36C26222Q0816.docx

Sources Sought Notice Sources Sought Notice

GENERAL INFORMATION

SET-ASIDE

Department of Veterans Affairs NCO 22 - Gilbert Network Contracting 335 East Germann Road Gilbert AZ 85297

POINT OF CONTACT*

Contract Specialis Leah Masterson doreen.masterson@va.gov Contract Specialist

PLACE OF PERFORMANCE

650 East Indian School Road

Phoenix CA

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

This is a SOURCES SOUGHT ANNOUNCEMENT ONLY. It is neither a solicitation announcement nor a request for proposals or quotes and does not obligate the Government to award a contract. Requests for a solicitation will not receive a response. Responses to this sources sought must be in writing. The purpose of this sources sought announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service-Disabled Veteran Owned Small Businesses, Veteran Owned Small Businesses, 8(a), HubZone and other Small Businesses interested and capable of providing the services described below. Documentation of technical expertise must be presented in sufficient detail for the Government to determine that your company possesses the necessary functional area expertise and experience to compete for this acquisition. Responses to this notice shall include the following: (a) company name (b) address (c) point of contact (d) phone, fax, and email (e) UEID number (f) Cage Code (g) Tax ID Number (h) Type of small business, e.g. Services Disabled Veteran Owned small Business, Veteran-owned small business, 8(a), HUBZone, Women Owned Small Business, Small disadvantaged business, or Small Business HUBZone business and (i) must provide a capability statement that addresses the organizations qualifications and ability to perform as a contractor for the work described below. Please list work that your company has performed on contract within the last 5 years.

Contractor shall provide a non-personnel services contract in which the contractor shall provide Veteran Town Hall Telecommunications for Phoenix Veterans Affairs Health Care System (Statement of Work attached) Important information: The Government is not obligated to, nor will it pay for, or reimburse any costs associated with responding to this sources sought synopsis request. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. The VA is mandated by Public Law 109-461 to consider a total set-aside for Service-Disabled Veteran Owned Small Business set aside. However, if response by Service-Disabled Veteran Owned Small Business firms proves inadequate, an alternate set-aside or full and open competition may be determined. No sub-contracting opportunity is anticipated. The North American Classification System (NAICS) code for this acquisition is 517919 (35 million).

Notice to potential offerors: All offerors who provide goods or services to the United States Federal Government must be registered in the System for Award Management (SAM) at www.sam.gov and complete Online Representations and Certifications Application (ORCA). Additionally, all Service-Disabled Veteran Owned Businesses or Veteran Owned Businesses who respond to a solicitation on this project must be registered with the Department of Veterans Affairs Center for Veterans Enterprise VetBiz Registry located at http://vip.vetbiz.gov. All interested Offerors should submit information by e-mail to doreen.masterson@va.gov.

All information submissions to be marked Attn: Leah Masterson, Contracting Specialist and should be received no later than 3:00 pm PDT on May 5, 2022.

STATEMENT OF WORK (SOW)

Tele Town Hall Phoenix VA Health Care System

Date: 4/28/2022

Task Order Number:

Follow-on to Contract and Task Order Number:

1. Contracting Officer’s Representative (COR)

Section:

Address:

Fax Number:

2. Background.

This is a non-personnel services contract in which the contractor shall provide Veteran Town hall Telecommunications for Phoenix Veterans Affairs Health Care System. (PVAHCS).

Several laws and directives for VHA require that health care systems provide regular opportunities for patients and community members to give feedback and interact with health care system employees (Comprehensive Addiction and Recovery Act (CARA) 2015, VHA Directive 0801).

The introduction of Tele-Town Hall services, the service dials participating veterans simultaneously and connect them to a live interactive Tele-Town hall experience. Tele-Town hall events interact live with thousands of VA stakeholders, including patients, Veteran Service Officers, and VA staff, in minutes through Bi-Annual or Quarterly town hall-style meeting conducted over the telephone and web. Tele-Town hall programs rapidly dial out to a list of phone numbers provided by the West Texas VA. The targeted audience receives a personalized, pre-recorded message inviting them to remain on the line if they wish to be transferred automatically to the live Tele-Town Hall event.

