R426--FY26 Switchboard Services (B+ OPT4)

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding the solicitation for switchboard operations at the Northport VA Medical Center.

• Division of Responsibilities: Duties will be shared between government and contractor staff during scheduled work shifts.

• Staffing Levels: A total of 6 contractor employees and 6 government employees will cover the 24/7/365 operational requirements, with shifts determined by the government.

• Call Volume: The average daily call volume is between 700 and 1200 calls.

• Workstations: There are 5 workstations to be shared among contractors and existing government employees.

• Proposal Page Limit: While the Contracting Department does not strictly enforce the 10-page limit for the Technical Capability volume, vendors are advised to submit proposals of no more than 15 pages. This limit excludes resumes or attachments.

• Project Manager Location: The Government requires a working, on-site lead/supervisor to manage contract workers.

• Dual-Hatted Roles: A senior-level operator or working leader can be dual-hatted as the Project Manager, provided they are also an on-site worker and meet all management and supervision requirements.

• Document Submission: All Part IV attachment documents must be completed and submitted separately; they should not be combined into a single PDF.

• Resumes: Resumes are required for all positions, not just the Project Manager, to demonstrate readiness to start upon award.

• Formatting: Proposals should use Arial font, 12-point size, with regular margins and spacing.

• The proposal submission deadline has been clarified to May 6, 2026, Eastern Standard Time.

Amendment / Modification

This amendment extends the closing date for Solicitation 36C24226Q0358 and addresses vendor questions.

• The closing date for the solicitation has been extended.

• Vendor questions have been addressed.

• The proposal due date is extended to May 6th, 2026, at 12 PM Eastern Standard Time.

• A separate document titled "Questions and Answers" is attached, containing responses to vendor inquiries.

Form / Attachment / Pricing Sheet

This document appears to be a template or form intended for listing employee names. Its purpose is likely to collect personnel information relevant to the opportunity.

• The document contains fields for 'Employee Name'.

Bidders may need to complete and submit this form as part of their proposal, likely to detail the personnel they intend to assign to the contract. It is crucial for bidders to review the specific instructions within the solicitation or related documents to understand how and when to submit this list.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the Quality Assurance Surveillance Plan (QASP) for monitoring contractor performance related to switchboard services.

The government will monitor and evaluate contractor performance using various methods, including customer feedback, management information systems, periodic observation, random sampling, and telephone traffic analysis.

Specific performance standards for switchboard services are detailed:

• Task 1 (Coverage): Ensure appropriate coverage for daily workload and unexpected absences, including emergency/crisis situations. Requires additional operators during peak weekday hours (7:00 am - 6:30 pm). Acceptable Quality Level (AQL): 95%. Surveillance Method: Observation and random inspection.
• Task 2 (Call Answering): Incoming calls must be answered within five rings with the standard greeting: "This is the Northport VA Hospital. How may I direct your call?". AQL: 96%. Surveillance Method: Random inspection.
• Task 3 (Courtesy & Professionalism): Operators must use telephone courtesy and tact, processing calls professionally while complying with Federal and VAMC policies on Release of Information, Privacy, and the Privacy Act of 1974. AQL: 96%. Surveillance Method: Inspection.
• Task 4 (Call Handling): Handle all incoming calls, including transfers, off-station calls, conference calls, and paging staff. Maintain privacy in accordance with the Privacy Act of 1974. AQL: 98%. Surveillance Method: Observation and customer complaints.
• Task 5 (Screening & Misrepresentation): Screen calls for general information and ensure caller satisfaction. Operators must not misrepresent themselves as VA employees. AQL: 97%. Surveillance Method: Observation and customer complaints.

Not specified in this document.

• Performance Evaluation Meetings: The Project Manager (PM) will meet regularly with the Contracting Officer's Representative (COR) to evaluate performance. Contract Discrepancy Reports (CDRs) may trigger meetings with the PM, Contracting Officer (CO), and COR to resolve issues. Written minutes will be prepared and signed. Disputes will follow the contract's Disputes Clause.
• Privacy: Strict adherence to the Privacy Act of 1974 and other applicable laws/regulations regarding patient information is required.

Solicitation / RFP / RFQ

This solicitation seeks a Firm Fixed Price contract for on-site Switchboard Operation and Emergency Dispatch Services for the Department of Veterans Affairs, Northport, NY VA Medical Center. The services are critical for promptly answering and routing all calls to the Medical Center.

• Provide a total of six (6) personnel, including an on-site full-time working supervisor or lead.

• Utilize Cisco Webex and Cisco Finesse for call processing.

• Provide 5 FTE (full-time, 40 hours/week) personnel for switchboard services and one supervisor/lead.

• Operators must provide information services, use Public Address, Radio Paging, and two-way radio systems.

• Ensure 7-day-a-week coverage, including federal holidays, with back-up for staff absences.

