36C25020Q0485 - Final.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. DUNS: DUNS+4:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 66

36C25020Q0485 07-21-2020

Jeremy Boston 734-222-7154 08-14-2020

11:00 AM

Department of Veterans Affairs

Ann Arbor Healthcare System

Network Contracting Office 10

2215 Fuller Road

Ann Arbor MI 48105

X 100

X

485991

$16.5 Million

N/A

X

Department of Veterans Affair

John D Dingell VA Medical Center

4646 John R Street

Detroit, MI 48201

Y

Department of Veterans Affair

Ann Arbor Healthcare System

Network Contracting Office 10

2215 Fuller Road

Ann Arbor MI 48105

Department of Veterans Affairs

Financial Management System

PO Box 149971

Austin TX 78714-9971

877-353-9791 512-460-5540

X

See CONTINUATION Page

The contractor shall provide an offer for non-emergent patient transportation for the Detroit VA Medical Center in accordance with the Statement of Work and the Price/Cost

Schedule.

A single award, ID/IQ Contract is anticipated as a result of this solicitation and performance is expected to begin

January 1, 2021. There will be a 30-day transition period with the incumbent contractor currently providing services.

Questions shall be submitted by the date/time specified in

Section 3.0, Technical Questions, in the Addendum to 52.212-1.

See CONTINUATION Page

X X

X 1

36C25020Q0485

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

B.2 STATEMENT OF WORK (SOW)

B.3 PRICE SCHEDULE

SECTION C - CONTRACT CLAUSES

C.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.2 52.216-18 ORDERING (OCT 1995)

C.3 52.216-19 ORDER LIMITATIONS (OCT 1995)

C.4 52.216-22 INDEFINITE QUANTITY (OCT 1995)

C.5 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.6 SUPPLEMENTAL INSURANCE REQUIREMENTS

C.7 52.232-18 AVAILABILITY OF FUNDS (APR 1984)

C.8 VAAR 852.212-70 PROVISIONS AND CLAUSES APPLICABLE TO VA

ACQUISITION OF COMMERCIAL ITEMS (APR 2020)

C.9 VAAR 852.219-74 LIMITATIONS ON SUBCONTRACTING—MONITORING AND

COMPLIANCE (JUL 2018)

C.10 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL ITEMS (JUN 2020)

C.11 MANDATORY WRITTEN DISCLOSURES

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL

ITEMS

E.2 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.3 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (DEC 2019)

E.4 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.5 52.216-1 TYPE OF CONTRACT (APR 1984)

E.6 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.7 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL ITEMS (JUN 2020)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by following individuals:

a. CONTRACTOR: ___________________________

POC: ______________________

Phone: _____________________

Email: ______________________

b. GOVERNMENT: Jeremy Boston, Contracting Officer

Department of Veterans Affairs

Ann Arbor Healthcare System

Network Contracting Office 10

2215 Fuller Road

Ann Arbor MI 48105

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award

Management, or

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Monthly in arrears

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment

Requests.

Department of Veterans Affairs

Financial Management System

PO Box 149971

Austin TX 78714-9971

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.2 STATEMENT OF WORK (SOW)

A. OVERVIEW

1. The Contractor shall enter into an Indefinite-Delivery Indefinite Quantity Contract

(IDIQ) with the John D. Dingell VA Medical Center (JDDVAMC), Detroit, Michigan to furnish all materials, labor and equipment necessary to provide non-emergent patient transportation for ambulatory and non-ambulatory patients of the

JDDVAMC, including patients utilizing wheelchairs and/or scooters. The IDIQ term shall be five years. This is a firm-fixed price IDIQ. The contractor shall comply with all applicable state and federal travel regulations.

Patients shall be transported to and from the JDDVAMC and the CBOC’s located in Pontiac and Yale, Michigan, as well as other regional VA Medical Centers in

Saginaw, Ann Arbor and Iron Mountain, Michigan; Cleveland, OH; Chicago, Illinois and Milwaukee, Wisconsin. The estimated quantities are for one-way trips.

2. Ordering (Authorization) Process. All non-emergent Non-VA care shall be pre-authorized by VA. A VA representative will contact the contractor’s office to coordinate the Veteran’s appointment date, time, and additional pertinent information. A list of authorized VA personnel will be provided to the Contractor within 15 calendar days after award.

B. BACKGROUND

Introduction. The JDDVAMC has a large population of ambulatory and non-ambulatory patients eligible for and in need of transportation to and from their residences to medical appointments. The Contractor shall be capable of providing non-emergent transportation of ambulatory and non-ambulatory patients of the JDDVAMC 24 hours a day, 7 days a week, 365 days a year to and from their residences for medical appointments at the JDDVAMC and its affiliated

Community Based Outpatient Clinics in Yale and Pontiac, Michigan as well as other regional VA Medical Centers in Saginaw, Ann Arbor and Iron Mountain, Michigan; Cleveland, OH; Chicago, Illinois and Milwaukee, Wisconsin. The vast majority of the trips will be to and from the JDDVAMC and within daytime hours.

