Regional Switchboard Services for U.S. Diplomatic Posts in Europe

Amendment / Modification

This document is Amendment 0002 to Solicitation 19GE5026R0007, titled "Attachment 1: Schedule & Contract Clauses." It serves as an addendum to SF-1449 and details the schedule and contract clauses for the Regional Switchboard Services opportunity.

• Section I - Schedule: Includes General provisions, Contract Price (VAT, DBA Insurance, James Zadroga Act Notice), Statement of Work (Service, Reporting, Participating Posts, Performance, Technical, Quality Assurance, Compliance, Training, Disclosure, Permits Requirements), and Contract Administrative Requirements and Procedures (QASP, Laws and Regulations, Invoices, Tax-Exempt Number, Changes in Ownership, Choice of Law, Contract Administration Data).
• Section II - Contract Clauses: Incorporates FAR and DOSAR clauses by reference, including terms and conditions for commercial products and services, ordering, order limitations, options to extend services/term, availability of funds, observance of holidays, COR designation, and recruitment of third country nationals.

This amendment provides detailed information on the schedule and contract clauses, which are critical for bidders to understand the requirements, pricing structure, and administrative procedures for the Regional Switchboard Services opportunity. Bidders should review these sections carefully to ensure their proposals accurately address all stipulated requirements and clauses.

Solicitation / RFP / RFQ

This document is a Combined Synopsis and Solicitation (Amendment 0002) for Regional Switchboard Services to support U.S. diplomatic posts in Europe. The government intends to award multiple firm-fixed-price, indefinite-delivery/indefinite-quantity (IDIQ) contracts, up to a maximum of two. Task orders will be issued under these contracts without further competition and will be based on the pricing evaluated at the IDIQ award stage.

• The Statement of Work (SOW) is detailed in Attachment 1, Schedule and Contract Clauses.

• Services include regional switchboard operations at proposed locations, potentially in multiple countries or territories.

• The contractor must comply with all applicable laws and regulations in performance locations.

• Defense Base Act (DBA) insurance requirements apply depending on the place of performance.

• Offerors must demonstrate capability to meet all stated performance, delivery, and compliance obligations.

• Type: Multiple firm-fixed-price, indefinite-delivery/indefinite-quantity (IDIQ) contracts.

• Period of Performance: One Base Year plus two Option Years.

• Estimated Value: Not explicitly stated, but requirements apply to contracts valued at USD 700,000 or greater for Trafficking in Persons compliance.

• Offers must be submitted electronically by 15:00 CET on January 30, 2026.

• Offers must be in English.

• Proposals are to be submitted in two volumes: Volume 1 – Price Proposal and Volume 2 – Technical Proposal.

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

• The award will be made to the responsible offeror whose offer is most advantageous to the Government, considering price and other factors (best value determination).

• The government may award without discussions based on initial offers.

• This acquisition is competed under FAR 13 Simplified Acquisition Procedures.

• Overseas acquisitions are not required to be set-aside.

• NAICS Code: 561421 – Telephone Answering Services.

• Key attachments include: Schedule & Contract Clauses, Price Proposal Breakdown, Representations & Certifications, IRS Form W-14, Sample Handbook with Scripts, and Sample Daily Log.

• Questions are due by December 12, 2025.

• Offer acceptance period is 90 calendar days.

Form / Attachment / Pricing Sheet

This document, "Attachment 2 - Price Proposal Breakdown (0002)", is an Excel spreadsheet provided for bidders to detail their proposed firm-fixed prices for the Regional Switchboard Services opportunity. Offerors must insert their proposed unit firm-fixed prices in the yellow highlighted fields for each Mission and specify the currency.

• Pricing Basis: Prices for Working-Hours Services, After-Hours Services, 24/7 Services, and Translation Services must be quoted on a price-per-call basis. Alternative pricing structures are not permitted.
• Structure Flexibility: Offerors may adjust the breakdown structure to align with their firm-fixed-price proposal, provided all required pricing information, including price-per-call units, is included and clearly identifiable.
• Contract Line Item Numbers (CLINs): Includes CLINs for Monthly Management Fee, Working-Hours Services, After-Hours Services, 24/7 Services, Translation Services, Implementation/onboarding fees, VAT, and DBA Insurance.
• Years: The breakdown covers the Base Year, First Option Year, and Second Option Year.
• Geographic Breakdown: Pricing is to be provided for multiple countries including Austria, Belgium, Bulgaria, Croatia, Finland, France, Germany, Ireland, Italy, Kosovo, Luxemburg, Macedonia, Norway, Poland, Portugal, Russia, Slovenia, Spain, Switzerland, The Netherlands, Turkey, and the United Kingdom.
• Estimated Quantities: Estimated quantities are provided for evaluation purposes only.

