36C25018Q9377-002.docx

STATEMENT OF WORK (SOW)

I. GENERAL DESCRIPTION

a. The Contractor shall furnish wheelchair van and car for hire (taxi) transportation services from date of award for one (1), five (5) year Indefinite-Delivery Indefinite Quantity Contract. This service is for eligible beneficiaries and their attendants, escorts, and caregivers of the Ann Arbor VA Health Care System (AAVAHCS), and its community based outpatient clinics (CBOC’s) on a twenty-four hour per day, seven days per week, 365 days per year. All transportation shall be provided in a safe manner.

b. Indefinite-Delivery Indefinite Quantity Contracts are unfunded. Subsequent Task Orders shall be issued to provide funding for each ordering period.

c. Estimated Quantities shall be provided for each annual period. The minimum guaranteed quantities shall be reflected in the Contract Clauses (Section C).

d. As necessary, the Contractor shall also safely transport the personal belongings (e.g. walker, wheelchair, luggage) that the beneficiary may have.

e. The services of this contract shall be used primarily for but not limited to; trips between the Ann Arbor VA Medical Center including its Community Based Outpatient Clinics, other VA medical centers, clinics both inside and outside of the state of Michigan, The University of Michigan Medical Center or other VA approved “non VA care” facilities, to and from nursing homes and patient homes both within and outside the state of Michigan on a twenty-four hour per day, seven days per week, 365 days per year basis. The VA does not guarantee any of these estimated quantities or any percentage of these estimated quantities; however, it is believed they are a realistic expectation of our requirements for the period of this contract.

f. Contractor shall provide or subcontract at contract rates all requests for transport received from the Ann Arbor VA medical center and its Community Based Outpatient Clinics including but not limited to transportation requirements both locally and from outlying areas.

g. Contractor shall notify the COR, VTS or the AOD as soon as possible of those instances in which the Contractor knows that he will be unable to provide the required service at any specific time. This notice shall enable the VA to secure the service elsewhere to meet the requirements. In the event the Contractor is not able to service runs for the AAVAHCS, inclusive of the main facility and all CBOC’s.

h. Should the Contractor sub-contract, the subcontract plan shall be provided to the Contracting Officer IAW Contract Terms.

i. Immediate Notification: It is the responsibility of the Contractor to immediately notify the AAVAMC ordering office when unable to make a pick-up or delivery by the exact time specified for previously scheduled trips; or unable to dispatch transportation to a designated pick-up point within the required time frame for scheduled or unscheduled requests for services. The immediate notification shall include the reason for the delay and whether the pick-up or delivery can be made at a later time and if so, specification of that time. However, it shall be the sole discretion of the AAVAMC ordering office to accept the later pick-up or delivery time, and based upon the reason for delay, present the delay for payment reduction or refuse the later pick-up or delivery time and order the services from another source (the applicable ordering office shall be the sole entity for determining when to request the services from another source), and present the reason for the delay to the CO as an occurrence. Based upon the reason for the delay, the Contractor may be charged with excess costs incurred by the AAVAMC in ordering the service from another source or other appropriate contractual action may be taken by AAVAMC. However, if the Contractor states that he/she will provide additional transportation upon a specific request of the VA and is unable to provide the additional transportation within one hour of the request, and if the Contractor fails to notify the VA ordering officer of this inability to so provide, the Contractor shall be required to pay any difference in costs. Failure to notify the VA of any instance of inability to provide a transportation may reflect upon the Contractor’s ability to perform under this contract and may constitute sufficient cause for termination of the existing contract.

j. For purposes of clarification, the Contractor shall be responsible for having sufficient vehicles and qualified personnel to meet the estimated annual requirements of the Veterans Affairs Ann Arbor Healthcare System (VAAAHS) and its CBOCs. The Contractor shall not be required to maintain a standby group of vehicles at any one time, but should use good business judgment in having sufficient vehicles to best meet our estimated requirements. If the Contractor provides more than the minimum number of vehicles required by this contract at any time, upon a specific request of VA during the contract period, the Contractor shall charge and VA will pay for such additional services only in accordance with the prices or rate of the Schedule by the Contractor.

