AMENDMENT 0001 STATEMENT OF WORK.docx

The Department of Veterans Affairs (VA), Veteran Integrated Service Networks (VISNs) 1, 2, 4, 5, 6, 7 and 8) has an ongoing requirement to furnish aluminum modular ramp systems and associated services for an estimated 70 VA Medical Centers and Community Based Outpatient Clinics (CBOCs). The contractor(s) shall be responsible for providing site assessment, delivery and installation of modular ramp systems, platforms and thresholds to Veteran beneficiaries, who are mobility challenged, cannot negotiate stairs and/or require use of a mobility device.

The contractor will utilize a single manufacturer in accordance with common industry practice to ensure consistency. All ramp systems shall be of lightweight, aluminum construction, durable, with a non-slip, skid-resistant surface, rust free, easily installed and removed, compact and recyclable. All ramp systems shall be installed in accordance with all applicable Federal, State, Local codes and VHA authorization. These supplies and services shall be provided when ordered by an authorized Contracting Officer or designated VHA personnel. Vendor shall have adequate logistical capability to ensure availability of ramp systems and installers to meet VA delivery time requirements for installation.

1.0 Areas of Responsibility and Jurisdiction: The Contractor shall provide services within the defined awarded area of responsibility/jurisdiction to the Veteran beneficiary’s place of residence or other locations as indicated on the delivery order.

2.0 VHA Participants: Refer to Attachment (2) FACILITY LOCATIONS.

3.0 Ramp Specifications:

All ramp installations shall adhere to VA and current Americans with Disabilities Act (ADA) standards (https://www.ada-compliance.com/ada-compliance/ada-ramp) to the fullest extent. In the event ADA standards cannot be met due to unforeseen circumstances, the contractor shall notify the ordering VHA Prosthetic and Sensory Aides Service (VHA PSAS employee) to request a variance. If property restrictions prohibit strict adherence to ADA ramp standards, written communication with the VHA PSAS employee will be necessary before further action will be taken.

Ramp systems shall comply with the following specifications:

a. All aluminum construction, solid ramp surface with extruded ribbed nonslip surface.

b. Standard Ramps must be of 36” and bariatric ramps must be 48” wide.

c. Threshold Ramps must be of 36” and bariatric ramps must be 48” wide. Threshold ramps do not require handrails. Rubber threshold ramps are acceptable.

d. Handrail gripping surfaces with a circular cross section shall have an outside diameter of 0.95-inch (24mm) minimum and 1.55 inches (39 mm) maximum. They must have a smooth, continuous gripping surface (rail junctions). Ramp handrails shall extend horizontally above the landing for 12 inches (305 mm) minimum beyond the top and bottom of ramp runs. Extensions shall return to a wall, guard, or the landing surface, or shall be continuous to the handrail of adjacent ramp run Contractor shall provide coated/non-coated handrail grip options. Aluminum alloy shall be of aircraft-grade construction.

e. Ramps requiring accommodation for rise of 30” or greater will require use of balusters/guardrail.

f. Contractor shall provide current ANSI certification for ramp materials. Contractor must maintain ANSI certification throughout the term of contract.

g. Must have a ratio of incline 4.8 degrees/ 1:12 degree slope. Considerations for grade change must be made and noted on drawings.

h. All components shall not contain exposed sharp edges.

i. Whenever possible, ramps should be designed such that no portion passes beneath the drip line of a roof to prevent accumulation of ice on the ramp surface from dripping water and damage from falling ice and snow. If it is not possible to avoid the ramp passing through the drip line, ramps will be designed to cross under the drip line of the roof at a perpendicular angle to the drip line. Any portion of the ramp that parallels the drip line must be far enough from the drip line to prevent accumulation or damage from water, ice and snow falling from the roof.

j. All inclined runs of ramp will have a minimum of three points of support separate from the other ramp structures; under or near the center and as close as is feasibly possible to the high and low end. Mechanically fastening the ends to level platforms is not considered to be supported, the tread will have its own support legs, not rely on the platform for support. The ground will serve as the support for the lowest end of the final ramp tread.

k. The base footings shall be sufficient size to adhere to pavers (if applicable).

l. The contractor shall provide the paver stones if required or at VA’s request.

m. The contractor shall provide hurricane tie-downs per manufacturer engineering specifications for all VISNs.