The Contractor will only receive a maximum of one day advance notice of each trip but shall be capable of providing timely transportation of patients. The

Contractor shall be capable of providing a heavy estimated number of daily trips as represented in the attached Schedule of Services and shall provide an on-site patient transportation coordinator at the JDDVAMC.

C. REQUIREMENTS

1. VEHICLE REQUIREMENTS

(a) The vehicles and equipment with which the Contractor renders the above services shall meet all State of Michigan requirements for insurance, registration, and equipment. In addition:

(1) Contractor shall only use vehicles that have emergency communication equipment which shall be isolated from the engine battery. Cellular phones and two-way radios are acceptable communication equipment. Such communication equipment shall be furnished by the contractor. Drivers shall not use cell phones for personal use while transporting VA patients.

(2) Contractor shall only use vehicles that have a United States

Department of Transportation approved system for wheelchair securement devices and a tool designed for cutting securement straps in case of emergency. Contractor shall only use vehicles that meet the

United State Department of Transportation safety requirements for seat belts, tie downs and handling of motorized or electric wheelchair.

Contractor shall use vehicles that have a shoulder/chest harness for double amputee patients when applicable.

(3) Contractor shall provide high top vehicles with interior of sufficient height to ensure that an individual of 6 feet in height has adequate head clearance. The majority of the patients are in wheelchairs and regular van ceilings do not accommodate the needs of these patients.

(4) Contractor shall only use Vehicles that are three years old or less.

(5) The contractor shall only use vehicles equipped with child safety locks.

(6) Contractor shall only use vehicles with Global Positioning System

(GPS) with a tracking device.

(7) Contractor shall only use vehicles equipped with a minimum five passenger capacity.

(8) Contractor shall only use vehicles with wheelchair lift and scooter transport capability. The ramp or lift shall have a slip-proof surface.

The use of vehicles with wheelchair lift systems or vehicle retrofit shall comply with DOT 49 CFR 571.404, Platform Lift Installations in Motor

Vehicles.

(9) Contractor shall only use vehicles with basic first aid kits.

Furthermore, all items such as first aid kits, flashlights, warning triangles, ice scrapers, and blankets, shall be secured and stored below the level of seat backs.

(10) Vehicles shall be equipped with dry chemical fire extinguishers which shall be securely mounted in a bracket and readily accessible to the driver in an emergency. Extinguishers shall be serviced annually and bear a tag indicating date of service. Fire extinguishers shall be inspected and maintained in accordance with National Fire Protection

Association (NFPA) Standard 10 and secured to the vehicle body.

(11) Contractor shall only use vehicles equipped with cardiopulmonary resuscitation equipment. Furthermore, Contractor shall only use vehicles equipped with the ability to secure oxygen tanks.

(12) Vehicles shall be handicapped accessible and meet all applicable

Federal and State Motor Vehicle Safety Standards.

(13) Under no circumstance shall patient comfort be compromised.

Contractor shall use vehicles equipped with functioning heat and air conditioning of sufficient capacity to insure the comfort of the patient.

(14) Vehicles’ odometers shall be calibrated and maintained in conformance with the vehicle’s manufacturer’s standards.

(b) The Contractor shall maintain a list of all vehicles that are used in performing transportation services under this IDIQ and copies of the individual maintenance file for each vehicle on the list (See paragraph

(2)(f) in the Statement of Work). The list of vehicles is to include the make, model and year. This information shall be available to the

Contracting Officer and /or COR during the IDIQ period and shall be provided within 1 business day of the Contractor’s receipt of the request.

(c) The government reserves the right to inspect any vehicle at any given time. VA reserves the right to inspect contractor's equipment and vehicles or require documentation of compliance with IDIQ specifications, and

State laws, rules, regulations and guidelines governing transport vehicles.

VA Travel staff, Police, and Security, as inspectors, shall be allowed to accompany a scheduled patient transport if deemed necessary. VA inspections shall in no way constitute an endorsement by VA that the contractor's vehicles and equipment are properly maintained. VA reserves the right to restrict the Contractor’s use of equipment and vehicles which are in need of repair, unclean, unsafe, damaged on the interior or exterior body, and are not in compliance with IDIQ requirements. The restriction of such equipment and vehicles shall not relieve the Contractor from performing in accordance with the strict intent and meaning of the IDIQ.

Therefore, the services shall be rendered as requested by VA.

(d) A random inspection of contracted vehicles shall be conducted by the government between 30 and 45 days after IDIQ award. Inspection shall be coordinated with the Contractor and conducted at the Contractor’s facility.

2. VEHICLE MAINTENANCE REQUIREMENTS

(a) Contractor shall maintain vehicles in a clean and orderly condition, free from debris and any accumulations which may constitute an accident, injury, or fire hazard.

