36C25720Q0242-001.pdf

PERFORMANCE WORK STATEMENT

OVERVIEW: The Contractor shall be required to furnish all necessary personnel, supervision, materials, equipment, and supplies to provide Valet Parking in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein.

The Contractor shall provide Valet Parking Services to handicap Veterans/Visitors with handicap plaques, handicap license plates, DV license plates, Purple Heart plates and special guests for the Directors office and PAO as requested by COR. The Valet Parking shall be intended to accommodate Veteran patients, their family members, and disabled visitors.

GENERAL INFORMATION:

The Contractor shall provide Valet Parking for the Department of Veterans Affairs Medical Center

(VAMC), VA North Texas Health Care System – Dallas, Texas, 4500 South Lancaster Road, Dallas, TX 75216, VA North Texas Health Care System – Fort Worth, 2201 SE Loop 820, Fort

Worth, TX 76119, VA North Texas Health Care System – Sam Rayburn Memorial Veterans

Center, Bonham, TX 1201 E. Ninth Street Bonham, TX 75418.

The purpose of this contract is to provide valet services for handicap or disabled Veteran patients, guests, and visitors within VA North Texas Health Care System. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving that. The U.S.

Department of Veteran Affairs is planning to enhance and expand valet services on VA North

Texas Health Care Campuses (Dallas, Fort Worth Outpatient Clinic, Bonham).

ANTICIPATED PERIOD OF PERFORMANCE: The Contractor is to provide all personnel, equipment, supervision, etc. to provide valet services to VA North Texas Health Care System in accordance with the Performance Work Statement, terms, conditions, provisions, specifications, and schedules of this solicitation. The contract period will consist of a base period with four (4) one-year renewable options at the government’s discretion.

Base:

Option Year One:

Option Year Two:

Option Year Three:

Option Year Four:

VALET SERVICES AND HOURS OF PERFORMANCE:

Proposed hours of operation are below Monday through Friday. The Contractor shall adjust the level of valet parking needs as necessary to ensure an efficient operation. If deemed necessary by the Government, the hours of operation may be periodically adjusted based upon volume and demand.

Days of Operations: Monday, Tuesday, Wednesday, Thursday, Friday o Dallas – 6:00AM – 6:00pm (Valet service) o Bonham – 7:00AM – 4:30pm (Valet service)

VHANTXRoneV Typewritten Text July 1, 2021 - June 30, 2022

VHANTXRoneV Typewritten Text July 1, 2022 - June 30, 2023

VHANTXRoneV Typewritten Text

July 1, 2023 - June 30, 2024

July 1, 2024 - June 30, 2025

VHANTXRoneV

July 1, 2020 - June 30, 2021 o FWOPC – 7:00AM – 4:30pm (Valet service)

* DALLAS- NO NEW ARRIVING VEHICLES SHALL BE PARKED AFTER 5:30 PM. THE 5:30

PM TO 6:00 PM PERIOD SHALL BE FOR RETRIEVING PREVIOUSLY PARKED VEHICLES

ONLY* After 5:30 pm at Dallas, Contractor shall be responsible for retrieving all unclaimed vehicles to Lot 26 including vehicles remaining in Lot 24. The retrieved vehicles with handicap placards or license plates shall be parked in Lot 26.

* BONHAM/FWOPC- NO NEW ARRIVING VEHICLES SHALL BE PARKED AFTER 4:00 PM.

THE 4:00 PM TO 4:30 PM PERIOD SHALL BE FOR RETRIEVING PREVIOUSLY PARKED

VEHICLES ONLY* After 4:00 pm Contractor shall be responsible for retrieving all unclaimed vehicles. The retrieved vehicles with handicap placards or license plates shall be parked in the designated areas at Bonham and FWOPC.

The valet parking supervisor at Dallas and Bonham location shall be required to turn over to the

VA Administrative Officer of the Day (AOD) keys of all unclaimed vehicles still on the premises after valet parking hours. An inventory log of all remaining vehicles and associated ticket numbers shall be provided to the AOD. Owners of these vehicles shall pick up their keys at the

AOD desk. The Contractor shall furnish a minimum of 2 signs explaining this procedure for after hours.

