Sources Sought-AUG WC.pdf

Sources Sought Notice

*= Required Field Sources Sought Notice

SUBJECT* Augusta WC Sources Sought

GENERAL INFORMATION

CONTRACTING OFFICE’S ZIP CODE* 29403-5799

SOLICITATION NUMBER* 36C24725Q0264

RESPONSE DATE/TIME/ZONE 04-18-2025 08:00 EASTERN TIME, NEW YORK,

USA

ARCHIVE 15 DAYS AFTER THE RESPONSE DATE

RECOVERY ACT FUNDS N

SET-ASIDE

PRODUCT SERVICE CODE* V212

NAICS CODE* 485991

CONTRACTING OFFICE ADDRESS

Department of Veterans Affairs Ralph H. Johnson VA Medical Center 109 Bee Street Charleston SC 29403-5799

POINT OF CONTACT*

Thomas Nicholls Thomas.Nicholls@va.gov

PLACE OF PERFORMANCE

ADDRESS Augusta VA Medical Center 1 Freedom Way Augusta, GA 30904

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

This is not a solicitation announcement. This is a sources sought synopsis for market research purposes ONLY. The purpose of this synopsis is to gain knowledge of potential qualified vendors that can provide the Wheelchair Transportation Service relative to NAICS 485991( Special Needs Transportation sources) (size standard of $19.0 Million).

Responses to this synopsis will be used by the Government to make appropriate acquisition decisions. After review of the responses to this source sought synopsis, a solicitation announcement may be published in the FedBizOpps or GSA eBuy websites. Responses to this sources sought synopsis are not considered adequate responses to the solicitation announcement. All interested offerors will have to respond to the solicitation announcement in addition to responding to this source sought announcement. The Department of Veterans Affairs, Network 07 Contract Office, is seeking sources to provide:

Wheelchair Transportation Service for the Augusta VA Medical Center

If you are interested and can provide the required supplies, please provide the requested information as indicated below.

All RFI’s must provide the following information in this format:

1. Company Name:

Address:

Phone Number:

2. Point of Contact:

Email:

Phone Number:

3. Company Unique Entity ID (Found at SAM.GOV)

4. Company Business Size (Large, SDVOSB, Small etc.)

5. Estimated Delivery Date.

All RFI’s must provide the answers to the following questions:

(1) Is your company considered small under the NAICS code identified under this RFI?

(7) Please provide general pricing for your /solutions for market research purposes.

(8) Please submit your capabilities regarding the Performance Work Statement to establish capabilities for planning purposes.

Responses to this notice shall be submitted via email to: Thomas.Nicholls@va.gov

Telephone responses will not be accepted. Responses must be received no later than 04/17/2025 at 08:00 AM EST. If a solicitation is issued it shall be announced later, and all interested parties must respond to that solicitation announcement separately from the responses to this request for information. Responses to this notice are not a request to be added to a prospective bidders list or to receive a copy of the solicitation.

Performance Based Work Statement Charlie Norwood VA Medical Center

Augusta, Georgia Wheelchair Transportation Service

1. 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 equipment to provide Wheelchair Van 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 facilities 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.

1.2 Background:

The services for wheelchair van 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.

Payment by VA under this contract to a provider of wheelchair transportation services authorized under this contract extinguishes any and all liability on the part of the VA BENEFICIARY for that transportation service. UNDER NO CIRCUMSTANCES ARE VA BENEFICIARIES, THIRD PARTY

INSURANCES, MEDICARE, OR MEDICAID TO BE BILLED FOR THE SERVICES PERFORMED

UNDER THIS CONTRACT.

2. 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

3. PERIOD OF PERFORMANCE

3.1 This will be a five (5) year contract with five (5) separate pricing periods.

4. PLACE OF PERFORMANCE

• Downtown Division located at 950 15th Street, Augusta, Georgia 30904

• Uptown Division located at 1 Freedom Way, Augusta, Georgia 30904

• Aiken CBOC located at 951 Millbrook Avenue, Aiken, South Carolina 29803

• Ray Hendrix Department of Veterans Affairs Clinic located at 658 Northside Drive East, Suite B, Statesboro, Georgia 30458

• Athens VA Clinic located at 9249 Highway 29, South, Athens, Georgia 30601

• All Community Care facilities within the following Zip Codes:

29164 29836 29850 30919 30807 30816 30901 29803 29824 30802 29166 29838 29851 30916 30808 30817 30903 29805 29826 30803 29828 29841 29853 30919 30809 30818 30904 29809 29037 30805 29829 29842 29856 29129 30810 30823 30905 29810 29666 30909 29831 29844 29860 29137 30812 30824 30906 29812 30456 30912 29832 29845 29899 29138 30813 30828 30907 29816 30434 30426 29834 29847 30819 29145 30814 30830 29006 29819 29070 29835 29848 30916 29146 30815 30833 29801 29821 29105 29932 29939 31303 30459 30822 31312 29918 29922 29923 30449 30450 30451 30452 30453 30455 30458 30460 30461 30464 30467 30471 30475 30429 30436 30438 30439 30441 30442 30446 31321 31329 30415 30417 30420 30421 30423 30425 30530 30538 30547 30549 30557 30565 30604 30520 30521 30529 30577 30601 30602 30605 30606 30607 30609 30619 30621 30622 30623 30624 30625 30627 30628 30629 30630 30633 30634 30641 30642 30646 30660 30662 30666 30667 30668 30669 30673 30677 30668 30669 30673 30677 30683

Other VA Medical Centers, Hospitals, or CBOCs within Veterans Integrated Service Network (VISN) 7 including, but not limited to:

VAMC Name Address Wm. Jennings Bryan Dorn Department of Veterans Affairs Medical Center

6439 Garners Ferry Road, Columbia, SC 29209-1638

Joseph Maxwell Cleland Atlanta VA Medical Center 1670 Clairmont Road, Decatur, GA 30033-4004 Birmingham VA Medical Center 700 South 19th Street, Birmingham, AL 35233-1927 Carl Vinson Veterans' Administration Medical Center 1826 Veterans Boulevard, Dublin, GA 31021-3620 Central Alabama VA Medical Center-Montgomery 215 Perry Hill Road, Montgomery, AL 36109-3725

Central Alabama VA Medical Center-Tuskegee 2400 Hospital Road, Tuskegee, AL 36083-5001 Ralph H. Johnson Department of Veterans Affairs Medical Center

109 Bee Street, Charleston, SC 29401-5799

Tuscaloosa VA Medical Center 3701 Loop Road East, Tuscaloosa, AL 35404-5099

5. HOURS OF OPERATION

5.1 Wheelchair Van 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(ex. a round trip(pick-up and drop-off )is considered 2 trips) within 50 miles for each applicable medical facility, the contractor shall receive the flat rate awarded for that trip. For any miles beyond the 50 mile radius the contractor will bill according to the rate identified on the contract.

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 refresh and monitor the VetRide system’s “Third Party Portal” during business hours, for transport requests to be submitted by CNVAMC transportation office.

6.12 If the CNVAMC transportation office (or AOD, if after hours) 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 “Canceled”. The contractor shall be https://third-party.vetride.va.gov/app/login https://third-party.vetride.va.gov/app/login 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.

7. 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) will not exceed (6) years beyond the year date of vehicle manufacture date.

7.2 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.

7.3 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.

7.4 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.

7.5 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.

7.6 Vehicles used for transportation of beneficiary(s) shall be equipped with hubcaps or wheel covers.

7.7 Vehicles used for transportation of beneficiary(s) shall have all body molding in place, or if removed, holes shall be filled and painted.

7.8 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.

7.9 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.

7.10 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.

7.11 Vehicles used for transportation of beneficiary(s) shall meet all safety and mechanical standards established by Local, State and Federal statutes and regulations.

7.12 Vehicles used for transportation of beneficiary(s) shall have windows and doors, which can be opened and closed in accordance with manufacturer standards.

7.13 Vehicles used for transportation of beneficiary(s) shall not have leaks of any kind.

7.14 Vehicles used for transportation of beneficiary(s) shall be equipped with a functioning horn.

7.15 Vehicles used for transportation of beneficiary(s) shall have operable seat belts on all seats.

7.16 Vehicles used for transportation of beneficiary(s) shall have fully charged, certified, and non-expired fire extinguisher.

7.17 Wheelchair vehicles shall have wheelchair tie-down straps and effective securing devices to secure both wheelchair and wheelchair occupants.

7.18 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.

7.19 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.

8. NAVIGATIONAL/GLOBAL POSITIONING SYSTEM REQUIREMENTS

8.1 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

9. 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.

11. 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.

12. 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.

13. 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 “VetRide Third Party Portal” during business hours, for transport requests to be submitted by CNVAMC transportation office. Trips will be sent to vendor via VetRide. Vendor will have the option to “Accept” or “Refuse” trip.

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 via VetRide to the contractor.

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. Vendor will have the option to “Accept” or “Refuse” trip.

14. WAIT TIME

14.1 Wait time is defined as 30 minutes spent waiting after a scheduled pick-up time to no fault of the contractor, such as when a beneficiary’s medical appointment has run late.

