Q512--Ohio Optical Dispensing Services
SOURCES SOUGHT NOTICE This sources sought notice is for informational and planning purposes only and shall not be construed as a solicitation or as an obligation or commitment by the Government. This notice is intended strictly for market research. This is a sources sought request only. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The Department of Veterans Affairs VISN 10 Network Contracting Office 10, serving Indiana, Michigan, and Ohio VA Medical Centers, is conducting a market survey to help determine the availability and technical capability of qualified service-disabled veteran-owned small businesses, veteran-owned small businesses, small businesses, and/or HUBZone small businesses capable of serving the needs identified below. This sources sought notice is for open market as well as Federal Supply Schedule services. The purpose of this notice is to gain knowledge of potential qualified sources and their size classification/socioeconomic status (service-disabled veteran owned small business, veteran owned small business, women owned small business, HUB Zone, 8(a), small business, or large business), relative to NAICS 621320. Responses to this notice will be used by the Government to make appropriate acquisition decisions. A solicitation is not currently available. If a solicitation is issued, it will be announced on the System for Award Management (SAM) federal business opportunities website https://sam.gov/content/home at a later date, and all interested parties must respond to that solicitation announcement separately from the responses to this announcement. Your responses to the information requested will assist the Government in determining the appropriate acquisition method, including whether a set-aside is possible. PLEASE NOTE THAT THIS IS NOT A REQUEST FOR PROPOSAL; NO SOLICITATION EXISTS AT THIS TIME. PROJECT REQUIRMENTS: Background The VISN 10 VA medical facilities have a need to purchase nonpersonal services to provide optical dispensing for the VA Medical Centers (VAMC), Community Based Outpatient Clinics (CBOCs), and other clinics located tough the state of Ohio and its surrounding states. The VISN 10 VA medical facilities are seeking to procure optical dispensing services that can meet or exceed our required specifications. As a result of this sources sought and market research, a solicitation will be publicly posted to SAM.gov as well as sent to interested vendors regarding this requirement. The goal of this sources sought is to establish if there may be any small business vendors that can satisfy this requirement. Please advise if you can provide the service. Please submit all information to ContractA Specialist Brittany Musleve via e-mail at Brittany.musleve@va.gov no later than 2:00A P.M. Eastern Daylight Time on Wednesday, March 30, 2022. Anticipated Period of Performance: September 27, 2022 tough September 26, 2023, with four (4) option years. The intended delivery period is to be determined. Confidentiality of Information In accordance with FAR 52.227-14(b), the contractor shall guarantee strict confidentiality of the information/data that it is provided by the Government during the performance of the contract. The Government has determined that the information/data that the contractor will be provided during the performance of the contract is of a sensitive nature and cannot be disclosed in any manner. The contractor, in whole or in part, can only make disclosure of the information/data, after the contractor receives prior written approval from the Contracting Officer. Whenever the contractor is uncertain with regard to the proper handling of information/data under the contract, the contractor shall obtain a written determination from the Contracting Officer. Interested firms responding to this sources sought notice must adhere to the following: (a) Provide a capability statement demonstrating relevant experience, skills, and ability to fulfill the Government's requirements for the above. The capability statement should contain sufficient detail for the Government to make an informed decision regarding your capabilities; however, the statement should not exceed 10 pages. (b) The capability statement must identify the responder's business type and size. (c) The capability statement must provide company name and address, point of contact, phone/fax/email and NAICS Code(s). (d) All capability statements must be submitted to Contract Specialist Brittany Musleve via e-mail at Brittany.musleve@va.gov no later than 2:00 P.M. Eastern Daylight Time on Wednesday, March 30, 2022. THIS NOTICE IS NOT A REQUEST FOR PROPOSALS. This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization s qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis and solicitation may be published in SAM. However, responses to this notice will