ADDRESS FOR VALET LOCATIONS

A. Dallas VA Medical Center

4500 South Lancaster Road

Dallas, Texas 75216

B. Fort Worth VA Outpatient Clinic (FWOPC)

2201 SE Loop 820

Fort Worth, TX 76119

C. Sam Rayburn Memorial Veterans Center (SRMVC)

1201 E. 9th St.

Bonham, TX 75418

FEDERAL HOLIDAYS:

When a holiday falls on a Sunday, the following Monday shall be observed as a legal holiday by

U.S. Government agencies. When a holiday falls on a Saturday, the preceding Friday shall be observed as a legal holiday by U.S. Government agencies. Also included would be any other day specifically declared by the President of the United States as a National Holiday. Observance of such days by Government personnel shall not be cause for additional period of performance or entitlement to compensation except as set forth in the contract. If the contractor's personnel work on a holiday, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost. The contractor agrees to continue to provide sufficient personnel to perform round-the-clock requirements of critical tasks already in operation or scheduled and shall be guided by the instructions issued by the contracting officer or his/her duly authorized representative.

SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in the utilization of valet parking with patients, patrons, or visitors to the Medical

Center. Contractors shall be required to adjust the level of needs to accommodate.

PERFORMANCE AND NOTIFICATION:.

• Electronic Transmissions: The Contractor shall propose an electronic media, (e.g.

facsimile, e-mail), available at all times during the period of performance to communicate requirements such as patient incidents, accidents, requests for services, special correspondence, etc. with the VA. Use of this communication system will be mutually agreed upon after award but prior to contract performance.

• Contractor Personnel Roster: Within seven (7) days after contract award the contractor shall provide the following employee information:

1. Name

2. Position

3. Title, and

4. Work assignment area

Thereafter, any personnel changes shall be submitted prior to any changes occur and only after approval of the Contracting Officer.

CONTRACTOR RESPONSIBILITIES:

The Contractor shall provide consistent, responsive, secure, and efficient valet operation.

The Contractor shall be required to furnish all necessary and appropriate labor, supervision, materials, equipment, and supplies to provide Valet Service in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein.

The Contractor shall provide Valet Services to handicap Veterans/Visitors at designated entry points that have been approved by the Department of Veterans Affairs.

The Contractor shall provide consistent, responsive, secure, and efficient valet parking operation.

The Contractor shall be responsible for providing patrons with a valet claim check/ticket (hard copy/electronic), securing keys, parking, delivering, and directing certain valet vehicles to and from the valet drop off and pick up area. Vehicles requiring valet parking shall be stopped by the valet parking attendants and screened as appropriate. All vehicles parked by the parking attendants shall be locked and secured. Driver’s keys shall be secured at the valet booth(s)/desk.

All hard copy claim checks and electronic valet software communication shall be issued to the driver using the valet service. Claim checks shall contain the valet company’s liability disclaimer.

Contractor shall be responsible for screening out vendors, volunteers and employees from inappropriately using the valet parking services at the VA North Texas Health Care System.

Contractor shall be responsible for directing vehicles not wishing to participate in the valet parking services to their designated parking location. Contractor shall designate a full-time supervisor to be on site during set-up, tear-down operations, and performance of the work. The Contractor shall provide adequate on-site supervision at all times in order to handle customer concerns and parking incidents. Duties of the supervisor shall also include but not be limited to customer relations, training, and improving all valet services and coordinating all work and additional services with the Contracting Officer’s Representative (COR).

Contractor shall coordinate with COR on designated entrances for valet services to be stationed at the facilities.

Contractor shall develop and provide a communication plan for VANTHCS staff and Veterans to understand how to utilize valet service. The plan should consist of who is eligible for valet services, supervisor name/phone number, phone number to reach valet services, how valet works, the location of where valet is stationed at the facilities, the expectation of wait times for valet, and hours of operations and days.

Contractor shall coordinate with COR to designate front drop off and pick up area(s) near entrance for the loading and unloading of handicapped patients/patrons so as not to interfere with normal valet parking operation. Handicapped patients/patrons shall be permitted to pull to the designated drop off and pick up area(s) near entrance and the parking attendants shall then be required to park the vehicles or direct the drivers to a handicap space for self-parking. Patients with handicap placards or license plates on their vehicles shall be given the option of self-parking in handicapped slots in Lot 1. Handicap and Non-handicapped employees shall be directed to self-park accordingly to VANTHCS policy.

PATIENT ASSISTANCE:

Contractor shall be required to assist parking patrons getting in and out of their vehicles as well as assist with removal of wheelchairs, walkers, carts and/or personal medical equipment from vehicles if requested. Valet parking attendants are required to provide assistance in lifting or helping patients in and out of their vehicles. Parking attendants will work with escort staff

(contractor) to deliver Government-provided wheelchairs as needed and coordinate with escort staff to facilitate patient transportation from the valet greeting drop off and pick up area to medical appointments and back to the valet greeting area when needed. Valet parking patrons shall be treated courteously and with respect at all times. Valet parking attendants shall drive slowly and cautiously, paying attention to pedestrian traffic and following all traffic laws.