II. DEFINITIONS

Commonly used terms and acronyms and their equivalent appear throughout this contract and shall have the following meanings:

a. ADMINISTRATIVE OFFICER of the DAY (AOD): The secondary (off tour) source for requests, contacts and signatures for transport.

b. ADD-ON TRIP: Initial request for same-day transportation that was not previously scheduled.

c. AMBULATORY: persons able to walk on his/her own.

d. ANN ARBOR VA HEALTH CARE SYSTEM (AAVAHCS): The main hospital and all CBOC’s as detailed in the “Places of Performance” in Section III.

e. BASE AREA: the first 30 loaded miles driven.

f. BASE RATE: rate paid for any trip 30 miles or less.

g. BENEFICIARY: Veterans family members and caregivers determined to be eligible by the VA for benefits.

h. BTO: Beneficiary Travel Office.

i. CBOC: Community based outpatient clinic. The AAVAMC has 3 primary CBOCs and 2 offsite clinics;

i. Jackson Michigan (JCBOC), 4328 Page Ave Michigan Center MI 49254

ii. Flint Michigan (FCBOC), 2360 S Lindon Rd Ste 300, Flint, MI 48532

iii. Toledo Ohio (TCBOC), 1200 S Detroit Ave, Toledo, OH 43614

iv. Green Rd Clinic: 2500 Green Rd, Ann Arbor, MI 48105

v. Packard Rd Clinic: 3800 Packard Rd, Ann Arbor, MI 48108

j. CAR FOR HIRE (TAXI): A vehicle hired to transport ambulatory patients or patients not requiring a wheelchair van to and from their medical appointments.

k. COMMON CARRIER: Transportation services provided to an eligible beneficiary for the purpose of meeting their medical appointments.

l. CONTRACTING OFFICER (CO): The person executing this contract on behalf of the Government (Only the Contracting Officer is authorized to make commitments to issue changes that shall affect the price, quantity, and quality or delivery terms of this contract).

m. CONTRACTING OFFICER'S REPRESENTATIVE (COR): The COR is an employee of the VA designated to perform specified contract administration activities, but is not given authority to enter into contractual agreements or modifications.

n. CONTRACTOR: A person/business and all authorized representatives thereof contracted to furnish supplies or services in accordance with the contract, at a specified price/rate.

o. DAYTIME TOUR: VAAAHS hours of operation during the day. Everything else is considered “off-tour”.

p. DRY RUNS: When Contractor arrives at passenger pick-up location, but due to circumstances that are both outside the control of the Contractor and unforeseeable, the passenger is not transported anywhere. (Ex. Veteran confirms availability for pick-up over the phone, but then refuses transportation after the Contractor has arrived at the Veteran’s residence.)

q. MILEAGE RATE: rate paid per mile for mileage over the base area/base rate. A Contractor may charge the base rate for each authorized one-way trip plus any mileage charges over the 30-mile base area.

r. MOBILITY MANAGER: A Supervisory Mobility Transportation Specialist assigned to manage the Veterans Transportation Program (VTP) component of the VAAAHS Veterans Transportation Service (VTS).

s. NORMAL BUSINESS HOURS: are between 6:01 am to 6:00 pm. After hours begin at 6:01 pm and end at 6:00 am.

t. ONE WAY: references the point from passenger pick up to point of passenger's designated delivery (drop off). All trips are to be billed “One way”.

u. Safe/safely/safe transportation/safely transported: Not exposed to harm or risk. Not likely to be harmed. Unhurt.

v. SPECIAL PASSENGER REQUIREMENTS: a person identified as being with limited mobility or needing minimal assistance. This assistance shall be stipulated on the travel request from the BTO at the time of request.

w. STRETCHER CHAIR: The Contractor shall have available a stretcher chair to transport beneficiaries who cannot be in an upright position due to the inability to put pressure on their lower extremities.

x. TIMELY: See the definition of “TOO EARLY” and “TOO LATE”. Timely shall include the period of time between these definitions.

