R699--Switchboard Operator Services

ccreditation Package is not required. Unless otherwise specified, the contractor shall use Government Furnished Equipment, facility, and infrastructure. The operator function shall be provided 24 hours daily, 365 days per year, including all holidays. The operators shall operate attendant HPC Smartcard Keyboards, as well as various paging and alarm systems (Symplex Alarm System). The average number of calls received per day for the 6 campuses combined is<5,000. Work includes covering the following equipment: radio, and various paging systems, as well as reporting and recording trouble calls and moves, additions, and changes. Telephone Operators will use electronic telephone attendant consoles to process incoming and outgoing telephone calls. All calls shall be completed courteously and efficiently. The work requires speed, precision, and observance of strict security measures. Contract personnel shall index patient/employee locations via a computer terminal and operate emergency equipment pertinent to patients, alarms, police, fires, and disasters. VA reserves the right to increase or decrease workload quantities as the need arises at the same prices, terms, and conditions based on changes in VA's mission or any other changes warranting changes. All incoming calls, both internal and external, shall be answered within three (3) rings. Monthly abandonment rates for calls into the operators must not exceed an average of 5% (five percent). Definitions/Acronyms - Terms used in this contract shall be interpreted as follows unless the context expressly requires a different construction and interpretation. In case of a language conflict between the definitions and other sections of this contract, the language in this section shall govern. Contracting Officer (CO) The person executing this contract on behalf of the Government with the authority to enter and administer contracts and make related determinations and findings. Contracting Officer s Representative (COR) A person appointed by the Contracting Officer to take necessary action to ensure the Contractor performs by and adheres to the specifications contained in the contract and to protect the interest of the Government. The COR shall promptly report any indication of non-compliance to the Contracting Officer so that appropriate action can be taken. HIPAA Health Insurance Portability and Accountability Act PWS Performance Work Statement QASP Quality Assurance Surveillance Plan VA Veterans Affairs PERSONNEL QUALIFICATIONS AND REQUIREMENTS All contract personnel shall receive training in VA procedures and policies. No contract personnel shall be assigned to work under the contract until initial orientation and training are completed. The contractor's training cost will be included in the proposed prices and will not be separately reimbursed. Contract personnel shall wear clothes appropriate for an office environment. All contract personnel must wear an identification badge provided by the VA. Personnel rosters shall be provided to the Contracting Officer. Personnel not shown on the roster as regulars or alternates shall not be permitted to work at the VA facility. A copy of the roster shall be provided to the VA Police Service. Contract personnel shall have automobile liability insurance to drive or park at the VA facility. Citizenship Related Requirements: The Contractor certifies that the Contractor shall comply with any legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs. While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract, or subcontract with an illegal alien, foreign national non-immigrant who is in violation of their status because of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor must comply with all E-Verify requirements consistent with Executive Order 12989 and any related pertinent Amendments and applicable Federal Acquisition Regulations. If the Contractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the Department of Veterans Affairs may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor s place of business that services Department of Veterans Affairs; or other place where the Contractor provides services to Veterans who the Department of Veterans Affairs has referred; and shall form the basis for termination of this contract for breach. This certification concerns a matter within the jurisdiction of an agency of the United States, and making a false, fictitious, or fraudulent certification may render the maker subject to prosecution under 18 U.S.C. 1001. The Contractor agrees to obtain a similar certification from its subcontractors. The certification shall be made as part of the offeror's response to the solicitation document. HOURS OF OPERATION Work shall be performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays. The shifts may include days, evenings, and nights. The Contractor is responsible for providing coverage appropriate for the workload with the concurrence of the using service and final concurrence of the Contracting Officer. The following are federal holidays: New Year's Day Labor Day Martin Luther King's Columbus Day President's Day Veterans Day Memorial Day Thanksgiving Day Juneteenth Christmas Day Independence Day PERFORMANCE STANDARDS, QUALITY ASSURANCE (QA) AND QUALITY IMPROVEMENTS The Contractor shall have a Quality Control Program to ensure that the contract's requirements are provided as specified. The Contractor shall provide two copies of the program to the Contracting Officer within one month from the onset of contract performance and changes thereafter as they occur. The program shall include, but not be limited to, the following: An inspection system covering all services shall be provided. It must specify the areas to be inspected, the frequency of inspections, and the title of the individual(s) performing the inspections. A method(s) for identifying and preventing deficiencies in the quality of services performed before the level of performance becomes unacceptable. Record all reviews conducted by the Contractor and the corrective action taken. Copies of all reviews shall be provided to the Contracting Officer. This determination shall be made available to the Government during the contract term and one year (1) after the contract's expiration. The Government will monitor the Contractor's performance under this contract using the quality assurance procedures in the COR's Surveillance Plan. The Contractor shall meet with the COR according to a schedule established by the COR. A Performance