P01 Revised PWS SF Valet Parking.pdf

B.3 PERFORMANCE WORK STATEMENT (PWS)

VALET PARKING SERVICES

1. VALET SERVICES: The Department of Veterans Affairs Medical Center (VA), San Francisco, has a requirement for valet parking services to alleviate parking problems.

Based on current operations, it is estimated that the Contractor will be required to park and/or provide assistance in parking of approximately 500-700 cars per day. It is understood that the number of vehicles indicated herein are estimated quantities and may fluctuate during the contract period. Contractor shall provide sufficient number of staff in order to meet the needs of the VA and the Contract shall be base year with four one-year option periods.

1.1 SCOPE OF WORK PARKING GARAGE 212: Valet parking services shall include but is not limited to providing shuttle services, issuing claim tickets, securing keys, providing traffic cones and other supplies and professional materials incidental to the management and performance of valet parking services.

Contractor shall be responsible for parking, delivering, and directing vehicles to and from the valet greeting area parking garage 212 (approximately 150 spaces) on Veteran’s Drive. It is estimated that the contractor will be required to park and/or provide assistance in parking of approximately 250-350 cars per day in parking garage 212. The valet greeting area may be relocated to Building 200 upon notification from the Contracting Officer.

Contractor shall provide sufficient number of staff to meet the needs of the VA and the Performance Standards noted in Paragraph 4. All services shall be performed in accordance with industry standards and all terms, conditions, schedules, provisions, and requirements of this solicitation and any resultant contract.

1.2 SCOPE OF WORK PARKING GARAGE 209: Valet parking services shall include but is not limited to providing shuttle services, issuing claim tickets, securing keys, providing traffic cones and other supplies and professional materials incidental to the management and performance of valet parking services.

Contractor shall be responsible for parking, delivering, and directing vehicles to and from the valet greeting area located at Parking Garage Building 209, an employee lot, which has 435 spaces on 5 floors (Ground, 1, 2, 3, 4). It is estimated that the contractor will be required to make 170 additional spaces available on the top 4 floors of the garage during weekdays (not including federal holidays). It is estimated that the contractor will be required to park and/or provide assistance in parking of approximately 250-350 cars per day in parking garage 209. It is understood that the number of vehicles indicated herein are estimated quantities and may fluctuate during the contract period.

Contractor shall provide sufficient number of staff to meet the needs of the VA and the Performance Standards noted in Paragraph 4. All services shall be performed in accordance with industry standards and all terms, conditions, schedules, provisions, and requirements of this solicitation and any resultant contract.

1.3 The contractor shall provide 20 additional Americans with Disabilities Act (ADA) spaces in each garage and provide special drop off and shuttles from the parking garage to Building 200 and Building 203.

1.4 The Contractor will be notified by the COR in advance of any special events that might affect valet parking operations. If the services will be extended beyond the use by VA staff, the Contractor will be notified in writing, at least two (2) weeks prior to this change by the Contracting Officer and the contract will be modified accordingly.

1.5 If the services will be extended beyond the use by VA patients and patient visitors, the Contractor will be notified in writing, at least two (2) weeks prior to this change by the Contracting Officer and contract will be modified accordingly. Services shall commence in accordance with the timeframes established in Section B, Pricing and will continue without interruption for one year plus potentially a four-year Option Renewal Period. All services shall be performed accordance with industry standards, all terms, conditions, schedules, provisions, and requirements of this solicitation and any resultant contract.

2. DEFINITIONS:

2.1 Valet Parking - Refers to all services performed by the Contractor under this agreement.

2.2 Contractor- Refers to the valet parking service provider and service provider’s employees.

2.3 CO - Contracting Officer

2.4 COR - Contracting Officer's Representative – Limited authority

2.5 Patient Identification – State or Federal issued ID.

2.6 VA - Department of Veterans Affairs Medical Center in San Francisco, 4150 Clement St., San Francisco, CA 94101

2.7 FAR – Federal Acquisition Regulations

2.8 JCAHO – Joint Commission on Accreditation of Healthcare Organizations

3. CONTRACTOR’S REQUIREMENTS:

3.1 Contractor shall furnish all labor, supplies, signage, other necessary equipment, and on-site supervision required to provide valet parking for all VA patients and patient visitors. All such supplies shall be approved by the COR prior to commencement of services.