14.2 Each transport shall include thirty (30) minutes of wait time; the contractor may invoice for wait times in excess of this initial thirty (30) minutes. Wait time shall begin only once the contractor has both reached the pick-up address location and the appointment time has elapsed. All wait times shall be itemized and invoiced in fifteen (15) minute intervals. For partial fifteen (15) minute intervals, zero (0) to seven (7) minutes shall be rounded down to zero (0) minutes and eight (8) to fifteen (15) minutes rounded up to fifteen (15) minutes. 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 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;14.2

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

It has been determined that protected health information (PHI) may be used, disclosed, accessed, transmitted, created, stored/maintained, and/or destroyed (providing appropriate proof of destruction in compliance with VA Directive 6371) by the Contractor, and a signed Business Associate Agreement (BAA) will be required. The Contractor will adhere to the requirements set forth within the BAA, referenced in the solicitation, and will comply with all applicable VA/VHA Directives. Once awarded, Contractor and Contracting Officer will collaborate with the appropriate Facility Privacy Officer, 706- 733-0188 Etc.: 26262/27603 to implement the appropriate BAA.

GENERAL. This entire section applies to all acquisitions requiring any Information Security and Privacy language. Contractors, contractor personnel, subcontractors and subcontractor personnel will be subject to the same federal laws, regulations, standards, VA directives and handbooks, as VA personnel regarding information and information system security and privacy.

2. VA INFORMATION CUSTODIAL LANGUAGE. This entire section applies to all acquisitions requiring any Information Security and Privacy language. a. The Government shall receive unlimited rights to data/intellectual property first produced and delivered in the performance of this contract or order (hereinafter “contract”) unless expressly stated otherwise in this contract. This includes all rights to source code and all documentation created in support thereof. The primary clause used to define Government and Contractor data rights is FAR 52.227-14 Rights in Data – General. The primary clause used to define computer software license (not data/intellectual property first produced under this contractor or order) is FAR 52.227-19, Commercial Computer Software License.

b. Information made available to the contractor by VA for the performance or administration of this contract will be used only for the purposes specified in the service agreement, SOW, PWS, PD, and/or contract. The contractor shall not use VA information in any other manner without prior written approval from a VA Contracting Officer (CO). The primary clause used to define Government and Contractor data rights is FAR 52.227-14 Rights in Data – General.

c. VA information will not be co-mingled with any other data on the contractor’s information systems or media storage systems. The contractor shall ensure compliance with Federal and VA requirements related to data protection, data encryption, physical data segregation, logical data segregation, classification requirements and media sanitization.

d. VA reserves the right to conduct scheduled or unscheduled audits, assessments, or investigations of contractor Information Technology (IT) resources to ensure information security is compliant with Federal and VA requirements. The contractor shall provide all necessary access to records (including electronic and documentary materials related to the contracts and subcontracts) and support (including access to contractor and subcontractor staff associated with the contract) to VA, VA's Office Inspector General (OIG), and/or Government Accountability Office (GAO) staff during periodic control assessments, audits, or investigations.

e. The contractor may only use VA information within the terms of the contract and applicable Federal law, regulations, and VA policies. If new Federal information security laws, regulations or VA policies become applicable after execution of the contract, the parties agree to negotiate contract modification and adjustment necessary to implement the new laws, regulations, and/or policies.

f. The contractor shall not make copies of VA information except as specifically authorized and necessary to perform the terms of the contract. If copies are made for restoration purposes, after the restoration is complete, the copies shall be destroyed in accordance with VA Directive 6500, VA Cybersecurity Program and VA Information Security Knowledge Service.

g. If a Veterans Health Administration (VHA) contract is terminated for default or cause with a business associate, the related local Business Associate Agreement (BAA) shall also be terminated and actions taken in accordance with VHA Directive 1605.05, Business Associate Agreements. If there is an executed national BAA associated with the contract, VA will determine what actions are appropriate and notify the contactor.

h. The contractor shall store and transmit VA sensitive information in an encrypted form, using VA-approved encryption tools which are, at a minimum, Federal Information Processing Standards (FIPS) 140-2, Security Requirements for Cryptographic Modules (or its successor) validated and in conformance with VA Information Security Knowledge Service requirements. The contractor shall transmit VA sensitive information using VA approved Transport Layer Security (TLS) configured with FIPS based cipher suites in conformance with National Institute of Standards and Technology (NIST) 800-52, Guidelines for the Selection, Configuration and Use of Transport Layer Security (TLS) Implementations.

i. The contractor’s firewall and web services security controls, as applicable, shall meet or exceed VA’s minimum requirements.

j. Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor may use and disclose VA information only in two situations: (i) in response to a qualifying order of a court of competent jurisdiction after notification to VA CO (ii) with written approval from the VA CO. The contractor shall refer all requests for, demands for production of or inquiries about, VA information and information systems to the VA CO for response.

k. Notwithstanding the provision above, the…