36C79123R0001_1.docx

36C79123R0001

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

UEI:

EFT:

PHONE:

FAX:

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

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

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

25. ACCOUNTING AND APPROPRIATION DATA

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

ARE

ARE NOT ATTACHED.

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

ARE

ARE NOT ATTACHED

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

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

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

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

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

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

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

36C79123R0001 10-20-2022 Susan Dela Cruz susan.delacruz@va.gov 303-273-6246 11-21-2022 3:30 pm

MST

Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden

CO

80401-5621 X 811219 $22 Million N/A X CSAS National Contract for Veterans in the United States and its territories

Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden

CO

80401-5621

Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden

CO

80401-5621 303-273-6231 303-215-9140 See CONTINUATION Page The Department of Veterans Affairs is seeking to procure Wheeled Mobility Repair Services to include Complex Technology (CRT) or Customized Powered Wheelchair, Manual Wheelchair, and Scooter to meet the needs of the Veteran.

The period of performance for this contract is from the Date of award through one year, with four option periods Of one each year.

All questions or concerns are due by close business day, November 4, 2022 at 3:30 pm MT.

See CONTINUATION Page X X Susan Dela Cruz

VA-OPAL-NAC-2022-365342

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

Repair Services for Medically Prescribed Mobility Equipment

1. Background and Objectives The Department of Veterans Affairs (VA) Commodities and Services Acquisition Service (CSAS) and the Denver Logistics Center (DLC) manage a holistic supply and service chain management for the VA National Audiology, Prosthetics, and Telehealth Programs and supports VA and other Government agencies with professional acquisition and logistical services. The CSAS and the DLC have been tasked with a requirement to procure Wheeled Mobility Repair that will include Complex Rehab Technology (CRT) or Customized Powered Wheelchair, Manual Wheelchair, and Scooter Repair Services of Medically Prescribed Wheel Mobility equipment aligning to the VA Mission Act to meet the needs of the Veteran.

CSAS/DLC strategy shall obtain volume-based discounts, committed pricing, and nationally streamlined ordering processes through innovative integration using a combination of VA Remote Order Entry System (ROES) and Contractor’s Commercial System that allows for eligible Veterans and or VHA Clinicians/Prosthetic staff to place repair requests with the contractor without going through local or Regional Contracting Offices. This solution greatly improves VA’s service delivery outcomes for the Veteran beneficiary. ROES will be used to order, track, invoice and report all repairs completed by the contractor.

This is a Non-Personal Service; Performance-Based Contract and the success of this contract depends on not only the performance satisfaction of the requirement but on the satisfaction of the Veteran beneficiary or VHA Clinical Staff on services received. Rather than a list of tasks of activities, this Performance-Based Work Statement is an expression of VA’s expectation of the service to be performed by the Contractor. A higher level of effective communication between the Government and Contractor is essential for partnering for this performance-based service contract to succeed. The success of this Contract is shared between the Government and the Contractor.

The objectives of this contract are to:

A. Establish a singular national contract that can serve the entire the United States and its territories for Wheeled Mobility Repair that will include Complex Rehab Technology (CRT) or Customized Powered Wheelchair, Manual Wheelchair, and Scooter Repair Services for medically prescribed wheeled mobility equipment of manual wheelchairs, customer-powered wheelchairs and scooters to eligible Veteran beneficiaries.

B. Augment the VA’s ability to provide repairs for wheeled mobility devices to eligible Veterans in current and future years by providing improved access to repairs and the reporting of the repairs completed by using the contractor through an automated system in conjunction with VA systems.

C. Establish a customer service point of contact that is Veteran and VA Staff centric for service requests, quality assurance reporting, repair trend reports and maintenance or manufacture recall follow ups to include the use of modern technology in web and mobile applications with ease of use for all users. Schedule and complete repair or maintenance services meeting Original Equipment Manufacturer (OEM) requirements and streamline the administrative processes associated with the management and coordination of repair and maintenance requests to achieve efficiencies and create shorter maintenance and repair turnaround times.

D. Ensure customer satisfaction and quality assurance of repairs by providing world class customer service to Veteran beneficiaries and VA Staff.

E. Leverage the VA enterprise account to establish favorable pricing for repairs and parts through cost savings by streamlining internal processes and billing practices in conjunction with current commercial standards.