3.2 The Contractor shall provide valet parking for VA patients and patient visitors in parking garage 212 except for those vehicles whose driver requests self-parking. VA Patients and patient visitors requesting self-parking will be directed to Lot B, D, E, G and J. Employees and visitors may park in parking garage 209 but after valet hours begin will have to use valet parking here as well.

3.3 The Contractor will greet every vehicle that pulls up to the valet parking garage 212 areas and ask for patient identification. If an individual is a first-time patient services will be provided to these individuals. The Contractor shall maintain a record on the number of individuals who were identified as first-time patients using valet parking services for inclusion in the COR’s report.

3.4 The Contractor shall provide valet parking for VA employees, UCSF students, and volunteers in parking garage 209 except for those vehicles whose driver requests self-parking. VA employees, UCSF students, volunteers, and vendors requesting self-parking will be directed to Lot B, D, E, G and J.

3.5 The Contractor shall ask the driver how long he/she will be staying at the VA Medical Center or estimated time of departure. The Contractor will give the driver a claim check and park the car in a space based on the length of stay.

3.6 Handicapped persons (patients/visitors only) will be permitted to pull to the patient entrance to be dropped off, and the Contractor will then park the car. The Contractor may assist parking patrons by removing wheelchairs and carts from their automobiles, if asked.

3.7 It is the Contractor's responsibility to screen out VA employees, UCSF students, and volunteers from using the valet parking services in parking garage 212. Contractor shall be responsible to direct these vehicles to general parking areas and parking garage

209. It is not the intent for Valet to enforce parking law, but to direct issues to police to investigate the valet parked vehicle. The contractor shall call VA police dispatch and list the vehicle and license plate to screen and identify if it is a patient or patient visitor.

3.8 Persons driving buses, large vans (10 or fuller size passenger van) or recreational vehicles will be directed by the Contractor to notify VA police dispatch for further information.

3.9 The Contractor will provide a locking key cabinet and reception booth located in the valet parking area. Exact location of the Contractor’s cabinet and/or booth shall be approved by the COR.

3.10 The Contractor’s will turn over to VA police any keys of any vehicles still on the premises after valet parking hours. The Contractor will provide details as to the exact location of where the remaining vehicles are located. The owners of these vehicles will pick up their keys at the VA police office in Bldg. 203.

3.11 The Contractor shall provide required signs that will clearly identify the purpose of the services for the VA patients and patient visitors. Signs shall be professionally manufactured and easy to read. A sample drawing/sketch of recommended sign will be provided to the COR for approval prior to commencement of services. The valet parking signs shall be set-up each morning of operation and stored at the end of the day.

Signage should include purpose of the services, hours of operation, police after-hours contact for vehicles left on premise, contractor supervisor and COR contact number, and no tipping instructions.

3.12 The Contractor will be responsible for evaluating the parking lot to maximize the space available and facilitate smooth operations. Attendants parking vehicles will ensure all vehicles are locked. Driver’s keys will be appropriately secured at the valet booth provided by the Contractor. The parking patron will produce the claim ticket upon return to the lot and the attendant will deliver the car for easy exiting. Contractor shall be responsible for any lost keys and damage to any of the vehicles as further defined herein.

3.13 The Contractor shall be responsible for parking control and monitoring designated parking areas. In the event of any emergency or if an individual requires assistance (i.e., injured, or stranded persons) the Contractor shall immediately notify the VA police. The Contractor will be responsible to report any of these incidents or any violations noted during the performance of his/her duties to the VA police, Contracting Officer, and COR.

Such incidents shall also be included in the required monthly report. The Contractor shall furnish communication devices necessary to communicate among their personnel and with the VA police.

