DH10--Live Event, Voicemail Transcription Video Steaming

Attachment 1: for Combined Synopsis-Solicitation for Commercial Services Effective Date: 04/18/2025 36C24125Q0617 Revision: 02 36C24125Q617 Description This is a combined synopsis/solicitation for commercial products and commercial services prepared in accordance with the format in Federal Acquisition Regulation (FAR) subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Products and Commercial Services, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested, and a written solicitation document will not be issued. This solicitation is issued as an RFQ. The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2024-03 This solicitation is set-aside for small business The associated North American Industrial Classification System (NAICS) code for this procurement is: 517810 Other Telecommunications Small business size standard of 40 million. The FSC/PSC is DH10 The VA Boston Healthcare system is seeking to purchase Veteran Tele-Town Hall with Veterans video conferencing. All interested companies shall provide quotations for the following: Services: ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QTY UNIT UNIT PRICE AMOUNT 0001 4.00 EA ______ ______________ Live event, voicemail transcription, video streaming. 36C24125Q0535 Contract Period: Base POP Begin: 07-14-2025 POP End: 09-30-2025 PRINCIPAL NAICS CODE: 517810 Other Telecommunications PRODUCT/SERVICE CODE: DH10 - IT and Telecom - Platform As A Service: Database, Mainframe, Middleware GRAND TOTAL ______________ VHABHS Veteran Tele-Town Hall Series Performance Statement of Work 1. General Objectives and Requirements a. Title of Project: VHABHS Veteran Tele-Town Hall Series b. Authority and Purpose of the Project i. The purpose of this project is to fulfill the Department of Veterans Affairs (VA) requirement that all VA healthcare systems conduct regular town halls with Veterans: VA Directive 1003.4 (page 3), updated on Nov 9, 2023. (6): Ensuring the fulfillment of the requirements established by the Comprehensive Addiction and Recovery Act (CARA), P.L. 114-198 § 921 with respect to Veteran community meetings. NOTE: Pursuant to CARA, each VA medical facility should host a community meeting (town hall) open to the public on improving health care provided no less frequently than once every 90 days. In addition, no less frequently than once a year, each Community-based Outpatient Clinic (CBOC) should host a community meeting (town hall) open to the public on improving health care provided. ii. These events serve as a vital outreach tool, allowing VA Boston Healthcare System to inform Veterans about their benefits and available services, respond to their questions, and ensure transparency and trust in VA operations. c. Background Traditional in-person town halls are limited in scope and participation due to travel, timing, and accessibility constraints. In contrast, tele-townhalls enable large-scale engagement by automatically dialing out to thousands of Veterans and allowing simultaneous interaction through phone and online platforms. d. Scope and Methodology This contract covers four (4) Veteran Tele-Town Halls with voicemail transcription and video streaming the scope of services includes full lifecycle support for each even planning, execution, and post-event reporting. Essential features: Broadnet platform training Dedicated live Event Specialist Participant voicemail set-up Comprehensive Event Planning Services Outbound dial to contact list Event recording Standalone and branded streaming player Audio streaming with PowerPoint presentations Simulcast to Facebook (not available with previous vendors) Detailed post-event report Custom Caller ID and Default Streaming Image Live polling capabilities Moderated Q&A with two screeners (not offered by other vendors) Pinless dial-in access with unlimited inbound minutes Unlimited call transfer minutes Voicemail transcription (competitors only provide basic recordings) Pre-call invitations to increase Veteran participation 2. Tasks and Associated Deliverables a. Description of Tasks and Associated Deliverables i. Tasks 1. The contractor shall do the following work: The vendor is responsible for the full coordination and execution of five Veteran Tele-Town Hall event Specific tasks include: Pre-Event: Provide Broadnet platform training to VA Boston staff Assign a Dedicated Live Event Specialist Coordinate Event Planning Services, including scripting and timeline development Set up