TRAINING/LICENSES/QUALIFICATIONS:

The Contractor shall provide bonded, fully trained, experienced valet staff, legal residents or U.S.

citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of valet transportation, and a commitment to the highest level of respect, courtesy, compassion, and safety.

The Contractor shall furnish at its cost, evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of driver’s licenses, and copies of security background checks.

The Contractor shall be responsible for providing a facility orientation to all valet staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the afore mentioned training.

If deemed necessary by the Government, additional training shall be offered at the VA North

Texas Health Care System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

CLAIMS/DAMAGE: Any claims of damage or missing/stolen property involving patients/customers shall be the responsibility of the Contractor. The VA assumes no responsibility for such claims. All claims shall be directed to and handled by the Contractor supervisor who shall immediately notify the COR. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days, unless extenuating circumstances warrant additional time and is authorized by the Contracting Officer.

All incidents or theft claims should be immediately reported to the VA Police for investigation.

CONTRACTOR PERSONNEL QUALIFICATIONS:

• Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. Contractor shall furnish an identifying badge with name, function, and name of Contractor and a photograph of the employee.

• Contractor shall complete and provide proof of all background checks on valet staff that meet the requirements of the VA.

• Contractor will be required to provide customer service training initially and annually to valet drivers, as well as attend VA customer service training when appropriate.

• Contractor personnel will wear an appropriate and professional uniform. Appropriate and professional is defined as practical, clean and neat at all times. Undergarment should not be visible through or show outside of outer clothing.

• Contractor will ensure valet drivers have a valid Texas driver’s license and in good standing with TX Department of Public Safety.

• It is the contractor’s responsibility to foster confidence and trust in patients, visitors, and employees through professional behavior and appearance. All customer service complaints should be handled within 24 hours with a resolution. The contractor must let the COR know what action was taken to address the concern and if it was validated.

If the contractor’s behavior becomes an issue in performing customer service or their duties it will be handled by the contractor immediately for quick resolution to ensure patient satisfaction and job performance is not compromised.

• Contractor personnel performing contract services shall meet at all times the qualifications specified in this contract, as well as any qualifications required by

Federal, State, County and local government entities from the place in which they operate.

• Within seven (7) days after receipt of award notification, the contractor shall provide evidence of required training, certifications, licenses and any other qualifications required for this contract. The initial documentation shall be provided to the Contracting

Officer (CO) prior to the commencement of performing any services under this contract.

• During the period of performance, if the Contractor proposes to add-on or replace personnel to perform contract services, the Contractor shall submit the required evidence of training, certifications, licensing and any other qualifications to the

Contracting Officer. At no time shall the Contractor utilize add-on or replacement personnel to perform contract services who do not meet the personnel qualifications of this contract and who have not been approved by the CO.

• Contractor shall be required to meet the following:

o Valet driver physical examinations - to assure that operators can drive customer vehicles safely, react to emergencies, handle the physical demands of the job, and where appropriate, perform basic life support (BLS).

o Required to wear professional valet uniforms that consist of a collared shirt, long pants (No jeans), appropriate work shorts will be allowed for summer months. Uniform hats will be allowed for valet staff; however, this will be considered a part of the uniform requirements and must all match. Uniforms will require prior approval by COR and Contracting Officer to ensure it meets expectations.

o No T-shirts will be allowed as part of the uniform, will require collared shirts.

o The uniforms are required to look professional, neat and clean in appearance and should all match to clearly identify valet staff as a driver.

o Contractor will ensure that staff have closed-toe shoes that are clean and neat in appearance. Shoes should be closed toe to allow employee to respond to any type emergency.

o All outerwear that the contractors wear for inclement weather will need to match and will be considered a part of the uniform expectations, so staff look professional, easily identified and visible to customers. Will require prior approval by COR and Contracting Officer to ensure it meets expectations.

o Contractor shall submit uniforms/shoes for approval to COR and Contracting

Officer to ensure it meets expectations.

o Valet staff will serve for some Veterans as an initial point of contact and should be dressed professional and be easily identified at entry points by Veterans needing assistance with valet parking.

o Contractor shall be required to ensure valet drivers do not smoke, and clothes are smoke free.

o Hair should always be neat and clean and look professional.

o Required to wear their photo ID badges at all times.

