36C25226R0075.docx

SUBJECT*

Special Mode Transportation Services Clement J Zablocki VAMC and area VA and non-VA facilities

GENERAL INFORMATION

SET-ASIDE

36C252 115 South 84th Street, Suite 101

Milwaukee WI 53214-1476

POINT OF CONTACT*

Erika Cannaday Contracting Officer erika.cannaday@va.gov 414-844-4800x43253

PLACE OF PERFORMANCE

VAMC associated CBOCS, and other VA and non-VA facilities in accordance with the PWS

POSTAL CODE

COUNTRY

ADDITIONAL INFORMATION

AGENCY’S URL

URL DESCRIPTION

AGENCY CONTACT’S EMAIL ADDRESS

EMAIL DESCRIPTION

DESCRIPTION

The Department of Veterans Affairs (VA) Clement J. Zablocki VA Medical Center (hereafter VAMC), its associated Community-Based Outpatient Clinics (CBOCs), and affiliated healthcare clinics require contracted non-emergency wheelchair and sedan transportation services. The contractor shall furnish the necessary personnel and equipment to provide for twenty-four (24) hours Seven (7) days a week wheelchair van and sedan transportation services, along with VetRide (or its successor) monitoring/updating, including weekends and holidays.

The VAMC estimates approximately 70,000 wheelchair van and 18,000 sedan trips per year. See attached draft version of the Performance Work Statement (PWS), which may differ from the PWS included in any future solicitation and resultant award.

The North American Industry Classifications System (NAICS) code for this procurement is:

485991 – Special Needs Transportation with a Small Business Size Standard of $19 million in annual revenue.

All interested, responsible sources shall submit a capability statement by 10:00 a.m. (local time) on Monday June 8, 2026 to erika.cannaday@va.gov, to include the following:

1. Organizational name, including DBA, if applicable, and address

1. Point of contact (name, title, email address)

1. SAM Unique Entity ID

1. Business size under NAICS 485991

1. Company Experience in providing transportation services to medical patients, to include number of years and any examples of current contracts in place with government or commercial entities

1. Contact information for contracts listed in company experience and a description of services provided (type of services, volume of trips per year, geographic service area covered, etc.)

1. Example(s) of quality control programs an procedures currently utilized

1. Size and type of fleet, including number of sedan and wheelchair vans (specifying number of wheelchair vans that are rear-loaded and side-loaded);

1. Number of drivers currently employed This is not a solicitation for proposals, proposal abstracts, bids, or quotations. Telephone inquiries will not be returned. This Sources Sought notification is issued solely for information and planning purposes to determine availability of qualified vendors and does not constitute a solicitation. Based on the responses to this Sources Sought Notice/Market Research, this requirement may be set-aside for a specific small business socio-economic contracting program, small business or full and open competition.

Sources Sought Notice Sources Sought Notice

Sources Sought Notice

PERFORMANCE WORK STATEMENT (PWS)

1. PURPOSE: The Department of Veterans Affairs (VA) Clement J. Zablocki VA Medical Center (hereafter VAMC), its associated Community-Based Outpatient Clinics (CBOCs), and affiliated healthcare clinics require contracted non-emergency wheelchair and sedan transportation services. The contractor shall furnish the necessary personnel and equipment to provide for twenty-four (24) hours Seven (7) days a week wheelchair van and sedan transportation services, along with VetRide monitoring/updating, including weekends and holidays.

2. BACKGROUND: The VAMC located in Milwaukee, WI (245-acre campus), its five CBOCs and affiliated healthcare clinics, serves over 60,000 Veterans across southeastern and central Wisconsin. The hospital has 503 inpatient beds (185 acute care beds, 113 nursing home beds, and 205 domiciliary beds) and sees approximately 15,000 inpatient admissions and 857,000 outpatient visits a year. Veterans served within this facility may have pick-up or drop-off locations within the states of Wisconsin, Michigan, and Illinois.