The service requirement identified in the contract may be sought as a complete comprehensive requirement that may cross over multiple service categories, including other direct costs (ODCs) or may be sought as a single service or multiple services allowing the customer the option to choose services that can be customized to meet the unique needs.

2. Scope/Requirement The scope of this contract covers the most commonly used repair services for the complete operation and maintenance of Wheeled Mobility Complex Rehab Technology (CRT) in prescribed manual and powered wheelchairs, highly customized power and manual wheelchairs and mobility scooters, otherwise referred to as “mobility devices.” This contract will provide coverage for the entire geographic area of the United States of America and its Territories and for an estimated amount of 132,000 repairs yearly.

“Repairs” are defined as unscheduled work required to prevent the breakdown or failure of a wheeled mobility device, or to return the wheeled mobility device back to service after a breakdown or failure.

“Service Calls” are defined of requests for repairs contacts from Eligible Veterans or VA staff to contractor.

“Eligible Veteran Equipment List” is defined as the eligible Veteran list with their contact information, Veterans Integrated Service Network (VISN), and the equipment issued to the Veteran. The Government reserves the right to automate the Eligible Veteran Equipment List at a later date. This list is from the Prosthetics Record (VA Form 2319).

The contractor shall manage the total work effort associated with the operations, maintenance and repair and all other services herein to assure fully adequate completion of these requirements. Included in this function are a full range of administrative or management duties including, but not limited to scheduling, report preparations, establishing and maintaining records and quality control. The contractor shall provide adequate staff with necessary expertise to assure the performance of the work for the requirement is met.

All aspects of the work program shall be performed in an organized, systematic manner to assure services will be performed that ensure the repairs are completed in a professional, timely manner. During the course of this contract, the contractor must comply with all federal, state and local laws and regulations in regard to services rendered.

The actual equipment repairs may take place at the Veteran’s residence, VA facility or public location. The assigned technician will schedule the repair service the same day or in accordance with the Veteran’s request. The repair will be completed as soon as possible if parts are available. If additional parts are needed, a return date will be set between the technician and the Veteran to complete the repair. Once completed, the technician will send documentation back to contract service rep to close the ticket and update the file. The contractor shall complete all repairs within 20 days from initiation of authorization unless further authorizations are needed.

The contractor may provide a subcontractor(s) or joint venture entity other than themselves to provide maintenance and repair services on mobility devices. If so, the contractor shall ensure that the subcontractor(s) is an acceptable third-party service with the proper certifications and qualifications to maintain and repair the various mobility products to manufacturer OEM standards. The VA will review and approve of the contractor’s subcontracting plan, joint venturing agreements and/or mentor protégé agreements.

2.1 Performance Workflow Diagram

The diagram attached encompasses the proposed workflow taking into consideration commercial contractor practices and VA-centric ROES systems and shows the process guiding the completion of repair service. ROES Workflow Diagram (Section D - Attachment 4).

2.2 Performance Workflow Explanation

The Veteran initiates a repair request via contractor’s commercial toll-free phone number and or world wide web/mobile application. Contractor’s customer service representative then verifies eligibility using the Eligible Veteran Equipment and initiates repair ticket authorization and requests the Veteran to verify repair issue/error code and/or diagnose further. Customer service representative will institute basic triage questions with the Veteran. These questions may include but are not limited to:

· Is the charger plugged into an electrical outlet?

· Is the on-off switch in the “on” position?

· Do you have a back-up mobility device?

There will be a one-time charge if the Veteran called 3 times (maximum) in a 24-hour period. DLC ROES will send a message to the Clinician’s Facility to reassess the Veteran’s manual wheelchair, powered wheelchair, or scooter’s condition or the Veteran will need additional training on use of their manual wheelchair, powered wheelchair, or scooter equipment.

Contractor will be responsible for documenting what exactly needs to be repaired and each item needing repair or replacement should be delineated into 15 minutes increments. If a repair or replacement is necessary in addition to the original request of the repair service, it will be added when submitting for request of authorization (i.e. repair order was for a battery replacement, upon further investigation it needs a new motor).

Authorization is sent to the DLC for review and approval and assignment of a purchase order/taskorder to proceed. Also, VA Staff and Veterans are required to be able to see the status of their repair request through customer access website while waiting for completion. Repair technician then completes service and contractor submits invoice.

