MODIFICATION
R -- Onsite Telephone Operators - San Diego VA Healthcare System
- Notice Date
- 7/13/2022 1:43:49 PM
- Notice Type
- Solicitation
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- 262-NETWORK CONTRACT OFFICE 22 (36C262) Gilbert AZ 85297 USA
- ZIP Code
- 85297
- Solicitation Number
- 36C26222Q0919
- Response Due
- 7/15/2022 4:00:00 PM
- Archive Date
- 10/13/2022
- Point of Contact
- Tammy Perrine, CONTRACT SPECIALIST
- E-Mail Address
-
tammy.perrine@va.gov
(tammy.perrine@va.gov)
- Awardee
- null
- Description
- STATEMENT OF WORK On-Site Switchboard Telephone Answering Services VA San Diego Healthcare System (VASDHS) Revision: 22 June 2022 Page 2 of 2 SCOPE. The Department of Veterans Affairs (VA) has a requirement for on-site switchboard telephone answering services at the VA San Diego Healthcare System (VASDHS). Specifically, this requirement includes, but is not limited to, the following: receive all incoming calls, answer all emergency calls and alarms, operate audio, radio, and digital paging systems, maintain appropriate records, and conduct necessary training. REFERENCED AND TECHNICAL DOCUMENTATION. The Government will furnish standard publications and forms, as needed, to be used by the Contractor in the performance of this contract. REQUIREMENTS. 3.1 General Requirement. 3.1.1 The Contractor shall provide twenty-four (24) hours of coverage for telephone switchboard services, seven days a week, including all holidays. 3.1.2 The Contractor shall provide administration and management control over its personnel work and provide them with the necessary training for performance of their duties in support of this requirement. 3.1.3 The Contractor shall use M2550 Nortel electronic telephone, provided by the Government, attendant consoles to process incoming and outgoing telephone calls. Contractor personnel shall assist in placing outgoing local and long-distance calls, using the commercial system, to include Sprint, AT&T, MCI, and any other commercial phone service providers as necessary to conduct the daily activity at VASDHS. All calls will be recorded by the Government for quality assurance to ensure they are completed in a timely, courteous, and efficient manner. Abandonment rate and average speed to answer are monitored with Cisco Finesse or Jabber software. 3.1. 4 The Contractor shall use the public address system, radio paging, and Motorola two-way radio systems to relay messages, make announcements, and implement various procedures as dictated by the Telecommunications Directives in place at the hospital. 3.1.5 The Contractor shall keep and maintain a computerized file of all inpatients which is accessed by using equipment supplied by the VASDHS. Supporting rosters of patients and VASDHS s employees are available as locator information sources as well. 3.1.6 The Contractor shall not alter the established services, functions, programs staffing patterns, and hours and days of operation without prior written approval of the Contracting Officer (CO). 3.1.7 All references to locations of rooms, building, or functions are for informational purposes only. Such references do not necessarily indicate functional designations or locations, which may affect this contract, and which may require permanent changes in staffing requirements, and/or revenues. The Contractor shall communicate and coordinate with the COR on all matters pertaining to administration of the contract. Only the CO is authorized to make commitments or issue revisions, modifications, and authorize changes that will affect price, quantity, or quality of the resulting contract. 3.2 Contractor Personnel. 3.2.1 The selection, assignment, reassignment, transfer, supervision, management, and control of Contractor personnel in the performance of this contract shall be the responsibility and prerogative of the Contractor. 3.2.2 The Contractor shall comply with the general intent and specific policies set forth in this contract concerning conduct of personnel as referenced herein. The Contractor shall remove from the performance on the contract, any person who is identified a potential threat to the health, safety, security, general well-being, or operational mission of the activity and its population. 3.2.3 The Contractor shall not employ any person who is an employee of the United States Government if the employment of that person would create a conflict of interest. 3.2.4 The Contractor personnel shall wear the VA-provided identification badges, which shall include employee s name and company name, throughout their tour of duty. 3.2.5 The Contractor personnel shall adhere to the drinking and eating designated areas as indicated by the COR. 3.2.6 The Contractor personnel shall not smoke in the building, but designated smoking areas will be identified by the Contractor s Program Manager and/or the COR. 3.2.7 The Contractor shall provide to the COR a current written personnel roster of all regular and alternate personnel quarterly. The personnel roster shall include the primary PM and his/her alternate(s). Contractor personnel not listed shall not be allowed to work at VASDHS. 