Erie VA medical center telephone switchboard services vendor Q&a / extended response time

ERIE 36C24420Q0150

Page 9 of 10

COMBINED SYNOPSIS/SOLICITATION FOR COMMERCIAL ITEMS

General Information

Document Type:

Combined Synopsis/ Solicitation

Solicitation Number:

36C24420Q0150

Posted Date:

12/11/2019

Original Response Date:

12/20/2019 2:00 PM EST

Current Response Date:

12/20/2019 2:00 PM EST

Product or Service Code:

R699

NAICS Code:

Set-Aside:

561421, Telephone Answering Services

Service-Disabled Veteran-Owned Small Business

Contracting Office Address

The Department of Veterans Affairs

Network Contracting Office 4

100 S. Independence Mall West

Philadelphia, PA 19106

Section I: Description

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Federal Acquisition Regulation (FAR) subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Items, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotations are being requested, and a written solicitation document will not be issued. The Government reserves the right to make no award from this solicitation.

This solicitation is a request for quotations (RFQ). The government anticipates awarding a firm fixed price contract to include a one-year base period of performance and four possible one-year option periods resulting from this solicitation. The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2019-06.

The associated North American Industrial Classification System (NAICS) code for this procurement is 561421, Telephone Answering Services, and the Small Business Size Standard is $15 Million. This solicitation is being set aside for Service-Disabled Veteran-Owned Small Business (SDVOSB) concerns. If award cannot be made, the solicitation will be cancelled, and the requirement resolicited.

The Department of Veterans Affairs, Network Contracting Office 4, 100 S. Independence Mall West, Philadelphia, PA, 19106, is soliciting offers to provide telephone switchboard operator services for the Erie VA Medical Center as indicated in the Statement of Work (SOW). Respondents to this solicitation must fully demonstrate their capability by supplying detailed quote information along with any other documents necessary to support the requirements below.

All interested companies must provide quotations for the following:

Section II: Statement of Work

STATEMENT OF WORK

ERIE VAMC SWITCHBOARD SERVICES

The Department of Veterans Affairs in Erie, Pennsylvania requires Switchboard services (telephone communications). The Contractor shall provide all necessary personnel and supervision as required by this statement of work (SOW), to provide switchboard services (telephone communications) for the operations of all switchboard activities at the Erie, Department of Veterans Affairs Medical Center, 135 East 38th Street, Erie, PA 16504.

The work includes, but is not limited to, the following tasks.

Switchboard Service Coverage

Receiving Incoming Calls

Placing Outgoing Calls

Transferring Calls

Information Services

Emergency Calls and Alarm Systems

Paging Systems

Reporting Equipment Failures

Directories, Rosters and Logs

Traffic Control Study

It is the responsibility of the Contractor to provide all required administration, management, and training to their operators.

A. Switchboard Service Coverage:

Coverage shall be provided 12 hours per day, Monday through Friday from 8:00 a.m. until 8:00 p.m., excluding all City, State, and Federal holidays. The following days are federally recognized holidays, which will not be covered under this contract.

New Year's Day Labor Day

Martin Luther King's Birthday Columbus Day

Washington's Birthday Veterans Day

Memorial Day Thanksgiving

Independence Day Christmas Day

Coverage shall be provided during any period of emergency or crisis, including bomb threats, blizzards, tornadoes, etc. Day shift Monday through Friday may require additional operators from 8:00am- 4:30pm due to the quantity of incoming calls. The Contractor is responsible for providing the appropriate coverage for the day's workload. The Contractor is also responsible for providing back-up coverage for unexpected staff absence(s).

B. Receiving Incoming Calls:

Incoming calls will be answered within five (5) rings and routed appropriately. All calls shall be answered with the four-part standard phone greeting:

1. A greeting: Hello or Good morning/afternoon work well.

2. The name of the facility and department: Erie VA operator

3. The name of the employee answering the phone: This is (insert name here) or My name is (insert name here)

4. An offer of assistance: How may I help you today?

The Contractor is required to use telephone courtesy and tact in dealing with a diversity of callers, sometimes under very complex and stressful circumstances. Operators will process all calls in a most courteous and professional manner, assuring compliance with Federal and VAMC policy on Release of Information and Privacy Policy, and safeguarding any and all patient information in compliance with the Privacy Act of 1974.

The Contractor will handle all incoming calls referring them to the appropriate extension and/or party. This will include internal directed calls back to the consoles, transferring of calls, placing calls off-station, conference calls, and paging Medical Center staff as requested.

The Contractor handles emergency calls of all kinds and directs the caller to the appropriate employee(s) or Service(s). The operator also completes individual and conference long distance calls.

Calls are received from the public requesting information, irate beneficiaries, and calls involving Physicians on rotation. Calls are, at times, received at such rapid speed that the tempo of pressure can create unusual demands on the operator. The approximate range of incoming calls varies from 17 to 24 calls per hour in a twelve-hour period on Monday through Friday.

In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, and as amended by other applicable law and regulations. The Contractor is responsible for protecting information from unauthorized release or from loss, alteration, or unauthorized deletion. The Contractor shall follow applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as set out when the user completes TMS course 10176, VA Privacy and Information Security training and upon completion of the course acknowledges the VA Rules of Behavior.

Operators will screen calls for general information and, only to the extent necessary, ensure caller satisfaction. Collect calls shall not be accepted for any reason.

The Contractor shall ensure that Operators are not misrepresenting themselves as VA employees.

