R699--James J. Peters Switchboard Operators Services.

Award Notice

This notice announces the award of the James J. Peters Switchboard Services contract. The contract was awarded to Innovation at Work Inc with UEI FBFALR6EY3V4. The award number is 36C24226P0512, and the award amount is $2,648,686.40. The award date was May 15, 2026. The Product Service Code is R699, and the NAICS Code is 561421 (Telephone Call Centers). This contract was set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB).

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

• Contracting Officer: Clifford S. Harrison (Clifford.Harrison@va.gov, 718.584.9000 Ext4680).

• Agency URL: https://www.va.gov

• Agency Contact Email: Clifford.Harrison@va.gov

Solicitation / RFP / RFQ

This solicitation is for James J. Peters Switchboard Services at the VA Medical Center in Bronx, NY. The contract requires providing comprehensive switchboard operations, including handling incoming and outgoing calls, emergency communications, and information relay services.

• Provide 24/7 switchboard services with 8 operators and 1 supervisor.

• Utilize NEC NERX 2400 SN16 electronic telephone attendant consoles.

• Process incoming and outgoing calls efficiently and courteously.

• Assist with placing local and long-distance calls via commercial systems and the Federal Telephone Service (FTS) Network.

• Relay messages and announcements using Public Address, Radio Paging, and two-way radio systems.

• Maintain a computerized inpatient file accessible via CRT equipment.

• Implement a quality control program.

• Ensure contractor personnel complete privacy training.

• The contract type is Firm-Fixed-Price.

• Period of Performance: April 1, 2026 - September 30, 2030 (includes base year and four option years).

• Estimated value: $19 Million (This is an estimate and not a guarantee of award value).

• Offers must be submitted electronically via email to Clifford. Harrison@va.gov by March 20, 2026, 12 PM EST.

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

• Technical capability will be evaluated based on a maximum 10-page capability statement, technical proficiency, contractor experience (3-5 similar instances in the past 5 years), and key personnel resumes.

• Past performance will be evaluated based on three references for similar contracts.

• Price will be evaluated for the total requirement.

• Technical questions must be submitted in writing by March 6, 2026, 12 PM EST.

• This acquisition is unrestricted.

• The solicitation incorporates FAR and VAAR clauses by reference.

• Government-furnished property and services will be provided.

• Offerors must acknowledge receipt of amendments.

• The period for acceptance of offers is 120 calendar days from the due date.

Amendment / Modification

• The closing date for Solicitation 36C24226Q0189 has been extended to March 20, 2026, at 12 PM Eastern Standard Time.

• All vendor questions submitted have been addressed.

• Changes have been made to the solicitation based on vendor questions.

• The solicitation document itself has been updated.

• A document titled "Questioned Answered" is referenced.

• A document titled "S02. 36C24226Q0189 Updated" is referenced.

• The proposal submission deadline is extended to March 20, 2026, at 12 PM Eastern Standard Time.

Questions & Answers / Clarifications

This document provides clarifications and answers to vendor questions regarding the solicitation.

• Solicitation Due Date: Extended by three days to March 20, 2026, 12 PM Eastern Standard Time.

• Solicitation Type: This is a 100% Services Disabled Veteran Owned Small Business (SDVOSB) set-aside requirement, not an unrestricted solicitation.

• Key Personnel Requirements: Resumes are required for all Switchboard Operators and the supervisor. The contractor must indicate subcontractor usage, relevant Points of Contact (POCs), and their placement in the management hierarchy. A performance plan detailing responsibilities for each task is also required.

• Supervisor Role: The supervisor is a separate management position, not included in the six operator staffing levels. The supervisor must be included as key personnel, with a detailed description of their role, qualifications, and experience. Qualifications include leadership, time management, problem-solving, and prior telecommunication software experience.

• Supervisor Location: The supervisor will be an on-site supervisor during three tours and will not be off-site.

• Off-site Management: Off-site management functions can be performed by a dedicated supervisor or corporate project managers, based on the best interest of the contract and alignment with contract needs.

• Incumbent Contract: An incumbent contractor exists, but contract details (number, value) and personnel information cannot be provided at this time. There are no performance issues or areas requiring improvement under the current contract.

• Transition Period: A transition period, including PIV processing and phase-in/phase-out, is required after award.

• Coverage: 24-hour coverage, including federal holidays, is necessary.

• The solicitation due date has been extended.

• Technical and past performance evaluation factors have been removed and are now significantly less important than price.

• Clause 52.212-5 Contract Term and Conditions has been removed.

• Specific requirements for key personnel, including the supervisor, have been clarified.

Form / Attachment / Pricing Sheet

This document is a personnel list template. It is intended for bidders to fill out with the names of their employees who will be assigned to the contract.

• Employee Name: A field to enter the full name of each personnel.

Bidders must complete this form by listing the names of their proposed personnel. This information is likely required for contract staffing, security, or background checks, and will be used by the government to assess the proposed team.

