36C26118Q9254-001.docx

36C26118Q9254

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

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

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

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

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

640-18-4-534-0124 36C26118Q9254 07-13-2018 Robert Parke 916-923-4922 08-06-2018 3:00 pm PDT

612MCP

Department of Veterans Affairs VA Sierra Pacific Network (VISN 21) Network Contracting Office (NCO 21) 5342 Dudley Blvd., Bldg 98 McClellan

CA

95652 X X 561110 $7.5 Million X N/A X San Jose Outpatient Clinic 5855 Sliver Creek Valley Pl San Jose

CA

95138

612MCP

See Block 9.

Department of Veterans Affairs FMS VA-9(101) Financial Services Center PO Box 149971 Austin

TX

78714-9971 This is a Request for Quote (RFQ) for Patient Support Service to be provided at the San Jose Community Based Outpatient Clinic in San Jose, CA. See Performance Work Statement in Section B for more information.

Read QUOTE SUBMISSION CHECKLIST carefully.

Read Evaluation of Commercial Items 52.212-2 addendum.

Submit questions in writing to robert.parke2@va.gov Failure to follow these instructions may result in not being considered for award.

Late quotes will not be accepted. Quote must be submitted by email only and must be RECEIVED by the time in block 8.

Check the notice on FBO for updates and amendments.

X X Mandy Thompson Contracting Officer Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C261 Mandy Thompson(CO) - Robert Parke(CS) Department of Veterans Affairs VA Sierra Pacific Network (VISN 21) Network Contracting Office (NCO 21) 5342 Dudley Blvd., Bldg 98 McClellan CA 95652

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

3. INVOICES: Invoices shall be submitted in arrears:

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

Department of Veterans Affairs FMS VA-9(101) Financial Services Center

PO Box 149971 Austin TX 78714-9971 ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 LIMITATIONS ON SUBCONTRACTING-- MONITORING AND COMPLIANCE (JUN 2011)

This solicitation includes VAAR 852.219-10 VA Notice of Total Service- Disabled Veteran-Owned Small Business Set-Aside. Accordingly, any contract resulting from this solicitation will include this clause. The contractor is advised in performing contract administration functions, the CO may use the services of a support contractor(s) retained by VA to assist in assessing the contractor's compliance with the limitations on subcontracting or percentage of work performance requirements specified in the clause. To that end, the support contractor(s) may require access to contractor's offices where the contractor's business records or other proprietary data are retained and to review such business records regarding the contractor's compliance with this requirement. All support contractors conducting this review on behalf of VA will be required to sign an “Information Protection and Non-Disclosure and Disclosure of Conflicts of Interest Agreement” to ensure the contractor's business records or other proprietary data reviewed or obtained in the course of assisting the CO in assessing the contractor for compliance are protected to ensure information or data is not improperly disclosed or other impropriety occurs. Furthermore, if VA determines any services the support contractor(s) will perform in assessing compliance are advisory and assistance services as defined in FAR 2.101, Definitions, the support contractor(s) must also enter into an agreement with the contractor to protect proprietary information as required by FAR 9.505-4, obtaining access to proprietary information, paragraph (b). The contractor is required to cooperate fully and make available any records as may be required to enable the CO to assess the contractor's compliance with the limitations on subcontracting or percentage of work performance requirement.

B.3 PRICE/COST SCHEDULE

ITEM INFORMATION

Period of Performance: One Year beginning date of Award

Month

TOTAL YEAR

Period of Performance:

Option 1001 – One year beginning after completion of first period of performance Option 2001 – One year beginning after completion of second period of performance

Option Patient Support Services in accordance with the Performance Work Statement

Month

Option

TOTAL YEAR

TOTAL YEAR ONE AND ALL OPTION YEARs

36C26118Q9254

Page 1 of Page 1 of Performance Work Statement Patient Support Program San Jose Outpatient Clinic April 26, 2018

1. OBJECTIVE

The Department of Veterans Affairs (VA), VA Palo Alto Health Care System (VAPAHCS) has a requirement for services to establish a Patient Support Program (PSP) for the new San Jose Outpatient Clinic (OPC) in San Jose, CA.

The purpose of this service is to provide support for the new Patient Aligned Care Team (PACT) design standards and requirements per Assistant Deputy Under Secretary for Health for Administrative Operations (10NA).