C. Placing Outgoing Calls:

The operators shall assist in placing various types of outgoing calls and in coordinating/patching through one or more stations when necessary. The operator shall provide assistance to the facility staff and patients when necessary, in placing calls.

The Contractor directs the caller to the appropriate employee(s) or Service(s). The operator also completes individual and conference long distance calls.

The operators shall assist in placing various types of outgoing toll or overseas calls. These calls must be authorized by the COR and must be for official medical center business only. AH toll or overseas calls must be entered in the electronic log and submitted to the COR the first week of the next month. Entries must include the name of the employee, time, number called, and employee's service designation. Operators are not authorized to place personal calls for employees, visitors, or patients. Operators shall assist ward patients, if assistance is requested, in how to use calling cards, make collect calls, and third party billing. Operators shall politely, efficiently, and in a friendly manner explain to calls why calls cannot be completed as requested, if and when this type of situation arises. Operator shall be responsible for ensuring that no unauthorized long distance calls (calls related to personal use and not for business purposes) are made through the switchboard.

D. Emergency Calls and Alarm Systems:

Operators may also be required to receive and transmit over two-way radios. Written procedures for response to these emergency situations will be provided by the COR to the Contractor.

Operators shall make announcements on the public address system. A scripted procedure will be provided for emergency paging and guidelines for announcements on the public address system will be provided for in-hospital functions such as EEO or special meetings for employees. All announcements must be made in a clear, efficient and polite manner, and as quickly as possible.

Operator shall monitor the following alarm systems:

Overhead Codes: If paging system fails, use the alert of "medical emergency" so medical personnel may get the cardiac arrest team to proper location. Note: These items are often called into switchboard operator on emergency phone lines, using extension 6300.

Monitor restroom distress call alarms: Dispatch Police when necessary.

Maintain and regularly update various logs of "on call" doctors and other persons, and maintain lists of key employees of various departments and their home phone numbers in case of emergency.

Act as Police back-up to RRT calls and calls made to extension 6300 (all codes) received at switchboard to include receiver connected to parking lots or other ground locations with a phone for emergency use by patients or employees.

E. Reporting Equipment Failures:

Telephone failures are to be reported promptly following procedures provided by the Government and documented in the telephone operator's log. Equipment problems, which may occur at the switchboard or which are reported to the operator on duty from within the medical center, are to be reported to the Telecommunications Equipment Operator.

F. Directories, Rosters, and Logs:

The Contractor shall record and report any and all telephone and paging problems to proper authorities for repair. The Contractor shall have access to the telephone index files to assist the repairman in the location of the telephone and other equipment.

The operator shall perform clerical duties such as maintaining locator files on key medical center personnel and logging unusual happenings. Logs shall also be maintained of the various, on-call personnel.

The Telephone Operator's Log is an electronic log that will be used to record daily, all occurrences of alarms, codes, equipment malfunctions, incident reports, etc. The Employee Directory is an electronic listing of employees, their extensions, pager numbers, and service designations. This list shall be updated as required.

Each Service Department will provide via electronic mail, a copy of their on-call schedules, which will be used by the operators to contact personnel after 4:30 p.m.

G. Traffic Control Study:

The Contractor is required to complete a Traffic Control Study when requested by the Contracting Officer or COR. The Contractor will be informed of the study at least one (1) to seven (7) days in advance. The content of the study will include, at a minimum, the number of calls answered by the operators for a specific period of time, broken down by each tour of duty. Two (2) copies of the study shall be provided to the COR within five (5) business days of the completion of the study.

H. Government Furnished Property and Services

The Government shall provide without cost to the Contractor, the facilities, equipment, materials, and/or services listed below.

I. Facilities

The Government shall furnish the existing switchboard operations area at the Department of Veterans Affairs Medical Center, 135 East 38th Street, Erie, PA 16504. No alteration shall be made without specific written permission from the Contracting Officer. However, in the case of alterations needed for OSHA compliance, such permission shall not be unreasonably withheld. The Contractor shall return the facility to the Government in the same condition as received, fair wear and tear and approved modifications expected. These facilities shall be used for performance of this Contract only.

II. Building Security

The Contractor and his/her staff will have a designated workspace with access for those with authorization. This space will be considered unauthorized to other persons. Doors shall be kept locked at all times. Fire protection will be provided by the Government in accordance with established Medical Center policy.

III. Equipment

The Government will provide the equipment listed.

Desks and Tables (1 Each)

Nortel Meridian 81C Operator Consoles (3 Each)

Operator Chairs (5 Each)

Refrigerator (1 Each)

Various Paging and Alarm Equipment

o Phone Alarm (1 Panel with 8 Alarms)

o Gas Alarm (1 Panels with 4 Alarms Each)

The Contractor and a Government representative shall conduct a joint inventory of all Government-furnished equipment and the Contractor shall issue a receipt for the equipment in October of each year. A copy of this will be kept in the COR's office. The condition of each piece of equipment, and missing or inoperable equipment, will be documented. The Government will replace missing items and repair all items not in working order. The Contracting Officer may direct the Contractor to replace the missing item(s) or accomplish the repair and the Contractor will be reimbursed. The Contractor shall submit to the Contracting Officer for additional or replacement Government-furnished equipment required in the performance of this Contract. The Contractor shall furnish any additional equipment required in the performance of the Contract.

