Description
Wheelchair/Sedan Transportation Service Charlie Norwood VA Medical Center The Charlie Norwood VA Medical Center is conducting this Sources Sought to identify contractors who possess capabilities to provide the services described in the Performance Work statement below. As permitted by the FAR Part 10, this is a market research tool being utilized for the informational and planning purposes. Your responses will assist the Government in the development of its acquisition strategy. Response is strictly voluntary it is not mandatory to submit a response to this notice to participate in formal RFQ process that may take place in the future. However, it should be noted that information gathered through this notice may significantly influence our acquisition strategy. All interested parties will be required to respond separately to any solicitation posted as a result of this sources sought notice. Respondents will not be notified of the results of the evaluation. We appreciate your interest and thank you in advance for responding to the sources sought. This service will be implemented using the North American Industry Classification System (NAICS) Code 485999. If a small business is interested in this procurement, they must provide at least 51 percent of the services rendered. DISCLAIMER This RFI is issued for information and planning purposes only and does not constitute a solicitation. All information received in response to this RFI that is marked a proprietary will be handled accordingly in accordance with (IAW) Federal Acquisition Regulation (FAR) 15.201(e), RFIs may be used when the Government does not presently intend to award a contract, but wants to obtain price, delivery, other market information, or capabilities for planning purposes. Responses to these notices are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses incurred associated with responding to this RFI. Performance Work Statement Charlie Norwood VA Medical Center Augusta, Georgia Wheelchair/Sedan Transportation Service GENERAL The purpose of this Performance Work Statement (PWS) is to provide Charlie Norwood VA Medical Center (CNVAMC) with the services required to safely transport patients. The contractor shall furnish all the necessary personnel and equipment to provide Wheelchair Van and Sedan transportation services to the beneficiaries of the CNVAMC. The two divisions of the main CNVAMC campus are Downtown (located at 950 15th Street, Augusta, GA 30901) and Uptown (1 Freedom Way, Augusta, GA 30904). Services will also be rendered to beneficiaries in the area of the three Community Based Outpatient Clinics that fall under the CNVAMC s catchment area. Services provided will be to provide transportation from a pre-designated pick-up point (generally the beneficiary s residence) and the pre-designated drop-off point (generally a medical facility that is providing care), as well as a return trips. This service shall also occasionally include special arrangements (including, but not limited to: bariatric, high-back wheelchairs, caregiver transport, or service animals), and therefore will facilitate any & all the special needs and requirements to entirely cover all transportation needs that may arise by the beneficiary being transported. Background: The services for wheelchair van & sedan have been used to provide transportation beneficiaries receiving healthcare at Veterans Affairs (VA), as well as non-VA authorized facilities where the VA has authorized to be provided. These services are a necessity in providing the best quality of care for our beneficiaries. ACRONYMS: AOD- Administration Officer on Duty BAA Business Associate Agreement CFR Code of Federal Regulations CNVAMC Charlie Norwood VA Medical Center CO Contracting Officer COR Contracting Officer s Representative CPARS Contractor Performance Assessment Reporting System FAR Federal Acquisition Regulation FIPS Federal Information Processing Standard GPS Global Positioning System HCF Health Care Facility ISO Information Security Officer NARA National Archives & Records Administration POC Point of Contact PSC State Public Service Commission USC United States Code VA Veterans Affairs VTS Veterans Transportation Service PERIOD OF PERFORMANCE 3.1 The period of performance will be for 12 months for the period indicated below: Line Item Description Estimated Quantity Unit Unit Price Total Price 1 ONE WAY WHEELCHAIR VAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 7,000 Each 2 RATE PER MILE FOR WHEELCHAIR VAN SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 120,000 Each 3 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 80 Each 4 PROVIDE ONE WAY SEDAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 115 Each 5 RATE PER MILE FOR SEDAN/HIRED CAR SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 10,000 Each 6 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 60 Each Estimated Total of Base Year $____________________________________ Line Item Description Estimated Quantity Unit Unit Price Total Price 1 ONE WAY WHEELCHAIR VAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 7,000 Each 2 RATE PER MILE FOR WHEELCHAIR VAN SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 120,000 Each 3 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 80 Each 4 PROVIDE ONE WAY SEDAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 115 Each 5 RATE PER MILE FOR SEDAN/HIRED CAR SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 10,000 Each 6 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 60 Each Estimated Total of Option Year 1 $____________________________________ Line Item Description Estimated Quantity Unit Unit Price Total Price 1 ONE WAY WHEELCHAIR VAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 7,000 Each 2 RATE PER MILE FOR WHEELCHAIR VAN SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 120,000 Each 3 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 80 Each 4 PROVIDE ONE WAY SEDAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 115 Each 5 RATE PER MILE FOR SEDAN/HIRED CAR SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 10,000 Each 6 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 60 Each Estimated Total of Option Year 2 $____________________________________ Line Item Description Estimated Quantity Unit Unit Price Total Price 1 ONE WAY WHEELCHAIR VAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 7,000 Each 2 RATE PER MILE FOR WHEELCHAIR VAN SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 120,000 Each 3 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 80 Each 4 PROVIDE ONE WAY SEDAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 115 Each 5 RATE PER MILE FOR SEDAN/HIRED CAR SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 10,000 Each 6 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 60 Each Estimated Total of Option Year 3 $____________________________________ Line Item Description Estimated Quantity Unit Unit Price Total Price 1 ONE WAY WHEELCHAIR VAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 7,000 Each 2 RATE PER MILE FOR WHEELCHAIR VAN SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 120,000 Each 3 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 80 Each 4 PROVIDE ONE WAY SEDAN SERVICE WITHIN A 50 MILE RADIUS OF THE UPTOWN AND DOWNTOWN VAMC, FLAT RATE. 115 Each 5 RATE PER MILE FOR SEDAN/HIRED CAR SERVICE BEYOND THE 50 MILE RADIUS, ADDITIONAL TO THE FLAT RATE. 10,000 Each 6 WAIT TIME RATE BEGANS AFTER THE FIRST 30 MINUTES THEN PAID IN QUARTER (1/4) HOUR INCREMENTS. 