The overall objective of the PSP is to improve patient and guest arrival experience at the clinic through the provisions of courteous check in assistance on the Vecna kiosk system/VA’s VetLink software; provide greeting, directions and facility information; provide transportation assistance, and to ensure VAPAHCS is in line with the Veterans Experience Office (VEO) Mission: “To enable VA to be the leading customer service organization in government so that Veterans, their families, caregivers and survivors Choose VA”. The PSP services will be filling identified gaps in required services that our current Voluntary & Hospitality Service and Patient Administrative Support Service cannot provide in the new PACT model design.

Due to scope and VAPAHCS staffing limitations, VA staff (including volunteers), are not authorized to transfer patients from car to clinic. Furthermore, clinical staff have limited to no VetLink system management knowledge.

Identified gaps in patient services are:

· Patient vehicle transfer and transport assistance as appropriate (physically help a patient in and out of their car).

· Patient transfer and transport assistance within and around the new facility.

· All arrived patients and guests greeted and connected to VetLink system or staff to request VA services and care.

· Staff must be able a minimum of 51 pounds.

· Staff be able to stand for more than 4 hours.

· Staff that can be held accountable and reliable.

The purpose of this effort is to find a contractor that has the proven experience with patient flow, patient transfer and transport assistance, and intake solutions with the Vecna/VA VetLink kiosk systems management (hardware and software).

The Patient Support Representative (PSR) will primarily welcome, provide wayfinding and vehicle transfer and transport assistance to patient/visitor desired clinic/location for appointments and meetings, assist with Vecna/VetLink kiosks check-in activities, trouble shoot, manage and fix Kiosk issues; thus, creating an efficient, caring, empathetic atmosphere. See RESPONSIBILITIES AND DUTIES.

San Jose OPC is undergoing a monumental change in its design and overall patient care business model and patient flow operations to align with the new Patient-Aligned Care Team (PACT) model. San Jose will be the second OPC within VAPAHCS to implement the full PACT model. The new PACT model removes the traditional front desk clerk/MSA from the traditional check-in areas and embeds them within their respective PACT team behind closed doors working to support their medical doctors and nurses. This new model of care does not and shall not rely on volunteers to support the onstage, check-in, patient flow and transport areas.

The contractor shall have VetLink subject matter expertise and can train its own PSRs on VetLink and manage the system in real-time. Contractor shall also provide (including, but not limited to) all planning, labor, materials, supervision, equipment, and services, which are required to provide an effective and efficient Patient Support Program for patients and guests. See PERFORMANCE STANDARDS. The new OPC will be completed on or about September 1, 2018. Patients will be seen on or about October 15, 2018 and in preparation for the first patient, the Patient Support Program must begin performance no later than September 15th, 2018. This date may have a variance +/- 1 month per COR direction. This will allow all staff to complete their orientation and training prior to coming into contact with the first patient. To ensure VAPAHCS has the capability to deliver the best care possible to our Veterans, VAPAHCS has requested a contract that will fill these gaps in customer service by providing services to meet patients at the front of the clinic, assure a smooth arrival, assist in Vecna/VetLink kiosk check-in, provide real-time wayfinding as needed, and transportation support around the OPC as needed.

2. GENERAL INFORMATION

a. The VA has constructed a new 95,000 square foot outpatient clinic in San Jose, CA to replace an existing facility. Construction was completed in February 2018 and VAPAHCS is in the building activation phase preparing for opening day in October 2018.

b. VAPAHCS lead for this contract is the VA Contracting Officer (CO) and the Contracting Officer’s Representative (COR) who is responsible for the day to day management of the contract.

c. Based on operations at the existing VA San Jose CBOC, it is estimated the PSP will come in contact with an average of 600-900 visitors per day. It is understood the number of visitors indicated herein are only estimated quantities and may fluctuate throughout the contract period.

d. The total number of PSP staff, number of staff per periods of the day, and the contract length of time may fluctuate as staff and leadership learn from this as lessons learned from each contract period.

e. Building keys will not be provided to the Contractor. The SJ OPC will be opened and closed by VA security during business hours. See HOURS OF OPERATION/SCHEDULES.

