Attachment 2 - Revised PWS.pdf

PERFORMANCE WORK STATEMENT (PWS) (Revised)

1. PURPOSE:

The Contractor shall furnish the necessary personnel and equipment to provide twenty-four (24) hour, seven (7) day a week wheelchair van, sedan, and stretcher van transportation services to the beneficiaries of the William S. Middleton Memorial VA Hospital (VAH) in Madison, WI, and associated Community-Based Outpatient Clinics (CBOC). Service will be from Veterans' residences, Dane County Regional Airport, major transit stations, or designated pick-up locations to VA or non-VA facilities providing care at VA expense. Vehicles transporting patients shall not carry any person not listed on the manifest sent to the Contractor by a VA employee from the patient beneficiary office. The VA intends to award a single IQC (Indefinite Quantity Contract) with a five-year ordering period with five one-year priced periods. Actual trip quantities may vary and are based on annual estimates. Contractor shall have adequate fleet of wheelchair-capable passenger vans, stretcher-capable passenger vans, and ambulatory sedans, as well as a sufficient number of licensed drivers to meet the demand of the facility. If current fleet is determined to not meet the demand, the facility will request the contractor increase the appropriate fleet vehicles by an agreed upon number. This expense will be the responsibility of the contractor.

2. REQUIREMENTS: See Appendix I and II for the Historical Usage Chart, Definitions, and Acronyms.

2.1 VEHICLE REQUIREMENTS:

The Contractor must meet all safety and mechanical standards established by local, state, and federal statutes and regulations. Vehicles used to provide services under this contract shall meet requirements including, but not limited to, the following. An inspection checklist shall be completed for each vehicle daily and must address at least the following items. This checklist for the applicable service date shall be kept in the vehicle. After the day is over, the checklist shall be retained by the Contractor to be made available to the Government upon request.

2.1.1. Have passed the applicable state's Department of Transportation safety inspection.

2.1.2. Have functioning mechanisms which ensure that all access doors are capable of being opened from the inside and remain closed and secure during travel.

2.1.3. Have a functioning speedometer indicating speed in miles per hour and a functioning odometer correctly indicating distance in tenths of a mile.

2.1.4. Be equipped with operational air conditioning and heating systems. If the air conditioning system becomes inoperable when the high temperature is forecasted to reach 79 degrees or more, the vehicle shall be immediately pulled from service at the termination of the current trip and shall not be used again for service under this contract until the air conditioning system has been repaired.

2.1.5. Have exterior free of grime, oil or other substances, and be free from cracks, breaks, dents, and damaged paint that noticeably detract from the overall appearance of the vehicle.

2.1.6. Be equipped with hubcaps or wheel covers.

2.1.7. Have all body molding in place, or if removed, holes shall be filled and painted.

2.1.8. Have passenger compartment clean of dirt and free from torn upholstery or floor coverings, damaged or broken seats, protruding sharp edges, and vermin or insects.

2.1.9. Have unobstructed vision on all sides.

2.1.10. Be equipped with an operable two-way radio and/or cellular telephone communication system, which affords contact with the vehicle during all hours of operation. Pagers are not an acceptable substitute.

2.1.11. Have windows and doors which can be opened and closed in accordance with manufacturer’s standards.

2.1.12. Not having leaks of any kind.

2.1.13. Be equipped with a functioning horn.

2.1.14. Have operable seat belts on all seats.

2.1.15. Have fully charged, certified, and non-expired fire extinguisher.

2.1.16. Wheelchair vehicles shall be equipped with lifts or ramps, with a minimum lift capacity of 800 pounds, and shall have wheelchair tie-down straps and effective securing devices to secure both wheelchair and wheelchair occupants.

2.1.17 Stretcher capable transportation vans shall be equipped with a stretcher/cot, stretcher locking system, and effective securing devices to secure both the stretcher/cot and stretcher occupant. Stretcher vehicles shall have a safe and approved loading system with a sufficient rated capacity to safely load, unload, and transport the stretcher occupant IAW applicable safety standards.

2.1.18. Have a backup for all lift capacities. The lift 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.

2.1.19. A fixed seat position or a fixed secured floor or sidewall wheelchair lock shall be approved for each ambulatory or wheelchair-bound passenger being transported, according to the passenger’s needs.

The driver shall ensure wheelchair/stretcher locks are secured and seat belts and shoulder harnesses are in place before the vehicle is driven.

2.1.20. The Contractor shall provide the Contracting Officer’s Representative (COR) with a list of all vehicles used to provide services under this contract, including vehicle license numbers, insurance certificates, and the current odometer reading for all vehicles prior to initiating service. An updated list shall be provided to the COR monthly.

2.1.21. All vehicles shall be made available for inspection at any reasonable time (in accordance with paragraph 2.3.5) during the performance of this contract when requested by the Contracting Officer (CO) or COR. Any vehicle found not in conformity with the above standards, or any vehicle receiving two (2) or more unsatisfactory findings, within a five (5) day period, shall be removed from service immediately.