3. Scope.

The purpose of this contract is to serve the PVAHCS and the Community Based Outpatient Clinics using Tele-Town. Phoenix VA supports 10 Community Based Outpatient Clinics, Globe, Midtown, Northeast, Northwest, Payson, Show Low, Southwest, Southeast, Thunderbird and Phoenix 32nd Street. Tele-Town Halls are designed to allow feedback from Veterans, family members and other stakeholders. The PVAHCS will conduct multiple town halls yearly. Tele-Town halls will allow PVAHCS to reach each region multiple times a year. This will allow all Veterans in the health care system to have an opportunity to participate, work closely with senior leadership and provide feedback on their experiences.

The benefits of Tele-Town Hall services are: Allows every Veteran who is connected to the call an opportunity to leave a message for the VA with any issues, questions, or feedback and the VA returns that call within 48 hours. Allows some Veterans the opportunity to ask questions live on the call, getting immediate responses from subject matter experts and providing that same information for the other callers on the line. Provides an opportunity for the health care system to give critical updates and program highlights to hundreds of Veterans at a time. There is no other platform in use that has the same reach and scope. PVAHCS asks survey questions during the call to get real time feedback from Veterans and collect valuable information from the callers. For instance, “press 1 if you use My HeathE Vet, press 2 if you have signed up and don’t use it, and press 3 if you want more information and help getting signed up for My HealthE Vet.” Tele- Town Hall provides a report with the phone numbers of those who pushed 3 and the My HeathE Vet coordinator calls the patient to sign them up for the service. Veterans who have a difficult time traveling or ambulating have an opportunity to connect with VA leadership without leaving their home or place of residence. VA can connect with multiple demographics of Veterans, like OEF-OIF Veterans, Women Veterans, and recently separated from service veterans, among others, who are traditionally hard to connect with for a variety of reasons.

4. Specific Tasks.

Customer service including call set up, operator assistance during the call, and reports from the call to use for follow-up and tracking.

10,000 direct calls per event, including a pre-event call alerting the recipients of the upcoming teleconference event and a recorded call from the director initiating the event and connecting callers to the live teleconference.

Dashboard for call screeners, speakers, and collectors to manage the call during the event, including chat windows to keep staff connected, a speaker queue for the call coordinator to see that indicates who is waiting to speak on the line, and a rating system to indicate to the coordinator which calls should be taken in what order.

Call scripts, control sheets, and pre-call training to assist the coordinator with full preparation for the teleconference event.

Voicemail recordings of callers who opted to leave a message.

Full call event reports, including survey question responses, call volume, call participant duration, speaker queue reports, and more.

5. Performance Monitoring

6. Security Requirements. N/A

7. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI). N/A

8. Other Pertinent Information or Special Considerations.

a. Identification of Possible Follow-on Work. N/A

b. Identification of Potential Conflicts of Interest (COI). N/A

Privacy Act due to the possibility that confidential medical record information may be accessible and/or visible to contractor employees during performance of their daily duties. The contractor shall obtain a signed “Confidentiality Certificate” from each employee prior to allowing them to start work under this contract. The contractor shall keep a copy of confidentiality certificate on site for inspection purposes.

d. Packaging, Packing and Shipping Instructions. N/A

e. Inspection and Acceptance Criteria. N/A

9. Risk Control. N/A.

10. Place of Performance.

11. Period of Performance.

The contract will be for one year, with an addition four (optional) years.

12. Delivery Schedule.

To be determined

13. Type of Contract.:

The government will award a Firm Fixed Price contract

14. Contract Changes.:

If the contractor receives a request from VA personnel directing or requesting work that the contractor believes is not within the terms of the PWS or the contract, then the contractor must notify the government PM and the Contracting Officer of the request. The only person that has the authority to modify the terms of the contract or request work for which compensation will be provided is the Contracting Officer.

15. Invoicing.: All invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests. VA’s Electronic Invoice Presentment and Payment System – The FSC uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission.

Please go to this website: http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge. More information on the VA Financial Services Center is available at http://www.fsc.va.gov/einvoice.as

Sources Sought Notice