This attachment is critical for bidders to accurately propose their pricing in the required format. It outlines the specific services to be priced, the unit of measure (primarily price-per-call), the time periods (base and option years), and the geographic scope. Failure to complete this breakdown correctly may impact proposal evaluation.

Amendment / Modification

This amendment (0002) to solicitation 19GE5026R0007 revises requirements for proposal submissions:

• Requires submission of pricing for all performance periods (Base, Option Period 1, Option Period 2).

• Mandates submission of additional pricing-related disclosures, including one-time implementation fees and prior/current embassy performance.

• Requires offerors to submit a list of U.S. Missions/Posts in Europe they are capable of supporting.

• Clarifies that revised proposals must clearly state changes made to the initial technical proposal.

• Removes Section D.2 "Task-Order Competition" from the Schedule in Attachment 1.

• Section A - Solicitation/Contract Form (Attachments listed)

• Section D.2 Task-Order Competition (Removed from Schedule in Attachment 1)

• Pricing schedule (revised format required)

• Proposal submission deadline remains Friday, January 30, 2026, at 15:00 hours (CET).

• Evaluation will be based on total pricing and overall best value at the IDIQ award level, with no further price competition at the task-order level.

• Failure to submit pricing for all periods may render a quotation incomplete and ineligible for award.

Amendment / Modification

• Incorporates Questions and Answers (Q&A) No. 1 through 33.

• Adds Section C.1.6, "Call Recording, Data Protection, and Privacy," to the Statement of Work (SOW), as detailed in Attachment 1.

• Includes the clause FAR 52.224-3, "Privacy Training," as referenced in FAR 52.212-5, also found in Attachment 1.

• Extends the proposal submission deadline from January 9, 2026, to January 16, 2026.

• Statement of Work (SOW) - Section C.1.6 added.

• Attachment 1, Schedule and Contract Clauses (0001) is referenced for new SOW section and FAR clause.

• The proposal submission deadline has been extended to January 16, 2026, at 15:00 Europe/Berlin time.

Amendment / Modification

This document is Amendment 0001 to Solicitation 19GE5026R0007, titled "Regional Switchboard Services." It serves as an addendum to SF-1449 and is designated as Attachment 1: Schedule & Contract Clauses.

• Section I - Schedule: This section details the contract's schedule, including General information, Contract Price (addressing VAT, DBA Insurance, and the James Zadroga Act), Statement of Work (SOW) details, Contract Administrative Requirements, and Procedures.
• Section II - Contract Clauses: This section incorporates various Federal Acquisition Regulation (FAR) clauses relevant to commercial products and services, as well as specific Department of State Acquisition Regulation (DOSAR) clauses.

This amendment primarily provides detailed contract clauses and schedule information. Bidders should review these additions and modifications carefully as they form a critical part of the overall solicitation requirements and will impact proposal preparation and contract execution.

Form / Attachment / Pricing Sheet

This document, "Attachment 3: Representations & Certifications," is a required form for offerors responding to Solicitation 19GE5026R0007 for Regional Switchboard Services. It requires the offeror to provide general information and complete specific representations and certifications.

Part I: Offeror Information

• Company Name
• Company Address
• Unique Entity Identifier (UEI)
• Point of Contact (Full Name)

Part II: Representations and Certifications This section includes numerous FAR clauses and representations that offerors must address, including but not limited to:

