ATTACHMENT D.1 PERFROMANCE WORK STATEMENT.pdf

PERFORMANCE WORK STATEMENT

North Texas VA Health Care System

Valet Service

1. Scope of Work:

1.1 The purpose of this requirement is to provide professional and courteous Valet Services for the Department of Veterans Affairs (VA) to assist handicap/disabled Veteran patients and visitors. Valet Services will be performed at VA North Texas Health Care Campuses (VANTHCS) located at VA North Texas Health Care System Dallas Medical Center, VA Fort Worth Outpatient Clinic (FWOPC), and Sam Rayburn Memorial Veterans Center (SRMVC) Bonham facility.

1.2 The service provided shall be performed in such a manner as to ensure the safety of patients, visitors, staff and property. The Contractor shall furnish all necessary and appropriate labor, personnel, management, supervision equipment/supplies including personal protective equipment (PPE), and two-way radios or cellular devices in order to provide the services required herein. The Contractor shall provide Valet Parking services to handicap Veterans/Visitors with handicap plaques, handicap license plates, Disabled Veteran (DV)/Purple Heart license plates, special guests for the Director’s office and Public Affairs Officer (PAO) as requested by the Contracting Officer Representative (COR).

2. Period of Performance:

2.1 The term of this contract will be a base plus four option years.

Base Year: 01/28/2026 – 01/27/2027 Option Year 1: 01/28/2027 – 01/27/2028 Option Year 2: 01/28/2028 – 01/27/2029 Option Year 3: 01/28/2029 – 01/27/2030 Option Year 4: 01/28/2030 – 01/27/2031

3. Valet Services and Hours/Locations of Performance:

3.1 Proposed hours of operation are Monday through Friday for all locations. The Contractor shall adjust the level of valet parking needs as necessary to ensure an efficient operation. If deemed necessary by the Government, the number of personnel may periodically be adjusted based upon volume and demand. The volume of vehicles below is only an estimate and subject to change based on patient needs.

3.2 Locations, Valet Hours of Operation and Estimated Volumes:

3.2.1 Dallas: 6:00AM – 6:00PM (Valet service)

VA North Texas Health Care System Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216

1 supervisor (can also be a valet driver) must be present during operating hours.

DALLAS VA VALET PARKING

Estimated Volume and Peak Times

Valet Service

Estimated Daily Total Vehicles During Business Hours (6:00am – 6:00pm)

Peak Hours AM

Estimated Daily Total Vehicles during 8am-10am

Peak Hours

PM

Estimated Daily Total Vehicles during 1pm- 3pm

Monday - Friday 160 to 209 8:00am -

10:00am 27 to 36 11:00am - 2:00pm 26 to 42

3.2.2 * DALLAS- NO NEW ARRIVING VEHICLES SHALL BE PARKED AFTER 5:30

PM. THE 5:30 PM TO 6:00 PM PERIOD SHALL BE FOR RETRIEVING PREVIOUSLY

PARKED VEHICLES ONLY* After 5:30 pm, Contractor shall be responsible for retrieving all unclaimed vehicles and transfer them to Lot 26 including vehicles remaining in Lot 24. The retrieved vehicles with handicap placards or license plates shall be parked in Lot 26.

3.2.3 Bonham: 7:00AM – 4:30PM (Valet service)

VA North Texas Health Care System Sam Rayburn Memorial Veterans Center (SRMVC) 1201 E. Ninth Street Bonham TX 75418

BONHAM VA VALET PARKING

Vehicles During Business Hours (7:00am – 4:30pm)

Peak Hours

AM

Estimated Daily Total Vehicles during 9am- 11am

Peak Hours

PM

Estimated Daily Total Vehicles during 1pm- 3pm

Monday - Friday 12 to 20 9:00am -

11:00am 5 to 9 1:00pm - 3:00pm 2 to 5

3.2.4 Fort Worth Outpatient Clinic (FWOPC): 7:00AM – 4:30PM (Valet service) VA North Texas Health Care System

FWOPC

2201 SE Loop 820 Fort Worth, TX 76119

Valet Service

FORT WORTH VA VALET PARKING

Vehicles During Business Hours (7:00am – 4:30pm)

