Solicitation Switch Board Operators 8-20-2025.pdf

Combined Synopsis/Solicitation Notice

*= Required Field Combined Synopsis/Solicitation Notice

SUBJECT* Switchboard Operator Services (VA-25-00046964)

GENERAL INFORMATION

CONTRACTING OFFICE’S ZIP CODE* 77056-5643

SOLICITATION NUMBER* 36C25625Q1388

RESPONSE DATE/TIME/ZONE 09-04-2025 13:00 CENTRAL TIME, CHICAGO,

USA

ARCHIVE 5 DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS N

SET-ASIDE SDVOSBC

PRODUCT SERVICE CODE* DD01

NAICS CODE* 561421

CONTRACTING OFFICE ADDRESS Department of Veterans Affairs

Network Contracting Office 16

5075 Westheimer Road, Suite 750

Houston TX 77056-5643

POINT OF CONTACT*

Oney Kelly

Oney.kelly@va.gov

Oney.Kelly@va.gov

713-791-1414

PLACE OF PERFORMANCE

ADDRESS 2002 Holcombe BLVD

Houston TX 77030

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

Switch Board Operators

The Contractor shall provide all labor, supervision, transportation, and other items/services necessary to perform Telephone Operator / Switchboard services as a prime contractor to Michael E. DeBakey Veterans Affairs Medical Center (MEDVAMC), located at 2002 Holcombe Boulevard, Houston, TX 77030. Contractor shall have no less than 3 years past experience.

See attached solicitation, questionnaire and relevant experience.

All emails to be submitted shall have naming convention as follows:

36C25625Q1388-Switch Board Operator Services.

See attached document: Solicitation Switch Board Operators 8-20-2025.

See attached document: SO2-C-Relevant Project Experience.

See attached document: Attachment 2 Past Performance Questionnaire to Vendor.

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. UEI: EFT:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

36C25625Q1388 08-20-2025

Oney Kelly/Contracting Officer 713-350-2943 09-04-2025

13:00 CDT

36C256

Department of Veterans Affairs

Network Contracting Office 16

5075 Westheimer Road, Suite 750

X 100

X

561421

$19 Million

N/A

X

36C580

Department of Veterans Affairs

Michael E. DeBakey VA Medical Center

Receiving Warehouse Building 100

2002 Holcombe BLVD

Houston TX 77030-4298

36C256

Department of Veterans Affairs

Network Contracting Office 16

36C580

FSC e-Invoice Payment http://www.fsc.va.gov/fsc/einvoice.asp

Invoice Setup Information 1-877-489-6135

Invoice must be submitted electronically

See CONTINUATION Page

Contractor to provide Switch Board Services for the

Houston MEDVAMC. See PWS for details.

Service Contract Act WD #: 2015-5233

Requirement is for base plus 4 option periods.

Contractor shall submit by due date:

1. Bid/Quote

2. Past Performance Questionnaire

3. Relevant Experience

Contractor shall sign 852.219-75 and submit with response.

Question shall be submitted by 08/26/2025 @ 12 noon cst.

Contractor shall ensure all documents submitted in separate

Emails bear the solicitation number as reference.

Contractor shall be registered in sam.gov and VetCert

See CONTINUATION Page x X x 1

Oney E. Kelly

Contracting Officer

36C25625Q1388

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 IT CONTRACT SECURITY

B.3 PRICE/COST SCHEDULE

ITEM INFORMATION

B.4 DELIVERY SCHEDULE

SECTION C - CONTRACT CLAUSES

C.1 52.212-4 CONTRACT TERMS AND CONDITIONS—COMMERCIAL PRODUCTS

AND COMMERCIAL SERVICES (NOV 2023)

C.2 52.222-41 SERVICE CONTRACT LABOR STANDARDS (AUG 2018)

C.3 VAAR 852.215-72 NOTICE OF INTENT TO RE-SOLICIT (OCT 2019)

C.4 52.216-21 REQUIREMENTS (OCT 1995)

C.5 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.6 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000) ...53

C.7 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.8 VAAR 852.211-76 LIQUIDATED DAMAGES – REIMBURSEMENT FOR DATA

BREACH COSTS (FEB 2023) ALTERNATE I (FEB 2023)

C.9 VAAR 852.219-73 VA NOTICE OF TOTAL SET-ASIDE FOR CERTIFIED

SERVICE-DISABLED VETERAN-OWNED SMALL BUSINESSES (JAN 2023)

(DEVIATION)