The primary VA Medical facilities under this contract include:

Service will be from pick-up location to the drop-off location as directed by the VA. The VA intends to award a single award IDIQ contract for a five-year ordering period. Actual trip quantities may vary.

3. DEFINITIONS AND ACRONYMS

Medical facility – Any location where healthcare is provided, including VA and non-VA locations.

AOD – Administrative Officer of the Day CBOC – Community-Based Outpatient Clinic (VA) CDC – Centers of Disease Control and Prevention CFR – Code of Federal Regulations CO – Contracting Officer COR – Contracting Officer’s Representative CPM – Contract Program Manager DOT – Department of Transportation FDA – U.S. Food and Drug Administration FEDMED – Federal Medical (in ref. to Federal Medical Card) GPS – Global Positioning System IAW – In Accordance With ID – Identification IDIQ – Indefinite Delivery/Indefinite Quantity IT – Information Technology OO – Ordering Officer PO – Purchase Order PSC – State Public Service Commission PWS – Performance Work Statement QCP – Quality Control Plan Scheduled Trips – Trips which the contractor is notified by 8:00 p.m. the day prior to pick-up.

VA – Veteran Affairs, including authorized VA personnel (e.g. Mobility Manager, COR, CO, AOD) for this contract.

VAMC – Clement J. Zablocki Veteran Affairs Medical Center VetRide – VA provided digital scheduling/ordering program VIN – Vehicle Identification Number VTP – Veterans Transportation Program VTS – Veterans Transportation Service Will-call – A will-call is an unscheduled trip that will be called in when and if the Veteran needs a ride

4. REQUIREMENTS

4.1. 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 for a minimum of 90 days, to be made available to the government upon request.

4.1.1 Due to weight or size, some Veterans may require the use of oversized wheelchairs and/or high-back wheelchairs. The contractor shall be required to have vehicles capable of transporting wheelchairs with a wheelbase up to 36 inches and a combined height (ground to top of Veteran’s head) of up to 57 inches.

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

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

4.1.4 Be equipped with operational air conditioning and heating systems. If the air conditioning system becomes inoperable during a day 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 again be used for service under this contract until the air conditioning system has been repaired.

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

4.1.6 Be equipped with hubcaps or wheel covers.

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

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

4.1.9 Have unobstructed vision on all sides.

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

4.1.11 Have windows and doors, which can be opened and closed in accordance with manufacturers’ standards.

4.1.12 Have no leaks of any kind.

4.1.13 Be equipped with a functioning horn.

4.1.14 Have operable seat belts on all seats.

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

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

4.1.17 Have a backup for all lift capacity. 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.

4.1.18 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 locks are secured, and seat belts and shoulder harnesses are in place before the vehicle is driven.

4.1.19 The contractor shall provide VA with a list of all vehicles used to provide services under this contract, including vehicle license numbers, vehicle identification number, insurance certificates, and the current odometer reading for all vehicles prior to initiating service. An updated list shall be provided to VA monthly.

4.1.20 All vehicles shall be made available for inspection at any reasonable time (in accordance with section 4.3.5) during the performance of this contract when requested by VA. 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 in service until subsequent inspections verify correction of the deficiencies. 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.

4.1.21 The contractor shall assign each vehicle a number that will be displayed on placards inside, and on the outside, of all vehicles. These placards must be easily visible to any passengers transported. The contractor shall provide a list of all assigned vehicle numbers by Vehicle Identification Number (VIN) and license plate number to VA within 30 days of award of the contract.

4.1.22 All vehicles shall be serviced with sufficient fuel to complete Veteran transport without stopping to refuel during Veteran transport. For Veteran trips in excess of 150 miles refueling the vehicle is permitted as necessary.

4.2 OTHER REQUIREMENTS:

4.2.1 The contractor shall supply a wheelchair for transporting Veterans. VA owned wheelchairs may not be removed from the medical center without approval from the VAMC Mobility Manager or Administrative Officer of the Day (AOD) and must be promptly returned after the conclusion of approved use.

