PERFORMANCE WORK STATEMENT SWITCHBOARD OPERATOR SERVICES GENERAL REQUIREMENTS FOR VETERANS AFFAIRS HEALTH CARE SYSTEM The Contractor shall provide all labor, training, supervision, and other services necessary to perform switchboard operating services. The work will be accomplished at the Gulf Coast Veterans Health Care System (GCVHCS) located at 400 Veterans Avenue, Biloxi, MS 39531, Building 53, Room 1A125. Regular business hours are from 8:00 am to 4:30 pm, 7 days a week. The Contractor shall perform to the standards expressed in this PWS. The C&A requirements do not apply, and a Security Accreditation 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 Evaluation Meeting will be held quarterly to discuss and resolve any deficiencies in the contract. Other concerns of the COR, CO, or the Contractor will also be discussed during these meetings. This will be done during the regularly scheduled meetings with the Project Manager. GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, FURNISHINGS AND MATERIALS. The Government will provide the facilities, equipment, furnishings, and materials to perform the required services. The Contractor shall provide materials for the operation of the Contractor's business. The Government will furnish all or make available facilities for the Contractor. Facilities have been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified for which work areas have been established. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazards exist, that work area procedures will not be necessary, or that the facilities as furnished will be adequate to meet the responsibilities of the Contractor. Compliance with the Occupational Safety and Health Act and other applicable laws and regulations for protecting employees is exclusively the Contractor's obligation. The Government will assume no liability or responsibility for the Contractor's compliance or noncompliance with such responsibilities, with the following exception: if OSHA hazards are found in the Government-furnished facility, the Government developed and approved reduction plans, considering safety and health priorities. A higher priority of correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. Before the contractor performs any modification of the facilities, the Contractor must notify the Contracting Officer and provide documentation describing in detail the modification requested. No alteration to the facilities shall be made without specific written permission from the Contracting Officer; however, in the case of alterations necessary for OSHA compliance, such consent shall not be unreasonably withheld. The Contractor shall return the facilities to the Government in the same condition as received, with fair wear and tear and approved modifications expected. These facilities shall only be used for the performance of this contract. The COR and the Contractor shall inventory equipment and materials at the beginning and end of the contract. All shall jointly sign the inventory. A copy of the inventory list will be provided to the Contractor. The following shall be determined for each piece of inventory: Working conditions of equipment. Items beyond fair wear and tear. Items designated for replacement. The Contractor shall notify the COR in writing of any defective Government equipment immediately. The COR shall be responsible for assuring the replacement of the faulty equipment. If the COR does not replace the defective equipment within a reasonable time, the Contractor shall notify the Contracting Officer in writing. The Contractor shall be liable for damage to equipment and furnishings caused by the Contractor's negligence. Equipment and furnishings damaged through normal wear and tear and acts of God shall not be the Contractor's responsibility. Equipment damaged by the Contractor shall be replaced by the Contractor, not exceeding the actual cost of repair or replacement as appropriate, within 30 calendar days or sooner, which is dependent upon the critical value. Equipment or furnishings damaged by the Contractor's personnel and not replaced or repaired by the Contractor, as appropriate, shall be replaced or repaired by VA and charged to the Contractor. The COR shall prepare discrepancy reports regarding damaged property and submit them to the Contracting Officer for determination. VA-owned equipment is subject to change, and additional equipment may be implemented. Contract personnel shall be provided training on any new equipment. GOVERNMENT FURNISHED SERVICES. The Government will provide the following services at the contract site: Telephone Services. The Government will provide one telephone instrument for the Contractor to conduct contract-related business. Utilities. The Government will provide electricity, water, sewage, and heating for the space to be occupied or used by the Contractor. Space. The Government will provide the space to be utilized by the Contractor in providing contract-related services. Custodial Services. The government will provide custodial services, consisting of emptying waste receptacles, sweeping floors, and replenishing washroom supplies as needed. It will also provide routine cleaning as established by environmental Management Service policy. Disposition of Property. The Government will give disposition instructions for items beyond repair concerning government-furnished equipment and furnishings. Insect and Rodent Control. The government will provide the personnel, supplies, and materials required to eliminate or control insects and rodents. Parking. The Government will not make special provisions for Contract personnel parking. Vehicles will park only in designated areas. Signs and appropriate curb markings indicate no parking areas, reserved parking, and fire lanes. The speed limit on the ground is 15 miles per hour unless otherwise posted. The speed limit may be reduced depending upon weather conditions that may prevail. Double parking, blocking crosswalks, parking at loading docks, parking within 15 feet of a fire hydrant, and parking in fire lanes are prohibited. Pedestrians have the right of way over all vehicles in all areas on VA facility grounds. To protect the vehicle and its contents against theft, parked vehicles should have the ignition key removed, windows closed, and doors locked. Every effort will be made to protect vehicles and their contents while parked on VA facility grounds; however, VA assumes no liability for loss from or damage to privately owned cars and their contents. Parking is permitted only in designated and lined parking areas. Vehicles found in another area will be ticketed. TELEPHONE / SWITCHBOARD OPERATORS' TASKS. Answer and process all incoming calls. Answer incoming calls politely, efficiently, and in a friendly manner, even during heavy workloads and crises. Calls shall be answered in priority order. Incoming calls shall be routed appropriately throughout the facility. Responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires, and disasters. Follow instructions if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office. Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls. Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary. Assist facility staff and patients, when necessary, in placing calls. Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation arises. Reporting Telephone Equipment Malfunctions: Maintain a log of all telephone equipment malfunctions and complaints regarding telephone service. Verify telephone equipment malfunctions upon callers' requests and report them to the Information Technology (IT). CONTRACTOR'S RESPONSIBILITIES. Contract personnel shall become familiar with the functions of the different services within the facility. With this knowledge, determine the area within the campus when the caller does not know the telephone extension. Contractor shall always, including periods of hefty workload and during absences of contract personnel, provide adequate coverage wherein telephone service is not impeded. The contractor should also provide the following: Providing training to subordinate employees. Supervise audits and surveys of telephone instruments and supplies. Supervise maintenance of various alarm systems. Prepare duty and vacation schedules. Planning the daily activities of the unit personnel. Prepare and submit various reports. Incident reports (i.e., failure to promptly notify code blue team or failure to follow emergency procedures) and caller's complaints. Check work assignments. Correct deficiencies. Maintain discipline within the area. INSURANCE AND EMPLOYEE BENEFITS REQUIREMENTS. Contractor shall protect the personnel furnishing services under this contract. The Contractor shall provide the following coverage for its personnel: Workers' compensation Liability Insurance Income tax withholding Social Security withholding Health Benefits Vacation and Holiday CONTINGENT SERVICES. The Contractor shall provide a comprehensive plan detailing the continuity of telephone services during contractor employee outages. The Contractor shall also have a contingency plan in the case of inclement weather or when other problems arise which, if not addressed, would impede telephone services. The Contractor shall provide a comprehensive plan describing a methodology for providing this service when the volume exceeds 20% of the telephone workload customarily received. The Contractor shall ensure that Contract personnel comply with the Privacy Act and the Freedom of Information Act. The Contractor shall ensure that regulations, manuals, telephone, and other communications guidelines are updated as often as changes are made. MANUALS POLICIES PROCEDURES AND REGULATIONS. Documents applicable to this Performance Work Statement are listed below. These documents are mandatory. At the start of this contract, the Government shall provide the Contractor with one copy of all required regulations, manuals, and specifications listed below. The VA shall update supplements and amendments, and a copy will be provided to the Contractor to fill out the appropriate procedure s manual. The policies and procedures of mandatory directives shall always be adhered to. The Contractor is responsible for posting and updating all mandatory publications. The manual shall be available to the COR for inspection at any time. Facility policies concerning Fire and Safety Programs. Government-Owned Contractor Operated (GOCO only) Facility Policy concerning Disaster Plan Freedom of Information Act Privacy Act FIRE AND SAFETY PREVENTION. Government-Owned Contractor Operated (GOCO) only. In performing this contract, the Contractor shall take all fire and safety precautions to prevent the endangerment of the lives and health of the building's occupants. Fire and Safety deficiencies created by contract personnel shall be corrected immediately. Contract personnel shall comply with applicable Federal, State, local, and VA fire and safety regulations and codes. The contractor shall keep abreast of and comply with changes in these regulations and codes applicable to the contract. INVOICE/PAYMENT No advance payments under this contract will be authorized. All invoices shall follow the instructions in this subsection. Failure to do so could result in a delay in payment. Invoice requirements and supporting documentation: Supporting documentation and invoice must be submitted no later than the 5th of the month. Subsequent changes or corrections shall be submitted in a separate invoice. In addition to the information required for submission of a proper invoice in accordance with FAR 52.212-4 (g), all invoices must include: Name and Address of Contractor Invoice Date and Invoice Number Contract Number and Purchase/Task Order Number Date of Service Hourly Rate Quantity of hours worked Total price Vendor Electronic Invoice Submission Methods Facsimile, e-mail, and scanned documents are unacceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted electronic data transmission methods below: VA s Electronic Invoice Presentment and Payment System The FSC uses a third-party contractor, OB10, to transition vendors from paper to electronic invoice submission. To submit electronic invoices free of charge, please contact by email, your questions to: vafsccshd@va.gov. A system that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by the American National Standards Institute (ANSI). The X12 EDI Web site (http://www.x12.org). The Contract may contact FSC at the phone number or email address listed below with any questions about the e-invoicing program or OB10: OB10 e-Invoice Setup Information: 1-877-489-6135 OB10 e-Invoice email: VA.Registration@ob10.com FSC e-Invoice Contact Information: 1-877-353-9791 FSC e-invoice email: vafsccshd@va.gov DESIGNATION OF CONTRACTING OFFICER'S TECHNICAL REPRESENTATIVE (COR) A Technical Representative of the Contracting Officer (COR) will be designated to represent the Contracting Officer in furnishing technical guidance and advice under this contract. The preceding is not to be construed as authorization to interpret or provide advice and information to the Contractor relative to the financial or legal aspects of the contract. Those matters are the responsibility of the Contracting Officer and shall not be delegated. 13 14