(b) Contractor shall maintain vehicles in accordance with manufacturer’s recommended maintenance schedule or an improved schedule based on actual vehicle operating conditions.

(c) Contractor shall correct a deficiency that might interfere with safe operation of vehicle before vehicle is placed in service.

(d) Contractor shall keep windows and lights clean. Contractor shall keep the interior of vehicles clean and in good repair.

(e) Contractor shall ensure that Wheelchair lifts are maintained in conformance with operation/maintenance manual instructions provided by lift manufacturer. When a vehicle is serviced, contractor shall ensure that the mechanic or service facility inspects, repairs, and services the lift in accordance with the manufacturer’s instructions.

(f) Contractor shall maintain information on preventive maintenance and/or repairs on each vehicle in an individual vehicle file. Each file shall be maintained in chronological order, with the latest service action on top.

Copies of these maintenance files shall be provided to the COR and/or

Contracting Officer on a quarterly basis, and at any other time requested during the IDIQ period. When requested, copies of files shall be provided within 1 business day of the Contractor’s receipt of the request.

3. DRIVER REQUIREMENTS

(a) The Contractor shall furnish qualified personnel as required by IDIQ specifications to accomplish all services under this IDIQ. During the IDIQ period of performance, if the Contractor proposes to add or replace personnel to perform IDIQ services, the Contractor shall submit the required evidence of training, certifications, licensing and any other qualifications to the designated COR. At no time shall the Contractor utilize additional or replacement personnel to perform IDIQ services who do not meet the qualifications under the terms and conditions of this IDIQ.

(b) The Contractor shall ensure a record of each employee as to character and physical capabilities of performing the duties of a driver maintained and made available for inspection upon request. Any physical, mental or emotional concerns or any serious defects or diseases shall be considered when assigning drivers to be responsible for transporting dependent and vulnerable patients.

(c) The Contractor shall ensure all drivers have attained legal age (the age of

21) and maintain neat, clean and professional appearance. The

Contractor shall ensure drivers have not less than one year of experience as a licensed driver; and be licensed in accordance with the State of

Michigan. The Contractor shall ensure drivers have a current, valid, Michigan Chauffeur's license.

(d) The Contractor shall ensure each driver is able to perform a vehicle safety inspection and that each driver is able to assist a patient into and out of the vehicle and operate a wheelchair lift or ramp.

(e) The Contractor shall ensure each driver is able to communicate with the patients using common courtesy. Contractor personnel, performing services under this IDIQ, shall at all times conduct themselves in a professional manner, maintain personal hygiene, wear clean, neat uniforms and be identified by having the company name, and employee name affixed to the uniform. The Contractor shall ensure drivers communicate in a respectful manner (no swearing, jargon, or slang), speak clearly, maintain eye contact, and modify communication to accommodate hearing, visual and/or cognitive impairments of patients.

(f) Within 30 calendar days of award, the Contractor shall provide licensure, training, driving record, health records, and any other requested information for all drivers to be used on this IDIQ. This information shall also be available to the Contracting Officer and /or COR during the IDIQ period and shall be provided within 3 business days of the Contractor’s receipt of the request.

(g) VA reserves the right to restrict any Contractor employee from performing services as a driver or attendant under this IDIQ who does not meet the required qualifications for the services they are required to perform, who violates Federal regulations, and/or who is identified as a potential threat to the security, safety, health and/or operational mission of the VA and its’ veteran population. The restriction of such contractor personnel shall not relieve the contractor from performing all the required services, in accordance with all terms, conditions, and schedules contained herein.

(h) The Contractor shall ensure drivers get out and physically escort patients to and from vehicles during both pick up and drop off points.

4. DRIVER TRAINING REQUIREMENTS

(a) Contractor employees performing under this IDIQ shall have successfully completed a certified basic First Aid Class.

(b) Driver shall have successfully completed a minimum of eight (8) hours training in the techniques of transporting and assisting elderly and physically handicapped and mentally challenged patients which shall include instruction in the following elements:

(1) Instruction in characteristics of the aging process and major disabling conditions;

(2) Instruction in common assistance devices used by elderly and handicapped patients;

(3) Instruction in attitudes toward elderly, handicapped or mentally challenged patients which includes the participation of elderly, handicapped or mentally challenged patients;

(4) Instruction in methods of handling wheelchairs;

(5) Instruction in moving, lifting and transferring patients;

(6) Instruction in guidelines for transporting handicapped patients; and

(7) Instruction in the operation of lifts, ramps and wheelchair securement devices.

(c) Each employee shall be instructed in fire extinguisher, radio dispatch, and vehicle ramp operations, wheelchair lift and securement devices; and shall know what to do and whom to call in a medical emergency or accident.

(d) Each employee shall complete four (4) hours of training in first aid (or show evidence of possessing American Red Cross First Aid Certificate).