3.14 The Contractor’s parking attendants shall possess a valid California driver’s license and must be fluent in the English language. The Contractor’s parking attendants will be trained in providing excellent customer service demonstrating courtesy.

3.15 The Contractor will maintain the appearance of the entrance by sweeping the area and keeping it clear of any trash and debris generated by the valet services.

3.16 The Contractor will provide uniforms to all personnel working under this contract.

Uniforms will include the identification of the Contractor by company name and employee name. Uniforms will be cleaned and pressed and will be worn at all times during performance of contract duties. Uniform type will be agreed upon by the VA and the Contractor at the pre-orientation meeting as defined in Paragraph 5.

3.17 The Contractor will designate a full-time supervisor during entire hours of operation as a representative of the Contractor in handling any valet parking concerns and parking incidents. Duties of the supervisor shall include but not be limited to customer relations, training and improving all valet services and coordinating with the COR. All incidents shall be reported on a monthly basis to the Contracting Officer as per Paragraph 6. The name of this individual shall be furnished to the Contracting Officer at the pre-work orientation meeting. If this person is not present on site, the Contractor will designate another employee as "acting" supervisor during the period of absence.

3.18 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 employee 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. The VA Medical Center is a drug free workplace.

3.19 The Contractor will, at its sole cost and expense, perform a drug screen and criminal background check on all employees of the Contractor who will provide services under this agreement.

3.20 The Contractor will notify the VA of any areas that may pose a safety hazard to patients, employees, and visitors. All Contractors’ personnel will be required to adhere to all VA rules and regulations.

3.21 Returned cars will be delivered to the patients with the engine running, positioned for easy entry within a reasonable (within three car widths) distance to the hospital entrance. The contractor will not leave idling returned vehicles unattended and will ensure that only the patient who has provided the claim check is allowed entry into the driver’s seat of the vehicle. The contractor will not block exit traffic from the hospital’s main entrance for self-parked vehicles or patients and shall adjust the placement of returned vehicles as necessary to facilitate smooth operations.

3.22 The contractor shall provide at least one sign, at least three feet by three feet in size, on which NO TIPPING is printed legibly and prominently. Handwritten signs are not permitted. This sign may contain other language, but NO TIPPING will be emphasized via bold text, underline, large text, etc. The COR will approve this sign and its placement before it is displayed. The sign will be presented on or near the valet station where patient keys are kept. A strict no-tipping policy will be enforced under this contract. Acceptance of tips OF ANY NATURE (i.e., monetary, or non-monetary) will result in disciplinary action and mandatory reimbursement of the tip(s) received. The contractor is permitted to suggest that customers offering tips leave positive feedback in the feedback box in lieu of the tip. Contractors shall not make unsolicited suggestions to leave positive feedback in any other scenario. Contract staff may not insert feedback into the feedback box.

3.23 Contract staff is expected to have a working knowledge of the exterior layout of the hospital facility and general area. Assistance may be offered to non-valet drivers in finding an appropriate parking location or answering common questions. Security, health, or patient inquiries shall be directed to VA staff and shall NOT be addressed by the contractor. In keeping with the policy of Customer Service described in the performance standards section of this contract, the contractor may NEVER turn away anyone asking for information. If the contractor does not have an answer to the inquiry or is otherwise uncomfortable or unable to answer the question, the individual asking the question shall be referred to appropriate VA staff.

3.24 Contractor is expected to enforce reasonable standards of employee conduct. A pleasant demeanor and courteousness are required at all times. SFVAMC has zero tolerance policy for rudeness to patients, it is considered patient abuse. Any verified incident will lead to immediate removal of the contractor’s attendant. Sexual harassment; discrimination on a sexual, racial, or age basis; foul language; negative comments directed towards veterans, patients, or any other visitors to the facility; or any other generally unacceptable behavior will not be tolerated. Contract staff is expected to be clean and well-kept at all times. Good hygiene practices shall be enforced by the Contractor, including a professional appearance in dress and hairstyle. Contractor staff shall possess a thorough understanding of written and spoken English and shall not be permitted to use slang or non-English languages within earshot of customers.

