse actions associated with federal contracts and grants.

Questions and Answers:

1. Can the Government provide the current number of filled telephone-operator positions, vacant positions, and staffing levels by shift supporting this requirement? 4 telephone-operator positions, 0 vacant, 1 to 2 operators per shift. SFVA Hours of operation are Monday - Friday: 7:00 PM - 7:00 AM, Saturday's, Sunday's, and Federal Holidays 24 hours a day.

2. Evaluation Factor 1 requires proof proposed operators are employees of the company or submission of signed letters of intent. For incumbent personnel expected to transition after award, how should offerors demonstrate compliance with this requirement prior to contract award?

Submission of signed letters of intent.

3. If an offeror intends to recruit qualified incumbent personnel but does not have access to incumbent employee names prior to award, may the offeror submit a staffing plan, shift coverage model, and incumbent-retention strategy in lieu of incumbent employee names or letters of intent? Yes, with a possibility of adjustments to the plan.

4. Can the Government provide historical call-volume statistics, average monthly call volumes, peak-call periods, after-hours workload data, and holiday workload data?

Average monthly call volumes: 2,229 Peak-call periods: Data unavailable at this time.

After-hours workload data, and holiday workload data: Data unavailable at this time.

5. How will the Government measure compliance with the less than 5% abandon-rate requirement and less than 10-second average speed-to-answer requirement, and what reporting source will be considered authoritative?

Cisco Finesse will be used.

6. Factor #2 requests contracts held during the past two years. Is there a minimum number of contract references required for full evaluation consideration?

Language for Factor #2 has been revised, see above. In addition please see page 62 on how past performance will be evaluated. A minimum of one is required.

7. Please confirm whether completed Past Performance Surveys should be submitted directly by the evaluator, included within the Past Performance volume, or both.

Surveys should be submitted by evaluator, factor #2 language revised see above.

8. Does the Government require dedicated on-site supervisory coverage, or may supervision be performed remotely provided all performance requirements are maintained?

Remote is acceptable.

9. Beyond Cisco Finesse, the Stanford paging system, radios, paging systems, and associated communications platforms identified in the PWS, are there any additional communications applications or systems that contractor personnel will be required to use?

Microsoft Outlook, Microsoft Teams, and Webex.

10. Can the Government provide any transition assumptions, onboarding support, current incumbent staffing information, or training expectations that should be considered in developing staffing and transition plans?

Onboarding will be required for all employees including but not limited to background checks, badging, account provisioning, and facility access. The current contract is available on FPDS and will not be provided.

11. The Price Schedule and PWS 5.3 (pp. 5-6, 11) require "four (4) qualified telephone operators" to cover Monday-Friday 7:00 PM to 7:00 AM, plus Saturday, Sunday, and Federal holidays 24 hours per day. That schedule totals about 108 hours per week for a single staffed position, roughly 2.7 FTE - not four - while the Evaluation criteria (p. 61) reference "the required FTE levels." Please clarify whether "four operators" means four total FTE, four positions staffed concurrently per shift, or a labor pool sized to the schedule.

4 telephone-operator positions. 1 to 2 operators per shift to cover overlap, lunch, and breaks.

12. Because the CLIN is priced per month with no hour quantity, please state the number of operators expected on duty simultaneously during weekday nights, weekends, and holidays, and the total annual productive labor hours the Government expects.

4 telephone-operator positions. 1 to 2 operators per shift to cover overlap, lunch, and breaks. 108 hours per week and an additional 264 hours per year to cover 11 federal holidays.

13. PWS 1.4 (p. 7) states operation is 24 hours a day, seven days a week, including holidays, but PWS 5.3 and the CLIN (p. 11; pp. 5-6) limit contractor coverage to weekday nights plus weekends and holidays. Is the contractor responsible for weekday daytime coverage (7:00 AM to 7:00 PM)? If not, please confirm who provides it, as this materially affects staffing and price.

SFVA Hours of operation are Monday - Friday: 7:00 PM - 7:00 AM, Saturday's, Sunday's, and Federal Holidays 24 hours a day. Weekday daytime coverage (7:00 AM to 7:00 PM) is provided by local SFVA call center.

14. The Instructions (Factor 1, Staffing, p. 58) direct offerors not to list individuals not presently employed by the firm, while the Evaluation criteria (Factor 1, p. 61) allow non-employees if the offeror submits a signed letter of intent. Please confirm whether non-employee candidates supported by signed letters of intent are permitted.

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

15. 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?

