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D--Repair and Maintenance of Telecommunications Repair for VAMC, Mountain Home, TN.

Solicitation Number: VA24911RP0204
Agency: Department of Veterans Affairs
Office: Nashville VAMC
Location: Department of Veterans Affairs Medical Center
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Sources Sought
Added: Apr 21, 2011 3:14 pm
D - Sources Sought. The VAMC, Mountain Home, TN site has a requirement for Repair and Maintenance of Telecommunications Service to be provided ON SITE at VAMC, Mountain Home, TN.

A copy of the specifications are attached. Looking for Disabled veteran owned businesses listed in VETBIZ

approved by SBA as a disabled veteran owned business that can provide these services.

If you have the capabilities to provide these services, please submit two past performance references for this type of service you have recently provided along with along with a list of contracts showing prior experience (what you have done in the past).

NAICS is 811213 size standard of $7.0 million.

Submission date to Contracting Officer by email at or by fax references #VA-249-11-RP-0204 is required by 4/28/2011. NO phone calls will be accepted. Questions Must be by email.

All interested parties will be considered. This is not a request for proposal.

This procurement will require a background investigation for the individual performing services.

Statement of Work

A Contract Telecom Technician is required 40 hours a week for maintenance and repair of analog and digital telephone systems and equipment, at a tertiary-care, Veterans Health Administration, VISN9, Medical Center Hospital. Due to Federal security requirements, a thorough background check of the individual who will occupy this position is essential. Certification of background-check passage for the individual who will fill this position must be provided by the Contracting Company that employs that individual, and must be done at that company's expense. Because this is a Hospital environment, consisting of Out-Patient Clinics, Emergency Room, Urgent Care, Acute In-Patient Care, Nursing Home, and Domiciliary Care, as well as Administrative and Business Office facilities, no lapse of current service levels is acceptable.

The individual Telecom Technician who will occupy this position, must be an individual who is very proficient in the repair and replacement of analog and digital telephones, as well as creating those telephones by programming (or reprogramming) a Fujitsu ® 9600 XL ™ PBX system using Fortran Corporation's ® Siteman, EMMl ™ - Server/Monitor System (V 2.0) for telephone switch management and call accounting. This individual also becomes a System Administrator of the noted PBX as well as the Siteman ™ server, a Fujitsu ® Intellicenter ™ ACD server, a Captaris ® CallXpress ™ Voice Mail server, and a Captaris ® RightFax ™server. This individual will also become user of a Unix (Red Hat ™) PBX integration server, and a workstation on the VAMC's LAN, working as a member of the Telecom/Networking and Customer Service Teams reporting to IRM.

Duties for the Telecom Technician will include repair and replacement of analog and digital telephones, PBX programming, moves, adds, and changes, including associated upkeep of all documentation. This individual performs daily back-ups of all the noted servers, adds new users, changes user configurations for single line (analog) and multi-line (digital) phones, and troubleshoots problems on all of the noted Fujitsu ® PBX, and Intellicenter –ACD systems, the Fortran ® Siteman ™ server, and both Captaris ® Voice Mail™ and Rightfax™ servers.

The Telecom Technician helps maintain the VA campus's physical, cable plant of one carbon-block-protected, Nortel ® Main Distribution Frame (MDF) which uses Bix Blocks, and over one hundred (100) Intermediate Distribution Frames (IDFs) using a mix of 66 and 110 blocks, carbon block- protection, etc. Assigning equipment numbers, extensions, etc., must be done by the Telecom Tech via data entry using the Fortran Corporation ® Siteman ™ EMMI (V 2.0) software (and/or the Fujitsu ® PBX's EMM ™ direct command interface) while physical cross connects at the MDF and IDFs (in one or more buildings) are made manually. The Telecom Technician also moves existing (or pulls and terminates new) work station cabling as required, plus any other duties as assigned.