Furthermore, contract staff shall be required to attend VA employee orientation when hired and will be held to all standards and principles discussed therein.

3.25 A weekly or monthly schedule shall be presented in advance to the COR showing the shifts and employees who will perform contract services for the upcoming period.

The Contract Supervisor will maintain a sign-in/sign-out sheet that employees will use to record their attendance and timeliness. Discipline and tracking of shifts and punctuality is the responsibility of the Contractor’s Supervisory employee, but a full contingent of staff to ensure smooth operations is required at all times. The employee tracking sheet shall be primarily used to monitor who is in the facility for security purposes, but the COR may request copies for his own purposes.

4. PERFORMANCE STANDARD:

4.1 The Contractor will staff the valet parking operation with an appropriate number of employees as required to demonstrate an efficient operation. An efficient operation is defined as: No vehicle should wait more than 10 minutes to be valet parked or retrieved.

4.2 The COR will make periodic unannounced inspections and will audit the turn-around time to assure Contractor’s compliance. Any increase in the number of valet parking personnel necessary to meet the 10-minute requirement will be provided at no additional cost to the Government providing that the total number of vehicles does not exceed the estimated quantity projected. The Contractor’s ability to manage the traffic flow will be periodically audited to assure that the Contractor is putting the Veteran first and is providing a safe and efficient operation.

5. TRAINING/LICENSES/QUALIFICATIONS:

5.1 The Contractor will be required to attend a pre-work orientation meeting prior to the commencement of work on site. The VA will schedule this meeting, and it will include discussion of the following topics:

a. Fire and Safety

b. Disaster Procedures

c. Medical Emergencies

d. Reporting of accidents, thefts, and other parking related incidents

e. Contractor’s appearance including uniforms

f. Fire Lanes

g. Misc. items

5.2 The VA will provide orientation and training on VA policies and procedures as outlined above. All parking attendants will be required to attend a facility orientation program on safety, health, and emergency procedures at the medical center. This training will be scheduled at a post award meeting at a mutually agreeable date.

5.3 The Contractor will be responsible to ensure that Contractor’s employees coming to the work site will receive the information required above. The Contractor will be responsible to ensure Contractor’s employees providing work on this contract are fully trained, have the proper California Driver License, required insurance and completely competent to perform the required work. Employees of the Contractor will be required to adhere to all VA rules and regulations and perform in accordance with the Conformance Standards.

6. REPORTS:

6.1 The Contractor will submit monthly reports electronically directly to the COR and to Contracting Officer within five (5) days of month's end. The reports will include but not be limited to the following: (1) Summary of the number of vehicles valet parked, by date and sorted by morning and afternoon. (2) A final summary sheet which will include the total number of vehicles parked in all garages by the Contractor, along with each patient’s name and contact number associated with the vehicle, and number of patients who opted to self-park in Lot B. (3) The report will include a total number of VA Patients who identified themselves as first time patients and did not provide Patient Identification.

(4) The report will indicate by date, any unusual events of the day. The Contractor will include any incidences of accidents or special situations with patients, visitors, VA employees, or VA volunteers. (5) Reports or incidences in which the assistance of the VA Police was requested. Failure to provide reports as required could result in delay in payment.

6.2 The contractor shall provide a locked metal box, with a letter-sized slit on the top for insertion of customer feedback. The contractor shall also provide customer feedback forms with their company letterhead clearly printed. The forms will provide a space for written customer feedback as well as checkboxes to indicate the customer’s level of satisfaction with the service provided. These forms will be kept fully stocked at all times.

Patients may provide written feedback about their experience with the valet service and deposit it in this box. The contents of this box shall be accessible to the COR and Contract Supervisor only and shall remain locked throughout daily performance. The contractor may not discourage any customer from leaving feedback in this box. The contractor may ensure that only feedback written on contractor-provided feedback forms is inserted into the box. The COR will approve the layout and formatting of feedback forms before their use.

6.3 The reports must be presented in a clear and transparent manner to facilitate easy understanding. They should be submitted electronically in either Excel or PDF format.

