Amendment 36C26126Q0978 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)

0001 08-06-2026

Not Applicable

Department of Veterans Affairs

Network Contracting Office (NCO) 21

Department of Veterans Affairs

Network Contracting Office (NCO) 21

To all Offerors/Bidders

36C26126Q0978

07-23-2026

X

X X

X 1

The purpose of this amendment is to address:

- A correction to technical factor 2

- Respond to Questions

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 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.

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. The solicitation requires offerors to provide five contracts performed during the past five years, with a past performance survey submitted for each reference. Considering the scope of this requirement is for thirteen (13) telephone operators providing 24/7 switchboard services, would the Government consider reducing the past performance requirement from five (5) contracts to three (3) relevant contracts, allowing offerors to provide their most recent and relevant experience while reducing the administrative burden on both offerors and Government references?

Yes, we would consider this.

2. The solicitation requires past performance surveys to be completed by the references and submitted directly to the Contracting Officer by the solicitation closing date. For Federal contracts where an official CPARS evaluation is available, will the Government accept the most recent CPARS evaluation in lieu of a completed past performance survey?

Factor 2 states past performance surveys and CPARS will be evaluated.

3. Will the Government provide the required survey form and submission instructions for offerors to distribute their references?

Uploaded to SAM.gov and attached.

4. We understand that offerors are not required to submit resumes for the thirteen (13) telephone operators with their quotations and that only the names of the proposed individuals are required at the time of submission. Please confirm our understanding.

Yes, that is correct, resumes are not required.

5. Given the requirement to identify thirteen (13) proposed personnel, provide five (5) past performance experiences with agency references, and coordinate submission of past performance surveys directly to the Contracting Officer, would the Government consider extending the solicitation closing date? An extension would provide offerors adequate time to finalize proposed personnel and past performance information, particularly since the solicitation does not appear to include the required past performance survey form and clarification is still needed regarding the survey submission requirements.

No extension will be provided.

6. Factor 1 requires five staffing histories within the past five years and refers to experience by the offeror's firm. May clearly attributed experience of a proposed certified SDVOSB similarly situated subcontractor and/or named key personnel be evaluated under this technical factor, or must the prime offeror itself possess all five histories?

If your first-tier subcontractor is a certified SDVOSB (Service-Disabled Veteran-Owned Small Business) or VOSB (Veteran-Owned Small Business) and is also considered "small" under the assigned NAICS code for that subcontract, then their work can be counted as “similarly situated” under FAR 52.219-14 and VAAR 852.219-75.

7. Factor 2 expressly provides neutral treatment when an offeror has no past performance.

Please confirm whether the absence of specific histories under Factor 1 is also not an automatic disqualifier when vendor submits a detailed staffing, recruiting, management, and certified-SDVOSB teaming approach.

Vendor will need to provide a response to all portions of Factor 1.

8. Please provide available historical workload data, including average monthly and annual call volume, call volume by shift, peak-hour volume, emergency/alarm activity, abandoned-call rate, average answer time, and seasonal or surge patterns.

Please see the attached.

CSQ Agent

Summary Report 2025.xlsx

CSQ Agent

Summary Report-CSQ Agent Summary Report.xlsx

9. Please clarify whether the stated thirteen telephone operators represent total headcount, thirteen concurrent positions, or the Government's current staffing estimate. The PWS otherwise states that the contractor determines the staffing and shift schedule required to provide continuous coverage.

Thirteen telephone operators does represent the total headcount. It is also the current headcount.

10. Please provide the current staffing/shift configuration, vacancy or turnover history, and any applicable incumbent collective-bargaining agreement, successor agreement, or wage/fringe obligations not contained in the referenced wage determination.

There are thirteen total telephone operators. Turnover has been very low over the contract period. The most staffing is needed M-F 8:00am to 4:30pm. The other shifts can get by with one or two staff. The graveyard shift requires just one operator. There are no collective bargaining agreements.

11. Please confirm that work performed by a certified SDVOSB/VOSB first-tier subcontractor that is small under the assigned subcontract NAICS may count as similarly situated under FAR 52.219-14 and VAAR 852.219-75.

If your first-tier subcontractor is a certified SDVOSB (Service-Disabled Veteran-Owned Small Business) or VOSB (Veteran-Owned Small Business) and is also considered "small" under the assigned NAICS code for that subcontract, then their work can be counted as “similarly situated” under FAR 52.219-14 and VAAR 852.219-75.