• FAR 52.212-3: Offeror Representations and Certifications—Commercial Products and Commercial Services (covering definitions, small business status, veteran-owned status, HUBZone status, etc.)
• Executive Order 11246: Previous contracts and Affirmative Action Compliance
• FAR 52.225-1: Buy American Certificate
• FAR 52.225-3: Buy American-Free Trade Agreements-Israeli Trade Act Certificate
• FAR 52.225-5: Trade Agreements Certificate
• FAR 52.209-7: Information Regarding Responsibility Matters
• FAR 52.222-56: Certification Regarding Trafficking in Persons Compliance Plan
• FAR 52.229-11: Tax on Certain Foreign Procurements - Notice and Representation
• DOSAR 652.225-70: Arab League Boycott of Israel
• DOSAR 652.228-70: Defense Base Act - Covered Contractor Employees
• Contractor Recruitment of Third Country Nationals (TCNs)
• Addendum to FAR 52.222-56 Certification Regarding Trafficking in Persons Compliance Plan
• Addendum to DOSAR 652.242-73 Authorization and Performance

Completing and submitting this document accurately and completely is mandatory for offerors. Failure to provide the requested information may result in exclusion from consideration. Bidders must carefully review each representation and certification to ensure compliance and provide the required details or select the appropriate response. This document is critical for determining offeror eligibility and compliance with various federal regulations and policies.

Form / Attachment / Pricing Sheet

This document, "Attachment 2 - Price Proposal Breakdown," is an Excel spreadsheet provided to assist offerors in structuring their price proposals for Solicitation 19GE5026R0007 for Regional Switchboard Services. Offerors are instructed to insert their proposed firm-fixed unit prices in the yellow highlighted fields and specify the currency. While the provided structure is for reference and consistency, offerors may adjust it as needed, provided all required pricing information is included.

• Currency: To be inserted by the offeror.
• Summary: Provides a high-level overview of costs for Base Year (0.0), First Option Year (TBD), and Second Option Year (TBD), with a Grand Total of 0.
• Base Year Pricing: Details CLINs for Monthly Management Fee, Working-Hours Services, After-Hours Services, 24/7 Services, Translation Services, VAT, and DBA Insurance. It includes estimated annual quantities and columns for firm-fixed unit prices across various countries (Austria to United Kingdom). The Grand Total Cost for the Base Year is 0.0.
• First Option Year Pricing: Similar structure to the Base Year, with all unit prices marked as TBD (To Be Determined).
• Second Option Year Pricing: Similar structure to the Base Year, with all unit prices marked as TBD (To Be Determined).
• Notes: Estimated quantities are for evaluation purposes only. TBD indicates prices are to be determined.

This attachment is critical for bidders to understand the expected pricing structure and to submit their firm-fixed unit prices for each CLIN across different geographic locations for the Base Year. It also outlines the format for option years, where prices are TBD. Bidders must complete the highlighted fields and ensure their pricing aligns with the provided CLIN descriptions and estimated quantities, while also considering the flexibility to adjust the structure if necessary.

Form / Attachment / Pricing Sheet

This document is an Excel spreadsheet containing a sample daily log for tracking calls received by an embassy or consular office. It appears to be a template or a log of past entries, detailing various types of inquiries and their outcomes.

• Call Details: Date/Time, Type of Call, Embassy Location, Caller Information (Name, Contact Number, US Citizen status), Caller's Location.
• Inquiry Details: Concerning what or whom, Location of person call is concerning, "Someone else" details (US Citizen status, Name).
• Issue Summary: A brief description of the issue or concern.
• Dispatch Outcome: How the call was handled (e.g., Terminated Call, Referred to Website, Transferred to EDO/Emailed EDO, Gave them guidance from Handbook).
• Internal IDs: PowerApps IDs for tracking.

This document provides insight into the types of citizen services and inquiries that may be handled by personnel in a consular or embassy setting. It illustrates the nature of issues that arise, such as lost passports, medical emergencies, welfare checks, and general inquiries. While not a direct requirement for proposal submission, it helps potential bidders understand the operational context and the scope of services that might be relevant to the overall opportunity, particularly if the opportunity involves support for consular services or emergency response.

Form / Attachment / Pricing Sheet

This document, "Attachment 1: Schedule & Contract Clauses," is an addendum to Solicitation 19GE5026R0007 for Regional Switchboard Services. It details the schedule of services and contract clauses that will govern the resulting contract.

