R699--James J. Peters Switchboard Operators Services.

The Department of Veterans Affairs, through its Network Contracting Office 2, has awarded a firm-fixed-price contract under solicitation number 36C24226Q0189 to provide comprehensive switchboard operator services at the James J. Peters VA Medical Center in Bronx, New York. This contract, set aside exclusively for Service-Disabled Veteran-Owned Small Businesses, spans a base period from April 1, 2026, through September 30, 2026, with four optional renewal years extending through September 30, 2030, for a potential total duration of 4.5 years. The estimated value of the contract is $19 million, with services required around the clock, 365 days a year, including federal holidays. The contractor must staff three shifts daily—day, afternoon, and midnight—with a dedicated on-site supervisor overseeing all operations. Personnel must be fully trained inVA-specific procedures, pass mandatory orientation, wear issued identification, and comply with strict security and conduct protocols. All personnel must adhere to the Privacy Act, HIPAA, and VA Directive 0710, with access to information systems restricted to the minimum necessary and governed by NIST safeguarding standards. A Business Associate Agreement mandates strict handling of Protected Health Information, and the contractor is required to implement a Quality Assurance Surveillance Plan that enforces performance standards including call answering within five rings, 95% to 98% accuracy in call routing, and emergency response readiness. Surveillance is conducted through observation, random inspection, and customer feedback. The contract imposes stringent administrative, security, and compliance obligations. The contracting officer, Clifford S. Harrison, retains direct oversight with no assigned COTR or COR. Payment must be processed electronically via EFT through the System for Award Management, with invoices submitted in compliance with VAAR 852.232-72. Contractors must comply with VA-specific subcontracting limitations under Clause 852.219-75, disclose all subcontractors, and submit detailed personnel rosters with alternates for approval. Labor standards are governed by the P07 wage determination, and all employees must be paid in accordance with federal prevailing wage rates. The contractor is required to provide workers’ compensation, general liability, and auto liability insurance. Proposals were evaluated under a trade-off methodology, where price carried overwhelming importance relative to technical capability and past performance. Offerors had to submit four distinct proposal volumes—technical, past