Ramp landings shall comply with the following specifications:

a. Top platform is required for all rises that are greater than three (3) inches at the threshold.

b. Minimum level 4x5 landing surface at the door. Depending on the length of the ramp system, it may be necessary to position a landing midway of the configuration.

c. If there is not a paved or solid landing point a landing pad is required, a rubber landing pad may be used. This must be supported in the documentation and pictures.

d. Layouts and quotes must ensure a landing at the start of the ramp to be of the same level as the interior floor, provide a transition over the threshold to the top platform if needed. The termination point may not extend into the driveway unless otherwise required to meet ADA compliance and approved by VA.

e. Ramps shall land on a hard level surface (a minimum of 5’x5’) – Do not land Veteran on uneven terrain – add additional ramping as needed to allow Veteran to reach hard surface (walkway, driveway, patio area or pavers), or a vehicle to pull up to ramp for Veteran to load and unload. Final approval will be determined by VHA PSAS employee in collaboration with Physical Medicine and Rehabilitation Services (PMRS), as needed.

f. The landing clear width shall be at least as wide as the widest ramp run leading to the landing.

g. Resting platforms at 30’ of continuous ramping.

h. Change in direction platforms shall have a clear landing 60 inches (5 feet) by 60 inches (5 feet) at minimum.

4.0 Process: A Contracting Officer or authorized ordering official will place orders against the indefinite delivery vehicle. The process of providing modular ramps requires several steps to ensure an acceptable level of quality service, in addition to providing a quality product. To provide the Veterans with the modular ramp systems required, the all-inclusive process shall be as follows:

4.1 Assessment Request: The VHA PSAS employee or designee will request a site assessment to be performed via fax or encrypted email. This request will include the following:

a) Date of request

b) Name of requesting VHA PSAS employee

c) Telephone Number and email of VHA PSAS employee

d) Requesting facility name and station number

e) Veteran’s last name and last four of SSN

f) Veteran’s complete address

g) Veteran’s phone number and alternate number, if available

h) Proposed location of ramp (if known)

i) Landlord approval, if residence is a rental

j) Additional notes or information as necessary

Service response time is calculated from the time the Contractor is notified of an individual requirement for services until the Contractor completes all activities at the Veteran’s place of residence (delivery and set-up, customer education/ instructions and clean-up). The Contractor shall acknowledge receipt for all assessments by secure fax or encrypted email within two (2) hours of the initial notification during ordering VA facility business hours; business hours are 8:00am through 4:30pm. Assessments received after 2:31pm shall be acknowledged immediately the next business day.

4.2 Site Assessment: All communication with beneficiary/caregiver(s) will be in accordance with section 7.1 Notification and Communication with Veteran Beneficiary.

a) After receiving a request for site assessment, the Contractor shall notify the Veteran beneficiary/caregiver(s) in advance to arrange a mutually agreed upon time for an appointment to conduct a site assessment for the installation of a modular or threshold ramp system at the designated location. In some instances, the Veteran may not own the property and, if known to the VA, the VA will notify the contractor prior to the assessment. In those situations, it is required that the property owner take part in the review process. The Contractor is required to have the legal property owner or authorized agent acting on behalf of the owner to sign off on the design indicating approval/disapproval.

b) A date and time will be set within a four (4) hour window for assessment and the Contractor shall indicate either a morning or afternoon arrival. The Contractor shall provide a local or toll-free phone number to the beneficiary/caregiver(s) in the event that they have any questions or need to change the agreed upon appointment schedule.

c) All customary and usual means of contact will be used to communicate with beneficiary or caregiver(s). If the Contractor is unable to make contact with the beneficiary/caregiver(s) via telephone within two (2) calendar days, the Contractor shall ask the VHA PSAS employee for assistance with contacting the Veteran beneficiary via email. In the event that the arrival for the scheduled evaluation is delayed (or anticipated to be delayed) beyond the four (4) hour window, the Contractor shall contact the Veteran beneficiary or caregiver(s) and notify them of the delay or need to reschedule, as well as the VHA PSAS employee that initiated the assessment.

d) Upon arrival for the scheduled appointment, the Contractor shall meet with the Veteran beneficiary or caregiver(s) to determine the most appropriate location for the ramp, (if not already determined by VA) taking into account space requirements, topography, parking, utilities, and property lines. It is expected that submitted ramp designs will comply with ADA guidelines to the maximum extent practicable. The assessor shall also determine if any additional considerations are needed in the design to accommodate Bariatric Veterans. In the event that the Veteran beneficiary or caregiver(s) is not at home when the Contractor arrives for the mutually agreed upon assessment the Contractor shall notify the VHA PSAS employee within 24 hours. The contractor shall make two attempts to reschedule and meet with the Veteran to complete the assessment. If the Contractor is unsuccessful in completing the assessment due to the Veteran’s unavailability, the contractor shall notify the VA for further action.

