P09_R.4_12-10-18_640-19-1-034-0005_Courier_Transport_Services_PWS.pdf

Courier Transport Services for:

Laboratory and Pharmacy Service

PERFORMANCE WORK STATEMENT

1. Scope of Work:

VA Palo Alto Health Care System (VAPAHCS) requires the services of a commercial courier service to transport a variety of specialized and routine deliverables on a set schedule, as well as capacity for unscheduled pick up / deliveries, and some afterhours pick up/deliveries for the:

Pathology and Laboratory Medicine Service requires transport of diagnostic blood, urine and pathology specimens from the outlying VAPAHCS laboratories to the main Laboratory in

Palo Alto. Empty specimen transport containers and some minor supplies must be returned to the originating labs.

Compensation and Pension Unit requires the transport of claims files on a set schedule to and from the main Compensation and Pension Unit at VAPAHCS’ Palo Alto Division to a variety of outlying VAPAHCS locations and to non-VAPAHCS locations such as the Oakland

Regional Office of the Veterans Benefits Administration, as delineated below and in attachment.

Pharmacy Service: requires courier service to transport prescriptions and medications on a set schedule to the main Pharmacy in Palo Alto, Menlo Park and Livermore from the outlying facility pharmacies. Occasional unscheduled pickup and delivery during business hours and some off hours emergency pickup and delivery is also required. Estimated 5 annual emergency trips for each site.

Occasionally other services in the hospital will make as needed unscheduled single orders. These services include: Nursing, Engineering, and Radiology services.

Locations are delineated below and routes delineated in the attachment.

2. Location of the Work:

a. Primary Facility: Palo Alto VA Health Care System

3801 Miranda Ave, Palo Alto, CA 94304

Compensation & Pension Unit: Building 100, Unit 2C Room C2-110

Laboratory: Building 100, 4th Floor, Room F4-130 Pharmacy, Building 100, 1st Floor, Room E1-120

SPS Decon, Building 100 Basement, Room EB-320

b. Livermore VA Clinic: 4951 Arroyo Road, Livermore, CA 94550

Compensation & Pension Unit: Building 64, Room 107

c. Livermore VA Health Care System: 4951 Arroyo Road, Livermore, CA 94550

Laboratory, Building 62, 2nd Floor, Room 202

Pharmacy, Building 62, 1st Floor, Room A-123

SPS, Building 62, 6th floor Room 613A

d. Fremont VA Clinic, 39199 Liberty St, Fremont, CA 94538

Compensation & Pension: Front Desk

Laboratory: Room 101 (next to the front desk) Pharmacy:

Front Desk

e. Menlo Park VA Hospital, 795 Willow Road, Menlo Park, CA. 94025

Compensation & Pension: Building 334, Room D-230

Laboratory: Building 334, Room D-11

Pharmacy: Building 334, Room A-106

f. Modesto VA Clinic, 1225 Oakdale Road, Modesto CA 95355 Pharmacy: Clinic Front

Desk

g. Monterey VA Clinic, VA Gourley Clinic, 201 9th Street, Marina, CA 93933

Compensation & Pension: Main Building

Laboratory: Main Building

Pharmacy: Main Building

h. Regional Office, Veterans Benefits Administration, 1301 Clay Street, Oakland, CA

94612 POC: Dennis Zapanta, (510) 637-6153

Compensation & Pension: 14th Floor North Tower Mailroom

i. San Jose VA Clinic, 5855 Silver Creek Valley Place, San Jose, CA 95138

Compensation & Pension, Pharmacy

j. Stockton VA Clinic, 777 So. Freedom Dr., French Camp, CA 95231

Pharmacy: Clinic Front Desk

k. Capitola VA Clinic, 1350 41st Ave, Suite 102, Capitola, CA 95010

Front desk for all services

Contractor must be flexible to modifications if a new clinic stop is added, or if a clinic relocates during the contract period.