(e) Each employee shall complete four (4) hours of classroom instruction in defensive driving and abuse-prevention training.

(f) Each employee shall successfully complete a refresher certified first aid course every two (2) years.

(g) The Contractor shall maintain a file demonstrating satisfactory evidence of above training, and evidence that the instructor is qualified to teach the above. One of the requirements above is completion of basic, certified

First Aid class so the first aid certificate requirement would already be met.

5. START-UP REQUIREMENTS

Contractor shall be fully staffed, fully equipped, and ready to perform in full compliance with all IDIQ requirements on January 1, 2021. The contractor shall submit specific information on vehicles and drivers within

30 calendar days of IDIQ award.

6. PATIENT PICK-UP REQUIREMENTS–SCHEDULED TRIPS

(a) Most patients requiring transportation will reside in the Greater Detroit

Metropolitan Area. The addresses of patients will vary daily. The list of patients will be faxed to the Contractor by 4:30 p.m., on the day before pick-up by the authorized individuals in the travel department at the

VAMC Detroit. The Contractor shall call the veteran by telephone prior to pick up to confirm the veteran's availability. If the contractor is unable to confirm the veteran's availability for pick up, they shall not go to the veteran’s home and no charges will be billed to the VA. Also, 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 VA's Travel Unit. Providing that the driver and vehicle are in compliance with all IDIQ requirements, this situation will be considered a “dry run” due to patient refusal. The contractor shall bill for a verified "dry run" at the applicable base rate + mileage as specified in the schedule. The contractor shall clearly identify any and all billing for “dry runs” on the invoice. When either wheelchair, scooter, or ambulatory patient transportation service under the terms of this IDIQ are required, but due to unforeseen circumstances outside the control of the contractor the patient is not available for pick-up, the

Contractor will be paid the applicable rate specified in the schedule.

(b) Contractor/Drivers shall follow the below instructions:

(1) Contractor shall call the next patient/passenger before departing from their current location.

(i) If the patient/care giver/spouse/family member/etc. answers, the

Contractor shall confirm the patient’s name and address. The

Contractor shall also provide them with the estimated time of arrival

(ETA).

(ii) If the patient/care giver/spouse/family member/etc. does not answer and is connected to an answering machine or voicemail:

(A) the Contractor shall leave a message for the patient to contact the

VA Travel Office, AND

(B) The Contractor/driver shall immediately call their Dispatcher and inform them of the situation, AND

(C) The Contractor/ Dispatcher shall contact the VA Travel

Office/Administrative Officer on Duty (AOD) for further instructions.

(iii) If the patient/passenger declines a ride or requests something other than what is detailed on the pick-up list:

(A) Contractor/Driver shall immediately call their Dispatcher and inform them of the situation. The Dispatcher shall contact the VA

Travel Office/AOD for further instructions.

(c) Contractor/Dispatcher:

(1) Contractor/dispatcher shall, upon receiving the details of a potential

“Dry Run” from a driver, contact the VA Travel Office/AOD and follow instructions below:

(i) Between the hours of 8:00 a.m. and 4:00 p.m., call the Travel Office at: 313-576-4307

(ii) If there is no answer, make another call. If no answer, please do the following:

(A) Call Ken Hill at (313) 576-1000 extension 63633. If no answer, do the following:

(B) To page Mr. Hill, dial (313) 576-1000 extension 61135 - this will bring you to the paging system – Input 63633.

(C) If Mr. Hill is non-responsive, call Eleanor Shaw at (313) 576-1000 extension 61318. If no answer, do the following:

(D) To page Ms. Shaw, dial (313) 576-1000 extension 61135 - this will bring you to the paging system – Input 63489.

(iii) Between the hours of 4:00 p.m. and 8:00 a.m., call the AOD at: 313-

576-4351

(A) If there is no answer, call again.

(iv) Once the Contractor’s Dispatcher has received a determination of whether or not they should proceed, the Contractor’s Dispatcher shall immediately call their driver to let them know what action they should take.

(d) Service Animals

(1) Drivers shall permit and accommodate the patient’s service animal on each trip. The ADA (Americans with Disabilities Act) defines a service animal as any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability. If they meet this definition, animals are considered service animals under the

ADA regardless of whether they have been licensed or certified by a state or local government.

(2) Service animals perform some of the functions and tasks that the individual with a disability cannot perform for him or herself. Guide dogs are one type of service animal, used by some individuals who are blind. This is the type of service animal with which most people are familiar. But there are service animals that assist persons with other kinds of disabilities in their day-to-day activities. Some examples include:

(i) Alerting persons with hearing impairments to sounds.

(ii) Pulling wheelchairs or carrying and picking up things for persons with mobility impairments.

(iii) Assisting persons with mobility impairments with balance.

(3) A service animal is not a pet.

(4) Some, but not all, service animals wear special collars and harnesses.