y. TRAVEL TRIP (TRIP): identifies one-way travel from point of origin to destination.

z. TOO EARLY: passenger(s) arriving at appointment location more than 30 minutes before scheduled appointment.

aa. TOO LATE: passenger(s) arriving 15 minutes or more past their scheduled appointment.

ab. VAAAHS: Veterans Affairs, Ann Arbor Healthcare System to include the Main Medical Center, its clinics and CBOCs.

ac. VETERANS TRANSPORTATION SERVICE (VTS): The primary department to initiate requests for transport.

ad. WILL CALL RETURN: The term commonly used between the Contractor and the VAAAHS to describe the return transportation of a previously scheduled passenger. Since the duration of patient appointments are difficult to predict, VAAAHS will contact the Contractor when a passenger is ready for return transportation.

ae. NOTE: All times reflect Eastern Standard Time (EST).

III. PLACES OF PERFORMANCE

a. Ann Arbor VA Health Care System;

i. Ann Arbor VA Medical Center (AAVAMC), 2215 Fuller Rd, Ann Arbor, MI 48105

ii. Jackson Michigan (JCBOC), 4328 Page Ave Michigan Center MI 49254

iii. Flint Michigan (FCBOC), 2360 S Lindon Rd Ste 300, Flint, MI 48532

iv. Toledo Ohio (TCBOC), 1200 S Detroit Ave, Toledo, OH 43614

v. Green Rd Clinic: 2500 Green Rd, Ann Arbor, MI 48105

vi. Packard Rd Clinic: 3800 Packard Rd, Ann Arbor, MI 48108

b. Battle Creek VA Medical Center, 5500 Armstrong Road, Battle Creek, MI 49037

c. Detroit VA Medical Center, 4646 John R. St, Detroit, MI 48201

d. Saginaw VA Medical Center, 1500 Weiss St, Saginaw, MI 48602

e. Other Medical Centers, VAMC’s or otherwise, as deemed medically required by the AOD/COR within the State of Michigan and Northern/Central Ohio.

f. Other locations designated as “non-VA care” or “Choice Act locations”, where patients have VA approval for care as verified by the AAVAMC ordering Office

g. NOTE: Transport shall occur to/from the beneficiary’s residence to/from the facilities identified in this section. It is possible transport could occur from medical center to medical center based on the patients need and medical necessity. Approval shall be obtained prior to these transports.

IV. PERIOD OF PERFORMANCE

a. Estimated Period of Performance

i. Base Year: October 1, 2018 – September 30, 2023

b. The Period of Performance may be adjusted on a sliding scale based on time of award. Timeframes above reflect the earliest possible effective date.

V. RESPONSIBILITY OF THE CONTRACTOR

a. Contractor shall furnish non-emergent transportation twenty-four (24) hours a day, seven (7) days a week, and three hundred sixty-five (365) days a year to and from point of pick-up (typically patient’s residence, but may include any pickup points, to or from any floor, ward, nursing home, or medical center & or Doctors Office) to the VAAAHS or its CBOC’s for medical appointments and return to residence in a safe and timely manner.

b. Transportation will be required prior to 6AM or after 6PM Monday through Friday, or on weekends and federal holidays. The contractor shall be capable of providing this transportation. NOTE: The Federal Government observes the following Federal Holidays plus any other day designated a Federal Holiday by the President of the United States for the holiday rates:

i.

ii. New Year’s Day

iii. Martin Luther King Day

iv. Presidents’ Day

v. Memorial Day

vi. Independence Day

vii. Labor Day

viii. Columbus Day

ix. Veterans’ Day

x. Thanksgiving

xi. Christmas Day c.

d. Trips to or from any locations other than VAAAHS, it’s CBOCs or a patient’s residence shall be unauthorized unless approved by the COR, the Mobility Manager, or the AOD.

e. The VAAAHS may provide only one day or same day notice of each transport, but the Contractor shall be capable of providing this transportation timely.

f. Contractor shall be directly responsible for all work performance specified in the contract.

g. Contractor shall be responsible for furnishing all vehicles, personnel, equipment and supplies, vehicle fuel, and uniforms and other items or services necessary for performance of services under this contract.