12. Will the CPARs be reviewed if the government personnel don't fill out the PPQ?

PPQ & CPARS will be reviewed as indicated in the solicitation.

13. Is subject effort a new requirement or a follow-on to an existing contract? If the latter, can I please find out the incumbent contractor's name and contract number?

Please see FPDS for current incumbent information.

14. PWS 5.3 (p. 11) requires "thirteen (13) continuous telephone operator services twenty-four (24) hours per day, seven (7) days per week" and states the Government requires thirteen operators for this coverage. Please confirm whether "thirteen operators" means thirteen positions staffed concurrently at all times, or thirteen total employees/FTE. Thirteen continuously staffed positions would require roughly 55 FTE to sustain, whereas thirteen total FTE would staff roughly three concurrent positions.

Thirteen staffed positions will be used to staff 24/7 with the number on duty depending on the time of day. The graveyard shift requires just one operator on duty

15. The CLIN is priced per month (pp. 5-6) with no stated hour quantity or number of concurrent positions. Please state the number of operators expected on duty simultaneously by shift and the total annual productive labor hours expected.

The number of operators on duty will be determined by the vendor.

16. The companion Fresno solicitation (36C26126Q0597) prices this same service by the hour with a stated quantity, while this solicitation prices by the month. Please confirm the intended pricing and staffing basis for Palo Alto (concurrent positions, total FTE, or total annual hours) This solicitation is a separate solicitation from Fresno and is not based on an hourly rate.

17. The Instructions (Factor 1, Staffing, p. 57) direct offerors not to list individuals not presently employed by the firm, while the Evaluation criteria (Factor 1, p. 60) 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.

Non-employee candidates with a signed letter of intent are permitted to be listed.

18. 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?

They are needed at quote submission.

19. 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.

They are not required.

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

The per-operator staffing chart can be presented by position or shift.

21. In the Evaluation criteria (Factor 1, Staffing, p. 60), the solicitation states the Government will assess the vendor's ability to "provide the required positions at SFVAHCS" (San Francisco VA Health Care System). This appears to be a carryover from the San Francisco solicitation.

Please confirm the place of performance is the VA Palo Alto Health Care System (VAPAHCS) and that no San Francisco-specific requirements apply.

Correct, this was a typographical error.

22. The Instructions (Factor 2, p. 57) require "five (5) contracts ... during the past 5 years" but then assess recency "within the past 2 years," while the Evaluation criteria (p. 61) reference the past 5 years. Please confirm the governing recency period (2 years or 5 years) and the number of references required.

The correct amount should be 5 years.

23. Please confirm whether past performance surveys are mandatory, the required form, the submission method, and the deadline for reference submissions.

Per the solicitation instructions, please have past performance surveys submitted by the deadline of the solicitation. Submitted by whomever is completing the survey directly to contracting officer.

24. The Instructions (p. 56) state the quote is prepared "in three parts" but name only two, while the NOTE lists three separate PDFs. Please confirm the number and titling of volumes/files required.

Technical, Past Performance, and price should all be submitted in separate PDFs.

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

Wage Determination attached and uploaded to SAM.gov. Please reference clause 52.222-42.

26. Please confirm what equipment, systems access, training, and workspace are Government-furnished versus contractor-furnished.

These are all government-furnished.

27. Location states Palo Alto, CA. Is remote or virtual work allowed?

Yes, virtual work is allowed, but there must always be at least one operator physically on site at the VA Palo Alto Main Division 24/7.

28. Please provide definition and measurement of “normal telephone workload” to allow for accurate 20%+ surge planning. Also are there known surge events, such as peak dates or seasonality?

There are no known surge events. The busiest workload times are M-F 8:00am to 4:30pm.

29. Please provide 12+ months of historical call data to determine appropriate staffing levels and work schedules. Including: call volume (by day of week and interval), AHT, and type (emergency code, alarm, radio, OB, paging, etc) Please see the attached.

30. Please provide current schedules and actual staff by interval Please see the attached

31. Please provide current abandonment rate, average speed of answer, and percentage answered within 3 rings The average speed to answer has been 16 seconds, the average hold time has been 37 seconds, and the abandon rate has been 2.03%. No data on 3 rings.

