Inactive Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14)

The due date for all quotes is 08:00 February 7, 2022. Below are the responses to vendor questions. Number Question Answer/Comments 1 Why is this solicitation being released at this time? Ending of 1 ... The due date for all quotes is 08:00 February 7, 2022. Below are the responses to vendor questions. Number Question Answer/Comments 1 Why is this solicitation being released at this time? Ending of 1 year obligation 2 Will the new contractor be able to offer first refusal employment to the current incumbent s employees? If yes how soon can the new contractor engage with the current incumbent employees? Yes (after bid has been awarded and accepted) 3 Are there any operator or supervisor workstations that have special equipment or software provided by the contractor such as software for the visually impaired? How many workstations have special equipment? Yes (1) 4 Birmingham VAMC reported a call abandonment rate of 34.1% for the month of November 2020. Has the call abandonment rate improved under the new contract? What is the current call abandonment rate? Our current call abandonment rate is 14.97% - (Below the required metric) 5 After analysis of call volumes and the 2020 headcount a recommendation to Birmingham VAMC was made in January 2021 to increase the operator count by 1 full-time position and 1 part-time position. How many operator positions are there currently at Birmingham VAMC? 1 Supervisor + 13 employees= 14 (We only have a total of 10 employees at this time) 6 If the call abandonment rate has been over the 5% stated goal over the past few months, would Birmingham VAMC consider increasing the operator headcount. Yes (we are currently under-staffed) - Staffing is based on compliance with Abandonment Rate and Speed to Answer Rate 7 How many of the current operators are full time? 8 8 How many of the current operators are part time? 2 9 How many new operators were onboarded in 2021 at Birmingham VAMC? 14 10 Are there currently any lead operators in addition to the supervisor? How many lead operators? Yes (1) Lead Operator 11 How many operator positions are currently vacant? 4 12 What challenges are facing the switchboard operations program that the VA would like to see resolved? Meeting URAC Standards, Abandonment and Speed to Answer Rates 13 Could the VA provide a call logs report that show the dates and times of all received calls for an entire month? We would like to understand the call arrival pattern. We do not keep Logs here at the BVAMC, however, we do have the ADC Report 14 The hourly wage determination provided with the solicitation lists 01460 Switchboard Operator/Receptionist as $14.12. Would the minimum hourly wage be $15 based executive order 14026? Yes 15 What call center platform does Birmingham VAMC use? i.e. Cisco, Avaya, or etc. CISCO 16 Will the government please provide the current contract number/task order number for which this work is being performed under? 36C24721P0363 17 Pg. 5, PWS 1.1.2 and 5.1.3 Will headsets be covered/provided by the government for contractor use? If not, should a contractor include this in our cost/price? YES 18 Pg. 6, PWS 1.1.6 Will the government please confirm the call volumes are actually 50,000 calls monthly, averaging 600,000 calls per year? Or, are the 50,000 calls an annual call volume?  Yes. We are averaging 600,000 calls annually. 20 Pg. 6, PWS 1.1.6. Will the VA provide the following call information so that an offeror can correctly price the requirement and ensure enough staffing is proposed to meet the service levels? Weekdays: 7A-6P (07:00-18:00) Weekends: 8A 4P(08:00-16-00) a. When are the peak call times weekdays and weekends?  b. What is the maximum number of calls coming in per hour during peak times?  We are averaging 227 calls per hour c. What is the minimum number of calls coming in during off peak hours?  We are averaging 43 calls. d. What is the average number of calls from midnight to 6AM?  We are averaging 18 calls. e. What is the average number of calls for Saturday and Sundays?  We are averaging 409 calls. f. What is the average talk time of each operator?  15 seconds g. What is the average handle time of each operator? It varies from 32 seconds minimum to 1min 25 seconds max.   21 Pg. 8, PWS 2.1 Are incumbent personnel required to receive the 3-week on-the-job training (OJT) sessions under the new contract? Or, will the government waive this requirement for incumbent staff transitioning to the new contract? No. This requirement will be waived for the incumbent staff members. 