3. CONTRACTOR REQUIREMENTS

a. The Contractor shall have proven expertise and previous experience with patient flow, patient transfer, transport assistance and intake solutions with the VA’s VetLink kiosk system management (hardware and software). The Contractor shall consider quality as the primary project objective during project planning and execution.

b. It is the responsibility of the Contractor to determine and propose an efficient and effective Project Staffing Plan (established posts throughout the facility). The Project Staffing Plan shall be reviewed and approved by the COR prior to September 1, 2018.

c. Contracted employees working in this capacity must be mature, be dependable and empathetic, and be able to communicate effectively and courteously with patients, guests and staff. All patients, guests and staff will be treated with respect and courtesy at all times.

d. All services shall be performed in accordance with industry standards, all terms, conditions, schedules, provisions, and requirements of this solicitation and any resultant contract.

e. Contractor shall ensure all services are performed in accordance with all local, state and federal laws; including but not limited to OSHA, VA, as well as and industry standards applicable to this type of services.

f. The Contractor shall communicate in writing any changes to proposed key personnel (manager/supervisor) to the COR and CO 30 days prior to changing personnel for VA approval.

g. No tipping will be strictly enforced. Contractor’s employees are restricted from accepting tips of any kind. The COR may request the removal of any Contractor employee without cause if the Government suspects the employee of violating this condition.

h. Physical Requirements:

1) Staff must be able to lift a minimum of 51 pounds.

2) Staff must be able to stand for more than 4 hours.

3) Staff that can be held accountable and reliable.

4) The 1st floor is the most physical and demanding area. While the 2nd and 3rd floors are less demanding, the PSR’s are required to meet physical requirements in order to perform the PWS objective.

5) Reference “RESPONSIBILITIES AND DUTIES” for additional information.

i. Contracted Employees working in this capacity answer questions, provide information and direct people to the desired location, thus creating an atmosphere in the OPC that is caring, yet efficient.

j. Provide information and feedback to the COR based on general questions about performance as requested.

k. Confidentiality:

1) Contracted Employees working in this capacity must be able to maintain strict confidentiality of patient information.

i. All staff with access to patient information in the performance of their duties needs to know their responsibilities in maintaining the confidentiality of VA sensitive information, especially patient information, by completing the annual Cyber Security and Privacy training. This will be provided by the VA after contract award.

ii. Under 5 U.S.C. 552a, patient health records are confidential regardless of medium. The privacy of patient information must be preserved and the information must not be accessible to, or discussed with, any unauthorized persons, nor is the information to be discussed in public areas.

iii. Patient names and Social Security Numbers (SSN) located on the outside of the paper health record must be protected from incidental viewing by the public while in transport.

iv. Patient health records must be in control at all times and not left unattended in any public area.

v. The privacy and security of patient information stored in any media must be protected in accordance with, but not limited to: the Privacy Act of 1974 (5 U.S.C. 552a), the Freedom of Information Act (5 U.S.C. 552); Federal Information Security Management Act (44 U.S.C. 3541); Office of Management and Budget (OMB) Circulars A-123 and A-130; VA Directive and Handbook 6500 Managing Information Security Risk: VA Information Security Program; Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules (Title 45 Code of Federal Regulations (CFR) 160, and 164); VHA Handbook 1605.1, Privacy and Release of Information; and The Joint Commission standards for privacy and security.

l. Contractor shall maintain all required General Public Liability Insurance and Workman’s Compensation and Employer’s Liability Insurance throughout the life of the contract.

m. Staffing

1) Based on the above daily visitor estimates, the Contractor shall provide the necessary number of staff in order to meet the needs of the VA and the PERFORMANCE STANDARDS.

2) The VA anticipates, at a minimum, the Contractor will need a total of seven (7) contract personnel on site daily: six (6) PSP staff and 1 manager/supervisor. However, it is the contractor’s responsibility to ensure adequate staffing to meet the performance standards stated herein.

3) Reference PROJECT MILESTONE SCHEDULE – Staffing Expectations for information regarding the phasing and time frame.

4) Phases and locations of work.

i. The Base phase/period of the project is anticipated to commence on or about September 1, 2018 for a period of one year.

ii. The COR may identify meetings, sessions, or training to be held at the new San Jose OPC. This will be coordinated from the COR to designated Contractor point of contact (POC) within 12 hours of the next business day.

iii. Contractor to assume security clearances, and basic computer training to take 30-45 days to obtain.

iv. The COR and Contractor will revisit the staffing schedule every six months to ensure staffing levels and schedules are appropriate for facility visitor volumes.

v. The Contractor shall provide an on-site Subject Matter Expert (SME) in VA Pact design and patient flow. The Contractor shall provide on-site support for the initial (6) weeks with a minimum of (1) expert-level Vecna/VetLink configuration specialist. This SME shall ensure all PSR’s are trained on all VA-documented San Jose VetLink standard work. This will include additional new San Jose configurations to include approximately 33 fully-configured VetLink workflows, five questionnaires, 334 clinic wayfinding, 28 user templates, 6 kiosk groups, and 40 display board groups that will be deployed in multiple check in areas throughout the facility. The SME shall provide hands-on training in VA processes and systems to the PSP team; operationalize San Jose standard work with PSP; and manage standard work change management process with San Jose leadership.

