36C79123R0001_0001.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 3:30pm MT

MST

Department of Veterans Affairs Commodities & Services Acquisition Svc (003B6E) 555 Corporate Circle Golden CO 80401-5621

X

811219 $22 Million

N/A

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

TBD

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

Susan Dela Cruz

VA-OPAL-NAC-2022-365342

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 Price/Cost Schedule Schedule of Services The offeror shall provide firm fixed price (FFP) pricing for services described in Performance Work Statement (PWS) for this Indefinite Delivery Indefinite Quantity (IDIQ) contract. The offeror is responsible for ensuring all service employees are paid in accordance with DOL Service Contract Act Wage Determinations SAM.gov | Search.

The contractor is responsible for ensuring that the base rates proposed for personnel subject to the Service Contract Act (SCA) Wage Determinations meet the corresponding minimum wages established by the Department of Labor (DOL) for the corresponding region (State/county) in which the repair work or call center work is performed.

Pricing Methodology:

LINE ITEMS 001 to 003 are Firm Fixed Price (FFP). Contract pricing shall cover all repair services charges to the Government in performing the PWS.

The quantity of services to be provided by the offeror is estimated at 132,000 repairs yearly (i.e., manual wheelchair repairs = 52,800, powered wheelchair repairs = 39,600, scooters = 39,600). This estimate is not a representation to the offeror that the total estimated quantities will be ordered, or that conditions affecting the requirement will remain stable or normal.

The Contractor shall provide all repair services, transportation, supervision, and management support on a non-personal service-basis necessary for powered wheelchair, manual wheelchair, and scooters for any location within United States and its territories (Puerto Rico and Island Areas & Foreign (Guam, American Samoa, U.S. Virgin Islands, and Northern Mariana Islands)) on a FFP basis.

The Contractor shall utilize Section D - Attachment 1 – Parts Being Repaired or Replaced Allowed Unit of Service when determining the Unit Price for each Unit of Service. For each listed part, there is a corresponding maximum Units of Service that are allowed for each repair (Allowed Units of Service). One Unit of Service = 15 minutes increments. The contractor will insert the base Unit Price per each Unit of Service and for each option year for repairs in the US and its territories in Section D – Attachment 2 – Price Schedule for repairing powered wheelchairs, manual wheelchairs, and scooters repairs. The Government listed the Allowed Units of Service in Attachment 1 (cell C) and will not pay over the Allowed Units of Service for each repair listed in Attachment 1. For example: a repair to a frame of a scooter is allowed up to 8 Units of Service x the Base Unit Price per state = total allowed cost (Attachment 2, tab 4, LI 003 - Scooters). 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 the invoice (i.e. repair order was for a battery replacement, upon further investigation it needs a new motor).

The Offeror will fill in the Base Year Unit Price and Unit Price for each option year on Attachment 2 – Price Schedule for each state and its territories for powered wheelchairs, manual wheelchairs, and scooters. The spreadsheet will automatically calculate the remaining cells. The Weighted Totals and Weighted Grand Totals will be used for evaluation purposes only. For example: the Weighted Total Base Year for powered wheelchairs in Alabama would be the Base Year Unit Price (cell B3) multiplied by estimated number of repairs in Alabama multiplied by an average for the Allowed Units of Service for powered wheelchairs. The average Allowed Units of Service is an estimate created just for evaluation purposes. The average Allowed Units of Service for powered wheelchairs is 10, the average Allowed Units of Service for manual wheelchairs is 8, and the average Allowed Units of Service for scooters is 6. To find the Weighted Grand Total for all states and territories, all Weighted Grand Totals will be summed.

The data of repairs per state are based on the estimated number of local Veterans only and based on the Veteran Population - National Center for Veterans Analysis and Statistics (va.gov). The estimated repairs are calculated on the percentage of local Veterans multiplied by the estimated manual wheelchair repairs of 52,800 per year. Repair estimates are only an estimate based on the state’s Veteran population and not actual repairs but will be consistent for price comparison among offerors. Attachment 2’s spreadsheet is already formatted and protected. Any tampering that causes changes to the format will automatically disqualify the offeror from the competition.

During solicitation phase, offerors can submit additional parts to be repaired or replaced not originally listed in Attachment 1 by sending an email with the parts being repaired/replaced and suggested Allowed Units of Service to the contracting officer and contract specialist before the due date and time for offers in accordance with E.2 Addendum to FAR 52.212-1 Instructions to Offerors Commercial Items. The Contracting Officer will review the request and submit to Technical Evaluation Board Members for approval. If the additional parts being repaired/replaced is reasonable, it will be incorporated through issuance of amendment to the solicitation.

LINE ITEM 004 is Fixed Price with Economic Price Adjustment rates for Parts. Contract pricing shall be for all parts used to complete the repairs listed in Attachment 3 – Master Equipment Models. Offeror shall provide all the parts and pricing shown in each model. Offeror will offer a fixed discount (percentage) for all manufacturers’ pricelists and that discount will be applicable for the duration of the contract. Repair parts under this Line Item will be paid at the awarded pricelists minus the discount. The annual value of the parts is estimated at $8,640,000 per year in parts to bring the equipment to full operation. Line Item 001 to Line Item 003 will cover all unit of services pricing. Government listed the initial Master Equipment Models; however, contractor will be responsible for managing and submitting new pricelists to DLC. Once awarded, an economic price adjustment clause will be applicable as set forth in this solicitation. Cosmetic repair and gray market parts pursuant to Section 10.2 are not authorized.

