Music On Hold Services Base

Sources Sought Notice

This Sources Sought/Market Survey Notice is being conducted by the Network Contracting Office (NCO) 16, located in Houston, Texas, in support of the Central Arkansas Veterans Healthcare System (CAVHS) in Little Rock, Arkansas to identify sources capable of providing phone music/messaging while on hold services at Central Arkansas Veterans Healthcare System, 2200 Fort Roots Drive, North Little Rock, AR 72114.

NOTE 1: Contractor shall be an authorized and possess licenses or certification capable of services thru equipment currently installed by Spectrio; meeting all government requirements and objectives.

Performance Location and Hours:

Central Arkansas Veterans Healthcare System (CAVHS) in Little Rock, Arkansas. Normal duty hours are from 0800-1630, Monday through Friday, excluding Federal Holidays. This is a one-time need. Scheduling of training will be established after award.

Draft Performance Work Statement

Contract Title: On-hold messaging service for Central Arkansas Veterans Healthcare System (CAVHS)

Background: On hold messaging/announcements/music is a vital telephone service currently provided by Spectrio. Callers are more prone to hang up if being placed on a silent hold. Callers listening to information have a greater chance of remaining on the phone while being placed on hold. On-hold messaging services have been provided at Central Arkansas Veterans Healthcare System for several years.

Scope: On-hold messaging is a service used by organizations to deliver information to their callers waiting on hold or while they are being transferred; equipment currently installed by Spectrio. The contractor shall provide all resources necessary to accomplish the deliverables described in the specific tasks of this performance work statement (PWS) thru equipment currently installed by Spectrio, except as may otherwise be specified.

Specific Tasks: Contractor shall provide CAVHS with on-hold messaging service. Service shall be informational in nature and shall be heard over the phone system when any caller to CAVHS is placed on hold at any location of CAVHS. Various resources such as script copy, music recordings and voice talent resources shall be made available to produce the material used during the playback of this service. If material used to provide this service is licensed and/or copyrighted material, any such licensing shall be covered in the fees for this service. Scripts shall be provided by the staff of CAVHS or developed through the contractor. Any proprietary equipment shall be installed by contractor and technical support for the equipment shall be provided by contractor. Contractor shall update messaging/announcements as needed by CAVHS.

Performance Monitoring: This is a performance-based contract. Performance monitoring shall be conducted by the COR to ensure requirements are met.

Security Requirements: The contractor employees shall not have access to VA sensitive or computer information and shall not require routine access to VA Facilities. The contractor employees shall require intermittent access only and shall be escorted by VA employees while at VA Facilities. No background investigation is required. The delivery of services specified in the PWS shall not require the connection of contractor-owned devices to a VA internal trusted network. C&A requirements do not apply; a Security Accreditation Package is not required. The Contractor and their personnel shall follow all VA policies, standard operating procedures, applicable laws and regulations while on VA property. Violations of VA regulations and policies may result in citation and disciplinary measures for persons violating the law.

Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI): No government-furnished equipment (GFE) or information shall be provided to contractor.

Places of Performance: John L. McClellan Memorial Veterans Hospital Eugene J. Towbin Healthcare Center

4300 West 7th Street 2200 Fort Roots Drive

Little Rock, AR 72205 North Little Rock, AR 72114

Conway Outpatient Center Hot Springs Outpatient Center

1520 East Dave Ward Drive 177 Sawtooth Oak Street

Conway, AR 72032 Hot Springs, AR 71901

Little Rock Mental Health Clinic Russellville Outpatient Center

1000 Main Street 3106 West 2nd Court

Little Rock, AR 72201 Russellville, AR 72801

DEU-HR&SS El Dorado Outpatient Center

2402 Wildwood 1702 North West Avenue

Sherwood, AR 72120 El Dorado, AR 71730

Searcy Outpatient Center Mena Outpatient Center

1120 South Main Street 300 Morrow Street, South

Searcy, AR 72143 Mena, AR 71953

#3 Financial Center

900 South Shackleford Road 300

Little Rock, AR 72211Â

Hours of Operations:

The Contractor is responsible for conducting business during normal business hours, Monday through Friday from 0700 to 1530, during the times that the COR is available, except for federal holidays or when the government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

If a holiday falls on a Sunday, the following Monday shall be observed as the National Holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a National Holiday by U.S. Government agencies. Also, included would be any day specifically declared by the President of the United States. Contractor is not required to provide any service(s) on nationally recognized U.S. Government holidays, nor shall the contractor be paid for these holidays.

The Contractor shall always maintain an adequate workforce for the uninterrupted performance of all tasks defined within this solicitation when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

The healthcare systems operations are 24/7, 365 days a year, therefore on occasions; the Government may process orders for Veterans outside of normal business hours. The Contractor shall be required to provide services under these circumstances.

Overtime and Holidays:

Any overtime and/or holiday pay that may be entitled to the Contractor s employee(s) shall be the sole responsibility of the Contractor and shall not be billed to nor reimbursed by the Government. National Holidays: - Listed below are the ten (10) national holidays:

New Year's Day January 1

Martin Luther King's Birthday Third Monday in January

President's Birthday Third Monday in February

Memorial Day Last Monday in May

Independence Day July 4

Labor Day First Monday in September

Columbus Day Second Monday in October

Veterans Day November 11

Thanksgiving Day Fourth Thursday in November

Christmas December 25

In addition to the days designated as holidays, the Government observes the following days:

Any other day designated by Federal Statute

Any other day designated by Executive Order

Any other day designated by the President s Proclamation

It is understood and agreed between the Government and the Contractor that observance of such days by Government personnel shall not otherwise be a reason for an additional period of performance, or entitlement of compensation. In the event the Contractor's personnel work during the holiday, they may be reimbursed by the Contractor, however, no form of holiday or other premium compensation shall be reimbursed either as a direct or indirect cost, other than their normal compensation for the time worked.

Performance Standards:

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Parameter Chart below includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level.

Required Services

Performance Standard

Performance Threshold

Surveillance Method

Method of Assessment

Contractor adheres to approved work schedule

Contractor maintains work schedule 95%

As scheduled

Observation and meetings

Review each scheduled element on approved schedule is within appropriate time frames.

Commissioning of analysis once it is completed

Contractor maintains commissioning schedule 95%

As scheduled

Observation and meetings

Review each commissioning element to ensure it is completed and properly prepared

Staff Training completed and current

100%

Training for staff completed and all training deliverables are approved by COR and received by COR.

Inspection

All training completed, and appropriate training materials delivered.

(End of Draft Performance Work Statement)

If this is a service your business can provide, please respond to this Sources Sought Notice by 11:00am CT on October 21, 2019. Responses should include: (1) Business Name

(2) Business Address

(3) Point of Contact: Name, Phone Number, and E-mail Address

(4) DUNS Number

(5) NAICS code

(6) Business Size: SMALL or LARGE

(7) Type of Business: SERVICE DISABLED VETERAN OWNED (SDVOSB), VETERAN

OWNED (VOSB), 8A, HUBZone, WOMAN-OWNED (WOSB), etc.

(8) Graduation from a four-year academic program in acupuncture and Oriental

medicine that meets or exceeds ACAOMÂ standards certificate.

(9) Capable of services thru equipment currently installed by Spectrio.

All businesses eligible to provide this service are encouraged to reply as this information may be used to determine potential set-asides for the above-noted service.

Send responses to Shasta Britt via e-mail at shasta.britt@va.gov.

This is NOT A REQUEST FOR QUOTE or an announcement of a solicitation.