C.10 VAAR 852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING—

CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION (JAN 2023)

(DEVIATION)

C.11 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS

(NOV 2018)

C.12 VAAR 852.237-75 KEY PERSONNEL (OCT 2019)

C.13 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020) ..61

C.14 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.15 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (JAN 2025) (DEVIATION FEB 2025)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (SEP 2023)

E.2 52.201-1 ACQUISITION 360: VOLUNTARY SURVEY (SEP 2023)

E.3 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.4 52.204-29 FEDERAL ACQUISITION SUPPLY CHAIN SECURITY ACT

ORDERS—REPRESENTATION AND DISCLOSURES (DEC 2023)

E.5 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.6 52.216-1 TYPE OF CONTRACT (APR 1984)

E.7 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.8 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.9 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.10 52.212-2 EVALUATION—COMMERCIAL PRODUCTS AND COMMERCIAL

SERVICES (NOV 2021)

E.11 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (MAY 2024) (DEVIATION

FEB 2025)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C256/Oney Kelly

Department of Veterans Affairs

Network Contracting Office 16

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [x] Upon certification of correct invoice/s

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic

Submission of Payment Requests. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.2 IT CONTRACT SECURITY

VA INFORMATION AND INFORMATION SYSTEM SECURITY AND

PRIVACY LANGUAGE

1. GENERAL. This entire section applies to all acquisitions requiring any Information Security and Privacy language. Contractors, contractor personnel, subcontractors and subcontractor personnel will be subject to the same federal laws, regulations, standards, VA directives and handbooks, as VA personnel regarding information and information system security and privacy.

2. VA INFORMATION CUSTODIAL LANGUAGE. This entire section applies to all acquisitions requiring any Information Security and Privacy language.

a. The Government shall receive unlimited rights to data/intellectual property first produced and delivered in the performance of this contract or order (hereinafter “contract”) unless expressly stated otherwise in this contract.

This includes all rights to source code and all documentation created in support thereof. The primary clause used to define Government and Contractor data rights is FAR 52.227-14 Rights in Data – General. The primary clause used to define computer software license (not data/intellectual property first produced under this contractor or order) is FAR 52.227-19, Commercial Computer Software License.

b. Information made available to the contractor by VA for the performance or administration of this contract will be used only for the purposes specified in the service agreement, SOW, PWS, PD, and/or contract. The contractor shall not use VA information in any other manner without prior written approval from a VA Contracting Officer (CO). The primary clause used to define Government and Contractor data rights is FAR 52.227-14 Rights in Data – General.

c. VA information will not be co-mingled with any other data on the contractor’s information systems or media storage systems. The contractor shall ensure compliance with Federal and VA requirements related to data protection, data encryption, physical data segregation, logical data segregation, classification requirements and media sanitization.

d. VA reserves the right to conduct scheduled or unscheduled audits, assessments, or investigations of contractor Information Technology (IT) resources to ensure information security is compliant with Federal and VA requirements. The contractor shall provide all necessary access to records (including electronic and documentary materials related to the contracts and subcontracts) and support (including access to contractor and subcontractor staff associated with the contract) to VA, VA's Office Inspector General (OIG), and/or Government Accountability Office (GAO) staff during periodic control assessments, audits, or investigations.

e. The contractor may only use VA information within the terms of the contract and applicable Federal law, regulations, and VA policies. If new Federal information security laws, regulations or VA policies become applicable after execution of the contract, the parties agree to negotiate contract modification and adjustment necessary to implement the new laws, regulations, and/or policies.

f. The contractor shall not make copies of VA information except as specifically authorized and necessary to perform the terms of the contract.

If copies are made for restoration purposes, after the restoration is complete, the copies shall be destroyed in accordance with VA Directive 6500, VA Cybersecurity Program and VA Information Security Knowledge Service.

g. If a Veterans Health Administration (VHA) contract is terminated for default or cause with a business associate, the related local Business Associate Agreement (BAA) shall also be terminated and actions taken in accordance with VHA Directive 1605.05, Business Associate Agreements.