• Operators must be able to handle various call types, including local, long-distance, collect calls (emergency only), and provide general and specific information.

• Respond immediately to emergency calls and alarms, including Code Blue and Crisis Pager activations.

• Maintain confidentiality of patient information in compliance with the Privacy Act of 1974 and HIPAA.

• Contractor shall furnish headsets compatible with government equipment.

• Contract Type: Firm Fixed Price.

• Period of Performance: Base year (05/15/2026 - 05/14/2027) with four (4) one-year option periods.

• Estimated Value: $19 Million (This appears to be an estimate for the total contract value).

• Offers are due by May 4, 2026, 12 PM EDT.

• Proposals must be submitted electronically via email to Clifford.Harrison@va.gov.

• Offers must be in PDF format, named as specified.

• Technical Questions deadline: April 27th, 2026, 12 PM EST, via email.

• Evaluation Factors: Technical Capability, Past Performance, and Price.

• Technical Capability requires a maximum 10-page capability statement, demonstration of understanding the PWS, risk mitigation, contractor experience (3-5 instances in the last 5 years), and key personnel resumes.

• Past Performance requires three contract references.

• This acquisition is listed as UNRESTRICTED.

• The solicitation incorporates FAR clauses by reference, including 52.212-1, 52.212-4, and 52.212-5.

• Several VAAR clauses are also incorporated.

• Attachments include Wage-NP, Quality Assurance Surveillance Plan, Business Associate Agreement, Limitations on Subcontracting Certificate, Security Clause, and Personnel List.

Form / Attachment / Pricing Sheet

This document is a "Register of Wage Determinations Under the Service Contract Act" issued by the U.S. Department of Labor. It provides the minimum wage rates and fringe benefits required for various occupations in the specified geographic area (New York Counties of Nassau, Suffolk) for contracts subject to the Service Contract Act.

• Lists numerous occupational codes and titles.
• Specifies the minimum hourly wage rate for each occupation.
• Indicates that "Fringe Benefits Required Follow the Occupational Listing." (Specific fringe benefit details are provided later in the document, including Health & Welfare rates and paid sick leave provisions).
• Includes notes on Executive Orders 13706 (Paid Sick Leave) and 13658 (Minimum Wage), outlining their applicability and requirements.
• Details vacation and holiday provisions.
• Explains the process for requesting additional classifications and wage rates (conformance process) if an occupation is not listed.

This document is critical for bidders to understand the minimum labor costs associated with performing the contract. Bidders must ensure their proposed wages and benefits meet or exceed these determined rates to comply with the Service Contract Act. Failure to comply can lead to penalties. The specific wage rates listed will directly impact a bidder's cost proposal and overall competitiveness.

Amendment / Modification

This amendment addresses formatting issues that occurred with the original posting of the Northport Switchboard Services solicitation. The contracting office is reposting the solicitation with the same attachments as the original notice.

• The solicitation itself (Section 9A) is being reposted due to formatting issues.

• The hour and date specified for receipt of offers are not extended by this amendment.

• Offerors must acknowledge receipt of this amendment prior to the specified hour and date.

• If an offeror desires to change an offer already submitted, the change must be made by letter or electronic communication referencing the solicitation and this amendment, and must be received prior to the opening hour and date.

The following documents are included with this amendment:

• S02 36C24226Q0358 New.
• P07. Wage Determination.
• QUALITY ASSURANCE SURVEILLANCE PLAN NEW 1.
• BUSINESS ASSOCIATE AGREEMENT.
• 852.219-75 VA NOTICE OF LIMITATIONS ON SUBCONTRACTING-CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION.
• VA INFORMATION AND INFORMATION SYSTEM SECURITY.
• Personnel List.

Other / Unclassified

This document outlines the Department of Veterans Affairs (VA) requirements for information and information system security and privacy language to be included in contracts. It details the obligations of contractors, contractor personnel, subcontractors, and subcontractor personnel regarding the handling, access, storage, transmission, and disposal of VA information and information systems.

This document is critical for potential bidders as it establishes the security and privacy mandates that will likely be incorporated into any resulting contract. Key areas of importance for bidders include:

• Compliance: Contractors must adhere to the same Federal laws, regulations, standards, and VA Directives/Handbooks as VA personnel concerning information security.
• Access Control: Access to VA information and systems must be limited to what is necessary for contract performance. Background investigations are required for personnel with access.
• Data Handling: Strict rules govern the use, storage, backup, maintenance, disclosure, and disposal of VA information. Co-mingling VA data with contractor systems is discouraged and requires specific controls. Data destruction must follow NARA requirements and requires VA approval.
• Encryption: Sensitive VA information must be stored, transported, or transmitted using VA-approved, FIPS 140-2 validated encryption tools.
• System Development & Hosting: Information systems designed, developed, hosted, operated, maintained, or used by contractors must comply with VA, FISMA, HIPAA, and NIST security and privacy requirements. This includes completing Privacy Impact Assessments (PIAs) and adhering to security control standards.
• Security Incidents & Data Breaches: Contractors must immediately report any known or suspected security incidents or unauthorized disclosures. The document outlines procedures for incident investigation and specifies that contractors are liable for liquidated damages in the event of a data breach involving sensitive personal information (SPI), as per 38 U.S.C. §5725.
• Testing & Training: VA reserves the right to evaluate security controls and privacy practices. Contractor employees must complete mandatory cybersecurity and privacy training and acknowledge Contractor Rules of Behavior before gaining access to VA systems and information. Failure to comply can result in suspension or termination of access.

Form / Attachment / Pricing Sheet

This document is a "VA NOTICE OF LIMITATIONS ON SUBCONTRACTING-CERTIFICATE OF COMPLIANCE FOR SERVICES AND CONSTRUCTION." It requires offerors to certify their compliance with subcontracting limitations as stipulated in the solicitation and resultant contract, in accordance with 38 U.S.C. 8127(k)(2).

• Services Contracts: Offerors must certify they will not pay more than 50% of the contract amount to firms that are not VIP-listed SDVOSBs or VOSBs. Other direct costs may be excluded under specific conditions.
• General Construction Contracts: Offerors must certify they will not pay more than 85% of the contract amount to firms that are not VIP-listed SDVOSBs or VOSBs. Material costs are excluded.
• Special Trade Construction Contractors: Offerors must certify they will not pay more than 75% of the contract amount to firms that are not VIP-listed SDVOSBs or VOSBs. Material costs are excluded.
• Certification Acknowledgment: Offerors acknowledge that this certification is subject to penalties under Title 18, United States Code, Section 1001, for false statements.
• Compliance Verification: The VA may require documentation to verify compliance during contract performance and upon completion.
• Cooperation: Offerors agree to cooperate and provide requested documents for compliance determination.
• Required Completion: The certification must be completed, signed, and returned with the offer. Failure to provide it will render the offer ineligible for award.

This is a mandatory certification for all offerors. Bidders must carefully review the subcontracting limitations specific to the contract type (services, general construction, or special trade construction) and ensure they can comply. Failure to complete and submit this form with the offer will result in disqualification. Bidders should be prepared to provide documentation to support their compliance if requested by the VA.

Solicitation / RFP / RFQ

This solicitation is for Firm Fixed Price contract for Switchboard Operation and Emergency Dispatch Services for the Department of Veterans Affairs, Northport, NY VA Medical Center. The contractor will provide a total of six (6) personnel, potentially including an on-site full-time working supervisor or lead.

• Provide five (5) full-time telephone operators and one (1) on-site full-time working supervisor/lead.

• Utilize Cisco Webex and Cisco Finesse for call processing.

• Answer incoming and outgoing calls promptly and courteously.

• Provide information services, relay messages via Public Address, Radio Paging, and two-way radio systems.

• Ensure 7-day-a-week coverage, including federal holidays, with back-up for staff absences.

• Operators must be able to handle various call types, including special long-distance calls, and assist patients with credit card calls.

• Handle emergency calls and alarms, including Code Blue, Crisis Pager groups, and fire reporting.

• Maintain strict confidentiality of patient information in compliance with the Privacy Act of 1974 and HIPAA.

• Contractor shall provide headsets compatible with government-owned equipment.

• Contract Type: Firm Fixed Price

• Period of Performance: Base Year (05/15/2026 - 05/14/2027) with four (4) one-year option periods.

• Estimated Value: $19 Million (This appears to be an estimate for the base year or a portion of the contract, not the total potential value over all years).

• Offers are due by May 4, 2026, 12 PM EDT.

• Proposals must be submitted electronically via email to Clifford.Harrison@va.gov.

• Offers must be submitted in four parts: Technical Capability, Past Performance, Pricing, and Miscellaneous Items.

• Evaluation will be based on Technical Capability, Past Performance, and Price.

• Technical Capability will assess understanding of the PWS, risk mitigation, contractor experience (3-5 similar instances in the past 5 years), and key personnel resumes.

• Past Performance requires three contract references.

• Technical questions must be submitted in writing by April 27th, 2026, 12 PM EST.

• The acquisition is UNRESTRICTED.

• NAICS Code: 561421 (Telephone Call Centers)

• Size Standard: $19 Million (This appears to be an estimate for the base year or a portion of the contract, not the total potential value over all years).

• The solicitation incorporates FAR clauses by reference, including 52.212-1, 52.212-4, and 52.212-5.

• Several VAAR clauses are also incorporated.