At the time of completion or extension of the Contract, the Contractor and a Government representative shall conduct a joint inventory of equipment. The Contractor shall be liable for loss or damage to Government-furnished property beyond fair wear and tear. Compensation shall be affected by reduced amounts owed to the Contractor in the amount of 10% for that performance period.

IV. Services

The Government will provide the following services.

Housekeeping Services - vacuuming, care of floors, and trash removal.

Equipment liability - liability and maintenance of all equipment except damage caused by misuse by the Contractor's employees.

Disposition of Property - all disposition, removal, or replacement of Government-provided equipment.

Utilities - the Government will provide all utilities including electricity, gas, and water. Lights should be used in areas where and when work is being performed. The Contractor will not adjust mechanical equipment controls for heating, ventilation, and air conditioning.

Parking will be provided for Contractor employees at no expense to the Contractor or employee.

The Contractor shall not make personal calls from Government lines.

Expendables: The Government will provide office supplies necessary for the operation of the switchboard. Office supplies are defined as items such as pens, highlighters, staples, staplers, rulers, ruled paper, etc.

V. Contractor-furnished Equipment

Except for those items or services specifically identified to be Government-furnished, the Contractor shall furnish everything required to perform this Contract.

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

VI. Publications and Documentation

The Government will furnish publications applicable to the performance of work at the start of the Contract. These documents are mandatory. Supplements or amendments from any organizational level may be issued during the life of this Contract, affecting the policy governing this Contract. The Contractor shall immediately implement those changes. The policies and procedures of mandatory directives shall be adhered to at all times. It is the Contractor's responsibility to ensure that all mandatory publications are posted within the office are and are up-to-date. The relevant documents include:

Standard Operating Procedures

Relevant Local Medical Center Policies

Facility Emergency Management/Disaster Plan, including cascade call-back procedures

Safety, Occupational Health and Fire Protection Program Manual

Privacy Act of 1974

Freedom of Information Act

VHA Manual MP-6, Part VIII, Telecommunications

Federal and VA release of Information Policies

I. Workload Estimate

The following information is based on a sampling of Monday through Friday from 8 a.m. until 8 p.m. and is being provided for information purposes only. The information includes incoming calls to consoles, operator-assisted calls, and paging services.

Time Period

Weekday Average # of calls/pages per hour

8 a.m. 8 p.m.

21

J. Contract Administration Data

The Contractor's invoice shall be submitted monthly in arrears and contain the following information.

Name and Address of Contractor

Invoice date

Obligation Number: 562CXXXXX

Contract Number

Payment Terms (Monthly)

Name (where practical), title, phone number, and mailing address of person to be notified in the event of a defective invoice

The Contractor shall provide one copy of the monthly work schedule to the COR at the beginning of each month.

K. Special Contract Requirements

This Contract is under the direction of the Contracting Officer and no changes may be made to this Contract except by the Contracting Officer. The Contracting Officer shall delegate a Contracting Officer's Representative (COR) to technically administer the Contract. A Delegation of Authority shall be provided to the Contractor, which states the limits of the COR's authority.

Special instructions/training from the COR shall include the following:

The Government will provide a general orientation to the Contractor and his/her personnel to familiarize them with the different services in the Medical Center.

At the end of every week for the first two months of the phase-in period, the COR will be: available on each Friday to discuss progressions in transition, offer assistance, and/or make recommendations to the resolution of issues. These meetings shall continue at the discretion of the COR.

The Contractor will receive a copy of the Erie VAMC's Orientation Guide to Mandatory Information. The Contractor is required to furnish this information to all personnel assigned to work at this facility. A signed copy of completion for this shall be sent to the COR prior to the start of work under this Contract.

L. Personnel

The selection, assignment, reassignment, transfer, supervision, management, and control of employees in performance of this Contract will be the responsibility and prerogative of the

Contractor. However, the Contractor shall comply with the general intent and specific policies set forth in this Contract concerning conduct of employees as referenced herein.

Contractor personnel will be required to remain on duty or report to duty, as appropriate, in emergency situations (e.g. bomb threats, blizzards, etc.).

In compliance with the Joint Commission requirements, the Contractor will be required to ensure the competency of the employees that work on behalf of this Contract.

Contractor personnel will be required to wear a Government-issued identification badge that will include the employee's name and picture. Badges shall always be worn throughout the tour of duty.

Drinking and eating will be permitted in designated areas as identified by the COR. Smoking is not permitted on VA property.

Guide dogs for visually-impaired employees are allowed.

Project Director: The Contractor shall assign a Project Director for the purpose of coordination, oversight, and management of this Contract.

Working Manager: The Contractor shall assign a Working Manager for the purpose of daily administration, supervising, and training Contractor personnel and ensuring compliance with this Contract. The Working Manager shall be available by telephone during regular and after-working hours for any problems that may occur, including staffing problems. The Working Manager shall respond by phone within one hour after receipt of the call.

Working Supervisor:

The Contractor shall assign a working supervisor for the purpose of providing assistance with the supervision and training of Contractor personnel and ensuring compliance with this Contract. The Working Supervisor shall be available by telephone during regular and after-working house for any problems that occur, including staffing problems, on an as-needed basis.

The Working Supervisor may be the alternate Working Manager during the Working Manager's absence and shall be qualified to perform the Working Manager's duties as described in this Contract.

Whenever the Working Manager will be unavailable for more than three (3) consecutive working days, the Contractor shall provide a Working Supervisor during the absence.