3. Performance Tasks The tasks covered under this scope encompasses commercial wheelchair mobility repair services. The required contract line items 001 through 007 are the minimum services the Contractor shall provide to compete for the contract under this solicitation. The Contractor shall furnish all qualified/certified personnel, labor, materials, tools, parts, equipment, supervision, and oversight required to perform customer contact operations with repair services in accordance with the performance work statement of this contract. The contractor shall ensure that veteran eligibility is verified and that DLC authorization is obtained prior to conducting repair services.

3.1 Task 1: Customer Repair Administration Line Items 001-003 The contractor shall furnish all personnel, labor, materials, equipment, parts, tools, supervision, transportation and oversight to perform the in-take, scheduling, and billing of repair services from Veteran and VA Clinical staff. The contractor shall be responsible for verification of Veteran Eligibility to participate in repair services under this contract, in accordance with the Performance Work Statement. VA shall have the ability to add and change the Eligible Veteran’s Equipment List on the vendor’s portal website.

The contractor shall manage and coordinate mobility device repair services and resolve the repair issues through commercial standards (e.g., customer communication, safety, staff management plans) and agreed to VA-centric processes (e.g., ROES, IVR/Triage scripts). The contractor shall provide Health Insurance Portability and Accountability Act (HIPAA) compliant digital applications (web or mobile) and or toll-free voice services in English and Spanish related to communication of repair services required for Veteran and or VA Clinical Staff.

3.2 Task 2: Repair Services Line Items 001-003

The Contractor shall furnish all qualified/certified personnel, labor, materials, parts, tools, equipment, supervision, transportation, and oversight required to perform maintenance and repair services in accordance to manufacture standards to ensure acceptable continual operations of the mobility devices. The Contractor shall be knowledgeable of the equipment, parts and components that are covered by manufacturer warranty and the duration of such manufacturer warranties. All defects in material or workmanship shall be reported via repair ticket.

The Contractor shall provide OEM, OEM-qualified or approved third-party technician services related to the operational maintenance and repair of mobility devices. Where applicable, all persons employed in the repair of wheeled mobility devices shall have appropriate state, or local licenses or credentials prior to performing work.

The Contractor shall always have available: a sufficient number of OEM, OEM-qualified and/or approved third-party technicians with an on-site response time (service level) of three (3) business days or less for repairs after initial contact established.

Approved Third-Party Service Provided In some cases, the OEM may approve a commercial entity other than itself to provide maintenance and repair services on specified mobility devices. If so, this entity is an acceptable third-party service provider with certification from the OEM of their qualifications to maintain and repair that OEM’s products.

Acceptable Continual Operations of Mobility Device performance is defined as:

· Performance specification set by the OEM for that mobility device.

· Performance specifications defined in a standard operating procedure for a method validated for that type of mobility product.

3.2.1 Equipment Cleaning/Disinfecting (Wheeled Mobility Devices) The Contractor shall sanitize all durable medical equipment (including mobility devices) with an appropriate disinfectant solution that meets Joint Commission on Accreditation of Healthcare Organizations (Joint Commission throughout the remainder of this document), Center for Medicare and Medicaid Services (CMS), Centers for Disease Control and Prevention (CDC) and/or manufacturer disinfectant standards for durable medical equipment. Cleaning is preliminary to disinfecting. The manual process usually involves surface cleaning of the equipment to reduce the number of microorganisms on the equipment to a level which is considered safe for human use.

The Contractor shall disinfect/sanitize according to one of the following:

i. Joint Commission Infection Control (IC) Standards;

ii. Manufacturer’s established guidelines;

iii. Company’s policies and procedures – in line with manufacturer’s guidelines and VA guidelines on reusable medical equipment; or

iv. Occupational Safety and Health Standards, incorporated as US Title 29 Code of Federal Regulations (CFR), Part 1910 (Dated July 1, 1998). Title 29 CFR, Part 1910 may be viewed at the internet web-site: https://www.osha.gov/laws-regs/regulations/standardnumber/1910

The Contractor shall ensure that returned wheeled mobility devices shall be thoroughly cleaned and dried to prevent corrosion/rusting before reissue utilizing thorough infection control techniques. Clean plastic sheeting should cover all clean equipment.

Contaminated equipment placed in the same vehicle shall be separated from the cleaned mobility devices to avoid cross contamination (i.e., curtain in vehicle or wall).