3.2.8 The Contractor shall assume full responsibility for the protection of its personnel furnishing services under the resulting contract. To carry out this responsibility, the Contractor shall provide the following to the personnel: 1) Worker s compensation 2) Professional liability insurance 3) Health examinations 4) Income tax withholdings 5) Social Security withholdings Payment for any leave, including sick leave or vacation time, is considered to be the sole responsibility of the Contractor. The Contractor shall comply with all existing local, state, federal and/or union laws, regulations relevant to fringe benefits, and premium pay for their personnel. Such personnel shall not be considered VASDHS employees for any purpose and shall be considered personnel of the Contractor. There is no employer-employee relationship between the VA and the Contractor or the Contractor s personnel. 3.3 Program Manager (PM). 3.3.1 The Contractor s PM shall have at least two years telephone operating experience, of which one year involved substantial responsibility for placing a variety of special calls (e.g., conference calls, collect calls, appointment calls) over varied circuits or routings or performing information operator work which required a knowledge of organization. 3.3.2 The Contractor s PM shall have one or more year of experience in the supervision, organization, and training of staff. The Project Manager must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service. 3.3.3 The Contractor shall provide supervision and training to its personnel. The PM shall not allow new personnel to perform duties alone until he/she has received at least two full weeks, equivalent to (2) 7-days a week, On-The-Job Training (OJT) on each tour of duty. 3.3.4 The PM shall be available via telephone during regular working hours and after regular working hours for any problems, which may occur. The PM shall respond within one (1) hour after receipt of a call. 3.3.5 The Contractor shall notify the COR when the PM plans to be absent for more than one 8-hour shift. The Contractor shall provide the notification via email and include the information for the employee covering for the PM during his/her absence. The employee covering for the PM shall be fully qualified to assume the PM duties as prescribed in this contract. 3.4 Switchboard Operators. 3.4.1 The Contractor s switchboard operators shall be able to assume the responsibility for placing a variety of special long-distance calls (e.g., conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires a knowledge of the organizational units and major functions of a large multi-division organization. 3.4.2 The Contractor s switchboard operators shall have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work conditions. 3.4.3 The Contractor s switchboard operators shall answer calls within five (5) rings. The switchboard operators shall query the caller in detail to determine the nature of the inquiry and connect the call to the appropriate extension. 3.4.4 The Contractor s switchboard operators shall screen calls only to the extent necessary to ensure caller satisfaction. 3.4.5 The Contractor s switchboard operators shall process all calls in a most courteous and professional manner, giving a favorable impression of the Department of Veterans Affairs at all times, assuring compliance of Federal and VA Medical Center policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. 3.4.6 The Contractor s switchboard operators shall accept collect calls only in the event of an emergency. 3.4.7 During the day tour, the calls shall be forwarded to the area requested. During all other tours (weekends and holidays), the calls shall be forwarded to the area requested if available or questions can be referred to the Administrative Officer of the Day (AOD) if needed. 3.4.8 The Contractor s switchboard operators shall provide general information, e.g., visiting hours and other information requested. 3.5 Training Requirements. 3.5.1 The Contractor personnel shall not be assigned to commence work under the contract until the Contractor provides them with orientation and the necessary training to perform the requirements in accordance with this SOW. 3.5.2 The Contractor personnel shall participate in the Government s orientation to the Contractor which consists of: (a) one-day general orientation to familiarize them with the different services in the medical center, and (b) one hour orientation to familiarize Contractor personnel with the attendant s Console. The VASDHS personnel will be available to answer questions following general orientation. At the end of the first and second weeks of the phase-in period, the COR will be available, as scheduled in advance, to meet with the PM to discuss problems encountered and offer assistance and recommendations for the solution of such problems. 