h. Contractor shall comply with any, and all applicable State, local, Federal, Transportation and ADA Regulations relating to this kind of service where it shall be provided.

i. Contractor shall ensure that all drivers adhere to industry, Federal, state, local and ADA standards for wheelchair securement when securing occupied wheelchairs.

j. Contractor shall ensure that all wheelchair vehicles are equipped to Federal, state, local, ADA and industry wheelchair securement standards.

k. Contractor shall ensure all employees working under the contract for the VAAAHS undergo a criminal background check and have favorable results (no felonies).

l. Contractor shall ensure all Drivers have attained legal age (the age of 21) and shall maintain neat, clean and professional appearance.

m. Contractor shall ensure all Drivers have at minimum, one (1) year of experience as a licensed driver and ensure Drivers have a current, valid, State of Michigan or Ohio Driver’s License and are medically cleared to operate a motor vehicle.

n. Contractor shall provide adequate supervision at all times during which his/her employees are performing services to ensure satisfactory performance in accordance with the terms of the contract.

o. Contractor shall ensure all transportation requests come from authorized VAAAHS personnel (VTS Mobility Manager, AOD, or COR). A list of authorized VA personnel will be provided to the Contractor at time of contract award.

p. Contractor shall ensure that personal protective equipment (gloves) and spill kits are provided to Drivers to ensure they are adequately prepared to address biological fluids.

q. Contractor shall obtain vehicle insurance that meets the State of Michigan, Ohio and Indiana requirements and maintain such insurance and coverage throughout the life of the contract.

r. Contractor shall notify the Contracting Officer or the COR immediately of any changes in insurance and shall furnish all copies of new certificates or any terminations issued.

s. Contractor shall maintain contact and be available should the Driver need to contact them.

t. Contractor shall ensure that all contractor employees with access to VA sensitive information complete VA privacy and information security training.

u. Contractor shall maintain records for all drivers showing evidence of completion of all required training and certifications.

v. Contractor shall provide copies of licensure, proof of insurance, background checks, and any other requested information in conjunction with this contract at the time of contract award or within three (3) business days of a request. License requirement is to have license to operate common carrier (taxi) and wheelchair van (for hire vehicles) in both Michigan and Ohio.

w. Contractor shall allow service dogs to accompany a Veteran in the vehicle.

VI. DRIVER REQUIREMENTS

a. VAAAHS reserves the right to restrict any Driver who does not meet requirements of this contract, who violates Federal Regulations, or otherwise is identified as a potential threat to the security or the safety of our Veteran population from working under this contract. The restriction of such Drivers shall not relieve the Contractor from performing all the required services, in accordance with all terms, conditions, and schedules contained herein.

b. Drivers shall possess a valid State of Michigan or Ohio license (having passed the State of Michigan or Ohio Road Test).

c. Drivers shall demonstrate that they are medically cleared to operate the appropriate motor vehicle safely.

d. Drivers shall adhere to all federal, state, local, ADA and industry standards when securing occupied/unoccupied wheelchairs and ensure it is done in the safest manner possible.

e. Drivers shall report/escort passengers to the VTS Desk (Front desk at a CBOC) between 8:00am – 5:15pm or to the AOD office (both currently located outside of the emergency room, subject to change) after 5:15pm until 8:00am and on weekends / holidays.

f. Drivers shall escort passengers from inside the residence, medical center, clinic, to or from any ward or nursing home facility to the vehicle. Once transported, driver shall escort the patient into the destination. The patient shall be delivered by the driver to an authorized care giver or medical staff at the specified area. Under no circumstances shall a patient be left unattended at any point.

g. Patients shall be escorted by the driver to and from the Vehicle, at no time will patients be permitted to push or attend to another patient.

h. When a Driver arrives at the VAAAHS or its clinic to transport a passenger, the VTS, AOD or front desk will contact the appropriate unit to determine if the passenger is ready.

i. All patient travel vouchers for payment shall be signed by the VTP or AOD.