22 Pg. 8, PWS 2.2 Is this contract currently being fulfilled by an Ability One contractor?  No 23 Pg. 8, PWS 2.2 Does this contract currently employ incumbent personnel that are blind or are affected by another disability? If so, how many incumbent personnel have disabilities and what type of disability do each have so that Offeror s may price the required adaptive equipment or software required in PWS 5.1.3?  Yes. We currently have (1) one Blind employee and (1) one Paraplegic employee. 24 Pg. 14, PWS 4.1.6 does the government want the contractor to provide a separate Project Manager in addition to the Supervisor? Or, can the Supervisor serve as the Project Manager referenced in this PWS section? If PM is a different position than Supervisor, what are the minimum qualifications required by the government for the PM position?  This will be at the discretion of the offeror. 25 Pg. 15, PWS 5.1.3 states that only 8 PCs with standard configurations will be provided for use under the contract. If the contractor s proposal requires staffing that is more than 8 FTEs working at a particular time period/shift, will the government provide extra PCs with configurations to support the additional staff? Or, is the contractor required to provide and price the equipment (work stations/PCs) into its FFP?  Yes, the government will provide the PC s. 26 Pg. 15, PWS 5.1.3 states only 8 PCs will be provided. Pg. 38, B.2 CLINs state 7 workstations when fully staffed. Can the government clarify how many workstations and/or PCs they will provide for contractor use? And, if more workstations/PCs are required, will the government provide? There are a total of 8 PCs and 8 workstations. 27 Pg. 26, PWS 10.2 when is the contractor required to submit its contingency plan? Is it required with the proposal response? With the proposal response. 28 Pg. 38, B.2 Price/Cost Schedule. CLIN 0001 is described as 1 Switchboard Operators: minimum of 1 supervisor and 1 non-sighted operator on duty.  a. Does this description mean that Offerors should price only 3 FTEs for each CLIN (1 operator, 1 supervisor and 1 non-sighted operator) for this CLIN? If not, what should be included in each CLIN price?  Per the PWS b. Are Offerors required to price and staff a non-sighted operator during each POP? Yes. Only one non-sighted operator at a time. c. Where should Offerors price adaptive equipment and software for non-sighted or disabled proposed personnel? Will a separate CLIN be provided?  VA will provide 29 Pg. 71, Attachment IV item g states that offeror has any relevant performance references, the offeror should ensure the attached past performance evaluation form is properly completed and separately submitted by the offeror s references to the government by the time proposals are due. Can the VA please provide the past performance evaluation form that is required for Offeror clients to complete and submit?  Yes 30 Pg. 65, item (b) (4) requires Offerors to submit a technical description of the items being offered in sufficient detail to evaluate compliance with the requirements in the solicitation. a. Does the government want an Offeror to submit a full technical proposal? If so, which Attachment should that be provided in?  No b. If no technical proposal is required, then how will the government comparatively evaluate each Offeror s cost against proposed staffing for each CLIN? For example, if one Offeror proposing 7 operators versus another proposing 10 operators. Where should an Offeror define that difference in staffing that will be provided?  As stated in the Solicitation 31 Will the government consider extending the proposal due date for 14 calendar days to allow contractors to review answers to questions and provide clients the required past performance evaluation form (per pg. 71) once provided by the government?  That is covered in this amendment. 32 Pg. 5, PWS 1.1 states that contracting company shall have at least 5 years of experience providing type of service in a hospital setting. Can an Offeror have any type of call center experience (e.g., patient appointing, etc.) in a hospital setting to meet this requirement? Or, is only switchboard operations experience consider to meet this requirement?  Hospital settings requirements includes experience in Code Blue and Code Stroke Calls.

