R499--After Hours Call Center

The Department of Veterans Affairs through its Network Contracting Office 10 is soliciting services under contract R499--After Hours Call Center to provide after-hours telephone support for the Richard L. Roudebush VA Medical Center’s Healthcare Technology Management Service in Indianapolis, Indiana. The acquisition, issued via Standard Form 1449 under NAICS code 561421, is structured as a firm fixed-price contract under FAR Part 12 for commercial services, with a base performance period from July 1, 2026, through September 30, 2026, and four one-year option periods that may be exercised at the government’s discretion, capping the total contract duration at three years and six months. The core service involves operator call answering for after-hours, emergency, and meeting coverage, with strict performance standards including an average speed to answer within 30 seconds at a 90% acceptable quality level, an abandonment rate under 5%, and an average handle time of 5 minutes. Monthly project management reports must achieve 99% accuracy, and the contractor must implement a Quality Control Plan and comply with Section 508 accessibility standards. The contract includes mandatory clauses such as Service Contract Labor Standards, DEI discrimination prohibitions, and insurance requirements under FAR 28.307-2 and FAR 52.228-5, with supplemental insurance obligations applying. Contractors must comply with VA Directive and Handbook 0710 for background investigations, adhere to NISPOM for security, and enter into a Business Associate Agreement if handling protected health information. Subcontracting is limited and requires certification, and all operations must be based in the United States. Invoices must be submitted monthly in arrears by the 20th business day of the following month using VA’s EIPPS system or X12 EDI format, with specific formatting requirements per FAR 32.905 and FAR 52.212-4(g), including TIN, contract number, line item, service description, quantity, unit price, and date range of performance. Payment is contingent on meeting performance metrics, and failure to meet standards may result in non-payment commensurate with unfulfilled services. The government will monitor performance through a Quality Assurance Surveillance Plan involving random, periodic, and 100% documentation reviews by the COTR/COR, with customer complaints used as a performance indicator. Proposals are