60 Each Estimated Total of Option Year 4 $____________________________________ 4. PLACE OF PERFORMANCE Downtown Division located at 950 15th Street, Augusta, Georgia 30904 Uptown Division located at 1 Freedom Way, Augusta, Georgia 30904 Athens CBOC located at 9249 Highway 29 North, Athens, Georgia 30601 Aiken CBOC located at 951 Millbrook Avenue, Aiken, South Carolina 29803 Statesboro CBOC located at 658 Northside Drive East, Statesboro, Georgia 30458 5. HOURS OF OPERATION 5.1 Wheelchair Van/Sedan services are required a twenty-four (24) hour/seven (7) day a week, including observed Federal holidays. 5.1.1 FEDERAL HOLIDAYS 5.1.2 The following are the observed federal holidays: New Year s Day, Martin Luther King s Birthday, President s Day, Juneteenth, Independence Day, Labor Day, Juneteenth, Columbus Day, Veteran s Day, Thanksgiving Day, Christmas Day, and any other day specifically declared by the President of the United States to be a national holiday. 5.1.3 When one of the above designated legal holidays falls on a Sunday, the following Monday will be observed as a legal holiday. When a legal holiday falls on a Saturday, the preceding Friday is observed as a holiday by U.S. Government agencies. 6. GENERAL REQUIREMENTS 6.1 The contractor shall pick-up and deliver the beneficiary(s) to the pre-designated specific address and clinic where the medical treatment is to be provided. Beneficiary(s) shall be picked up within 15 minutes of the scheduled pick time (before or after the scheduled pick-up time). In no instance shall the contractor drop beneficiary(s) off in the hall or entrance of the VA or other non-VA facilities, and instead will escort beneficiary(s) to internal destination clinic. Adherence to schedules is of utmost importance. The contractor shall pick up the beneficiary(s) as near the scheduled pickup time as possible, but may arrange with beneficiary(s) consent earlier or later, so long as it does not interrupt the medical appointment or care. 6.2 The contractor shall at all times maintain sufficient telephone capacity to ensure immediate communication access between CNVAMC and the contractor s dispatch facility for the purposes of conducting business in the performance of the contract. 6.3 The contractor shall have telephone coverage to accept calls from CNVAMC 7 days a week/24 hours a day/365 days a year. The Contractor shall provide CNVAMC Transportation Offices with a back-up telephone number that is also accessible 7 days a week/24 hours a day/365 days a year. The Contractor shall update CNVAMC with any change in the telephone numbers, points of contacts, or operational status. 6.4 The contractor shall always ensure their own internal availability of mobile radio and/or cellular telephone communication with all vehicles providing transportation service at all times. Vehicles transporting CNVAMC beneficiary(s) must be reachable and accountable to provide status updates, estimated arrival times, or for safety compliance. 6.5 The contractor shall provide the COR with the name and phone number of the dispatch person to contact for the service requests. The contractor shall provide the COR with the name and phone number of the site supervisor, dispatch supervisor, or other contractor employee with the authority to address complaints or problems. 6.6 Generally, up to two patients may be transported on one trip, however, no more than the number authorized by DHEC (Department of Health and Environmental Control). With proper written approval, the CNVAMC shall allow the contractor to charge on a per-patient basis when more than one patient is transported. The contractor shall ensure that pick-ups and drop-offs are scheduled so that the total distance traveled shall result in the most economical charge to the Department of Veterans Affairs. One attendant/caregiver/escort, who is at least 18 years of age, shall be permitted to accompany any beneficiary at no additional charge. 6.7 For all one-way trips within a 25-mile radius of the CNVAMC, the contractor shall receive the flat rate awarded for that trip. In addition to the flat rate, the contractor shall also receive a mileage rate for each mile that is traveled beyond the 25-mile radius. Payment for mileage rates on any travel beyond the 25-mile radius shall be limited to the shortest travel distance the beneficiary(s) is being transported, calculated using the VetRide software system (or, alternatively calculated via Bing Maps in event of a VetRide system outage). Initial access to the VetRide system is controlled by the CNVAMC transportation office (and secondarily by the COR). The contractor s dispatch team and drivers will maintain their own individual accounts to the VetRide system, and utilize that system to receive, accept, schedule, and invoice for every trip. The VetRide system will be accessed by the contractor s dispatch team at https://third-party.vetride.va.gov/app/login, and by the contractor s vehicle drivers via QR-code enabled mobile app. 6.8 The contractor shall be responsible for patient safety and welfare during the transport of beneficiary(s). The contractor shall ensure that the beneficiary s belongings are properly accounted for and delivered with the patient. The contractor shall be held responsible for patient and/or Government property during transport. Any damaged or lost wheelchairs, walkers, crutches, or any other belongings, will be replaced by the contractor at no additional cost to the Government or beneficiary. The Government requires the contractor to exercise extreme caution and care in the handling of patients. Any abuse of patients shall be grounds for default action or termination of the contract. 6.9 The VA reserves the right to bar any contractor s vehicle driver from transporting VA beneficiaries. 6.10 The contractor shall self-manage their own departure times, schedule, pick-up times, manifests, special instructions, and all other facets of transportation to ensure that the beneficiary(s) are delivered at the designated time, location, and date to ensure no delays in medical care or missed appointments. Generally, this requires the beneficiary to be delivered 15-minutes before the scheduled time of their medical appointment. The contractor shall arrive promptly to same-day and will-call requests, but no more than 60 minutes from the time in which they were notified that the beneficiary(s) were ready. 