36C25620Q1324 – Sources Sought – S216–564-21-1-110-0001 New Messaging and Music Services 36C256-20-AP-4818

Sep 23, 2020 | Sources Sought

This is a REQUEST FOR INFORMATION notice for market research purposes only to determine the availability of qualified business sources capable of providing the full range of services described below. Responses should be provided via email to Sherry.Atkinson2@va.gov no later than 11:00am central standard time on September 25, 2020. Responses will be used to determine the appropriate acquisition strategy for a potential future acquisition. Respondents will not be notified of the results of the market research.


A. GENERAL INFORMATION Callout box text here. Drag on the yellow diamond to move the pointer on this box.

Contract Title: Music and Messaging Services for the Veteran Administration Health Care System of the Ozarks (VHSO) and Community Based Outpatient Clinics (CBOCs).
Background:  On hold messaging/announcements/music is a vital telephone service. Studies have found that 80% of callers with silence on hold hang up within one minute. In their survey, CNN noted that without music or messages, 70% of callers on hold will hang up and 35% will not call back. The North American Telecommunications Association reported callers with silence on hold will abandon their calls in less than one minute, and 90% hang up within 40 seconds. Callers listening to information while on hold will remain on the line for up to three minutes longer.

Scope of Work:  This project requires the Contractor to provide on hold messaging and music services to the callers while they are waiting to be transferred to appropriate personnel. The Contractor shall provide all resources necessary to accomplish the deliverable describes in the specific tasks of this statement of work (SOW), except as may otherwise be specified.

Objectives:  The Objective of this service is to maintain the interest of the Veterans. Maintaining their interest will keep them on the line until they reach their desired department.

Specific Task : Contractor shall provide VHSO with messaging and music services for on-hold messaging service. Service will be informational in nature and will be heard over the phone system when any caller is placed on hold at any location of listed under place of performance. Various resources such as script copy, music recordings and voice talent resources shall be made available to produce the material used during the playback of this service. If material used to provide this service is licensed and/or copyrighted material, any such licensing will be covered in the fees for this service. Scripts shall be provided by the staff of VHSO or developed through the contractor. Any proprietary equipment will be installed by contractor and technical support for the equipment will be provided by contractor. Contractor will update messaging/announcements as needed by VHSO.

5. Place of Performance:

Veterans Health Care System of the Ozarks (VHSO)
Main Campus
1100 College Avenue
Fayetteville AR 72703

VHSO Business Offices; Audio Clinic & Contracting
180 E. Sunbridge
Fayetteville, AR 72703

Fort Smith Community Based Outpatient Clinic (CBOC)
1500 Dodson Ave
Fort Smith AR 72917

Harrison Community Based Outpatient Clinic (CBOC)
814 US HWY 62-65 NORTH SUITE 8
Harrison AR 72601-2149

Ozark Community Based Outpatient Clinic (CBOC)
2713 West Commercial Street
Ozark AR 72949-3409

Branson Community Based Outpatient Clinic (CBOC)
5571 North Gretna Road
Branson MO 65616

Joplin Community Based Outpatient Clinic (CBOC)
3015 South Connecticut Ave.
Joplin MO 64804-3035

Jay Community Based Outpatient Clinic (CBOC)
1569 North Main Street
Jay OK 74346-2903

Gene Taylor Springfield Outpatient Clinic (CBOC)
1850 West Republic Road
Springfield, MO 65807-5730

Period of Performance: 

Base plus four (4) one-year options.

Type of Contract:  This is a firm fixed price contract. 

B.  CHANGES TO REQUIREMENT: Any changes to this solicitation or the Contract shall be approved through written correspondence from the Contracting Officer. 
C.  TRAVEL: There is no travel associated with this contract.
The contractor employees shall not have access to VA sensitive or computer information and will not require routine access to VA Facilities. The contractor employees shall require intermittent access only and will be escorted by VA employees while at VA Facilities. No background investigation is required. The delivery of services specified in the SOW will not require the connection of contractor-owned devices to a VA internal trusted network. C&A requirements do not apply; a Security Accreditation Package is not required. The Contractor and their personnel shall follow all VA policies, standard operating procedures, applicable laws and regulations while on VA property. Violations of VA regulations and policies may result in citation and disciplinary measures for persons violating the law.
Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI).
No government-furnished equipment (GFE) or information will be provided to contractor.

As stated in the Quality Assurance Surveillance Plan (QASP), the Government shall evaluate the Contractor’s performance under this agreement. For those tasks listed in the QASP, the COR shall follow the methods of surveillance specified in this agreement. The Government shall record all surveillance observations. When an observation indicates defective performance, the COR shall forward the observation to the Contractor manager or alternate(s), who shall initial the observation. The initialing of the observation does not necessarily constitute concurrence with the observation, only acknowledgment that he or she has been made aware of the defective performance. Government surveillance of tasks not listed in the QASP or by methods other than those listed in the QASP may occur during the performance period of this agreement. Such surveillance shall be done according to standard inspection procedures or other agreement provisions. Any action taken by the contracting officer as a result of surveillance shall be in accordance with the terms of this agreement. Note the exercising of the option periods are based on the QASP evaluation.
 The Contractor shall ensure that services provided to the Government under this agreement comply with all applicable laws, statutes, regulations, and guidelines that govern the operation of systems by the Government. The Contractor shall also ensure that all services provided to the Government under this agreement comply with all Government mandated procedures, standards, and requirements.
As the Government develops and implements new or modified policies and procedures either to comply with internal agency rules and procedures or to comply with applicable rules, regulations, statutes, or other binding obligations (“Additional Compliance Terms”), the Government reserves the right to incorporate such Additional Compliance Terms into this Agreement. The Contractor hereby acknowledges and agrees that such Additional Compliance Terms shall become part of this agreement. The Government shall provide the Contractor with prior written notice regarding the date by which the Contractor shall comply with each set of Additional Compliance Terms (“Compliance Date”). Failure to comply with the Additional Compliance Terms prior to the Compliance Date shall be cause for the Government to immediately terminate this agreement. In the event that the Government terminates this agreement because of the Contractor’s failure to comply with Additional Compliance Terms by the Compliance Date, the Contractor shall be liable for such reasonable costs as may be associated with the Government s efforts to procure a replacement Contractor and associated systems and services.

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