R426--FY26 Northport Switchboard Services
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The Department of Veterans Affairs (VA) is soliciting proposals for a Firm Fixed Price contract for Switchboard Operation and Emergency Dispatch Services at the Northport VA Medical Center, NY. This UNRESTRICTED opportunity requires the provision of six personnel, including a supervisor, to manage comprehensive switchboard operations. Offers are due May 4, 2026.
Scope of Work
The contractor will provide five full-time telephone operators and one on-site full-time working supervisor/lead to manage switchboard services 7 days a week, including federal holidays. Key responsibilities include answering incoming and outgoing calls promptly and courteously, providing information services, relaying messages via Public Address, Radio Paging, and two-way radio systems, and handling various call types including special long-distance and patient credit card calls. A critical component involves managing emergency calls and alarms such as Code Blue, Crisis Pager groups, and fire reporting. Operators must utilize Cisco Webex and Cisco Finesse for call processing and maintain strict confidentiality of patient information in compliance with the Privacy Act of 1974 and HIPAA. The contractor is also responsible for providing headsets compatible with government-owned equipment.
Contract Details
- Contract Type: Firm Fixed Price
- Period of Performance: A base year from May 15, 2026, to May 14, 2027, with four (4) one-year option periods.
- Estimated Value: The solicitation indicates an estimated value of $19 Million, which appears to be the size standard for the NAICS code 561421 (Telephone Call Centers).
- Set-Aside: UNRESTRICTED
- NAICS Code: 561421 (Telephone Call Centers)
- Place of Performance: Northport VA Medical Center, Northport, NY 11768.
Submission & Evaluation
Proposals are due by May 4, 2026, at 12 PM EDT and must be submitted electronically via email to Clifford.Harrison@va.gov. Offers must be structured into 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 the bidder's understanding of the Performance Work Statement (PWS), risk mitigation strategies, contractor experience (3-5 similar instances in the past 5 years), and key personnel resumes. Bidders must provide three contract references for Past Performance. Technical questions were due by April 27, 2026, 12 PM EST.
Key Attachments & Requirements
The solicitation includes several important attachments: a Wage Determination (2015-4157, Rev. 30, dated 12/03/2025) for Nassau and Suffolk Counties, NY, which details minimum wage rates and fringe benefits; a Quality Assurance Surveillance Plan (QASP) outlining performance standards (e.g., 95% AQL for coverage, 96% for call answering within five rings); a Business Associate Agreement; a VA Information and Information System Security Clause; a Limitations on Subcontracting Certificate; and a Personnel List template for employee names. Adherence to Federal and VAMC policies on Release of Information and Privacy is mandatory.