Inactive

Request for Quote Solicitation 36C247220209_1 SWITCHBOARD OPERATOR

Inactive

This is not a solicitation announcement. This is as sources sought synopsis only. The purpose of this synopsis is to gain knowledge of potential qualified sources and their size classification (hubzon... This is not a solicitation announcement. This is as sources sought synopsis only. The purpose of this synopsis is to gain knowledge of potential qualified sources and their size classification (hubzone, 8(a), small business, small disadvantage business, Veteran owned small business (VOSB), Service Disabled Veteran Owned Small Business (SDVOSB), or large business) relative to NAICS 561421 Telephone Answering Services, with a size standard of $15.5 Mil. Note that if VA s pending market research establishes that two or more VOSB or SDVOSB, who are certified and verified in VA s Vendor Information Pages (VIP) site https://www.vip.vetbiz.gov, can perform the service, VA will set aside the underlying solicitation per 38 U.S.C. §8127. Responses to this synopsis shall be used by the Government to make appropriate acquisition decisions. After review of the responses to this source sought synopsis, a solicitation announcement may be published on SAM.gov and/or GSA eBuy. Responses to this source sought synopsis are not considered adequate responses to the solicitation announcement. All interested offerors must respond to the solicitation announcement in addition to responding to this source sought announcement. In response to this announcement. If you are interested and capable of providing the required services, please complete the information below: -Capability to handle call volume per PWS -Transition time -On boarding process -Estimated cost to execute services Company Name: Address: Contact Name: Phone No: Email: DUNS: This notice is neither a request for competitive proposal nor solicitation of offerors. This notice is to assist the VA in determining sources only. Information received because of this notice shall only be considered solely for the purpose of determining whether to conduct a competitive procurement and the type of set-aside if appropriate. This notice does not represent a commitment by the Government to pay for costs incurred in the preparation and submission of information or any other costs incurred as a response to this announcement. Responses to this notice shall be submitted via email to darius.crane@va.gov Telephone responses shall not be accepted. Responses must be received no later than Jan 05, 2022 by 8:00 a.m. EST. In your response to this notice place in the subject line of your email ATTENTION: 36C24722Q0209_2 SWITCHBOARD OPERATOR If a solicitation is issued it shall be announced later and all interested parties must respond to that solicitation announcement separately from this response. The form attached to this source sought notice may be used to make it easier for the contractor to respond to this source sought request. However, any format may be used if the required information is provided. Responses to this source sought notice is not a request to be added to a prospective bidders list or to receive a copy of the solicitation. **DRAFT** PERFORMANCE WORK STATEMENT SWITCHBOARD OPERATOR SERVICES GENERAL REQUIREMENTS FOR VETERANS AFFAIRS HEALTH CARE SYSTEM The Contractor shall provide all personnel, supervision, and other services necessary to perform the work required by the solicitation, except for those items and services specifically identified in this solicitation as Government-furnished. The contracting company shall have at least 5 years of experience providing type of service in a hospital setting. The contracting company shall have at least three years of experience with URAC compliance. These Telephone Operator / Switchboard services require work to be accomplished at the Department of Veterans Affairs Medical Center, located at 700 19th Street South, Birmingham, AL, 35233 under the jurisdiction of the Medical Center Director as specified herein. The vendor will be required to respond with at least one management personnel, in person, to the Birmingham VAMC within 24 hours for all emergent request made by the Contracting Officer Representative (COR). The work required by this specification consists of providing switchboard services for the effective operations of this facility and its Community Based Outpatient Clinics (CBOC). Telephone operators will use a minimum of seven ACD Version 8 Open Scape telephone attendant consoles to process incoming and outgoing calls over the FTS (Federal Telecommunications Service) local commercial networks (local calls), and International Calls including some toll calls. The Contractor will be required to follow all established rules and regulations for the processing of calls on these networks and maintain the appropriate logs/records related to these calls in accordance with VA policy. Operators will complete all calls not completed by the call processor, ascertaining enough information to direct callers to the appropriate extension and/or party operate attendant. Contractor will ensure all staff always provide high quality customer service. Work includes coverage of the following equipment: console switchboard, mobile phone, fax machine, audio, radio, visual and pocket paging systems, reporting and C15291 Contract personnel shall index patient/employee locations via computer terminal; and operate emergency equipment pertinent to patient, alerts, alarms, police, fires and disasters. VA reserves the right to increase or decrease workload quantities as the need arises at the same prices, terms and conditions based on changes in the mission of VA, or any other changes warranting changes. All incoming calls, both internal and external, shall be answered within three (3) rings; or, average speed of answer by a live person within 28 second. Operator staffing must be sufficient