5) The current plan for kiosk layout is: 1st floor – 6 in main lobby; 8 in distributed locations; 2nd floor – 4 in lobby; 3rd floor – 4 in lobby. Kiosk numbers and locations are subject to change and will be communicated by the COR after award. PSP staffing to support kiosks shall be as follows:

i. There shall be at least one (1) PSP representative assigned to each respective kiosk check-in area on the first floor and at least one (1) PSP representative on the 2nd and 3rd floors to assist patients. There may be two or more kiosks within the visual area of one (1) PSP representative.

ii. One (1) PSP representative shall remain within the immediate visual area of check-in kiosks when other PSP representatives are called to support patient transport needs.

6) Contractor shall assign a multidisciplinary team to fully execute all components of this contract and provide a staffing matrix for all phases of the project. See SCHEDULE FOR DELIVERABLES.

i. See CONTRACTOR REQUIREMENTS, m. Staffing for more information.

7) To be eligible for employment, staff must:

i. Possess the ability to physically and mentally assist customers and resolve any customer issues that may arise.

ii. Ability to fluently read, write and speak English. Spanish or any other language is acceptable as a secondary form of communication (as needed). English is the primary form of communication at the Monterey OPC.

iii. Drug Free

iv. Free of Disqualifying Crimes

v. Able to participate in required trainings

n. Knowledge and Training Expectations

1) Customer Service: All PSP personnel will be trained in providing excellent customer service demonstrating courtesy, kindness, empathetic and a caring demeanor.

2) PSP representatives shall have the proven experience with patient flow, patient transfer, transport assistance, intake solutions with the Vecna/VA VetLink kiosk systems (hardware and software) and San Jose OPC’s documented standard work.

3) PSP representatives must possess or learn ADA/handicap knowledge and skills. The need is mandatory and the Contractor’s representatives shall know how to accommodate, transport, communicate, and guide our patients and guests with empathy and finesse.

4) Training related to Personally Identifiable Information (PII) and security will be provided by the VA. This training will be coordinated with the COR after award.

5) PSP representatives will be required to obtain Government issued ID/security badges. This activity will be coordinated with the COR after award.

6) All Contractor staff must successfully complete training, certifications, and approval from Office of Information Technology (OIT) prior to computer access.

o. Equipment, Supplies and Uniforms

1) The Contractor shall be responsible for providing parts of uniforms, equipment (i.e. time clocks, clip boards, other office equipment deemed necessary to support on-site staff). See IDENTIFICATION AND UNIFORM REQUIREMENTS.

2) The Contractor shall perform a visual inspection of their PSP representatives to verify uniform standards and, if required, correct the issue to conform to the PWS requirements.

p. Work Site / Working Conditions

1) The Contractor shall perform an on-site inspection with the COR to verify existing site conditions of designated staging areas. The Contractor shall provide the COR and the CO a written notice of any pre-existing damages.

2) The Contractor shall keep their work site clean, free of debris, including staging and storage areas used by the Contractor.

3) The contractor agrees to protect all building premises from damage and agrees to take necessary protective precautions and agrees to be held financial responsible for all damages transpired by the contractor (accidentally, or on purpose).

4. PERIOD OF PERFORMANCE

a. Work shall begin immediately upon contract award:

BASE: A period of one year from the date of award.

OPTION PERIOD 1: A period of one year beginning after the end of the base period.

OPTION PERIOD 2: A period of one year beginning after the end of the Option Period 1.

5. PROJECT MILESTONE SCHEDULE

a. Below is the anticipated project milestone schedule which will be further coordinated with the COR.

BASE

(on or about) September 1st, 2018 Anticipated date of award

BASE

(on or about) Week of September 3rd, 2018 Kick-Off Meeting by telephone.

BASE

Month of September 2018 Training at the existing SJ CBOC and at the new SJ OPC Initial planning, pre-work orientation, initiate security ID/PIV, background checks cleared, learning, training phase, and on-site Supervisor/Management staff.