e) Once the best location has been mutually determined, the assessor will take the required measurements and digital sketch of the area being assessed. Any obstacles, landscaping, or other factors that will affect the placement of the ramp will be noted on the evaluation sketch. A digital picture will then be taken of the proposed location from a minimum of three (3) angles to show the entrance and the surrounding area where the proposed ramp will be located. The proposed location of all ramp components shall be demarcated using brightly colored cones, marking tape or other similar device so that the proposed locations are clearly visible in the photographs.

f) The assessor shall then explain to the Veteran beneficiary or caregiver(s) the type of ramp configuration proposed and a suggested configuration based on the initial assessment to determine if there are any concerns or objections to the proposed location. The assessor shall also notify the Veteran beneficiary or caregiver(s) of the required follow-up safety check. If there are no concerns stated at this time, the assessor shall obtain the Veteran’s signature approval of the proposed configuration. There may be instances where the Veteran’s property needs to be moved or removed prior to the installation of the ramp system. In these cases, it is the Veteran’s responsibility to ensure this occurs, and any and all conversations and relating information shall be documented by the contractor and submitted with the assessment. The Contractor shall notify the VHA PSAS employee by telephone upon discovery of safety or environmental hazards that shall prevent the Contractor from installing the ramp system until the hazards have been corrected within two (2) calendar day. VHA shall work with the Veteran to abate the condition preventing the set-up of the ramp system. Upon completion of the assessment, the contractor shall provide the beneficiary or caregiver(s) their contact information should any questions arise.

g) In the event the beneficiary/caregiver and evaluator do not agree on the proposed ramp location or ADA compliant layout (excessive ramp runs, unsafe location etc.), evaluator must notify local VHA PSAS employee the same day or the next business day for further instructions. The evaluator shall also notify the VHA PSAS employee if it is determined that the beneficiary’s residence is not conducive to a modular ramp.

h) If the contractor uses sub-contractors or their own employees for the assessment the Contractor is responsible for the design work. Therefore, the contractor, as the Prime, shall ensure there is a corporate level Subject Matter Expert’s (SME) comprehensive assessment review for all proposed assessments to ensure the proposed ramp installation meets the manufacturer requirements, VA scope of work, ADA requirements (to the greatest extent practicable), prevents any safety concerns, and ensures the designed ramp is safe for the Veteran to use. The contractor will provide a copy of this signed review to VHA with the assessment package.

i) The Contractor shall complete and submit an assessment of the proposed site of installation within five (5) calendar days starting from the next calendar day after receipt of request from the ordering VHA PSAS employee unless proper notice is given in accordance with para 4.2 (d).

j) The assessment package shall include:

a. Site pictures taken at a minimum of three (3) angles, drawing(s) showing existing conditions. The photographs will contain a detailed layout including cones, colored tape, or other means to indicate clear placement of the ramp. All photographs will be in color and received in color. Black and white photos are not sufficient.

b. Picture of the ramp demonstrating the rise of the point of entrance, the end of the ramp, and slope of yard demonstrating the slope of the ramp. The picture shall include a digital measuring device showing display measurements.

c. Digitally generated layout/diagram of proposed ramp.

d. Subject Matter Expert’s (SME) review approval.

e. An itemized quotation of supplies and services for the proposed ramp installation.

f. The veteran, caregiver and/or property owner’s signature acknowledging approval.

k) Quote pricing for a ramp system shall be itemized based on a per section price to which should include shipping and installation fees in accordance with the Schedule of Items. There will be no separate line item for shipping fees.

l) The VHA PSAS employee shall notify contractor in the event that a ramp installation has been cancelled after assessment has been completed.

m) PERMITS: The contractor shall note on the assessment and contact the VHA Prosthetics Representative of a state/county/local government requirement for a permit and/or authorization from a Homeowners Association (HOA) is necessary for ramp installation when submitting the assessment package.

a. Administrative Fee Line Item: This is a FLAT fee to be assessed when a permit is required by state/county/local government for the property in question. Contractor shall submit a copy of the permit and receipt with the invoice.

n) MINOR SITE PREPARATION: The contractor shall note on the assessment if minor obstacles are located in the path of the proposed ramp configuration, which would result in the configuration having to be re-routed or not feasible unless removed. Obstacles may include, but are not limited to: Shrubs, bushes, rocks, porch railings, steps which would prevent ramp installation. The minor site preparation will not include permanent structural changes to the Veterans residence and/or property. Minor site preparation shall not exceed $500.00 and shall be itemized on the quote to include site pictures showing existing conditions to prevent ramp installation. If minor site preparation is identified to be above $500.00, the Contractor shall notify the VHA Prosthetics Representative for further guidance.

