R426--ME | Telephone Operating Services l KCVA | Tentative Dates: 10/1/2026 - 9/30/2031

Page 1 of Page 1 of Sources Sought Notice | Telephone Operating Services for the Kansas City VAMC Kansas City VAMC, 4801 East Linwood Boulevard, Kansas City, MO 64128-2226 This Sources Sought Notice is for planning purposes only and shall not be considered as an invitation for bid, request for quotation, request for proposal, or as an obligation on the part of the Government to acquire any products or services. Your response to this Sources Sought Notice will be treated as information only. No entitlement to payment of direct or indirect costs or charges by the Government will arise as a result of contractor submission of responses to this announcement or the Government use of such information. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated, or received for this effort. The information provided may be used by the Department of Veterans Affairs in developing its acquisition approach, statement of work/statement of objectives and performance specifications. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. The Government does not intend to award a contract on the basis of this Sources Sought Notice or to otherwise pay for the information submitted in response to this Sources Sought Notice. The purpose of this sources sought announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service-Disabled Veteran Owned Small Businesses, Veteran Owned Small Businesses, 8(a), HUBZone and other Small Businesses interested and capable of providing the services described below. The Department of Veterans Affairs, Network Contracting Office (NCO) 15 located at 3450 South 4th Street, Leavenworth, KS, 66048-5055 is seeking a potential qualified contractor to provide a base year plus four (4) option years contract for Telephone Operating Services for the Kansas City VAMC in support of the Kansas City VAMC, 4801 East Linwood Boulevard, Kansas City, MO 64128-2226. The NAICS code for this service is 561421 (Telephone Answering Services), with a business size standard of $19.0 Million. Documentation of technical expertise must be presented in sufficient detail for the Government to determine that your company possesses the necessary functional area expertise and experience to compete for this acquisition. Responses to this notice shall include the following: (a) company name (b) address (c) point of contact (d) phone, fax, and email (e) Unique Entity Identification Number (UEI) (f) Cage Code (g) Tax ID Number (h) Type of small business, e.g. Services Disabled Veteran Owned small Business, Veteran-owned small business, 8(a), HUBZone, Women Owned Small Business, Small disadvantaged business, or Small Business HUBZone business and (i) must provide a capability statement that addresses the organizations qualifications and ability to perform as a contractor for the work described below. Important information: The Government is not obligated to, nor will it pay for or reimburse any costs associated with responding to this sources sought synopsis request. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. Currently a total set-aside for Service-Disabled Veteran Owned Small Businesses (SDVOSBs) and Veteran Owned Small Businesses (VOSBs) are being sought based on the Veterans Administration requirement with Public Law 109-461, Vets First Contracting Program. However, if response by SDVOSB or VOSB firms proves inadequate, an alternate set-aside or full and open competitive solicitation may result. Notice to potential offerors: All offerors who provide goods or services to the United States Federal Government must be registered in the System for Award Management (SAM) located on the web at www.sam.gov. Additionally, all Service-Disabled Veteran Owned Businesses or Veteran Owned Businesses who respond to a solicitation on this project must be registered with the Department of Veterans Affairs Center for Small Business Association (SBA) Registry located at https://certifications.sba.gov/. All interested Offerors shall submit a Capabilities Statement and SAM UEI by e-mail referencing 36C25526Q0569 _Telephone Operating Services for the Kansas City VAMC_SS in the subject line to Aubrey.Visocsky@va.gov. All information submissions should be received no later than 3:00 pm Central on August 4, 2026. After review of the responses to this announcement, the Government intends to proceed with the acquisition and a subsequent solicitation will be published. Performance Work Statement (PWS) 1.0 GENERAL 1.1 Scope The Department of Veterans Affairs (VA), Kansas City VA Medical Center (KCVAMC), requires 24 hours per day, 7 days per week Telephone Operator Services in support of KCVAMC and all associated sites. Under this Performance Work Statement (PWS), the Contractor shall provide all personnel, supervision, management, and other resources necessary to perform on site telephone operator and telecommunications support services as described herein. 1.2 Background KCVAMC operates a centralized telephone and communications center responsible for processing internal and external calls, routing inquiries, and supporting emergency communications (e.g., alarms, codes, disasters). The current system environment includes, but is not limited to, Cisco Finesse and Cisco Jabber, attendant consoles, paging systems, and related telecommunications equipment. 1.3 Contract Information (Placeholders) Contract Number: To Be Determined Order Number (if applicable): To Be Determined Period of Performance (POP): To Be Determined Place of Performance: Kansas City VA Medical Center, Kansas City, Missouri, and associated sites. Contract Type: Firm Fixed Price CLIN Structure (Services): CLIN Description Unit Est. Qty Unit Price Amount 0001 Base Year Telephone Operator Svcs HR $_ $_ 0002 Option Year 1 Telephone Operator HR $_ $_ 0003 Option Year 2 Telephone Operator HR $_ $_ 0004 Other Direct Costs (if applicable) LOT $_ $_ (Adjust CLINs/units to match your acquisition strategy.) 2.0 APPLICABLE DOCUMENTS The Contractor shall comply with all applicable federal, VA, and local regulations and policies, including but not limited to: Health Insurance Portability and Accountability Act (HIPAA). Occupational Safety and Health Administration (OSHA) standards. Immigration and Nationality Act of 1952, as amended, and associated regulations, including E Verify requirements under Executive Order 12989. VA and VHA information security, privacy, and confidentiality policies (including VA-specific training requirements). 3.0 DEFINITIONS AND ACRONYMS 3.1 Definitions Contracting Officer (CO). The Government official authorized to enter into, administer, and terminate contracts, and make related determinations and findings. Contracting Officer s Representative (COR). The Government official designated in writing by the CO to monitor technical performance and act as primary technical liaison. Point of Contact (POC). The medical center representative responsible for coordinating with the Contractor and reporting performance issues to the CO. Protected Health Information (PHI). Individually identifiable health information protected under HIPAA and VA privacy rules. 3.2 Acronyms CO Contracting Officer COR Contracting Officer s Representative CPARS Contractor Performance Assessment Reporting System HIPAA Health Insurance Portability and Accountability Act POP Period of Performance PWS Performance Work Statement QASP Quality Assurance Surveillance Plan VA Department of Veterans Affairs VHA Veterans Health Administration 4.0 PERFORMANCE REQUIREMENTS 4.1 General Requirements 4.1.1 The Contractor shall provide comprehensive telephone and telecommunications support, including operation of office machines, alarm monitoring, and message delivery, to support KCVAMC and associated sites. 4.1.2 The Contractor shall manage day to day performance (scope, schedule, staffing) and coordinate actions from initiation through closure, including tasking, tracking, and collaboration with Government activities. 4.1.3 The Contractor shall ensure personnel are proficient with Microsoft Outlook, Excel, and Word and other computer programs, as required to perform logging, tracking, and reporting activities. 4.2 Performance Standards Call Handling The Contractor shall meet the following minimum service levels: Average Speed of Answer (ASA): 10 seconds or less for all incoming calls. Maximum Ring Duration: No individual call shall ring longer than 30 seconds before being answered. Average Abandonment Rate: Less than 5 percent. (These performance…