P09 - PWS - FINAL.docx

Performance Work Statement Special Needs Grounds Transportation VA Palo Alto Health Care System Section 1: General Information

1.1 General: This is a non-personnel services contract to provide special needs ground transportation services for the VA Palo Alto Health Care System (VAPAHCS). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.2 Hours of Operation: Work shall be provided as requested 365 days a year, 24 hours a day, regardless of distance. For long distance trips the Contractor may require 24 hours’ notice.

1.3 Period of Performance: Base plus 4 option years. See Schedule for specific dates.

1.4 Place of Performance: Work will require transportation to / from three major medical centers and seven Community Based Outpatient Clinics (CBOC). Transportation will also be needed to and from Veterans’ residences, community nursing home/health care facilities, shelters, board & care homes, airports, train/bus stations, The following facilities are covered under this PWS; however, their physical addresses may change during the life of the contract, and this list may expand in conjunction with the Mission Act. The areas listed below are considered the Catchment Area.

Medical Centers Palo Alto Veterans Affairs Medical Center (VAMC)

3801 Miranda Ave.

Palo Alto, CA 9430 Livermore VAMC

4951 Arroyo Rd.

Livermore, CA 94550 Menlo Park VAMC

795 Willow Rd.

Menlo Park, CA 94025

Community Based Outpatient Clinic Capitola CBOC 1350 41st Ave., Ste 102 Capitola, CA 95010 Fremont CBOC 39199 Liberty Street Fremont, CA 94538 Monterey CBOC 201 Ninth Street Marina, CA 93933

San Jose CBOC 5855 Silver Creek Valley Place San Jose CA 95138 Sonora CBOC 13663 Mono Way Sonora, CA 95370 Stockton CBOC 7777 South Freedom Rd.

French Camp, CA 95231

Modesto CBOC 1225 Oakdale Rd.

Modesto CA 95355

1.5 Type of Contract: The government will award a Firm Fixed Price Indefinite Delivery Indefinite Quantity contract. The government anticipates multiple IDIQ awards as a result of the solicitation.

1.6 Invoicing: All invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

VA’s Electronic Invoice Presentment and Payment System – The FSC uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website: http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge.

More information on the VA Financial Services Center is available at http://www.fsc.va.gov/einvoice.asp.

Vendor e-Invoice Set-Up Information:

Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have question about the e-invoicing program or Tungsten, please contact the FSC at the phone number or email address listed below:

· Tungsten e-Invoice Setup Information: 1-877-489-6135

· Tungsten e-Invoice email: VA.Registration@Tungsten-Network.com

· FSC e-Invoice Contact Information: 1-877-353-9791

· FSC e-invoice email: vafsccshd@va.gov

1.7 Ordering:

a. Any services to be furnished under this contract shall be ordered by issuance of task orders. Warranted contracting officers within the Network Contracting Office (NCO) 21 are authorized to place orders against this contract. Such orders may be issued from contract award through a maximum of five years if all optional ordering periods are exercised (base ordering period of 1 year plus four optional 1-year ordering periods).

b. All task orders are subject to the terms and conditions of this contract. In the event of a conflict between a task order and this contract, the contract shall control.

c. The Contracting Officer may choose to award long-term task orders based on price only. This would likely result in one awardee receiving all of the transportation services (primary service provider) for the duration of the task order(s) and any other awardees only receiving work if the low-priced awardee cannot perform or is no longer eligible for task orders (secondary providers). Any requests for task order quotes will not be an opportunity to change or lower pricing established under the contract. A change in price can only be established via a bilateral modification to the basic contract. No price changes will be allowable at the task order level.

1.8 Task Order Issuance Procedures: The Government intends to award multiple awards from the solicitation; therefore, the following task order award procedures will apply to all task orders awarded under the resultant contracts.

a. The Contracting Officer will issue a Request for Quote for each task order greater than the Simplified Acquisition Threshold (SAT), currently $250,000.00. If the magnitude of the order is within the Ordering Limitations in FAR 52.216-19, the Contractor shall submit a quote. If the magnitude of the order is outside of this range, then the Contractor may refuse to submit a quote by notifying the Contracting Officer in writing, stating the reasons for the refusal. Should a Contractor not submit a quote and does not have sound reasoning for the refusal, the Government may elect not to exercise the Contractor's next option period. Should the Government not receive any quotes, the Government may issue an order unilaterally under the terms of the contract, to the Contractor it deems most capable of completing the work or solicit the requirement under other contracts or on the open market.