The Contractor acknowledges that it has taken steps reasonably necessary to ascertain the nature and location of the work, and that it has investigated and satisfied itself as to the general and local conditions which can affect the work or its cost, including but not limited to (1) conditions bearing upon transportation, disposal, handling, and storage of materials; (2) the availability of labor, water, electric power, and roads; (3) uncertainties of weather, or similar physical conditions at the site; (4) the conformation and condition of the ground; and (5) the character of equipment and facilities needed preliminary to and during work performance. The Contractor also acknowledges that it has satisfied itself as to the character, quality, and quantity of surface and subsurface materials or obstacles to be encountered. Any failure of the Contractor to take the actions described and acknowledged in this paragraph will not relieve the Contractor from responsibility for estimating properly the difficulty and cost of successfully performing the work, or for proceeding to successfully perform the work without additional expense to the

Government.

3. Period of Performance:

Base: May 1, 2019 – April 30, 2020

Option Year 1: May 1, 2020 – April 30, 2021

Option Year 2: May 1, 2021 – April 30, 2022

Option Year 3: May 1, 2022 – April 30, 2023

Option Year 4: May 1, 2023 – April 30, 2024

4. Deliverables: Diagnostic laboratory specimens, empty specimen coolers, Compensation and Pension claims files, minor supplies requiring courier service transport between facilities, Pharmacy medications and prescriptions. Items for transport are pre-packaged by

VA staff.

5. Contractor Qualifications: The contractor shall insure that all courier employees handling and transporting VA packages are appropriately trained and certified to meet all State, Federal, IATA, DOT, CFR 49 and FAA regulatory requirements. A copy of any training and certifications may be requested by the COR at any time during the contract period.

6. Designation of Contracting Officer’s Representative (COR)

The Contracting Officer (CO) will appoint a Contracting Officer Representative (COR) to perform tasks related to the execution and surveillance of this contract. The COR will be designated to represent the Contracting Officer (CO) in furnishing technical guidance and advice under this contract. The foregoing is not be construed as authorization to interpret or furnish advice and information to Contractor relative to the financial or legal aspect of the contract. Those matters are the responsibility of the CO and shall not be delegated.

The CO is responsible for the administration of this contract. The CO is the only individual authorized, to extent indicated in this contract, to take actions on behalf of the Government, which may result in changes in the contract terms, to include deviation from the performance work statement, details, and performance schedules. Communications pertaining to contractual matters shall be addressed to the CO. No changes in or deviation from the scope of work shall be affected without a written modification to the contract executed by the CO. No oral statements of any person whosoever will in any matter or degree, modify or otherwise affect the terms of this contract. If the contractor is given a direction which it believes to be a change or require additional compensation, the contractor must notify the CO immediately in writing and request a determination if the direction constitutes a compensable change.

The Contractor will receive a copy of Delegation Letter which will identify the COR appointed by the CO.

7. Quality Assurance Monitoring:

The COR or designated representative will monitor the contractor’s performance to assure that the performance thresholds and standards of performance are met in accordance with the performance work statement and the Quality Assurance Surveillance Plan (QASP). In accordance with FAR 52.212-4 (a) “Inspection/Acceptance” the Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The COR may require repair or replacement of nonconforming supplies or re-performance of nonconforming services at no increase in contract price.

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance standards describe the minimum acceptable level of the service required for each task. These thresholds are critical to mission success.

The COR will evaluate the services required by each task order to ensure compliance.

The contractor shall perform all work required by the task orders in a satisfactory manner in accordance with the appropriate PWS task order sheet. The COR will not consider the task completed until all deficiencies have been corrected.

The COR will receive complaints from facility personnel and pass them on to the contractor’s quality inspector for correction.

Contractor pickup and delivery times will be within a 15-minute leeway time. Pick up / delivery times greater than 15 minutes require a phone call to the Laboratory contact with reason and within laboratory operating hours. Final traffic routes/patterns and times will be established prior to implementation, with mutual agreement.

Customer service skills must be evident to VAPAHCS staff with no more than 3 complaints or referrals to the Laboratory Manager or the Compensation and Pension Medical Director per year.