That vehicle shall not be put back into service until subsequent inspections verify correction of the deficiencies. The VA reserves the right to order the immediate removal from service of any vehicle not in compliance with any vehicle standards referenced herein. Failure to comply with this requirement may be cause for disallowance of compensation for services rendered in the violating vehicle.

2.1.22. The Contractor shall assign each vehicle a number that will be displayed on placard(s) within the vehicles. These placard(s) must be easily visible to any passengers transported in the vehicle. The Contractor shall provide a list of all assigned vehicle numbers by Vehicle Identification Number (VIN) to the COR within 30 days of award of the contract.

2.1.23. All vehicles shall be serviced with sufficient fuel to complete patient transport without stopping to refuel during patient transport. For patient trips more than 150 miles, refueling the vehicle is permitted as necessary.

2.2 VEHICLE INSPECTIONS:

2.2.1. The Contractor shall follow an approved inspection plan that specifies the areas to be inspected on both a scheduled and unscheduled basis, how often inspections shall be accomplished, and the company or title of the individual(s) who shall perform such inspections. Inspection reports shall be made available upon request.

2.2.2. The VA shall inspect all vehicles that are to be utilized in the performance of this contract. These inspections shall be conducted at the beginning of the contract and before each initial use of a vehicle.

2.2.3. Contractor shall not use any vehicles for this contract that do not pass inspection based on criteria in section 2.1.

2.2.4. Contractor shall contact the VA to coordinate the date, time, and location for inspections.

2.2.5. At the VA’s discretion, the VA shall inspect vehicles periodically to ensure vehicles meet VA standards for patient transportation. If/when periodic inspections occur, they shall be conducted at random by the VA and may be conducted at a Government or a Contractor facility. If conducted at a government facility, vehicle(s) designated to be inspected will be instructed to arrive early for a previously scheduled transportation order. If/when an inspection is to be conducted at a Government facility, the contractor shall have no less than two (2) hours’ notice for each vehicle to be inspected. During the two (2) hour period, the contractor shall have one (1) hour to get the respective vehicle to the Government facility one

(1) hour earlier than the scheduled patient pick-up time during which time the inspection shall occur. The contractor shall not be entitled to extra compensation for arriving at the facility early nor for inspection time. If a vehicle is instructed to be at a facility for an inspection without a corresponding transportation order, the Government will consider this a “No Load” order and compensate the contractor for a one-way trip at the Flat Rate. If/when an inspection is conducted at the Contractor’s facility, the contractor shall have an hour notice, and all vehicles performing services against the contract that are not currently transporting VA patients shall be subject to inspection. The Contractor shall not be entitled to compensation for inspections occurring at the Contractor’s facility.

2.3 OTHER REQUIREMENTS:

2.3.1. The contractor shall supply a wheelchair or stretcher for transporting patients. VA-owned wheelchairs or stretchers marked as VA Property may not be removed from the medical center without approval from the Mobility Manager, the Beneficiary Travel Supervisor, or Administrative Officer of the Day (AOD).

2.3.2. Due to weight or size, some patients may be defined as “bariatric” patients and require the use of oversized wheelchairs and/or high-back wheelchairs (supplied by the VA or the patient). Because of specialized care for Spinal Cord Injury patients, their motorized wheelchairs will need to accompany these patients in the vehicle so that the wheelchair may be adjusted to changing pressure points.

2.3.3. If a patient being transported declines to be properly belted or removes the securement devices himself/herself, the driver shall immediately notify the Contracting Officer’s Representative of this fact prior to departure or upon arrival at the destination. The Contractor shall not transport any patient who refuses to be properly secured while being transported.

2.3.4. Patients using motorized electric carts (supplied by the patient) shall be secured in accordance with Federal and State regulations for transport or transfer to a manually operated wheelchair before being loaded into the vehicle. The motorized cart will be loaded separately and must be secured to the vehicle during transport.

2.3.5. Some patients may have to transfer to the standard passenger bench seat and wear the safety belt required for riding in that seat. 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. This will be treated as a “No Load” situation, per section 4.1.2.

2.3.6. If or when patient’s medical records are transported, Contractor shall ensure that Privacy Act of 1974 guidelines are followed.

2.3.7. Contractor shall provide personal protective equipment (gloves) and spill kits to drivers to ensure they are adequately prepared to address biological fluids.

2.4 DRIVERS' DUTIES:

2.4.1. The driver shall provide “through the door service” for patients to and from their designated appointments.

2.4.2. Patients are to be picked up or dropped off on the ward, in their homes, in their clinic, or at other stated areas and taken to their stated destination or appointment.

2.4.3. Assistance in maneuvering stairs and other barriers must be provided by the driver and/or attendant as necessary.

2.4.4. When a patient is delivered to or departing from a destination, including a clinic, medical appointment, residence, or other authorized location, the driver or attendant shall notify a responsible party of the patient’s arrival or departure, as applicable, when such notification is possible. “Responsible party” means professional staff at the medical center, clinic, appointment location, transportation point of contact, or other receiving facility staff responsible for the patient’s arrival or departure. When a patient is delivered to or picked up from a residence, the driver or attendant shall notify the patient’s “concerned other”, when one has been identified and is available. For purposes of this requirement, “concerned other” means a family member, caregiver, legal guardian, emergency contact, or other individual identified by the patient or the VA as someone to be notified regarding the patient’s transportation. If no concerned other has been identified, is available, or can be contacted, the driver or attendant shall document the circumstance in accordance with the Contractor procedures and notify the VA point of contact when required or when patient safety concerns exist.