If there is an executed national BAA associated with the contract, VA will determine what actions are appropriate and notify the contactor.

h. The contractor shall store and transmit VA sensitive information in an encrypted form, using VA-approved encryption tools which are, at a minimum, Federal Information Processing Standards (FIPS) 140-2, Security Requirements for Cryptographic Modules (or its successor) validated and in conformance with VA Information Security Knowledge Service requirements. The contractor shall transmit VA sensitive information using VA approved Transport Layer Security (TLS) configured with FIPS based cipher suites in conformance with National Institute of Standards and Technology (NIST) 800-52, Guidelines for the Selection, Configuration and Use of Transport Layer Security (TLS) Implementations.

i. The contractor’s firewall and web services security controls, as applicable, shall meet or exceed VA’s minimum requirements.

j. Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor may use and disclose VA information only in two situations: (i) in response to a qualifying order of a court of competent jurisdiction after notification to VA CO (ii) with written approval from the VA CO. The contractor shall refer all requests for, demands for production of or inquiries about, VA information and information systems to the VA CO for response.

k. Notwithstanding the provision above, the contractor shall not release VA records protected by Title 38 U.S.C. § 5705, Confidentiality of medical quality- assurance records and/or Title 38 U.S.C. § 7332, Confidentiality of certain medical records pertaining to drug addiction, sickle cell anemia, alcoholism or alcohol abuse or infection with Human Immunodeficiency Virus (HIV). If the contractor is in receipt of a court order or other requests for the above- mentioned information, the contractor shall immediately refer such court order or other requests to the VA CO for response.

l. Information made available to the contractor by VA for the performance or administration of this contract or information developed by the contractor in performance or administration of the contract will be protected and secured in accordance with VA Directive 6500 and Identity and Access Management (IAM) Security processes specified in the VA Information Security Knowledge Service.

m. Any data destruction done on behalf of VA by a contractor shall be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management, VA Handbook 6300.1, Records Management Procedures, and applicable VA Records Control Schedules.

n. The contractor shall provide its plan for destruction of all VA data in its possession according to VA Directive 6500 and NIST 800-88, Guidelines for Media Sanitization prior to termination or completion of this contract. If directed by the COR/CO, the contractor shall return all Federal Records to VA for disposition.

o. Any media, such as paper, magnetic tape, magnetic disks, solid state devices or optical discs that is used to store, process, or access VA information that cannot be destroyed shall be returned to VA.The contractor shall hold the appropriate material until otherwise directed by the Contracting Officer’s Representative (COR) or CO. Items shall be returned securely via VA-approved methods. VA sensitive information must be transmitted utilizing VA-approved encryption tools which are validated under FIPS 140-2 (or its successor) and NIST 800-52. If mailed, the contractor shall send via a trackable method (USPS, UPS, FedEx, etc.)

and immediately provide the COR/CO with the tracking information. Self-certification by the contractor that the data destruction requirements above have been met shall be sent to the COR/CO within 30 business days of termination of the contract.

p. All electronic storage media (hard drives, optical disks, CDs, back-up tapes, etc.) used to store, process or access VA information will not be returned to the contractor at the end of lease, loan, or trade-in. Exceptions to this paragraph will only be granted with the written approval of the VA

CO.

3. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS. This section applies when any person requires access to information made available to the contractor by VA for the performance or administration of this contract or information developed by the contractor in performance or administration of the contract.

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees and subcontractors only to the extent necessary to perform the services specified in the solicitation or contract. This includes indirect entities, both affiliate of contractor/subcontractor and agent of contractor/subcontractor.

b. Contractors and subcontractors shall sign the VA Information Security Rule of Behavior (ROB) before access is provided to VA information and information systems (see Section 4, Training, below). The ROB contains the minimum user compliance requirements and does not supersede any policies of VA facilities or other agency components which provide higher levels of protection to VA’s information or information systems. Users who require privileged access shall complete the VA elevated privilege access request processes before privileged access is granted.

c. All contractors and subcontractors working with VA information are subject to the same security investigative and clearance requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors shall be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office of Human Resources and Administration/Operations, Security and Preparedness (HRA/OSP) is responsible for these policies and procedures. Contract personnel who require access to classified information or information systems shall have an appropriate security clearance. Verification of a Security Clearance shall be processed through the Special Security Officer located in HRA/OSP. Contractors shall conform to all requirements stated in the National Industrial Security Program Operating Manual (NISPOM).

d. All contractors and subcontractors shall comply with conditions specified in VAAR 852.204-71(d); Contractor operations required to be in United States. All contractors and subcontractors working with VA information must be permanently located within a jurisdiction subject to the law of the United States or its Territories to the maximum extent feasible. If services are proposed to be performed abroad the contractor must state where all non-U.S. services are provided. The contractor shall deliver to VA a detailed plan specifically addressing communications, personnel control, data protection and potential legal issues. The plan shall be approved by the COR/CO in writing prior to access being granted.

e. The contractor shall notify the COR/CO in writing immediately (no later than 24 hours) after personnel separation or occurrence of other causes.