b. If the order does not exceed the Simplified Acquisition Threshold (SAT), the contracting officer need not contact each of the multiple awardees under the contract before selecting an order awardee. The contracting officer has the discretion to review available information when selecting an awardee for an order under the SAT and this shall constitute fair opportunity. For example, the contracting officer may review standing pricelists and issue an award of a task order without issuing an RFQ.

c. The quote shall be submitted within the timeframe established in the RFQ. Late quotes will be subject to FAR 52.215-1 Instructions to Offerors - Competitive Acquisitions.

d. The Contracting Officer may accept a quote without any discussions or may negotiate with all Contractors determined to be within the competitive range. Upon acceptance of the quote or completion of negotiations, the Contracting Officer will issue the task order as a firm fixed price task order.

e. Selection Criteria - The task order award criteria will be specified in each Request for Quote issued for task order award or as specified by the Contracting Officer. Price will always be a factor. Task order awards may be based on price alone or may be awarded based on evaluation factors indicated in the RFQ. Failure to complete the work diligently on a currently awarded Task Order may be considered by the Contracting Officer when evaluating award for future Task Orders.

f. Whenever possible, award will be made without discussions. If discussions are required, each contractor will be requested to provide a final quote revision, unless eliminated from discussions through the establishment of a competitive range.

g. If the Contractor believes it was not fairly considered for a particular task order, the Contractor may present the matter to the Contracting Officer. The Contractor may appeal the explanation or Contracting Officer's decision to the corresponding Ombudsman for the agency, or region. The Ombudsman will review the Contractor's complaint, and in coordination with the Contracting Officer, ensure that the Contractor was afforded a fair opportunity to be considered a Task Order.

1.9 Ombudsman: The task order contract and delivery order ombudsman for VA is the Associate Deputy Assistant Secretary for Acquisitions per VAAR 816.505 --Ordering and as described in FAR 16.505 (b)(6). Interested parties may obtain the name, telephone number, facsimile number, and e-mail address of the current Associate Deputy Assistant Secretary for Acquisitions by contacting: The Office of Acquisitions (049A), VA Central Office, 810 Vermont Ave., NW., Washington, DC 20420.

Section 2: Definitions & Acronyms

2.1 Definitions:

Administrative Officer of the Day (AOD) - VA official that works in the admission/ Emergency Department area during evenings and nights and monitors hospital activities during other than normal working hours. This person authorized transports.

Ambulatory Patient – A non-emergency VA beneficiary who does not require the use of a handicap ambulance, wheelchair, or Gurney van, who can utilize normal forms of transportation such as taxi or hired car but have been determined as needing transportation assistance for medical reasons. A VA clinician determines if the patient requires special mode transportation based on a medical impairment or special need (to include but not limited to mental health deficiency.

Attendant/Escort – A medical attendant may be required to assist with transportation, when deemed necessary by a VA physician. An escort is a non-medical attendant which can be a caregiver, family member, medical technician or VA employee that may accompany the patient in addition to the driver.

Base Rate. The rate paid for one-way transportation from a designated pick up point to a designated delivery point. This rate will be paid for all authorized one-way trips ordered under this contract action during all phases of the trip made on behalf of the Government. The Base Rate shall constitute full compensation for one-way trips which do not exceed 40 miles for each identified Medical facility. All trips start at point where Veteran is picked-up. See Price Schedule for more.

Beneficiary. Veteran determined to be eligible for benefits by the VA Beneficiary Travel Department – Department within the VA that oversees the Beneficiary Travel Program and its entitlements. This includes transportation such as the SMT services.

Beneficiary Travel (BT) Department Personnel – An individual designated by the Contracting Officer for the medical facility, who is authorized to commit and obligate the government through the life of the contract, with consent from the Contracting Officer.

Beneficiary Travel Department Supervisor - Individual who manages the employees working within the Beneficiary Travel Department.

Catchment Area – defined as all areas located within the list of the locations shown above.

Contracting Officer. VA official with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

Contracting Officer’s Representative (COR). VA official responsible for providing contract oversight and technical guidance to the Contracting Officer. Some of the COR’s responsibilities include certification of invoices, placing orders for service, providing technical guidance, overseeing technical aspects of the contract, and is a member of the vehicle inspection team. Contract administrative functions remain with the Contracting Officer.