j. Driver shall be able to communicate with the passengers with respect and common courtesy (no cursing, swearing or slang), speak clearly, maintain eye contact when not in motion, and modify communications to accommodate hearing, visual and/or cognitive impairments of passengers.

k. Drivers shall assist passengers to fold/unfold and stow wheelchair when appropriate.

l. Drivers shall have a company issued picture identification that shall be worn at all times above the waist and in a manner that the picture and the name of the employee are visible.

m. Drivers shall comply with all Federal, state, local and ADA laws for seat belt and wheelchair securement usage and insure that their passengers are compliant at all times. NOTE: Should a passenger decline to comply or removes the seat belt himself/herself, the Driver shall notify the VTS (or AOD if after hours) prior to departure or upon arrival at destination. The Contractor is not required to transport any passenger who refuses to comply.

n. Drivers shall ensure there is no smoking allowed in the vehicle.

o. Drivers shall not use cell phones for personal use while actively transporting VA passengers but may be used in a hands-free mode to communicate with their dispatch office or VTS.

p. Some beneficiaries may require minimal assistance to transfer from a wheelchair or from a standing position into the Contractor’s vehicle. Drivers shall provide such assistance.

VII. DRIVER TRAINING REQUIREMENTS

a. Drivers shall have successfully completed a Basic First Aid Class once every two (2) years.

b. Drivers shall pass an accredited wheelchair securement course taught by a certified trainer on an annual basis.

c. Drivers shall know what to do and whom to call in a medical emergency or in the case of an accident.

d. Drivers shall complete four (4) hours of classroom instruction in Defensive Driving and have completed Abuse-Prevention Training.

e. Contractor shall ensure that all contractor employees with access to VA sensitive information complete VA privacy and information security training

VIII. VEHICLE REQUIREMENTS

a. VAAAHS reserves the right to inspect any vehicle and / or vehicle maintenance documentation. VAAAHS reserves the right to restrict the use of vehicles that need repair; or deemed unclean, unsafe, damaged (interior or exterior), and not in compliance with requirements. The restriction of such vehicles shall not relieve the Contractor from performance.

b. Vehicles shall be five years old or less (based on the date it was originally purchased), be equipped with seatbelts and shoulder harnesses, and maintained in good operating repair in accordance with the manufactures original specifications including being free from physical damage.

c. Vehicles shall be of a make and model to ensure safe and comfortable transportation of passenger’s and ease of entrance and egress depending on the requirement (i.e. conversion van, mid-size 4-door sedan).

d. Contractor shall ensure that all wheelchair vehicles are equipped to Federal, state, local, ADA and industry wheelchair securement standards.

e. Vehicles shall be clean and odor free with a professional appearance that is representative of the services being performed on behalf of the Department of Veterans Affairs.

f. Vehicles shall be equipped with properly functioning heater and/or air conditioning systems.

g. Vehicles shall have emergency communication equipment (furnished by the Contractor). Cellular phones and/or two-way radios are acceptable forms of communication equipment.

h. Vehicles shall be equipped with safety door locks (i.e. child door locks).

i. Vehicles shall be equipped with basic first aid kits, flashlights, warning triangles, ice scrapers, and blankets, these items shall be secured and stored in the vehicle in a manner that shall not compromise safety.

j. Each vehicle shall all have preventive maintenance information and/or repair logs. Logs shall be in chronological order, with the latest service action on top. Copies of these logs shall be provided within three (3) business day of a request.

IX. START-UP REQUIREMENTS

a. The contractor shall be ready to perform in full compliance with all contract requirements within 30 business days of contract start date. The contractor shall submit specific information on vehicles and drivers required for full performance at the time of offer submission.

b. The contractor is not required to have the fleet/drivers readily available in the performance location upon Contract Award. Full performance shall be in accordance with Section IX.a. of the Statement of Work.

