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THIS IS NOT A SOLICITATION. This is a Sources Sought Notice only and is issued in accordance with Federal Acquisition Regulation (FAR) 10 Market Research, to conduct market research. Responses to this... THIS IS NOT A SOLICITATION. This is a Sources Sought Notice only and is issued in accordance with Federal Acquisition Regulation (FAR) 10 Market Research, to conduct market research. Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. This Sources Sought Notice is issued solely for information and planning purposes and does not constitute a solicitation or guarantee to issue a solicitation in the future. This Sources Sought Notice does not commit the Government to contract for any supply or service. All information submitted in response to this announcement is voluntary; the Government will not pay for information requested nor will it compensate any respondent for any cost incurred in developing information provided to the Government. Not responding to this Sources Sought Notice does not preclude participation in any future solicitation, if issued. This announcement is based on the best information available at this time and is subject to future modification. The North American Industry Classification System (NAICS) Code is 517911 Telecommunication Resellers Size Standard 1,500 Employees Product Service Code is DG11 IT and Telecom Network: Telecom Access Services Purpose and Objectives This Sources Sought Notice is issued by VISN 10, Network Contracting Office (NCO) 10 located in Indianapolis, IN for the purpose of collecting information about tele-town hall services for the Northern Indiana Healthcare System (NIHCS). The VA is seeking a contractor to provide for this requirement annually for a base year with four one-year options to extend services. A draft copy of the SOW is attached. Place of Performance: Virtual/Telephone Services for the entire NIHCS catchment area Department of Veterans Affairs Northern Indiana Healthcare System 2121 Lake Ave Fort Wayne, IN 46805 Responses: Please submit your response in accordance with the following instructions: Responses shall be no more than 10 pages in length. Responses are due by 1/4/2022 at 12:00 PM ET. Responses shall be submitted via email. Email Responses Only will be accepted. No Phone calls. Subject line of the Email shall include this 36C25022Q0184 Firm Name NIHCS Tele Town Hall Services. If your response contains proprietary information you will place Proprietary Information in front of the Sources Sought Notice Number. No marketing materials are allowed as part of this Sources Sought Notice. The Government will not review any other information or attachments included in your submission that is not listed herein or exceeds the 10-page limitation. Commercial pricing shall be included with detailed information on how each call or flight of calls for each town hall will be billed. For example: Line 1 Town Hall Event $ 50 (what does this event include) Line 2 Flight Robo Calls $200 (number of calls included) Line 3 Set Up Fee (what is included in this fee) Totals. Contractors Federal Supply Schedule Contract that carries the desired services If you do not have a Federal Supply Schedule (FSS) contract, you shall state open market If you do have an FSS contract that provides these services, please provide the Schedule Provide your GSA/FSS/SAC Contract Number Provide the SIN for Tele-Town Hall services If any of the items are not on your GSA/FSS contract you will mark which items are open market. Contractor Point of Contact to include: Name Title Phone Email Company Information to include: Name Address DUNs Number Tax ID Number Business Size Names of any sub-contractors and business size for NAICS code Provide information as to what the tele-town hall services would consist of. Business Size/Type: Service-Disabled Veteran Owned Small Business (SDVOSB), Veteran Owned Small Business (VOSB), 8(a), Hub Zone Small Business, Women Owned Small Business (WOSB), Small Disadvantaged Business (SDB), Small Business, or Large Business. All prospective Contractors are reminded that in accordance with FAR 4.11 they shall be registered in the System for Award Management (SAM) database and shall complete annual Representations and Certifications in SAM prior to any offer. SAM is located at http://www.sam.gov and consolidated the capabilities of CCR/FedReg, ORCA, and EPLS. There is no cost to use SAM. FOR SDVOSB/VOSB ONLY: Please note that if responding as an SDVOSB or VOSB, your company must be registered and verified in the VA s Vendor Information Pages (VIP) database, which is available at: https://access.va.gov/accessva/?cspSelectFor=vems Please include a copy of your VetBiz certification with your response. FOR ED/WOSB: Please note that as of 10/15/2020 firms can no longer self-certify. You will need to provide a copy of your confirmation from the Small Business Administration s certification. Contractor shall include 3 past contracts for