Contractor. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

Discharge Services. Trips requiring transport upon beneficiary discharge from facility. These are also referred to as "add-on", based on the time frame of request. Travel coordinator will advise the Contractor as to any travel and/or time restrictions.

Dry Run. A dry run is a request for service by authorized Medial Center personnel, whereby the Contractor arrives at the designated pick-up point and no patient is transported due to a change in the Medical Center's needs and verified by VA staff. The Contractor will be entitled to the applicable base rate only when dry runs are encountered due to no fault or negligence of the Contractor.

Durable Medical Equipment (DME) - Medical equipment that is ordered by a doctor for use in the home, such as walkers and wheelchairs.

Gurney Patient – A non-emergency patient whose severe mobility impairment requires him or her to remain in a lying position, unable to sit in an upright position for prolonged periods of time. A VA clinician determines the patient’s need for Gurney transport.

Joint Commission (JC) (Formerly Joint Commission on Accreditation of Healthcare Organizations) – A national organization dedicated to improving the care, safety and treatment of patients in a health care facility and environment.

Mileage Rate. The rate for each mile traveled beyond 40 miles during a single one-way trip. In no event shall the Contractor receive this rate for miles traveled within the specified mileage threshold.

No Patient Charge. Fee allowed to Contractor for scheduled pick-ups, which due to circumstances are beyond the contractor's control (i.e. patient refuses pick-up, patient not home, patient not medically/mentally suitable for transport, etc.). The Contractor shall not assess this charge on scheduled pick-ups that are cancelled in advance by the VA and/or the patient cancels due to being unable to arrive for scheduled appointment in time.

Routine Services – Trips scheduled in advance by the VA, typically one day prior to travel. Beneficiary, caregiver, or significant others cannot contact the Contractor directly to schedule routine trips.

Stair Assist. Two qualified persons to assist a patient down stairs on a wheelchair or gurney. Maximum of 25 stairs.

Subcontractor. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

Wait Time – Is the time a vehicle is waiting at a medical provider’s facility, to which the transportation provider transported the beneficiary to transport the beneficiary to another destination, during the same trip.

Wheelchair Patient- A non-emergency VA beneficiary confined to a wheelchair, using a wheelchair for mobility or with mobility impairments, whose handicap prevents use of normal modes of transportation such as car, van or taxi. A VA clinician determines the patient needs wheelchair transport.

2.2 Acronyms:

Section 3: Government Furnished Property, Equipment, and Services None Section 4: Contractor Furnished Items and Services The Contractor shall provide all equipment, supplies, management, supervision, and personnel necessary to assure that all services are in accordance with the contract and all applicable laws and regulations. The contractor shall ensure all work meets performance standards specified in this Performance Work Statement (PWS).

Section 5: Specific Tasks

5.1 General

A. The Contractor shall provide special needs ground transportation services for beneficiaries of the Department of Veterans Affairs facilities listed in section 1.4.

B. Toll-Free Number: The Contractor shall provide a toll free number for accepting calls from the Veterans Affairs (VA). It is estimated that 90% of all requests for services will be placed by telephone. Requests for service may also be in writing or oral from an authorized representative of the VA, and may be completed by telephone, facsimile, mail, e-mail, or in person.

C. Electronic Transmissions: The Contractor shall propose an electronic media, (e.g. facsimile, e-mail), available at all times during the contractor period to communicate requirements such as patient incidents, 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.

D. Contractor Personnel Roster: A personnel roster must be provided within seven days after the award of the contract. The contractor must provide the following employee information:

1) Name

2) Position Title

3) Work Assignments Area Any personnel changes must be submitted with two business days after the changes occur.

5.2 Scheduling

A. Beneficiary Trip Scheduling. Beneficiaries will directly contact the Contractor with a minimum of 24 hours advance notice to schedule their transportation. At the time of a trip request, the Contractor shall verify the beneficiary’s authorization, negotiate pickup time and place, and provide the caller with a reference number for reference in billing, or resolution of any questions. The form and method of communication VA authorization and eligibility status from VA to the Contractor shall be determined after direct discussion between the parties.

B. Routine Services. Trips scheduled two or more business days prior to travel Beneficiary, caregiver, or significant others can contact the contractor directly to schedule routine trips. Request for services with less than two business days’ notice to the Contractor shall be made by a member of VA staff.

