R699--James J. Peters Switchboard Operators 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 on-site Switchboard Operator Services at the James J. Peters VA Medical Center in Bronx, NY. This unrestricted acquisition seeks a contractor to provide 24/7 coverage with 8 operators and 1 supervisor. Proposals are due March 17, 2026.
Scope of Work
The contractor will provide comprehensive switchboard services, including:
- Operating NEC NERX 2400 SN16 electronic telephone attendant consoles.
- Efficiently processing incoming and outgoing calls, including commercial and Federal Telephone Service (FTS) network calls.
- Providing information services via Public Address, Radio Paging, and two-way radio systems.
- Maintaining computerized inpatient files and support rosters for locator information.
- Implementing emergency communication procedures for various codes (Purple, Stroke, Rapid Response, Bravo) and fire reporting.
- Ensuring personnel wear VA-provided identification badges and adhering to a quality control program.
Performance will be monitored via a Quality Assurance Surveillance Plan (QASP) with specific Acceptable Quality Levels (AQLs):
- Coverage: 98% AQL for appropriate coverage, including backup and emergencies.
- Call Answering: 95% AQL for answering calls within five rings with the specified greeting.
- Courtesy & Privacy: 95% AQL for professional conduct and compliance with privacy regulations.
- Call Handling: 98% AQL for handling all call types, including transfers and paging, while protecting privacy.
Contract Details
- Type: Firm-Fixed-Price
- Period of Performance: Base period from April 1, 2026, to September 30, 2026, with four (4) one-year option periods.
- Estimated Value: Approximately $19 Million (total contract value).
- Set-Aside: Unrestricted (as per the solicitation document).
- Place of Performance: James J. Peters VA Medical Center, Bronx, NY 10468.
Submission & Evaluation
- Offers Due: March 17, 2026, by 12 PM EDT.
- Submission Method: Electronic 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 will assess understanding of the PWS, risk mitigation, contractor experience (3-5 similar instances in the last 5 years), and key personnel.
- Past performance requires 3 references of similar scope and magnitude.
- Technical Questions Due: March 6, 2026, by 12 PM EST, submitted in writing.
Key Documents
Bidders must review the Solicitation (36C24226Q0189.docx) for full requirements, the Quality Assurance Surveillance Plan (QASP) for performance standards, the Personnel List template, and the Wage Determination for labor rates.
Contact Information
Contracting Officer: Clifford S Harrison (Clifford.Harrison@va.gov)