Causes may include the following:

i. Contractor/subcontractor personnel no longer has a need for access to VA information or VA information systems.

ii. Contractor/subcontractor personnel are terminated, suspended, or otherwise has their work on a VA project discontinued for any reason.

iii. Contractor believes their own personnel or subcontractor personnel may pose a threat to their company’s working environment or to any company- owned property. This includes contractor-owned assets, buildings, confidential data, customers, employees, networks, systems, trade secrets and/or VA data.

iv. Any previously undisclosed changes to contractor/subcontractor background history are brought to light, including but not limited to changes to background investigation or employee record.

v. Contractor/subcontractor personnel have their authorization to work in the United States revoked.

vi. Agreement by which contractor provides products and services to VA has either been fulfilled or terminated, such that VA can cut off electronic and/or physical access for contractor personnel.

f. In such cases of contract fulfillment, termination, or other causes; the contractor shall take the necessary measures to immediately revoke access to VA network, property, information, and information systems (logical and physical) by contractor/subcontractor personnel. These measures include (but are not limited to): removing and then securing Personal Identity Verification (PIV) badges and PIV – Interoperable (PIV-I) access badges, VA-issued photo badges, credentials for VA facilities and devices, VA-issued laptops, and authentication tokens. Contractors shall notify the appropriate VA COR/CO immediately to initiate access removal.

g. Contractors/subcontractors who no longer require VA accesses will return

VA- issued property to VA. This property includes (but is not limited to):

documents, electronic equipment, keys, and parking passes. PIV and PIV-I access badges shall be returned to the nearest VA PIV Badge Issuance Office. Once they have had access to VA information, information systems, networks and VA property in their possessions removed, contractors shall notify the appropriate VA COR/CO.

4. TRAINING. This entire section applies to all acquisitions which include section 3.

a. All contractors and subcontractors requiring access to VA information and VA information systems shall successfully complete the following before being granted access to VA information and its systems:

i. VA Privacy and Information Security Awareness and Rules of Behavior course (Talent Management System (TMS) #10176) initially and annually thereafter.

ii. Sign and acknowledge (electronically through TMS #10176) understanding of and responsibilities for compliance with the Organizational Rules of Behavior, relating to access to VA information and information systems initially and annually thereafter; and

iii. Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system or information access [to be defined by the VA program official and provided to the VA CO for inclusion in the solicitation document – i.e., any role- based information security training].

b. The contractor shall provide to the COR/CO a copy of the training certificates and certification of signing the Organizational Rules of Behavior for each applicable employee within five days of the initiation of the contract and annually thereafter, as required.

c. Failure to complete the mandatory annual training is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the required training is complete.

5. SECURITY INCIDENT INVESTIGATION. This entire section applies to all acquisitions requiring any Information Security and Privacy language.

a. The contractor, subcontractor, their employees, or business associates shall immediately (within one hour) report suspected security / privacy incidents to the VA OIT’s Enterprise Service Desk (ESD) by calling (855)

673-4357 (TTY: 711). The ESD is OIT’s 24/7/365 single point of contact for IT-related issues. After reporting to the ESD, the contractor, subcontractor, their employees, or business associates shall, within one hour, provide the COR/CO the incident number received from the ESD.

b. To the extent known by the contractor/subcontractor, the contractor/ subcontractor's notice to VA shall identify the information involved and the circumstances surrounding the incident, including the following:

i. The date and time (or approximation of) the Security Incident occurred.

ii. The names of individuals involved (when applicable).

iii. The physical and logical (if applicable) location of the incident.

iv. Why the Security Incident took place (i.e., catalyst for the failure).

v. The amount of data belonging to VA believed to have been compromised.

vi. The remediation measures the contractor is taking to ensure no future incidents of a similar nature.

c. After the contractor has provided the initial detailed incident summary to VA, they will continue to provide written updates on any new and relevant circumstances or facts they discover. The contractor, subcontractor, and their employes shall fully cooperate with VA or third-party entity performing an independent risk analysis on behalf of VA. Failure to cooperate may be deemed a material breach and grounds for contract termination.

d. VA IT contractors shall follow VA Handbook 6500, Risk Management Framework for VA Information Systems VA Information Security Program, and VA Information Security Knowledge Service guidance for implementing an Incident Response Plan or integrating with an existing VA implementation.

e. In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA OIG, and the VA Office of Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

f. The contractor shall comply with VA Handbook 6500.2, Management of Breaches Involving Sensitive Personal Information, which establishes the breach management policies and assigns responsibilities for the oversight, management and reporting procedures associated with managing of breaches.

g. With respect to unsecured Protected Health Information (PHI), the contractor is deemed to have discovered a data breach when the contractor knew or should have known of breach of such information.