4.2.2 Because of specialized care for spinal cord injury Veterans, their motorized wheelchairs will need to accompany these Veterans so that the wheelchair may be adjusted to changing pressure points.

4.2.3 If a Veteran being transported declines to be properly belted or removes the securement devices themself, the driver shall immediately notify VA of this fact prior to departure or upon arrival at destination. The contractor shall not transport any Veteran who refuses to be properly secured while being transported.

4.2.4 Veterans using motorized electric scooters will not be allowed to ride on the scooter and must transfer to a manually operated wheelchair before loading in the vehicle, or transfer to a vehicle seat. The scooter will be loaded separately and must be secured to the vehicle during transport to keep it from becoming a hazard during transit. If the Veteran refuses to transfer to a vehicle seat or wheelchair and/or refuses to wear the appropriate safety belt(s), the contractor shall not transport the Veteran. This will be treated as a “No Load” situation, per section 7.3.

4.2.5 If a Veteran’s medical records are transported, the contractor shall ensure that the Privacy Act of 1974 guidelines are followed.

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

4.3 VEHICLE INSPECTIONS:

4.3.1 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.

4.3.2 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.

4.3.3 The contractor shall not use any vehicles for this contract that have not passed inspection based on criteria in section 4.1.

4.3.4 The contractor shall contact VA to coordinate the date, time, and location for inspections.

4.3.5 At VA’s discretion, VA shall inspect vehicles periodically to ensure vehicles meet VA standards for Veteran transportation. If/when periodic inspections occur, they shall be conducted at random by 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 those 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 Veteran pick up time during which time the inspection shall occur. The contractor shall not be entitled to extra compensation for arriving to 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 in accordance with section 7.3. 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 Veterans shall be subject to inspection. The contractor shall not be entitled to compensation for inspections occurring at the contractor’s facility.

4.4 DRIVERS' DUTIES

4.4.1 The driver shall provide “door through the door service” for Veterans to and from their designated medical facility appointments. Drivers will meet the Veteran at the main door of a residence, or reception/information counters in a facility, and escort the Veteran to the vehicle. Contractors shall not remain in vehicles and call passengers to let them know they have arrived. Contractor must physically escort passengers to/from the main door of a residence, or reception/information counters in a facility, to/from the vehicle. If the contractor does not receive a response from the residence, they will then call the listed phone number for the Veteran before leaving.

a. Veterans being brought into the VAMC that require assistance getting to their appointment or are companion required, will be brought through the South entrance. The contractor shall escort the Veteran all the way to their first appointment location and conduct a warm handoff with clinical staff.

b. Veterans being brought into the VAMC that do not require any assistance getting to their appointment will be dropped off at the East Entrance.

c. Veterans that are identified as “companion required” are to be picked up or dropped off on the ward, clinic, the front door of their homes, or at other stated areas; and they must be received by a responsible party. The driver will under no circumstances leave the Veteran alone.

4.4.2 Assistance in maneuvering stairs and other barriers must be provided by the driver and/or attendant as necessary by carrying personal items such as walkers, canes, personal bags, in order to allow the Veteran to use the handrails.

4.4.3 When a Veteran is delivered to a medical facility, a responsible party at the destination must be informed of the Veteran’s arrival by the driver or attendant, with the exception of those Veterans being dropped off at the East Entrance of the Milwaukee VAMC. “Responsible party” is defined as any professional staff at a medical facility. When a Veteran is delivered to their home, the Veteran’s concerned other shall be informed of their arrival by the driver or attendant when possible.

4.4.4 When a Veteran is picked up at a public transportation area (i.e. Airport, train station) VA shall provide the contractor with the arrival information, and the driver shall meet the Veteran in the terminal and provide assistance to loading their luggage to the vehicle.