not be considered adequate responses to a solicitation. Confidentiality: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). A determination by the Government to proceed with the acquisition as a set-aside is within the discretion of the Government. If capability statements are not received from at least two responsible businesses by the response date or if the Government determines that no small business concerns are capable of performing this requirement based upon an evaluation of the capability statements submitted, the Government may proceed with a full and open competition. Ohio Optical Dispensing Services General: This is a nonpersonal services contract to provide optical dispensing services for the VA Medical Centers (VAMC), Community Based Outpatient Clinics (CBOCs), and other clinics located tough the state of Ohio and its surrounding states. The Government shall not exercise any supervision or control over the personnel performing the services described herein. Such personnel shall be accountable solely to the contractor who, in turn, is responsible to the Government. Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, off-site facilities, transportation, tools, materials, supervision, and other items and nonpersonal services necessary to fitting, ordering, adjusting, conducting minor repairs, and education for dispensing eyeglasses to Veterans in the Ohio VA service area, as defined in this PWS, except for those items specified as government furnished property and services. The Government will provide some spaces for performance, and some will be furnished by the contractor (within 10 miles or a 20-minute drive of the current VA facility address). Background: VISN 10 fabricates eyeglasses for the VISN 10 VAMCs and their supporting CBOCs and clinics. While the eyeglasses are manufactured at the VISN 10/12 Optical Lab, VISN 10 requires on-site dispensing services. These on-site dispensaries will serve various functions. The contractor shall provide all labor, equipment, materials, supplies, and supervision necessary for eyeglass dispensary services, to include functions such as fitting, ordering, adjusting, dispensing, repairing (minor), and education. 1.3 Scope Summary: The Government intends to enter into one Indefinite Delivery Indefinite Quantity contract with a contractor which clearly outlines the contractor s obligations regarding ordering and dispensing eyewear to Veterans within the framework of established VA guidelines and practices. VISN 10 anticipates awarding one (1) Firm-Fixed Price contract. The awarded contract will contain one (1) base period and four (4) option periods (See Price Schedule for performance periods). The sites covered by this requirement shall include VAMCs, CBOCs, and clinics, as detailed in section 1.5.5 below. 1.4 Period of Performance: To be determined. 1.5 General Information: 1.5.1 Quality Control: The contractor shall develop and maintain an effective Performance Monitoring Plan to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. 1.5.2 Quality Assurance: The Government shall evaluate the contractor s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). 1.5.3 Recognized Holidays: New Year s Day Labor Day Martin Luther King Jr. s Birthday Columbus Day President s Day Veteran s Day Memorial Day Thanksgiving Day Juneteenth Independence Day Cistmas Day Independence Day 1.5.4 Hours of Operation: The contractor is responsible for conducting business during the hours of business for each site they are supporting. This includes the hours when the site is in operation/open for appointments, Monday tough Friday, and may include Saturday hours as determined by the facility. The contractor is not responsible for conducting business on the recognized holidays listed in section 1.5.3, or when the Government facility is closed due to local or national emergencies, administrative closures, or similar Government-directed facility closures or moves. The contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. An adequate workforce includes operating hours as well as staffing levels to support workload demand. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the workforce are essential to successful performance. 