Description
The Department of Veterans Affairs (VA) is seeking vendors to provide Telephone Operator/Switchboard services for three locations: San Francisco Veteran Affairs Health Care System, VA Palo Alto Health Care System, and VA Central California Health Care System. The services include answering and processing incoming calls, operating Cisco Finess System phones, and providing emergency responses. The contract will be a Firm Fixed Price contract, and the period of performance will be from October 1, 2026, to September 30, 2031, with five option years. The contractor will be required to provide all necessary equipment, supplies, management, supervision, personnel, and transportation except as specified as government-furnished. The contractor must also comply with the Service Contract Act and provide workers' compensation, liability insurance, and other benefits to its personnel.
Some key responsibilities of the contractor include:
* Answering and processing incoming calls in a professional and efficient manner
* Operating Cisco Finess System phones and other equipment
* Providing emergency responses to codes, bomb threats, fires, and disasters
* Maintaining a log of telephone equipment malfunctions and reporting them to the Information Resources Management Service
* Providing training to subordinate employees and supervising audits and surveys of telephone instruments and supplies
* Cooperating with the VA in any civil litigation to recover VA information or obtain monetary compensation from a third party
* Complying with the Privacy Act and the Freedom of Information Act
* Storing, transporting, or transmitting VA sensitive information in an encrypted form
* Notifying the VA of any security incidents or data breaches
* Providing credit protection services to affected individuals in the event of a data breach
* Completing mandatory annual training and signing the Rules of Behavior