4.4.5 If a Veteran is identified as “Companion Required” it means the Veteran is medically incapable of being left unattended at any time. If this Veteran has no escort of their own, the driver will escort the Veteran to the waiting area of the medical appointment location and ensure clinic staff is aware of the Veteran’s arrival and status of “Companion Required” prior to leaving the Veteran. The driver will record the name of the clinical staff member that was informed, and make that name available upon request by VA. The driver shall notify VA Police immediately in the event that contact is lost with a Veteran classified as such.

4.5 ATTENDANT DUTY REQUIREMENTS:

4.5.1 Attendants shall be provided by the contractor upon request.

4.5.2 Attendants shall assist the driver with the transportation of Veterans as required. Such assistance may include informing responsible parties at the destination of the Veteran’s arrival, meeting the Veteran at the pick-up location, escorting the Veteran to and from the vehicle to the pick-up location and destination, and assisting the Veteran with entering and exiting the vehicle.

4.6 PERSONNEL QUALIFICATION REQUIREMENTS:

4.6.1 The contractor shall provide VA an updated list of personnel by the fourth day of each month when additions or deletions have been made during the previous month.

4.6.2 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.” VA reserves the right to order the removal from service under this contract, any driver who violates the provisions of this section. The contractor shall provide a readable copy of the state driver’s license as supporting documentation.

4.6.3 The contractor shall maintain a record of each employee as to the character, current driving records and physical capabilities of performing the duties of a wheelchair or sedan vehicle driver and/or attendant, as well as complaints made against any contractor personnel. The contractor shall make these records available for inspection upon request by VA. Records shall include the steps taken for corrective action.

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

4.6.5 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. 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.

4.6.6 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 current 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.

4.6.7 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. The contractor must report any new or additional charges/convictions if they arise during the course of performance under this contract. VA will review and determine whether the driver needs to be discharged of his/her duties until the matter is adjudicated.

4.6.8 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 performance work statement is: Special Agreement Check (SAC). Fingerprinting for contract personnel will be conducted at the Milwaukee VAMC. 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 Milwaukee VAMC. VA Security and Investigation Center (SIC) is responsible for adjudicating all background investigations for contract employees.

4.6.9 Drivers must be able to speak fluent English.

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

4.7 CONTRACTOR EMPLOYEE CONDUCT REQUIREMENTS: The following acts are not permissible by contractor employees while performing services under this contract or while on VA premises.

4.7.1 All contractor personnel shall display professional manners at all times. Rude or obscene behavior or language will not be accepted.

4.7.2 Drivers shall wear clean and serviceable contractor uniforms 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.

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

4.7.4 The contractor shall immediately contact the VAMC Transportation Office, VTS Supervisor, or Mobility Manager 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.

4.7.5 Gambling while on duty in any form.

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

4.7.7 Carrying of pistols, firearms, or concealed weapons.

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

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

4.7.10 Stopping for personal business, including excessive use of restroom facilities, while vehicle is occupied by a passenger.

4.7.11 The driver shall not leave the vehicle with the key in the ignition at any time.

4.7.12 Engaging passengers in a verbal confrontation in an attempt to settle a disagreement. Should a disagreement arise, the driver shall contact his or her dispatcher/supervisor via the radio system or cell phone.

4.7.13 The driver shall immediately turn off or change the radio station if a Veteran states the current station is offensive to them.

4.7.14 The driver shall refrain from engaging in any political and religious or otherwise sensitive conversations with passengers.

4.7.15 Soliciting or accepting money for any reason (including tips) from customers, companions, or others at any time. Should a passenger leave money in the vehicle, the contractor will turn that in to the VAMC Transportation Office, VTS Supervisor, or Mobility Manager as soon as possible, along with the Veteran’s name.

4.7.16 Any contractor personnel who accumulate three (3) investigated and substantiated complaints in a 12-month period may be prohibited from providing any further services or duties may be adjusted under this contract.

4.7.17 Communication via radio and/or cell phone, etc., from within any vehicle performing service on 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.

4.8 DRIVER & ATTENDANT TRAINING REQUIREMENTS: Contractor personnel shall complete all required training before providing services under this contract.