8. Any Specialized Requirements:

a. Schedule: Routine schedules must be established and followed such that items are picked up at specified times and delivered to the destination location in a timely manner. Lab specimens are time and temperature sensitive, therefore specimens must be taken directly to the VA facility, without being re-directed to other pickups in-between, which could delay / compromise specimens.

Pickups and drop offs just prior to lab closures must be strictly adhered to so staff does not have to wait for the driver or the VA does not have to pay the employee overtime to wait after lab closure. A phone call to the lab contact must be made prior to lab closure. In the event of extenuating circumstances/ delays, the pickups must occur before clinic closure. (as lab hours are different than clinic hours). Specific schedules are listed for each VAPAHCS department as attachments to this document.

Note: Offerors may suggest improvements or efficiencies to the schedule and if accepted, an amendment may be issued.

b. There must be STAT and unscheduled delivery services. Specifically, for unscheduled, unanticipated, and urgent services. When requested, contractor should have a driver available that is not involved with routine/scheduled runs.

This is so that it does not interfere with scheduled runs.

a STAT service is considered urgent and should not have stops in-between delivery. These deliveries involve time sensitive materials and must reach their destination quickly as possible.

b Standard unscheduled request is not urgent and not time sensitive. These can have stops in-between delivery.

c Pickup and delivery times for these services should be agreed between requestor and contractor. Because each request is unique, times will vary and must be coordinated between the contractor and requestor.

c. Pick/up Delivery Days, Holiday Exceptions: Courier services between the VA facilities will be conducted daily, Monday through Friday and San Jose laboratory Saturdays, except on federal holidays. Federal Holidays: New Year’s Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, and any other day specifically declared by the President of the United States to be a federal holiday.

d. General:

(1) Offeror must possess a minimum of three (3) years’ experience, along with all necessary vehicles, equipment and personnel.

(2) When routes are established, the number of boxes and containers must be taken into consideration relative to the size of courier vehicle. Full containers must be segregated from empty containers to prevent mix up.

(3) Courier must provide cart or mechanism to transport multiple containers and boxes from each pick-up point to final delivery point.

(4) A means to return empty containers from the delivery points to the collecting facilities must be part of the daily pick up/delivery service.

(5) Contractor must have a backup for pick up and deliveries in the event the regular driver/vehicle breaks down, and un/scheduled time off.

(6) Contractor shall ensure all vehicles used are air conditioned, have heaters, and are clean and in proper operational condition. Vehicles must use temperature controls to maintain specimen area at 70 -72F. Couriers may not use their own personal vehicles to transport laboratory specimens. Requests for exception must be made to the

Laboratory Manager. Containers, coolers, supplies cannot be taken to a drivers home.

Vehicles must be marked with company logo.

(7) Vehicles must have a mechanism to keep specimen coolers upright and secure during transport (so specimens do not spill). Drivers must have a means to assure that empty and full specimen coolers are not mixed upon pickup, transport or delivery.

(8) Vehicles must have capability of GPS or transponder tracking and telephones to contact staff in the event of a late arrival. Contractor must have a means of measuring pickup and delivery times and establishing a quality control report on percent of times delivered within time frame, problems encountered, driver, delivered to etc.

(9) Copy of all State licenses/Operating permits shall be provided to the Contracting

Officer (CO) or Contracting Officer Representative (COR) upon contract award. TSA

Certification is preferred (homeland security).

(10) Contractor must be able to accommodate some special delivery requests for specimens or supplies or to adapt to additional routes when new clinic locations are built within the VA Palo Alto valley coverage area (see below or http://www.paloalto.va.gov) or deliveries to other VAs in close proximity during the duration of the contract. A mechanism for discounting rates for additional routes should be defined within the contract. Contract modifications will be made as required.

e. Drivers:

(1) Couriers must be able to lift and handle multiple routine boxes and containers measuring up to 2 ft. by 3 ft., with other irregular sized special containers and files.