2.4.5. When a veteran is picked up at a public transportation area (i.e. airport, train station), the VA shall provide the contractor with the arrival information, and the driver/attendant shall meet the veteran in the terminal and provide assistance to the veteran and load their luggage to the vehicle.

2.4.6. If a patient is identified as “Companion Required,” it means the patient is medically incapable of being left unattended under any circumstances. If this patient has no escort of their own, the driver will escort the patient to the waiting area of the medical appointment location and ensure clinic staff is aware of the patient’s arrival and status of “Companion Required” prior to leaving the patient. The driver shall notify the VA Police immediately in the event that contact is lost with a patient classified as such.

2.4.7. Drivers or dispatchers shall immediately contact the VA Transport Office for approval, prior to transporting a VA beneficiary if they appear to be under the influence of drugs or alcohol, or in possession of illegal drugs. Drivers shall not transport anyone who insists on smoking during the transport, this includes drivers and attendants as well. All Contractor personnel shall always display professional manners. Rude or obscene behavior or language will not be accepted.

2.5 ATTENDANT'S DUTIES:

2.5.1. Attendants shall be provided by the Contractor upon request. Attendants are required in conjunction with drivers primarily when a Veteran requires specialized care, physical assistance, or behavioral monitoring during transport that a single driver cannot safely provide; VA personnel will notify the contractor when an attendant is required. Historically, ~25 trips per year require an attendant - see Appendix I.

2.5.2. Attendants shall assist the driver with the transportation of patients as required. Such assistance may include informing responsible parties at the destination of the patient’s arrival, meeting the patient at the pickup location, escorting the patient to and from the vehicle to the pickup location and destination, and assisting the patient with entering and exiting the vehicle.

2.6 PERSONNEL QUALIFICATIONS FOR DRIVERS AND ATTENDANTS:

2.6.1. The Contractor shall provide the VA an updated list of personnel by the fourth day of each month when additions or deletions have been made during the previous month. The Contractor shall ensure that all drivers providing services under this contract shall have less than five (5) current points assessed against their driver’s license, none of which were assessed for “Reckless Driving.” The VA reserves the right to order the removal from service any driver who violates the provisions of this section. Contractor shall provide a readable copy of the state driver’s license as supporting documentation.

2.6.2. The Contractor shall maintain a record of each employee as to the character, current driving records, received complaints, and physical capabilities associated with performing the required duties of driving and assisting patients as required. The Contractor shall make these records available for inspection upon request by the VA. Records shall include the steps taken for corrective action.

2.6.3. Contractor shall conduct drug testing in accordance with Department of Transportation (DOT) standards of all personnel and submit the results to the VA prior to the driver performing duties under this contract. Contractor shall likewise conduct random drug testing annually for a minimum of 10% of their employees and provide these results to the VA upon request.

2.6.4. Drivers shall wear clean and unsoiled uniforms of the Contractor with a VA Contractor picture identification (ID) badge that clearly identifies the company they work for. Uniforms shall consist of a collared shirt (i.e. polo shirt), slacks or shorts, and closed-toe shoes. Uniforms shall not include baseball caps or high-heeled shoes.

2.6.5. Prior to performing services under this contract and every two years thereafter, each driver shall obtain a physician’s statement, or the statement of a nurse practitioner certified by the American Nurses’ Association (or other professional nursing certifying organization having authority to certify registered nurses in advanced nursing practice) that the driver has no current medical condition that interferes with the driver’s ability to drive safely or perform tasks associated with patient assistance. It must be obtained before driving a special transportation service vehicle. Drivers for facilities that are licensed by the Department of Health or the Department of Human Services and required by either of those departments to provide a physician’s or nurse practitioner’s statement of health on a regular basis may substitute that form or statement for the form required in this part. A driver who has a commercial driver’s license and a corresponding valid Federal medical card (FEDMED) may furnish a copy of that card instead of furnishing the physician’s statement of health.

2.6.6. Each driver must be at least 19 years of age and have not less than three years of experience as a licensed driver. Each driver’s record for the past three years shall have no convictions for driving a motor vehicle without a valid license for the class of vehicle driven; and each driver’s driving and criminal records shall have no conviction for driving under the influence of alcohol or a controlled substance, for alcohol-related driving, or driver's license revocations. All drivers providing services under this contract shall have less than five (5) current points assessed against their driver’s license, none of which were assessed for “Reckless Driving.”

2.6.7. Each driver must pass the Contractor’s background check and must not have been convicted of (or have any pending charges for) a felony for the past five years. Drivers (and Contractor) must report any new or additional charges or convictions if they arise during the course of performance under this contract so VA can review them and determine whether the driver needs to be discharged of his or her duties until the matter is adjudicated.

2.6.8. Investigative Requirements for Contract Personnel: Contract personnel will be subject to the same level of investigation as those for regular VA appointees and employees. The level of investigation commensurate with the level of access to perform the stated duties is a Special Agreement Check (SAC).

