R426--Questions and Answers

The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 7 (VA VISN 7) has issued a Special Notice for Solicitation 36C24725Q0377, targeting telephone answering services for the VA Atlanta Medical Center in Decatur, Georgia. The solicitation falls under NAICS Code 561421 for Telephone Answering Services and Product Service Code R426 for Professional Communications Support. The current contract is held by Innovations at Work (contract 36C24720C0102), with the existing operation managing approximately 3,000 calls daily using 19 telephone operators. The contract involves providing switchboard operations at the medical center, with the government supplying operational space, workstations, computers, and telecommunications equipment. Contract Officer Joseph E. Horn is the primary point of contact for this procurement, with communication directed to Joseph.Horn@va.gov.

The purpose of this Special Notice is to provide a platform for potential contractors to submit and receive clarification questions about the upcoming solicitation. Key deadlines include a response date of March 25, 2025, with the government indicating potential flexibility in extending the proposal submission timeline. Contractors will need to prepare technical proposals evaluated against the Performance Work Statement, with past performance forming part of the assessment criteria. Eligibility appears open, with no specific set-aside restrictions noted. The contract requires a full-time onsite Project Manager and mandates background investigations for personnel, which will cost between $380-$480. Contractors should be prepared to handle monthly invoicing and maintain cleaning responsibilities for common contractor-used areas. The government will provide primary equipment including computers, telephone systems, and Siemens Telephone Attendant Consoles, which should assist potential offerors in developing competitive pricing and technical proposals.