BASE

PSP start at new clinic (on or about) October 15st, 2018 (Assume Quote to reflect total of seven (6) employees and 1 supervisor) 100 % staffed, PIV badged, and operational at the new SJ OPC

OPTION PERIOD 1:

(Sep 1st, 2019 – Aug 31th, 2020) One year after the end of the Base period 100 % staffed and operational.

OPTION PERIOD 2:

( Sept 1ST, 2020 – Aug 31st, 2021) One year after the end of Option 1 100 % staffed and operational.

6. HOURS OF OPERATION/SCHEDULES

a. San Jose OPC business hours for this contract will be Monday-Friday, 0730– 1700, excluding Federal Holidays, and any other day specifically declared by the President of the United States to be a Federal Holiday.

b. Hours of peak patient usage are 0730 to 1100 and 1300 - 1400. The Contractor shall adjust and impose alternate schedules accordingly to meet patient influx and flow. Overtime is not available under this contract.

c. At VAPAHCS outpatient clinic, mornings are the busiest times for patient care. The Contractor will staff the PSP operation with as many PSP representatives as needed to ensure an efficient operation, taking into consideration the busiest times are stated above when establishing employee work schedules.

d. The supervisor’s shift is expected to span the busiest times of day (0800 – 1700); six (6) PSR’s will be on-site during peak hours; and an appropriate number of PSR’s will be on-site to support facility opening and closing times.

e. SPECIAL EVENTS: The COR will be responsible to notify the Contractor’s supervisor at least two (2) weeks prior or as soon as possible to any special event.

f. Observed Holidays by the Department of Veterans Affairs:

7. RESPONSIBILITIES AND DUTIES

a. PSP representatives will primarily welcome, assist with kiosks check-in activities, provide wayfinding assistance, and transport patients and guests to their desired clinic/location; including, but not limited to parking lots, OPC bus stop, to and from their vehicles, exam rooms, and patient pick up and drop off locations.

1) PSP representative will be standing and or walking patients and guests around for at least 90% of their tour of duty.

2) Although, duties may call for the PSP representative to transport, walk, etc. patients and guests throughout the OPC; there shall be at least one (1) PSP representative who remains within immediate visual area to immediately assist patients with kiosk check-in.

3) PSP representative must possess critical thinking skills to manage urgent patient & visitor needs and escalate to VA medical professionals as appropriate.

4) Contractor’s employees will greet every visitor with a smile and a polite greeting.

5) Other duties may include, but not limited to, answering telephones/taking phone messages, transport prosthetics (i.e. canes, wheelchairs, etc.), or supplies throughout the Monterey OPC when downtime from greeting and escort is not occurring.

b. The Contractor will designate one full time on-site supervisor/manager as a representative of the Contractor who be on-site from 0800 – 1700 M-F.

1) On-Site Supervisor/Manager Duties:

i. Duties of the supervisor/manger will hire/staff, train, schedule, coordinate and manage PSR’s to successfully achieve the objective of this PWS.

ii. Duties of the supervisor/manger shall include, but not be limited to, customer relations, training and improving all PSP representative services, coordinating and scheduling all work and additional services.

iii. Shall be San Jose OPC’s main point of contact for the Vecna kiosk system. The VA will perform kiosk training for its own staff on or about August/September 2018. The contractor’s staff may attend the training to learn how to utilize these systems. The VA will not reimburse or pay the contractor to have its employees attend the training. (This is subject to change depending on VetLink activation and training schedule)

iv. On-site supervisor/manager is responsible for verifying all PSP representatives adhere to the IDENTIFICATION AND UNIFORM REQUIREMENTS.

v. On-site supervisor/manager is responsible for enforcing the no tipping policy.

vi. Once the new San Jose OPC is operational, on-site Supervisor/Manger is responsible for adhering to the MEETING AND REPORTING REQUIREMENTS.

vii. On-Site supervisor/manager is responsible for notifying the VA immediately of any areas that may pose a safety hazard to patients, guest, and staff. It is the responsibility of the on-site supervisor/manager to see that all incidents are logged in the daily log, and categorized by low, medium and high risk.

viii. All incidents shall be summarized by degree (low, medium, and high) in a monthly incident report; and delivered to the designated COR.

ix. On-site supervisor/manager will coordinate with Volunteer Services to ensure consistent training, knowledge transfer and support to volunteer staff.