Fingerprinting for contract personnel will be conducted at the Middleton Memorial VAH. Thereafter the contracted employees will be subject annually to the same requirement, with a 90-day window to complete such requirement as provided by the Middleton Memorial VAH. The VA Security and Investigation Center (SIC) is responsible for adjudicating all background investigations for contract employees.

2.6.9. Drivers must be able to speak fluent English.

2.6.10. Drivers must comply with all local, state, and federal regulations and licensing requirements.

2.7 CONTRACTOR EMPLOYEE CONDUCT: The following acts are not permissible by Contractor employees that provide services under this contract or while on VA premises.

2.7.1. Use of intoxicating liquors, narcotics, or controlled substances of any kind (excluding doctor’s prescriptions that do not impair the driver’s driving ability) while on duty or reporting for duty while under the influence of liquors, narcotics, or controlled substances of any kind (excluding doctors’ prescriptions that do not impair the driver’s driving ability).

2.7.2. Gambling while on duty in any form.

2.7.3. Smoking, vaping, and other uses of tobacco while on duty. Both patients and Contractors are prohibited from smoking in vehicles at any time. The smell and residual smoke may cause other patients who shall be riding in the vehicle to become ill.

2.7.4. Carrying of pistols, firearms, or concealed weapons.

2.7.5. Resorting to physical violence to settle a dispute with a fellow employee, customer(s), or the general public while on duty.

2.7.6. Use of loud, indecent, or profane language and/or making threatening or obscene gestures toward customers or other employees.

2.7.7. Stopping for personal business, including the excessive use of restroom facilities, while the vehicle is occupied by a passenger. The driver shall not leave the vehicle with the key in the ignition at any time.

2.7.8. Engaging a customer in a verbal confrontation in an attempt to settle a disagreement. Should a disagreement arise, the driver shall contact his dispatcher/supervisor via the radio system or cell phone (as per paragraph 2.1.10).

2.7.9. Soliciting or accepting money for any reason (including tips) from customers, companions, or others at any time.

2.7.10. Drivers who accumulate five (5) unrelated, substantiated complaints in a 12-month period shall be prohibited from providing any further services under this contract. The VA reserves the right to bar any driver from transporting VA beneficiaries should he/she violate any terms of this contract.

2.7.11. Communication via radio and/or cell phone, etc., from within any vehicle performing to meet the terms and conditions of this contract shall be in accordance with all applicable laws and regulations, policy, and, in all cases, must be conducted in a manner that does not jeopardize the safety of any person being transported.

2.8 DRIVER & ATTENDANT TRAINING REQUIREMENTS: Contractor personnel shall complete all required training before providing services under this contract. All training requirements shall be verified and accepted by the COR or authorized VA personnel.

2.8.1. Each employee shall complete four (4) hours of training in first aid (or show evidence of possessing American Red Cross First Aid Certificate) and shall successfully complete a refresher first aid course every two (2) years.

2.8.2. Drivers and attendants shall have successfully completed a minimum eight (8) hour training class in the techniques of transporting and assisting elderly, physically handicapped, and mentally challenged patients which shall include instruction in the following elements:

2.8.2.1. Training on characteristics of the aging process and major disabling conditions. Mandatory training requirements for drivers and attendants to ensure they understand the physical, cognitive, and emotional needs of elderly and disabled veterans. This requirement mandates that transportation providers demonstrate knowledge of how aging and specific disabilities affect passenger safety, mobility, and communication. Drivers must complete training that covers how to handle passengers with limitations, such as cognitive impairments (dementia/Alzheimer’s), mobility issues (wheelchairs/scooters), or sensory losses (hearing/vision).

2.8.2.2. Training on common assistance devices used by elderly and handicapped patients.

2.8.2.3. Training on attitudes toward elderly, handicapped, or mentally challenged patients which includes the participation of elderly, handicapped, or mentally challenged patients.

2.8.2.4. Instruction in methods of handling wheelchairs.

2.8.2.5. Instruction in moving, lifting, and transferring patients.

2.8.2.6. Guidelines for transporting handicapped patients.

2.8.2.7. Instruction in the operation of lifts, ramps, wheelchair, and stretcher securement devices.

2.8.3. Each employee shall be instructed in the use of a fire extinguisher, radio dispatch, vehicle ramp operations, wheelchair lift, and securement devices; and shall call 911 in a medical emergency or accident.

2.8.4. Each employee shall complete four (4) hours of classroom instruction in defensive driving and two

(2) hours of abuse-prevention training.

2.8.5. The Contractor must have on file satisfactory evidence of the above training, evidence that the instructor is qualified to teach the above, and the certificates for instructor and trainee/driver for First Aid available for review and inspection by the VA.

2.8.6. A record of each employee's character and physical capability of performing the duties of a driver or attendant must be maintained and made available for inspection upon request.

2.8.7. Contractor must have on file satisfactory evidence of Sexual Harassment training for all employees providing services under this contract.