Participant Voicemail system Upload and prepare the call list Set up and test Custom Caller ID Prepare a Custom Client Default Image for the streaming player Coordinate and send one outbound pre-call invitation per event During Event: Launch and manage outbound dial to all participants on the list Provide moderated Q&A session with two screeners (not provided by other vendors) Provide Pinless access number with unlimited inbound minutes Monitor and assist with unlimited call transfers Stream the event via a Standalone streaming player Simulcast the event to Facebook Live Stream audio with a PowerPoint presentation Collect and manage live polling results Post-Event: Transcribe voicemails and provide a summary document Record the entire event and provide access for playback Deliver a Detailed Event Report, including participation data and Q&A summaries 2. The VA shall be responsible for: VA Boston Healthcare System will support the successful execution of the tele-town halls by performing the following tasks: Provide finalized participant call lists ahead of each event Review and approve event scripts and presentation materials Designate internal panelists (e.g., Executive Leadership, Patient Advocates, Benefits experts) Coordinate internal technical readiness and participation Review and respond to post-event reports and Veteran follow-ups Ensure compliance with VA policies and secure necessary approvals (e.g., Privacy, Communications) b. Reporting Requirements: i. Relevant and Well-Defined Baselines The vendor will be required to deliver consistent reporting for each of the five scheduled events Scheduling to be determined based on need. The following baselines will guide performance expectations and reporting compliance: Participation Metrics: Number of outbound calls placed, number of attendees who joined live, number of voicemails received, and Facebook Live viewership statistics. Engagement Metrics: Number of questions received, number of live poll responses, number of call transfers to patient advocates or other representatives. Technical Performance: Call connection rates, streaming stability, and transfer success rates. Accessibility and Quality Assurance: Provision of voicemail transcriptions, event recording availability, and clarity of audio/visual components during the event. Baseline expectations for event: Minimum of 10,000 outbound calls Minimum 85% call connection success rate Event recording and transcription delivered within 3 business days post-event Comprehensive event report delivered within 5 business days post-event ii. Milestones for Review, Approvals, Acceptance, or Rejection by the VA Pre-Event Milestones (Due 7 10 Days Before Each Event): Draft Script and Presentation Materials submitted to VA for review and approval Outbound Call List Confirmation and Pre-Call Messaging plan approved Technical Test Run scheduled and executed with VA panelists Day-of-Event Milestones: Event launch confirmation sent to VA Boston POC Live moderation and event management Real-time technical support for VA panelists and public audience Call transfers and Facebook Live simulcast verification Post-Event Milestones: Voicemail Transcriptions delivered to VA within 3 business days Event Recording Link shared within 3 business days Comprehensive Event Report (including metrics listed in baselines) delivered within 5 business days VA Review Period: 3 business days for acceptance, feedback, or rejection of the report Final Deliverable Milestone Summary report of event including cumulative participation, feedback trends, and recommendations for future engagements Final review and acceptance by VA Boston within 10 business days of event report All reports and deliverables are subject to review and approval by the VA Boston Public Affairs Officer and Executive Sponsor. Failure to meet performance expectations or reporting timelines may result in contract performance discussions or corrective actions. 