R699--James J. Peters Switchboard Operators Services.

The Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 2 is soliciting for 24/7 switchboard operator services at the James J. Peters VA Medical Center in the Bronx, New York. The solicitation (36C24226Q0189) requires contractors to provide eight switchboard operators and one supervisor to handle incoming calls, emergency communications, public address system operations, and patient confidentiality compliance under the Privacy Act of 1974. Offerors must demonstrate technical capability, provide three references from similar projects completed within the past five years, and submit pricing for the complete requirement; partial proposals will be deemed non-responsive. The government will evaluate proposals based on technical capability (Factor 1), past performance (Factor 2), and price (Factor 3), with technical and past performance combined being significantly less important than price. The offer due date is March 17, 2026, at 12:00 PM EDT, with technical questions due by March 6, 2026, and submission required electronically to Clifford S. Harrison at Clifford.Harrison@va.gov.

This is an unrestricted solicitation with no set-aside designation and an estimated contract value of approximately $19 million. The contract covers a base period from April 1, 2026, through September 30, 2026, followed by four one-year option periods extending through September 30, 2030. Staffing requirements include three switchboard operators during weekday day shifts (8:00 AM-4:30 PM), two during afternoon shifts (4:00 PM-12:00 AM), and one during midnight shifts (12:00 AM-8:00 AM), with two operators per shift on weekends and holidays. Prevailing wage rates established by the Department of Labor apply, with rates ranging from approximately $16.41 to $61.13 per hour depending on occupation, plus fringe benefits of $5.55 per hour. The service will be performed on-site at the James J. Peters VA Medical Center in the Bronx, and contractors must comply with HIPAA requirements, VA security and information system standards, and quality assurance performance metrics requiring 98% coverage compliance, 95% compliance for call answering within five rings, and 98% compliance for proper call handling.