X. PASSENGER PICK-UP REQUIREMENTS–SCHEDULED TRIPS

a. NOTE: Most passengers requiring transportation will reside within a 30-mile radius of the VA Ann Arbor Healthcare System or it’s CBOCs. The addresses of passengers will vary daily. The list of passengers will be provided to the Contractor by 5:00 p.m. on the day before pick-up by authorized individuals in the VAAAHS VTS. The government will provide the list of passengers to the contractor via one or more of the following methods:

i. Primary method: electronic message encrypted using the Public Key Infrastructure (PKI) system or another secure encryption system approved by the Government; OR

ii. Secondary methods: telephone or fax.

b. The Contractor shall ensure that passengers arrive for their appointments at VAAAHS a minimum of 15 minutes prior to the designated appointment time, but no earlier than 30 minutes prior to the designated appointment time.

c. The Contractor shall call the Veteran by telephone prior to pick up to confirm the Veteran's availability. If the passenger/care giver/spouse/family member/etc. answers, the Contractor shall confirm the passenger’s name and address. The Contractor shall also provide them with the estimated time of arrival (ETA).

d. If the Contractor is unable to confirm that the Veteran is available for pick up, they shall not go to the Veteran’s home (no charges shall be billed to the VA).

e. If the Contractor/Driver is connected to an answering machine or voicemail, the Contractor shall leave a message for the passenger to contact the VTS.

f. Contractor/Driver shall call their Dispatcher and inform them of the situation at which time the Contractor/Dispatcher shall contact the VTS/AOD for further instructions.

g. If the Veteran confirms availability over the phone, but then refuses transportation after the Contractor has arrived at the Veteran’s residence, the Contractor shall immediately notify Veterans Transportation Service.

h. Providing that the Driver and vehicle are following all contract requirements, this situation will be considered a “dry run” due to passenger refusal and the Contractor shall bill for a verified "dry run" at the rate specified in the schedule. The Contractor shall clearly identify all billing for “dry runs” on the invoice.

i. If the passenger is not available for pick-up, due to unforeseen circumstances outside the control of the Contractor, the Contractor will be paid the “dry-run” rate specified in the schedule.

j. If the patient/passenger declines a ride or requests something other than what is detailed on the pick-up list, the Contractor/Driver shall immediately call their Dispatcher and inform them of the situation. The Dispatcher shall contact the VTS/AOD for further instructions.

k. Once the Contractor’s Dispatcher has received a determination of if they should proceed, the Contractor’s Dispatcher shall immediately call their Driver to let them know what action they should take.

XI. RETURN TRIPS

a. NOTE: Many of the passengers that are transported to an appointment will need transportation from the AAVAMC or its CBOCs back to their residence after their appointment. Each return transportation trip will be ordered by the VTS/ADO as a one-way trip. The schedule of passengers sent to the Contractor will give the Contractor a rough approximation of the return trips that may be necessary.

b. The Contractor shall pick up the passenger within 30 minutes of a call from the VTS/AOD.

c. During day-tour hours, only passengers/patients who have “checked in” with the VTS will be scheduled for a return ride after their appointment.

d. For off-tour hours, only passengers/patients who have “checked in” with the AOD will be scheduled for a return ride after their appointment.

e. Passenger/patients who are admitted to the hospital will not be designated as a “Dry Run”.

XII. ADD ON TRIPS

a. The Contractor shall provide same day “add-on” transportation trips (trips that are not pre-scheduled and are not return trips) when ordered by the designated VAAAHS personal. Add-on trips may be one way or round trip, this will be determined at time of call. The contractor shall have adequate resources to provide Add-on trips.

b. These “add-on” trips may be required during and/or after normal work hours. Add-on trips will be placed by phone-in, electronically or by fax to the Contractor with the passenger’s name, pick-up location, and time and location of the appointment.

c. Contractor shall pick up the passenger within 30 minutes of a call from the VTS or the AOD requesting an add on trip or Contractor shall ensure passengers arrive at the appointment location between 15 and 30 minutes prior to the appointment time.