Some, but not all, are licensed or certified and have identification papers. If drivers are not certain that an animal is a service animal, they may ask the patient if a service animal required because of a disability. However, a patient may not be carrying documentation of his or her medical condition or disability. Therefore, such documentation generally may not be required as a condition for providing transportation to a patient accompanied by a service animal.

Although a number of states have programs to certify service animals, drivers shall not insist on proof of state certification before permitting the service animal to accompany the patient. (see http://www.ada.gov/qasrvc.htm)

7. RETURN TRIPS

(a) Many of the patients that are transported to an appointment will need transportation from the Medical Center or Clinic back to their residence after their appointment. Each return transportation trip will be ordered by the Travel Clerk or Administrative Officer of the Day as a one way trip.

Although return trips will be ordered the day the transportation is needed, the schedule of patients sent to the contractor will give the contractor a rough approximation of the return trips that may be necessary the following day. When the patient is being picked up from the VAMC Detroit and/or the Community Based Outpatient Clinics (CBOC) located in

Pontiac and Yale, Michigan, or other regional VA Medical Centers, the

Contractor shall pick up the patient within 30 minutes of a call from the

Travel Clerk or the Administrative Officer of the Day.

(b) The Contractor shall use the following procedure during normal business hours:

(1) Only passenger/patients who have “checked in” with the Contractor’s on-site coordinator after their appointment will be scheduled for a return ride.

(2) Any passenger/patients who check in but are not available or not in the designated waiting area at the time of departure, will be a “Dry

Run”. A travel ticket will be created indicating a No Show/Dry Run.

(3) If the patient does not check in, the trip is considered a cancellation.

(4) The Contractor shall use the following procedure after normal business hours:

http://www.ada.gov/qasrvc.htm

(i) The Contractor shall pick up the patient within 30 minutes of a call from the Administrative Officer of the Day (AOD).

(ii) At the end of the day, the Contractor shall provide the AOD with a list of passenger/patients who checked in after their appointment but left without informing the Contractor.

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

8. ADD ON TRIPS

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

VA. These “add-on” trips may be required during and/or after normal work hours. To order these add-on trips, the government will both phone in and fax to the Contractor the patient’s name, pick-up location, and time and location of the appointment. The Contractor shall transport these patients ensuring that they arrive at the appointment location between 15 and 30 minutes prior to the appointment time. If the Contractor is not able to honor these orders, they shall inform the VAMC of their inability to honor this type of order within 15 minutes of receiving the order. Many of these patients will need transportation back to their residence after their appointment. Such trips shall be considered return trips as specified in paragraph 7(a) above.

9. DAYS OF TRANSPORTATION

The Contractor shall provide the service Monday through Sunday in accordance with IDIQ specifications and pricing schedule excluding

National Holidays for all patients, except hemodialysis patients.

10. NATIONAL HOLIDAYS

(a) The Government observes the following National Holidays:

New Year’s Day Martin Luther King Day

Presidents’ Day Memorial Day

Independence Day Labor Day

Columbus Day Veterans’ Day

Thanksgiving Christmas Day

(b) The Government also observes any day specifically declared by the

President of the United States to be a Federal holiday.

(c) The Contractor shall provide transportation to Hemodialysis patients on

Monday through Sundays and National Holidays except Thanksgiving and Christmas.

11. SPECIAL PATIENT REQUIREMENTS

(a) Some patients will require special assistance with a wheelchair or scooter. Drivers shall assist wheelchair and scooter patients from his/her door to the vehicle. Patients cannot be transported while strapped into their scooter. If the scooter cannot fit on the vehicle, the scooter will remain at the patient’s home and the Contractor shall transport the patient by wheelchair.

(b) If a patient has been identified as being "confused/demented" or is at risk of becoming lost, as stipulated on the VA's travel request, the driver shall ensure that the patient is escorted to his/her destination. The VAMC will inform the driver on the travel list of the patient’s mental status or condition prior to departure. When transporting a patient to his/her domicile or residence the contractor shall escort patient to the entrance and ensure that a relative or family designated representative assumes responsibility for the patient. The driver shall annotate on the trip ticket the identity and or name of the responsible person at the residence.

When transporting the patient to the Detroit VAMC, the driver shall be responsible for escorting at risk patients to the Travel Office of the

JDDVAMC located in the Yellow Section, Room C1822 during normal business hours (7:30am – 4:00pm). After 4:00 pm for at risk patients, the driver shall escort patients to the admitting area located in the Yellow

Section/Building, Room C1900 of the JDDVAMC. When transporting confused/demented or at risk patients to the CBOC’s, drivers shall escort the patients to the reception window for check in.