4.3 Delivery Order:

a) Ordering officers (OOs) will be authorized to place orders against this contract. The Contracting Officer (CO) will furnish the Contractor with the names of individuals authorized as OOs, by separate memorandum upon issuance of the contract. When OOs are added after award, the CO will furnish the Contractor with the names of individuals authorized as OOs, by memorandum upon OO appointment. OOs are responsible for issuing and administering orders placed under this contract. OOs have no authority to modify any term of this basic contract. Any deviation from the terms of the basic contract must be approved in writing by the CO responsible for this contract. The Contractor shall accept orders against this contract only from the CO and/or authorized OOs. Fulfilling orders from persons other than the CO or OO may result in loss or delay in payment for supplies/services provided under such orders.

b) All delivery or task orders are subject to the terms and conditions of this Contract. Orders shall be placed against this Contract via e-mail, Electronic Data Interchange (EDI) or facsimile.

c) The Contractor shall have the capability to receive orders by facsimile transmission located in a secure location not open to the public or electronic transmission via encrypted e-mail. The Contractor must have the capacity to utilize encrypted e-mail on its computer system for electronic communication of orders and patient information to and from VA ordering staff. The fax machine shall be independent from the Contractor’s established phone line and be able to accept faxed orders. The Contractor shall maintain a log of all work transmitted via fax, computer, and telephone. Mailing orders will only be used in the event of emergency due to power outages affecting fax or email capabilities. In the event orders are sent via facsimile, the Contractor will provide email confirmation to the applicable Ordering Officers containing a summary of purchase orders received by close of business each day.

d) Once the VHA PSAS employee has accepted the contractor’s quote, the quote information shall be passed to a Contracting Officer or authorized Ordering Officer to place the delivery order. A delivery order for the equipment and installation will be faxed, emailed or delivered by another secure electronic method to the Contractor. The Contractor shall acknowledge receipt of the delivery order, which will start the Ramp Installation procedure. Under no circumstances shall the Contractor begin production, shipping or installation without having a valid, signed delivery order/purchase order from the Contracting Officer or authorized Ordering Officer. A VHA Contracting Officer or authorized Ordering Officer is the only person who can authorize a job to begin.

4.4 Ramp Installation:

a) As outlined in the site assessment, the Contractor shall schedule with the beneficiary or caregiver(s) a mutually agreed upon date and time to perform the installation of the approved ramp system. This appointment will be set and the installation performed within ten (10) calendar days after receipt of VHA delivery order. Contractor shall not drop ship or deliver any material required for installation to the veteran’s property prior to the actual installation appointment. Permits and HOA approval are an excusable delay for the ten (10) calendar day installation process, which will begin on the first business day after receipt of the permit or authorization from the HOA.

b) The Contractor shall install the ramp at the predetermined location at the beneficiary's home per approved quote and specifications. The Contractor is authorized to install the ramp system only. Requests for additional work to be completed that do not fall within the scope of the ramp installation and that is not specifically detailed in the approved quote or authorized by the Order shall not be discussed with the beneficiary or caregiver(s) but referred to the VHA procurement official placing the order for consideration.

c) The ramp shall be installed in accordance with all Federal, State, Local, and VA authorization design guidelines for ramps, including slope, width, and handrails. Such compliance includes the obtaining of any necessary permits or authorizations required under that jurisdiction’s local code. No additional ramp components or parts will be installed without prior authorization from the VHA procurement official at the authorizing VHA.

d) The Contractor shall be responsible for site preparation and cleanup for ramp installation only as stated on the site assessment and approved by the VHA procurement official.

e) Once the ramp system has been completed, the Contractor shall communicate, both written and verbally, with the beneficiary or caregiver(s) regarding the safety and maintenance features of the ramp system. The Contractor shall also ensure that the Veteran beneficiary signs a statement acknowledging receipt of education on the ramp’s safety, proper care of equipment, and a certification statement that all work was completed to the Veteran beneficiary’s or caregiver (s) satisfaction. These documents shall be forwarded to the VHA procurement official.

f) The contractor will ensure that there is a corporate-level Subject Matter Expert (SME) and/or Compliance Officer’s comprehensive post installation review for all installations. This review will be done within 48 hours before the completed package is submitted to the VA. If the review finds corrections to the installation are required, the contractor shall notify the VA procurement official and the Veteran/beneficiary stating that the ramp should not be used and the Contractor will correct the issue within 24 hours. The contractor will provide a copy of this signed review to the VA with the invoice and other packet requirements.