C. Scheduled Trip. Refers to those trips in which the Contractor has been given advance notice (notice given by 4:30 p.m. the prior business day) of required services and a specific pick-up time. For return trips from scheduled outpatient visits, clients should not have to wait more than 30 minutes for pick up, no matter where the patient resides.

D. Short Scheduled Trip. Refers to rips that have been scheduled in advanced, repeated trips e.g. dialysis.

E. Unscheduled Trip. Refers to those trips required on an as needed basis and advance notice is not given. The following listed response times will be considered acceptable for “Unscheduled Trips” from the listed VA Palo Alto Health Care System facilities:

NOTE: Response time is defined as the time from the trip order to the pickup time. Response time will be calculated from the Contractor’s receipt of the telephonic/fax request for service. The Contractor is responsible for finding any replacement vehicles as necessary. Payment will be made in accordance with the applicable CLIN pricing.

F. Urgent Services. Unscheduled services requiring immediate action, which will be requested by VA staff. Emergent cases will be telephoned to the Contractor and followed up with form VAF-10-7078 which will be faxed to the Contractor.

G. Waiting. The time required and verified by authorized medical facility personnel, for the Contractor to wait at designated pick-up and/or delivery points in performing contract services.

H. Waiting Grace Period. The waiting grace period is fifteen minutes prior to time waiting charges commence. The base rate for transportation services shall include a fifteen-minute waiting grace period at origin and destination. (2) fifteen-minutes waiting grace periods per trip.

5.3 Requests for Services

A. Prior to performance, the COR shall provide the Contractor with a list of names or position titles and phone numbers of authorized Government personnel who may request services and receive calls from Contractor regarding contract performance. This list will be updated and submitted to the Contractor as changes occur.

B. The Contractor shall ensure that requests for services are received from authorized medical center personnel or from clients pre-approved by authorized VA staff. Services rendered in response to requests from other than authorized personnel shall be at the risk of the Contractor and any cost related thereto shall be borne by the Contractor.

C. The Contractor shall normally transport only one beneficiary per trip when authorized by VA personnel. When more than one beneficiary is transported reimbursement for the second patient mileage will not be charged, however, mileage will only be paid for the longest distance over which a patient is transported.

D. The Contractor shall account for services through the use of a “trip ticket”. The trip ticket shall indicate the date and time of service call, name of beneficiary requiring services, type of transportation requested, designated pick-up and delivery points, actual time of arrival at pick-up and delivery points and actual waiting time at pick-up and delivery points, if waiting charges are claimed. Copies of trip tickets are to be provided monthly, along with the monthly invoices sent for payment. Fast-Trak and or bridge receipts should also be provided on a monthly basis.

E. All patient transportation requests shall be placed against schedule, and shall be verified against invoices and trip ticket. When ordering services, the VA medical facility will provide the following information:

1) Mode of transportation required;

2) Required date and time of arrival;

3) Name of beneficiary;

4) Pick-up and delivery point;

5) Type of equipment required;

6) Last four of the patient's Social Security Number;

7) And any other special instructions;

F. The Contractor shall notify VA staff of any address changes from clients existing address of record prior to providing service.

G. For return trips from scheduled outpatient visits, the Contractor shall ensure Veterans and other beneficiaries do not wait more than one hour after notification for unscheduled return trips and 30 minutes for scheduled return trips, no matter where patient lives.

H. Patients may be transported to or from any designated location within the defined Catchment Area, encompassing the state of California, to include county to county transports and within the county. All transports shall be between VA facilities or between the VA facility and a facility that provides care under VA auspices (i.e. Contract Nursing Home, Care in the Community Outpatient Clinics,) and/or between the home of the beneficiary receiving travel services and the VA facility.

The VA staff shall specify the points of origin and the destination of every trip. When transporting a patient leaving the hospital, the Contractor shall be required, if necessary, to transport a maximum of three (3) items (boxes or luggage) of the patient’s personal effects at no additional cost to the VA. Patients may bring a reasonable amount of equipment, such as folding wheelchair, consumable medical supplies and a personal suitcase. When transporting patients to or from Medical facilities, the driver, acting for the Contractor, shall ensure that the patient's luggage, medical records, medications and prosthetic devices are properly accounted for and delivered with the patient, as required. When transporting patients to a VA or Community nursing home and/or Assisted Living Facility, upon arrival at the nursing home the driver shall give the VA Nursing Home Packet that accompanies the patient to the responsible nursing home staff member. If there are any discrepancies between the address listed on the Nursing Home Packet and the address listed in the trip request, the driver shall clarify the correct destination address with the Beneficiary Travel Department or the Administrator of the Day (AOD).