12. PATIENT TRANSPORTATION LIMITATIONS

Except as specifically requested or approved by VA, no one other than the driver and the beneficiary shall ride in a vehicle. Upon VA request, Contractor shall transport designated individuals with the veteran at no additional cost. Such designated individuals may include a beneficiary’s wife, husband, significant other, designated caregiver or the police. In addition, the Contractor may seek approval to transport more than one patient on a single trip on a case by case basis. If approval is granted by the VA to transport more than one patient at a time, the Contractor shall ensure that both patients are comfortable and shall ensure that both patients arrive at their designated appointment location 15 to 30 minutes prior to the appointment time. Contractor shall not transport VA patients with other non-VA customers of the Contractor. The Contractor shall allow an alert or sightseeing dog to accompany a Veteran as needed.

13. WAIT TIME

(a) When time is lost at either end or both ends of a trip due to circumstances beyond the Contractor’s control, the Contractor may request reimbursement for waiting time. If the pickup is other than at the VA

Medical Center, the Contractor shall call the Travel Clerk on duty as soon as they anticipate a delay may develop for which the Contractor expects to claim reimbursement. This call is for the purpose of verifying the

Contractor’s arrival time at the pickup point and to alert the VA Travel

Office of a delay in the patient boarding the vehicle. The VA Travel Clerk will call the veteran to verify the potential delay prior to authorizing wait time. This call is not necessary if the Contractor anticipates no delay for which they shall claim reimbursement.

(b) When waiting time is verified and authorized, the government will reimburse the Contractor at the applicable rate specified in the schedule, for each quarter hour after the 15 minute waiting period included in the base rate. Waiting time can include time spent waiting both on and off VA premises and either at pick up or drop off when authorized by appropriate

VAMC personnel.

(c) All waiting time charges shall be authorized and supported by:

(1) Notification to the Travel Clerk that the driver (vehicle) is in a waiting status. At this point, information concerning reason for wait shall be provided, AND

(2) Documentation to accompany the travel voucher shall be provided.

14. DRIVER RESPONSIBILITIES

(a) All drivers shall be required to report to the Travel Clerk on duty (while they are still on the premises of the JDDVAMC) any time a pick-up, delivery or departure is made to and from the Detroit VAMC. The delivery and departure area for all patients will be specified by the Travel Clerk at the time the order is placed for services. The driver shall have the travel voucher time and date stamped by the Travel Clerk when picking up a patient for transportation from the VA and when dropping off or delivering a patient at the VA. The driver shall turn in the travel voucher to the travel office when dropping off the patient at the VA.

(b) When a driver arrives at the Detroit VAMC to transport a patient, the

Travel Clerk for the Administrative Officer will contact the inpatient or outpatient area to determine if the patient is ready. Driver shall be required to assist patients to and from the vehicle as necessary. All travel vouchers shall be filled out on the day of service and shall be signed by authorized VA personnel. During normal work hours the travel clerk will be the individual authorized to sign the travel voucher. Non-administrative hours include afterhours, weekends and holidays. During non-administrative hours the AOD, in admitting, will be the individual authorized to sign travel voucher. If, during non-administrative hours, the

AOD is not in the admitting area, a special place will be identified for the

Contractor’s drivers to leave the vouchers for signature.

(c) The Contractor shall deliver wheelchair patients as well as those who need to be escorted (such as those who are demented, Alzheimer's or similar) to the yellow section, Travel room C1822 of the JDDVAMC for checking in and shall have their travel vouchers signed. The vouchers shall be signed by the Travel Clerk or the AOD for add-ons, scheduled patients and for no-shows / dry runs. The Contractor shall inform the travel section of ambulatory patients that have arrived and have vouchers signed. Vouchers shall be submitted timely and will be signed off as expeditiously as possible. Travel section will ensure vouchers match patient pickups and drop offs. If there are any discrepancies they will be handled as expeditiously as possible. During non-administrative hours and when the AOD is not in the admitting area, a special place will be identified for the contractor's drivers to leave the vouchers for signature.

This will eliminate the Contractor waiting until the next business day to obtain a signature or the driver waiting for the return of the AOD.

(d) When wheelchair, scooter or ambulatory transportation service under this contract involves the pick-up of a patient scheduled to arrive by air, train or bus and the driver finds such patient does not arrive on schedule, the driver shall contact the Travel Clerk and inquire as to the status of the arrival. If appropriate, waiting time may be authorized for the time spent in waiting in accordance with the applicable rate in the schedule. If the

Contractor reported as scheduled and no patient is transported, the

Contractor will be reimbursed at the dry run rate. It is very rare that there is a dry run to an airport, train station or to the bus station.

15. OTHER PERFORMANCE REQUIREMENTS

(a) The Contractor shall be responsible for furnishing all vehicles, personnel, equipment (to include regular and bariatric wheelchairs), supplies, vehicle fuel, and uniforms for performance of services under this contract. The

Contractor’s employee identifications shall be worn in clear view above the waist at all times. Contractor Employees will be fingerprinted and will be given badges by the VA. Badges shall be worn in clear view above the waist at all times.

(b) The Contractor shall ensure drivers and patients use seat belts/securement devices at all times.

