Erie VAMC - Phone Answering Services

Solicitation / RFP / RFQ

This solicitation is for non-personal Telephone Operator Switchboard services for the Erie VA Medical Center (VAMC) and its primary satellite locations. The services are required to provide 24/7 coverage for all shifts.

• Operate office machines, alarm monitoring, and deliver messages.

• Utilize Cisco phone Model 8841 and Automatic Call Distribution switchboard system.

• Provide comprehensive telephone and telecommunications support, processing incoming, outgoing, networked, and interoffice calls.

• Handle a variety of difficult calls, including threatening, abusive, or distraught callers.

• Respond to alarms and emergency situations promptly.

• Maintain a log of telephone equipment malfunctions.

• Personnel must have a minimum of a high school diploma, 1-2 years of call center experience, and knowledge of medical terminology.

• Personnel require training in VA procedures and policies, and must wear a VA-provided identification badge.

• Employees require a Security Clearance, which will be reflected in individual task orders.

• The contract period includes a base period and three option periods.

• Base Period: October 1, 2026 - March 31, 2027

• Option 1: April 1, 2027 - March 31, 2028

• Option 2: April 1, 2028 - March 31, 2029

• Option 3: April 1, 2029 - March 31, 2030

• The contract type is anticipated to be Firm-Fixed-Price.

• Questions must be submitted via email by 12:00 PM EST on June 25, 2026.

• Quotes are due by 12:00 PM EST on July 3, 2026, submitted via email.

• Quotes must be for at least 90 days.

• Technical content must be provided as a single document (not exceeding 20 pages).

• Offerors must submit their best pricing with their quote.

• Evaluation factors include Technical Capability, Past Performance, and Price.

• Vendors must sign LOS Certification to be eligible for award.

• This acquisition is set aside for Small Business.

• NAICS Code: 561421 (Telephone Answering Services)

• Size Standard: $19 Million

• Government-Furnished Equipment (GFE) will be provided, including workspace, computers, and headsets.

• Parking for employees and contractors at the Erie VAMC is free.

• The solicitation incorporates numerous FAR and VAAR clauses by reference, covering areas such as contract administration, security, insurance, payment, and subcontracting limitations.

Form / Attachment / Pricing Sheet

This document, "Historical Data.xlsx", provides historical data, likely for operational context or performance benchmarking, across several sheets: "IL and Alarm", "January" through "December". It appears to contain daily incident logs and alarm response times, as well as daily totals for console activity.

• Incident Log & Alarm Data: The "IL and Alarm" sheet provides monthly summaries for incident logs and rapid response alarms.
• Monthly Console Activity: Sheets for January through December detail daily activity, including totals for "Console 1", "Console 2", and "Console 3", along with daily totals and notes.
• Data Gaps: Several entries indicate "Data Not Available" or "0" with notes explaining missing data due to holidays, system issues (e.g., "LAN IRP work"), or other operational reasons.

This historical data can help bidders understand the typical operational tempo, potential challenges (like data availability issues), and the volume of activity related to the consoles. This information is crucial for developing realistic resource plans, staffing models, and technical approaches for any related opportunity. Bidders should note the instances of missing data and the reasons provided, as this may indicate potential areas for process improvement or require specific data recovery/management strategies.

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

This document outlines the Quality Assurance Surveillance Plan (QASP) for a contract, detailing the performance metrics and methods the Government will use to evaluate the contractor's performance.

The QASP establishes performance monitors, methods of review, required compliance levels, and the consequences of non-compliance. Key areas monitored include:

• Incoming call handling and routing.

• Adherence to privacy laws and regulations.

• Handling of collect calls.

• Submission of toll and overseas call logs.

• Operator discretion regarding patient information.

• Reporting of telephone and paging system problems.

• Periodic inventory of assigned keys.

• Joint inventory of government-furnished equipment.

• Submission of monthly work schedules.

• Annual competency assessments for operators.

• Incoming calls: Answered within 5 rings and routed appropriately (90% compliance).

• Collect calls: Not accepted for any reason (100% compliance).

• Tolls/Overseas calls: Logged and submitted by the first week of the next month (90% compliance).

• Operator information: No violations reported to the Privacy Officer (100% compliance).

• Telephone/Paging problems: Reported to proper authorities for repair (100% compliance).

• Key inventory: Performed at least once per 3 months and at contract end (100% compliance).

• Equipment inventory: Joint inventory annually (100% compliance).

• Work schedule: Submitted monthly (100% compliance).

• Competency assessments: Submitted annually by September 30 (100% compliance).

Failure to meet these metrics could result in a negative or poor CPARS assessment.

Not explicitly stated in this document, but it pertains to the performance evaluation of an existing contract.

• The switchboard must be protected under the Privacy Act of 1974 and other applicable laws.
• Government POC/COR will maintain records for log submissions, reports, key inventories, and competency assessments.
• The Government will also monitor performance through customer complaints, surveillance, administrative rounds, random sampling, and traffic analysis.