Peak Hours AM

Estimated Daily Total Vehicles during

Peak Hours PM

Estimated Daily Total Vehicles during

Monday - Friday 36 - 69 8:00am -

10:00am 7 to 21 12:00pm - 2:00pm 5 to 11

3.2.5 * BONHAM/FWOPC- NO NEW ARRIVING VEHICLES SHALL BE PARKED

AFTER 4:00 PM. THE 4:00 PM TO 4:30 PM PERIOD SHALL BE FOR RETRIEVING

PREVIOUSLY PARKED VEHICLES ONLY* After 4:00 pm Contractor shall be responsible for retrieving all unclaimed vehicles at Bonham and FWOPC for after hours to allow customers to retrieve.

3.3 The valet parking supervisor at Dallas shall be required to turn over to the VA Administrative Officer of the Day (AOD) keys of all unclaimed vehicles still on the premises after valet parking hours. An inventory log of all remaining vehicles and associated ticket numbers shall be provided to the AOD. Owners of these vehicles shall pick up their keys at the AOD desk. The Contractor shall furnish a minimum of two (2) professional signs explaining this procedure for after hours at each location. The contractor shall be responsible for resolving any valet key issues/vehicle concerns during and after hours by sending valet personnel to VA property for resolution after hours. The contractor is responsible for paying for mis-placed/lost keys, locking keys in vehicles, or transportation of stranded Veterans due to any valet operational issues that have caused neglect on their part in serving our Veterans/guests.

3.4 If additional services are required outside of the hours of coverage specified herein, the Contractor must receive prior written approval from the Contracting Officer (CO) via contract modification. Any additional services performed by the Contractor without this authorization will be performed at no additional cost to the Government.

4. Federal Holidays:

4.1 The following holidays are observed by the Federal Government:

New Year’s Day Jan 1st Martin Luther King’s Birthday Third Monday in January President’s Day Third Monday in February Memorial Day Last Monday in May Juneteenth June 19th

Valet Service Independence Day July 4th Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day November 11th Thanksgiving Day 4th Thursday in November Christmas Day December 25th

4.2 When a holiday falls on a Sunday, the following Monday shall be observed as a legal holiday by U.S. Government agencies. When a holiday falls on a Saturday, the preceding Friday shall be observed as a legal holiday by U.S. Government agencies. Also included would be any other day specifically declared by the President of the United States as a National Holiday. Observance of such days by Government personnel shall not be cause for additional period of performance or entitlement to compensation except as set forth in the contract. If the contractor's personnel work on a holiday, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost. Any overtime and/or holiday pay that may be entitled to the personnel performing under this contract shall be the sole responsibility of the contractor. The contractor agrees to continue to provide sufficient personnel to perform round-the-clock requirements of critical tasks already in operation or scheduled and shall be guided by the instructions issued by the contracting officer or his/her duly authorized representative.

4.3 For additional information regarding Federal holidays, please refer to the Office of Personnel Management’s website at: https://www.opm.gov/policy-data-oversight/payleave/federal-holidays.

5. Performance and Notification:

5.1 The Contractor shall provide valet services with the required specifications of parking vehicles safely and accurately.

5.2 Electronic Transmissions: The Contractor shall propose an electronic media (e.g. facsimile, e-mail) available all times during the period of performance to communicate requirements such as patient incidents, requests for services, and any other correspondence with the VA. Use of this communication system will be mutually agreed upon after award but prior to contract performance.

5.3 Contractor Personnel Roster: Within seven (7) days prior to the start of performance, the contractor shall provide the following employee information:

1. Name

2. Position

3. Title, and

4. Work assignment area

5. Personnel certifications and licenses, as required

5.4 Thereafter, any personnel changes shall be submitted prior to any changes that occur and only after approval of the Contracting Officer Representative.

https://www.opm.gov/policy-data-oversight/payleave/federal-holidays https://www.opm.gov/policy-data-oversight/payleave/federal-holidays

Valet Service

6. Contractor Responsibilities:

6.1 The contractor shall provide Valet Services to handicap/disabled Veterans/Visitors at designated entry points that have been approved by the Department of Veterans Affairs.