3.3 Task 3: Rental Chairs Line Item 005 & Line Item 006

The contractor shall furnish a rental manual or powered wheelchair only when Veteran’s equipment cannot be fully restored, and they have no back-up wheelchair and VA authorization is received. The rental mobility device shall meet or exceed the safety and mobility standards and capabilities of current device. If approval is needed, it must come from a VA clinician. Communication to the VA clinician or other facility staff will be routed through the DLC ROES system, the Contracting Officer/Specialist, Contracting Officer Representative (COR), or the Program Coordinator.

For any repairs that are not able to be completed onsite, and render the chair inoperable, a rental chair will be authorized if one of the following criteria is met:

· No other back-up chair is available.

· Equipment not fully restored.

· Motor failures or other catastrophic failures.

· Repairs above 50% of chair value.

· Delayed repair after 48 hours (i.e. VA authorization and others that caused delay of repair).

3.3.1 Rental of Wheeled Mobility Product

The contractor shall provide a rental mobility device only after VA authorization. The rental mobility device shall meet or exceed the safety and mobility standards and capabilities of current device.

a) Rental fees for the rental mobility device will cover the cost of maintenance, repairs, replacements, adjustments, supplies, and accessories. Rental fees also include equipment delivery services and set-up. Payment of eligible fees will begin the day of delivery of the device and end on the day of pick up from the Veteran. Rental prices are charged daily, weekly, or monthly rate.

b) Replacement of the rental equipment may occur when the rented item is irreparably damaged, or if replacement is required during repair and/or maintenance of a specific item.

4. Performance Based Minimum Technical Requirement

4.1 Repair Ticket Initiation

The contractor shall provide a multifaceted approach in which eligible Veterans or VA Clinical Staff can initiate repair services by OEM or OEM-qualified technicians with an onsite repair through HIPAA-compliant digital applications (web or mobile) and or toll-free voice services in English and Spanish.

a. Shall be FDA section 508 compliant.

b. Shall be operational 24/7, 365 days of calendar year.

c. Shall service approximately 123,000/year of calls/contacts through contact center.

d. Shall provide commercial Interactive Voice Response (IVR) script for customer contact that will be reviewed and approved by VA. IVR script with scenarios for handling increased call volumes with prolonged hold times due to inclement weather, contracted system outages or other unplanned outages. IVR scripts should have at least 2 language options – English and Spanish.

4.2 Veteran Eligibility

The contractor shall verify eligibility and get authorization from the DLC via ROES prior to conducting repairs:

a. The Contractor shall be responsible for verifying Veteran eligibility using the Eligible Veteran Equipment List and requesting authorization for repair orders through ROES once eligibility is determined. The VA shall provide contractor the Eligible Veteran Equipment List with Veteran Eligibility information on Veterans who are eligible based upon the VA Prosthetics program guidelines. This list will be provided upon award and prior to VA facility launch. VA will need access to contractor’s portal on added wheeled mobility equipment after launch in VA facilities.

b. The Contractor shall utilize process ROES Workflow Diagram (Section D – Attachment 4) as guidance.

c. The Contractor initiate repair ticket shall include the following information in contractor commercial system:

· Veteran Full Name and Address

· Mobility Equipment Chassis Serial Number

· Description of Repair Problem or Repair Type

· Date of Repair Request

· Date of Repair Services completed

· Description of Actions taken to resolve repair (replaced parts, realigned seat etc.).

· Contractor/Subcontract Name, Address, Phone who completed repair

· Contractor Point of Contact Information for questions from VA. This authorization shall always accompany invoice.

4.3 Customer Service Quality

The Contractor shall provide proactive customer service in an acceptable quality manner in accordance with Quality Assurance Surveillance Plan (QASP) to be provided within 30 days after awards defined by elements below:

a. Maintain and operate a customer point of contact for VA staff and Veteran Beneficiaries to request repair services.

b. Quality Control Plan (QCP).

i. The Contractor is responsible for ensuring services are performed in accordance with PWS requirements. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

ii. The Contractor shall be required to develop and submit a QCP to the COR for Government approval within 30 days of Award. The QCP shall outline how performance issues will be remedied or addressed (i.e. performance improvement plans, suspensions, reprimands and/or terminations).

c. Customer Relationship Management (CRM): A robust, courteous CRM program, including planning, scheduling, tracking and control activities involved with customer repair services, to include customer support by going through manufacturer recommended pre-diagnosis and or remote diagnosis and evaluation for identification of repair issues through the multifaceted platform.

i. The contractor shall be required to develop and submit a Customer Communication Plan to document the approach to communicating with the Veteran Beneficiary as approved by VA. The plan shall be delivered to VA in accordance to Schedule of Deliverables.