6.11 The requests made for transportation shall be transmitted to the contractor via the VetRide system (or in event of VetRide outage, via telephone with email/fax written confirmation). Transport requests shall only be accepted from a pre-designated list of approved VA staff. The contractor s dispatch team will regularly refresh and monitor the VetRide system s Third Party Dashboard during business hours, for transport requests to be submitted by CNVAMC transportation office. Upon transmission of a transportation order within the VetRide system, the contractor s dispatch team will change the status of the each trip from Assigned to Scheduled , to indicate and date/time stamp receipt and confirmation. Upon the departure of the contractor s vehicle in route to the designated location per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request from Scheduled to In Progress , to indicate and date/time stamp confirmation of such. Upon full completion of the beneficiary s travel per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request within the VetRide system from In Progress to Completed , to indicate and date/time stamp confirmation of such. Trips Completed in the VetRide system are also required to have the detailed trip information filled out, to include: Driver Name, Vehicle Name (or other similar designation), Start Time, Pick-up Time, Drop-Off Time, Wait Time (if applicable), Starting Odometer Reading, and Ending Odometer Reading. Transports that are deficient or otherwise lack this detailed trip information, will not be approved for payment until such deficiency is corrected. 6.12 If the CNVAMC transportation office (or AOD, if after hours) or the beneficiary(s) cancel a scheduled trip with greater than 2-hours advance notice, the contractor s dispatch team shall change the status of the trip for each such request within VetRide system from Scheduled to Canceled , to confirm as such and indicate that no charges will be made against the CNVAMC for canceled trips. For requests transmitted to the contractor with less than 2-hours before the scheduled pick-up time (or the similar reasonable travel duration for trips that are greater than 2-hours away) and which the contractor is unable to complete without exceeding the imposed contractual time limits, the contractor will notify the CNVAMC transportation office (or AOD, if after hours), and change the status of the trip for each such request within VetRide system from Assigned to Refused . If any trip is canceled (through no fault of the contractor) with less than 2-hours advance notice, or if a beneficiary(s) is not at the designated location and unable to be reached, or is unable to be transported, or refuses to be transported, the contractor will notify the CNVAMC transportation office (or AOD, if after hours), and change the status of the trip for each such request within VetRide system from Scheduled to No Show . The contractor shall be reimbursed for these No Show trips as a one-way calculation, in accordance with section 6.7 of this document, if such a status meets the circumstances of the preceding sentence. VEHICLE REQUIREMENTS All vehicles used to provide services on this contract shall meet the following requirements. 7.1 Vehicles used for transportation of beneficiary(s) shall have functioning mechanisms that ensure all access doors are capable of being opened from the inside and remain closed and secure during travel. 7.2 Vehicles used for transportation of beneficiary(s) shall have a functioning speedometer indicating speed in miles per hour and a functioning odometer correctly indicating the distance in tenths of a mile. 7.3 Vehicles used for transportation of beneficiary(s) shall be equipped with operational air conditioning and heating systems. If the air conditioning system becomes inoperable during a day when the high temperature is forecast to reach 79 degrees or more, the vehicle shall be immediately pulled from service at the termination of the current trip and shall not again be used for service under this contract until the air conditioning system has been repaired. 7.4 Vehicles used for transportation of beneficiary(s) shall have an exterior free of grime, oil, or other substances and free from cracks, breaks, dents, and damaged paint that noticeably detracts from the overall appearance of the vehicle. 7.5 Vehicles used for transportation of beneficiary(s) shall be equipped with hubcaps or wheel covers. 7.6 Vehicles used for transportation of beneficiary(s) shall have all body molding in place, or if removed, holes shall be filled and painted. 7.7 Vehicles used for transportation of beneficiary(s) shall have a passenger compartment that shall be clean of dirt, free from torn upholstery or floor coverings, damaged or broken seats, protruding sharp edges, and vermin or insects. 7.8 Vehicles used for transportation of beneficiary(s) shall have an unobstructed vision on all sides, including but not limited to no equipment mounted on dashboard or windscreens, back-up cameras (if applicable) functioning properly, all windows and mirrors free of cracks or damage, and no luggage, equipment, or other items that might obscure the mirrors or windows. 7.9 Vehicles used for transportation of beneficiary(s) shall be equipped with an operable two-way radio and/or cellular telephone communication system, which afford contact with the vehicle during any point of operation. Beepers/pagers are not an acceptable substitute. Requests from CNVAMC about vehicle location, status, estimated arrival time, or any other inquiries should be able to be resolved promptly and accurately. 7.10 Vehicles used for transportation of beneficiary(s) shall meet all safety and mechanical standards established by Local, State and Federal statutes and regulations. 7.11 Vehicles used for transportation of beneficiary(s) shall have windows and doors, which can be opened and closed in accordance with manufacturer standards. 7.12 Vehicles used for transportation of beneficiary(s) shall not have leaks of any kind. 7.13 Vehicles used for transportation of beneficiary(s) shall be equipped with a functioning horn. 7.14 Vehicles used for transportation of beneficiary(s) shall have operable seat belts on all seats. 7.15 Vehicles used for transportation of beneficiary(s) shall have fully charged, certified, and non-expired fire extinguisher. 7.16 Wheelchair vehicles shall have wheelchair tie-down straps and effective securing devices to secure both wheelchair and wheelchair occupants. 7.17 Have a backup for all lift or ramp functions. The lift or ramp shall incorporate an emergency method of deploying, lowering to ground level with a lift occupant, and raising and stowing the empty/occupied lift if the power to the lift fails. 