3. Quality Assurance Surveillance Plan (QASP): Tele-Townhall Services Contract VA Boston Healthcare System. a. Purpose The purpose of this Quality Assurance Surveillance Plan (QASP) is to ensure that the vendor providing tele-townhall services to the VA Boston Healthcare System performs in accordance with the contract terms, delivers consistent and high-quality services, and meets outreach and communication objectives established by VA Central Office. The Contracting Officer s Representative (COR) will use the surveillance methods outlined below to monitor, document, and verify the contractor s performance throughout the contract period. iii. Validated User/Customer Complaints The COR will review Veteran and staff feedback regularly, including comments submitted through Public Affairs and reports from Patient Advocates. This feedback will be used to identify any recurring service issues or deficiencies. The COR will assess these concerns on a monthly basis and determine whether they require follow-up with the contractor. iv. Verification and/or Documentation Provided by Contractor The contractor shall submit quarterly documentation to the COR, including detailed post-event reports, voicemail transcriptions, event recordings, and performance metrics (e.g., participation rates, polling results, Facebook engagement). These materials will be reviewed to verify compliance with contract terms and quality standards. b. Summary This QASP provides a structured, multi-method approach to ensure the successful delivery of five high-quality tele-townhall events. It promotes accountability, allows early identification of issues, and enables timely corrective actions to uphold service excellence for our Veteran community. The purchase order period of performance is from Award to 30 September 2025. (PWS End) Place of Performance/Place of Delivery Address: VA Boston Healthcare System 150 S. Huntington Ave. Boston, MA Postal Code: 02130 Country: UNITED STATES The full text of FAR provisions or clauses may be accessed electronically at https://www.acquisition.gov/browse/index/far. The following solicitation provisions apply to this acquisition: FAR 52.212-1, Instructions to Offerors Commercial Products and Commercial Services FAR 52.212-3, Offerors Representations and Certifications Commercial Products and Commercial Services www.sam.gov registration is required to be complete at time of submission of response Offerors must complete annual representations and certifications electronically via the System for Award Management (SAM) website located at https://sam.gov/ in accordance with FAR 52.212-3, Offerors Representations and Certifications Commercial Products and Commercial Services. If paragraph (j) of the provision is applicable, a written submission is required. FAR 52.212-2 Evaluation-Commercial Products and Commercial Services [In accordance with FAR 12.301(c) when the use of evaluation factors is appropriate, the contracting officer may (1) Insert the provision at 52.212-2, Evaluation-Commercial Products and Commercial Services, in solicitations for commercial products or commercial services (see 12.602); or (2) Include a similar provision containing all evaluation factors required by 13.106, subpart 14.2 or subpart 15.3, as an addendum (see 12.302(d)).] The following contract clauses apply to this acquisition: FAR 52.212-4, Contract Terms and Conditions Commercial Products and Commercial Services Nov. 2023 FAR 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders Commercial Products and Commercial Services Jan 2025 The following subparagraphs of FAR 52.212-5 are applicable: (a) The Contractor shall comply with the following Federal Acquisition Regulation (FAR) clauses, which are incorporated in this contract by reference, to implement provisions of law or Executive orders applicable to acquisitions of commercial products and commercial services: (1) 52.203-19, Prohibition on Requiring Certain Internal Confidentiality Agreements or Statements (JAN 2017) (section 743 of Division E, Title VII, of the Consolidated and Further Continuing Appropriations Act, 2015 (Pub. L. 113-235) and its successor provisions in subsequent appropriations acts (and as extended in continuing resolutions)). (2) 52.204 23, Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab Covered Entities (DEC 2023) (Section 1634 of Pub. L. 115 91). (3) 52.204 25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment. (NOV 2021) (Section 889(a)(1)(A) of Pub. L. 115 232). (4) 52.209-10, Prohibition on Contracting with Inverted Domestic Corporations (NOV 2015). (5) 52.232 40, Providing Accelerated Payments to Small Business Subcontractors (MAR 2023) (31 U.S.C. 3903 and 10 U.S.C. 3801). (6) 52.233-3, Protest After Award (AUG 1996) (31 U.S.C. 3553). (7) 52.233-4, Applicable Law for Breach of Contract Claim (OCT 2004) (Public Laws 108-77 and 108-78 (19 U.S.C. 3805 note)). (b) The Contractor shall comply with the FAR clauses in this paragraph (b) that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial products and