Phone System Maintenance and Support Services for IHS, Lockport Service Unit

Solicitation / RFP / RFQ

This document is a solicitation for Phone System Maintenance and Support Services for the Indian Health Service, Lockport Health Center in Lockport, New York. The acquisition is a 100% set-aside for Small Businesses.

• Phone System Maintenance and Support Services.

• The period of performance for the base year is October 1, 2026, to September 30, 2027.

• Option Year One: October 1, 2027, to September 30, 2028.

• Option Year Two: October 1, 2028, to September 30, 2029.

• Option Year Three: October 1, 2029, to September 30, 2030.

• Option Year Four: October 1, 2030, to September 30, 2031.

• Offer Due Date: June 2, 2026, 1500 CT.

• The solicitation number is 75H71526000018.

• This acquisition is a 100% set-aside for Small Businesses.

• North American Industry Classification Standard (NAICS) code: 811210.

• Size Standard: $34 Million.

• Standard Form 1449 is used for this solicitation.

Form / Attachment / Pricing Sheet

This document is a Price Schedule for "Phone System Maintenance and Support Services" at the Lockport Health Center. It requires bidders to provide pricing for a base year and four option years.

• Base Year: October 1, 2026 – September 30, 2027 (12 months x per month = $
• Option Year One: October 1, 2027 – September 30, 2028 (12 months x per month = $
• Option Year Two: October 1, 2028 – September 30, 2029 (12 months x per month = $
• Option Year Three: October 1, 2029 – September 30, 2030 (12 months x per month = $
• Option Year Four: October 1, 2030 – September 30, 2031 (12 months x per month = $
• Total: Base Year plus four 12-month Option Years Total - $
• Pricing must be all-inclusive, covering labor, tools, travel, lodging, per diem, fringe benefits, federal, state, and local taxes, and all other costs pertinent to the purchase order.

This schedule is essential for bidders to calculate and submit their proposed pricing for the phone system maintenance and support services. Bidders must fill in the monthly rates for each year and the total price. The all-inclusive nature of the pricing should be carefully considered when preparing the bid.

Forms / Attachments / Pricing Sheets

This document, titled "Provisions and Clauses," lists and incorporates by reference various Federal Acquisition Regulation (FAR) and Health and Human Services Acquisition Regulation (HHSAR) provisions and clauses. It also specifies authorized deviations in provisions and clauses. The document serves to inform offerors of the mandatory terms and conditions that will apply to the contract, some of which may require specific action or submission from the offeror.

• Solicitation Provisions Incorporated by Reference (FEB 1998): These provisions have the same effect as if they were in full text. Offerors can request the full text or access it electronically. Offerors may identify provisions by paragraph identifier and provide required information instead of submitting the full text.
• Clauses Incorporated by Reference (FEB 1998): Similar to provisions, these clauses are incorporated by reference and can be accessed electronically or upon request.
• Authorized Deviations: Indicates provisions and clauses with authorized deviations, marked by "(DEVIATION)" after the date or name.
• List of Incorporated Provisions and Clauses: A comprehensive list of specific FAR and HHSAR provisions and clauses that are incorporated by reference, including their identifiers and dates. Many are marked with "(DEVIATION)".
• Clauses in Full Text: Several clauses are provided in full text, including FAR 52.217-8 (Option to Extend Services), FAR 52.217-9 (Option to Extend the Term of the Contract), and HHSAR 352.232-71 (Electronic Submission of Payment Requests).

Bidders must carefully review this document to understand all applicable provisions and clauses, especially those that require specific representations, certifications, or actions as part of their proposal submission. The full text of referenced provisions and clauses should be accessed and understood to ensure compliance. The clauses provided in full text, particularly those related to contract extensions and electronic payment submissions, outline key contractual terms that will affect performance and payment processes.

Statement of Work (SOW)

To establish the requirements and scope of services for the maintenance, support, and technical management of the Mitel MiVoice Business Phone System deployed at the Lockport Service Unit, ensuring reliable voice communication services.

• Comprehensive maintenance, support, and technical services for the Mitel MiVoice Business Phone System, including hardware, software, and integration components.

• Specific support for Mitel MiVoice Business PBX systems, MiCollab, MiContact Center, MiVoice Border Gateway (MBG), Session Border Controller (SBC), Mitel 5300/6900 Series IP phones, and analog devices.

• Management of licensing, firmware, and software updates.

• Troubleshooting of voice network interfaces and SIP trunking.

• Support for voicemail, hunt groups, ACD queues, adds, moves, changes, and call routing.

• Maintain 100% uptime for mission-critical communications.