The contractor shall provide and respond to all special mode transportation calls in accordance with all Federal, State, and Local regulations governing dispatch of special mode/handicap transportation vehicles and medical care of on-board patients, to include measures to ensure timely arrival at the designated healthcare facility.

5.4 Contractor Personnel Requirements

A. The Contractor’s conduct shall be in business-like manner at all times while on VA premises. The Contractor shall furnish an identifying badge with name, function, and a photograph of the employee. The Contractor personnel shall wear an appropriate and professional uniform. The Contractor shall meet the qualifications as specified in the contract, as well as any qualifications required by Federal, State, County and local government entities from the place in which they operate.

B. Within seven days after receipt of award notification, the Contractor shall provide evidence of required training, certifications, licensing and any other qualifications of any personnel performing services under this contract. The initial documentation shall be provided to the Contracting Officer.

C. 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 Representative (COR). 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.

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

E. 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, be capable of administering oxygen and have successfully completed the Standard and Advanced First Aid Course of the American Red Cross and Basic Life Support Cardiopulmonary Resuscitation (CPR) training or equivalent and be capable of providing necessary assistance.

F. Drivers shall have the following before they provide any services related to this contract:

1) Health examinations including annual Tuberculosis (TB) skin test result;

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

3) 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.

4) A negative Purified Protein Derivative (PPD) within the last six months, or if a known reactor, a negative chest X-ray within the past year.

5) 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).

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

7) Have received an annual flu vaccination prior to employment start date. Drivers may be exempt if they have a deeply held religious belief that would prevent them from receiving the flu vaccine or have a contraindication for flu vaccine as defined by CDC. The reasons for contraindication must be a recognized contraindications and precautions by the CDC Control and Prevention, found here: https://www.cdc.gov/flu/prevent/whoshouldvax.htm. This must have been discussed and acknowledged by a personal physician. All exempt drivers must wear a face mask according to requirements and guidelines within VHA Directive 1192.01, Seasonal Influenza Vaccination Program for VHA Healthcare Personnel.

5.5 Contractor Equipment, Vehicles and Inspection

A. The VA reserves the right to inspect contractor's equipment and vehicles or require documentation of compliance with contract specifications, State laws, rules, regulations and guidelines governing transportation vehicles. VA inspections of contractor equipment will not constitute a warranty that the contractor's vehicles and equipment are properly maintained.

B. The VA reserves the right to restrict the Contractor's use of equipment and vehicles that are not in compliance with contract requirements. The restriction of such equipment and vehicles 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.

C. Vehicles shall meet all current applicable Federal, State and local specifications and regulations including, but not limited to, licensing, registration, and safety standards.

D. Vehicles shall be clean and maintained in good repair in accordance with manufacturer's instructions and specifications, at all times during the performance of this contract.

E. The contractor shall not be permitted to borrow medical equipment from the Medical facilities. Contractor shall at no time and under any circumstances exchange equipment with VA. At no time will the Contractor leave vehicles on VA premises unless a pick-up or delivery is in process.

F. Contractor is responsible for supplying all needed appropriately sized wheelchairs, including leg extensions (as needed) unless wheelchairs are provided by Medical Facility or patient.

G. Contractor is responsible for a system that provides drivers with directions/guidance in all vans.

H. Prior to vehicle departure, the driver shall inspect the vehicle for mechanical and electrical problems and test the emergency exits (if applicable).

5.6 Contractor Vehicles

Vehicles shall contain at a minimum, the following:

A. Loading platform shall be integral to the vehicle and made of a least thirteen gauge steel. Platforms shall have raised edges, be counter balanced, self-adjusting to curbs and sidewalks, and self-storing. When not in use platform shall be securely stored so as not to block the vision if the driver or inconvenience the patient.

B. Side and rear loading doors shall be operational from both inside and outside vehicle.

C. Vehicles shall have clamp cleats or belts to firmly anchor wheelchair/scooters and prevent movement in any direction.

D. Steps shall be treated with non-skid material.

E. Vehicles shall have safety belts for all occupants.

F. Vehicles shall have working heating, air conditioning, and adjustable temperature controls.

G. Vehicles shall contain four emergency flares and warning lights, and one 5 pound ABC rated fire extinguished with fire extinguisher tag showing record of inspections.