When a business associate is part of VHA contract, notification to the covered entity (VHA) shall be made in accordance with the executed BAA.

h. If the contractor or any of its agents fails to protect VA sensitive personal information or otherwise engages in conduct which results in a data breach involving any VA sensitive personal information the contractor/subcontractor processes or maintains under the contract; the contractor shall pay liquidated damages to the VA as set forth in clause 852.211-76, Liquidated Damages— Reimbursement for Data Breach Costs.

6. INFORMATION SYSTEM DESIGN AND DEVELOPMENT. N/A

7. INFORMATION SYSTEM HOSTING, OPERATION, MAINTENANCE OR USE.

N/A

8. SECURITY AND PRIVACY CONTROLS COMPLIANCE TESTING,

ASSESSMENT AND AUDITING. N/A

9. PRODUCT INTEGRITY, AUTHENTICITY, PROVENANCE, ANTI-COUNTERFEIT

AND ANTI-TAMPERING. N/A

10. VIRUSES, FIRMWARE AND MALWARE. N/A

11. CRYPTOGRAPHIC REQUIREMENT. N/A

12. PATCHING GOVERNANCE. N/A

13. SPECIALIZED DEVICES/SYSTEMS (MEDICAL DEVICES, SPECIAL PURPOSE

SYSTEMS, RESEARCH SCIENTIFIC COMPUTING). N/A

14. DATA CENTER PROVISIONS. N/A

(End of IT Contract Security)

PERFORMANCE WORK STATEMENT

SWITCHBOARD OPERATORS

1. GENERAL REQUIREMENTS FOR VETERANS AFFAIRS HEALTH CARE

SYSTEM

1.1 The Contractor shall provide all labor, supervision, transportation, and other items/services necessary to perform Telephone Operator / Switchboard services as a prime contractor to Michael E. DeBakey Veterans Affairs Medical Center (MEDVAMC), located at 2002 Holcombe Boulevard, Houston, TX 77030. Contractor shall have no less than 3 years past experience.

• The work required under this contract consists of providing Telephone Switchboard Operators for the effective operations for a 24-hour, 7-days week 365-day 1A medical facility for the operations of Cisco Jabber through the Unified Contact Center Express and Finesse to process incoming and outgoing telephone calls. The telephone operators shall complete all calls not completed by the automated call processor. In addition, operators shall assist in placing outgoing local and long-distance calls, using the commercial system and the Federal Telecommunications System (FTS).

• Work includes coverage of the following equipment: console switchboard, fax machine and audio, radio, radio and digital paging systems, reporting and recording trouble calls.

• VA reserves the right to increase or decrease workload quantities as the need arises at the same prices, terms and conditions based on changes in the mission of VA, or any other changes and warranting changes.

• All incoming calls, both internal and external, shall be answered within three (3) rings

• Appropriate staffing levels shall consist of at least 7 telephone operators and 1 telephone operator supervisor during peak hours of operation, i.e., second shift 0800-1630, Monday through Friday only, excluding Federal Holidays. Appropriate staffing levels during non-peak hours of operation i.e., first shift (0000-0800) and third shift (1630-000) and Federal Holidays require at least 2 telephone operators (including one lead operator).

• The operators shall respond immediately to 911, fires, Code Blue, disasters, security alarms and other emergency situations and initiate emergency procedures as warranted. Any delay or incorrect response can result in the death or endangerment of patients and/or staff.

• The operators shall handle complex calls, which require the highest degree of personal involvement. They shall respond to all callers, which include confused, abusive, or even suicidal individuals in a compassionate and caring manner. In the case of suicidal patients, they shall attempt to calm the caller, suggest possible sources of help, and, if possible, get the caller’s location and dispatch police or others who can render aid to the patient.

• The operators shall monitor alarms as well as a two-way radio to provide the required support to the Fire and Police Departments. In the case of fires or disasters this shall include, but is not limited to, making appropriate notifications as indicated in the MEDVAMC protocol.