(c) The Contractor shall ensure there is no smoking by the driver, attendants, or patient(s).

(d) The Contractor shall ensure patients are seated facing forward in vehicle during transit, when feasible. Wheelchair occupant restraint systems shall be integrated by the vehicle manufacturer or approved by the vehicle manufacturer for use.

(e) VA-owned wheelchairs may not be removed from VA grounds. In addition to wheelchairs, the Contractor shall also be required to transport VA patients with their three-wheeled electric “amigo” carts. However, unless the Contractor has approved restraining devices that allow the patient to ride on the cart, these patients will have to transfer to the standard passenger bench seat and wear the safety belt required for riding in that seat. The driver shall secure the cart to keep it from moving and becoming a hazard during transit. If the patient refuses to transfer to the passenger bench seat and/or refuses to wear the appropriate safety belt, the Contractor shall not transport the patient.

(f) If a patient being transported declines to be properly belted or removes the securement devices himself/herself, the driver shall immediately notify the VA travel office (or AOD if after hours) of this fact prior to departure or upon arrival at destination. The Contractor is not required to transport any patient who refuses to be properly secured while being transported.

(g) The Contractor shall ensure, pursuant to VHA Directive 2008-020, that personal protective equipment (gloves) and spill kits are provided to drivers to ensure they are adequately prepared to address biological fluids.

(h) The Contractor shall ensure, pursuant to VHA Directive 2008-020, that the transfer of clinical specimens with patient passengers shall comply with DOT and OSHA regulations:

(1) Clinical staff giving specimens to drivers transporting patients must ensure compliance with the specimen identification, packing, and labeling requirements of OSHA 29 CFR 1910.1030, Blood borne

Pathogens and Material of Trade (MOT) exception for Class 6, Division 6.2 substances of DOT 49 CFR 173.134.

(2) The Contractor shall ensure all specimen packages shall be packed in a container, by the driver, secured to the vehicle body to prevent movement during driving and returned to patient once arrived at destination.

(3) The Contractor shall ensure the driver is responsible for asking about specimens, for securing specimens during transportation, and for ensuring the patient or the responsible VA employee or caregiver has the specimen at the end of the trip.

16. REPORTING ACCIDENTS OR PATIENT INJURIES

(a) The Contractor shall be responsible for reporting, in writing, all accidents, slips, falls, and mishaps to the travel section during normal business hours and to the Administrative Officer of the Day located in admitting after normal business hours, and on weekends. All written reports shall be provided within 24 hours of incident. A verbal report shall be provided immediately to the VA Travel Department.

(b) Any injury or accident to a patient shall be reported immediately by the

Contractor to the COR and/or the Travel Clerk. The Contractor shall submit an injury report with copies forwarded to the COR for inclusion into the patient's administrative chart. Upon notification of an accident, the

Detroit VAMC will follow up with a call to the patient to determine if the patient needs to be seen by a physician. If off the premises and patient requests, or is in obvious need of immediate medical help, the driver is to call 911. If on the premises, and the patient requests, or is in obvious need of immediate medical help, the Contractor shall immediately contact the admitting staff. The Contractor shall ensure that patient falls, whether due to incumbent weather, medical conditions, while on a stretcher or in a wheelchair, even while transiting from the Contractor's vehicle to/from this facility, shall be reported immediately and the necessary documentation shall be provided by the Contractor within 24 hours of the incident.

17. REPORTING COMPLAINTS

(a) All complaints that the government receives from patients regarding

Contractor’s performance will be documented on a Report of Contact form by the COR and/or Travel Clerk and will be reported to the

Contractor for investigation. The Contractor’s supervisory official shall provide the COR and/or the Travel Clerk written results of the investigation and actions taken to resolve the matter. Examples of complaints may include but not limited to:

(1) 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 COR and the Travel Clerk and reported to the

Contractor. The investigation's results shall be forwarded to the COR within five (5) working days of the initial submission or notification of the incident occurring.

(2) Any complaints filed by patients against Contractor personnel that allege Sexual Harassment, EEO violations or any violations of Federal

Laws, rules and regulations as well as the JDDVAMC’s policy concerning smoking will be reported to the Contractor's supervisory official upon notification. The results of the investigation will be maintained in the strictest confidentiality as applicable under the

Privacy Act of 1974.

(b) The government will provide all reported customer service complaints to the Contractor in writing within 24 hours of the government receiving the complaint.

(c) Contractor shall report any misconduct exhibited by the patient to the

COR and/or Travel Clerk in writing within 24 hours. The VA travel clerk will provide a written response within 72 hours upon receipt of incident to the Contracting Officer.

18. VEHICLE SECURITY

(a) While on the VA grounds, the Contractor shall secure vehicles 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 in the lower level of the Blue Parking Deck structure (Canfield) of the Detroit VAMC and/or other designated areas stipulated by the

VAMC’s Protection & Support Service. The Contractor shall not park their vehicles in the designated parking area for anything other than picking up patients. Overnight or storage of the Contractor’s vehicles in this area is not permitted and will result in a violation.