1) PSP Representative Responsibilities:

i. While on duty, PSP representatives shall be prepared for patients, guests and visitors.

ii. Contractor’s employees will greet every visitor with a smile and a polite greeting.

iii. PSP representatives will assist parking patients and guests as needed by removing wheelchairs and carts to/from their automobiles, as well as providing help patrons in and out of vehicles as needed.

iv. Transport and assist wheelchair passengers carefully and courteously throughout the OPC property and make sure patients get to their desired location.

v. PSP representative staff will maintain the entrances and common areas appearance of the entrance by sweeping the area and keeping it clear of any trash and debris generated by the PSP representative.

vi. PSP representative shall possess, at all times, the skills to use the VA’s VetLink and provide directions to facility visitors.

vii. PSP representative will be trained to field questions that patients have regarding facilities and services, and will be expected to understand escalation procedures for patient and visitor requests should the question or need be beyond the scope of the PSP representative.

viii. PSP representative will be capable of critical thinking skills to handle urgent care/emergency care situations which will be escalated to medical professionals.

ix. Contractor’s employees are restricted from accepting tips of any kind. No tipping will be strictly enforced. The COR may request the removal of any Contractor employee without cause if the Government suspects the employee of violating this condition.

x. At the end of their shift; the work areas will be secured, all wheelchairs and other transportation devices (i.e. canes, scooters, and wheelchairs) stowed away to their assigned locations

xi. The Contractor’s employee will turn over their post to either another PSP representative or to the on-site project and manager.

8. IDENTIFICATION AND UNIFORM REQUIREMENTS

a. All Contractor staff/subcontractors shall wear visible identification (company and individual name tags), and present a professional appearance at all times while under performance of this contract. Staff are also required to wear Government-issued IDs (PIV card).

1) Business casual attire is acceptable when attending off-site meetings and trainings; Contractors shall wear visible identification at all times.

2) All PSP representatives shall be scent-free, clean, and groomed.

3) Contractor has the option to require the manager/supervisor to wear uniform similar to the PSP representative with visible identification or business casual attire.

i. Business casual is defined as a solid-colored, long sleeve (button up) dress shirt; dress pants/appropriate skirt (for women). Neutral colors and conservative, comfortable foot wear for all, clean, groomed, ironed clothes.

ii. Khaki is acceptable.

iii. Jeans (blue jean or colored) are not acceptable when on-site the new San Jose OPC facility.

4) PSP representative uniforms shall consist of the items listed below. At all times the PSP representative will wear approved uniforms while on-site at the new San Jose OPC.

i. Black vest (Contractor provided).

ii. Red Collared under shirt (Contractor or employee provided)

iii. Black pants, and black (comfortable) shoes (Contractor or employee provided).

iv. Embroidered VA Logo (Left Chest). VA COR to approve VA logo for vest after award.

v. Sturdy/strong removable name tag (Right Chest), (contractor provided). Sample name plate below (Not to true size dimensions).

JOHN/JANE SMITH

Patient Support Program

5) Uniforms must be regularly laundered, clean, free of stains/soils and free of adverse odors.

6) Scent-free sensitive workplace. Request staff avoid wearing scented products which may irritate patients, guests, co-workers and staff.

7) When attending meetings, trainings, etc. PSP staff are allowed to wear business casual attire.

9. MEETING AND REPORTING REQUIREMENTS

a. Meetings:

1) The Contractor shall attend a kick-off meeting expected to be scheduled within five (5) calendar days of contract award. This meeting will be held over the phone.

2) Throughout all phases of awarded contract, the Contractor shall anticipate at minimum, a monthly progress meeting with the designated COR.

3) Once the new San Jose OPC becomes operational, the PSP on-site supervisor/manger is responsible for attending daily morning VA huddles held at the new clinic. These meetings are to be attended by the supervisor/manager only.

4) Once the new San Jose OPC becomes operational, the PSP on-site supervisor/manger is responsible for attending VA leadership meetings, held Tuesday afternoons at the new clinic (*subject to change day of the week, but will not exceed more than once a week). These meetings are to be attended by the supervisor/manager only.

5) The Contractor shall attend (in person) a close-out meeting expected to be scheduled within 30 calendar days of the final Contractor-performed activity. The Contractor shall provide all outstanding deliverables at this meeting. This meeting will be held over the phone, or on-site at the new San Jose OPC facility.

6) The Contractor shall participate in additional meetings as required by the COR.

b. Reporting Requirements:

1) The Contractor shall immediately notify the VA Police and Security in the event of an emergency, or if an individual (employee, patients and visitors) requires medical assistance (i.e. injured or stranded persons), and log the incident.

2) The Contractor (on-site supervisor/manager) is responsible for reporting incidents or any violations noted during the performance of his/her duties to the VA Police.