3.5.3 The VA will provide a training to familiarize the Contractor s personnel on the policies and procedures on the first scheduled duty day or within a period acceptable to the VA. The Contractor shall ensure that all Contractor personnel attend, participate and complete all VA mandatory training that is required to include but not limited to VA Handbook 6500.6 Appendix C Paragraph 9. The Contractor personnel and subcontractor(s) requiring access to VA information and VA information systems shall complete the following, before being granted access to VA information and its systems: (a) Sign and acknowledge (either manual or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix E relating to access to VA information and information systems; (b) Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training; (c) Successfully complete the appropriate VA privacy training and annually complete required privacy training; and (d) Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access as defined by the VA program office. The Contractor shall provide to the CO and/or the COR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee within one (1) week of the initiation of the Contract and annually thereafter, as required. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and certifications are complete. 4.0 OTHER SPECIFIC INFORMATION: 4.1 Patient Locator Information. Contractor shall be provided a daily listing to respond to calls requesting inpatient location information. 4.2 Employee Locator Calls. Switchboard operators shall use the Medical Center Directory to complete calls to Government employees. Under no circumstances shall operators take personal messages for Government employees. 4.3 Parties requesting verification of employment shall be transferred to Human Resources Management Service (HRMS) between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday. 4.4 Calls for specific wards. Psychiatry Service Wards: Calls for patients on Psychiatric Wards, as identified by the operator, shall be connected to the main ward number. In accordance with the Privacy Act of 1974, the caller shall not be informed of what type of ward the patient is in. 4.5 Handling switchboard operators assisted calls. Government employees within the hospital requesting directory assistance shall be referred to the hospital directory. In the rare instance that the calling employee does not have access to a directory, the switchboard operators shall assist in giving the employee the information requested. The switchboard operators shall record all foreign/international calls in the Long-Distance Log, including the name of employee, time, number called, and Service. Switchboard operators are not authorized to place personal calls for Government employees, visitors, or patients. Switchboard operators shall assist patients calling from lobby areas of the hospital who need a taxi for transportation. Switchboard operators shall also assist ward patients if they need help using their credit cards to make long distance calls. Switchboard operators are not authorized to place external call requests received from restricted phones in the hospital, or local (dial 9) calls for VAMC staff. Visitors and Government employees shall be advised to use public telephone facilities located on each floor for placing personal and credit card calls. Additional Special Procedures. It must be noted that Standard Operations Procedures, emergency procedures, and VA Directives are constantly being added, changed, or rewritten. The included articles should in no way be considered the totality of procedures that need to be followed by the Contractor. As new procedures are implemented, the COR will give the PM copies and instructions to pass on to the switchboard operators to aid performance of their duties. 4.7 Facilities. Facilities have been inspected for compliance with the Occupations Safety and Health Act (OSHA). No hazards have been identified in the work areas that shall be utilized. The fact that no hazards have been identified by the Government does not relieve the Contractor from responsibility to identify potential hazards for non-sighted persons. Compliance with the OSHA and other applicable laws and regulations for the protection of contractor personnel are exclusively the obligation of the contractor, and the Government will assume no liability or responsibility of the Contractor s compliance or noncompliance with such responsibilities, with the following exception: If OSHA hazards are found in the Government-furnished facility, the Government will develop and approve plans of abatement, taking into account safety and health priorities. Prior to any modification of the facilities performed by the Contractor, the Contractor must notify the CO and provide documentation describing in detail the modification requested. No alterations to the facilities shall be made without specific written permission from the CO; however, in the case of alterations necessary for OSHA compliance, such permission shall not be unreasonably withheld. The Contractor shall return the facility to the Government in the same condition as received, fair wear and tear and approved modifications excepted. These facilities shall be used for performance of this contract only. 5.0 GOVERNMENT FURNISHED EQUIPMENT/INFORMATION/MATERIAL (GFP/GFI/GFM): 5.1 GFP/GFI/GFM furnished during the life of the contract remain the property of the Government, and if removed from the spaces of the VASDHS, shall be returned upon completion of the tasking unless otherwise specified by the COR. 5.2 Equipment Inventory. 