7.18 Vehicles used for transportation of beneficiary(s) shall have a fixed seat position or a fixed secured floor or sidewall wheelchair lock shall be approved for each ambulatory or wheelchair restricted passenger being transported, according to the passenger s needs. Drivers will ensure all wheelchair tie-down straps or locks, seat belts, and shoulder harnesses are in place and secured before the vehicle is moved. Drivers will monitor and ensure that safety devices are used appropriately throughout the duration of the trip, and will escalate issues immediately for deficiencies of such. NAVIGATIONAL/GLOBAL POSITIONING SYSTEM REQUIREMENTS All Vehicles shall be equipped with a GPS system that has the following capabilities: Line Mapping step-by-step directions Summary - gives you a daily report on the driver s activity for the day Stop indicates where, when, and for how long the vehicle stopped Speeding gives you the speed the vehicle is going from point to point Mileage gives you the daily travel mileage from point to point daily Ignition indicates when the vehicle starts up Landmark Stop gives you point-by-point directions with major landmarks Engine idle tells you that the vehicle has stopped and is on/running Maintenance lets you know when it is time for an oil change/tune-up State Mileage indicates long-distance trips mileage and tracking VEHICLE INSPECTIONS 9.1 Contractor shall have and maintain a record of preventive maintenance checks and internal inspections for all vehicles being used for service. The contractor shall provide the COR with a copy of the most current preventive maintenance checks and inspections before that vehicle s use during the performance of this contract. Vehicles, maintenance records, and internal inspection logs shall be made available to the COR for bi-annual inspections, or whenever the CNVAMC feels such inspections are required. The contractor shall provide the COR with a list of all vehicles used to provide services under this contract, which will include each vehicle s Vehicle Identification Number (VIN), license plate/registration numbers, and insurance certificates, prior to that vehicle entering service. An updated list shall be provided to the COR annually, or when any new vehicle is added to the contractor s fleet, or upon request of the COR. These scheduled or unscheduled inspections shall be coordinated between the COR and contractor in such a manner that shall not disrupt contract performance. 9.2 Every vehicle shall be made available for external inspection at any reasonable time before the initiation of, or during the performance of, this contract when requested by the CO or COR. Any vehicle found not in conformity with any above standards shall be removed from service immediately, or any vehicle receiving two (2) or more unsatisfactory findings within a fourteen (14) day period shall be removed from service immediately. Vehicles removed shall not be put back in service until subsequent inspections verify correction of the deficiencies, and written report is provided to the COR of the findings and outcome. CNVAMC reserves the right to order the immediate removal from service any vehicle not in compliance with any vehicle standards referenced herein at any time. 10 DRIVER/CONTRACTOR PERSONNEL QUALIFICATIONS 10.1 Drivers: (a) The contractor shall conduct pre-employment and annual driver s history checks to ensure that no drivers providing services under this contract shall have more than ten (10) points on their driver s license within a 24-month period, none of which were assessed for Reckless Driving , Aggressive Driving , or other similar moving violation related to safety. CNVAMC reserves the right to order the removal from service under this contract, any driver who violates the provisions of this section. The contractor shall maintain record of an updated and legible copy of the state driver s license as supporting documentation, in addition to the records from the formal driving history check. (b) The contractor shall maintain a record of each employee as to the character, current driving records (described in section 10.1(a) of this contract), and physical suitability/capabilities to safely and adequately perform the duties of a wheelchair vehicle driver. The contractor shall make these records available for inspection upon request by the contracting officer or the COR, at any reasonable time. (c) Drivers shall not transport CNVAMC beneficiaries if they appear to be ill, under the influence of drugs or alcohol, or any other state that is (or appears to be) unsafe. Drivers shall not transport anyone who insists on smoking during the transport, this includes the contractor s staff, beneficiary(s), caregivers/escorts/attendants, or any other person. All contractor s staff shall at all times display professional manners and courteous behaviors, including polite mannerisms, clear communication, and responsive and prompt interactions with every party. Rude or obscene behaviors or language shall not be accepted, and complaints of such may be grounds to remove the driver (described in section 10.1(a) of this contract). (d) Drivers shall wear appropriate attire or uniforms, and with a picture identification (ID) badge that clearly identifies their name and the company they work for. (e) The contractor shall demonstrate to the CNVAMC that their employees are adequately trained in the safe and proper transport of beneficiary(s) by presenting a certification of detailed initial training, and annual refresher or remedial training adequate. 10.2 Health, Suitability, and Physical Fitness Requirements: (a) Contractor shall provide for all employees assigned to work under this contract a detailed pre-employment screening and attestation that each employee is physically able to perform all general duties, functions, and activities required of their position, before they are approved to work on this contract. Such screenings will explicitly describe that the employee shall be free from any communicable disease; shall be in good general health, without physical defects or abnormalities which would interfere with the full performance of these duties; shall possess binocular vision correctable to 20/30 (Snellen); shall be free of color blindness and be capable of hearing ordinary conversation at 15 feet with either ear without the benefit of a hearing aid. The contractor s employees assigned to work under this contract shall personally certify in writing that they are not addicted to alcohol or any controlled substances. (b) All employees shall be literate and able to communicate with clients in English to the extent of reading and understanding printed regulations, detailed written orders, training instructions and material, and shall be able to compose reports which convey complete information. The Contractor is to attest in writing, that the ability of all individual employees designated to provide service for this contract meets the requirements of section 10.2(b). (c) Contractor shall provide for all employees assigned to work under this contract a detailed annual health screening and refreshed attestation that each employee continues to be physically able to perform all general duties, functions, and activities required of their position, described in detail of section 10.2(a). (d) Contractor shall produce and maintain a report of the initial, annual, and ad-hoc physical examination records describing the