6.2 The contractor shall provide consistent, responsive, secure, and efficient valet parking operations.

6.3 The contractor shall be responsible for providing patrons with a valet claim check/ticket (hard copy/electronic), securing keys, parking, delivering, and directing certain valet vehicles to and from the valet drop off and pick up area. Vehicles requiring valet parking shall be stopped by the valet parking attendants and screened as appropriate (see section 6.4). All vehicles parked by the parking attendants shall be locked/secured. Driver’s keys shall be secured at the valet booth(s)/desk. All hard copy claim checks and electronic valet software communication shall be issued to the driver using the valet service. Claim checks shall contain the valet company’s liability disclaimer.

6.4 The contractor shall be responsible for screening out vendors, volunteers and employees from inappropriately using the valet parking services.

6.5 The contractor is required to have a full-time traffic director and back-up personnel for this position during operational hours to ensure traffic is moving and directing vehicles in a safe manner, while not holding up shuttles and drop-offs at entry points.

6.6 The contractor shall be responsible for directing vehicles not wishing to participate in the valet parking services to their designated parking locations.

6.7 The contractor shall designate a full-time supervisor to be on site (one at each location) at all times during valet service hours.

6.8 The contractor shall provide adequate on-site supervision at all times in order to handle customer concerns and parking incidents. Duties of the supervisor shall also include but not be limited to customer relations, training, and improving all valet services and coordinating all work and additional services with the Contracting Officer’s Representative (COR).

6.9 The contractor shall coordinate with COR on designated entrances for valet services to be stationed at the facilities.

6.10 The contractor will handle all operational and customer service issues after hours if required by AOD or VA police to ensure Veterans are not put at a disadvantage by any operational issues like lost keys, keys locked in vehicles or misplaced keys after hours.

6.11 At the time of RFQ submission, the contractor shall develop and provide a communication plan for VANTHCS staff and Veterans to understand how to utilize valet service. The plan should consist of who is eligible for valet services, supervisor name/phone number, phone

Valet Service number to reach valet services, how valet works, the location of where valet is stationed at the facilities, and hours of operations and days.

6.12 At the time of RFQ submission, the contractor shall provide a plan that addresses staffing, contingency, and Emergency Management. The staffing plan shall illustrate knowledge of carrying this type of workload and supervision related to valet service. The contingency plan shall address when schedules are disrupted, altered and/or increased or decreased during the life of the contract. The Emergency Management Plan/Inclement Weather Plan shall address staffing and supplies to ensure workload continues in the event of weather conditions, or emergencies that may create challenges in normal operations.

6.13 At the time of RFQ submission, the contractor shall submit a Standard Operating Procedure (SOP). The SOP shall be available to all staff that includes daily procedures to include:

6.13.1 Communication on how to handle Motor Vehicle Accidents involving valet parked vehicles on VA property and cleanliness of the valet areas and equipment;

6.13.2 Procedures how to handle patient accidents involving valet staff on VA property;

6.13.3 Information regarding specific equipment, operating supplies, and any other resources necessary to complete the tasks for valet services;

6.13.4 Plan for operating systems for valet software and the utilization for valet service.

6.14 The contractor shall coordinate with COR to designate front drop off and pick up area(s) near entrance for the loading and unloading of handicapped patients/patrons so as not to interfere with normal valet parking operation. Handicapped patients/patrons shall be permitted to pull to the designated drop-off and pick up area(s) near entrance and the parking attendants shall then be required to park the vehicles or direct the drivers to a handicap space for self-parking. Patients with handicap placards or license plates on their vehicles shall be given the option of self-parking in handicapped slots in designated patient parking areas. Handicap and non-handicapped employees shall be directed to self-park according to VANTHCS policy.