1.5.5 Place of Performance: The work to be performed under this contract will be performed at/nearby*: Chillicothe VAMC 17273 State Route 104, Chillicothe, OH 45601 Athens CBOC 510 West Union Street, Athens, OH 45701 Cambridge CBOC 2146 Southgate Pkwy., Cambridge, OH 43725 Lancaster CBOC 1550 Sheridan Drive - Suite 100, Lancaster, OH 43130 Portsmouth CBOC 840 Gallia Street, Portsmouth, OH 45662 Marietta CBOC 418 Colgate Drive, Marietta, OH 45750 Wilmington Outreach Clinic 448 West Main Street, Wilmington, OH 45177 A A Cincinnati VAMC 2929 Highland Avenue, Cincinnati, OH 45220 Bellevue CBOC 103 Landmark Drive - Suite 300, Bellevue, KY 41073 Florence CBOC 7310 Turfway Road, Suite 540, Florence, KY 41042 Hamilton CBOC 1755-C South Eire Highway, Hamilton, OH 45011 Lawrenceburg CBOC 1600 Flossie Drive, Greendale, IN 47025 Clermont County CBOC 4600 Beechwood Road, Cincinnati, OH 45244 Georgetown CBOC 474 Home Street, Georgetown, OH 45121 A A Louis Stokes Cleveland VAMC 10701 E. Boulevard, Cleveland, OH 44106 Akron CBOC 55 W. Waterloo, Akron, OH 44319 Canton CBOC 733 Market Avenue South, Canton, OH 44702 New Philadelphia CBOC 1260 Monroe Avenue - Suite 1A, New Philadelphia, OH 44663 Lake County VA CBOC 35000 Kaiser Court, Willoughby, OH 44094 East Liverpool/Calcutta CBOC 15655 State Route 170 - Suite A, Calcutta, OH 43920 Lorain CBOC 5275 North Abbe Road, Elyria, OH 44035 Sandusky CBOC 1912 Hayes Avenue, Sandusky, OH 44870 Mansfield CBOC 1025 South Trimble Road, Mansfield, OH 44906 Youngstown CBOC 1815 Belmont Avenue, Youngstown, OH 44505 Parma CBOC 8787 Brookpark Road, Parma, OH 44141 A A Chalmers P. Wylie ACC 420 N. James Road, Columbus, OH 43219 Newark CBOC 1855 W. Main Street, Newark, OH 43055 Grove City CBOC 5775 N. Meadows Drive, Grove City, OH 43123 Zanesville CBOC 2800 Maple Avenue, Zanesville, OH 43701 Marion CBOC 1203 Delaware Avenue, Marion, OH 43224 A A Dayton VAMC 4100 W. Third Street, Dayton, OH 45428 Lima CBOC 1303 Bellefontaine Avenue, Lima, OH 45804 Richmond CBOC 1010 N. J Street, Richmond, IN 47374 Springfield CBOC 512 South Burnett Road, Springfield, OH 45505 Middletown CBOC 4337 North Union Road, Middletown, OH 45005 *These locations may change toughout the life of the contract as the needs of the VA change. This contract covers any site moves or government furnished space changes deemed fair and reasonable by the administrative contracting officer. 1.5.6 Type of Contract: The Government intends to award one Indefinite Delivery Indefinite Quantity Contract. 1.5.7 Security Requirement and Background Checks: The contractor shall be given beneficiary information that may include the Veteran s name, residential address, telephone number, and social security number. Beneficiary information is confidential and is protected under the Privacy Act of 1974 and the Healthcare Insurance Portability and Accountability Act of 1996 (HIPAA). Any individual making unauthorized disclosures may be criminally liable for violations under the Acts. The contractor shall not use or further disclose beneficiary information in a manner that would violate the Federal privacy and confidentiality statutes. The contractor shall receive privacy training before performance begins on this contract and annually thereafter tough the VA s Training Management System (TMS). Completion certificates shall be faxed to the Contracting Officer s Representative (COR). Any electronic communication that includes HIPAA information shall be done tough PKI encrypted e-mail. Once TMS training is completed and training certificates for the required information security and privacy training courses are provided to the COR, and the VISN 10 Unified Access Request form has been submitted by the COR, the contractor may be granted access to VISTA and/or previous prescription data needed for prescriptions, troubleshooting fitting, etc. The appropriate access is determined by the COR. The contractor shall maintain positive control over any government issued items such as the following: Keys Government Computers Sample Eyeglass Frames Fax Machines (where applicable) All items and Government areas shall be secured when not in use. 1.5.8 Special Qualifications: Vendor will be qualified to educate and assist the Veterans in the proper choice, use, and care of their eyewear. In addition to frame selection, the vendor will be responsible for all measurements and fitting of eyewear. Appropriate state licensure/certifications will be required if deemed necessary by the state. Vendor shall provide appropriate professional business license(s) within the state or states required per each facility serviced. Vendor shall also comply with any other federal, state, and local law applicable to the industry. 1.5.9 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the contracting activity, in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer (CO), COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings, the CO will apprise the contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be attended at no additional cost to the Government. 1.5.10 Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The CO will issue a letter of designation to the COR and a copy will be provided to the contractor. This delegation will state the responsibilities and limitations of the COR. The COR is not authorized to change any of the terms and conditions of the contract. 