Reports should be signed by the Supervisor and/or authorized representative of the Contractor. Contractor shall provide for approval by the COR, a sample of report forms used on similar projects.

6.4 The Contractor may be required to report to the Chief of Police or designee, on a daily basis under this contract.

7. CLAIMS/DAMAGES:

7.1 Any claims of damage or missing/stolen property involving customer’s vehicles will be the responsibility of the Contractor. The VA assumes no responsibility for any damage to the patron’s vehicles caused during the performance of the Contractor’s services or for any such claims. Contractor shall be held completely responsible for lost keys and any costs associated with the claim. If the contract award includes the cost of a Performance Bond as indicated in the Cost and Pricing Section of the specifications, Contractor agrees to provide bond prior to the commencement of services or as directed by the Contracting Officer.

7.2 Contractor shall be required to provide and maintain insurance on all services and employees who will be providing services under this procurement. Insurance shall include but not be limited to the minimum amounts stated in this performance work statement as follows:

(1) See Section C – Contract Clauses C..6 SUPPLEMENTAL INSURANCE

REQUIREMENTS

7.3 The Contractor must provide the Contracting Officer insurance certificate(s) as well the COR evidencing the required minimum coverage prior to commencing work under this contract. The Department of Veterans Affairs shall also be named as an additional insured on the above and the insurance must be maintained during the entire performance of the contract. The policy is to provide that the VAMC will be notified at least thirty (30) days prior to any cancellation or reduction of coverage. As noted herein, the Contractor shall be held responsible for any and all claims or damages caused during the performance of the Contractor’s services.

8. GENERAL CONTRACT TERMS AND CONDITIONS:

Hours of operations are 7:00am to 6:00pm Monday - Friday, excluding Federal Holidays listed below, and any other day specifically declared by the President of the United States to be a Federal Holiday. Contractor is hereby advised that there may be special events at the Medical Center on some Federal Holidays and the Contractor may be required to provide limited hours of operation on those days. 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. VA will provide anticipated number of vehicles and request a cost proposal from the Contractor to provide these additional services. If approved, the contract price will be modified accordingly for these additional services.

9. CONFORMANCE STANDARDS:

Contract service shall ensure that all services are performed in accordance with OSHA, federal, state, and local laws as well as industry standards applicable to these types of services.

10. PAYMENT:

Contractor will submit one initial invoice for the period beginning first date of operations to the end of the base year. Thereinafter, Invoices will be submitted on a monthly basis (i.e.

during the period beginning option year 1, if exercised, through the end of option year 1).

Invoices will be paid on a monthly basis in arrears. Verification will be obtained from the COR that the monthly report, has been submitted prior to the certification of the invoice by the VA. Invoices must include the Contract no., Purchase Order no., total number of vehicles serviced that month, and covered period of service. Invoices, which do not contain the required information, will be returned for resubmission.

11. ADDITIONAL CHARGES:

No additional charges will be allowed of any nature without the prior written approval of the Contracting Officer. Any cost, which may be incurred as a result of an increase in the number of anticipated vehicles, must first be approved by the Contracting Officer and issued in the form of a Change Order to this agreement.

12. SPECIAL CONTRACT REQUIREMENTS

Offers will be considered only from an Offeror who is regularly established in the business called for and whom in the judgment of the Contracting Officer is financially responsible and able to show evidence of their reliability, ability, experience, and personnel directly employed or supervised by them to render satisfactory services. The Offeror shall, upon request, promptly furnish the Government with a current certified financial statement.

13. Hours of Work and Legal Government Holidays

Unless otherwise specified, all contract work is to be performed during regular administrative working hours, 7:00 am to 6:00 pm, Monday through Friday excluding the following listed holidays observed by the Department of Veterans Affairs:

New Year’s Day Birthday of Martin Luther King, Jr.