32. Submission Instructions #2 states that “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).” If the offeror does not have a CPAR for its referenced past performance because they work was performed as a subcontractor, or because the work was for a commercial client and not the US Federal Government, may the offeror submit an alternate client evaluation or a letter, instead of a CPAR? [NOTE: I see that there is a separate file for a past performance reference, and though it is not described as such, I would assume that this is what we would use in lieu of a CPAR. However, the past performance form is very brief – would we be able to submit any additional information (assuming we had something) that could further substantiate our performance?] Past performance surveys should be submitted with responses to the RFQ.

33. There are no pricing forms or instructions other than the monthly price, which is to be filled in on the Section B.2 tables. Is there no other pricing data required? How will the Government ensure that all offerors are in compliance with contract requirements, including but not limited to the prevailing Wage Determination for Palo Alto?

The Contracting Officer will be reviewing pricing from the offerors to ensure compliance with the contract requirements, including but not limited to the prevailing Wage Determination for Palo Alto.

34. Can the Government please provide the Occupation Codes that are in use under the current contract? There are several that appear to be appropriate, and by providing the currently-used Occupation Codes, the Government can minimize or eliminate the risk of an offeror using an incorrect Occupation Code (or codes), which could result in an unacceptable amount of employee turnover if an Occupation Code with a lower hourly wage is implemented on the program.

Please reference attached Wage Determination 2015-5641 for the appropriate hourly wage rates.

35. Will the Government require all offerors to provide a signed statement to the effect that they acknowledge and agree to implement all of the Health and Welfare benefits as required by Service Contract Act WD # 2015-5641, revision 30? This includes vacation, sick leave, holidays, etc.

No statement will be required as it is included within the performance work statement as a requirement of the contract.

36. The PWS states that the Contractor shall provide thirteen operators for continuous 24-hour, 7-day coverage, while also stating that the Contractor will determine the staffing levels and schedules necessary to maintain uninterrupted service. Please clarify whether the requirement is for 13 total operators/FTEs distributed across all shifts or thirteen operator positions staffed concurrently at all times.

The staffing level of a total of 13 will be maintained at all times, but the scheduling for coverage 24/7 will be determined by the Contractor.

37. Please provide the anticipated contract award date and the transition period available before the October 1, 2026 start date. Please also clarify the expected duration and scheduling of VA orientation, system training, badging, and personnel suitability processing, and whether incumbent personnel who are already trained and credentialed may continue performing without interruption during the transition.

A 45 day transition period is the goal. The hope is that all of the 13 incumbent personnel may continue performing without interruption during the transition, and will be hired by the new vendor.

38. The solicitation lists the VAPAHCS Quality Assurance Surveillance Plan as Attachment 2.

Please confirm whether the QASP will be provided by amendment before the quotation due date.

QASP has been uploaded to SAM.gov, please see attached.

39. Factor 1 on page 57 permits an offeror that does not currently employ telephone operators to submit a narrative explaining how it will recruit the required personnel and instructs offerors not to identify individuals who are not currently employed. Page 60 states that proposed personnel must be supported by proof of employment or, if not employed by the offeror, a signed letter of intent and readiness date. Please confirm whether the following are three acceptable staffing submission approaches:

a. Thirteen current employees supported by proof of employment;

This is acceptable.

b. Thirteen identified nonemployees, each supported by a signed letter of intent and readiness date; or

c. A detailed recruiting, incumbent-capture, and staffing plan without 13 named or committed individuals.

B is acceptable, and C is acceptable.

40. For option (c), may the staffing chart identify positions as Operator 1 through Operator 13 rather than naming individuals, and will an offeror be evaluated less favorably solely because it proposes a recruiting plan instead of existing or committed personnel?

No, it will not.

41. Please confirm whether “thirteen operators” means 13 total individual employees, 13 full-time equivalents, or 13 operator positions that must be staffed concurrently. Please also provide the minimum number of operators required on duty during each shift, including weekdays, nights, weekends, and federal holidays, and clarify whether relief personnel and alternates are included within or are additional to the 13 required operators.

Please see response above to similar questions.

42. Please confirm whether an onsite supervisor is mandatory and identify the minimum required onsite supervisory coverage. May a supervisor also work as an operator and count toward the 13 required operators? Additionally, does the reference to a Project Manager in PWS 5.8 establish a separate required position, or may the supervisor perform the Project Manager function? If a separate Project Manager is required, please identify the required hours, onsite expectations, minimum qualifications, and whether a resume or commitment documentation must be submitted.

The 13 total staffing includes a supervisor, who may also work as an operator. The COR is the Project Manager, and there is no requirement for a separate position. The supervisor is expected to be onsite most of the time, but can work from home on occasion.