enough to meet a monthly call volume of more than 50, 000 calls with an abandonment rate of less than 5 percent. A contingency plan may be implemented to allow adequate switchboard coverage in case of an emergency. This plan may include a partnership with the VA Call Center and possibly remote telephone switchboard communication capability. Definitions/Acronyms Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and/or interpretation. In case of a conflict in language between the Definitions and other sections of this contract, the language in this section shall govern. Abandonment Rate The percentage od calls offered into a communication network or telephone system e.g. automatic call distribution (ACD) system of a call center that are terminated by the person(s) originating the call before answered by a staff person. Calls should be answered within 30 seconds. Acceptable Quality Level (AQL) The maximum percent of defective work the maximum number of defects per hundred units, or number of defects, that will be allowed before work is considered unsatisfactory. An AQL does not imply that the Contractor may knowingly perform in an unsatisfactory way. The Contractor must correct all unsatisfactory work unless excused by the COR. CBOC: Community Based Outpatient Clinic. Contracting Officer (CO) The person executing this contract on behalf of the Government with the authority to enter into and administer contracts and make related determinations and findings. Contracting Officer s Representative (COR) A person appointed by the Contracting Officer with authority to act within the scope of the delegated authority. CPARS Contractor Performance Assessment Reporting System Emergent Request: A meeting request made by the Contracting Officer Representative to address emergent issues such as: Failure to meet contract minimum requirements re: staffing; Failure to perform which affects safety; or, Employee(s) disruptive behavior. Health Insurance Portability and Accountability Act (HIPAA) Regulations which apply to Protected Health Information and Electronic Protected Health Information. Medical Center Memo (MCM) A document that establishes policy within the Medical Center. POP Period of Performance The number of working days or calendar days, from a specified commencement date to a specified completion data, as provided in the contract. PWS Performance Work Statement: A document that describes accurately the essential and technical requirements for items, materials, and services including the standards used to determine whether the requirements have been met. QASP Quality Assurance Surveillance Plan Provides a systematic method to evaluate performance for the stated contract. The QASP explains what will be monitored and how monitoring will take place. Quality Assurance (QA) These actions taken by the Government to check goods or services to determine that they meet the requirements of the SOW. Quality Control Those actions taken by a Contractor to control the reduction of goods or services so that they will meet the requirements of the SOW. Utilization Review Accreditation Commission Standards (URAC) (based on incoming call volume). An independent non-profit organization which uses evidence-based measures and develops standards to improve the quality of healthcare. This process results in standards that promote industry best practices, encourage quality improvement, and protect and empower consumers. VA Veterans Affairs PERSONNEL QUALIFICATIONS AND REQUIREMENTS All Contract personnel shall receive training in VA procedures and policies. No contract personnel shall be assigned to work under the contract until initial orientation and training are completed. Contractor s training cost will be included in the proposed prices and will not be separately reimbursed. New personnel must not be allowed to perform duties alone until he/she has received at least three weeks of On-The-Job Training (OJT) sessions with a fully trained employee, who has at least three months of experience. There must be a minimum of two (2) sighted persons, defined as having a visual acuity of no greater than 20/70, with or without the use of corrective lenses, on duty at all times. Telephone Operator: Must operate (cell phones, UAB paging, Access 3000, ASCOM phone) and/or monitor electronic telephone attendant console, a personal computer (PC), radio paging system, two-way radio, public address system, and other associated equipment. Have the ability to handle: emergency calls, medical emergencies, fire procedures, control groups, bomb threats, knowledge of the security alarms, disaster plans and other urgent matters as they arise. The operator must have knowledge of the Medical Center, the organizations, its outpatient s clinic, and the medical center s operations. The operator must work independently, carrying out recurring duties following established policies and procedures. The operator must have the ability to problem solve and make decisions in emergency situations. Operators must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work condition. Telephone operator must be able to speak and understand English as a primary language with a high level of comprehension. Operators must have excellent customer service skills. Be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, appointment calls) over varied circuits or routings, or performing information operator work. Supervisor. The contractor shall assign a supervisor for the purposes of supervising, training, and developing of Standard Operating Procedures for contractor personnel and ensuring compliance with all provisions of this contract. The supervisor must: Have at least five years telephone operating experience, of which one year involved substantial responsibility for placing variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge of the organizational units and major functions of a