5.2.1 Not later than five (5) days prior to start of the basic contract period, the Contractor and a Government representative shall conduct a joint inventory of all Government furnished equipment, and the Contractor shall provide receipt for all equipment issued by the Government. The Contractor and a Government representative shall jointly determine the work order and condition of all equipment. Items of equipment missing or not in working order shall be recorded. 5.2.2 The Government will replace missing items and repair all items not in working order, the CO will direct the Contractor to replace the missing item(s) or accomplish the repair and the Contractor will be reimbursed. The Government representative will provide disposal instructions for items beyond repair. The Contractor and the Government representative shall certify their agreement as to the working order of the equipment. If the Contractor does not participate in the inventory, the Contractor shall accept, as accurate, the listing and stated condition of equipment provided by the Government. If the Contractor participated in the inventory but does not agree with the Government representative s determination of the working order of the equipment, the Government and the Contractor shall utilize the Disputes clause of this contract. Obtaining Additional Equipment or Replacement Equipment. The Contractor shall submit request for additional or replacement Government furnished equipment required in the performance of the contract. The Contractor shall submit such requests through the COR for approval and any appropriate contract modifications. Upon approval and submission of funding documents, procurement will be initiated by the Acquisition Activity. Equipment Accountability. All equipment in need of repairs or maintenance shall be repaired or maintained by the Contractor within thirty (30) days of discovery, but before the joint inventory is made. All repairs or maintenance not performed by the Contractor shall be made at the Government s option and at the Contractor s expense. In the case of damaged property, the amount of compensation due to the Government by the Contractor shall be the actual cost of repair, provided such amount does not exceed the economical repair value. 5.5 Telephone Service. Telephone service will be provided by VASDHS for conducting VA business only. SECURITY. Building Security. The Government will provide the Contractor with keys to allow access to rooms/spaces, in order to perform the work under this contract. The Contractor and COR shall periodically perform an inventory of all keys assigned to the Contractor (at least every three months and at the end of the contract period). Any expenses incurred for lost keys or replacement door locks, as a result of Contractor personnel negligence, shall be assessed to the Contractor. The Contractor shall notify the COR of any lost or suspected lost key(s) within twenty-four (24) hours. It is the responsibility of the Contractor to prohibit the use of keys issued by the Government by any persons other than the Contractor personnel. Conservation Of Utilities. Mechanical equipment controls for heating, ventilation, and air conditioning systems may be adjusted by contractor personnel in the switchboard area for personal comfort. Water faucets shall be turned off after use. Safety and Fire Prevention. The Chief, Engineering Service is the designated VA Safety Officer for this contract and is responsible for the enforcement of all safety regulations as they apply to the safety of VA and Contractor personnel, visitors, and patients. Violations will be submitted to the Contractor for immediate corrective action. If corrective action is not instituted promptly, a copy of the COR s report will be forwarded to the Department of Labor. These inspections do not relieve the Contractor from compliance of safety regulations. In the performance of this contract, the Contractor shall take such safety precautions as necessary to protect the lives and health of occupants in the building. Prior to Contractor occupancy, a joint inspection by the VA and the Contractor shall be made and documented. The Contractor shall not be held responsible for deficiencies, which predate occupancy of the area and are documented in the inspection. The CO may hold the Contractor responsible for future deficiencies. The Contractor shall comply with the Federal, State and Local safety and fire regulations and codes as required. Contractor Personnel Security Requirements. 