4.8.1 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.

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

a. Discussion of characteristics of the aging process and major disabling conditions.

b. Discussion of common assistance devices used by elderly and handicapped Veterans.

c. Discussion of attitudes toward elderly, handicapped or mentally challenged Veterans which includes the participation of elderly, handicapped or mentally challenged Veterans.

d. Wheelchair handling.

e. Instruction in moving, lifting, and transferring Veterans.

f. Guidelines for transporting handicapped Veterans.

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

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

4.8.4 Each employee shall complete four (4) hours of classroom instruction in defensive driving and two (2) hours of abuse-prevention training.

4.8.5 The contractor must have on file satisfactory evidence of 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 VA.

4.8.6 A record of each employee as to character and physical capability of performing the duties of a driver or attendant must be maintained and made available to VA for inspection upon request.

4.8.7 The contractor must have on file satisfactory evidence of Prevention of Sexual Harassment training for all employees providing services under this contract.

4.9 COMMUNICATION SYSTEM REQUIREMENTS:

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

4.9.2 The contractor shall have access to VetRide, email, telephone, and facsimile coverage to accept messages, calls and faxes from VA 7 days a week / 24 hours a day to ensure there is immediate access and communication between VA personnel and contractor. The expected call volume during normal operations is typically 45-75 calls per day (Mon – Fri) and significantly less on weekends and holidays, however this call volume will be significantly reduced upon the full implementation of VetRide as the primary communication source for trips. Other means of communication may be implemented upon mutual agreement.

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

4.9.4 In the event the contractor is notified of an emergency situation at the VAMC or CBOC, they shall have a way to immediately notify all drivers performing services under this contract to not approach that location until given the “all clear” by VA.

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

4.10 GLOBAL POSITIONING SYSTEM REQUIREMENTS:

4.10.1 All vehicles shall be equipped with a GPS tracking system or other system that has the following capabilities.

a. Line Mapping – step by step directions.

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

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

d. Wait/Idle Time Tracking – provides time a vehicle spends waiting at a pick-up location

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

f. Data must be exportable to VA for the purpose of trip mileage and wait time verification when requested.

4.10.2 Data must be kept on file and readily available upon request for a duration of 6 months after the date of transport.

4.11 CERTIFICATION OF INSURANCE COVERAGE

4.11.1 Within ten (10) days after award of the contract, the contractor shall furnish to the CO 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 which adversely affect the interest of the government shall not be effective unless a thirty (30) day written notice of cancellation or change is furnished to the CO. The term “shall endeavor” is not acceptable as issued by insurance carrier. At no point shall the contractor be operating with less than the above insurance.

4.12 ON SITE CONTRACTOR PERSONNEL

4.12.1 The contractor shall provide one (1) on-site representative, to be located at the Clement J. Zablocki Milwaukee VA Medical Center, located at 5000 W. National Ave, Milwaukee, WI 53295, capable of receiving daily transportation manifests and be on hand to coordinate and ensure the timely service of transportation orders to/from all facilities. This representative will be on site from 8am until 4:30pm, Monday – Friday, excluding holidays. The contractor personnel may have access to documents printed by VAMC employees on a VAMC network printer. VA will not furnish any equipment or supplies. No contractor IT systems will be connected to the VAMC network.

4.12.2 The contractor shall provide one (1) on-site representative, to be located at the Milo C. Huempfner Green Bay VA Health Care Center, located at 2851 University Ave, Green Bay, WI 54311, capable of receiving daily transportation manifests and be on hand to coordinate and ensure the timely service of transportation orders to/from all facilities. This representative will be on site from 8am until 4:30pm, Monday – Friday, excluding holidays. The contractor personnel may have access to documents printed by VAMC employees on a VAMC network printer. VA will not furnish any equipment or supplies. No contractor IT systems will be connected to the VAMC network.

4.12.3 The contractor’s on-site coordinator will not be required to work weekends and holidays. The contractor shall dispatch from their site on weekends and holidays.