H. Vehicle shall contain a First Aid Kit and Band-Aids, gauze, elastic bandages, sterile gauze pads, triangular bandages, cleansing wipes, tape, scissors, eye pads, and ammonia inhalants. All items shall be packed in sterile containers.

I. Vehicles shall have two blankets.

J. Vehicles shall have on board supplies to provide infections control precaution procedures.

K. A two-way radio that must be fully operational at all times during contract performance. Using maps and or directional type devices shall be used. The vehicle's communications system shall also include a cellular phone for use when radio communications are degraded, such as dead zones, different frequencies, etc.

L. The Contractor shall provide all medications required while in transport, sheets and blankets and other equipment and supplies required for use while in transport, for direct patient care.

M. The Contractor shall be required to transport non-ambulatory veterans on gurneys and litters who are not in need of emergency transportation or medical attention, but who needs to be in the recumbent position.

N. The Contractor shall be required to provide wheelchairs, with leg braces (as needed) on all vehicles. Vans shall be equipped with a wheelchair at all times.

O. Each Gurney vehicle shall be equipped with the following:

1. A crash table side or center mounting style litter fastener of the quick release type.

2. At least two (2) strap-type restraining devices per Gurney, cot and litter to prevent longitudinal and transverse dislodgment of the patient during transit.

3. Air conditioning and heating system.

4. An inside rear-vision mirror which shall enable the driver to view the entire passenger compartment, at the level at which the passengers ride, in addition to the rear vision mirrors.

5. Floor covering material that can be easily maintained in a safe, sanitary, and odor free manner that shall extend the full length and width of the patient compartment.

6. A fully operational fire extinguisher, in an easily accessible location as a minimum.

7. A minimum of 5 feet in height, measured from the finished floor to the finished ceiling, for the patient compartment.

8. Operable two-way radio communications capability with the services base station.

5.7 Contractor Performance

A. In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA Travel Section 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 in accordance with FAR clause 52.212-4(m).

B. If the VA determines immediate transportation is essential to prevent loss of life or serious bodily harm, transportation services may be procured without referral to the Contractor. In this rare situation, no charge shall be levied against the Contractor.

5.8 Escort

A. The VA reserves the right to have an escort, such as a relative, or care provided of beneficiary or VA staff accompany beneficiary when the VA determines that such an escort is in the best interest of the beneficiary.

B. The VA will also be the sole judge in determining when an escort is required. There shall be no additional charge to the VA when escorts are authorized to travel with beneficiary. The Contractor shall only be required to transport escort with patient and shall not be required to return the escort back to point of origin, unless requested by authorized VA staff.

5.9 Substitution of Beneficiary

A. The VA reserves the right to substitute the beneficiary requiring services at any time during the performance of this contract, to prevent delays, cancellations, or dry runs. There shall be no additional charge to the VA when such changes occur.

5.10 Tolls

A. Transportation toll services will not be billed separately. Tolls need to be included in price proposal.

5.11 Dry Runs

A. The Contractor shall be entitled to the applicable base rate only when dry runs are encountered due to no fault or negligence of the Contractor, order of services must have been requested by authorized Medical Center personnel.

B. In the event that the VA makes a determination that a previously scheduled trip may be cancelled, and a vehicle has already been dispatched to the designated pick-up point, the VA will notify the Contractor to cancel the order. For orders that are cancelled while the Contractor is already more than half way in route before being notified in route to the designated pick-up, the Contractor shall be entitled to receive 50% of the base rate for the trip, as provided in price schedule. This charge shall not include any mileage charge.

C. This charge shall not be allowed if authorized VA personnel cancelled the trip within one hour of the scheduled pickup time.

D. Should the Contractor arrive at the destination before VA cancels the order, or if the Contractor is unable to perform a scheduled pick-up for reasons beyond the Contractor's control, e.g., incorrect address, or patient absence, or patient refusal, then the Contractor shall receive 100% of base rate for a one-way trip as provided in the schedule, and applicable mileage if outside contract Mileage Threshold areas of coverage.

E. The Contractor shall report all dry runs at time of occurrence and verify with VA staff before driver is allowed to depart location.

F. The Contractor shall not charge dry run for trips if driver arrives too late to allow patients to keep scheduled clinic appointment.