• Attachments include Wage Determination, Quality Assurance Surveillance Plan, Business Associate Agreement, Limitations on Subcontracting Certificate, VA Information Security Clause, and Personnel List.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the Quality Assurance Surveillance Plan (QASP) for monitoring and evaluating contractor performance.

The QASP details the methods the government will use to assess contractor performance, including:

• Customer feedback/complaints
• Management information systems
• Periodic observation and review of services
• Random sampling
• Telephone switchboard traffic analysis

It also specifies procedures for Performance Evaluation Meetings between the Project Manager (PM) and Contracting Officer's Representative (COR), including the issuance of Contract Discrepancy Reports (CDRs) and the process for resolving identified problems.

The document defines performance standards for "Switchboard Services" with specific indicators, standards, acceptable quality levels (AQL), and methods of surveillance:

• Task 1 (Coverage): Ensure appropriate coverage for daily workload and unexpected staff absences. AQL: 95%. Method: Observation and random inspection.
• Task 2 (Call Answering): Incoming calls answered within five rings and routed appropriately. AQL: 96%. Method: Random inspection.
• Task 3 (Courtesy & Professionalism): Operators to use courtesy and tact, complying with Federal and VAMC policies on information release and patient privacy. AQL: 96%. Method: Inspection.
• Task 4 (Call Referral): Handle all incoming calls, referring them to the appropriate extension/party, including internal calls, call transfers, off-station calls, conference calls, and paging staff. AQL: 98%. Method: Observation and Customer Complaints.
• Task 5 (Screening & Satisfaction): Screen calls for general information, ensure caller satisfaction, and not accept collect calls. Operators must not misrepresent themselves as VA employees. AQL: 97%. Method: Observation and Customer Complaints.

Not explicitly stated in this document, but implied to be related to the Northport VA Hospital for switchboard services.

• Adherence to Federal and VAMC policies on Release of Information and Privacy.
• Compliance with the Privacy Act of 1974.
• Procedures for handling disputes and contract discrepancies.

Form / Attachment / Pricing Sheet

This document is a "REGISTER OF WAGE DETERMINATIONS UNDER THE SERVICE CONTRACT ACT" issued by the U.S. Department of Labor, Employment Standards Administration, Wage and Hour Division. It provides the minimum wage rates and fringe benefits required for various occupations when performing contract work subject to the Service Contract Act in specific geographic areas.

• Wage Determination Number: 2015-4157, Revision No. 30, dated 12/03/2025.
• Area: New York Counties of Nassau, Suffolk.
• Occupational Listings: Includes a comprehensive list of occupations with corresponding wage rates and footnotes.
• Fringe Benefits: Details health and welfare benefits ($5.55/hour or $222.00/week) and paid sick leave provisions (EO 13706).
• Vacation: Specifies paid vacation accrual based on years of service.
• Holidays: Lists a minimum of twelve paid holidays per year.
• Special Pay Differentials: Includes information on night pay, Sunday pay, and hazardous pay differentials.
• Uniform Allowance: Outlines requirements for providing and maintaining uniforms.
• Conformance Process: Details the procedure for establishing wage rates for unlisted occupations.

This document is crucial for bidders to understand the minimum labor costs associated with performing services under a contract in the specified area. It directly impacts proposal pricing by establishing mandatory wage rates and fringe benefits for covered employees. Bidders must ensure their proposals comply with these requirements to be considered responsive.

Form / Attachment / Pricing Sheet

This document is a personnel list template. It is intended for bidders to fill out with employee names as part of their proposal submission.

• The document contains a single column header: "Employee Name".
• Bidders are expected to list the names of their employees under this header.

This form is a required attachment for the proposal. Bidders must complete this document by listing their personnel to comply with the solicitation's submission requirements.

Solicitation / RFP / RFQ

This is a notice of a forthcoming solicitation for Northport Switchboard Services at the Northport VA Medical Center. The requirement is specifically for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

Details regarding the specific switchboard services required are not fully elaborated in this notice but will be provided in the full solicitation.

• Contract type: Not specified.

• Period of Performance: Not specified.

• Estimated Value: Not specified.

• Proposal submission instructions will be detailed in the upcoming solicitation.

• Evaluation criteria: Not specified.

• Key deadlines: Response Date is 03-24-2026 12PM Eastern Time, New York, USA.

• This opportunity is exclusively set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

• The solicitation number is 36C24226Q0358.

• The NAICS Code is 561421.

• The Product/Service Code is R426.

• Place of Performance: Northport VA Medical Center, 79 Middleville Road, Northport NY 11768, USA.

• Contracting Office Address: Department of Veterans Affairs, Network Contracting Office 2, James J. Peters VA Medical Center, 130 West Kingsbridge Road, Bronx NY 10468-3904.

• Point of Contact: Clifford S. Harrison, Contracting Officer, Clifford.Harrison@va.gov, 718.584.9000 EXT.4680.