4.13 COMMERCIAL SCHEDULING AND TRACKING SOFTWARE

4.13.1 The contractor shall use a secure web-based software system that supports order taking, trip editing, automated scheduling, dispatching, billing and reporting.

4.13.2 The Contractor shall furnish scheduling and tracking information to VA upon request.

4.14. SEASONAL INFLUENZA PREVENTION PROGRAM

4.14.1. Before the start of contract performance, and by November 30 of each year thereafter, all contractor personnel providing services in VA locations where Veterans receive care and all personnel who come in contact with VA Veterans 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 Veterans receive care or when expected to come into contact with VA Veterans to include during transport.

4.14.2. 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.

4.15. BED BUGS AND INFECTIOUS DISEASES

4.15.1. The contractor shall not refuse transports of Veterans with suspected or confirmed cases of bed bugs, COVID-19 or other similar infectious diseases.

4.15.2. The contractor shall abide by all additional procedures and precautions that may be implemented by VA based on VA-issued guidance and/or CDC recommendations. These procedures are subject to change throughout the life of the contract and will be incorporated via attachment (See S02 VA Guidance for COVID-19 and Other Similarly Infectious Diseases).

4.15.3. The contractor shall have a written policy of steps they will take to prevent the spread of bed bugs, COVID-19 or other similar infectious diseases by their employees and/or vehicles. This policy shall, at a minimum, include procedures of screening drivers before each shift, deliberate decontamination of their vehicles and all other preventative precautions taken by contractor employees.

5. VetRide OR OTHER VA APPROVED SOFTWARE UTILIZATION:

5.1. The contractor agrees to utilize the VetRide Vendor Portal (or VA-approved transportation software) for accepting, scheduling, completing, and invoicing for every trip under this contract.

5.2. VetRide will be the primary system for communicating needed trips, cancels, and changes for every trip. The contractor must have dedicated staff available to monitor this portal, accept and schedule trips, and update trip statuses appropriately 24 hours a day, 7 days a week, including weekends and holidays.

5.3. VA will provide the software and access to the VetRide Vendor Portal (or VA-approved transportation software) for the vendor/contractor in this contract. There will be no additional cost to the contractor for VetRide or its use. VAMC Staff will be available to assist with account setup and training for the contractor.

5.4. The contractor will utilize the VetRide Vendor Portal (or VA-approved transportation software) fully as instructed to:

a. Accept and schedule all electronic trip orders.

b. Review cancelled trips.

c. Complete and update all trip statuses.

d. Submit invoices.

5.5. The contractor is encouraged to use VetRide Vendor Pass for assigning trips to drivers to allow for real time completion of trips.

6. TRANSPORTATION ORDERS

6.1. TRANSPORTATION ORDERS

6.1.1. A transportation order is defined as “one incidence of a request for one way wheelchair or sedan transportation services by VA to the contractor”.

6.1.2. The contractor may be required to provide an attendant for some transportation orders as deemed necessary by VA (typically for bariatric Veterans, but an attendant may be requested by VA when deemed necessary for any transport).

6.1.3. The primary source of transportation orders will be VetRide (or VA-approved transportation software) and will contain all required information, such as patient identification, level of care, pick up or appointment time, pick-up and drop-off locations. The contractor must have the capability to receive orders, update ride status, and input trip costs and other required data through this portal, 24 hours a day, 7 days a week, including weekends and holidays.

6.1.3.1. The contractor will not accept or execute a trip without verifying that it has been entered into VetRide and assigned to the contractor, with the exception of circumstances addressed in 6.1.4.

6.1.3.2. Trips will not be entered after the fact to allow the contractor to invoice for a trip not previously in VetRide.

6.1.4. In the event VetRide (or other VA-approved transportation software) is down, other methods of communication (i.e., email, telephone, facsimile) will be used to place transportation orders.

6.1.4.1. Should this occur, when VA is able to enter those trips into VetRide vendor portal or other VA provided software, the contractor must update and complete the trip as appropriate.