6.15 It is the contractor’s responsibility to foster confidence and trust in patients, visitors, and employees through professional behavior and appearance. All customer service complaints should be handled within 24 hours with a resolution. The contractor must let the COR know what action was taken to address the concern and if it was validated. If the contractor’s behavior becomes an issue in performing customer service or their duties it will be handled by the contractor immediately for quick resolution to ensure patient satisfaction and job performance is not compromised.

6.16 The Contractor shall be required at each site to:

6.16.1 Provide communication devices for valet staff to communicate with one another to deliver service and report emergencies.

6.16.2 Provide experienced, fully trained and professional valet staff for valet parking.

6.16.3 Constantly assess valet parking situation taking into consideration needs to adjust the level of personnel required to perform under the contract without exceeding the required valet wait time for parking.

6.16.4 Provide valet recommendations as deemed appropriate and necessary to provide quality patient services.

Valet Service

6.16.5 Provide VA approved valet claim checks, securing keys, parking, delivering, and directing certain valet vehicles to and from the valet greeting area.

6.16.6 Provide experienced, fully trained and professional valet parking attendants to provide valet services.

6.16.7 Provide hard copy valet claim checks for Veterans that do not have smart phones.

Will require approval from COR and Contracting Officer to ensure it meets expectations.

6.16.8 The contractor shall provide the ability for patients to request/communicate retrieval of valet parked vehicles both electronically by phone (texting or app) and also by calling if Veteran did not have a smart phone to request vehicle.

6.16.9 Provide valet parking software for Veterans/customers to call/text ahead to retrieve their vehicles and to track performance and stats on wait times and patient experience.

Ability for the consumer to use their phone app/text message to communicate with valet service (example: Flash Parking Valet Software or software that is compatible). Software will require approval from COR and Contracting Officer to ensure it meets expectations.

6.16.10 Provide GPS software for Valet Service and an electronic ticket system allows Veterans, visitors to view real-time pick-up information on phone apps and TV monitor.

Showing transparency of pick-up times on valet vehicles to the consumer.

6.16.11 The contractor shall provide a hard copy ticket for Veterans/visitors that do not have a cell phone and provide them with an alternative process for communicating retrieval of valet vehicle.

6.16.12 All valet drivers are required to be trained on how to respond to an emergency at any time.

6.16.13 The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify COR of the incident that has occurred and the proper resolution.

6.17 The contractor shall immediately drug test a driver following an accident on VA property.

Valet drivers will not drive until drug test results and accident investigation are investigated properly and a conclusion has been reached to ensure the safety of our patients, visitors, and staff.

6.18 The valet on site supervisor shall be the point of contact for VA Police and Safety to follow up regarding any legal or criminal investigations related to any accident involving the contractor

6.19 The contractor shall clean and wipe down Valet stands, equipment and valet desk area to ensure cleanliness of valet services.

6.20 The valet personnel shall be required to greet vehicles upon arrival, ask and assist patrons with the removal of walkers, wheelchairs, canes or personal medical equipment in or out of vehicles.

6.21 Valet staff will serve for some Veterans as an initial point of contact and should be dressed professionally and be easily identified at entry points by Veterans needing assistance with valet parking.

Valet Service

6.22 Valet staff are prohibited from smoking. The contractor will ensure valet personnel don’t smoke and their clothes are smoke free, as VANTHCS is a smoke free campus.

6.23 The valet personnel shall be required to be familiar with the VA facilities to answer general questions pertaining to drop off and pick up locations of the shuttle and valet parking.

6.24 The valet personnel shall be required to have general information and knowledge of locations for outpatient clinics, outpatient procedure areas as well as the different entry point for customers utilizing the VA such as buildings and locations on property.

7. Patient Assistance:

7.1 The contractor shall be required to ask and assist parking patrons getting in and out of their vehicles as well as assist with removal of wheelchairs, walkers, carts and/or personal medical equipment from vehicles if requested. Valet parking attendants are required to provide assistance in lifting or helping patients in and out of their vehicles. Parking attendants will work with escort staff (contractor) to deliver Government-provided STAXI transporter chairs as needed and coordinate with escort staff to facilitate patient transportation from the valet greeting drop off and pick up area to medical appointments and back to the valet greeting area when needed. Valet parking patrons shall be treated courteously and with respect at all times. Valet parking attendants shall drive slowly and cautiously, paying attention to pedestrian traffic and following all traffic laws.