(2) Drivers may not use their personal cars for pickup and delivery of Laboratory specimens due to the potential for infectious disease transmission. Requests for exception to this must be made to the Laboratory Manager. Drivers may not store any coolers, shipping containers, supplies or documents being transferred in their personal cars, homes or non-work possession between transits.

http://www.paloalto.va.gov/ http://www.paloalto.va.gov/

(3) Customer service skills training of contractor staff must be performed, documented and evident to the VAPAHCS Laboratory staff. Complaints or issues will be submitted to the Assistant Chief of Ambulatory Care Service or the Laboratory Manager.

(4) Professional contract services are required which include courier uniforms, identification and identification on the delivery vehicle. The Contractor’s employees shall wear identification tags that include the company’s name/logo and employee name.

(5) All drivers must maintain a valid driver’s license for the type of vehicle operated as required by the States of California. A record of each driver as to character, past driving history and physical capabilities of performing the duties as a courier must be maintained and made available to the COR for inspection upon request. Smoking, drinking of alcohol or alcohol on the breath of drivers is prohibited when transporting Lab work.

(6) The contract manager, drivers, and alternates, must be able to read, write, speak, and understand English. The name of this person, and an alternate, or alternates, who shall act for the contractor when the manager is absent, shall be designated in writing to the COR. An updated listing will be provided as changes in personnel occur.

(7) Drivers and/or Company must be bonded for this service requirement.

f. Account, Invoices

(1) Invoices must be sent by the 10th working day of the following month by email to the designated Contracting Officer Representative (COR).

(2) An account manager will be established as a primary contact.

Communication of issues, changes, problems or account management will be through the

Contracting Officer, COR or Ambulatory Care AO or Laboratory Manager (or representative) as appropriate.

g. Specialized Requirements for specific Services/Departments – see attachments.

9. HIPAA and Information Security:

Although Contractor does not have access to VA computers or internet, or direct access to VA sensitive information all rules of HIPAA privacy apply (see below). Specimens and records are transported in sealed boxes or containers; staff can tell if box has been opened.

The Contractor shall ensure the confidentiality of all patient information being transported and will be held liable in the event of breach of confidentiality. The

Contractor shall comply with the provisions of the Federal Privacy Act of 1974 (Public

Law 93-579).

10. VA Information Custodial language:

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. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data-

General, FAR 52.227-14(d) (1).

11. Security Incident Investigation:

The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the

COR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

12. Liquidated Damages for Data Breach:

Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

Based on the determinations of the independent risk analysis, the contractor shall be responsible for paying to the VA liquidated damages in the amount of $37.50 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

a. Notification

b. One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports

c. Data breach analysis

d. Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution

e. One year of identity theft insurance with $20,000.00 coverage at $0 deductible;

and

f. Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.

13. Invoicing:

a. Invoicing must be monthly.

b. Contractor must submit invoices within thirty days after month of service.

c. Invoices should be clear as possible. This will be ultimately determined by COR.

1 Must group same scheduled runs for the month. One-line item for example: Palo Alto to Livermore, then number of runs, for a total of $X.

2 If unscheduled or STAT run is invoiced, they must annotate full name of the requestor, pick up and destination

d. Services provided that are not listed on the PWS will not be approved for payment. Contractor must only provide services to the hospital services group listed on the PWS scope of work. This is not a whole hospital contract.

This only involves the services listed above.

e. No surcharges.

f. Overweight charges must be explained and listed on the cost schedule.

1 List how much over the limit and total cost.

2 This will be a single line item on the invoice.

g. Cost estimates must include all services required to meet scheduled delivery times. If you plan to charge for returns “back and forth” to meet scheduled times you must clearly state that and include it in your cost estimate. This includes returning of containers at the end of the day.