6.1.5. Only authorized VA staff are authorized to place, cancel, or make changes to transportation orders not submitted through VetRide. (The contractor may assume that all orders submitted in VetRide were submitted by an authorized Ordering Officer.) VA staff that is authorized to place these orders or changes are:

a. Contracting Officer (CO)

b. Administrative Officer of the Day (AOD)

c. Contracting Officer’s Representative (COR)

d. Ordering Officers (OO)

6.1.5.1. Should the contractor provide transportation scheduled by anyone not authorized to do so, VA will not be responsible for payment.

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

6.1.7. The contractor will be expected to accept the trip in VetRide, calculate the actual Veteran pick up time after being provided with the Veterans medical appointment time and location, and update the trip pick up time in VetRide. These calculations may account for weather, traffic, distance and other factors, however, the guidelines in paragraph 7.1 in reference to drop-off times must be adhered to.

6.1.8. The contractor will be responsible for contacting all Veterans they are scheduled to transport the day prior. This contact will serve as a reminder for the Veteran that they have an appointment, inform the Veteran of the pick-up time, and verify the Veteran’s pick-up address, mobility status and phone number.

6.1.8.1. Should a Veteran state that they will not need a ride for that day, the contractor shall immediately cancel the trip in VetRide.

6.1.8.2. If the contractor goes to an incorrect address to pick up a Veteran, and cannot show they confirmed the pickup address with that Veteran, the contractor may not bill for a no-load (addressed in paragraph 7.3)

6.1.8.3. If using a robotic calling service, the Contractor must ensure the Veteran’s pick-up address, mobility status and phone number on file are communicated and that a clear call back number is provided during the call to allow the Veteran to return the call in the event any information is not correct. The contractor will provide VA a copy of the recorded message being sent by a robotic calling service for approval, if requested.

6.1.9. The contractor will immediately notify the VAMC Transportation Office, VTS Supervisor, or Mobility Manager when they are informed that a Veteran, for which a transportation order has been made, has been admitted to a hospital (either VA or private). This shall be included in the cancel at the door / no-show emails sent daily.

6.1.10. The government anticipates the majority of the transportation services will be required between the hours of 6:00 a.m. and 6:00 p.m., Monday through Friday.

6.1.11. Veterans waiting for Will-Calls and ASAP add-on trips shall be picked up no later than 90 minutes from the order being placed in VetRide.

6.1.12. Veterans classified as “Companion Required” shall be picked up no later than 45 minutes of notification.

6.1.13. During the day, it may become necessary to add Veterans to the daily manifest (up to 25 additional orders). When this occurs, VA shall notify the contractor by entering the trip into VetRide or other VA provided software. The Contractor shall immediately confirm the request and confirm the time the Veteran will be picked up.

6.1.14. For trips that may need to be dispatched within an hour from the order being placed, VA will alert the contractor by phone.

7. PICK UP AND DELIVERY:

7.1. The medical appointment time determines when the Veteran is picked up. Medical appointment times are identified by the VAMC Transportation Office at the time the order is placed. The contractor determines the scheduled pick-up time and must enter this in VetRide when accepting the trip. This must be communicated to the Veteran as addressed in paragraph 6.1.8. For pick-ups, the contractor can arrive up to 5 minutes before a scheduled pick-up time to 10 minutes after the scheduled pick-up time and still be considered on-time, however the included 15 minutes of wait time per trip will not begin until the pick-up time that was communicated to the Veteran. Veterans must be dropped off at the scheduled drop-off locations (as designated by the facility) no earlier than 60 minutes before and no later than 15 minutes prior to the scheduled medical appointment. The contractor must immediately notify VAMC Transportation Office, VTS Supervisor, or Mobility Manager if it is determined that the Veteran may be late for a medical appointment.

7.2. CANCELLATIONS: The government reserves the right to cancel any Veteran pick-up due to late contractor response time (late defined as 30 minutes) after the specified pick-up time at no 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 VA if another firm is utilized.