tele-town hall services for the same or similar services. Contractor shall include at minimum: Name of Company Company POC Company POC phone Company POC email Dollar amount of contract Contract number Period of Performance Description of services performed Did you use sub-contractors Contractor shall include any relevant comments about the attachments, if applicable. Contractor shall provide a public price list/contract price list for the services described herein. Contractor shall provide a detailed response to include your firm s ability, capability, and responsibility to deliver the services presented in this Sources Sought Notice. Contractor shall provide if they plan to sub-contract all or part of the work, to what firm, and that firms Duns number. Determination by the Government not to compete this proposed contract action based on responses to this notice is solely within the discretion of the Government. DRAFT STATEMENT OF WORK - Subject to Change by the Government 1.0 General 1.1 Background Several laws and directives require that the VA Northern Indiana Health Care System (NIHCS) provide regular opportunities for Veterans Affairs (VA) patients and stakeholders to obtain information, ask questions, provide feedback and interact with health care system employees and Veterans Benefits Administration (VBA) and National Cemetery Administration (NCA) employees when invited to participate. This has traditionally been accomplished through face-to-face town hall meetings in communities throughout the catchment area. Town hall meetings are resource-intensive and require extensive planning and preparation. Despite best efforts, and for many various reasons, town hall meetings often result in low veteran and stakeholder participation. Input from Veterans and stakeholders reveal their preference of using telephonic opportunities to communicate with NIHCS to avoid traveling and being able to participate in the comfort of their own home. 1.2 Objective The objective of this acquisition is to substantially increase veteran and stakeholder participation and engagement in town hall meetings using web-based teleconferencing services. By increasing participation, NIHCS staff will be able to more effectively and efficiently share information and obtain feedback. 1.3 Scope of Work The contractor shall provide all resources necessary to meet the teleconferencing system requirements and accomplish the tasks and deliverables described in this Statement of Work (SOW). 24 times per calendar year (i.e. twice monthly), the contractor shall coordinate with NIHCS personnel to conduct town hall teleconferences during which up to ten-thousand veteran and stakeholder telephone numbers per town hall will be contacted and connected to a shared teleconference simultaneously. It is estimated that there will be 24 Tele-Town Hall events per year, and each event will consist of four (4) flights or sessions. It is estimated that eight (8) of 24 events will have only one (1) flight or session in which all possible attendees from four (4) flights would be all on one session. All flights or sessions shall be included in the per event cost. NIHCS may add additional town hall meetings if the need arises. An overview of the teleconferencing system requirements, as well as tasks and deliverables, to be provided by the contractor include: Teleconference schedule coordination with NIHCS staff System training for NIHCS staff Interactive Voice Response (IVR) capability Pre-event robocalls to Veterans and stakeholders at minimum of a day or two prior to the actual event date. Outbound simultaneous call-and-connection capability (see paragraph 2.1.2.1 below for a detailed explanation regarding the number of calls to be dialed and connected each teleconference) Toll-free Inbound call capability Toll-free Listen-only capability Pre-recorded voice message capability Live speak with question-and-answer capability Live phone keypad/touch-tone polling capability Participant voicemail option capability Web-based NIHCS staff management dashboard Web-based NIHCS staff chat capability Technical Support Post-teleconference statistical reports Digital audio recording of teleconferences 1.3.1 The IT system will not be connected to a VA network. The IT system hardware components are located at an offsite contractor facility. 1.4 Period of Performance The period of performance of this contract consists of a 12-month base year, beginning on 12/01/2021, and four option years. Specific period of performance dates: Period Type Period of Performance Base Year 12/01/2021 to 11/30/2022 Option Year 1 12/01/2022 to 11/30/2023 Option Year 2 12/01/2023 to 11/30/2024 Option Year 3 12/01/2024 to 11/30/2025 Option Year 4 12/01/2025 to 11/30/2026 1.5 Place of Performance and Travel 1.5.1 The VA Northern Indiana Healthcare System is located at 2121 Lake Avenue, Fort Wayne, IN 46805. 