g) Digital "after install" pictures shall be taken of the ramp system from a minimum of three (3) angles showing the entrance and the complete system and grade area. The picture shall include a digital measuring device showing display measurements.

h) Upon completion, the installation information shall be sent to the VHA procurement official placing the order within 5 calendar days. The information shall include the following:

i. The digital photos.

ii. Signed statements from the Veteran and/or caregiver of the education provided.

iii. The contractor will indicate that the installation complies with all ADA requirements (to the greatest extent practicable) and identify any requirements that could not be met and the reasoning to support that decision.

iv. The signed comprehensive post-inspection review by the corporate-level SME.

v. Copy of the invoice.

i) The Contractor shall ensure Installers are certified and trained for the installation and maintenance of their ramp system and conform to the standards and service parameters contained in the Statement of Work (SOW).

j) All ramps shall end on concrete, gravel, blacktop, or other solid landing pad/surface that allows for safe travel of the Veteran. No ramp shall end in dirt or grass without prior written approval of VHA procurement official and signed consent of the Veteran beneficiary or caregiver(s).

k) The contractor shall return 90-180 days or after snow-thaw, whichever occurs earlier, after installation to recheck each ramp installation to determine if settling has occurred and make any adjustments necessary for safety concerns. All customary and usual means of contact will be used to communicate with the Veteran beneficiary and/or caregiver(s) to schedule this recheck. If the Contractor is unable to make contact with the Veteran beneficiary and/or caregiver(s) via telephone within a two (2) week period, the Contractor shall ask the VHA PSAS employee for assistance with this task.

i. VISN 8 requires rechecks on all ramps. VISNs 1,2,4,5 all ramps installed during months of October thru April.

l) When a modular ramp cannot be constructed in a safe, logical and cost-effective manner, the Contractor shall notify VHA procurement official no later than the next business day, so as not to delay provision of alternate safe ingress/egress from Veteran’s home any longer than necessary.

m) Contractor shall be required to perform 5% recheck on all ramps installed within 90 days of installation as part of the installation follow through. VISN 8 requires rechecks on all ramps. VISNs 1,2, 4 and 5 all ramps installed during months of October thru April. 5% required for all other installations outside of those months and in VISNs 6 and 7.

4.5 Urgent/Emergency requests: There may be instances when VHA may need urgent/emergency ramp installations to facilitate discharge and/or other urgent need for patient care. In such instances, the contractor shall complete the assessment and installation within two (2) calendar days upon receipt of a delivery order from VA. All other requirements in sections 4.1 - 4.4 will pertain, except as detailed in the preceding sentences.

4.6 Holidays: The Contractor will not be required to provide installation of modular ramps on federally observed holidays. When the normal installation day falls on a federal holiday, the Contractor shall install modular ramps on the next workday following the holiday. The following holidays are observed by the Federal Government:

New Year’s Day Martin Luther King’s Birthday (3rd Monday in January) Presidents Day (3rd Monday in February) Memorial Day (last Monday in May) Juneteenth (June 19th) Independence Day (July 4th) Labor Day (1st Monday in September) Columbus Day (2nd Monday in October) Veterans Day (November 11th) Thanksgiving Day Christmas Day Or any day that is declared a national holiday per Executive Order by the President.

Note: If the holiday falls on a Saturday, it will be officially observed on Friday before the holiday. If the holiday falls on a Sunday, it will be officially observed on the Monday following the holiday.

5.0 Online Electronic Order tracking system/platform:

The contractor shall have (or put in place within one calendar month after contract award) an online electronic web based system accessible to VHA staff that provides the real time status of all VHA required reports and documentation (as outlined in the Statement of Work - SOW) and order status. The system shall allow VHA staff to get the real time status of an order as it progresses through the different phases from order receipt, assessment, installation, invoicing and final documentation. Reports outlined in Sections 8.4-8.8 shall be available and accessible by VHA staff. The system shall not include any PII information but shall reference a VHA provided identifier and/or PO number. This system shall be accessible to applicable VHA personnel, as determined by the COR, with access provided by the Contractor. The system shall meet Health Insurance Portability and Accountability Act (HIPAA), security, privacy rules and regulations. This system does not preclude VHA patient information being provided on a requested basis through encrypted e-mail and/or by secure facsimile machine.