5.12 Rates

A. The mileage threshold is defined as having its center point at the main VA facilities.

B. The web-based application at www.bing.com/maps, using the shortest time driving option, shall determine trip mileage. For all one-way trips ordered under this contract, the Contractor shall receive Special Mode Transportation base rate quoted. The Special Mode Transportation rate, as defined in section B.2 Price/Cost Schedule, shall constitute full compensation for one-way trips as defined herein. The same rates shall apply 24 hours per day. Payment for mileage traveled shall be limited to “one way only”, the distance over which the patient is transported. Such mileage costs shall be paid in addition to the pick-up charge per trip for any trip.

5.13 WAIT TIMES/NO SHOWS

A. “Waiting time” is billable for trips approved by the COR or authorized personnel.

This will be approved prior to trip. If vendor invoiced wait time is not pre-approved, payment shall be denied. Waiting Time is different from Wait Time. Waiting Time requires pre-approval (see PWS section 5.2 G) and may be used if authorized to wait for a veteran between trips. For example, if a veteran is dropped off for an appointment and also requires a return trip home. The Waiting Time during a veteran’s appointment is only authorized if approved prior to the waiting time.

B. If the pickup is other than VAPAHCS locations, the contractor shall call the Beneficiary Travel Office, during normal working hours, or the AOD, after-hours, as soon as the contractor anticipates that a delay may develop for which he/she expects to claim reimbursement. This call is only for verifying his arrival at the pickup point and is not necessary if the contractor anticipates no delay for the claimed pick-up point and is not necessary if the contractor anticipated no delay for which he/she shall claim reimbursement.

C. If the VA decides that a previously scheduled trip may be cancelled, and a vehicle has already been dispatched to the designated pick-up point, the VA may notify the Contractor to cancel the trip. For orders that are cancelled while the Contractor is already in route before being notified, the Contractor shall be entitled to receive reimbursement in price schedule.

D. This charge shall not be allowed if authorized VA personnel cancelled the trip (2) hours prior to the scheduled pickup time.

E. If the Contractor arrives at the destination before the VA cancels the order, or if the Contractor is unable to perform a scheduled pick-up for reasons beyond the Contractor control, e.g., patient absence, or patient refusal, the Contractor shall receive 100% of the pick-up charge for a one-way trip, as provided in the schedule. Contractor shall not be entitled to mileage reimbursement.

F. In the event of a patient no show, the Contractor shall immediately call the Beneficiary Travel Office and notify there has been a no show. The Beneficiary Travel Office shall attempt to contact the Veteran and verify the Contractor has arrived at the correct address and shall authorize any wait times if Beneficiary Travel deems it necessary.

5.14 Patient Rights

A. The Contractor shall be courteous to VA beneficiaries and shall not smoke while transporting patients. Patients may bring a reasonable amount of equipment, such as folding wheelchair, consumable medical supplies and personal suitcase. When transporting patients to or from Medical facilities, the driver shall ensure that the patient's luggage, medical records, medications, and prosthetic devices are properly accounted for and delivered with the patient as required.

B. The Contractor shall immediately notify the VA of any incidents involving injury to VA patients during transport. In the event of an incident, the Contractor shall promptly complete and submit to the Contracting Officer, an Incident Report with all information felt to be necessary for any full review.

C. The Contractor shall notify the COR and Contracting Officer, in writing within 24 hours, of any complaints made by the patients with regards to transportation services. 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.

D. The Contractor shall assist the beneficiary from the departure point to the vehicle and to their destination point. Upon delivery of a psychiatric patient to the patient ward, the Contractor shall obtain from the responsible staff for the beneficiary a signed receipt. The receipt shall be retained by the Contractor. If the beneficiary is to be picked up for a return trip, a trip number shall be left with the staff member identifying the beneficiary's trip number to be used when calling for pickup.

5.15 Safety Requirements

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

B. The COR, or designated representative, will notify the Contractor of any safety non-compliance and the action to be taken. There have been previous incidents relating to the pick-up of Veterans’ where there is uneven terrain. Regarding pick-ups where there is uneven terrain and other possible physical barriers, the Contractor shall be responsible, and will take all of the appropriate safety measures, so as to ensure the safe pick-up and transport of the Veteran.

C. 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 (CO) may issue an order, stopping all or any part of the work.

5.16 Interference with Normal Functions

A. The Contractor shall 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.

5.17 Contractor's Quality Control Program (QCP)

A. The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. An electronic copy of the QCP will be submitted in the offeror’s proposal. The QCP will be reviewed and if there are any needed clarifications, the QCP will be returned to Contractor for response. 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 shall specify the areas to be inspected on either a scheduled or unscheduled basis; 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) The methods for identifying and preventing deficiencies in the quality of service performed, before the level of performance becomes unacceptable; organizational functions noting intermediate supervisory responsibilities; and the overall management responsibilities for ensuring total acceptable performance.