Section I - Schedule:

• General: Defines the contract as a firm-fixed-price, Indefinite-Delivery/Indefinite-Quantity (IDIQ) contract for switchboard services at U.S. Embassies and Consulates in Europe.
• Contract Price: Includes provisions for Value Added Tax (VAT) and Defense Base Act (DBA) Insurance, as well as a notice regarding the James Zadroga 9/11 Victims Health and Compensation Act of 2010.
• Statement of Work (SOW): Outlines service requirements (coverage levels, task order issuance, language, call handling, emergency escalation), reporting requirements (daily and monthly reports), participating posts and estimated call volumes, and holiday coverage.
• Performance Requirements: Details staffing, supervision, and technical requirements (VOIP system, IVR, messaging, call logs, backup, knowledge base).
• Quality Assurance Management Plan: Establishes requirements for monitoring performance, handling complaints, and implementing corrective actions.
• Compliance Requirements: Mandates adherence to local labor laws, permits, licenses, and data security.
• Training Requirements: Specifies continuous training for operators and participation in government-provided training.
• Disclosure of Information: Governs the use and non-disclosure of government-provided information.
• Permits and Licensing: Requires the contractor to obtain necessary permits and licenses.
• Contract Administrative Requirements and Procedures: Includes Quality Assurance and Surveillance Plan (QASP), procedures for task orders under multiple-award IDIQ contracts, and relevant laws and regulations.
• Invoices, Review and Payment: Outlines invoice submission requirements, tax-exempt status, and payment procedures.
• Changes in Ownership, Choice of Law, Contract Administration Data: Addresses administrative aspects of the contract.

Section II - Contract Clauses:

• Incorporates by reference numerous Federal Acquisition Regulation (FAR) and Department of State Acquisition Regulation (DOSAR) clauses related to contract terms, conditions, ordering, limitations, options, availability of funds, holidays, COR designation, and recruitment of third country nationals.

This document is critical for bidders as it defines the scope of work, performance expectations, technical requirements, reporting obligations, and contractual terms for providing regional switchboard services. It details the operational environment, language requirements, and performance standards that must be met. Understanding these elements is essential for developing a compliant and competitive proposal.

Form / Attachment / Pricing Sheet

This document is IRS Form W-14, "Certificate of Foreign Contracting Party Receiving Federal Procurement Payments." It is used by foreign entities to certify their status for tax purposes related to U.S. federal procurement payments. Bidders may need to complete and submit this form as part of their proposal or contract execution.

• Part I: Identification: Collects information about the foreign contracting party and the acquiring U.S. agency.
• Part II: Exemption Based on an International Agreement: Allows for claiming relief from tax under Section 5000C pursuant to an international agreement (e.g., a tax treaty).
• Part III: Exemption Based on an International Procurement Agreement or Goods/Services Produced/Performed in the U.S.: Details exemptions related to international procurement agreements or U.S.-based production/performance.
• Part IV: Explanation: Requires detailed explanations for exemptions claimed in Part II or Part III.
• Part V: Certificate: A declaration by the foreign person confirming the accuracy of the information and agreeing to tax obligations.

Foreign entities bidding on this opportunity may be required to complete and submit this form to the acquiring agency. It is crucial for understanding potential tax implications and ensuring compliance with U.S. tax regulations related to federal procurement payments. The form helps determine if the foreign contracting party is eligible for certain tax exemptions.

Form / Attachment / Pricing Sheet

This document provides instructions for completing IRS Form W-14, "Certificate of Foreign Contracting Party Receiving Federal Procurement Payments." This form is used by foreign persons who receive specified federal procurement payments from the U.S. government and are seeking an exemption from the 2% tax imposed by Section 5000C of the Internal Revenue Code.

• General Instructions: Explains the purpose of Form W-14, who must provide it, and situations where it should not be used.
• Specific Instructions: Details how to complete each part of the form, including identifying the foreign contracting party and acquiring agency, and claiming exemptions based on international agreements or the location of goods/services.
• Definitions: Clarifies terms such as "acquiring agency," "foreign contracting party," "international procurement agreement," and "specified federal procurement payment."
• Exemption Categories: Outlines exemptions based on international agreements (Part II) and international procurement agreements or U.S.-based goods/services (Part III).
• Appendices: Lists qualified income tax treaties that provide exemptions from the Section 5000C tax.

Foreign entities bidding on U.S. government contracts that may be subject to Section 5000C tax should use this form to claim any applicable exemptions. Understanding these instructions is crucial for accurate proposal preparation and to ensure compliance with U.S. tax regulations, potentially impacting the overall cost of performing the contract.