o Contractor shall be required to greet vehicles upon arrival, ask and assist patrons with the removal of walkers, wheelchairs, canes or personal medical equipment in or out of vehicles.

o Contractor shall be required to have knowledge and training of patient safety transfer to assist patrons in a safe and secure manner. Contractor will need to provide evidence of training procedures for safety.

o Contractor shall be required to be familiar with the VA grounds to answer questions pertaining to patient drop off and pick up locations.

o Contractor shall be required to be familiar with the VA facilities to answer general questions pertaining to drop off and pick up locations of the shuttle and valet parking.

o Contractor shall be required to have general information and knowledge of locations for outpatient clinics, outpatient procedure areas as well as the different entry point for customers utilizing the VA such as buildings and locations on property.

VALET DRIVER:

The Contractor shall be required at each site to:

o Contractor shall be responsible for using appropriate driver screening and selection criteria when employing drivers.

o Driver Verification - All driver’s licenses must be verified through the Department of Transportation (DOT), National Highway Traffic Safety Administration, National Driver Register, or an equivalent State program.

o Texas State driver’s licenses and driving records must be reviewed for all new drivers.

o Driving records exhibiting an at-fault accident or moving violation must prompt a review of driver suitability. Drivers may be limited or prohibited from valet parking based on driving record or license status.

o Appropriate driver screening is defined as license criteria to operate appropriate vehicles and positive driving history. Such screening shall include but not limited to testing drivers for prohibited drug use and alcohol misuse; a criminal background check, to the maximum extent permitted by state law.

o Drivers shall have a valid operator's license in accordance with Federal, State and local government requirements for their place of operation for the services they perform.

o Driver’s licenses and driving records must be verified every 4 years and upon the occasion of an accident.

o All drivers shall receive initial basic safe driver training and annual refresher to include defensive driving techniques, patient safety and emergency response procedures.

o Contractors must receive training on basic first aid, cardiopulmonary resuscitation (CPR), bloodborne pathogens, and the use of personal protective equipment.

o Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle Motor Vehicle Accidents involving valet parked vehicles on VA property.

o Contractor shall immediately drug test a driver following an accident on VA property. The contractor on site supervisor shall be the point of contact for VA

Police and Safety to follow up regarding any legal or criminal investigations related to any accident involving the contractor.

o Valet drivers will not drive until drug test results and accident investigation are investigated properly and a conclusion has been reached to ensure the safety of our patients, visitors, and staff.

The Contractor shall be required at each site to:

o Provide communication devices for valet staff to communicate among one another to deliver service, report emergences, etc.

o Provide experienced, fully trained and professional valet staff for valet parking.

o Constantly assessing valet parking situation taking into consideration needs to adjust the level of personnel required to perform under the contract without exceeding the required valet wait time for parking.

o Provide valet recommendations as deemed appropriate and necessary to provide quality patient services.

o Provide VA approved valet claim checks, securing keys, parking, delivering, and directing certain valet vehicles to and from the valet greeting area.

o Provide professional valet stands, locking key cabinet(s), safety cones, signs and other supplies, materials and/or miscellaneous items necessary to operate and manage valet services. All signs shall meet a minimum requirement of VA’s policy and hand-written signs shall not be allowed or posted.

o Provide and install a minimum of two "No Tipping" signs. The “No Tipping” policy shall be strictly enforced. Valet parking attendants shall be restricted from accepting tips of any kind. Will require approval from COR and Contracting Officer to ensure it meets expectations.

o Provide and install a minimum of two “Insurance Liability” signs for vehicle damage claims. Will require approval from COR and Contracting Officer to ensure it meets expectations.

o Provide experienced, fully trained and professional valet parking attendants to perform valet services.

o Provide hard copy valet claim checks for Veterans that do not have smart phones. Will require approval from COR and Contracting Officer to ensure it meets expectations.

o Contractor shall provide the ability for patients to request/communicate retrieval of valet parked vehicles. Both electronically by phone (texting or app) and also by calling if Veteran did not have a smart phone to request vehicle.

o Provide valet parking software (ex. Flash parking or a software that is compatible) for

Veterans/customers to call/text ahead to retrieve their vehicles and to track performance and stats on waiting times and patient experience. Ability for the consumer to use their phone app/text message to communicate with valet service. Will require approval from

COR and Contracting Officer to ensure it meets expectations.

o Provide GPS software for Valet Service and an electronic ticket system (ex. Flash parking or a software that is compatible). Allows Veterans, visitors to view real-time pick-up information on phone apps and TV monitor. Showing transparency of pick up times on valet vehicles to the consumer.