• All references to the locations of rooms, building or functions are for informational purposes only. Such references do not necessarily indicate that these locations or functional designations shall remain stable. Changes of functional designations or locations which shall affect this contract, and which require permanent change in staffing requirements, and/or revenues, shall be coordinated with the Contracting Officer (CO) prior to initiation of such changes to assure adequate contractual coverage. The COR is defined as a Government employee who shall serve as the Contracting Officer’s Representative to ensure adequate performance for the Government.

• Established services, functions, programs, staffing patterns and hours, and days of operation, shall not be altered without prior written approval of the CO. Any changes to the requirements of this solicitation shall be negotiated under the change clause.

• Contractor Furnished Items. Except for those items or services specifically identified to be Government furnished in Section 5 and 6, the Contractor shall furnish everything required to perform this PWS.

• The Contractor shall furnish headsets of a quality compatible with the telephone equipment mentioned above.

• The Contractor shall be responsible for the orderliness and cleanliness of all areas not covered by custodial service.

• Building Security KEYS: The Government shall provide the Contractor with keys to allow access to rooms required to be accessed to fulfill the provisions of this contract.

• Correspondence All Correspondence relative to this contract shall bear the VAMC Contract Number, Title of the PWS, name and location of the Medical Facility, and shall be addressed to the CO.

• Definitions/Acronyms - Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and/or interpretation.

In case of a conflict in language between the Definitions and other sections of this contract, the language in this section shall govern.

• Contracting Officer (CO) – The person executing this contract on behalf of the Government with the authority to enter into and administer contracts and make related determinations and findings.

• Contracting Officer’s Representative (COR) – A person appointed by the Contracting Officer to take necessary action in ensuring the Contractor performs in accordance with and adheres to the specifications contained in the contract and to protect the interest of the Government. The COR shall report to the Contracting Officer promptly any indication of non-compliance in order that appropriation action can be taken.

• CPARS – Contractor Performance Assessment Reporting System

• Federal Telecommunications System (FTS): Non-commercial long-distance calls placed on the Government network

• HIPAA – Health Insurance Portability and Accountability Act

• Long Distance Calls: Non-FTS calls placed over the commercial network

• POP – Period of Performance

• Procedures Manual: A document written by the Contractor with VA input describing in detail the methods and standards normally used to accomplish tasks required by the contract

• PWS – Performance Work Statement

• QASP – Quality Assurance Surveillance Plan

• Quality Assurance: Those actions taken by the Government to check goods or services to determine that they meet the requirements of the PWS

• Quality Control: Those actions taken by the Contractor to control the production of goods or services so that they will meet the requirement of the PWS

• VA – Veterans Affairs

• Working Supervisor: Contractor's representative to provide assistance with supervision and training of contractor personnel and perform as alternate to Project Manager.

PLACE OF PERFORMANCE

Michael E. DeBakey Veterans Affairs Medical Center 2002 Holcombe Boulevard, Building 100 Houston, TX 77030

2.PERSONNEL QUALIFICATIONS AND REQUIREMENTS

2.1 Contractor's training cost will be included in the proposed prices and will not be separately reimbursed. The Contractor shall not employ any person who is an employee of the United States Government, if employment of that person would create a conflict of interest. All Contract personnel shall receive training in VA procedures and policies including customer experience expectations. No contract personnel shall be assigned to work under the contract until initial orientation and training are completed as specified in the Contractor’s procedural manual and special instructions from the COR are completed.

Special instructions from the COR include: An orientation shall be provided to familiarize the Contractor personnel with the attendant’s console. The Government shall provide a general orientation to the Contractor personnel to familiarize them with the different services in the Medical Center. VAMC personnel shall be available to answer questions of Contractor’s personnel following general orientation. At the end of the first and second weeks of the phase-in period, the COR shall be available to meet with the Working Supervisor (WS) to discuss problems encountered and offer assistance and recommendations for the solution of such problems.

2.2 Contract personnel shall wear clothes appropriate for an office environment.

2.3 All Contract personnel shall be required to wear an identification badge provided by VA.

2.4 Current written personnel rosters shall be provided to the Contracting Officer and the COR. Personnel not shown on the roster as regulars or alternates shall not be permitted to work at the VA facility. A copy of the roster shall be provided to the Veterans Experience Office.

2.5 Contract personnel shall have automobile liability insurance in order to drive or park at VA facility.

2.6 Citizenship related Requirements:

• 2.6.1 The Contractor certifies that the Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended;

its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals.