The Communications Plan must detail the key messages that must be articulated to the Veteran stakeholders, as well as the timing associated with the delivery of those messages. In addition, the Communications Plan must contain the desired outcomes for the communications, as well as the vehicles for communications distribution.

ii. The contractor shall produce and provide a card/sticker/pamphlet for Veterans in the program which includes information on how to request a repair. In addition, the contractor shall print/distribute the materials after VA approval is granted. The VA will provide the contractor with Eligible Veteran Equipment List.

iii. The contractor shall not market repair services to ineligible Veterans or those not identified eligible by the VA i.e. Veterans not identified on the Eligible Veteran Equipment List. All publications and materials about the repair services will be created with and approved by VA via Contracting Officer and Contracting Officer Representative.

4.4 Repair Service

Service Repair Technician to make initial contact with Veteran Beneficiary requesting repair – within 2 hours of authorization, if not already completed at time of intake, to complete an assessment in accordance with manufacturer specifications. Service Repair Technician will minimally attempt at least 2 phone calls to establish repair assessment. Service technicians shall initiate the field service report to include estimated time to complete repair work, price of labor and any parts to be replaced with prices. Complete repairs based upon established Price Schedule in Attachment 2 - in accordance with manufacturer specifications and guidance provided in user/service manuals:

a. Parts: The contractor shall furnish and replace all parts to meet PWS requirements. The contractor shall not use unapproved or gray market parts for replacement.

b. The contractor shall not complete repair if the original manufacturer’s parts are not accessible or able to be purchased due to age of equipment; thus, requiring the installation of new or improved equipment or modifications to existing equipment. The contractor shall contact VA to receive further direction.

4.5 Contractor Plans and Reports

The Contractor shall provide the following reports identified in this section as part of contract administration. Contractors will not be compensated directly by the Government for the preparation and delivery of the requisite reports for the duration of the contract, including the contract base period and all option periods and extended performance periods if applicable.

4.5.1 Customer Experience and Communication Plan

The contractor is responsible for the customer experience under this IDIQ with the Veteran and VA Program office. The contractor shall develop a Customer Relationship Management and Communication Plan to document the Contractor’s approach to communicating with Veterans in regard to repair services being offered, how to obtain repairs, as well as information on the process for VA Program stakeholders. The plan shall be delivered to the VA as in accordance with Deliverables and Performance Section.

4.5.2 Safety & Accident Prevention Plan

The contractor shall submit a Safety and Accident Prevention Plan outlining contractor controls on safety and prevention of accidents in repairs. The contractor will not be allowed to start any work on awarded contract until an acceptable accident prevention plan has been submitted and approved by the Contracting Officer. This plan must be submitted within 15 calendar days from contract award. The contractor will receive official notification of the acceptance of his accident prevention plan upon review by contracting officer.

The plan shall at a minimum include:

· Demonstrate a management commitment to employee and subcontractor safety and health.

· Identify the application of the safety and health plan to subcontractors.

· Identify the roles and responsibilities of the following individuals: Management, supervisors, safety coordinator.

· Identify applicable safety rules and regulations.

· Include a worksite hazard analysis to include base line hazard identification and required control measures.

· Identify employee safety and health training requirements and the documentation process.

· Include employee hazard reporting procedures.

· Identify individuals responsible for correction actions.

· Identify first aid/injury procedures.

· Identify procedures for accident investigation and reporting.

· Identify emergency response procedures.

4.5.3 Status Reports

As directed by VA, these reports shall be defined in the Performance Work Statement and shall be prepared by the Contractor.

4.5.3.1 Customer Satisfaction Report

The Contractor shall collect satisfaction data from contacted Veterans and/or Veteran Family on a quarterly basis in accordance with Joint Commission Standards. A copy of the survey results shall be submitted to CO/COR in quarterly reports via email. The quarterly report is due to CO/COR within 10 business days after the conclusion of the quarter. The reporting quarters are as follows:

· 1st Quarter: October 1 through December 31

· 2nd Quarter: January 1 through March 31

· 3rd Quarter: April 1 to June 30

· 4th Quarter: July 1 through September 30

4.5.3.2 Infection Control Report

The Contractor shall collect, analyze, trend and report on data related to the Contractor’s Infection Control Program to the COR on a quarterly basis for contract performance. The quarterly report is due to COR within 10 business days after the conclusion of the quarter.