2.9 COMMUNICATION SYSTEM:

2.9.1. The Contractor shall maintain sufficient telephone capacity to ensure immediate communication access between the VA and the Contractor’s facility for the purposes of conducting business in the performance of the contract.

2.9.2. The Contractor shall have telephone, facsimile and internet coverage to accept calls, faxes, emails and online internet requests from the VA seven (7) days a week, 24 hours a day to ensure there is immediate access and communication between VA personnel and the Contractor.

2.9.3. The Contractor shall ensure the availability of mobile radio and/or cellular telephone communication, at all times, with all vehicles providing transportation service.

2.9.4. The Contractor shall provide the VA with the name and phone number of the person to contact in case of any issues or concerns with contract performance.

2.10 GLOBAL POSITIONING SYSTEM (GPS): All Vehicles shall be equipped with a GPS tracking system or another system that has the following capabilities:

2.10.1. Line Mapping – step-by-step directions.

2.10.2. Landmark Stop – gives you point-by-point directions with major landmarks.

2.10.3. Mileage – gives you the daily travel mileage from point to point daily.

2.10.4. Wait/Idle Time Tracking – gives you the time a vehicle spent waiting at a pickup location.

2.10.5. Record the vehicle speed while in motion for the duration of the trip.

2.10.6. Data must be exportable to the Government for the purpose of trip mileage and wait time verification. Data must be kept on file and readily available upon request for a duration of 6 months after the date of transport.

2.11 CERTIFICATION OF INSURANCE COVERAGE:

Within ten (10) days after the 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 $20,000 per occurrence for property damage, and an endorsement to the effect that cancellation or any material change in the policies that adversely affect the interests 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 the Insurance Carrier. At no point shall the Contractor be operating with less than the above insurance.

2.12 COMMERCIAL SCHEDULING AND TRACKING SOFTWARE:

The Contractor shall use the VA secure web-based software system, VetRide, or VetRide’s successor system, to schedule, edit and track rides. VetRide, or its successor system, shall be used for dispatching, billing and reporting needs. Training and access will be made available after contract award. The Contractor shall use a secure web-based software system that supports order taking, trip editing, automated scheduling, dispatching, billing, and reporting. The Contractor shall furnish scheduling and tracking information to the VA upon request.

2.13 SEASONAL INFLUENZA PREVENTION PROGRAM:

Before the start of contract performance, and by November 30 of each year thereafter, all Contractor personnel providing services in VA locations where patients receive care and all personnel who come into contact with VA patients must sign and submit to the VA the Health Care Personnel Influenza Vaccination Form (or equivalent) to indicate whether they have been vaccinated for influenza, provide necessary documentation if they have been vaccinated, and acknowledge that they have read, understood, and agree to comply with the requirement that in the absence of vaccination they will be expected to wear a face mask throughout the influenza season when in VA locations where patients receive care or when expected to come into contact with VA patients, including during transport.

Influenza vaccine is any FDA-approved, commercially available product recommended by the Centers of Disease Control and Prevention (CDC) for the prevention of influenza in a particular season. A face mask is a surgical mask worn over the nose and mouth. Fitted N95 respirators or other respirators are not required.

2.14 COVID-19 OR OTHER SIMILAR INFECTIOUS DISEASES:

2.14.1. Contractor shall not refuse transports of COVID-19 positive or other similarly infected patients.

2.14.2. Contractor shall abide by all additional procedures and precautions that may be implemented by the VA based on VA-issued guidance and/or CDC recommendations.

2.14.3. Contractor shall have a written policy of steps they will take to prevent the spread of COVID-19 or other similarly infectious diseases by their employees and/or vehicles.

3. TRANSPORTATION REQUEST:

3.1 TRANSPORTATION REQUEST: A transportation request is defined as one incidence for wheelchair transportation, stretcher transportation, or sedan services by the VA to the Contractor and shall be one-way only. At the discretion of the VA, more than one patient may be transported per trip.

3.1.1. The Contractor may be required to provide an attendant for some transportation requests as deemed necessary by the VA.

3.1.2. All transportation requests will be submitted through VetRide, or its successor system, except “late add” requests, which may be transmitted another way, agreeable to both parties such as telephone, facsimile, internet, website, software, portal, in person, or other arrangements deemed tenable by both the VA and Contractor.

3.1.3. Only authorized VA personnel are authorized to place transportation requests or make changes to transportation requests. Non-authorized VA employees, patients, and private agencies (e.g., nursing homes) are not authorized to place transportation requests. Should the Contractor provide transportation scheduled by anyone not authorized to do so, the VA will not be responsible for payment for that trip.

3.1.4. For each ride, the Contractor will be given the patient’s name, phone number, medical facility appointment time, pick-up address, attendant or caregiver/escort information (if applicable), drop-off address, and any other applicable details (e.g., specific clinic, ward, room number, etc.).

3.1.5. Contractor will be expected to calculate the actual veteran patient’s pick-up time after being provided with the veteran's medical appointment time and location. These calculations may account for weather, traffic, distance, and other factors; however, the guidelines in paragraph 4 in reference to drop-off times must be adhered to.