3) Throughout all phases of the contract the Contractor shall immediately communicate any identified issues to the COR that may create or have created any performance issues.

c. Coordination/Incident Logs

1) The contractor is responsible for maintaining daily incident logs (categorized by low, medium and high risk) and reported with the monthly report to the COR.

2) The Contractor shall provide the COR with monthly progress reports (original plus one copy, or one (1) electronic PDF document). Reports are due to the COR by the second workday of each month throughout the project's duration.

i. The monthly progress report shall cover:

· All incidents shall be summarized by degree (low, medium, and high)

· Any problems, incidents that arose, along with a statement explaining how the problem was resolved.

· Any problems that have arisen but have not been completely resolved, with an explanation.

· Any new risks identified during the preceding status period.

· All work completed during the preceding status period compared to the planned activities.

· The work to be accomplished during the subsequent status period

10. SCHEDULE FOR DELIVERABLES (FACTORS):

a. In accordance with this PWS, the Contractor shall produce the following deliverables with proposal, and will be living documents throughout the performance of the contract:

1) Contractor has proven experience with patient flow, patient transfer and transport assistance within a VHA Healthcare system.

2) Training plan to ensure all staff are fully trained and proficient with the new San Jose’s OPC standard work for the Vecna kiosk/VA’s VetLink system.

3) Staffing Plan and Organization Chart

4) Evidence showing the proposed supervisor and lead(s) have experience with VHA Healthcare system patient flow, patient transfer, VetLink kiosk check-in software management experience, and transport assistance services.

b. After award, the Contractor shall further develop and maintain the proposed project management plan to include the above documents, as well as an After-Action Review (AAR)/lessons learned.

c. The Contractor shall create, edit, and manage documents/deliverables in the English language using office automation software and provide the following deliverables in the identified formats (docx, .doc, .pdf).

d. If for any reason any deliverables cannot be completed within the scheduled time frame required to meet the activation date, within three (3) days of discovery the Contractor shall submit in writing to the CO and to the COR the reason for the delay including a firm commitment as to when the work will be completed. This notice to the CO and COR shall cite the impact on the overall project and include the project’s schedule, and risk. The CO shall then review the facts and issue a response, in accordance with applicable regulations.

e. The PWS outlines all the deliverables required for this contract.

11. GOVERNMENT FURNISHED ITEMS/PROPERTIES

a. The VA will provide the Contractor a location/space at the San Jose OPC campus large enough to accommodate one (1) work station with a phone and a PC. The functional intent of this space is to provide a home base for the supervisor to report incidents, check-in and out for shifts, return equipment to charge, and run reports on VetLink.

b. In support of the PWS, and as determined, the VA will provide access to computers as needed. NOTE: All Contractor staff must successfully complete training, certifications, and approval from Office of Information Technology (OIT) prior to access. Reference “Knowledge and Training Expectations”.

c. The Government will provide communication devices for the Contractor’s employees use to communicate within the building.

d. The Contractor shall be responsible for any loss or damage to the property provided to the Contractor.

e. Any items/property that is damaged or lost will be replaced by the Contractor to the satisfaction of the VA at no additional cost to the Government.

1) Other than the location/space at the San Jose OPC, the Government will NOT be furnishing additional items/property. If items/properties are provided, they will be identified in writing and agreed upon between the Contractor and Government after award.

f. Prior to the release of the final payment, all VA furnished equipment/property must be returned to the COR in same or better condition as it was issued.

12. CONTRACTOR/PROVIDED EQUIPMENT/SUPPLIES

a. Contractor shall furnish all required supplies, materials, personnel, signage and any necessary equipment (i.e. work vests, name tags, etc.) required to perform the services defined herein. See IDENTIFICATION AND UNIFORM REQUIREMENTS.

b. Uniform will be proposed and agreed upon by the VA’s COR and the Contractor. All uniform styles must be approved by the COR prior to implementation.