1. Service: Service shall consist of trouble shooting and diagnosis of problems in the PBX, all noted servers and systems, and repairing or replacing parts as required. Service is also, adding new (or moving existing) equipment while updating, patching, cleaning, oiling, adjusting, calibrating, and documenting, the maintenance of all equipment and work spaces in first class operating condition. If replacement parts for major systems are required, they shall be taken from existing inventory, or ordered using established procedures to send out and receive such refurbished or replacement parts. Said parts must be listed in an up to date inventory spreadsheet, maintained by the Telecom Tech, and able to be accurately reported on, at a moments notice. Service also includes cleaning and minor-repair of analog phones, patient phones, and digital phones not requiring new or replacement parts. In cases where individual telephones need repair or replacement, they must be listed on another up to date inventory spreadsheet maintained by the Telecom Tech. That database is then used to request that phones be sent out for refurbishing, or new ones ordered as part of the IRM budget and procurement processes. Reporting on needs and plans, may also be required on a moments notice.

2. Performance: All trouble shooting, diagnosis, repairs, replacement, or Moves Adds and Changes (MAC) work will commence within 24 hours after receipt of a verbal or telephone message; a written E-Mail (via MS Outlook and/or VISTA's Mailman programs) message; or electronic-work-order notification from this VAMC's Remedy Help Desk system; and will proceed progressively to accomplishment without undue delay. All work shall be performed by competent Telecom technical-maintenance personnel, who are certified as qualified, to work on the noted specific equipment. All work shall be performed in a workmanship like manner, in accordance with good professional and commercial practices.

3. Notification of work to be done: The Veterans Health Administration, VISN9, Medical Center, Mountain Home, TN; uses an on-line helpdesk software package called Remedy. Most notification of work to be done is recorded on numbered "Help Desk Tickets" generated by input into that system by members of the Customer Service Team in IRM. Any verbal requests, via telephone or E-mail messages, must be translated from the messages and entered (by the Telecom Tech) into that same Remedy Help Desk System. If this is not done by the Telecom Tech, then no credit for work is given or received. When those work requests are input, they are assigned to the Telecom/Networking Team for repairs, MACs, or trouble shooting help, etc., for workstations and/or ACD groups; for unified messaging tasks (like Right FAX™ and CallXpress ™ Voice Mail additions or changes); plus other jobs like Directory maintenance. Work orders are completely managed by the Telecom/Networking Team to which the Telephone Tech is assigned. All tickets are reviewed weekly, and routinely reported monthly. Ad hoc reporting may be required at any time. Data entry, by the individual completing the work requested, is required to complete each ticket.

4. Parts for Major Systems: Only new (or refurbished) standard parts, furnished by the Manufacturer, a Distributor of, or a Licensed Systems Integrator of the major telecomm equipment (or systems) which are used to meet (or exceed) the repair specifications of that equipment (or systems); may be used by the personnel from the Contracting Company which holds the Equipment Maintenance Contract for that major equipment, or other individuals, to repair that equipment or systems. All parts shall be manufactured and configured to have full versatility and compatibility with this VAMC's presently installed equipment, firm-wear and software.

4 – a. This Veterans Health Administration, VISN9 facility, has a separate, Major Equipment and Systems maintenance contract. That Contract is used for furnishing parts, upgrades, and major maintenance functions for the PBX, and associated servers. Depending on the part(s), installation may or may not be included. Currently, the Contract Telecom Tech (or other member of the Telecom/Networking Team) installs replacement parts, boards, etc., when possible. This work is routinely performed without additional costs to the VA. Programming costs for upgrades to the PBX or the associated servers, are separately priced, and are performed by that Equipment Maintenance Company's field engineering personnel, at costs under that separate contract, on a case by case basis. The Telecom Tech noted here, may have to interact with technical staff from other organizations and provide access to the systems involved.

4 – b. That same, separate, Major Equipment and Systems-maintenance-contract, also provides for Off Site Technical Support to this VAMC's IRM-Telecom/Networking Team members. When problems arise with the major equipment and systems covered under that contract, as a member of the Telecom/Networking Team, the Telecom Tech will initiate contact with the providers of the services under that contract. That Contract may be, but usually is not, with the Contractor which supplies the individual who acts as the Telecom Tech in this position. Because of this fact, the Telecom Tech must have excellent communications skills and be able to interact with persons in other stake holder organizations.