commercial services: [X] (9) 52.204 27, Prohibition on a ByteDance Covered Application (JUN 2023) (Section 102 of Division R of Pub. L. 117 328). [X] (11)(i) 52.204 30, Federal Acquisition Supply Chain Security Act Orders Prohibition. (DEC 2023) (Pub. L. 115 390, title II). [X] (26) (i) 52.219-28, Post award Small Business Program Rerepresentation (JAN 2025) (15 U.S.C. 632(a)(2)). [X] (31) 52.222-3, Convict Labor (JUN 2003) (E.O. 11755). [X] (36)(i) 52.222 36, Equal Opportunity for Workers with Disabilities (JUN 2020) (29 U.S.C. 793). [X] (39)(i) 52.222-50, Combating Trafficking in Persons (NOV 2021) (22 U.S.C. chapter 78 and E.O. 13627). [X] (46) 52.223-23, Sustainable Products and Services (MAY 2024) (DEVIATION FEB 2025) (7 U.S.C. 8102, 42 U.S.C. 6962, 42 U.S.C. 8259b, and 42 U.S.C. 7671I). [X] (51) 52.225-13, Restrictions on Certain Foreign Purchases (FEB 2021) (E.O.'s, proclamations, and statutes administered by the Office of Foreign Assets Control of the [X] (55) 52.226-8, Encouraging Contractor Policies to Ban Text Messaging While Driving (MAY 2024) (E.O. 13513) [X] (59) 52.232-33, Payment by Electronic Funds Transfer System for Award Management (OCT 2018) (31 U.S.C. 3332). [X] (61) 52.232-36, Payment by Third Party (MAY 2014) (31 U.S.C. 3332). [X] (63) 52.240 1, Prohibition on Unmanned Aircraft Systems Manufactured or Assembled by American Security Drone Act Covered Foreign Entities (NOV 2024) (Sections 1821 1826, Pub. L. 118 31, 41 U.S.C. 3901 note prec.). [X] (1) 52.222-41, Service Contract Labor Standards (AUG 2018) (41 U.S.C. chapter 67). [X] (7) 52.222-55, Minimum Wages for Contractor Workers Under Executive Order 14026 (JAN 2022). [X] (8) 52.222-62, Paid Sick Leave Under E 852.222-71 Compliance with Executive Order 13899. (DEVIATION) (APR 2025) As prescribed in 822.810(h), insert the following clause: Compliance with Executive Order 13899. (DEVIATION) (APR 2025) The contractor shall comply with Executive Order 13899, Combating Anti-Semitism, pursuant to Title VI of the Civil Rights Act of 1964 (Title VI), 42 U.S.C. 2000d et seq. The contractor shall timely disclose, in writing, to the Contracting Officer, whenever, in connection with the award, performance, or closeout of this contract or any subcontract thereunder, the Contractor has credible evidence that a principal, employee, agent, or subcontractor of the Contractor has committed a violation under Executive Order 13899, Combatting Anti-Semitism pursuant to the Civil Rights Act of 1964 (Title VI), 42 U.S.C. 2000d et seq. The contractor shall include the terms and conditions of this clause in every subcontract or purchase order so that these terms will be binding on every subcontractor or vendor. (End of clause) INSTRUCTIONS: All quoters shall submit the following: Capability to meet the Performance Statement of Work Past Performance of Virtual Town Halls for Veterans Administration Price schedule All quotes shall be sent to Jeffrey S. Fleming Jeffrey.Fleming@va.gov. Award will be based upon a comparative evaluation of quotes in accordance with the Simplified Acquisition Procedures of FAR 13. Comparative evaluation is the side by side pairwise comparison of quotes based on factors resulting in a Contracting Officer decision for the quote most favorable to the Government. The following are the decision factors: The award will be made to the response most advantageous to the Government. Responses should contain your best terms, conditions. To facilitate the award process, all quotes must include a statement regarding the terms and conditions herein as follows: "The terms and conditions in the solicitation are acceptable to be included in the award document without modification, deletion, or addition." OR "The terms and conditions in the solicitation are acceptable to be included in the award document with the exception, deletion, or addition of the following:" Quoters shall list exception(s) and rationale for the exception(s), if any. Questions will be answered up to 07/08/2025 at 13:00 Hrs. EDT. No questions will be answered after this time and date. Questions to be emailed to Jeffery.Fleming@va.gov. Submission of your response shall be received not later than: 07/11/2025 at 13:00hrs EDT. Late submissions shall be treated in accordance with the solicitation provision at FAR 52.212-1(f). Any questions or concerns regarding this solicitation should be forwarded in writing via e-mail to the Point of Contact listed below. Point of Contact Jeffrey S. Fleming Jeffrey.Fleming@va.gov