1.5.2 Travel Expenses. All transportation and travel related expenses are the sole responsibility of the contractor and shall not be invoiced separately. Travel shall include any means the contractor deems necessary to fulfill the requirements of the contract. There shall be no additional charges to VA for travel of contractor personnel. 2.0 Specific System Requirements, Tasks and Deliverables 2.1 Teleconferencing System Requirements 2.1.1 Interactive Voice Response (IVR). The contractor will provide a hosted Interactive Voice Response (IVR) technology solution that will allow Veterans and stakeholders to participate in, and interact with, NIHCS employees through the use of voice and Dual-Tone Multi-Frequency (DTMF) tones input via telephone keypad. The IVR technology will provide each of the teleconference system requirements outlined in this Statement of Work (SOW). The IVR technology will present a fully integrated and professional interface to participant users. 2.1.2 Outbound Calling. The technology solution provided by the contractor will have the capability to outbound autodial or robo-call at a minimum of 10,000 Veteran and stakeholder telephone numbers simultaneously at the start of each teleconference and connect all participants to the teleconference in real-time. The exact number of telephone numbers dialed for each teleconference will vary and the list will be provided and/or verified by the NIHCS prior to each teleconference. The list will be provided in the format required by the contractor and will be as accurate as possible, containing no duplicate or invalid telephone numbers. The contractor will use proper processes to get around the blocked caller lists. 2.1.2.1 Number of Calls to be Dialed and Connected. Contractor shall provide as needed teleconferences per year. It is estimated that the Government will use four teleconferences per year. However, the Government reserves the right to increase or decrease the number of teleconferences as necessary. While a typical teleconference requires approximately 10,000 outbound dialed and connected calls, the contractor must have the capability to dial and connect up to 45,000 calls one time per teleconference (i.e. eight times per year). Offers should be based on dialing and connecting 10,000 calls, four times per event, with the option of dialing and connecting 45,000 calls one time per event. 2.1.3 Toll-free Inbound Calling. The contractor will provide a toll-free (e.g. 800 number ) which veterans and stakeholders can use to call into a scheduled town hall teleconference. This option is for those veterans and stakeholders who miss the out-bound invitational call or otherwise must join the teleconference late. 2.1.4 Pre-recorded Voice Messages. The contractor will coordinate with NIHCS staff to script and pre-record all required voice messages (e.g. meeting invitation, voicemail, survey questions, instructions, etc.) prior to each teleconference. This system will Dial NIHCS Veterans and send pre-recorded messages announcing tele townhall event on a pre-determined day before the event day, and another notification on the day of the event at a pre-determined time before the event. 2.1.5 Live Speak with Questions and Answers. The contractor will provide the technical capability for participants to be able to speak, and ask or answer questions, during the teleconference as controlled by NIHCS staff using the web-based dashboard interface. The capability provided must allow NIHCS the ability to screen, approve and rank-order callers who wish to speak or ask questions. These callers must be able to indicate their interest in speaking through a designated phone keypad/touch-tone response. The capability must also provide callers with the ability to leave a voicemail at any time, and automatically if not selected to live speak or ask a question after indicating their desire to do so. 2.1.6 Live Polling Capability. The contractor will provide the technical capability for NIHCS staff to ask live polling questions of participants at any time during the teleconference. Participants will answer questions through their telephone keypad/touch-tone response. Real-time tabulated answers to survey questions must be available to NIHCS staff through the web-based dashboard interface. The contractor will provide no less than two moderators to handle questions during the length of the call and stay on the line to field all questions from callers, even if the VA has completed providing information. If implemented, it is appropriate to use a call to voicemail feature that will enable Veterans who have not had their question fielded the ability to leave a message and ensure contact info is captured. Moderators will provide information related to VA-established screening criteria to VA staff. 2.1.7 Participant Voicemail Option Capability. The contractor will provide the technical capability for teleconference participants to leave a voice mail, at any time, with a question, comment or request for follow-up contact by NIHCS staff. This will be accomplished via telephone keypad/touch-tone response. 