DA10-- Broadnet- Veteran Tele-Town Hall Communication Services

This is a sources sought announcement to be used for preliminary market research purposes only. No quotations are being requested or accepted with this synopsis. THIS IS NOT A SOLICITATION FOR QUOTATIONS AND NO CONTRACT SHALL BE AWARDED FROM THIS SYNOPSIS. No reimbursement will be made by the Government for any costs associated with providing information in response to this synopsis or any follow up information requests. The purpose of this sources sought is to gain knowledge of interest, capabilities and qualifications of all vendors, public and private institutions, members of 8(a), HUBZone, Service-Disabled Veteran-Owned Small Business (SDVOSB), Women Owned Small Business (WOSB), Economically Disadvantaged Women Owned Small Business (EDWOSB), and Indian Small Business Economic Enterprises (ISBEE) to compete and perform a Firm Fixed Price Purchase Order.

The intent is to seek a Service-Disabled Veteran-Owned Small Business (SDVOSB) or Veteran Owned Small business (VOSB) to be able to perform this requirement.

In accordance with FAR 52.204-7, System for Award Management, prospective contractors must be registered in System for Award Management (SAM) and in VetBiz database if applicable (VetBiz registration is required for Service Disabled Veteran Owned Small Businesses or Veteran Owned Small Businesses). Contractors may obtain SAM information at https://sam.gov/content/home. To be eligible for award, contractors must be registered in the System for Award Management database. Registration is free and potential offerors are encouraged to visit the SAM website as no contract can be awarded to any offeror not registered in SAM.gov.

NAICS 517810 All Other Telecommunications Size Standard: 40 million

Interested parties may contact the Contracting Officer via email at Jeffrey.Fleming@va.gov regarding this requirement.

Interested parties may issue their Size standard to the applicable NAICS, and a statement of ability to the requirement.

Scope of work:

1. General Objectives and Requirements

a. Title of Project: VHABHS Veteran Tele-Town Hall Series

b. Authority and Purpose of the Project

i. The purpose of this project is to fulfill the Department of Veterans Affairs (VA) requirement that all VA healthcare systems conduct regular town halls with Veterans:

VA Directive 1003.4 (page 3), updated on Nov 9, 2023. (6): Ensuring the fulfillment of the requirements established by the Comprehensive Addiction and Recovery Act (CARA), P.L. 114-198 § 921 with respect to Veteran community meetings. NOTE: Pursuant to CARA, each VA medical facility should host a community meeting (town hall) open to the public on improving health care provided no less frequently than once every 90 days. In addition, no less frequently than once a year, each Community-based Outpatient Clinic (CBOC) should host a community meeting (town hall) open to the public on improving health care provided.

ii. These events serve as a vital outreach tool, allowing VA Boston Healthcare System to inform Veterans about their benefits and available services, respond to their questions, and ensure transparency and trust in VA operations. To meet this obligation, VA Boston will host five virtual Veteran Tele-Town Halls between May 19, 2025, and September 30, 2025.

b. Background

Traditional in-person town halls are limited in scope and participation due to travel, timing, and accessibility constraints. In contrast, tele-townhalls enable large-scale engagement by automatically dialing out to thousands of Veterans and allowing simultaneous interaction through phone and online platforms..

c. Scope and Methodology

This contract covers five Veteran Tele-Town Halls with voicemail transcription and video streaming. The scope of services includes full lifecycle support for each even planning, execution, and post-event reporting.

Essential features:

Broadnet platform training

Dedicated live Event Specialist

Participant voicemail set-up

Comprehensive Event Planning Services

Outbound dial to contact list

Event recording

Standalone and branded streaming player

Audio streaming with PowerPoint presentations

Simulcast to Facebook (not available with previous vendors)

Detailed post-event report

Custom Caller ID and Default Streaming Image

Live polling capabilities

Moderated Q&A with two screeners (not offered by other vendors)

Pinless dial-in access with unlimited inbound minutes

Unlimited call transfer minutes

Voicemail transcription (competitors only provide basic recordings)

Pre-call invitations to increase Veteran participation

2. Tasks and Associated Deliverables

N/A

a. Description of Tasks and Associated Deliverables

i. Tasks

1. The contractor shall do the following work:

The vendor is responsible for the full coordination and execution of five Veteran Tele-Town Hall events between May 19, 2025, and September 30, 2025. Specific tasks include:

Pre-Event:

Provide Broadnet platform training to VA Boston staff

Assign a Dedicated Live Event Specialist

Coordinate Event Planning Services, including scripting and timeline development

Set up Participant Voicemail system

Upload and prepare the call list

Set up and test Custom Caller ID

Prepare a Custom Client Default Image for the streaming player

Coordinate and send one outbound pre-call invitation per event

During Event:

Launch and manage outbound dial to all participants on the list

Provide moderated Q&A session with two screeners (not provided by other vendors)

Provide Pinless access number with unlimited inbound minutes

Monitor and assist with unlimited call transfers

Stream the event via a Standalone streaming player

Simulcast the event to Facebook Live

Stream audio with a PowerPoint presentation

Collect and manage live polling results

Post-Event:

Transcribe voicemails and provide a summary document

Record the entire event and provide access for playback

Deliver a Detailed Event Report, including participation data and Q&A summaries

Estimated Person-Hours for Contractor Personnel:

Professional and technical support: approximately 20 25 person-hours per event (total ~125 person-hours for the contract period), including planning, event management, live moderation, and reporting.