5. Documentation: The Telecom Tech must be intimately familiar with all of the types of documentation associated with this position. A great deal of documentation is involved with all aspects of the duties of this person, and the individual who performs these duties must be skilled in their uses and requirements.

5 – a. Systems Documentation: This Veterans Health Administration, VISN9 facility, has and maintains a complete (up to date) set of documentation for the Fujitsu ® 9600XL ™ PBX and Intellicenter ™ ACD server, the Fortran Corporation's ® Siteman ™ EMMI server, and both of the Captaris ® CallXpress and RightFAX ™ servers, on site. In addition this VAMC's staff has (and uses) documentation sets for various other software packages (like Veritas - Backup Manager, MS Office, etc.) which reside on, or are used on, servers or workstations used by the Telephone Team to which the Telephone Tech is assigned.

5 – b. Process Documentation: Management at this Veterans Health Administration, VISN9 facility, requires the generation of reports which document the Telecom Team's workload as well as time and effort contributing to the Customer Service Team. That same management, requires that we generate data in formats that are extensively used by others at this VAMC. Those are listed as follows:

VA's Intranet Phonebook: This documentation is exclusive to the VA Medical Center at Mountain Home, TN. It arises immediately and concurrently, with the input of new (or changed) data into the Fortan ® Siteman™ EMMI-Server/Monitor System (V 2.0) console. This web based telephone directory is maintained exclusively, and on a daily basis, by the Telecom Tech and/or other members of the Telecom Team.

Fujitsu 9600 XL PBX's Call Accounting: This documentation is recovered as a set of reports taken from the real-time database of the PBX's internal call accounting database. These reports are also derived from use of that same Fortran ® Siteman ™ EMMI Server/Monitor software. Additionally, ad hoc reports may be required from use of locally developed "database-sniffer-program" which enables export of certain specific analysis of the PBX's call accounting data.

ACD System, RightFAX System, and CallXpress System Reporting: Reports from these systems and their servers are routinely generated by the Telecom Tech, by exporting data from reporting software on those servers. Such reports may be on paper or included in MS Outlook E-mail messages. These may be routine or ad hoc reports about any activity on any (or all) of the servers.

Documentation of the work done: This documentation is the direct result of the Telecom Tech using this VAMC's electronic-work-order ticket information, generated in the local, "Remedy Helpdesk-Software" system.

Documentation of Security Updates: This documentation is the direct result of the Telecom Tech reporting to IRM and VAMC Management about security patches installed to update servers and workstations used by the Telecom Tech.

Documentation of workload, projects completed, hours, etc., required for Payroll: This documentation is solely the responsibility of the Telecom Tech and is required by the company he/she works for to document the time on the job for accounting and payroll purposes.

Station and building drawings: Maintenance of complete, up to date, documentation of locations for all MDF to IDF feeds, and IDF to IDF risers, using copper (or Fiber Optic) cables for telephone support on station is essential. As a member of the Telecom/Networking and Customer Service Teams, the Telecom Technician's duties are critical, and are required to help keep all such drawings up to date at all times. The Telecom Technician must also have intimate knowledge of routes and destinations for the entire cable plant on this entire 254 acre campus. The Telecom Technician is also responsible for recording, and communicating, any changes to the entire cable plant which may made by him/her, or that may come to his/her attention. Communications may be by MS Outlook, telephone conversations, and/or written reports.

Critical nature of Station Documentation: The VA Medical Center at Mountain Home, TN sits on a 103 year old Historic Campus with over 50 historic buildings. All inter-building feed cables must travel in conduit either below ground, or within this VAMC's tunnel systems, because no aerial cabling is allowed. Up to date documentation of all feed cable routes, manholes, hand holes, and entrance facilities are critical. The Telecom Team maintains MS Excel spreadsheets and furnishes data used by IRM for intra-service Visio drawings, and this VAMC's Engineering Design group who provide inter-service documentation of all station cable plants. The Telecom Tech (as a member of the Telecom/Networking Team, may also be required to interface with the inter-Agency teams from East Tennessee State University's Quillen College of Medicine which shares the campus.