6.4.1 The Office of Security and Law Enforcement provides Department-wide policy on the assignment of appropriate position sensitivity designations associated with Department of Veterans Affairs positions involving national security and public trust responsibilities, and on the level of background investigations required for applicants for, and incumbents of, those positions. IAW VA 0710 Handbook, appointees and Contractor personnel appointed to Low/Moderate/High Risk positions must be subjects of a background investigation conducted by OPM and receive a favorable adjudication from the VA Office of Security and Law Enforcement to ensure compliance with such policy. Should the contract require Contractor personnel to maintain U.S. citizenship, the Contractor shall be responsible for compliance. Regardless of U.S. citizenship requirements, Contractor personnel are required to read, write, speak, and understand the English language, unless otherwise specified in this contract or agreed to by the Government. The cost for such investigations shall be borne by the Contractor, either in advance or as reimbursement to the Government. The level of sensitivity shall be determined by the Government on the basis of the type of access required. The level of sensitivity will determine the depth of the investigation and the cost thereof. At this time, the current estimated costs for such investigations are as follows: LEVEL OF SENSITIVITY BACKGROUND INVESTIGATION LEVEL APPROXIMATE COST Low Risk National Agency Check with Written Inquiries $ 231.00 Moderate Risk Minimum Background Investigation $ 825.00 High Risk Background Investigation $ 3,465.00 The Contractor shall be required to furnish all applicable employee information required to conduct the investigation, such as, but not limited to, the name, address, and social security number of the Contractor s personnel within 10 days of contract award. The VA will provide all the necessary instructions and guidance for submission of the documents required to conduct the background investigation. Background investigations shall not be required for Contractor personnel assigned to Low Risk/Non-sensitive positions for 180 days or less under a single contract or series of contracts. However, a Security Access Clearance (SAC) background screening will be required for appropriate preliminary checks IAW VA Directive 0710. Security Incident Investigation. The term security incident means an event that has, or could have, resulted in unauthorized access to, loss, or damage to VA assets or sensitive information, or an action that breaches VA security procedures. The Contractor/Subcontractor shall immediately notify the COR and simultaneously, the designated Information Security Officer (ISO) and Privacy Officer for the Contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the Contractor/Subcontractor has access. To the extent known by the Contractor/Subcontractor, the Contractor/ Subcontractor s notice to VA shall identify the information involved, the circumstances surrounding the incident (including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the Contractor/Subcontractor considers relevant. In instances of theft or break-in or other criminal activity, the Contractor/Subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA Office of Inspector General (OIG) and Security and Law Enforcement. The Contractor, its personnel, and its subcontractor(s) shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The Contractor/Subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident. 7.0 PLACE OF PERFORMANCE 7.1 The place of performance of this contact is at VASDHS located at 3350 La Jolla Village Dr., San Diego, CA 92161. 7.2 Hours of Operation. Business hours for switchboard operation are 24 hours per day, seven days a week, including all weekends and all holidays and will remain unchanged unless the CO determines otherwise. Business hours for the Program Manager are 40 hours per week Monday Friday: Morning Shift (7:00 a.m. 3:30 p.m.) 3 Operators plus supervisor Overlap Shift (3:00 p.m. 11:30 p.m.) 1 Operator Evening Shift (4:00 p.m. 12:30 a.m.) 1 Operator Midnight Shift (12:00 a.m. 8:30 a.m.) 1 Operator *Lunch - 30 minutes Saturday & Sunday: Saturday - Morning Shift (7:30 a.m. 4:00 p.m.) 2 Operators, Saturday only Evening Shift (3:30 p.m. Midnight) 1 Operator Night Shift (11:30 8:00 a.m.) 1 Operator *Lunch - 30 minutes Sunday - Morning Shift (7:30 a.m. 4:00 p.m.) 1 Operator Evening Shift (3:30 p.m. Midnight) 1 Operator Night Shift (11:30 8:00 a.m.) 1 Operator *Lunch - 30 minutes 8.0 NATIONAL HOLIDAYS. The following is a list of the Federal holidays observed by VASDHS: New Year s Day January 01 Martin Luther King s Birthday Third Monday in January President s Day Third Monday in February Memorial Day Last Monday in May Juneteenth National Independence Day June 19 Independence Day July 04 Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day November 11 Thanksgiving Day Fourth Thursday in November Christmas Day December 25 *When one of the holidays falls on a Sunday, the following Monday will be observed as a national holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a national holiday by U.S. Government Agencies. Also included would be any day specifically declared by the President of the United States of America as a national holiday. **Any overtime and/or holiday pay that may be entitled to the Contractor personnel shall be the sole responsibility of the Contractor and shall not be billed to nor reimbursed by the Government. 