• 2.6.2 While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien;

foreign national non-immigrant who is in violation their status, as a result of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor is required to comply with all “E- Verify” requirements consistent with “Executive Order 12989” and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations.

• 2.6.3 If the Contractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the VA may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor’s place of business that services VA patient referrals; or other place where the Contractor provides services to veterans who have been referred by the VA; and shall form the basis for termination of this contract for breach.

• 2.6.4 This certification concerns a matter within the jurisdiction of an agency of the United States and the making of a false, fictitious, or fraudulent certification may render the maker subject to prosecution under 18 U.S.C. 1001.

• 2.6.5 The Contractor agrees to obtain a similar certification from its subcontractors.

The certification shall be made as part of the offeror’s response to the Request for Quote.

2.7 Qualifications

• 2.7.1 Working Supervisor

• Working Supervisor (WS) Qualifications: WS shall have had at least two years telephone operating experience, of which one year involved substantial responsibility for placing a variety of special calls (e.g., conference calls, long distance calls, and local calls) over varied circuits or routings or performing information operator work which required a knowledge of organizational units and major functions of a large multi-division organization, and shall have had one or more years of experience of supervising, which involved organizing, directing and controlling staff. WS shall be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements and arranging work schedules to conform to peak telephone requirements for adequate service.

The ability to communicate, comprehend, use correct grammar and punctuation, and understand instructions, as well as write legibly, is required.

• The Contractor shall assign a WS for the purposes of supervising and training contract personnel and ensuring compliance with all provisions of this contract. The WS shall be dedicated to serve solely in the Medical Facility during administrative working hours and at all other times shall be available, by telephone or pager, for any problems which shall occur, including staffing problems. The WS shall respond within one hour during off duty hours.

• When the WS plans to be absent for more than one 8-hour shift, the Contractor shall notify the COR in writing or electronic mail of who shall be the stand-in representative during his/her absence.

• When the WS is absent for more than three consecutive working days, the Contractor shall provide replacement WS during the absence. The COR shall be notified in advance, in writing, of this substitution.

2.7.2 Employees

• Telephone Operator Qualifications: Telephone Operators shall be able to assume responsibility for placing a variety of special calls (e.g., conference calls, long-distances, and local calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization. Operators shall have the ability to meet and deal with people from a variety of backgrounds, with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing working conditions. Project manager shall not allow new personnel to perform duties alone until he/she has received at least two weeks of on-the-job training.

• The selection, assignment, transfer, supervision, management, and control of Contractor employees in performance of this PWS shall be the responsibility and prerogative of the Contractor. However, the Contractor shall comply with the general intent and specific policies set forth in the performance statement, concerning conduct of employees as referenced therein. When the Government directs, the contractor shall remove from performance on the contract any person who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of the activity and its population.

3.HOURS OF OPERATION AND PERIOD OF PERFORMANCE

3.1 Work shall he performed twenty-four (24) hours a day, seven (7) days a week, fifty-two

(52) weeks a year, including weekends and all holidays. Peak hours of operation are second shift from 0800-1630 Monday through Friday. The Contractor shall provide at least 7 telephone operators plus the working supervisor during peak hours. The Contractor shall provide appropriate staffing levels during non-peak hours of operation, i.e., first shift (0000- 0800), third shift (1630-0000), and Federal holidays which is no less than 2 telephone operators (including one lead operator). The Contractor is responsible to provide coverage appropriate for the workload with the concurrence of the using service and final concurrence of the Contracting Officer. The Government also observes Executive Orders, President's Proclamation, and days designated by Federal Statute. The following are Federal holidays:

New Year's Day, Martin Luther King' s Birthday, Washington's Birthday, Memorial Day, Juneteenth National Independence Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.

3.2 The period of performance shall be for a 12-month base period with four 12-month option periods to be exercised at the discretion of the Government. The period of performance is listed below.

Base Period: 09/15/2025-9/14/2026

Option Period 1: 09/15/2026-09/14/2027

Option Period 2: 09/15/2027-09/14/2028

Option Period 3: 09/15/2028-09/14/2029

Option Period 4: 09/15/2029-09/14/2030

4.PERFORMANCE STANDARDS, QUALITY ASSURANCE (QA) AND QUALITY

IMPROVEMENTS

4.1 The Contractor shall submit a Quality Control Plan with their quote by due date to assure requirements of the contract are provided as specified. The Contractor shall provide two copies of the plan to the COR and Contracting Officer within one week from the onset of contract performance and changes thereafter as they occur. The program shall include, but not limited to the following:

4.1.1 An inspection system shall be provided which covers all services within PWS. It must specify the areas to be inspected, frequency of inspections, and the title of the individual(s) performing the inspections.