6.0 Acceptance of Government Purchase Card: Government Purchase Card is the preferred method of payment. As a result, the Contractor shall be able to accept the Government Purchase Card VISA Level II for payment. The Contractor shall accept electronic copies of Purchase Orders and have a secure facsimile line to protect the Patient Identifiable Information (PII) or Patient Health Information (PHI). The Contractor must have Class II Visa Software to be compatible with VA billing requirements for all credit card payments. The contractor’s invoices shall be on letter head and indicate:

· The contract number and purchase order number

· Veteran’s last name and first initial and last four digits of social security number

· Date service was requested

· Completion date of service

· Details of work accomplished

· Total cost of service

· Signed Statement of Acceptance and understanding by the Veteran beneficiary/landlord

· Colored pictures of final installation

7.0 Notification and Communication: The Contractor shall refrain from discussing decisions to repair/replace/upgrade/change the equipment or any services not specifically delineated in the request/order with Veteran’s beneficiary and/or caregiver(s). Any concerns raised by the Veteran beneficiary and/or caregiver(s) outside the scope of this order regarding services provided shall be addressed to the VHA procurement official placing the order for resolution. All email communication that contains PII or patient information shall be encrypted.

7.1 Notification and Communication with Veteran Beneficiary:

a. The Contractor shall notify each Veteran and/or caregiver(s) in advance to arrange for a mutually agreed upon time for an appointment to assess, evaluate and install the ramp system. The Contractor shall visit the Veteran beneficiary’s place of residence in performance of this contract by appointment only between the hours of 7:00 a.m. and 7:00 p.m. local time.

b. The Contractor shall schedule an appointment at least two (2) calendar day prior to the appointment, unless the veteran/caregiver(s) requests an appointment sooner.

c. Appointments shall be made within four (4) hour time blocks.

d. The Contractor shall provide the necessary contact information in order for the Veteran beneficiary to communicate with the Contractor if any questions arise or changes need to be made with the appointment.

e. In the event of delays or anticipated delays, the Contractor shall notify the Veteran or caregiver of the delay or the need to reschedule, the Veteran and the VHA PSAS employee that initiated the order shall be notified at least two (2) hours prior to the appointment.

f. If the Contractor is unable to make contact with the Veteran beneficiary and/or caregiver(s) within a two (2) day period, or if the Veteran chronically fails to meet appointments, the Contractor shall contact the VHA procurement official for assistance. The Contractor shall use usual and customary means in order to make contact. Physical visitation to the Veteran beneficiary’s home is not required to meet this requirement.

g. Refusal of Service – all Veterans have the right of Refusal of Service. In the event a Veteran beneficiary refuses/declines the service or orders the equipment to be removed from the home, the Contractor shall comply with the Veteran, only after receiving authorization from VHA. However, the Contractor shall provide a written report, which includes the Veteran beneficiary and/or caregiver’s(s) signature on the visit form indicating refusal. Freight and restocking fees will be paid if refusal occurs after products have been shipped and/or delivered. The Contractor shall report the specifics of the refusal to the VHA PSAS employee that initiated the order in writing within two (2) calendar day.

7.2 Changes/Adjustments: The Contractor shall inform Veteran beneficiary and/or caregiver(s) that a three (3) day grace period will be given for any changes or adjustments to the ramp system due to a Veteran beneficiary and/or caregiver(s) concern. Adjustments will be made at no charge and any additional materials required will be quoted to the requesting facility for approval prior to installation.

8.0 Quality Control Plan: The Contractor shall have a quality control plan that addresses Sections 8.1- 8.6 at a minimum. Contractor shall submit reports to the Contracting Officer (CO), Contracting Officer’s Representatives (CORs) or designated VHA procurement official based on the required report.

8.1 Incident Report: All accidents, malfunctions, injuries, or deaths associated with the provision, delivery and use shall be reported telephonically to the Contracting Officer, the VHA procurement official and VISN COR and equipment manufacturer (if applicable) within one (1) hour of the event. A written report shall be followed within 48 hours of the incident.

8.2 Personnel Report: Listing of all personnel, manufacturer and company training certificate/competency report to include the date of their most recent background investigation/screening (refer to Paragraph 12.0), performing services under this contract shall be submitted to the CO, and VISN CORs. This report will be due prior to any services provided. Additionally, this report will be due bi-annually. Any individual changes to personnel in between reporting times shall be emailed to the respective VISN COR and changes captured on next report.