XIII. PASSENGER TRANSPORTATION RESTRICTIONS

a. Only the Driver, the Veteran with or without a working dog and any designated individuals when they have been approved by the VTS or AOD in advance shall ride in a vehicle.

b. The Contractor shall transport any designated individuals with the Veteran at no additional cost. There shall be no additional charges for Veterans who have a working dog.

c. Such designated individuals may include a beneficiary’s spouse, significant other, designated caregiver or the police.

d. The Contractor may seek approval to transport more than one passenger on a single trip on a case by case basis.

e. Approval to transport multiple passengers at a time shall be granted by the VTS or AOD.

f. The Contractor shall ensure all passengers are comfortable and that all passengers arrive at their designated appointment location 15 to 30 minutes prior to the appointment time.

g. The Contractor shall not transport VA passengers with any Non-VA customers of the Contractor.

XIV. WAIT TIME

a. Normal wait time shall be considered 15 minutes.

b. When wait time exceeds 15 minutes (verified by VTS) Contractor will be reimbursed by the wait time rate specified in the schedule.

c. Wait time can include time spent waiting both on and off VA premises and either at pick up or drop off when authorized by the VTS.

d. The Contractor shall notify the VTS that the Driver (vehicle) is in a waiting status.

e. All waiting time charges shall be authorized by the VTS.

XV. REPORTING ACCIDENTS OR PASSENGER INJURIES

a. The Contractor shall report any injury or accident to passengers immediately to the VTS/COR and AOD.

b. The Contractor shall be responsible for reporting, in writing, all accidents, slips, falls, and mishaps.

c. The Contractor shall submit all injury reports within 24 hours of incident to the VTS/COR and AOD for inclusion into the passenger’s administrative chart.

d. If off the premises and passenger needs immediate medical attention, the Driver shall call 911.

e. If on the premises, and the passenger needs immediate medical attention, Driver shall contact the AAVAMC or its CBOC staff.

XVI. REPORTING COMPLAINTS

a. All complaints received from passengers regarding Contractor’s performance shall be documented on a Report of Contact form by the VTS and will be reported to the Contractor for investigation.

b. The Contractor’s supervisory official shall provide the VTS written results of the investigation and actions taken to resolve the matter. Examples of complaints may include, but not limited to:

i. Any allegation of inappropriate behavior including allegations that Contractor personnel used, profanity, made inappropriate comments, or failed to exhibit caring, compassionate professional customer service in accordance with the VA’s mission, vision and values will be documented by the VTS and reported to the Contractor. The investigation's results shall be forwarded to the VTS within five (5) working days of the initial submission or notification of the incident occurring.

ii. Any complaints filed by passengers against Contractor personnel that allege Sexual Harassment, EEO violations or any violations of Federal Laws, rules and regulations as well as smoking will be reported to the Contractor's supervisory official upon notification. The results of the investigation shall be maintained in the strictest confidentiality.

c. The government shall provide all reported customer service complaints to the Contractor in writing within 24 hours of receiving the complaint.

d. Contractor shall report any misconduct in writing exhibited by the passenger to the VTS within 24 hours. The VTS Supervisor will provide a written response within 72 hours upon receipt of incident to the Contracting Officer.

XVII. VEHICLE SECURITY

a. While on the VA grounds, the Contractor shall secure the vehicle when left unattended. If vehicle must be left unattended with the motor running, a second set of keys shall be necessary, so that the vehicle can be securely locked. The Driver shall carry the second set of keys.

b. The Contractor shall be authorized to park in designated parking areas located at the AAVAMC or it’s CBOCs.

c. The Contractor shall not park their vehicles in the designated parking area for anything other than picking up passengers.

d. Overnight or storage of the Contractor’s vehicles on VA property is NOT permitted.

XVIII. PRICING (detailed rates in Price/Cost Schedule)

a. The price for transportation shall be calculated as follows:

Base Rate (includes authorized rates defined below) Add: Mileage Rate (loaded miles traveled, more than 30 miles) Add: Authorized waiting time = Rate per trip

b. For all one-way trips ordered under this contract, the Contractor will receive the Base Rate. The Base Rate shall constitute full compensation for one-way trips that do not exceed a thirty (30) mile radius of the VAAAMC, its CBOCs, or the designated pick up point. The Base Rate price includes all costs associated with traveling and pick-up and drop off costs associated with 15 minutes of waiting time at pick up and 15 minutes of waiting time at drop off.