4.1.2 A method(s) for identifying and preventing deficiencies in the quality of services performed before the level of performance becomes unacceptable.

4.1.3 Record of all reviews conducted by the Contractor and the corrective action taken.

Copies of all reviews shall be provided to the Contracting Officer. This determination shall be made available to the Government during the term of the contract and for one-year (1) after the expiration of the contract.

4.1.4 The Government will monitor the Contractor's performance under this contract using the quality assurance procedures in the COR Surveillance Plan.

4.1.5 The Contractor shall meet with the COR on a weekly basis for the first month of the contract and monthly thereafter according to a schedule established by the COR. A specific time and place shall be established by the COR at the post-award conference.

4.1.6 A Performance Evaluation Meeting will be held quarterly to discuss and resolve any deficiencies to the contract. Other concerns of either the COR, CO or the Contractor will also be discussed during these meetings. This will be done on the regularly scheduled meetings with the Working Supervisor.

4.1.7 The issuance of a Contractor Discrepancy Report (CDR) shall be cause for the scheduling of a meeting of the WS, CO and COR. A mutual effort shall be made to resolve all problems identified. The Government shall prepare written minutes of this meeting.

Minutes of these meetings shall be signed by the WS, CO and COR. Should the WS not concur with the minutes and action taken at the meeting, he/she shall state in writing to the CO any areas wherein he/she does not concur and explain the reason(s) for non-concurrence. The CO shall notify the WS in writing of his/her final decision. A dispute over the CO’s decision shall be handled in accordance with the Disputes Clause in this solicitation.

5. GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, FURNISHINGS AND

MATERIALS.

5.1 The Government will provide the facilities, equipment, materials, and services listed below. The Contractor shall provide materials particular to the operation of the Contractor's business

5.1.1 The Government shall furnish approximately 100 square feet for Switchboard Operations at the Department of Veterans Affairs Medical Center, 2002 Holcombe Boulevard, Houston, TX 77030. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified for which work areas have been established. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazards exist, or that work area procedures will not be necessary or that the facilities as furnished will be adequate to meet the responsibilities of the Contractor.

Compliance with the Occupational Safety and Health Act and other applicable laws and regulations for the protection of employee is exclusively the obligation of the Contractor and the Government will assume no liability or responsibility for the Contractor's compliance or noncompliance with such responsibilities, with the following exception, if OSHA hazards arc found in the Government- furnished facility, the Government developed and approved plans of abatement, taking into account safety and health priorities. A higher priority of correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. Prior to any modification of the facilities performed by the contractor, the Contractor must notify the Contracting Officer and provide documentation describing in detail the modification requested. No alteration to the facilities shall be made without specific written permission from the Contracting Officer; however, in the case of alterations necessary for OSHA compliance, such permission shall not be unreasonable withheld. The Contractor shall return the facilities to the Government in the same condition as received, fair wear and tear and approved modifications expected. These facilities shall be used for the performance of this contract only.

5.1.2 The Contracting Officer, COR and the Contractor shall inventory equipment and materials at the beginning and end of the contract. Not later than 5 days prior to the start of the base contract period, the Contractor and a Government representative shall conduct a joint inventory of all “Government furnished” equipment. All shall jointly sign the inventory.

A copy of the inventory list will be provided to Contractor.

The following shall be determined for each piece of inventory:

1.Working condition of equipment;

2.Items beyond fair wear and tear; and 3.Items designated for replacement.

5.1.3 The Contractor shall notify the COR in writing of any defective Government equipment immediately. The Contractor shall submit such requests through the COR to the CO for the approval and any appropriate contract modification. The COR shall be responsible for assuring the replacement of the defective equipment. Upon approval, the Government shall obtain the equipment by notifying the Vendor responsible for the maintenance of the equipment, at no cost to the Contractor, except in cases of abuse or willful misconduct on the part of the Contract employee(s). If the COR does not replace the defective equipment within a reasonable amount of time, the Contractor shall notify the Contracting Officer in writing of the issue.

5.1.4 The Contractor shall be liable for damage to equipment and furnishings caused by the negligence of the Contractor. Equipment and furnishings damaged through normal wear and tear, and acts of God, shall not be the responsibility of the Contractor.