At a moments notice, the Telecom Technician may be required by Management, or individuals in other support entities, to respond to trouble calls and advice on where those routes are. Other support entities may be from this VAMC's Engineering Design or Facilities Management Shops, like Grounds Keeping, Electrical Shops, etc., or service personnel who work for Energy Systems Group (ESG), which is a private Contracting Corporation which supplies all Steam, Electricity, Heat and Air systems to this facility campus wide.

6. Data Entry: Data entry is required of the Telecom Technician to facilitate all facets of PBX and server operations, real-time data collection and reporting. Much time is spent on data entry and work load accounting. It is also required to meet the security needs of this VAMC as well as VISN9 objectives, on server administration, updates, security patches, etc. Besides Telephone trouble shooting skills, much of the Telephone Tech's time is spent performing hands-on data entry work and using critical communications skills to ensure timely, and accurate information in all systems, at all times.


1 - Routine Work Hours: The Contractor shall provide a reliable, competent individual, certified in all aspects of this VAMC's equipment, cable plant, servers, and systems, to perform routine work during this VA Medical Center Hospital’s, regular, administrative work hours of 7:45 A.M. through 4:30 P.M. daily, Monday through Friday, excluding National Holidays.

2 – Non-Routine Work Hours: The Contractor shall provide a reliable, competent individual, certified on all aspects of this VAMC's equipment, cable plant, servers, and systems; at any time for intervening calls necessary to perform emergency repairs at an hour or day of the week during the entire period covered by the Contract. Time spent on such repairs will then be deducted from the routine work load hours, so the entire 2080 Hours of annual duties covered by the Contract are not exceeded.

3 – Protection of VAMC Property: The Contractor (or individual worker) shall provide all tools, materials, and equipment necessary to protect him/her-self, and VAMC personnel, furnishings, equipment, and buildings from damage. During routine or emergency work, the Telecom Tech shall move and replace movable items if necessary. He/she shall also replace (or repair) any equipment or furnishings which may be damaged due to work performed under this contract. Such replacement(s) or repair(s) shall restore such equipment or furnishings equal to its/their original configuration, quality and finish.

4 – Insurance: Contractors are required to comply with all applicable Federal and State workers' compensation and occupational disease statutes. If occupational diseases are not compensable under those statutes, they shall be covered under the employer's liability section of the insurance policy, except when contract operations are so commingled with a contractor's commercial operations that it would not be practical to require this coverage.

4 – a. Workman's Compensation: The Contractor must pay workman's compensation coverage as required by all Federal and State statutes.

4 – b. Employer's liability: The Contractor shall provide coverage for Employer's Liability coverage of at least $100,000.00 for each employee under this Contract. This coverage shall be carried, except in States with exclusive or monopolistic funds that do not permit workers' compensation to be written by private carriers.

4 – c. General liability: The contractor is required to maintain bodily injury liability insurance coverage written on the comprehensive form of policy of at least $500,000 per occurrence.

4 – d. Automobile liability: The contractor is required to maintain automobile liability insurance written on the comprehensive form of policy. The policy shall provide for bodily injury and property damage liability covering the operation of all automobiles used in connection with performing the contract. Policies covering automobiles operated in the United States shall provide coverage of at least $200,000 per person and $500,000 per occurrence for bodily injury and $20,000 per occurrence for property damage. The amount of liability coverage on other policies shall be commensurate with any legal requirements of the locality and sufficient to meet normal and customary claims.

4 – e. Cancellation or Change Notice: The Contractor's Insurance Policies shall contain an endorsement, that any cancellation or material change in the coverage, which may adversely affect the Government's interest, shall not be effective unless the insurer or the contractor gives written notice of cancellation or change as required by the contracting officer.

5. There is no employer-employee relationship between the VA and the Contractor, or the Contractor’s employee(s).

6. Typical Environment: This VAMC furnishes one office desk with a PC workstation on its LAN, for the individual Telecom Tech to access to the Remedy helpdesk software, MS Office- Exchange e-mail, and the Internet. The desk and workstation are located in the Telephone Switch Room. In addition, this VAMC provides the Fujitsu ® 9600 XL PBX, and all of the related severs, also on the LAN, and at separate workstations. The servers and PBX are also located in the switch room. In addition, the VA will supply a VISN9 Contracting officer to oversee the contract covered in this specification.