7.2.1. The contractor shall not charge for scheduled trips cancelled 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 7.3 below. For trips scheduled for the same day there shall be no charge to VA for cancellations made prior to the vehicle being dispatched.

7.3. No Loads

7.3.1. A “No Load” is defined as a trip where no passengers were loaded or transported due to no fault of the contractor (Veteran cancels at the door, no-shows, refuses transport, etc.). The contractor will document all instances of a “No-Load” in VetRide (or other VA-approved transportation software) and send an email by the end of each business day listing all “No-Loads” for that day.

7.3.1.1. When VetRide (or other VA-approved transportation software) is down, this information will be emailed as discussed in paragraph 7.3.1. and documented in VetRide (or other VA-approved transportation software) when the system becomes available again.

7.3.2. Invoicing for “No Loads” is as follows:

7.3.2.1. If the contractor vehicle is “No-Loaded” at the Milwaukee VAMC between the hours of 6:00am and 6:00pm, Monday through Friday (excluding holidays) the contractor shall not invoice for the “No-Load” because it is reasonable to expect they would have other work during those hours.

7.3.2.2. If the contractor vehicle is “No-Loaded” at the Green Bay VA Health Care Center between the hours of 7:00am and 4:00pm, Monday through Friday (excluding holidays) the contractor shall not invoice for the “No-Load” because it is reasonable to expect they would have other work during those hours.

7.3.2.3. Outside of the hours listed in paragraphs 7.3.2.1. and 7.3.2.2., the contractor may invoice the applicable base rate for a “No-Load” at the Milwaukee VAMC or Green Bay VA Health Care Center, unless there are other Veterans waiting for transport.

7.3.2.4. If “No-Loaded” elsewhere, other than the Milwaukee VAMC the contractor shall invoice the applicable base rate.

7.4. SERVICE DISRUPTION:

7.4.1. The contractor shall immediately report all vehicle breakdowns or other problems that may cause service disruptions to VA. When breakdowns occur, the contractor shall provide a back-up vehicle to minimize any delay or inconvenience to the customer(s). When conditions, neither foreseeable and/or controllable by the contractor occur, such as severe storms, flooding, hazardous road and travel conditions, time and distance requirements shall be considered secondary to safety precautions. Delays or exceptions to the required quality of services shall be reported to VA.

7.4.2. The contractor shall immediately report all medical incidents and accidents, including those where there is no apparent injury to the Veteran, which occur while transporting VAMC beneficiaries to the VAMC Mobility Manager. The contractor shall provide a written report documenting the facts of the incident/accident to the VTS Supervisor or 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 VTS Supervisor or Mobility Manager within 1 hour. 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.

7.4.2.1. The VA will be responsible for ensuring up to date contact information is shared with the contractor immediately when there is a change.

7.4.3. The driver will not detour or stop for personal trips requested by Veterans (i.e., store, pick-up laundry, etc.), however are permitted to stop for the Veteran to use the restroom, if necessary, unless the Veteran is identified as “Companion Required” and does not have an attendant.

7.4.4. 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 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 VA with as much advance notice as possible should any of these occur.

8. NUMBER OF VETERANS: VA or the contractor may decide to transport more than one Veteran per trip. Generally, up to two Veterans may be transported on one trip, however no more than the number authorized by the state in which operating. VA shall allow the contractor to charge for two base rates (wheelchair or sedan) when more than one Veteran 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 shall result 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 Veteran at no charge.

8.1. Additional passengers that would result in a charge to VA will not be transported by the contractor without approval from VTS Supervisor or Mobility Manager.

8.2. Without prior VA approval, no one under the age of 18 will be allowed to accompany the Veteran.

9. RATES:

9.1. TRIP CHARGES: This section applies to loaded (Veteran onboard) services only.

9.1.1. For all one-way trips within 16 miles from the pick-up location the contractor shall receive the base rate awarded for that trip.

9.1.2. For all…