3.1.6. VAH authorized personnel shall provide written, telephone, facsimile, internet, website, software, portal, in person, or other transportation requests to the Contractor for next-day transportation requirements with the final manifests submitted by 7:00 PM.

3.1.7. Telephonic transportation requests will be confirmed in writing by the Contractor in the Amended Order Manifest.

3.1.8. The Madison VA Travel Office shall maintain a transportation order manifest for all transportation requests.

3.1.9. The government anticipates the majority of the transportation services will be required between 6:30 AM and 7:00 PM, Monday through Friday.

3.1.10. Scheduled trips are those which the Contractor has been given advance notice defined as notice given by 7:00 PM the day prior to pick-up for required services and a specific pick-up time.

3.1.11. Changes shall be annotated in the Amended Order Manifest.

3.1.12. Patients waiting for return transportation (departing from a respective facility to the veteran’s drop-off point, e.g., residence) shall be picked up no later than one hour of notification. Patients classified as “Companion Required” shall be picked up no later than 30 minutes of notification.

3.2 SAME DAY TRANSPORTATION REQUEST: During the course of the day, it may become necessary to add patients to the daily manifest. When this occurs, the VA shall notify the Contractor via fax, telephone, or electronically. The VA and Contractor shall agree on a reasonable pick-up time taking factors such as appointment times, distance, time of day, etc., into consideration.

The VAH Transport Office shall maintain a log for all same-day trips (including weekends and holidays) which shall include the patient’s name, location/destination, time of call, and requested pick-up time. The Contractor shall immediately confirm the request and confirm the time the patient will be picked up.

4. PICK-UP AND DELIVERY: The medical appointment times determine when the Veteran is picked

up. Medical appointment times are identified by the VAH Transport Office at the time the order is placed.

The Contractor determines the scheduled pick-up time, and this must be communicated to the patient and made available to the VA upon request.

For pick-ups, the Contractor can arrive up to 15 minutes before a scheduled pick-up time to 15 minutes after the scheduled pick-up time and still be considered on time. Patients must be dropped off at the scheduled drop-off locations (as designated by the facility) no earlier than 45 minutes before and no later than 15 minutes prior to the scheduled medical appointment. Contractor must notify VAH Transport Office if the patient is running late to a medical appointment.

4.1 CANCELLATIONS: The Government reserves the right to cancel any patient pick-up due to late Contractor response time (late defined as 30 minutes) after the specified pick-up time at no additional cost to the Government. The Government may either reschedule the pick-up for another time or employ the services of another firm, contracted or non-contracted, for same-day service. The Contractor may be responsible for all additional costs incurred by the Government if another firm is utilized. In the event of a cancellation due to contractor delay, the Contractor shall submit a detailed, written report within 24 hours documenting the cause of the delay, the efforts made to mitigate it, and corrective actions taken to prevent recurrence.

4.1.1. The Contractor shall not charge for scheduled trips canceled at least sixty (60) minutes prior to pick-up time. In the event that cancellation is made at least 60 minutes prior, but due to the long distance associated with the pick-up, the vehicle has already been dispatched, the cancellation will be treated as a “No Load” (per section 4.1.2).

4.1.2. A “No Load” is defined as a trip where no passengers were loaded or transported due to no fault of the Contractor (Veteran patient no-show, refusal to transport, etc.). All instances of a “No Load” will be documented by the Contractor and emailed to the VAH Transport Office no later than the next business day after the scheduled transport. In instances where the Contractor is at a Veteran’s residence and makes contact with the Veteran, and the Veteran states they do not have an appointment, the Contractor shall contact the VAH Transport Office or AOD. This will allow the VA to verify if the Veteran does have a scheduled appointment and give the Veteran a second chance at accepting the ride.

4.1.3. The Contractor must annotate a “No Load” on the invoice and document the reason for the “No Load.” Invoicing for “No Loads” is as follows:

4.1.3.1. If the Contractor vehicle is no loaded at the Middleton VA Hospital (e.g., patient will not be ready for transport for an hour or more), the Contractor shall invoice the applicable one-way base rate only. No mileage shall be invoiced.

4.1.3.2. If no-loaded elsewhere, other than the VA Hospital, the Contractor will invoice the applicable base rate only. No mileage shall be invoiced.

4.1.3.3. The Government shall not pay mileage for any “no-load” trips.

4.2 SERVICE DISRUPTION: The Contractor shall immediately report any and all vehicle breakdowns or other problems that may cause service disruptions to the VA. When breakdowns occur, the Contractor shall provide a backup vehicle to minimize any delay or inconvenience to the customer(s). When conditions neither foreseeable nor controllable by the Contractor occur, such as severe storms, flooding, hazardous road and travel conditions, time, and distance requirements, they shall be considered secondary to safety precautions. Delays or exceptions to the required quality of services shall be reported to the VA.

4.3 INCIDENT REPORTING: Contractor shall immediately report all medical incidents and accidents, including those where there is no apparent injury to the patient, to the VAH Mobility Manager. The Contractor shall provide a written report documenting the facts of the incident/accident to the VAH Mobility Manager within 24 hours of the occurrence. The written report shall include the names, addresses, and telephone numbers of any witnesses as well as any applicable police reports. Any accident involving major damage, serious personal injury, or loss of life shall be reported to the VAH Mobility Manager. Records shall be kept for three (3) years for each accident a vehicle is involved in, including the repair work required to return the vehicle to service.