7. Special qualifications and License Requirements: The incumbent Telecom Tech has passed and holds a Current Background Check, plus Commercial Communications and Electrical licenses.

8. Equipment Listing

1. Copper Cables Pairs 5850 campus wide.

2. 100 IDF Com closets

3. Approximately 3500 triplex drops each consisting of 3, 8 pr UTP cables.

4. Approximately 1500 MAC and maintenance tickets per year.

5. Fujitsu 9600XL PBX with Unix ® Red Cap ™ PBX integration server

6. PHONE TYPES Subtotal

a. ACDP 4

b. ESE 2

c. FT12DS 432

d. FT24DS 9

e. Listings 1250

f. MODEM 6

g. OPS 2

h. SLT 1641

i. VIRTUAL 476

Total: 3822

7. Gordon-Kapes emergency key system with 12 lines and 28 users.

8. CAPTARIS ® Call express Voice mail server with approximately 680 voice mail boxes, call processor boxes, and 32 voice mail ports. The server is networked to provide unified messaging.

9. CAPTARIS ® RightFax server capable of supplying 850 fax users. Currently it supplies about 100 users with 6 Fax dedicated lines from our PBX and 2 DID trunks from the LEC.

10. Fujitsu ® Intellicenter ™ ACD server, 50 agent licenses, currently we are running 4 ACD Groups.

11. Fortran Corporation's maintenance server and console using Site Man ™ PBX Management and Call Accounting Software, plus Veritas ® back up management software and a web based telephone directory.

12. All PBX Servers are networked together via station's LAN.

13. 3 Valcom paging systems.

14. MeetMe Conference Bridge.

Security Requirements:

15. In order for the contracting officer to request a background investigation the following information must be submitted for each employee upon any contract award.

a. Name of employee:

b. Home Address

c. Home Phone Number

d. Contractor name and address

e. email of contractor and fax number

f. contract number

g. email of employee

h. Place of Birth


a. Contractor(s) shall insure the confidentiality of all patient and employee information and shall be held liable in the event of breech of confidentiality according to federal regulations contained in HIPPA. Any person, who knowingly or willingly discloses confidential information from the VA Medical Center, may be subject to fines of up to $50,000.00 and may be subjected to civil litigation from the patient.

b. Background Investigations: Contractor(s) personnel performing work under this contract shall satisfy all requirements for appropriate security eligibility in dealing with access to sensitive information systems belonging to or being used on behalf of the Department of Veterans Affairs. To satisfy the requirements of the Department of Veterans Affairs a Low Risk Level Investigation shall be conducted prior to performing work under this contract. The level of access and the individual’s capability to perform work under this contract will be the determining factor in deciding if a higher investigative requirement is needed. The Contractor(s) shall ensure that those requirements are fully satisfied within 30 days of initiation of such investigations.

1. The contractor shall prescreen all personnel requiring access to the VA records to ensure they maintain a U.S. citizenship or valid work VISA and are able to read, write, speak and understand the English language.

2. The contractor shall submit or have their employees submit the following required forms to the VA Security and Investigations Center within 30 days of receipt: (The VA Security and Investigations Center will provide the documents to the designated point of contact for the Contractor.)

(i) Standard Form 85, Questionnaire for Non-Sensitive Positions

(ii) Standard Form 85A, Continuation Sheet

(iii) FD 258, U.S. Department of Justice Fingerprint Applicant Chart

(iv) Optional Form 306, Declaration for Federal Employment

(v) Optional Form 612, Optional Application for Federal Employment.

3. The contractor, when notified of an unfavorable determination by the Government, shall withdraw the employee from consideration from working under the contract.

4. Failure to comply with the contractor personnel security requirements may result in termination of the contract for default.

