R699--James J. Peters Switchboard Operators Services.

Quick Summary

The Department of Veterans Affairs (VA), specifically the Network Contract Office 02 (36C242), is seeking proposals for Switchboard Operator Services at the James J. Peters VA Medical Center in Bronx, NY. This Presolicitation notice indicates a forthcoming Solicitation for on-site services to ensure effective operation of the facility's telephone system. This opportunity is a Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside. Offers are due by March 17, 2026, 12 PM EDT.

Scope of Work

The contractor will provide comprehensive on-site switchboard services, including:

• Personnel: 8 operators and 1 supervisor for 24-hour, 7-day-a-week coverage.
• Equipment: Utilize NEC NERX 2400 SN16 electronic telephone attendant consoles.
• Call Handling: Process incoming/outgoing calls courteously and efficiently, assist with commercial and Federal Telephone Service (FTS) network calls.
• Information Services: Provide services via Public Address, Radio Paging, and two-way radio systems.
• Patient Information: Maintain a computerized inpatient file and support rosters for locator information, ensuring Privacy Act compliance.
• Emergency Communications: Implement procedures for various codes (Purple, Stroke, Rapid Response, Bravo) and fire reporting.
• Quality Control: Establish and maintain a quality control program.

Contract Details

• Contract Type: Firm-Fixed-Price.
• Period of Performance: A base period from April 1, 2026, to September 30, 2026, followed by four (4) one-year option periods.
• Estimated Value: Approximately $19 Million (likely total contract value).
• Set-Aside: Service-Disabled Veteran-Owned Small Business (SDVOSB).
• Place of Performance: James J. Peters VA Medical Center, Bronx, NY.

Submission & Evaluation

• Offers Due: March 17, 2026, 12 PM EDT.
• Submission Method: Electronic submission via email to Clifford.Harrison@va.gov in PDF format.
• Proposal Structure: Proposals must be submitted in four parts: Technical Capability, Past Performance, Pricing, and Miscellaneous Items.
• Evaluation Factors: Price is the most important factor, followed by Technical Capability and Past Performance (both less important than price).
  • Technical Capability: Assessed on understanding of the Performance Work Statement (PWS), risk mitigation, contractor experience (3-5 similar instances in the last 5 years), and key personnel.
  • Past Performance: Evaluated based on three references of similar scope and magnitude.
• Technical Questions: Must be submitted in writing by March 6, 2026, 12 PM EST.

Additional Information

• Wage Determination: Bidders must review the provided Wage Determination document for minimum wage and benefit requirements for New York State (Bronx, Kings, New York, Queens, Richmond, and Westchester counties).
• Quality Assurance: Performance will be monitored via a Quality Assurance Surveillance Plan (QASP), including customer feedback, observation, random sampling, and call traffic analysis, with specific Acceptable Quality Levels (AQLs) for tasks like call answering (95% AQL within five rings) and coverage (98% AQL).
• Personnel: A personnel list template is provided for bidders to complete with proposed employee names.
• Contact: Clifford S. Harrison, Contracting Officer, Clifford.Harrison@va.gov.