ATTACHMENT A

Service: PATHOLOGY & LABORATORY

Deliver: Laboratory Specimens, Empty Containers/Coolers, Some Supplies

Point of Contact:

Sang Gross, Laboratory Manager, Path & Lab Medicine (113), 650-493-5000x66722, sang.gross@va.gov

Preferred Schedule:

Pick up from:

Hours of Operation: Pick up Time: Delivery to: At: Ave # Boxes

Menlo Park 7:30 am – 1:30 pm 7:15 am Palo Alto Lab 8:00 am 2

Tuesday only: 9:00 am Palo Alto Lab 9:30 am 2

10:30 am Palo Alto Lab 11:00 am 2

11:30 am Palo Alto Lab 12:00 pm 2

12:30 pm Palo Alto Lab 1:00 pm 2

San Jose Lab

7:30 am – 4:30 pm 10:00 am Palo Alto Lab 11:00 am 3

Livermore Lab 8:00 am – 4:30 pm 10:45 am Palo Alto Lab 1:00 pm 1

Fremont Lab

7:00 am – 3:30 pm 12:00 pm Palo Alto Lab 1:00 pm 3

Monterey Lab 7:30 am – 4:00 pm 11:00 am Palo Alto Lab 1:00 pm 4

San Jose Lab

7:30 am – 4:30 pm 12:00 pm Palo Alto Lab 1:00 pm 3

Fremont Lab 7:00 am – 3:30 pm 3:00 pm Palo Alto Lab 5:45 pm 3

Livermore Lab

8:00 am – 6:30 pm 4:15 pm Palo Alto Lab 5:45 pm 14

Monterey Lab 7:30 am – 4:00 pm 4:00 pm Palo Alto Lab 6:00 pm 3

Capitola 8:00 am – 4:30 pm *as needed Palo Alto Lab 6:00 pm 1

San Jose Lab 7:30 am – 4:30 pm 5:00 pm Palo Alto Lab 6:00 pm 3

San Jose Lab Saturday 8:00a-11:30a 11:30a Palo Alto Lab 12:30p 2

*Capitola laboratory will call dispatch on days a pick up is required by 1:00 pm each day, pickup must occur by 4:00 pm.

Monterey lab is open until 4pm, the CLINIC is open until 5pm. After the lab closes at 4:00 pm the location of pickup will be in room C-130. This door is locked after lab staff leave, and courier will need to locate

Security guard to open lab door to pick up lab items. Monterey Security guard is on site till 6pm.

However, contact to lab must occur before lab closing time 4pm, so lab can alert security guard of late pickup, and to let courier in.

Current San Jose Lab is open until 4 pm, the CLINIC is open until 5pm. The location of evening picks up is back warehouse area. This door is locked by 6pm. Security is on site till 10pm, however, contact to lab must occur before lab closing time 4pm, so lab can alert security guard of late pickup, and to lock door after courier picks up. Future San Jose Clinic will be similar, updates to follow

Current: SATURDAY San Jose: Courier dispatch will be called by lab staff before 1030am, to indicate if there will be specimens to pick up or not. If pick up is required, courier will pick up at the East side of clinic back door by 1130am. By noon the clinic is closed/locked.

Schedule listed above is preferred, but with prior approval may be possible to combine with other services routes for better pricing.

Palo Alto Laboratory, Sang Gross, Laboratory Manager, Path & Lab Medicine (113), 650-493-

5000x66722, sang.gross@va.gov Call Mr. Gross for questions about Fremont laboratory.

Livermore Laboratory, Dominique H. Bertrand, 650-493-5000 x53-35270, Dominique.Bertrand@va.gov.

San Jose Laboratory, 408-363-3061, Janet Maynard janet.maynard@va.gov Call Mrs. Maynard for questions about Capitola Laboratory.

Monterey Laboratory 381-884-1149, Mitch Patel

Lab Specific Requirements:

1. Courier Service must assure that vehicles are large enough to accommodate up to fifteen (15) empty and full specimen coolers and have a means to keep them separate, upright and secure.

2. Pick up is directly from clinic laboratories and deliver to the Palo Alto Laboratory, 100-F4-130.

3. Specimens will be sent in specimen coolers or specimen transport boxes under room temperature, refrigerated or frozen conditions. Specimens will be prepared for mailto:Dominique.Bertrand@va.gov transport by the sending Laboratory staff. On occasion, specimen sealed boxes may contain dry ice and will be labeled as such.