o Provide tracking system for valet services to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience weekly and monthly reports.

o Contractor shall provide a hard copy ticket for Veterans/visitors that do not have a cell phone and provide them with an alternative process for communicating retrieval of valet vehicle.

o Contractor shall provide tracking system for valet services to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience.

o All valet drivers are required to be trained to perform basic life support (BLS). Divers may need to respond to an emergency at any time and should be trained in how to respond.

o Contractors must receive training on bloodborne pathogens, and the use of personal protective equipment.

o Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle patient accidents involving valet staff on VA property.

o The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

o Contractor shall clean and wipe down Valet stands, equipment and valet desk area to ensure cleanliness of valet services. Contractor shall develop an SOP for staff to follow to ensure the valet area and equipment is clean at all times and looks professional.

Prior to the commencement of services under this contract, the Contractor is responsible for providing the CO with verification that drivers shall have the following before they provide any services related to this contract:

a. Contractor shall complete and provide proof of all background checks on valet staff that meet the requirements of the VA.

b. Health examinations including annual TB skin test verification that it was completed;

c. Either received the Hepatitis B vaccine series, or is immune as a result of acquired infection, or have been offered and refused the vaccinations;

d. Received measles-mumps-rubella (MMR) vaccine. Combined vaccine (MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956;

e. A negative PPD within the last six months, or if a known reactor, a negative chest

X-ray upon hire;

f. A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox);

g. Received training in Universal Precautions and Blood Borne Pathogens, Hazardous Material Management, and Life Safety Management (fire preparedness);

h. All valet drivers are required to be trained to perform basic life support (BLS).

Divers may need to respond to an emergency at any time and should be trained in how to respond.

DESIGNATED VALET PARKING LOTS:

The VA North Texas Health Care System has designated parking lots at the Dallas VA

Medical Center for Valet Parking Services. The Main entrance and Lot 26 (main entrance) has been designated as the valet drop off and pick up area, and all parking spaces in Lot

1 (Patient lot) have been designated for handicap self-parking but not valet. Lot 26 parking spaces at the Dallas VA have been exclusively designated for valet service. Lot 24 is shared with Voluntary Service for approved volunteer parking and valet services. FWOPC and Bonham will have designated valet parking. The Dallas VA may have additional valet parking space, the area is not confirmed at this time.

The Contractor shall have complete control of valet only vehicles parked in designated valet parking area(s) in order to maximize the space available and facilitate a smooth operation. If deemed necessary by the VA North Texas Health Care System, the

Contractor may be required to double stack vehicles in order to maximize the space available. The Contractor shall be responsible for parking control and monitoring the designated parking lots assigned for the valet operation.

CONTRACTOR EQUIPMENTAND INSPECTION:

The contractor shall be required to provide the following equipment specifications:

• The VA reserves the right to inspect the contractor’s equipment to ensure it is being maintained in good repair.

Contractor shall be required to provide professional signage for valet parking hours and operation as outlined in the PWS. The VA will have the final decision on all signage being posted on the exterior or interior for valet parking.

• The VA reserves the right to restrict the Contractor's use of equipment that are not in compliance with contract requirements. The restriction of such equipment shall not relieve the contractor from performing in accordance with the strict intent and meaning of the contract and without additional cost to the VA.

• The valet parking area is typically the first impression for Veterans when coming to the facility. It is important that the standard of cleanliness be maintained at all times.

• Valet Parking will maintain a first aid kit, spill kit and fire extinguisher at all times. These kits will be provided by contractor and will be inspected by contractor regularly to ensure they are compliant if a need or emergency came up. Contractor will provide COR and

Contracting Officer evidence of inspection/logs to ensure it meets expectations of PWS.

CONTRACTOR PERFORMANCE AND NOTIFICATION:

• In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA COR manger and provide a justification for non-performance. The VA will re-procure services that cannot be performed by the Contractor. The Contractor shall indemnify the VA for excess re-procurement cost, which may result from the Contractor's inability to perform the required service or for non-response during off business hours. Payment of re-procurement costs shall not relieve the Contractor from any other provision in this contract. The VA will be the sole judge in determining when services will be re-procured.

The failure of the Contractor to perform services within the required time frames and in accordance with terms and conditions may result in termination of the contract.

• The Contractor will be notified who will be the COR, prior to commencement of contract.

• Electronic Transmissions: The Contractor shall always utilize email to communicate patient incidents, requests for services, special correspondence, etc. to the VA.

• Within seven days after contract award the contractor shall provide its Contractor-

Personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area.