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

16. Resumes are not requested. Please confirm resumes and individual qualifications are not required with the quote, and identify any minimum operator qualifications and when evidence is due.

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.

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

Yes

18. The Instructions (Factor 2, p. 58) require past performance "during the past 2 years" and assess recency within the past 2 years, while the Evaluation criteria (p. 62) reference "five (5) related histories within the past 5 years." Please confirm the governing recency period (2 years or 5 years) and the number of references required.

Factor 2 has been revised to correct number of years to 5 years, see language above.

19. Please confirm whether past performance surveys are mandatory, which form to use, the submission method (contractor-compiled or sent directly by the reference), and the deadline for reference submissions.

Past Performance surveys are to be submitted directly to the Contracting Officer by the person completing the survey. See attached document and uploaded to SAM.gov

20. The Instructions (p. 57) state the quote is prepared "in three parts" but then name only two, while the NOTE lists three separate PDF volumes (Factor 1 Technical, Factor 2 Past Performance, Factor 3 Price). Please confirm the exact number and titling of volumes/files required.

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.

21. Please confirm any page limits, font, and margin requirements, and how the 5 MB per-email limit should be handled for multi-file submissions.

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

22. No SCA Wage Determination is attached. Please provide the applicable wage determination number and revision for San Francisco County and confirm the labor category and minimum wage and fringe for "Telephone Operator."

Wage Determinations attached for San Francisco and uploaded to SAM.gov.

23. PWS 5.1 (p. 11) references paging covered by the Stanford University Paging System and VA systems such as Cisco Finesse. Please confirm what equipment, systems access, training, and workspace are Government-furnished versus contractor-furnished.

See section 3 “Government Furnished Property, Equipment, and Services” of solicitation.

24. Section 5.3 states the Contractor shall provide four (4) qualified telephone operators while also stating that staffing levels and shift schedules shall be determined by the Contractor. Please clarify whether the Government intends to purchase four (4) full-time equivalent (FTE) positions or whether the requirement is for four (4) qualified telephone operators with sufficient staffing to provide the required coverage schedule. 4 telephone-operator positions. 1 to 2 operators per shift to cover overlap, lunch, and breaks.

25. The solicitation identifies 264 hours of Federal holiday coverage. Please clarify whether these hours should be priced as additional coverage beyond the required weekday and weekend schedule, or whether holiday coverage is considered part of the required coverage when a Federal holiday falls on a regularly scheduled weekday or weekend.

The 264 hours of Federal holiday coverage is part of the required coverage even when a Federal holiday falls on a regularly scheduled weekday or weekend. This is not priced as additional coverage.

26. Does the Government anticipate that one qualified operator is sufficient to staff each scheduled shift, or is more than one operator expected during any portion of the required coverage periods? 1 to 2 operators per shift to cover overlap, lunch, and breaks.

27. If only one operator is scheduled during a shift, what are the Government's expectations regarding coverage during meal and rest breaks? Is continuous coverage required, and if so, should offerors include relief staffing within their fixed-price proposals? 1 to 2 operators per shift to cover overlap, lunch, and breaks.

28. To assist with staffing and pricing, can the Government provide historical workload information, including:

a. Average daily and monthly incoming call volume; 72 and 2,229

b. Peak-hour call volume; Incumbent to provide.

c. Average call duration; 0:00:23

d. Number of emergency pages, code calls, and other priority notifications processed annually; 0 processed by contractor this FY.

29. How many contractor personnel currently perform this requirement, and what staffing schedule is currently being used to provide the required coverage? 4 telephone-operator positions; Incumbent contractor would have to provide current staffing schedule.

30. Will the Government provide orientation and training on the Cisco Finesse System, paging systems, emergency procedures, and other Government-furnished equipment prior to the start of performance?

Yes

31. Will contractor personnel have the opportunity to shadow incumbent staff during transition?

No

32. Section 5.10(E) requires the Contractor to provide a methodology for handling workload increases exceeding 20 percent. Could the Government clarify the baseline workload used to measure this increase and provide historical examples, if available?

Our baseline workload would be 2,229. In May of 2026 there was a total of 2,661 calls, that is an estimated 20% above our average.

33. Other than the requirement to answer incoming calls within three rings, are there any additional performance metrics or service level requirements (e.g., abandoned call rate, average speed of answer, call handling time, quality assurance metrics) that will be used to evaluate contract performance?

Less than 5% abandon-rate.

34. Please identify the current incumbent contractor and advise whether the incumbent workforce is covered by a collective bargaining agreement (CBA).

The current contract is available on FPDS and will not be provided.