8. Training/Licenses/Qualifications:

8.1 Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. The contractor shall furnish an identifying badge with name, function, name of Contractor and a photograph of the employee. Contractor personnel performing contract services shall meet at all times the qualifications specified in this contract, as well as any qualifications required by Federal, State, County and local government entities from the place in which they operate.

8.2 The contractor must conduct appropriate driver screening. This is defined as license criteria to operate appropriate vehicles and positive driving history. Such screening shall include but not limited to testing drivers for prohibited drug use and alcohol misuse; a criminal background check, to the maximum extent permitted by state law.

8.3 The contractor shall complete and provide proof of all background checks on valet staff that meet the requirements of the VA.

8.4 The contractor will ensure valet drivers have a valid Texas driver’s license and are in good standing with the Texas Department of Public Safety. All driver’s licenses must be verified through the Department of Transportation (DOT), National Highway Traffic Safety Administration, National Driver Register, or an equivalent State program.

Valet Service

8.5 Texas State driver’s licenses and driving records must be reviewed for all new drivers:

8.6 Driving records exhibiting an at-fault accident or moving violation must prompt a review of driver suitability. Drivers may be limited or prohibited from valet parking based on driving record or license status.

8.7 Drivers shall have a valid operator's license in accordance with Federal, State and local government requirements for their place of operation for the services they perform.

8.8 Driver’s licenses and driving records must be verified every 4 years and upon the occasion of an accident.

8.9 All drivers shall receive initial basic safe driver training and annual refresher to include defensive driving techniques, patient safety and emergency response procedures.

8.10 The Contractor shall provide bonded, fully trained, experienced valet staff, legal residents or U.S. citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of valet service, and a commitment to the highest level of respect, courtesy, compassion, and safety.

8.11 The Contractor shall furnish at no additional cost, evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of driver’s licenses and copies of security background checks.

8.12 The Contractor shall be responsible for providing a facility orientation to all valet staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the aforementioned training.

If deemed necessary by the Government, additional training shall be offered at the VA North Texas Health Care System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

8.13 The contractor will be required to provide customer service training initially and annually to valet drivers, as well as attend VA customer service training when appropriate.

8.14 The valet personnel shall be required to have knowledge and training of patient safety transfer to assist patrons in a safe and secure manner.

8.15 The contractor is responsible for providing the COR with verification that drivers shall have 7 days before any services are provided related to this contract, and annually thereafter or at any time as requested by the COR:

Valet Service

8.15.1 The contractor shall complete and provide proof of all background checks on valet staff that meet the requirements of the VA;

8.15.2 Health examinations including annual TB skin test verification;

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

8.15.4 Received measles-mumps-rubella (MMR) vaccine. Combined vaccine (MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956;

8.15.5 A negative PPD within the last six months, or if a known reactor, a negative chest X-ray upon hire;

8.15.6 A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox);

8.15.7 Valet driver physical examinations - to assure that operators can drive customer vehicles safely, react to emergencies, handle the physical demands of the job.

8.15.8 Contractors must receive training on basic life support (that includes CPR and first aid), bloodborne pathogens, and the use of personal protective equipment.

8.15.9 All Required training outlined in PWS.

8.16 The COR shall be notified of any changes in individual status with appropriate documentation. In the event of an exposure, it is required that the contractor has a plan that must be followed to protect the individual and others. Records shall be maintained as required by CFR 1910.1030.

9. Claims/Damage:

9.1 Any claims of damage or missing/stolen property involving patients/customers shall be the responsibility of the Contractor. The VA assumes no responsibility for such claims. All claims shall be directed to and handled by the Contractor supervisor who shall immediately notify the COR. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days, unless extenuating circumstances warrant additional time and is authorized by the Contracting Officer. All incidents or theft claims should be immediately reported to the VA Police for investigation.