2.1.8 Staff Management Dashboard. The contractor will provide NIHCS staff the technical ability to fully manage the teleconference via a web-based dashboard interface. The dashboard interface will include call screening, queueing, text notes, participant prioritization/ordering, unmute /activation into the live call, real-time data reporting of call statistics/polling responses and the ability to end the teleconference. 2.1.9 Staff Chat Capability. The contractor will provide NIHCS staff the web-based dashboard technical capability to be able to text chat as a group, or privately, during teleconferences. This solution will aid NIHCS staff in managing the teleconference. 2.1.10 Live Viewing. Moderator service provided by the contractor that will allow NIHCS for live viewing and reviewing of call screener input of information by moderators. 2.1.11 Go Live Function. Provide a go live function that allows NIHCS staff to interact with Veterans in real time on demand. 2.2 Tasks 2.2.1 Schedule Coordination. The contractor will coordinate with NIHCS to schedule an estimated number of town hall teleconferences 24 times/year (i.e. twice monthly) on dates, and at times, as determined by NIHCS. 2.2.1.1 Federal Holidays. Town hall teleconferences will not be scheduled on federal holidays, including: New Year s Day, Martin Luther King Day, President s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, or on other federal holidays specially designated by the President. 2.2.1.2 Teleconferences Duration. It is not possible to precisely project how long each teleconference may last; therefore, the contractor must ensure that services being provided for each teleconference not end until NIHCS staff determine that a particular teleconference has concluded. 2.2.1.3 Orders. A task order shall be place for a year period of time at the beginning of each period of performance. Each time a Tele-Town Hall is required the COR shall contact the Contractor POC to discuss and set up the date(s) and times. The VA will then provide the Contractor with a list of telephone numbers to be included in the event. Once the event has concluded and all deliverables for that event have been delivered the Contractor will be able to submit an invoice for payment of the event in accordance with the Billing and Invoicing instructions in this contract. 2.2.2 System Training. The contractor will provide initial comprehensive teleconference system training to NIHCS staff prior to the first scheduled town hall teleconference. The contractor will provide subsequent training as required and requested by NIHCS. 2.2.3 Technical Support. The Contractor will provide sufficient technical support personnel and services, throughout all phases of each teleconference, to ensure professional and technically defect-free town hall teleconferences. The contractor will provide technical support covering all system capabilities, tasks and deliverables outlined in this Statement of Work (SOW). The contractor will respond timely to VA personnel when emails and calls are fielded. Proper response is no later than one business day after contact. If representative is absent, provide contact information to next available company support person. The contractor will provide the necessary information for VA staff to participate as the hosts for the call, to include dial in information and interface weblinks. 2.3 Deliverables 2.3.1 Timely submission of deliverables and reports is essential to conducing successful town hall teleconferences as well as successfully completing the requirements of this contract. Contractor will provide all deliverables according to the media format and schedule, required by NIHCS, as described in the following table, unless otherwise agreed upon by the contractor and NIHCS. All deliverables can be sent to CTXPAO@va.gov. 2.3.2 Schedule of Deliverables Deliverable Media Due Date Initial NIHCS Staff Training In-person or Web-based NLT 15 Business Days Prior to First Teleconference Teleconference Scripting and Pre-recording Paper/Digital NLT 5 Business Days Prior to Teleconference Voicemail Recordings Digital (Online or E-mail) NLT 3 Business Days Following Teleconference Statistical Reports Digital (On-line or E-mail) NLT 3 Business Days Following Teleconference Teleconferencing System and Services Web-Based and Telephonic NLT 1 Business Day Prior to Each Teleconference (System Access for NIHCS Staff) NLT Date-and-Time of Scheduled Teleconference (Teleconferencing Services) Teleconference Recording Digital (On-line or E-mail) Only at the Specific Request of NIHCS staff 2.3.3 Statistical Reports. Statistical reports will include but are not limited to: participant identification data; participant questions and comments; survey questions and answers; telephone numbers reached and not reached; data on levels of participation throughout the teleconference, roll-up of all questions asked from callers that were fielded by moderators to NIHCS to validate all Veteran issues were captured by VA staff, total number of questions asked by participants, total number of calls made, total number of calls answered, total number of participants that remained on the line for the beginning of the event, a list of non-working numbers and the total number of participants that remained on the line 15 minutes into the event. If all numbers were not dialed prior to the event, a report will be made showing how many numbers were dialed after the start of the event and the time into the event that the last call was made. VANIHCS and the contractor will mutually determine and agree on other data will be provided in the statistical reports. 