2. The VA shall be responsible for:

VA Boston Healthcare System will support the successful execution of the tele-town halls by performing the following tasks:

Provide finalized participant call lists ahead of each event

Review and approve event scripts and presentation materials

Designate internal panelists (e.g., Executive Leadership, Patient Advocates, Benefits experts)

Coordinate internal technical readiness and participation

Review and respond to post-event reports and Veteran follow-ups

Ensure compliance with VA policies and secure necessary approvals (e.g., Privacy, Communications)

Estimated Person-Hours for VA Personnel:

Professional and technical staff: approximately 6 8 person-hours per event (~30 40 hours total), including internal coordination, participation, and post-event follow-up.

This clear division of responsibilities ensures successful implementation of the town halls while maintaining VA Boston s compliance with outreach requirements and maximizing Veteran engagement.

b. Reporting Requirements:

i. Relevant and Well-Defined Baselines

The vendor will be required to deliver consistent reporting for each of the five scheduled events Scheduling to be determined based on need. The following baselines will guide performance expectations and reporting compliance:

Participation Metrics: Number of outbound calls placed, number of attendees who joined live, number of voicemails received, and Facebook Live viewership statistics.

Engagement Metrics: Number of questions received, number of live poll responses, number of call transfers to patient advocates or other representatives.

Technical Performance: Call connection rates, streaming stability, and transfer success rates.

Accessibility and Quality Assurance: Provision of voicemail transcriptions, event recording availability, and clarity of audio/visual components during the event.

Baseline expectations for each event:

Minimum of 10,000 outbound calls

Minimum 85% call connection success rate

Event recording and transcription delivered within 3 business days post-event

Comprehensive event report delivered within 5 business days post-event

ii. Milestones for Review, Approvals, Acceptance, or Rejection by the VA

Pre-Event Milestones (Due 7 10 Days Before Each Event):

Draft Script and Presentation Materials submitted to VA for review and approval

Outbound Call List Confirmation and Pre-Call Messaging plan approved

Technical Test Run scheduled and executed with VA panelists

Day-of-Event Milestones:

Event launch confirmation sent to VA Boston POC

Live moderation and event management

Real-time technical support for VA panelists and public audience

Call transfers and Facebook Live simulcast verification

Post-Event Milestones:

Voicemail Transcriptions delivered to VA within 3 business days

Event Recording Link shared within 3 business days

Comprehensive Event Report (including metrics listed in baselines) delivered within 5 business days

VA Review Period: 3 business days for acceptance, feedback, or rejection of the report

Final Deliverable Milestone (End of Contract Period):

Summary report of all five events including cumulative participation, feedback trends, and recommendations for future engagements

Final review and acceptance by VA Boston within 10 business days of final event report

All reports and deliverables are subject to review and approval by the VA Boston Public Affairs Officer and Executive Sponsor. Failure to meet performance expectations or reporting timelines may result in contract performance discussions or corrective actions.

3. Quality Assurance Surveillance Plan (QASP): Tele-Townhall Services Contract VA Boston Healthcare System; Period of Performance: May 19, 2025 September 30, 2025

a. Purpose

The purpose of this Quality Assurance Surveillance Plan (QASP) is to ensure that the vendor providing tele-townhall services to the VA Boston Healthcare System performs in accordance with the contract terms, delivers consistent and high-quality services, and meets outreach and communication objectives established by VA Central Office. The Contracting Officer s Representative (COR) will use the surveillance methods outlined below to monitor, document, and verify the contractor s performance throughout the contract period.

b. Surveillance Methods

i. Direct Observation (100% Surveillance)

After each tele-townhall event, an After Action Review (AAR) will be conducted with VA Boston leadership, the Public Affairs Office, screening staff, and other involved personnel. These reviews will evaluate the execution, technical quality, and Veteran engagement during the event. AAR findings will be documented and submitted to the COR quarterly to ensure consistent and transparent performance oversight.

ii. Periodic Inspection

The COR will conduct monthly inspections by validating the contractor s submitted invoices against event records and deliverables. These validations will be done in coordination with the Public Affairs Office to ensure that billed services were performed as described and met expectations.

iii. Validated User/Customer Complaints

The COR will review Veteran and staff feedback regularly, including comments submitted through Public Affairs and reports from Patient Advocates. This feedback will be used to identify any recurring service issues or deficiencies. The COR will assess these concerns on a monthly basis and determine whether they require follow-up with the contractor.

iv. Verification and/or Documentation Provided by Contractor

The contractor shall submit quarterly documentation to the COR, including detailed post-event reports, voicemail transcriptions, event recordings, and performance metrics (e.g., participation rates, polling results, Facebook engagement). These materials will be reviewed to verify compliance with contract terms and quality standards.

c. Summary

This QASP provides a structured, multi-method approach to ensure the successful delivery of five high-quality tele-townhall events. It promotes accountability, allows early identification of issues, and enables timely corrective actions to uphold service excellence for our Veteran community.