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

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

The government will monitor and evaluate contractor performance using various methods, including:

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

Specific performance standards are defined for switchboard services:

• Task 1 (Coverage): 98% Acceptable Quality Level (AQL) for providing appropriate coverage, including backup for unexpected absences and during emergencies. Surveillance method: Observation and random inspection.
• Task 2 (Call Answering): 95% AQL for answering incoming calls within five rings with the specified greeting. Surveillance method: Random inspection.
• Task 3 (Courtesy & Privacy): 95% AQL for using telephone courtesy and tact, complying with Federal and VAMC policies on Release of Information and Privacy, and safeguarding patient information. Surveillance method: Inspection.
• Task 4 (Call Handling): 98% AQL for handling all incoming calls, including transfers, off-station calls, conference calls, and paging staff, while protecting privacy. Surveillance method: Observation and Customer Complaints.

Not specified in this document.

• Performance Evaluation Meetings: The Contractor's Project Manager (PM) shall meet regularly with the Contracting Officer's Representative (COR). Meetings may be scheduled due to Contract Discrepancy Reports (CDRs) involving 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 Act Compliance: The contractor must adhere to the Privacy Act of 1974 and other applicable laws regarding the safeguarding of patient information.

Solicitation / RFP / RFQ

This solicitation is for on-site switchboard services at the James J. Peters VA Medical Center in Bronx, NY. The services are required to ensure the effective operation of the facility's telephone system, handling incoming and outgoing calls, emergency communications, and message relay.

• Provide 8 operators and 1 supervisor for 24-hour coverage, 7 days a week.

• Utilize NEC NERX 2400 SN16 electronic telephone attendant consoles.

• Process incoming and outgoing calls courteously and efficiently.

• Assist with commercial and Federal Telephone Service (FTS) network calls.

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

• Maintain a computerized inpatient file and support rosters for locator information.

• Implement emergency communication procedures for codes (Purple, Stroke, Rapid Response, Bravo) and fire reporting.

• Contractor personnel must wear VA-provided identification badges.

• Contractor must have a quality control program.

• Contract Type: Firm-Fixed-Price.

• Period of Performance: Base period from 04/01/2026 - 09/30/2026, with four (4) one-year option periods.

• Estimated Value: $19 Million (This is likely an estimate for the base year or total contract value, not explicitly stated).

• Offers are due by March 17, 2026, 12 PM EDT.

• Submission must be electronic via email to Clifford.Harrison@va.gov in PDF format.

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

• Evaluation factors: Technical capability (less important than price), Past Performance (less important than price), and Price (most important).

• Technical capability will be assessed based on understanding of PWS, risk mitigation, contractor experience (3-5 similar instances in the last 5 years), and key personnel.

• Past performance will be evaluated based on 3 references of similar scope and magnitude.

• Technical questions must be submitted in writing by March 6, 2026, 12 PM EST.

• The acquisition is unrestricted.

• The solicitation incorporates numerous FAR and VAAR clauses by reference, including those related to commercial items, privacy training, and security.

Other / Unclassified

This document is a U.S. Department of Labor, Wage and Hour Division, Register of Wage Determinations under the Service Contract Act. It provides a list of occupations with corresponding minimum wage rates and fringe benefits required for contracts in New York State, specifically for the counties of Bronx, Kings, New York, Queens, Richmond, and Westchester. It also includes specific notes for the "Janitor" occupation and general information regarding health and welfare benefits, paid sick leave (EO 13706 and EO 13658), vacation, and holidays.

This document is crucial for bidders to understand the minimum wage and benefit requirements for various job classifications that may be employed under a Service Contract Act covered contract in the specified New York counties. Bidders must ensure their proposed labor costs align with these determined rates to comply with federal regulations. It also outlines specific conditions for hazardous pay differentials and uniform allowances. The document details the process for requesting additional classifications and wage rates (conformance process) if a required occupation is not listed.

Solicitation / RFP / RFQ

This notice announces a forthcoming solicitation for Switchboard Operators Services at the James J. Peters VA Medical Center in Bronx, NY. The requirement is specifically set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

The core service required is switchboard operations.

• Place of Performance: James J. Peters VA Medical Center, 130 West Kingsbridge Road, Bronx, NY 10468, USA.

• Response Date/Time/Zone: March 17, 2026, 12:00 PM Eastern Time, New York, USA.

• The solicitation document itself will be posted.

• Set-Aside: SDVOSBC (Service-Disabled Veteran-Owned Small Business Concern).

• This solicitation is exclusively open to SDVOSBs.

• Solicitation Number: 36C24226Q0189

• NAICS Code: 561421 (Telephone Call Centers)

• Product Service Code: R699

• Contracting Office: Department of Veterans Affairs, Network Contracting Office 2, James J. Peters VA Medical Center.

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