large, multi-division organization. Have three or more years of experience supervising, which involved organizing, directing, and controlling staff. The supervisor must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service. Must attend meetings and articulate switchboard operations. Be able to speak and understand English as a primary language with a high level of comprehension. The ability to communicate, comprehend, use grammar and pronunciation, and understand instructions, as well as to write legible, is required. The supervisor shall work in the switchboard office predominantly during regular working hours (Monday through Friday 7:30 am to 4:00 pm). Be available by telephone or pager to operators after regular working hours to include holidays for any problems, which may occur including staffing problems. The supervisor shall respond by phone within 30 minutes during off- duty hours. For critical situations, return on-site to the work location. The supervisor shall not be used as a switchboard operator or as backup/fill-in operator. Not be used as coverage for additional staff or staff absences. Supervisor Coverage: When the supervisor plans to be absent the COR shall be notified in writing, of a substitution that will not interfere with agent staffing For more than one 8-hour shift, the contractor or his/her designee will notify the COR, in writing or electronic mail, of who will be the stand-in representative during his/her absence Absent for more than three consecutive working days, the contractor shall provide replacement supervision during this absence. The stand in shall be fully qualified to perform the supervision (FTE Supervisor). Contract personnel shall wear clothes appropriate for an office environment. Attire must be clean, in good repair, and comply with the medical center policy. All Contract personnel, while on duty, shall be required to wear an identification badge provided by VA. Personnel rosters of all regular and alternate personnel, including operator number and tour of duty, shall be provided to the Contracting Officer and the COR. Personnel not shown on the roster as regulars or alternates shall not be permitted to work at this VA facility. Visitors are not allowed in the work area. Contract personnel shall have automobile liability insurance to drive or park at VA facility. Citizenship related Requirements: The Contractor certifies that the Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals; While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien; foreign national non-immigrant who is in violation their status, because of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor is required to comply with all E-Verify requirements consistent with Executive Order 12989 and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations. If the Contractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the Department of Veterans Affairs may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor s place of business that services Department of Veterans Affairs patient referrals; or other place where the Contractor provides services to veterans who have been referred by the Department of Veterans Affairs; and shall form the basis for termination of this contract for breach. This certification concerns a matter within the jurisdiction of an agency of the United States and the making of a false, fictitious, or fraudulent certification may render the maker subject to prosecution under 18 U.S.C. 1001. The Contractor shall not be allowed under the provisions of this contract to subcontract. The certification shall be made as part of the offeror s response to the RFP. HOURS OF OPERATION There must be sufficient staff to meet the Utilization Review Accreditation Committee (URAC) standards. This will remain unchanged unless the Contracting Officer s Representative (COR) or the Contracting Officer (CO) determines otherwise. Should this occur, a change would be initiated in accordance with the Contract s Change clause. There shall be no time when the switchboard does not have adequate staffing coverage or when calls go unanswered. The Contracting Officer s Representative (COR) shall be briefed on all changes or problems related to coverage of this office Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays and any other day specifically declared, by the President of the United States, to be a national holiday. The shifts may include days, evenings, and nights. The Contractor is responsible to provide coverage appropriate for the workload with the concurrence of the using service and final concurrence of the Contracting Officer. The following are federal holidays: New Year s Day Martin Luther King s Birthday Washington s Birthday Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day PERFORAMNCE STANDARDS, QUALITY ASSURANCE (QA) AND QUALITY IMPROVEMENTS The Contractor shall have a Quality Control Program to assure requirements of the contract are provided as specified. The Contractor shall provide two copies of the program to the Contracting Officer within one month from the onset of contract performance and changes thereafter as they occur. The program shall include, but not limited to the following: An inspection system shall be provided which cover all services. It must specify the areas to be inspected frequency of inspections and the title of the individual(s) performing the inspections. A method(s) for identifying and preventing deficiencies in the quality of services performed before the level of performance become unacceptable. Record of all reviews conducted by the Contractor and the corrective action taken. Copies of all reviews shall be provided to the Contracting Officer, with a copy being provided to the Contracting Officer Representative. This determination shall be made available to the Government during the term of the contract and for one-year (1) after expiration of the contract. The