13. PERFORMANCE STANDARDS

a. The Contractor will staff the PSP operation to demonstrate an efficient operation. An efficient operation is defined as: a patient or guest waits no more than one minutes to be acknowledged by a PSR. The VA is relying on Offeror’s expertise when preparing (planning) staff matrix and schedules. The estimates above are provided as a general guideline.

b. The COR will make periodic unannounced inspections and will audit the turnaround time to assure Contractor is in compliance.

c. The Contractor’s ability to manage patient and guest flow in coordination with VA’s VetLink kiosk system.

d. Contractor will be periodically audited to assure that the Contractor is putting the Veteran first and is providing a safe and efficient operation.

e. If required by the COR, the Contractor will, at its sole cost and expense, perform a drug screen and criminal background check on all Contracted employees of the Contractor who will provide services under this agreement. The Contractor agrees to terminate immediately any employee, if at the sole discretion of the VA, poses a risk to the health or safety of any Contractor employees or individual requiring services or if the COR disapproves of the conduct of any of the employees identified or interferes with the business or operations of the hospital.

14. PARKING, SMOKING, AND VA REGULATIONS

a. On-site parking is available for VA patients, guests and employees and will be made available for Contractor employees/subcontractors. The Contractor agrees to designate employee parking for their employees and subcontractors as reviewed by the COR. Designation must consider leaving the closest parking spaces open for VA patients and guests.

b. VAPAHCS will not invalidate or make reimbursement for parking violations of the Contractor or their employees/subcontractors under any conditions.

c. Smoking will NOT be allowed on the San Jose OPC campus while the Contractor is under performance of the subject contract. The COR may request the removal of any Contractor employee without cause if the Government suspects the employee of violating this condition.

d. The Contractor shall abide by a zero-tolerance policy for drugs and alcohol. The Contractor shall provide proof of drug screening upon CO or COR request. The COR may request the removal of any Contractor employee without cause if the Government suspects the employee of violating this condition.

e. Possession of weapons is prohibited on all VA campuses.

f. Enclosed containers, including tool kits, shall be subject to search.

g. Violations of VA regulations may result in a citation answerable in the United States (Federal) District Court, not a local district state, or municipal court.

15. CELLULAR PHONE USE

a. Personal cell phone use is not permitted while on duty, but is permitted in designated break-room areas and/or outside away from main entrances.

b. Cellular phones and two-way radios are not to be used within six feet of any medical equipment.

16. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

a. Contractor Responsibilities: The Contractor shall maintain sufficient staff to be responsive to the patients, visitors and guests.

b. Contractor employees/subcontractors shall be eligible to work in the U.S.

c. Contractor employees/subcontractors will comply with all VAPAHCS security, access and badging requirements.

d. Security clearances will be coordinated with the designated COR after award.

17. GENERAL CONFIDENTIALITY AND NONDISCLOSURE

It is agreed that:

a. The preliminary and final deliverables, and all associated working papers and other material deemed relevant by the VA which has been generated by the Contractor in the performance of this task order are the exclusive property of the Government and shall be submitted to the CO at the conclusion of the contract.

b. The CO will be the sole authorized official to release, verbally or in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this contract. No information shall be released by the Contractor. Any request for information relating to this contract, presented to the Contractor, shall be submitted to the CO for response.

c. Press releases, marketing material, or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

18. CHANGES AND MODIFICATIONS

a. All modifications to the contract will be in accordance with FAR 52.212-4, Contract Terms and Conditions - Commercial Items, par. (c). The CO is the only person who can make changes to the contract.

b. Any changes to this contract shall be authorized and executed through written correspondence on a Standard Form (SF-30) by a CO. A copy of each change and resulting contract modification shall be kept in a project folder along with all other products of the project. Costs incurred by the Contractor through the actions of parties other than the CO shall be the total responsibility of the Contractor and no additional cost shall be charged to the Government.

END

B.4 IT CONTRACT SECURITY

VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

1. GENERAL

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

2. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

c. Contract personnel who require access to national security programs must have a valid security clearance. National Industrial Security Program (NISP) was established by Executive Order 12829 to ensure that cleared U.S. defense industry contract personnel safeguard the classified information in their possession while performing work on contracts, programs, bids, or research and development efforts. The Department of Veterans Affairs does not have a Memorandum of Agreement with Defense Security Service (DSS). Verification of a Security Clearance must be processed through the Special Security Officer located in the Planning and National Security Service within the Office of Operations, Security, and Preparedness.

d. Custom software development and outsourced operations must be located in the U.S. to the maximum extent practical. If such services are proposed to be performed abroad and are not disallowed by other VA policy or mandates, the contractor/subcontractor must state where all non-U.S. services are provided and detail a security plan, deemed to be acceptable by VA, specifically to address mitigation of the resulting problems of communication, control, data protection, and so forth. Location within the U.S. may be an evaluation factor.

e. The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor's employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination.

3. VA INFORMATION CUSTODIAL LANGUAGE

a. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA.