Telephone Operator/Switchboard Services - VA Palo Alto Health Care System

The Department of Veterans Affairs is seeking a Service-Disabled Veteran-Owned Small Business (SDVOSB) to provide thirteen full-time telephone operator and switchboard personnel for the VA Palo Alto Health Care System under a Firm Fixed Price contract with a five-year potential performance period, beginning October 1, 2026, and extending through September 30, 2031, inclusive of a base year and four option years. The contractor is responsible for delivering 24/7/365 call handling services, including emergency response, radio and paging system operations, unauthorized call blocking, and maintaining communication directories in strict compliance with VA Directives, federal regulations such as the Privacy Act and Freedom of Information Act, NIST SP 800-16, and local safety protocols. All personnel must undergo rigorous vetting, including Tier 3 or Tier 5 background checks, obtain a PIV card for facility access, complete VA cybersecurity and privacy training, and be listed on an approved roster before performing on-site work. The contractor must also ensure that all services are performed within the United States and comply with subcontracting limitations requiring at least 25% of contract value to be performed by the prime SDVOSB. The evaluation process is trade-off based, prioritizing technical capability—specifically staffing plans, experience, and staff retention—alongside past performance documentation from five prior contracts and price reasonableness, with no award necessarily going to the lowest-priced offer. Proposals must be submitted in three separate PDF volumes covering technical approach, past performance, and pricing, emailed electronically to the designated point of contact by August 10, 2026, with no fax or mail submissions accepted. Invoicing is required through the Tungsten Network using electronic funds transfer, and all personnel must meet VA credentialing standards under VAAR 852.204-72, with immediate removal mandated for any individual deemed unfit. The total estimated value of the contract is approximately $19 million, and the contract includes multiple deviations from standard FAR provisions, particularly in areas of security, personnel credentialing, and socioeconomic compliance, ensuring strict alignment with VA-specific requirements and oversight.