4.5.3.3 Incident Report

The Contractor shall report special incidents found or occurring during a home visit; to include finding Veteran in need of emergency medical services, safety hazards that do not fall into the category of presenting immediate life-threatening danger to the Veteran or Contractor staff, inability to contact a Veteran within a reasonable period of time, and any other incident meeting Contractor’s written policy for incident reporting according to Joint Commission Accreditation Standards.

All reports, containing Veteran information, shall be provided to the CO/COR via encrypted email using a standard encryption scheme, such as PKI within 24 hours. Contractor’s encryption will be tested prior to work being started after contract award. Life-threatening situations (i.e. 911, police, and any other emergency) shall be reported to the proper authorities immediately. The Contractor shall maintain a file containing all incident reports at its place of business.

4.5.3.4 Accident Reporting

The Contractor shall comply with OSHA for record keeping and reporting of all accidents resulting in death, injury, occupational disease, or adverse environmental impact. The Contractor shall provide a verbal report to the COR and Contracting Officer within four (4) hours of each such occurrence. A completed typed original plus one (1) copy of report shall be delivered to the COR within five (5) calendar days from occurrence, whenever an accident involving personal injury occurs.

4.5.3.5 Invoice Report

The invoice report is a report of all tendered invoices under this contract. The report should be submitted monthly via email to CO/COR using Microsoft Excel within 10 business days of the end of the calendar month. The report should include Contract Number, ROES Purchase Order Number/Task Order, Invoice Number, Invoice Date, and Invoice Amount.

4.5.3.6 Utilization of Small Business Reporting

If required according to its business size, the Contractor shall submit the subcontracting plan prior to award and updated annually. For more information, the website is available at https://www.va.gov/opal/nac/fss/sbsp.asp including the subcontracting plan templates and VA’s subcontracting goals/percentages. The website is suggested format only. Other format is acceptable as long as all the identified elements must be included in the subcontracting plan.

Each report shall be submitted to CO/COR within 30 days of closed reporting period.

4.5.4 Eligible Veteran’ Equipment List

The VA shall provide the Contractor the Eligible Veteran Equipment List with Veteran Eligibility information on Veterans who are eligible based upon the VA Prosthetics program guidelines. The Contractor shall update the Eligible Veteran Equipment List for accuracy and submit on the last Friday of the month to COR.

4.5.5 Repair Trend Analysis

The Contractor shall collect, analyze, trend and report on data related to the Usage, Repairs completed, Repair Trends and or Recalls and/or Manufacturer Quality Issues. This report should be submitted on the last Friday of the month via email to CO/COR. The VA shall have the ability to add and change the Eligible Veteran’ Equipment List on the vendor’s portal website.

4.6 Minimum Warranty Requirements

Warranty terms: the offeror shall provide the terms of any warranty covering the offered repair services for review by Government.

Please Note: The warranty requirements listed in the minimum technical requirements are considered minimum, unless otherwise stated. If the manufacturer’s standard warranty exceeds the specified warranty, the manufacturer’s standard warranty will apply. An offeror’s warranty terms that are unfavorable or places greater restrictions on the Government than stated in FAR 52.212-4(o) will not be accepted.

1. The Contractor shall provide a warranty. The standard commercial warranty to repair or the replacement of faulty pieces or parts of any work completed or being performed by technician shall apply. If the contractor’s standard repair exceeds the specified warranty, the contractor’s standard warranty will apply.

2. The Warranty is nontransferable if the equipment of Veteran beneficiary is sold or donated.

5. General Compliance Requirements

5.1 Contractor Responsibility

The Contractor's work and responsibility shall include all planning, administration, and management necessary to provide services as specified. The work shall be conducted in accordance with the contract and all applicable Federal, State and Local laws, regulations, codes, or directives. The Contractor shall perform all related Contractor administrative services necessary to perform the work, to include the following: supply, quality control and maintenance of accurate and complete records, files, and libraries of documents to include Federal, State, and Local laws, regulations, and codes which are necessary and related to the functions being performed. The billing shall reflect the quantity of services actually provided.