10. Designated Valet Parking Lots:

10.1 The VA North Texas Health Care System has designated parking lots at the Dallas VA Medical Center for Valet Parking Services. The Main entrance and Lot 26 (main entrance) have been designated as the valet drop off and pick up area, and all parking spaces in Lot 1 (Patient lot) have been designated for handicap self-parking but not valet. Lot 26 parking spaces at the Dallas VA have been exclusively designated for valet service. Lot 24 is shared with Center for Development and Civic Engagement for approved volunteer parking and valet services. The Dallas VA will have additional valet parking space if needed for demand, the area is not confirmed at this time.

Valet Service

10.2 FWOPC and Bonham have designated valet parking (maps provided – see Attachment D.5

SITE MAPS).

10.3 The contractor shall have complete control of valet only vehicles parked in designated valet parking area(s) in order to maximize the space available and facilitate a smooth operation. If deemed necessary by the VA North Texas Health Care System, the contractor may be required to double stack vehicles in order to maximize the space available. The contractor shall be responsible for parking control and monitoring the designated parking lots assigned for the valet operation.

11 Contractor Equipment and Inspection:

11.1 The contractor shall be required to provide the following equipment specifications:

11.1.1 The VA reserves the right to inspect the contractor’s equipment to ensure it is being maintained in good repair.

11.1.2 The contractor shall be required to provide professional signage for valet parking hours and operation as outlined in the PWS. The VA will have the final decision on all signage being posted on the exterior or interior for valet parking.

11.1.3 Provide professional valet stands, locking key cabinet(s), safety cones, signs and other supplies, materials and/or miscellaneous items necessary to operate and manage valet services. All signs shall meet a minimum requirement of VA’s policy and hand-written signs shall not be allowed or posted.

11.1.4 Provide and install a minimum of two "No Tipping" signs. The “No Tipping” policy shall be strictly enforced. Valet parking attendants shall be restricted from accepting tips of any kind.

11.1.5 Provide and install a minimum of two “Insurance Liability” signs for vehicle damage claims. Will require approval from COR and Contracting Officer to ensure it meets expectations.

11.1.6 The VA reserves the right to restrict the contractor's use of equipment that are not in compliance with contract requirements. The restriction of such equipment shall not relieve the contractor from performing in accordance with the strict intent and meaning of the contract.

11.1.7 The contractor shall not install any signs without prior guidance or written consent from the Contracting Officer or the designated COR.

11.1.8 The valet parking area is typically the first impression for Veterans when coming to the facility. It is important that the standard of cleanliness be maintained at all times.

11.1.9 Valet Parking will maintain a first aid kit, spill kit and fire extinguisher at all times. These kits will be provided by the contractor and will be inspected by the contractor regularly to ensure they are compliant. The contractor will provide the COR and Contracting Officer with evidence of inspection/logs as requested, to ensure it meets expectations of PWS.

12. Contractor Performance and Notification:

Valet Service

12.1 In the event, the Contractor is unable to perform services or have services performed as required, the contractor shall immediately notify the VA COR and provide a justification for non-performance.

12.2 The Contractor shall notify the COR, in writing within 24 hours of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by close of business (COB) the day the complaint is made. The contractor may provide recommendations for improved services along with patient complaints for the VA's review. No recommendation shall be construed as being effective until and unless approval is given by the CO/COR.

12.3 The contractor shall coordinate and work with Shuttle and outpatient escort service to ensure there is positive communication and teamwork to handle the needs of patient valet parking who have escort needs or maybe loading and unloading in the valet area.

12.4 The contractor shall coordinate and work with Shuttle and Escort contract staff to ensure patients, visitors and staff are handled appropriately regarding service overlap.

12.5 No VA staff or valet contractors are allowed to operate the contractors shuttle lift, the shuttle contractor is required to ensure the patient is loaded and unloaded safely in the valet area.

12.6 The contractor shall be required to carry out daily huddles before the commencement of the workday with shuttle and outpatient escort to ensure communication of concerns, process improvement or changes are discussed among the services to ensure positive patient experience and timeliness of service. The Contractor is required to provide documentation monthly to COR of daily huddle meetings and topics discussed.