requirements of section 10 of this contract, for each employee who is assigned to work under this contract. Such reports shall be provided to the COR annually and upon request. DRIVER/CONTRACTOR PERSONNEL CONDUCT 11.1 The following acts are not permissible by the contractor s employees that provide services under this contract at any time, regardless of whether such conduct occurs while on VA premises or not, during any point that the employee is working on this contract. Use of intoxicating liquors, alcohol, narcotics, or other controlled substances of any kind, without a doctor s prescription while on duty or reporting for duty. Vehicle drivers are further restricted to abstaining from the use of intoxicating liquors, alcohol, narcotics, or other controlled substances of any kind which may impair driving ability or safety, regardless of a doctor s prescription for such substance. Gambling in any form. Smoking, chewing, dipping, vaping, and all other uses of tobacco or tobacco-derived products while on duty. All persons at all times are prohibited from tobacco use within vehicles. Carrying of pistols, firearms, or any other concealed weapons. Resorting to physical violence to settle a dispute with a fellow employee, customer(s) or the general public while on duty. Spitting in prohibited places, or any other unsanitary, offensive, or insensitive practices or behavior. Use of loud, indecent, or profane language and/or making threatening or obscene gestures toward customers or other employees. Stopping or conducting personal business, including excessive use of restroom facilities, while vehicle is occupied by a passenger. This also includes running personal errands, making deliveries, transporting items not sanctioned by the CNVAMC, or attempting to engage in other unsanctioned business arrangements while performing services under this contract. The driver shall not leave the vehicle with the key in the ignition at any time. Engaging any person in a verbal confrontation to settle a disagreement. Should a disagreement arise, the driver shall contact his dispatcher/supervisor via the radio system. Soliciting or accepting tips, business opportunities, or unsanctioned business from customers, companions, or others at any time. 11.2 Any contractor s employee who accumulates three (3) substantiated complaints during a 12-month period shall be prohibited from providing any further services under this contract. The CNVAMC reserves the right to bar any person from entering VA property, transporting VA beneficiaries, or conducting any other personal or professional business with the CNVAMC should an item of this contract be violated. CERTIFICATION OF INSURANCE COVERAGE 12.1 Before award of the contract, the contractor shall furnish to the contracting officer a certificate of insurance containing bodily injury liability insurance coverage written on the comprehensive form of policy of at least $500,000 per occurrence, $200,000 per person and $500,000 per occurrence for bodily injury and $50,000 per occurrence for property damage, as well as an endorsement to the effect that cancellation or any material change in the policies which adversely affect the interest of the Government shall not be effective unless a thirty (30) day written notice of cancellation or change is furnished to the contracting officer. The term shall endeavor is not acceptable as issued by insurance carrier. This insurance coverage certificate must specifically provide coverage to incidents that occur while transporting beneficiaries. ORDER PLACEMENT AND SAME DAY TRANSPORTATION REQUEST 13.1 The contractor shall have a dispatcher available 24 hour a day/7 day a week to receive requests. CNVAMC transportation office (or AOD, if after hours) will communicate transportation orders to the contractor via the VetRide software system (or in event of a VetRide outage, verbally via telephone with email/fax written confirmation afterward). Transport requests or changes shall only be accepted from a pre-designated list of approved VA staff. The CNVAMC will maintain an internal log of all trip requests sent. A reconciliation of the next business day s entire transport schedule will be conducted by 4:00pm each day, via telephone call between the CNVAMC transportation office and the contractor s dispatch team. This reconciliation call is to provide a secondary level confirmation of the next day s scheduled patients, destinations, and times, and prevent beneficiary(s) to miss their appointments. 13.2 Placing Orders: The contractor s dispatch team will regularly refresh and monitor the VetRide system s Third Party Dashboard during business hours, for transport requests to be submitted by CNVAMC transportation office. Upon transmission of a transportation order within the VetRide system, the contractor s dispatch team will change the status of each trip from Assigned to Scheduled , to indicate and date/time stamp receipt and confirmation. Upon the departure of the contractor s vehicle in route to the designated location per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request from Scheduled to In Progress , to indicate and date/time stamp confirmation of such. Upon full completion of the beneficiary s travel per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request within the VetRide system from In Progress to Completed , to indicate and date/time stamp confirmation of such. Trips marked Completed in the VetRide system are also required to have the detailed trip information filled out, to include: Driver Name, Vehicle Name (or other similar designation), Start Time, Pick-up Time, Drop-Off Time, Wait Time (if applicable), Starting Odometer Reading, and Ending Odometer Reading. Transports that are deficient or otherwise lack this detailed trip information, will not be approved for payment until such deficiency is corrected. Irregularly (especially during periods of system outage, adverse weather, power failures, or other unexpected barriers), it may be necessary to resort to alternative communication methods to convey transportation orders. The primary alternative will be a verbal telephone call between the designated CNVAMC staff and the contractor s dispatch team, followed by a written confirmation sent via email or fax. Tertiary mechanisms of communication may vary depending on the circumstances of the barrier, but may involve hand-delivered couriers, two-way radios, or cell phones. All verbal communication methods will always be followed with written confirmations at the earliest opportunity that written communication methods can resume. 