Government will monitor the Contractor s performance under this contract using the quality assurance procedures in the COR Surveillance Plan. Monitoring will be conducted by observation, personal surveillance, random calls, traffic reports, and contact by the COR. All complaints, as well as compliments, by the staff, customers, and visitors will also be utilized as a means to measure performance. The Performance Requirement Summary will be used to monitor performance of this contract. Operators must meet the URAC Standards for abandonment rate and speed to answer The Contractor shall meet with the COR according to a schedule established by the COR. A Performance Evaluation Meeting will be held once a month to discuss and resolve any deficiencies to the contract. Other concerns of either the COR, CO or the Contractor will also be discussed during these meetings. This will be done on the regularly scheduled meetings with Project Manager. The issuance of a Contract Discrepancy Report (CDR) may be cause for the scheduling of a meeting of the Contractor, Supervisor, CO and COR. The Government will prepare written minutes from this meeting, which shall be signed by the Contractor, Supervisor, CO and COR. Should the supervisor not concur with the minutes and action taken at the meeting, she or he will state in writing to the CO any areas wherein she or he does not concur and explain the reason(s) for non-concurrence. The CO will notify the Supervisor in writing of the final decision. A dispute over the CO s decision will be handled in accordance with the Disputes clause in this solicitation. GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, FURNISHINGS AND MATERIALS. The Government will provide the facilities, all-necessary equipment, furnishings and materials to perform the required services. The Contractor shall provide materials particular to the operation of the Contractor s business. The Government will furnish all or make available facilities for the Contractor. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified for which work areas have been established. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazards exist, or that work area procedures will not be necessary or that the facilities as furnished will be adequate to meet the responsibilities of the Contractor. Compliance with the Occupational Safety and Health Act and other applicable laws and regulations for the protection of employee is exclusively the obligation of the Contractor and the Government will assume no liability or responsibility for the Contractor s compliance or noncompliance with such responsibilities, with the following exception, if OSHA hazards are found in the Government furnished facility, the Government will developed and approved plans of abatement, taking into account safety and health priorities. A higher priority of correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. Prior to any modification of the facilities performed by the contractor, the Contractor must notify the Contracting Officer and provide documentation describing in detail the modification requested. No alteration to the facilities shall be made without specific written permission from the Contracting Officer; however, in the case of alterations necessary for OSHA compliance, such permission shall not be unreasonable withheld. The Contractor shall return the facilities to the Government in the same condition as received, fair wear and tear and approved modifications expected. These facilities shall be used for performance of this contract only. Food and Beverages Near Consoles. Drinking and eating will be permitted in the designated break area located in the office next to the switchboard room (away from the consoles), in the Canteen dining area, on the ground floor, or in approved vending areas throughout the facility. Smoking is not permitted in the building. Beverages shall not be allowed at or near the consoles. In addition to the telephone switch, consoles, radios, ASCOM, and basic operating equipment, the VA shall provide and maintain eight PCs with standard configurations to operate on a Microsoft Network running the Windows operating system and one printer. Adaptive equipment or software purchased by the Contractor for the use of his/her personnel must be fully compatible with the network and this system. The Contracting Officer, COR and the Contractor shall inventory equipment and materials at the beginning and end of the contract. All shall jointly sign the inventory. A copy of the inventory list will be provided to Contractor. The following shall be determined for each piece of inventory: Working condition of equipment. Items beyond fair wear and tear. Items designated for replacement. The Contractor shall notify the COR in writing of any defective Government equipment immediately. The COR shall be responsible for assuring replacement of the defective equipment. If the COR does not replace the defective equipment within a reasonable amount of time, the Contractor shall notify the Contracting Officer in writing of the issue. The Contractor shall be liable for damage to equipment and furnishings caused by the negligence of the Contractor. Equipment and furnishings damaged through normal wear and tear, and acts of God, shall not be the responsibility of the Contractor. Equipment damaged by the Contractor shall be replaced by the Contractor not exceeding the actual cost of repair or replacement as appropriate, within 30 calendar days or sooner, which is dependent upon the critical value. Equipment or furnishings damaged by Contractor s personnel and not replaced or repaired by the Contractor, as appropriate, shall be replaced or repaired by VA and charged to the Contractor. Discrepancy reports regarding damaged property shall be prepared by the COR and submitted to the Contracting Officer for determination. VA-owned equipment is subject to change and