President’s Day Memorial Day Juneteenth National Independence Day Independence Day

Labor Day Columbus Day Veteran’s Day

Thanksgiving Day Christmas Day

14. Modification

The Contracting Officer is the only person authorized to approve changes or modify any of the requirements under this contract. The Contractor shall communicate with the Contracting Officer in all matters pertaining to contract administration. Only the Contracting Officer is authorized to make commitments or issue changes, which will affect price, quantity, or quality of performance of this contract. In the event the contractor effects any such change at the direction of any person other than the Contracting Officer, the change shall be considered to have been made without authority and no adjustments will be made in the contract price to cover any increase in costs incurred as a result thereof.

15. Contractor Business & Integrity

1. All paid employees receive Compliance and Business Integrity (CBI) Awareness training during new employee orientation and all employees are required to complete annual CBI Awareness training.

Reference VHA Handbook 1030.04, dated 9 Jun 09. Additional information: 1.

Awareness Training: Contractor employees shall complete initial compliance awareness training within 30 days of commencing work under this contract as well as complete annual compliance awareness refresher training. At a minimum, CBI awareness training will include the following topics: (a) the revenue cycle, (b) seven elements of an effective compliance program, (c) definition of high-risk areas, and (d) definition of any compliance concerns and how to address a compliance concern. This requirement can be fulfilled by completing the training module available via the following Internet site:

http://www.visn21.va.gov/CBI.asp

2. Remedial Training: When notified, contract employees must complete remedial training and education to address any detected compliance exceptions.

3. Proof of Training: Contract employees are responsible for submitting proof of awareness and remedial training completed to the Contracting Officer’s Technical Representative (COR) for this contract. The COR will retain proof of training per applicable Records Control Schedule.

Reference VHA Handbook 1030.04, dated 9 Jun 09. Additional information: 1.

Awareness Training: Contractor employees shall complete initial compliance awareness training within 30 days of commencing work under this contract as well as complete annual compliance awareness refresher training. At a minimum, CBI awareness training will include the following topics: (a) the revenue cycle,

(b) seven elements of an effective compliance program, (c) definition of high-risk areas, and (d) definition of any compliance concerns and how to address a compliance concern. This requirement can be fulfilled by completing the training module available via the following Internet site: http://www.visn21.va.gov/CBI.asp

4. Remedial Training: When notified, contract employees must complete remedial training and education to address any detected compliance exceptions.

5. Proof of Training: Contract employees are responsible for submitting proof of awareness and remedial training completed to the Contracting Officer’s Technical Representative (COR) for this contract. The COR will retain proof of training per applicable Records Control Schedule.

The C&A requirements do not apply, and a Security Accreditation Package is not required.

Records Management Language

1. Citations to pertinent laws, codes, and regulations such as 44 U.S.C chapters 21, 29, 31 and 33; Freedom of Information Act (5 U.S.C. 552);

Privacy Act (5 U.S.C. 552a); 36 CFR Part 1222 and Part 1228.

2. Contractor shall treat all deliverables under the contract as the property of the U.S. Government for which the Government Agency shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest.

3. Contractor shall not create or maintain any records that are not specifically tied to or authorized by the contract using Government IT equipment and/or Government records.

http://www.visn21.va.gov/CBI.asp http://www.visn21.va.gov/CBI.asp http://www.visn21.va.gov/CBI.asp

4. Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected by the Freedom of Information Act.

5. Contractor shall not create or maintain any records containing any

Government Agency records that are not specifically tied to or authorized by the contract.

6. The Government Agency owns the rights to all data/records produced as part of this contract.

7. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract.

Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data.

8. Contractor agrees to comply with Federal and Agency records management policies, including those policies associated with the safeguarding of records covered by the Privacy Act of 1974. These policies include the preservation of all records created or received regardless of format [paper, electronic, etc.] or mode of transmission [e-mail, fax, etc.] or state of completion [draft, final, etc.].

9. No disposition of documents will be allowed without the prior written consent of the Contracting Officer. The Agency and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. Records may not be removed from the legal custody of the Agency or destroyed without regard to the provisions of the agency records schedules.

10. Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, this contract. The Contractor (and any sub-contractor) is required to abide by Government and Agency guidance for protecting sensitive and proprietary information.

End of PWS