• Provide timely response and resolution to system incidents.

• Ensure compliance with federal cybersecurity and privacy standards.

• Keep system firmware and software versions current and supported.

• Deliver ongoing system optimization and performance monitoring.

• Preventive Maintenance: Quarterly system health checks, performance tuning, and applying patches.

• Corrective Maintenance: Prompt diagnosis and resolution of failures, replacement of defective parts.

• Remote and On-site Support: 24/7 remote support and on-site dispatch within SLA timeframes.

• System Monitoring & Reporting: Monitoring logs, providing quarterly operational and performance reports.

• Documentation & Configuration Management: Maintaining up-to-date configuration files, network diagrams, and providing backup copies.

• Training & Knowledge Transfer: Providing annual refresher training for IT/telecom staff.

• Response and Resolution Times defined for Critical, High, Medium, and Low incident types, covering PBX outages, call routing failures, voicemail issues, and user configuration problems.

• Monthly Maintenance Report

• Quarterly System Audit Report

• Annual Technical Assessment

• Updated Inventory List

• Base Year: October 1, 2026 – September 30, 2027

• Four Option Years: October 1, 2027 – September 30, 2031

• Indian Health Service, Lockport Service Unit, 150 Professional Pkwy, Lockport, NY.

• Adherence to HHS IT Security Policy, FISMA, NIST SP 800-53, HIPAA, and Mitel security hardening guides.

• Contractor personnel require background checks and must comply with facility access control policies.

• Compliance with FAR 52.204-9 regarding Personal Identity Verification of Contractor Personnel.

• Employees must be US citizens or have lawful permanent residence status.

• Suitability determinations are required for employees requiring unescorted access.

• Compliance with IHS security requirements and Trusted Internet Connection (TIC) policies.

Solicitation / RFP / RFQ

This is a combined synopsis/solicitation for Phone System Maintenance and Support Services for the Indian Health Service (IHS) Lockport Health Center in Lockport, NY. The solicitation is a 100% set-aside for small businesses.

• The vendor shall provide phone system maintenance and support services.

• Pricing must be all-inclusive, covering labor, materials, equipment, tools, travel, lodging, per diem, fringe benefits, federal, state, and local taxes, and all other costs pertinent to performance.

• The vendor must provide a minimum of 2 relevant and recent prior contracts similar to the Statement of Work.

• Contract Type: Firm-fixed price purchase order.

• Period of Performance: Base Year (October 1, 2026 – September 30, 2027) with four Option Years extending through September 30, 2031.

• Estimated Value: Not explicitly stated, but the North American Industry Classification System (NAICS) code is 811210 with a small business size standard of $34.0M.

• Award will be based on the lowest price technically acceptable (LPTA) quote.

• Quotes must be submitted via email to courtney.davis@ihs.gov.

• Submission Deadline: June 2, 2026, by 3:00 pm Central Time.

• Required Submission Items:

  • Completed Sections 17a, 23, 24, 30a, 30b, and 30c of the attached SF 1449 document (including UEI number).
  • Completed Attached Price Schedule.
  • Past Performance Information (minimum 2 relevant contracts).

• This solicitation is a 100% set-aside for small businesses.

• All quoters must have a UEI number and be registered and active in the System for Award Management (SAM.gov), including completed SAM Representations and Certifications.

• The Statement of Work (SOW) is attached separately.

• All communication, including questions and comments, should be sent via email to courtney.davis@ihs.gov.

Form / Attachment / Pricing Sheet

This document is a U.S. Department of Labor Wage Determination (No. 2015-4147, Revision No. 35) for the Service Contract Act. It establishes the minimum wage rates and fringe benefits required for various occupations in the specified geographic area.

• Geographic Area: New York Counties of Erie and Niagara.
• Occupational Listings: Provides a comprehensive list of job titles (e.g., Administrative Support, Automotive Service, Health Occupations, Information Technology) along with their corresponding minimum hourly wage rates.
• Fringe Benefits: Indicates that fringe benefits are required and follow the occupational listing. Specific benefits like Health & Welfare, Paid Sick Leave (EO 13706), Vacation, and Holidays are detailed.
• Executive Orders: Notes the applicability of Executive Order 13706 (Paid Sick Leave) and Executive Order 13658 (Minimum Wage) for federal contractors.
• Conformance Process: Outlines the procedure for establishing wage rates for occupations not listed in the determination.

This document is crucial for bidders responding to solicitations covered by the Service Contract Act. It dictates the minimum labor costs that must be factored into proposals for contracts performed in the specified New York counties. Bidders must ensure their proposed wages and benefits meet or exceed these requirements to be compliant.