R426--VACCHCS Switchboard Operators

This contract is for non-personnel switchboard services to support the VA Central California Health Care System in Fresno, California, and is set aside exclusively for Service-Disabled Veteran-Owned Small Businesses under NAICS Code 561421. The contract spans a base year from October 1, 2026, through September 30, 2027, with four option years extending through September 30, 2031, and requires 24/7/365 operation including all federal holidays. Contractors must operate Cisco 8841 consoles with 7915 sidecars, manage call queues via Cisco Agent Desktop, and handle paging through the Lynx system, while also managing fax, radio, visual, and pocket paging systems. All incoming commercial and Federal Telecommunication Systems (FTS) calls must be answered and routed efficiently, with immediate response protocols established for emergency events including bomb threats, fires, and codes, following documented procedures. Contractors are required to maintain daily logs of messages using the Phone Message Manager, report trouble calls and moves, adds, and changes (MACS), and submit continuity and volume management plans to handle staffing outages or surges exceeding 20% of normal call volume. Contract personnel must undergo VA-specific orientation and training before beginning work, wear official VA-issued identification badges, and adhere to an office-appropriate dress code. Only pre-approved personnel listed on submitted rosters are permitted on-site, and all must comply with VA Directive and Handbook 0710 for personnel suitability and security, including background checks. The contractor is subject to Federal and VA information security standards, including compliance with VAAR 852.204-71(d), FAR 839.201, FAR 852.273-75, and FAR 852.211-76, which mandate protection of sensitive personal information and impose liquidated damages for data breaches. A signed Business Associate Agreement is required due to access to protected health information, and IT resources are subject to scheduled or unscheduled security audits. Physical delivery of materials requires tamper-evident packaging, chain-of-custody documentation, and encryption, with U.S. registered mail as the preferred transportation method. Invoices must be electronically submitted through the VA’s designated vendor Tungsten Network, and all equipment inventories will be jointly verified between VA and the contractor at contract start and closeout. The contractor is