• Thereafter, any personnel changes shall be submitted to the COR to verify the persons’ driver’s licenses, credentials and medical fitness prior to the transportation of patients.

• Contractor shall be provided with the name and contact information of the COR and

Valet Manager prior to commencement of contract.

• Contractor shall be required to wear uniforms that look professional, neat and clean in appearance and should all match to clearly identify them as a shuttle driver. Will require to review/approve uniform to ensure it meets expectations.

• The Contractor shall notify the COR, in writing within 24 hours, of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the

VA's review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

• Valet drivers will be required to assist patrons with the removal of walkers, wheelchairs, canes or personal medical equipment in and out of vehicles if needed.

• Contractor shall coordinate and work with Shuttle and Escort contract staff to ensure patients, visitors and staff are handled appropriately regarding service overlap.

• No VA staff or valet contractors are allowed to operate the contractors shuttle lift, the shuttle contractor is required to ensure the patient is loaded and unloaded safely in the valet area.

• Contractor shall coordinate and work with Shuttle and outpatient escort to ensure there is a positive communication and teamwork to handle the needs of patients valet parking that have escort needs or maybe loading and unloading in the valet area.

• Contractor shall be required to carry out daily huddles before the commencement of the workday with shuttle and outpatient escort to ensure communication of concerns, process improvement or changes are discussed among the services to ensure positive patient experience and timeliness of service. Contractor is required to provide documentation monthly to COR of daily huddle meetings and topics discussed.

Contractor shall communicate to COR any recurring issues or concerns so they can be addressed timely among the services.

CONTRACTOR'S RESPONSIBILITIES AND INSURANCE REQUIREMENTS:

• The Contractor shall obtain all necessary licenses and/or permits required to perform this work. Necessary licenses and permits required. The Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract.

• The Contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence.

• The Contractor shall maintain personal and automobile liability, and property damage insurance, as prescribed by the laws. Evidence of coverage is required before commencing work under this contract (copy of Certificate of Insurance), and it may not be changed or cancelled without thirty calendar days prior written notice to the COR.

TRAINING/LICENSES/QUALIFICATIONS:

The Contractor shall provide bonded, fully trained, experienced parking attendants, valet drivers who possess a valid Texas State Driver’s License, be legal residents or U.S.

citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of all types of vehicles, and a commitment to the highest level of respect, courtesy, compassion, and safety.

The Contractor shall furnish at its cost evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of driver’s licenses, DMV printouts, and copies of security background checks.

The Contractor shall be responsible for providing a facility orientation to all valet parking attendants, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The

Contractor shall maintain documentation certifying that all employees assigned to the contract have received the aforementioned training. If deemed necessary by the

Government, additional training shall be offered at the VA North Texas Health Care

System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

CLAIMS/DAMAGE:

The Contractor shall be completely liable for all vehicle damages occurred while in the possession of the Valet staff. All vehicle damage claims brought to the attention of the valet contractor shall be immediately investigated and validated claims shall be processed for settlement. Any claims of damage or missing/stolen property involving patient/customer’s vehicles shall be the responsibility of the Contractor. The VA assumes no responsibility for such claims. All claims shall be directed to and handled by the

Contractor supervisor who shall immediately notify the COR. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days, unless extenuating circumstances warrant additional time and is authorized by the Contracting Officer. All vehicle accidents or theft claims should be immediately reported to the VA Police for investigation.

The Contractor shall be required at each site to:

(The following equipment and operating requirements shall be submitted to the COR and Contracting Officer for prior approval)

• Provide VA approved valet claim checks, securing keys, parking, delivering, and directing certain valet vehicles to and from the valet greeting area.

• Provide professional valet stands, locking key cabinet(s), safety cones, signs, seat covers and other supplies, materials and/or miscellaneous items necessary to operate and manage valet services. All signs shall be the appropriate requirements for facility standards and hand-written signs shall not be allowed.

• Provide communication devices for Valet staff to communicate among one another to deliver service, report emergences, etc.

• Provide and install a minimum of two "No Tipping" signs. The “No Tipping” policy shall be strictly enforced. Valet parking attendants shall be restricted from accepting tips of any kind.

• Provide and install a minimum of two “Insurance Liability” signs for vehicle damage claims.

• Provide experienced, fully trained and professional valet parking attendants to perform valet services.

• Constantly assess VA parking situation taking into consideration all parking spaces available to adjust the level of parking service and personnel required to perform under the contract without exceeding the required wait time to valet parked and retrieved vehicles.