5.2 Management and Personnel

The contractor Project Manager and Repair Supervisor shall conduct overall management coordination and shall be the central point of contact with the Government for performance of all work under the contract. The Project Manager and Repair Supervisor shall be identified in the Quality Assurance Surveillance Plan (QASP) 30 days after award (Section D – Attachment 5).

A competent Contractor employee shall be designated to act for the Project Manager during the Project Manager's absence. The Contractor shall provide written forty-eight (48) hour advance notice of such designation to and shall be approved by the Contracting Officer.

The identified contractor Project Manager and any individuals designated shall have full authority to contractually bind the Contractor for prompt action on matters pertaining to execution of the contract. The Project Manager and any individuals designated shall be able to understand, speak, read, and write the English language.

5.2.1 Training, Licensing, and Certification

Contractor and subcontractor personnel engaged in the activities specified by this contract shall be also required to possess certificates of training, licenses, and permits as required by the state, county, parish, city, and other local jurisdictions for custom powered, manual and scooter repairs as required by state, county, parish, city, and other local jurisdictions.

The Contractor shall provide to the Government documentation of the certificates of training, licenses, and permits for all new employees not later than seven (7) days prior to that person beginning work under the terms of this contract. The Contractor shall ensure that all certificates of training, licenses, permits, and bonds are current and valid. All offers must include documentation and proof of the above certifications and qualifications for each employee. All personnel working on the contract must be U.S. Citizens.

Contractor shall have access to all proprietary OEM information in regards to recalls, repairs, technical manuals or software updates for this service. Examples of this information would be software update or factory bulletins that describe the updates/modifications needed to make the equipment under this contract safe for use.

5.2.2 Permits

The Contractor shall, without additional expense to the Government, be responsible for obtaining all necessary licenses and permits in connection with the performance of this contract. The Contractor shall also be responsible for complying with any applicable Federal, state, and municipal laws, codes, or regulations.

5.3 Health & Safety Compliance

5.3.1 Health and Safety Standards

All work shall be conducted in a safe manner and shall comply with Occupational Safety and Health Administration (OSHA) and commercial practices, to include the use of Personal Protective Equipment (PPE). The Contractor shall assume full responsibility and liability for compliance with applicable regulations to the health and safety of personnel during the execution of work and shall not hold the Government liable for any action on its part or that of VA employees or veterans, which result in illness, injury or death.

Contractor is responsible for establishing these requirements for all subcontractors who qualify as subcontractors under the resulting contract.

5.3.2 Safety Requirements and Reports

All work shall comply with the applicable requirements of 29 CFR 1910/1926 and 40 CFR 761. All work shall comply with applicable state and municipal safety and health requirements. Where there is a conflict between applicable regulations, the most stringent will apply.

Contractor employees shall be required to provide the COR or CO Material Safety Data Sheets (MSDS) of all chemicals used in repair services upon request. If the Contractor fails or refuses to comply promptly with safety requirements, the Contracting Officer may issue a stop work order or part of the work, until satisfactory corrective action is taken. No part of the time lost due to any such order shall be made the subject of a claim for extension of time or for excess costs or damages to the Contractor.

5.3.3 Activity Hazards Analysis

The contractor shall conduct an Activity Hazards Analysis (AHA) upon each repair.

5.3.3.1 Hazardous and Special Waste

Any material which poses a hazard to health and/or environment as defined in the Resource Conservation and Recovery Act (RCRA) of 1976 and regulations implementing those laws and similar local laws and regulations. Such wastes include but are not limited to those materials which are toxic, corrosive, ignitable or reactive, requiring special handling and procedures for disposal. This waste shall not be collected as part of this contract.

5.4 Quality Control

The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this IDIQ regardless of whether the work is performed by contractor employees, teaming partners, or subcontractors.

The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

The Contractor shall provide a general Quality Control Plan (QCP) with the technical proposal.

The Contractor shall submit the final QCP to CO within 30 calendar days after contract award based on items awarded to the Contractor and Government comments. The general Quality Control Plan must demonstrate how the Contractor will assure quality meets the requirements and specifications of the contract.