Working Supervisor Qualifications: The Working Supervisor must:

a. Have at least one (1) year of telephone operator experience, of which six (6) months involved substantial responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routing or performance information operator work which required knowledge of organizations

Have six (6) or more months of experience supervising which involves organizing and controlling a staff

Be capable of devising work methods, perform assignments, and arrange work schedules

Have the ability to communicate orally and in writing

Telephone Operator's Qualifications: Contractor telephone operators must have the ability to:

Place a variety of long distance calls (e.g. conference calls, collect calls, etc.) over varied circuits or routings.

Perform informational operator work, including acknowledging organizational units and major functions of larger organizations

Meet and deal with people from a variety of backgrounds, with varying levels of understanding

Work under pressure and stressful conditions

Adapt to changing work conditions

Completed at least two (2) full weeks of on-the-job training

Operators must also be dependable and should have a minimum of six (6) months experience in switchboard operation in a hospital setting

Personnel Roster: The Contractor shall provide to the COR a current roster of all regular or alternate personnel to be working under this Contract. Personnel not listed will not be permitted to work at this medical center.

M. Training

In compliance with Joint Commission requirements, the Contractor will be required to ensure the annual education of the employees that work on behalf of this Contract. Assessment of completed annual training on Medical Center identified topics will be made for all employees assigned and evidence of this shall be submitted to the COR annually.

N. Quality Control

The Quality Assurance Surveillance Plan (QASP) is included as ATTACHMENT A: QASP. Any changes to this QASP must be submitted to the Contracting Officer.

The Contractor shall maintain a complete record of his inspections and corrective actions taken. Copies of all reviews shall be provided to the COR quarterly.

O. Quality Assurance

The Government will monitor the Contractor's performance under this Contract using the following methods:

Valid customer complaints » Periodic surveillance and review of services

Administrative rounds

Random sampling

Telephone switchboard traffic analysis

Performance Evaluation Meetings: The Contractor Supervisor will meet with the COR on a monthly basis to discuss performance and service related issues. The Government reserves the right to ask for a meeting on an on-call basis for problems considered serious and requiring immediate corrective action. The Contractor Supervisor and the COR will establish a specific time and place.

Contractor Discrepancy Report (CDR): The issuance of a CDR may be cause for scheduling a meeting of the supervisor, Contracting Officer, and COR. A mutual effort will be made to resolve all problems identified. The Government will prepare written minutes of the meetings. Should the supervisor not concur with the minutes and action taken at the meeting, he/she will state, in writing to the Contracting Officer, any areas wherein he/she does not concur and will explain the reason. The Contracting Officer will notify the supervisor, in writing, of his/her final decision.

The COR will utilize the QASP for performance evaluations.

P. Contractor Responsibilities

The following information will be submitted to the Contracting Officer and COR in writing. Clause 52.212-2 (included in this solicitation) explains how offer(s) will be evaluated.

Supervisor qualifications listed above

The role of the Working Manager and Working Supervisor and the extent of his/her authority

Personnel Rosters. Verbal notification should be given to the COR within 24 hours of any personnel changes

Quality Control Plan

Technical Response detailing how the work under this Contract will be completed

Q. Safety and Fire Prevention

The VA Safety Officer will be responsible for the enforcement of all safety regulations as they apply to VA, Contractor employees, visitors, and patients. Violations will be submitted to the Contractor for immediate corrective action. If corrective action is not instituted promptly, a copy of the COR's report will be forwarded to the Contracting Officer.

In the performance of this Contract, the Contractor shall take such safety precautions as necessary to protect the lives and health of occupants of the building.

The Contractor must make the Contracted employees aware of hazards (Infectious disease, Tuberculosis, Blood borne pathogens, etc.) that are part of the nature of working in a Medical Center with a wide variety of patients treated. The Contractor must ensure that the Contracted employees understand the importance of practicing good Fire and Safety working practices. The Contractor shall provide rosters of employees who have completed training for these hazards.

Prior to Contractor occupancy, a joint inspection by the VA and the Contractor will be made and documented. The Contractor will not be held responsible for deficiencies that predate occupancy of the area and are documented. The Contracting Officer may hold the Contractor responsible for future deficiencies.

The Contractor shall comply with the Federal, State, and Local safety and fire regulations and codes identified in the Publications section of this document.

The form entitled ATTACHMENT B: ERIE VAMC HEALTH REQUIREMENTS must be completed for each employee working at the medical center.

R. Definitions

Contracting Officer: The person with the authority to enter into, administer, and/or terminate Contracts, and make related determinations on behalf of the Government.

Contracting Officer's Representative (COR): The Government person responsible for monitoring Contractor performance.

Procedures Manual: A Contractor document written in detail describing the methods and standards normally used to accomplish tasks required by the Contract.

Project Director: Contractor's representative who provides coordination, oversight, and management of this Contract.

Working Manager: Contractor's representative having supervisory responsibility and authority for total performance of work under the Contract.

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

Statement of Work (SOW): A document that describes accurately the essential and technical requirements for items, materials, and services including the standard used to determine whether the requirements have been met.

S. Personnel Policy

The Contractor shall be responsible for any holiday pay to their employees. The Contractor shall be responsible for protecting the personnel furnishing services under this Contract. To carry out this responsibility, the Contractor shall provide the following for their personnel:

Worker's Compensation

Professional Liability Insurance

Health Examinations

Income Tax Withholding

Social Security Payments

The parties agree that the Contractor employees shall not be considered VA employees for any purpose and shall be considered employees of the Contractor.