8.3 Contractor Quality Management Report: The Contractor shall maintain a Quality Management Plan demonstrating organizational improvement. This shall entail monitoring of satisfaction, data analysis and collaborative design and operationalization of improvement opportunities. The Contractor shall evaluate the quality of services and document the findings, conclusions, recommendations and corrective actions taken. The Contractor shall provide a written quarterly report to the CO and CORs covered under this contract for improving organizational performance. The first report shall be due six (6) months after contract performance begins. Subject report shall include information on special incidents, Veteran beneficiary satisfaction and performance improvement. The Contractor shall collect and aggregate the customer service satisfaction data on service satisfaction from Veteran beneficiary and/or care giver(s). Copies of the aggregated data shall be forwarded to each COR by the due date listed below.

8.4 Customer Satisfaction Report: The Contractor shall provide and collect a customer satisfaction survey from all Veteran beneficiaries and/or caregiver(s) upon completion of the ramp installation; the report shall include and be sortable by Region, VISN, and Facility. A copy of survey results shall be submitted to the COR in Quarterly Reports via encrypted email or hardcopy. The Quarterly Report is due to the COR by the 5th calendar day at the conclusion of the quarter. The reporting quarters are as follows: October 1st through December 31st, January 1st through March 31st, April 1st through June 30th and July 1st through September 30th.

8.5 Assessment and Installation Report: Contractor shall provide an installation report that details the number of installations completed during the previous reporting period for each VISN, broken down by facility. The itemized report shall reflect the purchase order number, billing date, date of payment, actual number of days to complete each assessment and actual number of days for each installation, total number of assessments, total number of installations and total cost for each installation. Deviations such as permits, or veteran recipient caused delays shall be identified and grouped separately on the report. Contractor shall provide total cost spent on permits for each VISN broken down by facility. The Contractor shall provide this report initially after the first thirty (30) days of contract performance and then on a quarterly basis to the CO and VISN COR.

8.6 Post Installation Report: The contractor shall provide a report of ramp installations for the recheck that is required within 90-180 days or after snow-thaw, whichever occurs first, to establish that the required safety check has been completed. The safety check will include facility identity, date, purchase order number and when the follow-up was completed to make any required adjustments after installation to address safety concerns. The Contractor shall provide this report and it shall be submitted on a quarterly basis to the CO and VISN COR.

9.0 Warranty: Contractor shall provide a product warranty on materials for a minimum of three (3) years from the date of installation. Contractor shall provide a labor warranty for a minimum of one (1) year from the installation date. Product and labor warranty information shall be made available to and acknowledged by the Veteran beneficiary and/or caregiver(s) and included with or on each invoice submitted for payment.

10.0 Equipment Recalls: Upon notification of equipment recalls, the Contractor shall take the necessary corrective actions and inform the Contracting Officer and each VHA facility in writing of all actions taken within ten (10) calendar days. The Contractor shall in turn notify each VISN COR of all equipment recall notices and corrective action received by them within fifteen (15) calendar days of initial notification.

11.0 Performance and Conduct: A high degree of professionalism and understanding shall be demonstrated when contact with Veteran beneficiary and/or caregiver(s) is made by the Contractor’s employees and/or sub-contractors. Contractor and sub-contractor employees shall be dressed in attire that identifies the Contractor. Contractor and sub-contractor employees are expected to be discreet, tactful and demonstrate concern, compassion, and patience. Some Veterans have physical disabilities or chronic conditions that influence their behavior and lifestyle. Any verbal or physical abuse, unprofessional behavior or conduct toward a Veteran and/or caregiver(s) shall not be tolerated. The VHA reserves the right to request the removal of any employee from performance of services under this contract if his/her behavior and/or level of services provided are not in strict accordance with the requirements of this contract.

11.1 Employee Identification: All Contractor and sub-contractor employees shall wear identification badges when providing services at a Veteran’s place of residence. Prior to entering a Veteran’s place of residence, Contractor and sub-contractor employees shall present a photo identification badge to the Veteran and/or caregiver(s) and verbally identify themselves. The badge shall include the company name, employee’s name, and employee’s picture. Only Contractor and sub-contractor employees that have been adjudicated and identified in writing to the Contracting Officer shall be allowed to provide services at a Veteran’s place of residence.

11.2 Site Visits: Periodic, unscheduled visits to assess completed projects shall be made by COR or designee to monitor the Contractor's quality and performance under this contract. Any latent defects noted shall be relayed to the contractor for corrective action.

12.0 Implementation Phase: The contractor shall have a clear implementation and transition plan that addresses the unique requirements of each facility serviced. The plan shall include a project management plan with specific goals and a schedule to significant milestones.