43. Please provide Attachment 1, Wage Determination 2015-5641; Attachment 2, the VAPAHCS Quality Assurance Surveillance Plan; and Attachment 3, the Past Performance Survey, including all instructions for completing and submitting the survey. The solicitation lists these attachments, but they are not included in the solicitation file provided.

These documents have all been uploaded to SAM.gov. They are also attached.

44. Please provide historical workload data by hour, day, shift, weekend, and holiday, including inbound internal and external calls, outgoing-call assistance, paging requests, radio traffic, code calls, alarms, emergency calls, equipment trouble calls, and other operator transactions.

Please also identify the normal workload baseline and measurement period that will be used to determine when volume “exceeds 20%” of normally received workload.

Please see response above to similar questions.

45. Please reconcile the requirement to answer all incoming calls within three rings with the evaluated ability to average less than ten seconds to answer all operator-line calls. Please define the measurement method, reporting interval, calculation, exclusions, treatment of abandoned or disconnected calls, and performance threshold for each standard. Please also define the required calculation for the less-than-5% abandonment standard and identify how emergency or priority calls affect these.

The current KPI goals are: ASA less than 20 seconds, AHT less than 40 seconds, and Abandon rate less than 5%. The 3 rings falls under the 20 seconds ASA.

46. The work is performed at the VA Palo Alto facility using Government-furnished facilities and equipment, but the contractor must maintain continuity during inclement weather, employee outages, and other disruptions. Please identify the continuity solutions the Government will permit, including whether remote operation, an alternate VA site, or remote access to Cisco Finesse and paging systems will be authorized. If performance must remain on-site under all circumstances, please describe Government expectations during facility closures, transportation disruptions, or conditions that prevent personnel from reaching the facility.

At least one operator is required on site at all times. The expectation is that the operator on duty at the time of the emergency will need to take direction from the VA Police and hospital leadership.

47. Please provide the anticipated award date, transition-in period, and the required date by which all operators must complete orientation, system training, Tier 1/Low Risk vetting, badging, and access provisioning. Please identify the estimated duration and schedule of operator training, whether training may occur before October 1, 2026, whether incumbent knowledge transfer will be provided, and whether personnel may begin work under interim access while final vetting or PIV processing is pending.

Please see response above to similar questions.

48. Please provide an inventory and quantity of the operator workstations, Cisco Finesse positions, telephone instruments, radios, paging equipment, code-call lines, alarm interfaces, computers, and other equipment that will be available. Please clarify whether the contractor’s responsibility to supervise audits, supplies, and maintenance of alarm and telephone systems is limited to monitoring, logging, and escalating issues to VA OIT or the applicable service provider, or whether the contractor must perform any technical maintenance, repair, configuration, or supply replacement. Will the Government offer a site visit before quotations are due?

There are 13 workstations. Each workstation has a PC and Cisco Finesse telephone. There is also one hard wired phone for Code Calls, which is x65500. The vendor is not expected to do any maintenance or repairs. Issues will need to be escalated to VA OIT, the COR, or Engineering, as appropriate. The contractor does need to keep track of their metric or KPI’s on a monthly basis, and report the result to the COR. We would welcome a site visit before quotations are due, if desired.

49. Please provide the complete list of required operational, staffing, performance, incident, complaint, equipment, and management reports, including required formats, data elements, submission frequency, due dates, recipients, and retention requirements. Please also identify any required agenda, dashboard, or written deliverable for the monthly Performance Evaluation Meeting.

50. The monthly KPI report is the only report that we have been currently using.

51. Please confirm whether the five staffing histories required under Factor 1 may be the same projects as the five contracts submitted under Factor 2. Are five projects mandatory when an offeror possesses five qualifying projects, and may an offeror submit fewer without being considered technically noncompliant? Must a Past Performance Survey be submitted for every Factor 2 contract? Please also reconcile the page 57 statement that CPARS recency is within two years with the page 60-61 evaluation period of five years and define the criteria for “similar size and magnitude.”

Please see response above to similar questions.

52. Please identify which IT security requirements apply to this onsite operator service using

Government-furnished facilities, systems, and equipment, including whether the contractor must obtain or maintain a BAA, CSCA, PIA, C&A/authorization, POA&M, System Security Plan, contingency plan, or MOU-ISA. Please also provide the omitted remediation periods in Sections 4.j and 4.k and the omitted liquidated-damages amount per affected individual in Section 7.d.