T. Minimum Insurance Requirements

Workmen's Compensation and employer's liability of at least $100,000; General liability, bodily injury liability insurance coverage written on the comprehensive form of policy at least $500,000 per occurrence.

U. Contractor Personnel Security Requirements

Contractor Personnel Background Investigation Requirement

All General/Prime Contractor employees to include subcontractor personnel who require unsupervised/unescorted, logical and/or physical access to the Department of Veterans Affairs facilities, computer systems or have access to sensitive information shall be the subject of a background investigation. Contractor personnel performing work under any Contract shall satisfy all requirements for appropriate security eligibility in dealing with access to sensitive information and information systems belonging to or being used on behalf of the Department of Veterans Affairs.

Risk levels and the Personal Identity Verification (PIV) program will determine what level of investigation is required. At a minimum a Special Agreement Check (SAC) will be required for all Contractor perisomal prior to performing services under any resulting Contract requiring unsupervised/unescorted logical and/or physical access to the facility or having access to sensitive information.

Position Sensitivity - The position sensitivity has been designated as LOW. Background Investigation -The level of background investigation commensurate with the required level of access is Low Risk -NACI.

The General/Prime Contractor shall submit to the Contracting Officer and Contracting Officer's Representative (COR) within five (5) business days after award of Contract a list of personnel including subcontractor's personnel who will be performing work on the Contract. The list will include a brief description of the work to be performed and degree of access to information management systems and if remote access will be required. The Contractor will update and submit the list anytime changes are made in the level of access or personnel performing work on the Contract.

Contractors who have a current favorable background investigation conducted by another Federal . agency may be accepted through reciprocation. Information substantiating a current favorable background installation will be submitted to the Contracting Officer and Contracting Officer's Representative (COR will submit this information to HR for submission/validation with the Security and Investigation Center (SIC)). Members of the SIC staff will coordinate verification of existing favorable background investigations. Furthermore Contractor may utilize a private investigating agency if such agency possesses an OPM and Defense Security Service certification. A Cage Code number of the private investigating agency must be provided to the VA Office of Security and Law Enforcement/Security and Investigation Center staff.

The Department of Veterans Affairs in conjunction with Office of Personnel Management (OPM) at the request of the General/Prime Contractor execute the required background investigation for Contractor personnel employees to include subcontractor's personnel performing services under this Contract. The General/Prime Contractor shall bear the expense of the background investigations initiated/scheduled regardless of the final adjudication determination. The VA facility will pay for investigations conducted by the Office of Personnel Management (OPM) in advance, hi these instances, the General/Prime Contractor will reimburse the VA facility within 30 days of receiving the Bill of Collections from the VA. A Bill of Collections shall be generated by the VA after the investigation has been initiated / scheduled. We have determined this Contract requires the following level of investigations and associated costs (per person):

NACI $231.00 MBI $825.00 BI $3465.00

The amounts stated above are current for fiscal year 2010, and are subject to periodic price changes as established by the OPM in Federal Investigations Notices. Contractors shall be billed per OPM/SIC guidelines and should anticipate periodic increases. All fee schedule questions should be directed to the SIC at 501-257-4031 orvhalitsicContracting@va.gov.

Based on COR completion (in consultation with the Contractor) and submission of VA Form 2280 , Position Risk and Sensitivity Level Designation (or replacement form), COR will determine level of background investigation required for all applicable personnel and will submit a background investigation request through HRM to the Security and Investigation Center and receive access to the Contractor Request Database (CRD) located at https://vaww.letc.little-rock.med.va.gov/. Upon receipt, the CRD will automatically generate an e-mail notification identifying the web site link that includes detailed instructions regarding completion of the application process and what level of background was requested.

For all Contractor personnel requiring a National Agency Check with Written Inquiries (NACI) or higher background Investigations the Contractor shall submit to the Security Investigations Center (SIC), the completed background investigation packet. Completed packages must be submitted promptly and in sufficient time to meet the Contract performance or delivery schedule. If a delay is due to the failure of the Contractor to provide a complete application as soon as practicable after Contract award, this delay shall not excuse the Contractor from meeting the Contract performance or delivery schedule and may result in termination for default.

The Contractor is encouraged to have its employee immediately download the background investigation packet from http://www.va.gov/vabackground_investigations upon notification of Contract award. Contract performance shall not commence prior to confirmation from the SIC that

the investigative documents have been submitted. The SIC will notify the VA and the Contractor upon receipt of the appropriate investigative documents. The investigation is not considered initiated until the Contract employee submits his/her completed package to the SIC and it is accepted. The Contractors may be granted access prior to receiving final adjudication of the employee's background investigations.

I. The VA Security Investigations Center will notify the VA and Contractor after adjudicating the results of the background investigations received from OPM. Final adjudication results may take up to six months but are normally received within 90 days after submission.

J. The General/Prime Contractor will be responsible for the actions of individuals performing work for the VA under this Contract. In the event that damages arise from work performed by Contractor-provided personnel, under the auspices of this Contract, the General/Prime Contractor will be responsible for all resources necessary to remedy the incident.

K. The Contractor, when notified of an unfavorable determination, will withdraw the employee from consideration from working under the Contract.

V. VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE FOR INCLUSION INTO CONTRACTS, EXCERPTED AS APPROPRIATE

1. GENERAL

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

3. VA INFORMATION CUSTODIAL LANGUAGE

a. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

6. SECURITY INCIDENT INVESTIGATION

a. The term security incident means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the COTR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

7. LIQUIDATED DAMAGES FOR DATA BREACH

a. Consistent with the requirements of 38 U.S.C. § 5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract. However, it is the policy of VA to forgo collection of liquidated damages in the event the contractor provides payment of actual damages in an amount determined to be adequate by the agency.

c. Based on the determinations of the independent risk analysis, the contractor shall be responsible for paying to the VA liquidated damages in the amount of $37.50 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

(1) Notification;

(2) One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports;

(3) Data breach analysis;

(4) Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution;

(5) One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

(6) Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.

9. TRAINING

a. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems:

(1) Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix D relating to access to VA information and information systems;

(2) Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training;

(3) Successfully complete the appropriate VA privacy training and annually complete required privacy training; and

(4) Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training Requirements.]

b. The contractor shall provide to the contracting officer and/or the COTR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required.

c. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, 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 training and documents are complete.

W. Security and Business Associate Agreement (BAA)

a. The Contractor must establish a BAA with the VA to provide this service. If the contractor does not possess a current and applicable VA BAA, the contractor must complete the attached BAA template (Attachment D: BAA Template) and return a copy with their quote.

b. The C&A requirements do not apply and a Security Accreditation package is not required.

(End Statement of Work)

Section III: Price Schedule

All amounts and totals in the table below are estimates. The contractor shall only be paid for work and supplies provided to and accepted by VA.

ITEM INFORMATION

ITEM NUMBER

DESCRIPTION OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

0001

12.00

MO

__________________

__________________

Switchboard Service Coverage for Erie VAMC in accordance with the Statement of Work.

Contract Period: Base

POP Begin: 04-01-2020

POP End: 03-31-2021

1001

12.00

MO

__________________

__________________

Switchboard Service Coverage for Erie VAMC in accordance with the Statement of Work.

Contract Period: Option 1

POP Begin: 04-01-2021

POP End: 03-31-2022

2001

12.00

MO

__________________

__________________

Switchboard Service Coverage for Erie VAMC in accordance with the Statement of Work.

Contract Period: Option 2

POP Begin: 04-01-2022

POP End: 03-31-2023

3001

12.00

MO

__________________

__________________

Switchboard Service Coverage for Erie VAMC in accordance with the Statement of Work.

Contract Period: Option 3

POP Begin: 04-01-2023

POP End: 03-31-2024

4001

12.00

MO

__________________

__________________

Switchboard Service Coverage for Erie VAMC in accordance with the Statement of Work.

Contract Period: Option 4

POP Begin: 04-01-2024

POP End: 03-31-2025

GRAND TOTAL

__________________

Section IV: Evaluation of Quotations

The Government will select the quote that represents the best benefit to the Government at a price that can be determined reasonable. The Government will evaluate price, technical capabilities, and past performance. Specific quote requirements are detailed below in ADDENDUM TO FAR 52.212-1 Instructions to Offerors Commercial Items .

Following receipt of quotes, the Government will perform an evaluation using a comparative evaluation of the services quoted in accordance with FAR 13.106-2(b)(3). The Government will compare quotes to one another to select the quote that best benefits the Government by fulfilling the requirement.

Additional information pertaining to Comparative Evaluation below:

What Comparative Evaluation is:

It is the direct comparison of one quotation/offer with another in a uniform and fair manner to determine which quote/offer provides the Government what it needs, where and when as identified in the RFQ

It is an assessment of which response is the best as a whole

Once one quotation/offer is found acceptable, it is compared side by side to the remaining ones, and the best one is chosen

What Comparative Evaluation is not:

It does not individually evaluate quote/offers against specified evaluation factors

It does not assign a rating using a color, numerical, or other rating methodology

It does not require additional evaluation to determine if minimal advantage is worth a minimal or normal price difference, but not prohibited

It is not a low price technically acceptable (LPTA) or trade-off process

Contractors may submit more than one quote; however, contractors are strongly encouraged to submit their best technical solutions and prices in response to this request for quote. All quotes must be submitted by the deadline to be considered for evaluation.

Once the Government determines there is/are a contractor(s) that can provide a service that meet(s) the requirements of this request for quote, the Government reserves the right to communicate with only those contractors quoting the best-suited service to address any remaining issues.

Section V: Clauses and Provisions

The following solicitation provisions apply to this acquisition:

FAR 52.212-1, Instructions to Offerors Commercial Items (OCT 2018)

(ADDENDUM TO FAR 52.212-1 Instructions to Offerors Commercial Items )

All offers must include:

Solicitation number for this requirement: 36C24420Q0150

Name, address, telephone number, DUNS number of contractor.

Contractor POC information to include: name, title, telephone number and email.

The contractor must submit a capability statement demonstrating their technical capability, general and Government experience, and ability to meet the full scope of the statement of work (SOW) within the period of performance. Technical capability statements which merely restate the SOW requirements will not be favorably evaluated. Technical capability statements must include the following:

1] Contractor shall provide a detailed work plan demonstrating ability to provide telephone switchboard services in accordance with the standards indicated in the SOW. In addition, this work plan should include an in-depth staffing plan addressing the roles and qualifications of staff as outlined in SOW section L: Personnel, above.

2] Contractor shall provide a detailed and well-defined Quality Assessment workflow with a focus on adherence to the performance standards indicated in the QASP (Attachment A). The workflow must demonstrate how the contractor will meet and adhere to the standards indicated in the QASP, and how they will identify and address any deviations from those standards.