9.0 VHA SUPPLEMENTAL CONTRACT REQUIREMENTS FOR COMBATTING COVID19 Contractor employees who work in or travel to VHA locations must comply with the following: Documentation requirements: If fully vaccinated, contractors shall show proof of vaccination. NOTE: Acceptable proof of vaccination includes a signed record of immunization from a health care provider or pharmacy, a copy of the COVID-19 Vaccination Record Card (CDC Form MLS-319813_r, published on September 3, 2020), or a copy of medical records documenting the vaccination. If unvaccinated, contractors shall show negative COVID-19 test results dated within three calendar days prior to desired entry date. Test must be approved by the Food and Drug Administration (FDA) for emergency use or full approval. This includes tests available by a doctor s order or an FDA approved over-the-counter test that includes an affiliated telehealth service. Documentation cited in this section shall be digitally or physically maintained on each contractor employee while in a VA facility and is subject to inspection prior to entry to VA facilities and after entry for spot inspections by Contracting Officer Representatives (CORs) or other hospital personnel. Documentation will not be collected by the VA; contractors shall, at all times, adhere to and ensure compliance with federal laws designed to protect contractor employee health information and personally identifiable information. Contractor employees are subject to daily screening for COVID-19 and may be denied entry to VA facilities if they fail to pass screening protocols. As part of the screening process contractors may be asked screening questions found on the COVID-19 Screening Tool. Check regularly for updates. Contractor employees who work away from VA locations, but who will have direct contact with VA patients shall self-screen utilizing the COVID-19 Screening Tool, in advance, each day that they will have direct patient contact and in accordance with their person or persons who coordinate COVID-19 workplace safety efforts at covered contractor workplaces. Contractors shall, at all times, adhere to and ensure compliance with federal laws designed to protect contractor employee health information and personally identifiable information. Contractor must immediately notify their COR or CO if contract performance is jeopardized due to contractor employees being denied entry into VA Facilities. For indefinite delivery contracts: Contractor agrees to comply with VHA Supplemental Contract Requirements for any task or delivery orders issued prior to this modification when performance has already commenced. 10.0 CONTRACTING OFFICER REPRESENTATIVE (COR). Ms. My Huynh 3350 La Jolla Village Drive San Diego, CA 92161. (858) 642-8585 x4007 my.huynh@va.gov 11.0 PERFORMANCE STANDARDS. 11.1 The Government will monitor the Contractor s performance under this contract using the methods of surveillance specified in the Performance Requirements Summary, Exhibit 1 (see SOW Paragraph 11.4). Performance Evaluation Meetings: The PM shall meet with the COR on a monthly basis. A specific time and place shall be established by the Contractor and the COR for this meeting. 11.3 The issuance of a Contract Discrepancy Report (CDR) may be the cause for scheduling a meeting between the PM, CO, and the COR. A mutual effort shall be made to resolve all problems identified. The Government will prepare written minutes of this meeting. Minutes of this meeting shall be signed by the PM, the CO, and COR. Should the PM not concur with the minutes and action(s) taken at the meeting, he/she shall state in writing to the CO any areas wherein he/she does not occur and explain the reason(s) for non-concurrence. The CO will notify the PM in writing of his final decision. A dispute over the CO s decision will be handled in accordance with the Disputes clause. Performance Requirements Summary, Exhibit 1. ID Performance Standard (PS) Quality Standard Method of Surveillance Incentives/Disincentives PS1 Management and training of its personnel performing under the contract SOW Para 3.0 Contractor shall be able to manage and provide personnel capable to perform the requirements in accordance with the terms and condition of the contract COR direct observation, validated user/customer complaints Incentives: Favorable contactor performance evaluation via CPARS Disincentive: Unfavorable contractor performance evaluation via CPARS Issuance of Contract Deficiency Report (CDR) Repeated violation may result in termination of services PS2 On-site switchboard telephone answering services - Coverage SOW Para 3.1.1 SOW Para 3.3.4 SOW Para 3.3.5 Contractor shall provide twenty-four (24) hours of coverage, seven days a week, including all holidays. Contractor s PM shall be available via telephone and shall provide digital pagers to the contractor personnel serving as switchboard operators during regular working hours and after regular working hours for any problems, which may occur. Contractor s PM shall respond within one (1) hour after receipt of a call. Contractor shall notify the COR when the PM plans to be...
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