1.5.11 Key Personnel: The follow personnel are considered key personnel by the government: Contracting Officer Contracting Officer s Representative A Prosthetics & Sensory Aids Service (PSAS) Representative will be located at each of the VAMC facilities. The contact information for the PSAS Representative will be provided to the contractor upon contract award. A PSAS Representative has the exclusive responsibility for determining eligibility and necessity for VA Prosthetic goods and services, e.g., eyeglasses. The PSAS Representative also coordinates and resolves problems related to such goods and services. Any matter that cannot be resolved by a PSAS Representative will be referred to the COR. Any matter than cannot be resolved by a COR will be referred to the CO. The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the CO. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available during regular working hours, Monday tough Friday except on the recognized holidays listed in section 1.5.3 or when the Government facility is closed due to local or national emergencies, administrative closures, or similar Government-directed facility closures or moves. 1.5.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. All employees shall wear identification on the outside of their attire while under performance under this contract. The identification tag shall indicate that he or she is a contractor and include his or her first and last names. These may be either Government (Contractor PIV) or contractor-issued identification tags. 1.5.13 Contractor Required Dress Code: All employees involved in the performance under this contract shall dress in accordance with local VA medical center policies. PART 2 DEFINITIONS & ACRONYMS 2.0 Definitions and Acronyms 2.1 Definitions: ACCEPTABLE QUALITY LEVEL (AQL). The AQL expresses the allowable variation from the standard that will result in an acceptable level of quality (100% unless otherwise stated) that is the maximum allowable error rate or variation from the standard. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime. CONTRACTING OFFICER. A person with authority to enter into, administer, and/or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government. CONTRACTING OFFICER S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement. DELIVERABLE. Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal. NOT TO EXCEED (NTE). The price and/or quantity that the contract or purchase order shall not exceed. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property. QUALITY ASSURANCE. The Government procedures to verify that services being performed by the contractor are performed according to acceptable standards. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be utilized by the Government for surveillance of contractor performance. QUALITY CONTROL. All necessary measures taken by the contractor to assure that the quality of an end product or service shall meet contract requirements. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor. WORK DAY. The number of hours per day the contractor provides services in accordance with the contract. WORK WEEK. Monday tough Friday, unless specified otherwise. 2.2 Acronyms: ACOR Alternate Contracting Officer's Representative AQL Acceptable Quality Level CFR Code of Federal Regulations CBOC Community Based Outpatient Clinic CO Contracting Officer CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer s Representative COTR Contracting Officer's Technical Representative COTS Commercial-Off-the-Shelf FAR Federal Acquisition Regulation HIPAA Health Insurance Portability and Accountability Act of 1996 NTE Not to Exceed OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Plan QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program TE Technical Exhibit VAAR Veteran s Administration Acquisition Regulation VHA PM Veteran s Health Administration Procurement Manual PART 3 CONTRACTOR FURNISHED ITEMS AND SERVICES 3.0 Contractor Furnished Items and Responsibilities: 3.0.1 Services: The contractor shall provide: All labor (complying with Service Contract Act wage determinations), equipment, materials, supplies, and supervision. All appropriate state licensure/certifications deemed necessary by the state. Documentation showing initial employee orientation and on-going training, which demonstrates the employee s knowledge, experience, and competence are appropriate for his/her assigned responsibilities. The vendor shall document assessment of employee competency. As a part of the employee s initial orientation, the vendor shall provide an orientation on the VA and on the requirements of this contract. Training topics should cover all aspects of the services provided under this contract, including patient confidentiality, patient safety and risk assessment, HIPAA, Remote Order Entry (ROE), VISTA, communicating safe use and care of equipment to patients and caregivers, and infection control procedures. The vendor assures