• Provide parking and traffic control recommendations as deemed appropriate and necessary to provide quality valet services.

• Provide valet parking software (ex. Flash parking) for Veterans/customers to call/text ahead to retrieve their vehicles and to track performance and stats on waiting times and patient experience. Ability for the consumer to use their phone app/text message to communicate with valet service.

• Provide GPS software for Valet Service and an electronic ticket system (ex. For real time GPS tracking of valet cars) Allows Veterans, visitors to view real-time pick-up information on phone apps TV monitor) Showing transparency of pick up times on valet vehicles to the consumer.

• Provide tracking system for valet services to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience.

SAFETY REQUIREMENTS:

• In order to protect the lives and health of patients, the Contractor shall take such safety precautions as the Contracting Officer, or the COR, may determine to be reasonably necessary.

• The Contracting Officer, or the COR, will notify the Contractor of any safety non-compliance and the action to be taken.

• The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. If the Contractor fails or refuses to comply promptly, the Contracting Officer may issue an order, stopping all or any part of the work.

• The Contractor shall immediately notify the VA of any incidents involving injury to VA patients/staff/volunteers/guests. The Contractor shall promptly complete and submit to the Contracting Officer Technical Representative and the Contracting Officer, an Incident

Report with all information felt to be necessary for any full review.

• The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

• Contractor must report vehicle accidents and incidents to the Contracting Officer with a formal accident report.

• Accident reports are to be forwarded to the facility Accident Review Board and the Patient

Safety Manager.

• Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle Motor Vehicle Accidents involving valet parking on VA property and how they handle all accidents involving contracted staff. SOP must be submitted to the

COR and Contracting Officer for approval.

• The Contractor shall notify the COR, in writing within 24 hours, of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the

VA's review. No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

INTERFERENCE WITH NORMAL FUNCTIONS:

• The Contractor’s personnel may be required to interrupt their work at any time so as not to interfere with the normal functioning of the medical facility, including utility services, fire protection systems, and passage of facility patients, personnel, equipment and emergency and/or service carts. These interruptions should only be occasional. Any interruptions considered to be excessive should be brought to the attention of the

Contracting Officer.

CONTRACTOR'S QUALITY CONTROL PROGRAM (QCP):

• The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. A copy of this QCP will be forwarded to the

CO in the complete Request for Quote (RFQ) package submitted by the contractor. The

QCP is separate from the required Management/Technical Capabilities that will be provided by the contractor. The CO will review the QCP and list any needed clarifications, and return to Contractor for response, if necessary. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

1. An inspection plan covering all services required by this contract. The inspection plan must specify the areas to be inspected on either a scheduled or unscheduled basis and how often inspections will be accomplished and documented, and the title of the individual(s) who will perform the inspections.

2. On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.

3. For methods used for identifying the quality of service performed please reference the Quality Assurance Surveillance Plan (QASP).

4. On-site records identifying the character, physical capabilities, certifications and ongoing training of each employee performing services under this contract.

5. The methods of identifying and preventing phone/radio/electronic communication breakdowns. Provide a detailed procedure for alternative communications in the event of electronic and mechanical breakdown of vehicle communication.

6. On-site records of any complaints or problems, with procedures taken to allow for corrections and/or elimination before effects caused interruption of performance of contract.

7. Providing reports of patient complaints, peak hours, shuttle usage or concerns to

COR weekly/monthly reports.

8. Contractor shall be required to ensure that the waiting times for valet service is less than 10 minutes.

9. Contractor shall be required to ensure that all patient complaints are handled timely and responded to within 24 hours. Corrective action should be taken to investigate any customer service issues by staff as well as processes regarding services. A report of these complaints and corrective action should be forwarded to COR.

CONTRACTOR FURNISHED EQUIPMENT AND SUPPLIES:

The Contractor shall furnish all the necessary resources, equipment and supplies.

• Software Equipment for Valet shall contain at a minimum, the following:

o Contractor shall provide a two-way radio or cellular phones that shall be fully operational at all times during contract performance.

o The VA will have TV Monitors mounted at the main entrance areas to display this software for customers to see the location of valet parked vehicles being retrieved on the monitors.

o Contractor shall provide real time tracking system for valet parking to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience. Provide weekly reports showing workload and stats on valet parking usage.

o Provide valet parking software (ex. Flash parking) for Veterans/customers to call/text ahead to retrieve their vehicles and to track performance and stats on waiting times and patient experience. Ability for the consumer to use their phone app/text message to communicate with valet service.

o Provide GPS software for Valet Service and an electronic ticket system (ex.