Contractor must complete the Price Schedule included at Section III above, to include Unit Price, Total Price, and Grand Total. Failure to provide complete pricing, including pricing for each CLIN, will result in the contractor s package being determined to be incomplete and not considered for award.

Contractor shall provide three past performance references of similar size (dollar value) and scope (work performed). Past performance references shall include customer point of contact and phone number, a contract number or project title, and a short description of the effort to include role performed and dollar value of the effort. The Contracting Officer may utilize all available records (e.g. PPIPRS and FAPIIS) as well to evaluate a contractor s past performance.

Acknowledgement of any solicitation amendments.

A statement specifying the extent of agreement with all terms, conditions, and provisions included in the solicitation.

Offers that fail to furnish required representation or information, or reject the terms and conditions of the solicitation, may be excluded from consideration.

The following provisions are incorporated into 52.212-1 as an addendum to this contract. Provisions that are incorporated by reference (by Citation Number, Title, and Date), have the same force and effect as if they were given in full text.

The full text of FAR and VAAR provisions or clauses may be accessed electronically at http://acquisition.gov/comp/far/index.html and http://www.va.gov/oal/library/vaar/index.asp.

52.204-7 System for Award Management (OCT 2018)

52.204-16 Commercial and Government Entity Code Reporting (JUL 2016)

52.217-5 Evaluation of Options (52.217-5)

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 12 months. The Contracting Officer may exercise the option by written notice to the Contractor within 15 days.

(End of Clause)

(Addendum to FAR 52.217-8 OPTION TO EXTEND SERVICES)

For the purposes of the award of this Contract, the Government intends to evaluate the option to extend services under FAR 52.217-8 as follows:

The evaluation will consider the possibility that the option can be exercised at any time, and can be exercised in increments of one to six months, but for no more than a total of six months during the life of the contract. The evaluation will assume that the prices for any option exercised under FAR 52.217-8 will be at the same rates as those in effect under the contract at the time the option is exercised. The evaluation will therefore assume that the addition of the price or prices of any possible extension or extensions under FAR 52.217-8 to the total price for the basic requirement and the total price for the priced options has the same effect on the total price of all proposals relative to each other, and will not affect the ranking of proposals based on price, unless, after reviewing the proposals, the Government determines that there is a basis for finding otherwise. This evaluation will not obligate the Government to exercise any option under FAR 52.217-8.

(End of Addendum to FAR 52.217-8)

852.270-1 Representatives of Contracting Officers (JAN 2008)

(END OF ADDENDUM TO FAR 52.212-1)

FAR 52.212-3, Offerors Representations and Certifications Commercial Items (OCT 2018)

Contractors must complete annual representations and certifications electronically via the System for Award Management (SAM) website located at https://www.sam.gov/portal in accordance with FAR 52.212-3, Offerors Representations and Certifications Commercial Items. If paragraph (j) of the provision is applicable, a written submission is required.

The following contract clauses apply to this acquisition:

FAR 52.212-4, Contract Terms and Conditions Commercial Items (OCT 2018)

(ADDENDUM TO FAR 52.212-4 CONTRACT TERMS AND CONDITIONS--COMMERCIAL ITEMS)

Clauses that are incorporated by reference (by Citation Number, Title, and Date), have the same force and effect as if they were given in full text.

The full text of FAR and VAAR provisions or clauses may be accessed electronically at http://acquisition.gov/comp/far/index.html and http://www.va.gov/oal/library/vaar/index.asp.

The following clauses are incorporated into 52.212-4 as an addendum to this contract:

52.204-13 System for Award Management Maintenance (OCT 2018)

52.204-18 Commercial and Government Entity Code Maintenance (JUL 2016)

52.204-21 Basic Safeguarding of Covered Contractor Information Systems (JUN 2016)

52.217-8 Option to Extend Services (NOV 1999)

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 30 days.

(End of Clause)

52.217-9 Option to Extend the Term of the Contract (MAR 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 15 days; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause, shall not exceed five years.

(End of Clause)

52.232-40 Providing Accelerated Payments to Small Business Subcontractors (DEC 2013)

852.219-10 VA Notice of Total Service-Disabled Veteran-Owned Small Business Set-Aside (JUL 2016)

852.203-70 Commercial Advertising (MAY 2008)

852.219-74 Limitations on Subcontracting Monitoring and Compliance (JUL 2018)

(a) This solicitation includes: 852.219-10, VA Notice of Total Service-Disabled Veteran-Owned Small Business Set-Aside.

(b) Accordingly, any contract resulting from this solicitation is subject to the limitation on subcontracting requirements in 13 CFR 125.6. The Contractor is advised that in performing contract administration functions, the Contracting Officer may use the services of a support contractor(s) retained by VA to assist in assessing the Contractor's compliance with the limitations on subcontracting or percentage of work performance requirements specified in the clause. To that end, the support contractor(s) may require access to Contractor's offices where the Contractor's business records or other proprietary data are retained and to review such business records regarding the Contractor's compliance with this requirement.

(c) All support contractors conducting this review on behalf of VA will be required to sign an Information Protection and Non-Disclosure and Disclosure of Conflicts of Interest Agreement to ensure the Contractor's business records or other proprietary data reviewed or obtained in the course of assisting the Contracting Officer in assessing the Contractor for compliance are protected to ensure information or data is not improperly disclosed or other impropriety occurs.