13.3 Same Day Transportation Request: During the day it may become necessary to add patients to the contractor s list with little advance notice and may be referred to as a same-day , ad-hoc , at-will , or other such designation. When this occurs, CNVAMC transportation office (or AOD, if after hours) will communicate these same-day requests verbally to the contractor. The contractor shall immediately confirm the verbal order details (beneficiary, location, and time). The CNVAMC transportation office will follow this verbal communication transmission within the VetRide system (or secondary written format in accordance with section 13.1 of this contract). Same-day requests that are able to be accommodated by the contractor within the imposed contractual time limits, the contractor s dispatch team will change the status of the each such trip within the VetRide system from Assigned to Scheduled , to indicate and date/time stamp receipt and confirmation. Upon the departure of the contractor s vehicle in route to the designated location per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request from Scheduled to In Progress , to indicate and date/time stamp confirmation of such. Upon full completion of the beneficiary s travel per the order, the contractor s dispatch team and/or vehicle driver will change the status of the trip for each request within the VetRide system from In Progress to Completed , to indicate and date/time stamp confirmation of such. Trips completed in the VetRide system are also required to have the detailed trip information filled out, to include: Driver Name, Vehicle Name (or other similar designation), Start Time, Pick-up Time, Drop-Off Time, Wait Time (if applicable), Starting Odometer Reading, and Ending Odometer Reading. Transports that are deficient or otherwise lack this detailed trip information, will not be approved for payment until such deficiency is corrected. For same-day requests transmitted to the contractor with less than 2-hours before the scheduled pick-up time (or the similar reasonable travel duration for trips that are greater than 2-hours away) and which the contractor is unable to complete without exceeding the imposed contractual time limits, the contractor will notify the CNVAMC transportation office (or AOD, if after hours), and change the status of the trip for each such request within VetRide system from Assigned to Refused . WAIT TIME 14.1 Wait time is defined as the amount of time spent waiting, through no fault of the contractor, after a scheduled pick-up time, such as when a beneficiary s medical appointment has run late. 14.2 For time lost in waiting at either end of the trip due to causes beyond the contractor s control, the contractor shall be reimbursed at the rate specified in the cost and price schedule in quantities of 15-minute units. If a pick-up location changes or is otherwise different than at the initially designated place, the contractor shall call the CNVAMC transportation office (or AOD, if after hours) as soon as the contractor anticipates that a delay may develop for which he/she expects to claim reimbursement. This verbal telephone is only for the purpose of verifying the accurate time and location at the pick-up point but must be followed up by a written request to the designated COR, CNVAMC transportation office supervisor, or AOD for approval to claim wait time. Wait time that is caused by the contractor s error, avoidable delays, or some other such reason that is within the contractor s control will not be billable to the CNVAMC. 14.3 Every wait time claim is required to be pre-approved by the appropriate CNVAMC authority, with the written request that follows detailing the specific circumstances and cause (especially if the cause is an individual or clinic). Wait time may often be preapproved in writing by the CNVAMC transportation office in the notes added to the VetRide trip order that is transmitted to the contractor through that system. 15. SERVICE DISRUPTION 15.1 The contractor shall immediately report all vehicle breakdowns or other problems that may cause service disruptions to the COR (or AOD, if after hours). When breakdowns occur, the contractor shall provide a backup vehicle to minimize any delay or inconvenience to the customer(s). When conditions, neither foreseeable and/or controllable by the contractor occur, such as severe storms, flooding, hazardous road and travel conditions, time and distance requirements shall be considered secondary to safety precautions. Delays or exceptions to the required quality of services shall be reported to the COR (or AOD, if after hours). 15.2 Contractor shall immediately report all medical incidents, vehicle accidents, or safety incidents (such as but not limited to patient falls or trips), including those where there is no apparent injury to the patient, which occurs while transporting VA beneficiaries. The contractor s driver shall provide a written report documenting the facts of the incident/accident to the contractor immediately upon safe conclusion of the occurrence. The contractor will provide the CO or COR a detailed written report within 24-hours of the incident s occurrence, which will include the driver s statements, as well as any other supporting findings, records, logs, or reports relevant to the circumstance. Specifically, this written report shall include the full names, addresses, and telephone numbers of any witnesses, as well as any applicable police report numbers. Every accident involving major damage, serious personal injury, or loss of life shall be reported to the COR immediately. All such incidents and their relevant records shall be kept for a minimum of three (3) years for each accident a vehicle is involved in, including the repair work required to return the vehicle to service, post-incident conclusions, actions taken, or any other such records. 16. CANCELLATIONS 16.1 Contractor shall have a contingency plan for service disruption and provide to the VA prior to contract award. 16.2 In the event that a contractor cannot perform a transport that falls within the parameters of the specifications of this contract, and the CNVAMC is required to get another company to perform the service, the contractor shall pay for the service and the VA will bill the contractor. 17. EMERGENCY PREPAREDNESS PLAN During a disaster the contractor shall continue to provide wheelchair/sedan services by assisting during evacuation efforts. A Disaster Plan shall be determined by the Medical Center Director requiring patient to be evacuated from hazardous conditions to a safe environment until disaster has passed. The contractor will create and maintain updated disaster reaction plan, to detail the specifics of how the contractor s services will continue and function during such an event. 18. PERFORMANCE REQUIREMENTS 18.1 The contractor shall maintain performance standards in accordance with the Performance requirement summary. 18.2 Drivers shall wear appropriate attire with a picture identification (ID) badge that clearly identifies the company they work for. 18.3 Driver shall ensure the patient has been completely secured (fastened seat belts) prior to transport. 18.4 Contractor shall immediately notify the COR of any vehicle breakdowns or other problems that can result in service disruption. 