Flash parking or a software that is compatible). Allows Veterans, visitors to view real-time pick-up information on phone apps and TV monitor). Showing transparency of pick up times on valet vehicles to the consumer.

o Provide tracking system for valet services to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience.

SPECIAL EVENTS:

The Contractor shall be notified in advance of any special events which might cause parking problems as a result of additional patients, patrons, or visitors to the Medical Center. Contractor shall be notified of parking any special guests for Executive Office/Public Affairs or Voluntary

Service. Contractors shall be required to adjust the level of parking staff to accommodate the workload or extra vehicle volume.

PROPOSED PLAN:

After notification of contract award, the Contractor shall have fifteen (15) calendar days for full operation implementation and to finalize staff requirements including Government-administered background investigations, etc. The Contractor shall be required to implement their proposed valet parking service plan and perform on a day-to-day basis for the duration of the contract.

ORDERING ACTIVITY:

The Contractor shall not accept any instructions issued by any person other than the Contracting

Officer or delegated Government representative acting within the limits of his/her authority.

CHANGES TO CONTRACT:

Only those services specified herein are authorized. Before performing any service of a non-contractual nature, the Contractor shall advise the Contracting Officer of the reason(s) for the additional work and/or service. Changes to the resulting contract shall not be authorized and reimbursement shall not be made for any work or services performed outside the scope of this contract, unless prior authorization is obtained in writing from the Contracting Officer.

REDUCTION OF SERVICE:

A notice to the Contractor to discontinue or reduce the level of service at the Government convenience shall not result in any service charge or assessment fee for the disconnection or reduced service. The Government shall have the option to terminate the contract if not satisfied with the services during the term of the contract.

PERFORMANCE STANDARD:

Contractor shall ensure that 95% of the vehicles wait no more than ten (10) minutes to be valet parked and no more than ten (10) minutes to be retrieved. Upon request, returned vehicles shall be delivered to the appropriate patient, family member or caretaker for easy exiting. Contactor shall develop a system to monitor and report timelines of service and shall be made available to the VA upon request. The COR shall audit the turnaround time (TAT) or may conduct periodic unannounced inspections to assure that waiting periods do not exceed the performance requirements. Additionally, the Contractor’s ability to manage the traffic flow shall be periodically audited to assure that valet parking services are provided in a safe and efficient operational manner. Contractor shall use a computerized system for valet parking and GPS computerized system to account for valet on station and their time.

COMPLAINTS:

The Contractor shall promptly and courteously respond to complaints within 10 working days, including complaints brought to the Contractor’s attention by the Contracting Officer acting as the

Quality Assurance Evaluator (QAE). The Contractor shall maintain a written record of all complaints, both written and oral showing the identity of the individual, the nature of the complaint, and the Contractor’s response. The Contractor shall permit the Government to inspect such records upon reasonable notice.

QUALITY ASSURANCE:

The Contractor shall be responsible for complying with all appropriate regulations and guidelines of the Joint Commission (JC), Occupational Safety and Health Administration (OSHA), Department of Transportation, and/or any other pertinent federal, state, and local policies relating to the herein mentioned work or valet parking services. The Contractor shall provide adequate on-site supervision at all times in order to achieve quality assurance and to handle all customer concerns and parking incidents. All tasks accomplished by the Contractor personnel shall be performed to preclude damage or defacement to vehicles or Government-owned furnishings, fixtures, equipment and facilities. The Contractor shall report any damage observed or caused by the Contractor personnel to the COR. The Contractor shall be responsible for the replacement of items or to repair vehicles or facilities to previous condition, if the Contractor is determined to be at fault for the damage.

MONITORING PROCEDURES:

The COR shall be responsible for monitoring the Contractor's performance. Performance deficiencies or poor performance identified during the term of the contract shall be reported to the

Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given a reasonable time to take corrective action. If determined appropriate, the Contracting Officer, COR and/or other VA staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and

MUST be corrected within the timeframe specified in the cure notice. The Contractor shall notify the Contracting Officer and the COR when correction(s) have been made. If the appropriate correction is not made within the timeframe specified in the cure notice, the Government shall have the right to terminate the contract in its entirety.

REPORTS:

The Contractor shall establish a method to validate the number of vehicles parked per day (i.e.

parking stubs) and submit a monthly report to the Contracting Officer and COR within seven (7) calendar days after each month ends. The report shall summarize the number of vehicles parked by valet attendants based on date and time (sorted by morning or afternoon). The report shall also identify the peak hours during the day and how many vehicles were parked during those peak hours.