4.3.1. Driver will not detour or stop for personal trips requested by patients (i.e., store, pick-up laundry, etc.). The Contractor shall not be held liable for nonperformance caused by an occurrence beyond the reasonable control of the Contractor and without its fault or negligence, such as acts of God or the public enemy, acts of the Government in its sovereign or contractual capacity, fires, floods, epidemics, quarantine restrictions, strikes, and unusually severe weather. The Contractor MUST notify the VA with as much advance notice as possible should any of these occur.

5. NUMBER OF PATIENTS: At the discretion of the VA or the Contractor, more than one patient may be transported per trip. Generally, up to two patients may be transported on one trip, however, no more than the number authorized by the State in which they are operating. The VA shall allow the Contractor to charge for two base rates (wheelchair or sedan) when more than one patient is transported. The Contractor shall charge mileage for the higher mileage trip. The Contractor shall ensure that pick-ups and drop-offs are scheduled so that the total distance traveled results in the most economical charge to the Government.

One family member or caregiver who is at least 18 years of age will be permitted to accompany the patient at no charge.

6. RATES:

6.1 TRIP CHARGES: This section applies to loaded (patient onboard) services only.

6.1.1. For all one-way trips within 30 miles from the pick-up location, the Contractor shall receive the base rate awarded for that trip. The Contractor shall also receive the mileage charge in addition to the base rate for any one-way trips in excess of 30 miles. In no event shall the Contractor receive reimbursement for the mileage charge for any mileage under 30 miles.

6.1.2. The Contractor shall ensure that pick-ups and drop-offs are scheduled so that the total distance traveled results in the most economical charge to the Government. Payment for mileage traveled beyond the first 30 miles of the transport, to or from the point of care, shall be limited to the VA’s calculated trip mileage according to the accepted VA method. The accepted VA method for calculated trip mileage is currently Bing Maps. The Government will notify the Contractor if the accepted VA method changes. See the Price/Cost Schedule for the estimated annual quantity of mileage in excess of the 30 miles included in the Base Rates. Base rate charge is inclusive of tolls, parking, and airport fees.

6.1.3. Mileage shall be rounded up to the nearest whole mile.

6.2 WAITING TIME: Rates shall include one half-hour of waiting time at either end or both ends of a trip. Waiting time will begin at the actual point of pick-up, i.e., on the ward, at the clinic, or at the patient’s residence. Billable waiting time accrues when the Contractor has been present at the pick-up location for more than 30 minutes beyond the initial pick-up time. The Contractor will be reimbursed at the rate indicated per quarter-hour, in excess of the initial one-half hour allowed. Anytime the Contractor anticipates a delay for which he/she expects to claim reimbursement, the Contractor must call the VAH Transport Office and advise that a delay is anticipated and the approximate time of such delay for which he/she expects to claim reimbursement. This call is only for the purpose of verifying his/her arrival time at the pick-up or drop-off point and is not necessary if the Contractor anticipates no delay for which he/she will claim reimbursement. However, if prior notification has been given to the Contractor that waiting time in excess of the initial 30 minutes will be required, the Contractor is not obligated to call for verification. The Contractor shall be responsible for all costs incurred in verifying waiting time charges.

7. COMPLAINTS HANDLING: The VAH Mobility Manager shall monitor the service provided. The Contractor shall cooperate with the VAH Mobility Manager in providing information and answering questions related to any and all incidents. All complaints received by the VAH Mobility Manager and forwarded to the Contractor shall be investigated promptly. After investigation and disposition, the Contractor shall respond to the VAH Mobility Manager in writing within three (3) business days after receipt by the Contractor. The Contractor’s report to the VA shall include the steps taken for corrective action.

8. QUALITY CONTROL PROGRAM: The Contractor shall comply with their approved Quality Control Plan (QCP) to assure that the requirements of this contract are provided as specified. The Contractor shall also comply with their approved management plan. The Contractor shall furnish records if requested by the Contracting Officer or COR. The Contractor’s QCP shall include, at a minimum, the following:

8.1. An inspection plan outlining all services defined in this contract. The inspection plan shall specify the areas to be inspected on both a scheduled and unscheduled basis, how often inspections shall be accomplished, and the title of the individual(s) who shall perform inspections.

8.2. The QCP shall include the methods for identifying and preventing deficiencies in the quality of services being performed before the level of performance becomes unacceptable.

8.3. The QCP shall have on-site records of all inspections conducted by the Contractor and corrective action taken.

8.4. The QCP shall have on-site records of all vehicle maintenance and repairs performed on vehicles used in the performance of this contract.

8.5. A description of the company’s system for maintaining records of all incidents, investigations, and specific steps taken for corrective actions.

9. INVOICING: An itemized invoice shall be submitted electronically through Vetride, or its successor system, by the first workday of each week for the trips executed and "No Loads" approved for the prior week. Invoices shall include the following information:

9.1. Cover sheet with gross totals for the week, including:

9.1.1. Contract Number

9.1.2. Purchase Order (PO) Number

9.1.3. Period of Performance

9.1.4. Aggregate quantities of each line item invoiced (i.e., total number of sedan base rates, total sedan mileage, etc.)