18.5 Contractor s performance shall be in conformance with all Federal, state, and local laws to include Department of Transportation, 49 CFR, and Parts 27, 37, 38, 571 and VA Standards. All regulations of the State Public Service Commission (PSC) (of where the contractor s facility is located) governing the control, operation of and licensing of the transportation contractor are incorporated herein by reference. All records submitted to and/or compiled by the PSC regarding inspections, safety, records, and manifests, may be reviewed prior to awarding a contract and periodically throughout the term of contract. 18.6 The COR shall monitor the service provided. The contractor shall cooperate with the COR in providing information and answering questions related to any and all incidents All complaints received by the COR and forwarded to the contractor shall be investigated promptly. After investigation and disposition, the contractor shall respond to the COR in writing within five (5) working days after receipt by the contractor. 18.7 PERFORMANCE REQUIREMENT SUMMARY REQUIRED SERVICE PERFORMANCE STANDARD MONITORING METHOD INCENTIVE/DISINCENTIVES FOR MEETING OR NOT MEETING THE PERFORMANCE STANDARDS Schedule reconciliation (quality) Confirm future service requests via confirmation within VetRide system upon receipt, and also via telephone call with transportation office no later than 4:00 pm each business day. Para. 13.1 Date/time stamp within VetRide system. Reconciliation telephone call with transportation office. Successful or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS). Timeliness of services: Pick-up and Drop-off (timeliness) Drop-off patients at designated destination within 15 minutes (before or after) scheduled time. Pick-up patients within 15 minutes (before or after) scheduled time. Para. 6.1 Date/time stamp within VetRide system. Trip ticket. Patient Inquiry. Successfully or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS). Wait time (quality) Contractor shall make written request for wait time at least 30 minutes after the pick-up or drop-off time, when the cause of the wait time is not due to the contractor s own actions/inactions. Para. 14.1 Date/time stamp from faxed or emailed request for wait time to transportation office or AOD. The contractor will be paid the rate stipulated in the contract for wait time once 30 minutes has elapsed for all wait time only when authorized. Successful or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS). Trip completion (timeliness) Proper completion of the trips within VetRide system requires the contractor to change the trip s status to completed as well as enter the supporting information (driver name, odometer readings, etc.). Para. 13.2 Date/time stamp within VetRide system. Failure to properly complete trips on the same day may result in delays or denials of payment. Successfully or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS). 19. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS The following contract security clauses are required for this non-medical services contract. 19.1 GENERAL Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security. 19.1.1 All personnel employed by the contractor shall observe the requirements imposed on sensitive data by law, federal regulations, VA status and DM&S policy and the associated requirements to ensure appropriate screening of all personnel because of the inherent sensitivity of data at the facilities concerned and the level of security clearance carried by the Health Care Facility (HCF) personnel for the function under contract. The contractor shall ensure that their personnel meet the above restrictions, and that confidential and proprietary information shall be divulged only to those officers and officials of the VA Medical Center that are authorized to receive such information. 19.1.2 To satisfy the requirements of the Department of Veterans Affairs a low risk level Background Investigation shall be conducted prior to performing work under this contract. Appropriate Background Investigation (BI) forms will be provided upon contract award and shall be completed and returned to the VA Office of Security and Law Enforcement (OSL&E) within 30 days for processing. Access to VA information resources cannot be made available until the Security Investigations Center submits the investigatory packet to OPM for processing. At that time the investigation is considered initiated and access can be provided. Contractors will be notified by OSL&E when the BI has been completed and adjudicated. The contractor will also obtain and maintain all requirements needed for personnel to access U.S. Army installation Fort Gordon, as beneficiaries occasionally will have appointments or pick-ups at locations within that secure facility. Access to the military installation is entirely under the control of the Directorate of Emergency Services, and as such personnel may be required to obtain and pass additional security measures in advance (such as an secondary independent background check and pre-registration), before access is granted by the Provost Marshal. Access and additional information can be obtained from the Directorate of Emergency Services office on Fort Gordon at (706) 791-3071. 19.1.3 All costs associated with obtaining clearances for contractor provided personnel shall be the responsibility of the contractor. Further, the contractor shall be responsible for the actions of all individuals provided to work for the VA under this contract. In the event that damages arise from work performed by contractor-provided personnel, under the auspices of this contract, the contractor shall be responsible for all resources necessary to remedy the incident. 20. SECURITY CONTROLS COMPLIANCE TESTING 20.1 On a periodic basis, VA, including the Office of Inspector General, reserves the right to evaluate any or all of the security controls and privacy practices implemented by the contractor under the clauses contained within the contract. With 10 working-days notice, at the request of the government, the contractor must fully cooperate and assist in a government-sponsored security controls assessment at each location wherein VA information is processed or stored, or information systems are developed, operated, maintained, or used on behalf of VA, including those initiated by the Office of Inspector General. The government may conduct a security control assessment on shorter notice (to include unannounced assessments) as determined by VA in the event of a security incident or at any other time. 21 Training: 21.1 To be eligible to perform under this contract, each contract employee must meet the minimum training required outline below and minimum contractor furnished training outlined in paragraph (21.2) (c), (21.2) Through (21.3).: 21.2 Contractor Furnished Training. (a) The Contractor shall submit to the contracting officer written certification that each contract employee has been trained in the subject areas outlined in paragraph C prior to assignment under this contract. For replacement or new employees documentation of prior training must be submitted or the individual