VA is requiring offerors to furnish dated manufacturer(s) commercial pricelists in response to this solicitation and offer a standard discount against pricelists that will remain effective for the duration of the contract. If price changes occur during the contract performance period, the Contractor shall notify the Contracting Officer in accordance with the Economic Price Adjustment clause included in this solicitation. Price evaluation for this line item will be based on the offered discount where a greater discount will be evaluated more favorably to the Government, e.g., a 10 percent discount offered against a pricelist will be evaluated more favorably than an 8 percent discount.

To evaluate proposed price for Line Item 004, the total dollar value of all items on the offeror’s price list(s) will be reduced by the fixed discount percentage. For price analysis, Offeror No.1 offers the lowest price after the adjusted value. Therefore, it is the best value to the Government. See chart below for example:

Formula for Determining Estimated Value of Line Item 004

(a) After award, the Contractor shall provide to the VA Contracting Officer and DLC the Authorized Manufacturer(s) Pricelist as provided on 9.6.3.1 Method of Exchanging Transactions. The Contracting Officer will provide detailed instructions for the electronic submission with the award notification. Some structured data entries in a prescribed format may be required.

(b) During the period of the contract, the Contractor shall provide one copy of the Authorized Manufacturer(s) Pricelist to any authorized ordering activity upon request.

Line Item 005 to Line Item 006 are Firm Fixed Price for the rental of a similar chair the Veteran is using until their equipment is fully operational.

The quantity of rental equipment to be provided is estimated at 1,383 rentals yearly. This estimate is not a representation to the offeror of the total estimated quantities to be ordered, or that conditions affecting the requirement will remain stable or normal.

The fee is tiered to accommodate for period of use but also to reduce the rate as the period of use is increased. As the period of use increases, the rate for the next tier should be applied and a reduced rate should be applied.

There will be three applicable rates per type of chair to be rented – a daily rate, a weekly rate, and a monthly rate. The following is an example to show how the rates would work:

1. A manual chair would be rented at a rate of $25/day.

0. Example: A manual wheelchair is rented for 2 days. The total cost would be $50 because of 2 days being multiplied by the $25 rate.

1. Once a chair has been rented longer than 7 days, the first 7 days would cost $125 – the weekly rate. The weekly rate is only billed as such for every complete 7-day period that the chair is rented.

1. Example: A manual wheelchair is rented for 25 days. It would cost $475 because it would be calculated at a weekly rate of $125 multiplied by 3 weeks for a total of $375 plus 4 days at a daily rate of $25 for a total of $100.

1. The last possible rate is a monthly rate for every complete 30-day period the manual wheelchair is rented. The monthly rate is $500.

2. Example: A manual wheelchair that is rented for 40 days would be billed as: 1 monthly rate for $500 plus one weekly rate for $125 plus 3 days of rental at $25/day for $75 total, for a combined cost then of $700.

Line Item 007 Firm Fixed Price for the contact center to be provided by the contractor’s commercial toll-free number or world wide web/mobile application is estimated at 80,000 calls yearly. Pricing will include the basic triage as described in Section 2.2, which includes when the contractor initiates repair ticket authorization, receives authorization from the DLC and contractor initiates the ticket. Also, the contractor must maintain a Customer Access web site so VA Staff and Veterans can see the status of their repair request while waiting for completion. The contractor can only bill for one call if the same person calls 3 times 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 of use of their manual wheelchair, powered wheelchair, or scooter equipment. They will also be informed if the Veteran is calling more than 3 times within 24 hours. The contractor will propose a per call rate.

Base Year Period of Performance April 13, 2023 – April 12, 2024

Quantity

Per Job

Attachment 2 See Attachment 2

(FFP)

Per Job

See Attachment 2 See Attachment 2

(FFP)

Per Job

Attachment 2 See Attachment 2

Per Job

Per Job

See Attachment 3

See Attachment 3

(FFP)

Per Job

Wheelchair Rental

Option Year 1 Period of Performance April 13, 2024 – April 12, 2025

Quantity

Per Job

Attachment 2 See Attachment 2

(FFP)

Per Job

See Attachment 2 See Attachment 2

(FFP)

Per Job

Attachment 2 See Attachment 2

Per Job

Per Job

See Attachment 3

See Attachment 3

(FFP)

Per Job

Wheelchair Rental

Option Year 2 Period of Performance April 13, 2025 – April 12, 2026

Quantity

Per Job

Attachment 2 See Attachment 2

(FFP)

Per Job

See Attachment 2 See Attachment 2

(FFP)

Per Job

Attachment 2 See Attachment 2

Per Job

Per Job

See Attachment 3

See Attachment 3

(FFP)

Per Job

Wheelchair Rental

Option Year 3 Period of Performance April 13, 2026 – April 12, 2027

Quantity

Per Job

Attachment 2 See Attachment 2

(FFP)

Per Job

See Attachment 2 See Attachment 2

(FFP)

Per Job

Attachment 2 See Attachment 2

Per Job

Per Job

See Attachment 3

See Attachment 3

(FFP)

Per Job

Wheelchair Rental

Option Year 4 Period of Performance April 13, 2027 – April 12, 2028

Quantity

Per Job

Attachment 2 See Attachment 2

(FFP)

Per Job

See Attachment 2 See Attachment 2

(FFP)

Per Job

Attachment 2 See Attachment 2

Per Job

Per Job

See Attachment 3

See Attachment 3

(FFP)

Per Job

Wheelchair Rental

Maximum Total Contract Amount The Government guarantees $5,000 as the minimum order amount for the life contract. The total cumulative amount payable under this contract shall not exceed $120 Million for the base and option periods for services and materials furnished to the government under task orders issued through the remote ordering system entry (ROES) portal. This is the maximum ceiling amount allowed under this contract, and it is not intended to imply that is an estimate of the total services that will be required.

B.2. Performance Work Statement 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…