(d) Furthermore, if VA determines any services the support contractor(s) will perform in assessing compliance are advisory and assistance services as defined in FAR 2.101, Definitions, the support contractor(s) must also enter into an agreement with the Contractor to protect proprietary information as required by FAR 9.505-4, Obtaining access to proprietary information, paragraph (b). The Contractor is required to cooperate fully and make available any records as may be required to enable the Contracting Officer to assess the Contractor's compliance with the limitations on subcontracting or percentage of work performance requirement.

(End of clause)

852.219-75 Subcontracting Commitments Monitoring and Compliance (JUL 2018)

(a) This solicitation includes the clause: 852.215-70 Service-disabled veteran-owned and veteran-owned small business evaluation factors. Accordingly, any contract resulting from this solicitation will include the clause 852.215-71 Evaluation factor commitments.

(b) The Contractor is advised that in performing contract administration functions, the Contracting Officer may use the services of a support contractor(s) to

assist in assessing Contractor compliance with the subcontracting commitments incorporated into the contract. To that end, the support contractor(s) may require access to the Contractor's business records or other proprietary data to review such business records regarding contract compliance with this requirement.

(c) All support contractors conducting this review on behalf of VA will be required to sign an Information Protection and Non-Disclosure and Disclosure of Conflicts of Interest Agreement to ensure the Contractor's business records or other proprietary data reviewed or obtained in the course of assisting the Contracting Officer in assessing the Contractor for compliance are protected to ensure information or data is not improperly disclosed or other impropriety occurs.

(d) Furthermore, if VA determines any services the support contractor(s) will perform in assessing compliance are advisory and assistance services as defined in FAR 2.101, Definitions, the support contractor(s) must also enter into an agreement with the Contractor to protect proprietary information as required by FAR 9.505-4, Obtaining access to proprietary information, paragraph (b). The Contractor is required to cooperate fully and make available any records as may be required to enable the Contracting Officer to assess the Contractor compliance with the subcontracting commitments.

(End of clause)

852.232-72 Electronic Submission of Payment Requests (NOV 2018)

852.237-70 Contractor Responsibilities (APR 1984)

(END OF ADDENDUM TO FAR 52.212-4)

FAR 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders (OCT 2018)

The following subparagraphs of FAR 52.212-5 are applicable:

(b)(22) 52.219-28, Post Award Small Business Program Rerepresentation (JUL 2013)

(b)(25) 52.222-3, Convict Labor (JUNE 2003)

(b)(27) 52.222-21, Prohibition of Segregated Facilities (APR 2015)

(b)(28)(i) 52.222-26, Equal Opportunity (SEPT 2016)

(b)(30) 52.222-36, Equal Opportunity for Workers with Disabilities (JUL 2014)

(b)(33)(i) 52.222-50, Combating Trafficking in Persons (MAR 2015)

(b)(42) 52.223-18, Encouraging Contractor Policies to Ban Text Messaging While Driving (AUG 2011)

(b)(45)(i), Privacy Training (JAN 2017)

(b)(49) 52.225-13, Restrictions on Certain Foreign Purchases (JUNE 2008)

(b)(55) 52.232-33, Payment by Electronic Funds Transfer System for Award Management (OCT 2018)

(c)(2) 52.222-41, Service Contract Labor Standards (AUG 2018)

(c)(3) 52.222-42, Statement of Equivalent Rates for Federal Hires (MAY 2014)

(c)(4) 52.222-43, Fair Labor Standards Act and Service Contract Labor Standards Price Adjustment (AUG 2018)

(c)(8) 52.222-55 Minimum Wages Under Executive Order 13658 (DEC 2015)

(c)(9) 52.222-62 Paid Sick Leave Under Executive Order 13706 (JAN 2017)

Section VI: Additional Information

This is an open-market combined synopsis/solicitation for services as defined herein. The government intends to a firm fixed price contract as a result of this combined synopsis/solicitation that will include the terms and conditions set forth herein. To facilitate the award process, all quotes must include a statement regarding the terms and conditions herein as follows:

"The terms and conditions in the solicitation are acceptable to be included in the award document without modification, deletion, or addition."

OR

"The terms and conditions in the solicitation are acceptable to be included in the award document with the exception, deletion, or addition of the following:"

The contractor must list exception(s) and rationale for the exception(s).

All quotations must be sent via email to Thomas Cossentino, Contract Specialist, thomas.cossentino@va.gov Submission must be received not later than 12/20/2019 at 2:00PM EST. Late submissions must be treated in accordance with the solicitation provision at FAR 52.212-1(f). Only e-mailed quotes will be accepted. It is the responsibility of the contractor to ensure and confirm the Government s timely receipt of their quote.

Any questions or concerns regarding this solicitation should be forwarded in writing via e-mail to the Contract Specialist, Thomas Cossentino, thomas.cossentino@va.gov no later than 12/16/2019 at 10:00 AM EST.

Department of Labor Wage Determination 2015-4223, revision 11, Erie County, PA, applies. Contractor must comply with all applicable wage & hour laws and is responsible for selecting the correct occupation titles. Current Wage Determinations can be obtained online at: https://beta.sam.gov/.

Section VII: Attachments

ATTACHMENT A: QUALITY ASSURANCE SURVIELLANCE PLAN

ATTACHMENT B: ERIE VAMC HEALTH REQUIREMENTS

ATTACHMENT C: DOL WAGE DETERMINATION 2015-4223, REV 11

ATTACHMENT D: BAA TEMPLATE

(End of Document)