All staff will need back ground checks and will need to complete the 2 Privacy and HIPPA training classes annually. No other IT requirements are required. We are unable to provide omitted remediation period in Section 4.k and the omitted liquidated-damages amount.

53. Please confirm that the requirement to provide positions at “SFVAHCS” is intended to refer to the VA Palo Alto Health Care System, VAPAHCS.

It should state VAPAHCS, SFVAHCS was a typographic error.

54. Factor #2 Past Performance requires offerors to provide five (5) contracts held during the past five (5) years and references Past Performance Surveys associated with those contracts. If an offeror provides (3) completed Past Performance Surveys associated with recent, highly relevant, large and complex VA contracts of similar or greater size, scope, and magnitude than this requirement, will the offeror receive full consideration under Factor #2 Past Performance?

(We note that the recent VACCHCS Telephone Operator RFQ used "up to five" completed surveys as its Past Performance requirement.)

VACCHCS is a completely separate solicitation from this location, please follow the instructions for this solicitation. Past performance requirement is revised in factor 2.

55. Factor #2 requests five (5) contracts held during the past five (5) years. Is five the minimum number of contract references required for evaluation, or may the Government evaluate fewer references when those references demonstrate highly relevant experience of similar size, scope, and complexity?

Past performance requirement is revised in factor 2.

56. Factor #2 states that Past Performance Surveys should be sent directly to the Contracting Officer by the solicitation closing date. Please confirm whether completed surveys must (1) be submitted directly by the evaluator, (2) be included within Factor Two – Past Performance, or

(3) both.

Past Performance Surveys should be submitted directly to Contracting Officer by the evaluator.

57. Should completed Past Performance Surveys be incorporated within Factor Two – Past Performance, included as appendices to Factor Two, or submitted as separate attachments outside the Past Performance volume?

Past Performance Surveys should be submitted directly to Contracting Officer by the evaluator.

58. Factor #2 requests the primary function and key agency contact associated with submitted contract references. Beyond identifying the key agency contact, does the Government require offerors to provide additional contact information (e.g., title, phone number, email address) for each reference?

This information is not required, but would be appreciated.

59. Can the Government provide the current number of filled positions and vacant positions supporting this requirement, as well as staffing levels by shift, to assist offerors in developing staffing and recruitment approaches?

Please see response above to similar questions.

There are currently 13 filled positions, and no vacant positions. The M-F 8:00am to 4:00pm day shift needs the most coverage, and the staffing level is determined by the vendor.

60. If an offeror intends to recruit incumbent personnel currently performing these services but does not have access to incumbent employee names prior to award, may the offeror submit a staffing approach, shift coverage plan, and incumbent-retention strategy in lieu of incumbent employee names or letters of intent?

Yes, but changes to the plan will be necessary.

61. Can the Government provide historical call-volume data, average monthly call statistics, or historical workload surge information to assist offerors in developing staffing, scheduling, and continuity-of-operations plans?

Please see response above to similar questions.

62. How will the Government measure compliance with any call-answering, abandon-rate, response-time, or related service-level requirements, and what reporting source will be considered authoritative for performance evaluation purposes?

Please see response above to similar questions.

63. Please confirm whether Factor Three – Price should contain only the completed pricing schedule, or whether supporting pricing assumptions and narrative explanations may also be included.

Price schedule should be submitted as instructed in the solicitation.

64. Beyond the communications systems identified in the PWS, are there any additional telecommunications, paging, call-routing, emergency notification, radio, or communications platforms that contractor personnel will be required to use during contract performance?

Please see response above to similar questions.

65. Can the Government confirm whether the QASP metrics and surveillance methods contained in the solicitation represent the complete set of performance measures that will be used to evaluate contractor performance after award?

Please refer to the QASP.

66. Will contractor personnel be provided Government-furnished equipment, workstations, telephones, system access, user accounts, and required software licenses, or should offerors include those items within their pricing approach?

Yes, the government will supply all needed equipment. This includes lap tops for remote work.

67. Can the Government provide the anticipated timeline for background investigations, badging, account provisioning, and facility access for newly hired contractor personnel?

Background checks can take over a month. Badging, account provisioning, and facility access can be done within a few days.

68. Can the Government provide any incumbent transition assumptions, onboarding expectations, or transition support that offerors should consider when developing staffing and operational approaches?

By hiring the current or incumbent 13 telephone operators much time will be saved. Their access and PIV badges will need to be renewed, but this should take days not weeks.