all personnel comply with all current and future VA requirements such as safety, ethics, and HIPAA, required of business associates, which may also include TMS training assignments. A high degree of professionalism and understanding must be demonstrated when the vendor s employees interact with patients. Vendor s employees are expected to be discreet and tactful and demonstrate concern, compassion, and patience. Some patients have physical disabilities or conic illnesses that influence their behavior and lifestyle. Any verbal or physical abuse, or unprofessional behavior or conduct toward a patient and/or caregiver will not be tolerated. The VA reserves the right to request the removal of any employee from performance of services under this contract if his/her behavior and/or level of services provided are not in strict accordance with the requirements of this contract. Vendor employees should provide superior customer service and answer all patient or VA staff inquiries no later than 5:00 P.M. the following business day. The vendor shall make employee records including training documentation available for review by the COR. This request may be made during visits to the vendor s facility, or the vendor may be requested to submit the documentation to the COR s location. The vendor shall provide a list to the COR that identifies employee s location and the type of services he/she provides. The initial list shall be submitted 10 days prior to performance beginning under the contract. The Government will perform unannounced site visits to any vendor facilities or off-site locations at the Government s discretion. Appropriate professional business certifications/licensure within the state(s) required per each facility serviced. All applicable documentation shall be provided annually to the COR. 3.0.2 Materials: The contractor shall provide furniture (unless the Government provides it at a Government facility); a lensometer; and basic tools and materials for adjusting and completing simple repairs (e.g., to nose pads or screws, and adjustments) to eyeglasses at all dispensing locations appropriate to the size of the location (Government or contractor furnished) and estimated quantity of customers. The contractor is responsible for display boards, equipment, and tools required for the display of frames. The Government will provide fax machine and/or printers at all Government facilities where required (including to any location without ROE capabilities). The contractor is responsible for providing fax machines and/or printers at all off-site locations. 3.0.3 Facilities: The contractor will be responsible for providing spaces/facilities to perform under the contract for the following locations (within 10 miles or a 20-minute drive of current VA facility address): Main VAMC Location Chillicothe Athens OH Chillicothe Cambridge OH Chillicothe Lancaster OH Chillicothe Marietta OH Chillicothe Portsmouth OH Cincinnati Greendale IN Cincinnati Florence KY Cincinnati Bellevue KY Cincinnati Clermont OH Cincinnati Hamilton OH Cincinnati Georgetown OH Cleveland New Philadelphia OH Cleveland Sandusky OH Cleveland East Liverpool OH Cleveland Warren OH Cleveland Ravenna OH Columbus Newark OH Columbus Marion OH Columbus Zanesville OH Dayton Lima OH Dayton Richmond IN Dayton Springfield OH Dayton Middletown OH *These locations may change toughout the life of the contract as the needs of the VA change. This contract covers any site moves or government furnished space changes deemed fair and reasonable by the administrative contracting officer. **If adequate off-site location coverage is not available, vendor is responsible for working with COR to determine space and needs required to perform services on-site at VA location. PART 4 GOVERNMENT FURNISHED ITEMS AND SERVICES 4.1 Government Furnished Items and Responsibilities: 4.0.1 Equipment: The government will supply the following equipment for use under the contract: Government computer for all locations Sample eyeglass frames for all locations Fax machines (as needed) 4.0.2 Materials: The government shall supply the following materials for use under the contract: Frame selection kit for all locations 4.0.3 Facilities: The VA will provide space at the following locations. Each location will include lights, telephone, climate control, desk, office chair, patient chair, adequate storage, computer, and secured area. Location Total Estimate for Ordering Period # 1 VACBOC AKRON 2,587 VACBOC CANTON 2,587 VACBOC LORAIN 1,360 VACBOC MANSFIELD 1,587 VACBOC PARMA 2,668 VACBOC YOUNGSTOWN 2,342 VAMC CHILLICOTHE 7,901* VAMC CINCINNATI 9,730* VAMC CLEVELAND 9,168* VAMC COLUMBUS 13,188* VAMC DAYTON 10,390* VACBOC LAKE COUNTY 1,639 VACBOC GROVE CITY 907 Total Estimate for Ordering Period # 1 66,054 *Denotes locations where off-site volume was included in estimates **These