Form / Attachment / Pricing Sheet

This document is the "Mission XXX Call-center Handbook," which serves as a comprehensive guide for call center operators handling inquiries and emergencies related to the U.S. Mission in XXX and its consulates. It outlines procedures, contact information, and protocols for various situations.

• Revision History: Details updates and version control for the handbook.
• Table of Contents: Provides a structured overview of the handbook's sections.
• Introduction and General Information: Explains the role of the call center in assisting U.S. citizens in crisis outside of mission working hours.
• Handling Calls: Specific guidance on how to handle general calls, including information to collect and when to refer calls to the Embassy Duty Officer (EDO).
• Referral Guidelines: Clear instructions on which types of calls should and should not be referred to the EDO, covering a wide range of scenarios from lost passports to medical emergencies and VIP inquiries.
• Specific Assistance Areas: Detailed procedures for various types of assistance, including:
  • Emergency/Medical Assistance to Official Personnel
  • Other Assistance for US Mission Personnel (e.g., lockouts, residential emergencies)
  • Travel Document Assistance (Visa Issues, Passports)
  • Assistance to U.S. Citizens (Entry Issues, Lost/Stolen Property, Notaries, Social Security)
  • Special Services (Arrest, Welfare, Medical Emergencies, Threats, Death, Child Custody, Mental Illness, Victims of Crime, Domestic Violence, Destitution, Shelter, Disasters, Customs Violations, Fraudulent Travel Documents).
• Annexes: Includes supplementary information such as:
  • Annex A: Telephone Instructions and Emergency Embassy Numbers
  • Annex B: Sample Call Log
  • Annex C: Bomb Threat Calls Procedure
  • Annex D: Crisis Procedure
  • Annex E: Call Scripts for specific situations (Lost Passport, Denied Entry, Missing Person)
  • Annex F: Holiday Schedule
• Glossary: Defines key acronyms and terms used in the handbook.
• Call Center Dialing Instructions: Provides direct numbers for call transfers.

This handbook is crucial for understanding the operational procedures and communication protocols of the U.S. Mission's call center. Bidders involved in providing services related to call center operations, emergency response, or support for U.S. citizens abroad would find this document highly relevant for understanding the scope and requirements of such services. It details the types of calls handled, the escalation procedures, and the critical contact points, which are essential for any entity supporting these functions.

Solicitation / RFP / RFQ

This is a combined synopsis and solicitation for Regional Switchboard Services to support U.S. embassies and consulates throughout Europe. The government intends to award multiple firm-fixed-price, indefinite-delivery/indefinite-quantity (IDIQ) contracts, up to a maximum of two, though only one may be awarded based on evaluation results. Task orders will be issued under these contracts, with continued competition among awardees for each task order.

• The solicitation outlines the Statement of Work (SOW), applicable clauses, performance obligations, and conditions governing the contract. Offerors must demonstrate a clear and feasible approach to meeting all stated performance, delivery, and compliance obligations.

• Services may be performed in one or more countries or territories. The contractor must comply with all applicable laws and regulations in each location.

• Defense Base Act (DBA) insurance requirements apply, with specific conditions based on the place of performance and nationality of personnel.

• The contract will consist of a one-year base year and two option years.

• Pricing for the Base Year is required for evaluation; option year pricing is not needed at this stage.

• The total price includes all labor, equipment, delivery, overhead, profit, insurance, customs clearance, and other expenses. No additional sums will be paid for escalations or contractor estimation failures.

• Offers must be submitted electronically by 15:00 hours CET on Friday, January 9, 2026.

• Offers must be in English and submitted in a readable format (MS Word, MS Excel, or Adobe PDF).

• The offer consists of two volumes: Volume 1 - Price Proposal and Volume 2 - Technical Proposal.

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

• The period for acceptance of offers is extended to 90 calendar days.

• This acquisition will be competed under FAR 13 Simplified Acquisition Procedures.

• Overseas acquisitions are not required to be set-aside.

• The North American Industry Classification System (NAICS) code is 561421 – Telephone Answering Services.

• Questions must be submitted in writing by 15:00 hours CET on Friday, December 12, 2025.

• Contact: Patticha Gruenbeck, Contract Specialist, U.S. Department of State.