9.2. Itemized trip information for every trip, including:

9.2.1. Patient’s Name

9.2.2. Date

9.2.3. Pickup Location

9.2.4. Destination

9.2.5. Vehicle Class (Ambulatory Sedan / Wheelchair Van/ Stretcher Van)

9.2.6. Scheduled Pickup Time (provided upon request)

9.2.7. Actual Pickup Time (provided upon request)

9.2.8. Waiting Time Charges

9.2.9. Cancelation / “No Load” Charges with reasons

9.2.10. Total Trip Cost

9.2.11. Explanation of any charges associated with “No Loads” or wait time

9.2.12. How the order was received (e.g., daily transportation manifest, same day call-in, fax, VETRIDE)

9.3. A week is considered from Sunday through Saturday.

9.4. Invoices will be submitted through Vetride or its successor system.

10. COMMUNICATION WITH VA: The VA will have primary points of contact for various issues that may arise. Conversely, the Contractor shall have representatives at the same level or higher to promote open communication 24 hours a day, 7 days a week. Examples of communication with the following VA personnel include:

10.1. Contracting Officer’s Representative (COR): Appointed in writing upon contract award. Assists in the technical monitoring and administration of the contract. The COR will coordinate and track required TMS training and is the primary recipient of any records and reports submitted by the Contractor.

10.2. VAH Mobility Manager: Handles daily operational issues (e.g., dealing with patient safety, invoicing questions, law enforcement issues).

10.3. Transportation Coordinators (AODs for after duty hours): Resolves scheduling conflicts, no shows, and cancellations, and provides assistance with any transportation issues during any transport (e.g., flat tire, no load, seatbelt refusal).

10.4. Contracting Officer: Handles contractual matters and is the only person authorized to change the terms and conditions of the contract.

10.5. Authorized VA Personnel: Responsible for one-way communication involving placing, canceling, or changing transportation requests.

11. PATIENT WELFARE AND ABUSE:

11.1. The Contractor shall be responsible for patient welfare during the transport of patients to or from the Madison VA Hospital. Drivers shall secure all patients and passengers with approved security devices before transport. The Contractor shall ensure that the patient's belongings are properly accounted for and delivered with the patient. The Government expects the successful quoter to exercise extreme caution and care in handling patients. Any abuse of patients shall be grounds for default action or termination of the contract.

11.2. The VA reserves the right to bar any driver from transporting VA beneficiaries if he/she violates any terms of this contract.

11.3. The Contractor’s driver is only required to restrain a patient with seatbelts, stretcher securements, and/or wheelchair tie-downs. The driver shall immediately contact the VA Transport Office and

Contractor’s dispatcher if there are any disturbances involving the patient. When necessary, the driver shall contact the local police department for immediate assistance.

12. PRIVACY TRAINING & INFORMATION SECURITY: All personnel providing services under this contract shall complete privacy training within the first 30 days of the contract. The COR will notify the Contractor when training is scheduled. All trip tickets, printed material, and electronic data shall be kept secure. All paper documents, trip tickets, spreadsheets, etc. created will be shredded before disposal or returned to the VA Travel Benefits Office.

13. EMERGENCY PREPAREDNESS PLAN: During a disaster/emergency situation, the Contractor shall continue to provide wheelchair and stretcher van services IAW the contract requirements. A Disaster/emergency situation will be determined by the Medical Center Director when patient evacuation is required. If the Contractor is required to conduct multiple evacuations, surge capacity service is limited by the total number of vehicles available under the contract.

14. PERFORMANCE STANDARDS: The Contractor shall maintain performance standards in accordance with the Minimum Performance Standards table below:

14.1. Drivers shall be appropriately attired in accordance with 2.6.5 above.

14.2. Driver shall ensure the patient is completely secured (fastened seat belts) before transport in accordance with section 2.2.

14.3. Contractor shall immediately notify the VA of any vehicle breakdowns or other problems that can result in service disruption.

14.4. Contractor’s performance shall comply with all federal, state, and local laws, including Department of Transportation, 49 CFR, and Parts 27, 37, 38, 571 and VA standards.

Minimum Performance Standards:

Task

PWS

Reference

Standard Acceptable Quality Level

Method of Surveillance

Pick up and transport of patients

Patients must be dropped off at the scheduled drop-off locations (as designated by the facility) no earlier than 45 minutes before and no later than 15 minutes prior to the scheduled medical appointment.

95% per quarterly reporting period

Monthly review of confirmation messages to veterans who received transportation services

Complaints Handling

All complaints received by the Mobility Manager will be forwarded to the COR/Alternate COR and the Contractor.

All complaints shall be investigated promptly, and a written response by the Contractor within three (3) business days.

95%

Review all complaints to verify responses received within the prescribed time period.

Trip Charges 6.1.1 Pick-ups and drop-offs must result in the most economical charge to the Government.

95% per quarterly billing period

Review of 10 billed…