(c) Contractor shall be required to follow all medical centers’ policies regarding parking.

19. PRICING

(a) The price for transportation shall be calculated as follows:

Base Rate (includes costs defined below)

+ Mileage Rate (loaded miles traveled in excess of 20 miles)

+ Authorized waiting time

= Rate per trip

(b) For all one-way trips ordered under this contract, the Contractor shall receive the Base Rate. Furthermore, the Base Rate shall constitute full compensation for one-way trips that do not exceed twenty miles. The

Base Rate price includes all costs associated with 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, and all costs associated with traveling

20 miles or less.

(c) For one way trips that exceed 20 miles, the Contractor shall receive the

Base Rate plus the mileage rate for each mile traveled in excess of 20 miles. The Mileage Rage is applicable only for the mileage in excess of

20 miles.

(d) One Way: One way, as used in this IDIQ, references the point from patient pick up to the point of passenger's designated delivery (drop off).

(e) Contractor shall ensure that the patient arrives for their appointment at the Detroit VAMC a minimum of 15 minutes prior to their designated appointment time, but no earlier than 30 minutes prior to their appointment.

(f) When more than one patient is transported, the Contractor shall bill the

Base Rate for each patient transported. If the trip exceeds 20 miles, the

Contractor shall calculate mileage and bill based on the longest distance involved in transporting only one patient.

20. MILEAGE CALCULATION

(a) The Contractor shall use BINGMAPS.com to verify mileage; however, the odometer stop-and-start readings for each trip will be the official mileage.

(b) Beneficiary Travel Dashboard: The Beneficiary Travel (BT) Dashboard is the VA standard for determining distances for purposes of BT mileage reimbursement. In most cases the Dashboard provides the appropriate and most direct route by distance to the VA or VA authorized facility of care. However, in some situations the Dashboard has been designating routes that are impassable or inappropriate for the Veteran’s medical condition. The following provides guidance as to circumstances where the initial Dashboard route can be determined unusable and how the

Dashboard can establish an alternate route.

(1) Route Exceptions and Procedures for Determining Alternate Route

(i) Circumstances That Make Closest Distance Route Inappropriate:

(A) Road closed due to weather conditions

(B) Road closed due to construction

(C) Roads not accessible to general public such as through a military base, restricted area etc. Portions of trip over roads, trails, paths not accessible by car.

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

(2) Determination of Alternate Route

(i) When it is determined that one of the above conditions has occurred an alternate route with associated mileage can be established using the Dashboard as outlined by the following procedure (alternate online tools, e.g., Map Quest, Rand McNally etc. or other methodologies shall NOT be used).

(3) Documentation of Alternate Route

(i) Local procedures shall be established to:

(A) Delegate in writing authority to establish an alternate route

(B) Maintain record of approved alternate route on the approved claim and the reason for the alternative route for audit purposes

(4) Dashboard Alternate Route Determination Procedure

(i) Open the map, capture the destination location B with the hand that is visible in the map, left click on the mouse, and hold the capture as you move the destination location to a passable location on the route before the closed road, or to an appropriate route.

(ii) Move the destination location to a spot before the outage at an intersection of road that can be traveled. Enlarge the map as you make moves of point B to select the best location.

(iii) Click on add destination C and enter the next town diverting the map to a passable road. Then add destination D and enter the address of the appointment. Click Go to calculate the route and mileage.

(iv) Record the new mileage.

(v) Monitor the outage to correct at later date

21. BILLING

(a) Invoices shall be mailed twice a month to the VA’s Financial Services

Center by way of establishing an account at www.OB10.com.

(b) Invoices shall be submitted by the Contractor by the 21st day of the month for trips provided from the 1st to the 15th of the month. For trips provided from the 16th to the month’s end, invoices shall be submitted by the 7th day of the following month. The invoices shall only have trips for the billed month. If a corrected invoice must be submitted, it shall be on a separate invoice.

(c) Payments are authorized in arrears and only upon receipt of a properly prepared invoice. VA will pay the Contractor in accordance with the

Prompt Payment Act; normally this is within 30 days of receipt of a properly prepared invoice. Detroit VAMC personnel will certify the accuracy of each invoice before payment is issued.

(d) The Contractor shall include on all invoices the following information for each trip billed per patient:

(1) Odometer reading at beginning of trip

(2) Odometer reading at pick up of veteran

(3) Odometer reading at end of trip

(4) Date of transportation http://www.ob10.com/

(5) Patient’s Full Name

(6) Last 4 of Social Security Number

(7) Pick up point including Zip Code

(8) Destination / Drop off point including Zip Code

(9) Basic Rate

(10) Mileage cost (if appropriate)

(11) Waiting Time (if appropriate)