36C79118R0009-0002000.docx

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) 11-20-2018 Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden

CO

80401-5621 Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden

CO

80401-5621 To all Offerors/Bidders

36C79118R0009 10-25-2018

X X X

See the Continuation Page.

James J. Moran Contracting Officer

CONTINUATION PAGE

The purpose of Amendment 0002 to Solicitation # 36C79118R0009 is as follows:

1) Check the box at FAR 52.204-15 Service Contract Reporting Requirements for Indefinite-Delivery Contracts in 52.212-5 Contract Terms and Condition required to Implement Statues or Executive Orders – Commercial Items

2) Correct the typographical error in Section B.3 Performance Work Statement, paragraph 4. Period of Performance.

The base contract is effective from the date of award to September 30, 2019.

3) Change the following paragraph in 3.8.1 of Section B.3 Performance Work Statement

From:

“The contractor shall provide, at a minimum, their own telephony system with toll-free telephone lines, warm transfer capabilities, automated phone call back, virtual hold and an Interactive Voice Response (IVR) that mirrors the existing VA IVR for provider calls. The contractor must offer support for English and Spanish speaking and hearing/vision impaired callers. Additionally, the phone system must allow for after-call surveys via the IVR, with reporting on the results correlated to the agent who handled the call. The IVR survey questions must mirror that of the VA, one for customer satisfaction (CSat) and one for first call resolution (FCR). Currently, the questions are:

To:

“The contractor shall provide, at a minimum, their own telephony system with toll-free telephone lines, warm transfer capabilities, automated phone call back, virtual hold and an Interactive Voice Response (IVR) that mirrors the existing VA IVR for provider calls. The contractor will provide 100% call recordings, 20% screen capture recordings and store recordings for six (6) years. The contractor must offer support for English and Spanish speaking and hearing/vision impaired callers. Additionally, the phone system must allow for after-call surveys via the IVR, with reporting on the results correlated to the agent who handled the call. The IVR survey questions must mirror that of the VA, one for customer satisfaction (CSat) and one for first call resolution (FCR). Currently, the questions are:

4) Change the following paragraph in 3.8.1 of Section B.3 Performance Work Statement

From:

“The contractor must have call center capabilities available for initial testing by a VA project management team POC no later than 30 days after the date of contract award and demonstrate, at a minimum, that:

To:

“The contractor must have call center capabilities available for initial testing by a VA project management team POC no later than 30 days after the date of contract award and demonstrate, at a minimum, that:

5) Change the following paragraph in 3.8.5 of Section B.3 Performance Work Statement

From:

“The contractor shall meet with VA quarterly at VA designated locations as part of Program Management Review (PMR) meetings. During these quarterly PMR meetings, the contractor must always review contract performance metrics related to current customer services activities, call center performance metrics, and Provider Satisfaction Survey results to maintain an effective customer service relationship between the contractor and the VA. Additional meetings related to customer service activities may be requested at the discretion of VA, if needed.”

To:

“The contractor shall meet with VA quarterly at VA designated locations, or virtually/telephonically, as part of Program Management Review (PMR) meetings. During these quarterly PMR meetings, the contractor must always review contract performance metrics related to current customer services activities, call center performance metrics, and Provider Satisfaction Survey results to maintain an effective customer service relationship between the contractor and the VA. Additional meetings related to customer service activities may be requested at the discretion of VA, if needed.”

6) Change the following paragraph in 13.0 of Section B.3 Performance Work Statement

From:

“The Government and the contractor shall participate in regularly scheduled and ad hoc operational meetings. The Government will inform the contractor of the time, location, and agenda, content, or purpose of these meetings. The Government will schedule these meetings with sufficient advanced notice to the contractor to allow time for preparation and to coordinate attendance. The contractor may request rescheduling for any reason.”

To:

“The Government and the contractor shall participate in regularly scheduled and ad hoc operational meetings. The Government will inform the contractor of the time, location (virtual/telephonic attendance permitted), and agenda, content, or purpose of these meetings. The Government will schedule these meetings with sufficient advanced notice to the contractor to allow time for preparation and to coordinate attendance. The contractor may request rescheduling for any reason.”

7) Provide answers to the questions submitted by November 9, 2018. The questions and corresponding answers are attached.

All other terms and conditions remain unchanged.

See attached document: CPS Consolidated Offeror Questions and Answers.

See attached document: Family Member and Carousel_Speech Self Service_VUI_v1.16_20140606.113542 v2.

See attached document: Provider call data.

See attached document: C4 IVR Flow 11417.