2.3.4 All deliverables listed above will be accomplished and/or provided, or made available to, the designated NIHCS point of contact(s) by the respective Due Date listed in the table. 2.3.5 All information and data related to this contract that the contractor gathers or obtains shall be both protected from unauthorized release and considered the property of the government. The contracting officer will be the sole authorized official to release verbally, or in writing, any data, deliverables, or other written or printed materials pertaining to this contract. Press releases, marketing material, or any other printed or electronic documentation related to this contract must not be publicized without the written approval of the contracting officer. 3.0 Meetings 3.1 Post-award Kickoff Meeting 3.1.1 Within ten business days of contract award, the contracting officer will conduct a post-award kickoff meeting via teleconference or a web-based product (e.g. Microsoft Teams or Webex). The specific date and time of the meeting to be mutually agreed upon among the parties. 3.2 Contract Status Review Meetings 3.2.1 Periodic contract status review meetings may be conducted as determined by the parties. Specific dates and times of such meetings to be mutually agreed upon by the parties. 4.0 NIHCS Requirements 4.0.1 Provide list of Veteran phone numbers (without names attached) to call in pre-determined format no later than two business days before the first call is made. If phone numbers are updated, then provide updated list within that same timeframe. 4.0.2 Provide pre-recorded messages to include the before-event , day of event and voicemail messages as well as any other pre-determined messaging that will benefit the announcement of the tele townhall. Messages will include 10-digit call back number, however if missed will coordinate to have number included by contractor. 4.0.3 Will lead all tele townhalls and provide VA information as necessary. 4.0.4 Provide screening criteria for moderators during the call. Criteria will be adjustable per a call as situation dictates. 4.0.5 Provide proof of consent to dial mobile records as required by contractor. 4.0.6 Provide Caller ID information to display on calls. 5.0 Protected Health Information (PHI) or Personally Identifiable Information (PII) 5.0.1 The contractor is prohibited from transferring the list of Veteran contact information to any external source and used exclusively to support VA tele townhall efforts. 5.0.2 The contractor will securely delete the VA data within 7 days from completion of tele-townhalls. 6.0 Security Requirements: Contractor shall at no time have access to a VA IT system. The C&A requirements do not apply, and that a Security Accreditation Package is not required. 7.0 Recording and Records Management 7.0.1. Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion. . 7.0.2 In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation. 7.0.3. In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data. 7.0.4. Northern Indiana Healthcare System (NIHCS) and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of NIHCS or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to NIHCS. The agency must report promptly to NARA in accordance with 36 CFR 1230. 7.0.5. The Contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle]. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to NIHCS control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the [contract vehicle]. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4). 7.0.6. The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and NIHCS guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information. 8.0 Glossary of Acronyms Acronym Meaning C.F.R. Code of Federal Regulations NIHCS VA Northern Indiana Healthcare System HIPAA Health Insurance Portability and Accountability Act HIPAA Rules HIPAA Privacy, Security, Breach Notification and Enforcement Rules HITECH Act Health Information Technology for Economic and Clinical Health Act IVR Interactive Voice Response NARA National Archives and Records Administration NCA National Cemetery Administration NLT No Later Than PHI Protected Health Information SCLS Service Contract Labor Standards SOW Statement of Work US United States VA Department of Veterans Affairs or Veterans Affairs VBA Veterans Benefits Administration VHA Veterans Health Administration