locations may change toughout the life of the contract as the needs of the VA change. This contract covers any site moves or government furnished space changes deemed fair and reasonable by the administrative contracting officer. PART 5 SPECIFIC TASKS 5.0 Specific Tasks: 5.0.1 Specific Task # 1: The contractor shall provide the following services when fitting for or dispensing eyeglasses: Vendor will fit the Veteran with the proper frame style for the Veteran and his/her prescription. Vendor will determine the pupillary distance (P.D.), segment height, and/or optical center (OC) height. Vendor will troubleshoot any optical issues before sending the Veteran back to the eye clinic. Vendor will fit and adjust glasses for the Veteran. Vendor will perform minor repairs on glasses (i.e., adjust nose pads and screws and make other minor adjustments). Vendor will educate Veterans on the advantages and disadvantages of different segment styles. Vendor will only use VA sample frames as sample/trial frames. Sample frames shall not to be sold or issued to Veterans or used for repairs. Vendor will wash/sanitize hands and all sample frames and surfaces used between each patient with VA-approved sanitizer as part of infection control requirements. Vendor shall be required to obtain access to the VA s ROE and enter prescription and patient measurements into the system. Vendor shall ensure that all information needed to fabricate the eyewear is included in the ROE. Vendor shall be required to maintain a high level of accuracy when entering orders into ROE. Frequent optician errors should be addressed by the vendor and additional training documented. Vendor shall use the VA s ROE unless it is not available. For off-site vendors, the off-site vendor shall fax orders to an on-site vendor location for order entry. Every faxed order shall include a cover sheet, location, and account number if not using the ROE system. In the event ROE is not operational, the vendor shall fax orders to the VISNA 10/12 Optical Lab only on a contingency basis and only with the approval of the VISN 10/12 Program Manager and COR. Vendor shall be required to obtain access to VISTA and add a comment to patient s electronic consult indicating when the patient ordered glasses. Vendor may not batch orders for more than one day. Vendor shall respond to all voicemail, My HealtheVet Messages, and inquiries from Veterans, family members, or VA staff no later than 5:00 P.M. the following business day. Vendor awarded this contract must enter into an agreement with the Veteran Canteen Service for sale of goods on government property. This agreement will include a commission payment on retail sales to the Veteran Canteen Service. This refers to the eyeglasses sold to the Veteran/family/employees that are NOT part of the VA benefits. It is a requirement for any goods sold at VA facilities. Vendor shall offer a retail selection of frames, lenses, and add-on options for Veteran/family/employees to choose from at their expense. Vendor shall not attempt to upgrade eyewear by selling add-ons; the add-ons must solely be at the request of the Veteran. If a Veteran is eligible for eyewear, he/she should choose from the collection provided from the VISN 10/12 Optical Lab. Vendor shall ensure that the dispensary is open and staffed during the same hours as the eye clinic and that it is capable of providing services to patients based on the government provided estimates. Each site should be staffed with the appropriate amount/type of personnel to provide adequate services to the estimated number of customers as provided by the government for each site. Dispensing sites that have two or more personnel shall be open during lunch period. Locations that have one personnel may be closed to meet legal requirements for lunch and breaks. 5.0.2 Specific Task # 2: The contractor shall conduct the ordering, delivery, and inspection functions of the eyeglasses in accordance with the following: The VISN 10/12 Optical Lab will ship all completed eyeglasses to the appropriate location and include packing slips for verification. If discrepancies are found, the vendor must notify the VISN 10/12 Optical Lab within 24 hours after discovery of the discrepancy. Vendor will notify the Veteran when glasses are ready for pick up, no later than the next business day after delivery. Vendor will fit and adjust on site (preferred method) or mail glasses to the Veteran s home if the Veteran requests them to be mailed. Vendor will be responsible for all shipping/mailing costs. The vendor shall have a confirmation of delivery (i.e., UPS, FEDEX with tracking number, or USPS certified mail (no signature required)). The vendor will document the dispensing date or if mailed, the shipping date in VISTA or comparable VA software program regardless of the dispensing method chosen by the