5. A background investigation is good for five years. If a security check was completed for contractor personnel that performed work at one VA facility, a new background investigation is not required for them to work at another station unless the second location requires a higher security level.

c. The investigative history for Contractor(s) personnel working under this contract must be maintained in the databases of either with the Office of Personnel Management (OPM) or the Defense Industrial Security Clearance Organization (DISCO). Should the Contractor(s) use another vendor other than OPM or Defense Security Service (DSS) to conduct the investigation, the investigative company must be certified by OPM/DSS to conduct Contractor(s) investigations.

d. The Contractor is expected to maintain a Drug-free Work Place in accordance with Federal regulations. The Contractor will establish and maintain a drug-free workplace program. The administration of this program will be the responsibility of the contractor, as well as, the establishment of disciplinary actions.

e. All costs associated with obtaining clearances for Contractor(s) provided personnel will be the responsibility of the Contractor(s). Further, the Contractor(s) will be responsible for the actions of those individuals they provide to perform work for the VA under this contract. In the event that damages arise from work performed by Contractor(s) provided personnel, under the auspices of this contract, the Contractor(s) will be responsible for all resources necessary to remedy the incident.

f. Records: Contractor(s) personnel who obtain access to hardware or media which may manipulate or store drug or alcohol abuse data, sickle cell anemia treatment records, records or tests or treatment for or infection with HIV, medical quality assurance records, or any other sensitive information protected under 38 U.S.C. §4132 or §3305, as defined by the Department of Veterans Affairs, shall not have access to the records unless absolutely necessary to perform their contractual duties. Any individual who has access to these data will disclose them to no one, including other employees of the Contractor(s) not involved in the performance of the particular contractual duty for which access was obtained. Violation of these statutory provisions, as stated in department regulations by the Contractor(s)’s employees may involve imposition of criminal penalties.

g. System of Records: The Veterans Administration system(s) of records to which the Contractor(s) personnel will have access in order to maintain is “Patient Medical Records – VA (24VA136).

h. System Security: The Contractor(s) shall provide VHA with the full assurance that security measures have been implemented which are consistent with OMB Circular A-130 and VA Departmental Standards.

i. Procedures for User Access: Access requirements to VA information systems by Contractor(s)s and Contractor(s) personnel shall meet or exceed those requirements established for VHA employees as described in VHA Directives (and others) and in any subsequent VHA policy statements. A written and signed request for user access by VHA Management, or designee(s), constitutes management approval (sponsorship) to initiate a request for access to any sensitive automated information system. Access shall be granted to non-VA users only if the purpose for access meets criteria of the Privacy Act and VA Confidentiality regulations and transfer.

j. Contractor(s) will be required to sign and abide by the VA Computer Access Security Agreement and Confidentiality Agreement.

17. Training of Contract Employees:

The contract employee must receive cyber security awareness training to protect sensitive data from disclosure and misuse, protection of Government property, and reporting of fraud, waste, and abuse, and rules of Behavior are signed prior to granting access to sensitive data or systems.

The contractor recognizes the important need for the confidentiality of patient data and the need of privacy for patients and our clients. The contractor understands the equipment the VA services or utilizes for the VA maay display or store sensitive information and will diligently make every effort to maintain the privacy and confidentiality of patient and client information. Copies of VA Directive 6210 and other relevant rules and regulations will be strictly followed. Copies of VA Directive 6210 can be made available upon request through the Contracting Officer. If computer access is required in completion of this contract, the contractor is required to sign a user access agreement and receive Information Security Awareness Training. Training will be made available through the VA facility's Information Security officer. All electronic interfaces and data exchange shall conform to the requirements of the Health insurance Portability and Accountability Act.

The contract employee must only access information on a need to know basis for which they have authorized privileges as it pertains to their job.

The contract employee must protect any user IDs, passwords, electronic signatures, and other access codes from unauthorized disclosure.

The contract employee must log off the system or lock the workstation before leaving the computer terminal unattended and at the end of each day.
Department of Veterans Affairs;VISN 9 ASC (90C);1639 Medical Center Parkway, Suite 400;Murfreesboro TN 37129
VAMC;Mountain Home, TN
Karen Reeves,