4. The coolers must be in an ambient temperature area 70-72 degrees F. This is accomplished by transporting it in an air-conditioned environment

5. Temperature control is a must to keep in compliance with hospital requirements. We require a device or probe to monitor and document internal temperature of these containers while in control of the contractor. Specimens will be prepared and sealed by lab personnel but monitoring temperatures is needed to ensure they stay within limits when in route to destination. Below are the temperatures we aim to maintain while in route.

a Room Temperature: 18 - 24°C b Refrigerated: 2 - 8°C c Frozen: ≤20 °C d QFTS: 17 - 27°C

6. Most specimen transport containers will be provided by VAPAHCS Pathology &

Laboratory Medicine Service. The courier may be required to provide specimen transport containers under pre-arranged circumstances or for specified irregular pick up/deliveries.

7. Specimens must arrive in the testing Laboratory under the same conditions they were sent (room temperature, refrigerated or frozen). Transport vehicles must maintain these conditions. The condition of the Laboratory test specimens will be checked at time of delivery. A daily tracking log will be completed and submitted to

VA Palo Alto Laboratory at time of delivery.

8. Lab specimens must be transported in accordance with all Department of

Transportation and OSHA Codes of Federal Regulations (CFR) 29 and 49.

9. The contractor will review Laboratory accreditation requirements (provided by the

Laboratory Manager) once per year and train staff accordingly.

10. Laboratory hours may differ from clinic hours or specimen processing/handling hours

– due to staffing.

11. Training for handling and transport of Diagnostic or Infectious Laboratory specimens, including dry ice, must be performed by the contractor according to mandatory national requirements and submitted to the VAPAHCS Lab Manager. Training for

HIPAA and Personal Identifier Privacy/Security must be documented annually.

Copies of training records must be submitted to the Laboratory Manager.

ATTACHMENT B

Service: PHARMACY

Deliver: Prescriptions and Medications

Kelly Robertson, PharmD, Chief, Pharmacy Service (119), 650-493-5000x65172, Kelly.Robertson@va.gov

Pick up from Hours of Operation Pick up Time Deliver to At Average # of

Boxes/Package*

Palo Alto Monday - Friday 08:00 – 08:15AM Menlo Park 08:45 – 09:00AM 2

Livermore 11:00 – 11:15AM 2

Palo Alto Wednesday 09:00 – 09:15AM Monterey 10:45 – 11:00AM 8

San Jose 1:00 – 1:15PM 8

Menlo Park Tuesday & Friday 08:45 – 09:00AM Palo Alto 1:45 – 2:00PM

Livermore Monday – Friday 11:15 – 11:30AM 4

Fremont

(Front Desk) Monday – Friday 3:30 – 3:45PM Livermore 4:30 – 4:45PM 4

Monterey Monday – Friday 4:00 – 4:15PM Palo Alto 6:45 – 7:00PM

San Jose Monday – Friday 5:15 – 5:30PM 4

*Average # per delivery

Schedule listed above is preferred, but with prior approval may be possible to combine with other services routes for better pricing.

Pharmacy Specific Requirements: Would like the ability for Courier Service to print tracking labels on pick-ups.

ATTACHMENT C

Service: SPS Service

Deliver: Instrument transportation

Mark Vandermeer, Materials Handler, SPS Service, 650-493-5000 x64102, Mark.Vandermeer@va.gov

Pick up from Hours of Operation Pick up Time Deliver to At Average # of

Boxes/Package*

Livermore Monday – Friday 5:00PM – 5:30PM

Palo Alto 11:00 – 11:15AM

*Average # per delivery

Schedule listed above is preferred, but with prior approval may be possible to combine with other services routes for better pricing.

SPS Service Specific Requirements: This will be transport of dirty instruments and dirty or sterile equipment totes from the outlying VAPAHCS clinics. SPS areas in Livermore Building 62

6th floor Room 613A, Monterey lab area, and San Jose warehouse area, to the main SPS area in

Palo Alto (SPS Decon, Building 100, Basement, Room EB-320). Pick up once per day Monday thru Friday excluding holidays.