Veteran. The vendor is responsible for tracking all packages until delivery. Any packages left in status other than delivered are the responsibility of the vendor to resolve within seven (7) business days of expected delivery date. Vendor will provide the local Prosthetic service with a copy of the VISN 10/12 Optical Lab invoice and an invoice for dispensing fees. The dispensing fee invoice shall be in Excel format. The invoice must be typed and at minimum, list the patient s last name, first name, the last four of their social security number, consult number and the date the eyeglasses were dispensed to the Veteran or shipped. This will be done for each individual pair of eyeglasses dispensed to the Veteran or shipped. Vendor is responsible for shipments sent to the VISN 10/12 Optical Lab including Patient Owned Frames (POFs). All shipments will be sent via a carrier that can be tracked and must include a packing slip with patient s name, last 4, optical shop account number, and a detailed description of items in the shipment. Vendor shall ensure that all information needed to fabricate the eyewear is included on the order form sent to the VISN 10/12 Optical Lab no later than 5:00A P.M. the following workday. Vendor will bring any quality issues to the attention of the VISN 10/12 Program Manager or COR within 24 hours of receipt of the eyewear. Vendor will receive prescription consult from Optometrist and enter the prescription and patient measurements into the ROE system (where available). Vendor shall ensure that all information needed to fabricate the eyeglasses is included in the ROE system. The ROE system goes directly to the VISN 10/12 Optical Lab. Vendor shall use the VA s ROE unless it is not available. Vendor s third party, off-site locations may not have access to ROE. In those cases, the third party/off-site vendor shall send orders to the on-site vendor s location of choice and the on-site vendor will be responsible for entering into ROE. ROE system will allow optician to view the status of the eyeglasses, including whether they have been dispensed or shipped. Vendor can enter notes, including but not limited to special instructions to the lab using the ROE. 5.0.3 Specific Task # 3: The contractor shall provide to the COR or designee the following monthly reports, submitted via email, no later than five (5) business days following the end of the previous month: Patient Satisfaction Survey: A survey which the contractor is required to develop and update as needed. The survey will be approved by the Government prior to use. Contractor shall ensure a minimum of 50 patients per month complete the survey at each VAMC and at each of its associated CBOCs and clinics. Timeliness Report: Measure turnaround times from point of initial contact (fitting) to eyeglasses being dispensed. The report will include at a minimal the following: The location, date of fitting, optical lab order date, receipt date from optical lab and date dispensed/mailed to patient. Quality Report: Evaluate any issues with eyeglass frames, lenses and document the findings, recommendations and actions taken (this report addresses common problems with eyeglasses received from the lab). PART 6 ATTACHMENT/TECHNICAL EXHIBIT LISTING 6.0 Attachment/Technical Exhibit List 6.0.1 Attachment/Technical Exhibit List Performance Requirements Summary: Performance Requirements Summary Performance Objective Standard Required Adherence Level The contractor shall provide services when fitting for or dispensing eyeglasses. All customers serviced (See section 5.0.1 of PWS). 100% The contractor shall order, accept delivery, and inspect all eyeglasses upon receipt. All orders (See section 5.0.2 of PWS). 98% The contractor shall provide all reports to the government as required. All reports received within five business days of the end of the previous month (See section 5.0.3 of PWS). 95% The contractor shall provide all completed orders to the optical lab no later than 5:00 P.M. the following business day. All orders (See section 5.0.2 of PWS). 99% The contractor shall respond to all voicemails, My HealtheVet Messages, and inquiries from Veterans, family members, or VA staff no later than 5:00 P.M. the following business day. All customers serviced (See section 5.0.1 of PWS) 100% The Contractor shall monitor staff compliance to ensure limited optician errors. All orders (See section 5.0.1 of PWS). No more than two (2) optician errors per optician, per calendar month DISCLAIMER This RFI is issued solely for information and planning purposes only and does not constitute a solicitation. All information received in response to this RFI that is marked as proprietary will be handled accordingly. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this RFI.
36C25022Q0416 Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 10
3/16/22, 11:31 AM