additional equipment may be implemented. Contract personnel shall be provided training on any new equipment. GOVERNMENT FURNISHED SERVICES. The Government will provide the following services at the contract site: Telephone Services. The Government will provide one telephone instrument for the Contractor s use in conducting contract-related business. Utilities. The Government will provide electricity, water, sewage and heating for the space to be occupied or used by the Contractor. Conservation of Utilities. Personnel in the Switchboard room will contact Facilities to have heating, ventilation and air conditioning systems adjusted. Water faucets shall be turned off after use. Space. The Government will provide the space to be utilized by the Contractor in providing contract-related services. Custodial Services. The Government will provide custodial services consisting of the emptying of waste receptacles and ashtrays, the sweeping of floors and the replenishment of washroom supplies as needed. The government will also provide routine cleaning as established by environmental Management Service policy. Disposition of Property. The Government will give disposition instructions for item beyond repair in those cases concerning Government furnished equipment and furnishings. Insect and Rodent Control. The government will provide the personnel, supplies and materials required for the elimination or control of insects and rodents. Transportation and Parking: Parking at the Birmingham Clinic parking deck is located at 2415 7th Avenue South, Birmingham, AL 35233. The Birmingham VA Medical Center will authorize telephone operator contract employees to park at the Birmingham VA Parking Deck as outlined below. Note the Birmingham VA may end this authorization at any time and will provide a minimum of 30-day advanced notice if it becomes necessary to revoke this authorization. If the contractor elects to utilize the parking facility at the VA Parking Deck, Contract employees shall be required to acquire a Personal Identity Verification (PIV) Card from the VA Human Resources Services and parking stickers from the VA Police. This parking sticker must be visibly displayed in vehicles when parked at the Annex. The parking fee shall be $20.00 per month/per employee. This fee is subject to change. The payment for the cost of parking shall be remitted annually by check to the following address: The fee for parking will be calculated on the number of contract employees working at BVAMC regardless if those employees decide to utilize or not utilize this alternate parking location. The cost will be fixed, and payments shall be remitted annually and made out to Birmingham VA at the start of the contract period or upon effective date whichever is earliest. If timely payments are not received, employee parking authorization shall be revoked. Payment adjustments for employees that resign, transfer, retire, etc. anything that decreases the total number of established employees will not be allowed. However, increases of employees will be allowed as long as additional fees per employee are received. Transportation from the parking deck to the VA facility and visa-a-versa shall be provided via shuttle during VA regular hours and upon request during all other hours. If there are changes to these hours, contract employees shall be notified. Changes to this agreement (other than an increase of additional employee) such as reducing the number of employees shall be made annually in conjunction with exercising the option period unless authorized by the Contracting Officer TELEPHONE / SWITCHBOARD OPERATORS TASKS. Answer and process all incoming calls. Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order. Incoming calls shall be routed appropriately throughout the facility. Receive collect calls, only if authorized and obtain and record time and charges. Responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios. Follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office. Responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted. Shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required. Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary. Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls. Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises. Reporting Telephone Equipment Malfunctions: Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service. Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket. Create Log Sheets and monitor each for completion for the following: Code Blue Log Sheet Code Blue Test Page Log Sheet CAT Team Log Sheet CAT Team Test Page Log Sheet Stroke Team Log Sheet Stroke Team Test Page Log Sheet STAT Intubations/STAT Request Log Sheet Code Yellow-Missing Person Log Sheet Code Silver Log Sheet Code STEMI Log Sheet Record of Lost or Found Article VA Form 3771 Overhead Paging Log Sheet Liebert Alarm Log Sheet Medical Gas and Air Alarm Log Sheet Fire Alarm Drill Log Sheet Fire Alarm In-Standby Log Sheet Fire Alarm Not In-Standby Log Sheet Patient Opt-Out Log Sheet Telephone Issue Log Sheet Spare Paper Log Sheet Physician Page Log Sheet CONTRACTOR S RESPONSIBILITIES. When the Government directs, the contractor shall remove from performance on the contract any person who is identified a potential threat to the health, safety, general well-being, or operational mission of the Medical Center and its population, or one who fails to respect the mission, vision and values of the Veterans Health Administration or the Department of Veterans Affairs. The contractor shall not employ any person who is an employee of the United States Government, if the employment of that person would create a conflict of interest. Continuity of Services. Upon expiration of this contract, the contractor shall give his best effort and cooperation to the successor. The contractor shall upon written notification by the Contracting Offi...