5.5 Quality Assurance

Once the QCP is approved, careful application of the process and standards presented in Quality Assurance Surveillance Plan (QASP) (Section D – Attachment 5) will be utilized to monitor quality control. The QASP is a “living document” and the Government may review and revise it on a regular basis. The Government will coordinate changes with the contractor through contract modification. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing the surveillance activities. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against the performance standards shown in PWS 8.4 (Performance Requirements Summary Table).

The VA will use a Quality Assurance Surveillance Plan (QASP) (Section D - Attachment 5) as guidance for monitoring the required performance standards and supplies.

5.6 Quality Control Files

Contractor shall maintain a file of all inspections and repairs conducted by the Contractor to include any corrective actions taken. This file shall be subject to Government review quarterly during the contract term, to include any extensions of contract term. The file shall be the property of the Government and shall be turned over to the Government upon completion, or termination, of the contract.

6. Packaging and Marking

6.1 Marking Instructions for Reports

All deliverables required under this contract shall be packaged, marked, and shipped in accordance with Government specifications. At a minimum, all deliverables shall be marked with the Contract Number, Dates of Service and Contractors Name.

6.2 Payment of Postage Fees

All postage and fees related to distribution of deliverables including forms, reports, etc. shall be paid by the Contractor.

7. Inspection and Acceptance

In accordance with FAR 52.212-4(a) the following is added:

Note: Official Government Logos such as VA shield and/or reference to VA will not be permitted on contractor equipment.

Contractor shall ensure all documentation submitted for invoice approvals has been verified for accuracy and completeness. Invoice approvals will not be issued until all required documentation is complete.

7.1 Inspection

7.1.1 Records and Documentation

The Government will conduct inspection on records and documentation in accordance with the QASP (Section D – Attachment 5).

7.1.2 Operation and Repair Inspections

The Government reserves the right to make any test or inspection it deems necessary to make sure all the performance requirements are being maintained. The Contractor shall complete any repairs or deficiencies specified in the inspection report within 20 calendar days. Cases should be closed within 30 calendar days unless there is an extenuating circumstance i.e. backorder of parts, shipping delays, etc. Deficiencies not corrected within given timeframe may result in unsatisfactory or marginal reporting in Contract Past Performance System. The contractor shall provide a report on corrected deficiencies to the COR and CO. At its discretion the Government may re-inspect.

7.1.3 Safety Deficiencies

If any condition is disclosed which constitutes a safety hazard to either the Veteran Beneficiary, VA Staff, or Contractor, the COR/CO shall be notified immediately.

7.2 Acceptability

The work and any services performed shall be accepted only when in full compliance with the contract specifications. For purpose of acceptance, the Quality Control (QC) Program shall be considered as work or service and shall be subject to acceptance throughout the term of the contract to include any extensions of contract term. The Contractor shall notify the COR in writing of any proposed change to the QC Program. No change shall be implemented prior to review and approval of the change by the CO.

7.3 Government Remedies

The Contracting Officer shall follow the requirements of FAR 52.212-4, Contract Terms and Conditions for Commercial Items, for contractor’s failure to correct non-conforming services.

8. Deliverables and Performance

8.1 Place of Performance

This contract will provide coverage for the entire geographic area of the United States of America and territories.

The work effort defined in this IDIQ shall be performed at various government site and/or contractor and/or Veteran Beneficiary domicile site locations both within the continental United States (CONUS) and outside the continental United States (OCONUS) in its territories.

The performance location requirements for specific locations will be included in subsequent task orders placed against this IDIQ.

8.2 Period of Performance

The period of performance for this contract is from the date of award through one year from award date, with four option periods of one year each. The dates are anticipated to be as below but depending on the actual award date may be adjusted.

8.3 Deliverables and Submittals Table

The following table contains deliverables required under the Basic Contract. The Government does not waive its right to request deliverables under the contract, even if such requirements are not specifically listed in this table.

Contact Center Reporting (Repair Tracking Report) (monthly financial/trend report) Invoice report

Repair Service

8.4 Performance Requirements Summary Table

The inquiry response database may not contain more than 5% of incorrect, inaccessible or inappropriate lines of information.

-100% Scheduled down times are announced 5 days ahead of event.

· Random inspection (site visits, telephone calls, remote access)

· Review of Contractor Operations Reports.

· Review of Telephone System Reports.

· Review database for accuracy, appropriateness and accessibility information.

· Reviewed automated systems data.