4) On-site records of all vehicle maintenance and repairs performed, on vehicles used in the performance of this contract. The methods of identifying and preventing vehicle breakdowns, and detailed procedure for alternative transportation of patients in the event of mechanical breakdown of vehicle shall be incorporated.

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

B. The methods of identifying and preventing radio communication breakdowns. A detailed procedure for alternative communications in the event of electronic and mechanical breakdown of vehicle two-way radios shall be provided in the QCP.

C. 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.

D. The Contractor shall document each transport with an appropriate document that specifies the date, patient full name, time of pick-up, destination, time of drop-off, address, map quest and any other notes regarding issues to the specific transport. This shall be known as the Authority and Invoice for Travel by Ambulance or Another Hired Vehicle, “2511.”

The Contractor shall include a summary of the trip ticket with all invoices and provide the trip documentation form upon request by the VA. These forms shall serve as documentation of the transport and shall be a source document for reconciliation of the Contractor’s request for payment. Special documentation of any abnormal circumstances shall be documented in writing and the Contractor shall immediately notify the Contracting Officer Representative, Travel Section Supervisor or any designated personnel for direction and instruction on the handling of the situation. It is the responsibility of the Contractor to have all appropriate phone numbers available during the transport if VA must be contacted.

E. CONFIDENTIALITY AND NONDISCLOSURE

It is agreed that the preliminary and final deliverables, and all associated working papers, application source code, and other material deemed relevant by VA which have been generated by the contractor in the performance of this task order are the exclusive property of the U.S. Government and shall be submitted to the CO. 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 task order. No information shall be released by the contractor. Any request for information relating to this task order, presented to the contractor, shall be submitted to the CO for response. 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. Contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

F. CONFIDENTIALITY

The Contractor’s personnel shall agree to comply with the Privacy Act of 1974 (the Act) and other applicable federal laws, rules, regulations and policies issued under the Act during and after the execution of this contract. Because confidential medical record information may be accessible and/or visible to Contractor employee during performance of their duties, the Contractor shall obtain a signed “confidentiality certificate” from each employee prior to allowing them to start work under this contract. Any information about an individual that is maintained by the VA, including, but not limited to, education, financial transactions, medical history, and criminal or employment history or any record that contains the person’s name, or the identifying number, symbol, or other identifying assigned to the individual, shall be kept CONFIDENTIAL. A copy of this certification shall be provided to the COR upon request

Section 6: JCAHO Standards

a) The Contractor shall perform required services in accordance with the standards of the Joint Commission on the Accreditation of Healthcare Organization (JCAHO) and the established principles and ethics of the medical profession established by the American Medical Association (AMA) and American College of Emergency Physicians (ACEP).

The Contractor shall adhere to the Department of Veteran Affairs policies, procedures, and a regulation that governs the Beneficiary Travel Program is Title 38 Code of Federal Regulations (CFR) Section 70.

b) The Contractor shall comply with the provisions of the Privacy Act of 1974.

c) Portability and Accountability Act (HIPAA) of 1996 and VA Directive and Handbook 0710. The Contractor shall not maintain and/or share sensitive or patient identifiable information in any form or for any purpose, other than what is needed to perform its obligation under the established business associate agreement (BAA). By entering this contract, the Contractor certifies they comply with HIPAA as it pertains to general patient information, HIV, drug and alcohol abuse, and sickle cell anemia.

d) The contractor shall, always during the contract period, have on his/her premises a functioning fax machine, email and telephone to communicate requirements with the VA (i.e., patient incidents, requests for service, special correspondence, etc.

e) The Contractor shall provide a minimum of a toll-free telephone and/or a locally dialed telephone number for accepting VA calls. It is estimated that 100.00% of all requests for Beneficiary/Patient Transportation Services shall be placed initially by -followed by a written request via secure Facsimile. Requests for service may also be in writing or oral from an authorized representative of the VA, and may be completed by telephone, facsimile.

f) The contractor shall install and provide a toll-free number, for accepting the VAPAHCS calls.

g) The contractor shall, always during the contract period, have on his/her premises a functioning telephone to communicate requirements with the VA (i.e., patient…