contract employee must complete the required training before being employed in support of this contract. (b) All formal training required shall be administered (i.e., taught, presented) by persons who are certified as being qualified to instruct or teach, the specific subjects or topics required. Certification to instruct the specific subject shall be in the form of a certificate issued by an accredited institution of learning (school, college, university), a governmental (Federal, State, County, etc.) educational certification body (agency, board, commission), or by documentation that the person instructing has sufficient experience in/with the subject to be able to instruct the subject in an authoritative, practical and current manner. (c) In addition to the formal training, the contractor shall provide 16 hours of orientation training for each employee fourteen (14) days after his or her initial assignment to duty. This orientation may be accomplished while the employees are on duty. The contractor shall certify to the COR as to the completion of the orientation for each employee within 45 days following assignment to duty. The follow-up orientation should include the following subjects and instructional time periods as well as other subjects as may be required: (1)Accident and incident reporting (2 hours) (2)Safe operation of emergency vehicles (2 hours) (3)Quality Assurance (2 hours) (4)Fire and emergency preparedness planning (2 hours) (5)Handling patient complaints (1 hour) (6)Infection control (2 hours) (7)Universal precautions (policy and procedure) (2 hours) (8)Safety and occupational health procedures (3 hours) 21.3 Sign and acknowledge (either manually 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; Successfully complete the VA Privacy and Information Security and Rules of Behavior training and annually complete required security training; Successfully complete the appropriate VA privacy training and annually complete required privacy training; and Successfully complete any additional information security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training Requirements.] 21.4 The contractor shall provide to the contracting officer and/or the COR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee. 21.5 Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, 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 documents are complete. INVOICES 22.1 Payment will be made monthly in arrears upon receipt of a properly prepared detailed invoice. Reconciliation of invoices before formal/final submission will take place between the contractor and transportation office, which may include informal emails, faxes, telephone calls, VetRide system submissions, or face-to-face meetings. Formal/final invoices must be sent electronically through OB10 Payment System to the VA s Fiscal Service Center in Austin, Texas. Invoices will be independently reviewed within the OB10 system for final approval and payment approval, even if preliminary or estimated approval is granted during reconciliation. 22.2 A properly prepared invoice shall contain, at a minimum: (a) Contract number and Purchase Order Number (b) Date of trip (c) Trip number (from VetRide) (d) Veteran s information (e) Modality of transportation (f) Number of miles claimed (g) Additional charges identified by contract line-item number (h) Written supporting documentation of circumstances when billing for attempted pick-up and/or waiting time 22.3 Invoices shall be reviewed and reconciled to VetRide data, trip tickets, medical records, and travel logs. Unauthorized charges shall be suspended. Supporting documentation may be provided and submitted for payment consideration or suspended charges. QUALITY CONTROL PROGRAM 23.1 Contractor shall establish, maintain, and furnish to the VA a complete quality control program (QCP) to assure that the requirements of this contract are provided as specified. Contractor shall identify his management concept (provide key personnel list) for ensuring compliance with all contract requirements. Contractor shall furnish copies of these records if requested by the contracting officer or COR. The contractor s QCP shall include at a minimum the following: An inspection plan outlining all services defined in this contract. The inspection plan shall specify the areas to be inspected on both a scheduled and unscheduled basis, how often inspections shall be accomplished, and the title of the individual(s) who shall perform inspections. The QCP shall include the methods for identifying and preventing deficiencies in the quality of services being performed before the level of performance becomes unacceptable. The QCP shall have on-site records of all inspections conducted by the contractor and corrective action taken (quarterly). The QCP shall include maintaining maintenance records of all maintenance and repairs performed on vehicles used in the performance of this contract (quarterly). References: 49 CFR http://www.ecfr.gov/cgi-bin/text-idx?tpl=/ecfrbrowse/Title49/49tab_02.tpl Rights in Data- General, FAR 52.227-14(d) (1). https://www.acquisition.gov/sites/default/files/current/far/html/52_227.html VA Directive 6300, Records and Information Management https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=2766 Handbook 6300.1 Records Management Procedures http://ebookpdf.com/handbook-6300-1-records-management-procedures VA Handbook 6500.1, Electronic Media Sanitization https://www.tms.va.gov/va_content/10176_FY15_VA_Privacy_Info_Sec_Awareness_ROB_10-29-2014_v1.6/docs/Privacy_and_Information_Security_Resources.pdf Federal Acquisition Regulation (FAR) part 12 https://www.gpo.gov/fdsys/pkg/CFR-2002-title48-vol1/pdf/CFR-2002-title48-vol1-sec12-212.pdf FIPS 140-2 https://csrc.nist.gov/csrc/media/publications/fips/140/2/final/documents/fips1402.pdf Title 38 U.S.C. 5705 https://www.gpo.gov/fdsys/granule/USCODE-2010-title38/USCODE-2010-title38-partIV-chap57-subchapI-sec5705/content-detail.html Title 38 U.S.C. 7332 https://www.law.cornell.edu/uscode/text/38/7332 38 U.S.C. §5725 https://www.law.cornell.edu/uscode/text/38/5725 6500.2 Handbook, Management of Security and Privacy Incidents https://www.va.gov/vapubs/viewPublication.asp?Pub_ID=843&FType=2 Contractor Rules of Behavior https://www.tms.va.gov/va_content/10176_FY16_VA_Privacy_and_Info_Sec_Awareness_and_ROB_WBT_09-17-2015_v1.4/docs/Contractor%20Rules%20of%20Behavior.pdf VA Privacy and Information Security and Rules of Behavior https://www.pugetsound.va.gov/docs/VAPrivacyandInfoSecAwareness.pdf NIST Special Publication 800-16 http://nvlpubs.nist.gov/nistpubs/Legacy/SP/nistspecialpublication800-16.pdf Information Technology Security Training Requirements https://www.state.gov/documents/organization/214649.pdf CFR 38 Part 4 Disability Ratings https://www.law.cornell.edu/cfr/text/38/part-4 30 CFR Part 70 Mandatory Health Standards https://www.law.cornell.edu/cfr/text/30/part-70 38 CFR 70.30 Payment Principles https://www.gpo.gov/fdsys/granule/CFR-2011-title38-vol2/CFR-2011-title38-vol2-sec70-30