The Government understands that with the scope and geographical coverage of the proposed service areas, transition activities are necessary; however, supplies being provided under this contract are vital and must be continued without interruption. Full contract conversion shall begin no later than 90 calendar days from the notice to proceed. Due to the size and complexity of this requirement, during this transition period (implementation), the contractor shall have five (5) calendar days to complete assessments in accordance with (IAW) with Statement of Work (SOW) paragraph 4.2(i) and ten (10) calendar days to complete installations IAW with SOW paragraph 4.4(a). After thirty (30) days of contract performance, the contractor shall provide the Contracting Officer with an Assessment and Installation Report (refer to SOW paragraph 8.7).

13.0 Contractor Personnel Security Requirements: All contractor employees who have access to Personally Identifiable Information (PII) shall be the subject of a background investigation and must receive a favorable adjudication from the VA Office of Security and Law Enforcement prior to contract performance . All contracted employees providing service under this contract shall be required to perform a fingerprint check prior to performing any assessment and/or installations at a Veterans place of residence. (See Attachment E-Fingerprinting Locations). This requirement is applicable to subcontractor personnel requiring the same access.

1. Position Sensitivity – The position sensitivity has been designated as Low Risk

2. Background Investigation – The level of background investigation commensurate with the required level of access is either a Special Agreement Check or National Agency Check with Written Inquiries,

3. Contractor Responsibilities -

a. The contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain a U.S. citizenship, and are able to read, write, speak and understand the English language.

b. The contractor shall submit the following information to the CO within 5 days of receipt of contract award:

i. Applicant’s full name to include complete middle names

ii. SSN

iii. Date of birth (DOB) and place of birth to include city, state, country

iv. Occupation

v. Email address of company’s POC to send results and resolve issues

c. The contractor, when notified of an unfavorable determination by the Government, shall withdraw the employee from consideration from working under the contract.

d. Failure to comply with the contractor personnel security requirements may result in termination of the contract for default.

4. Government Responsibilities -

a. The VA Office of Security and Law Enforcement will provide the necessary forms to the contractor or to the contractor’s employees after receiving a list of names and addresses.

b. Upon receipt, the VA Office of Security and Law Enforcement will review the completed forms for accuracy and forward the forms to the office of Personnel Management (OPM) to conduct the background investigation.

c. The VA Office of Security and Law Enforcement will notify the contracting officer and contractor adjudicating the results of the background investigations received from OMB.

d. Upon being notified about a favorable determination, the contracting officer may issue a notice to proceed to the contractor.

13.0 Infection Control Procedures and Emergency Preparedness

In the event of a declared National, State or other Emergency which affects the Contractor’s ability to perform in accordance with the specifications in the Statement of Work (SOW), the contractor shall have an action plan and protocols in place which comply with local, state, federal and Department of Veterans Affairs requirements. The contractor shall provide notification of implementation of action plan and protocols within 48 hours of declared National or State Emergency to the Contracting Officer, COR and VHA PSAS employee. In the event a National or State Emergency has been declared at time of award, the contractor shall submit a written action plan and protocols to the Contracting Officer, COR and Prosthetic Representative within 48 hours of award notification.

a. The contractor shall follow VHA and applicable local/state/national public health and infection control guidance and personal protective equipment (PPE) requirements in the Veteran’s location/servicing location. Contractor shall be responsible for the provision of all required PPE.

b. The contractor will provide to the Contracting Officer and COR an electronic copy of all infection control, cleaning and safety procedures that the contract staff will practice on-site at the Veteran’s home.

14.0 Training Requirements:

14.1 VA Required training:

All contractor and subcontractor employees performing work under this contract and those who will have access to Veteran records and other privacy act information are required to complete the Veterans Health Administration (VHA)’s mandatory VHA Privacy-HIPAA and Privacy-Information Security training courses.

a. Completion of the VA Privacy-HIPAA and VA Privacy-Information Security Trainings.

b. All contractor employees performing work under this agreement and those who will have access to patient records and other privacy act information are required to complete the Veterans Health Administration (VHA)’s mandatory VHA Privacy Policy and HIPAA/Information Security training courses. A list of these contractor employees must be provided to the COR immediately upon award and annually thereafter to ensure VA Talent Management System (TMS) access and complete the VA training requirements.

c. https://www.tms.va.gov/secureauth35/

14.2 Ramp manufacturer training:

Current ramp manufacturer training certificates for contractor staff must be maintained and made available to the VA upon request.

14.3 Company specific training:

Current company specific training completion certificates or proof of training for contractor employees must be maintained and provided to the VA upon request.

14.3.1 All training certificates shall be forwarded as one submittal package to the Contracting Officer within fifteen (15) calendar days of Award.

NOTE: If the contractor employees require a VA TMS account be set-up, an additional 15 calendar days is authorized for training completion.