c. For one-way trips exceeding a 30-mile radius of the VAAAMC, its CBOCs or the designated pick up point, Contractor shall receive the Base Rate plus a mileage rate for each mile traveled beyond the 30-mile radius.

d. When more than one patient is transported (not to include caregiver), Contractor may bill the Base Rate for each patient transported.

e. If the trip exceeds beyond the 30-mile radius of the VAAAMC or its CBOCs, Contractor may bill the Base Rate for each patient transported (not to include caregiver), plus calculated mileage only for the longest distance involved in transporting during this trip.

XIX. MILEAGE CALCULATION

a. The Contractor shall use bing.com/maps at http://www.bing.com/maps/ to calculate mileage. Certain circumstances may dictate that the closest distance route is inappropriate. Route exceptions and procedures for determining alternate route shall be as follows:

i. Road closed due to weather conditions;

ii. Road closed due to construction;

iii. Roads not accessible to general public such as through a military base, restricted area etc.;

iv. Portions of trip over roads, trails, paths not accessible by car; OR

v. Clinical determination by Veteran’s VA provider that condition precludes travel by closest distance route (e.g. Veteran cannot travel over “rough roads.”).

b. When it is determined that one of the above conditions has occurred, the only authorized alternate route associated mileage will be determined by the VA Beneficiary Travel Dashboard which utilizes Bing Maps (alternate tools, i.e., Map Quest, Rand McNally etc… are NOT authorized).

c. Documentation and rationale for using an alternate route shall be approved in writing with signature of the VTS or AOD.

d. The Contractor shall maintain record of approved alternate route on the approved claim and the reason for the alternative route for audit purposes.

XX. BILLING/INVOICING REQUIREMENT

a. After the end of each month the Contractor shall bundle all trip tickets from that month into a single invoice and submit it monthly in arrears to the VAAAHS (individual trip tickets shall accompany the invoice).

b. Invoices shall be submitted by the Contractor to the VAAAHS no later than 15 days after the end of each month. Failure to correctly submit invoices in the allotted time will result in rejection of the invoice and denial of payment. The contractor will not be allowed to seek payment form the VA or the veterans transported and must incur the cost on its own.

c. Each month shall be invoiced separately and have a separate (unique) invoice number.

d. Contractor shall submit payment requests in electronic form through Tungsten or its successor system. More information is available at http://www.fsc.va.gov/einvoice.asp .VAAAHS personnel will certify the accuracy of each invoice before payment is issued.

e. The Contractor shall include on ALL invoices the following information for each trip billed:

i. Date of transportation;

ii. Passenger’s Full Name;

iii. Last 4 of Social Security Number;

iv. Pick up point including Address and Zip Code;

v. Destination / Drop off point including address and Zip Code;

vi. Base Rate (Price/Cost Schedule);

vii. Miles;

viii. Mileage rate, if applicable (Price/Cost Schedule);

ix. Mileage fee, if applicable ((Price/Cost Schedule);

x. Weekend/After Hour rate, if applicable ((Price/Cost Schedule);

xi. Waiting Time, if applicable (Price/Cost Schedule);

xii. Cancellation Fee, if applicable (Price/Cost Schedule);

xiii. Total Price (inclusive of all applicable rates authorized);

xiv. Dry runs; if applicable ((Price/Cost Schedule);

xv. Page totals at bottom of each invoice page; AND

xvi. Name of VA Personnel that authorized trip.

XXI. PASSENGER INFORMATION SECURITY

a. Personal passenger information utilized and or maintained by the Contractor, i.e. passenger name and address list, invoices or any other documentation with personal information, shall be disposed of by shredding.

b. Shredding should be completed on-site at the contractor’s location.

c. Should an outside facility perform shredding, the Contractor shall witness the shredding process.

d. The Contractor shall manage electronic records received from the Government in accordance with 44 USC chapters 21, 29, 31, and 33; the Freedom of Information Act (5 USC 552); the Privacy Act (5 USC 552a); and 36 CFR parts 1222 and 1228.