12.7 The contractor shall communicate to the COR any recurring issues or concerns so they can be addressed timely among the services.

13 Insurance Requirements:

13.1 The contractor shall be required to provide copies of the following:

13.2 The contractor shall be required to comply with Federal and State Workers Compensation and liability insurance. Reference FAR clause 52.228-5-Insurance and Subpart 28.307-2-Liability.

13.3 Prior to contract award, the contractor shall furnish to the Contracting Officer certification from the insurance company indicating that the coverage has been obtained and that it may not be changed or cancelled without guaranteed thirty (30) day notice to the Contracting Officer. New

Valet Service certifications shall be furnished at least thirty (30) days prior to the expiration date of the current insurance policy.

13.4 The contractor shall maintain automobile liability insurance for bodily injury and property damage on all vehicles used in the performance of this contract.

13.5 The contractor shall obtain all necessary licenses and/or permits required to perform this work. Necessary licenses and permits are required. The contractor shall take all precautions necessary to protect personnel and property from injury or damage during the performance of this contract.

13.6 The contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence.

13.7 The contractor shall maintain personal and automobile liability, and property damage insurance, as prescribed by the laws. Evidence of coverage is required before commencing work under this contract (copy of Certificate of Insurance), and it may not be changed or cancelled without thirty calendar days prior written notice to the COR.

14. Safety Requirements:

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

14.2 The Contracting Officer, or the COR, will notify the Contractor of any safety non-compliance and the action to be taken.

14.3 The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed.

14.4 The Contractor shall immediately notify the VA of any incidents involving injury to VA patients/staff/volunteers/guests. The Contractor shall promptly complete and submit to the Contracting Officer Representative and the Contracting Officer, an Incident Report with all information felt to be necessary for any full review.

14.5 The contractor is required to immediately report any accident that occurs on VA property immediately to VA police and Safety for proper investigation. As well as notify the COR of the incident that has occurred and the proper resolution.

14.6 The contractor must report vehicle accidents and incidents to the COR with a formal accident report.

Valet Service

14.7 Accident reports are to be forwarded to the facility Accident Review Board and the Patient Safety Manager.

14.8 The Contractor shall notify the COR, in writing within 24 hours of any complaints made by the patients with regards to transportation services and will address/make contact on all complaints timely by COB the day the complaint is made. The Contractor may provide recommendations for improved services along with the patient complaints for the VA's review.

No recommendation shall be construed as being effective until and unless it is provided as a written modification to the contract from the Contracting Officer.

15. Interference with Normal Functions:

15.1 The Contractor’s personnel may be required to interrupt their work at any time so as not to interfere with the normal functioning of the medical facility, including utility services, fire protection systems, and passage of facility patients, personnel, equipment and emergency and/or service carts. These interruptions should only be occasional. Any interruptions considered to be excessive should be brought to the attention of the COR.

16. Contractor’s Quality Control Plan (QCP):

16.1 The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. A copy of this QCP will be forwarded to the CO in the complete Request for Quote (RFQ) package submitted by the contractor. The QCP is separate from the required Management/Technical Capabilities that will be provided by the contractor.

The CO will review the QCP and list any clarifications needed, and return to Contractor for response, if necessary. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

16.1.1 An inspection plan covering all services required by this contract. The inspection plan must specify the areas to be inspected on either a scheduled or unscheduled basis and how often inspections will be accomplished and documented, and the title of the individual(s) who will perform the inspections.

16.1.2 On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.

16.1.3 For methods used for identifying the quality of service performed please refer to the Quality Assurance Surveillance Plan (QASP).

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

Valet Service

16.1.5 The methods of identifying and preventing phone/radio/electronic communication breakdowns. Provide a detailed procedure for alternative communications in the event of electronic and mechanical breakdown of vehicle communication.

16.1.6 On-site records of any complaints or problems, with procedures taken to allow for corrections and/or elimination before effects caused interruption of performance of contract.

16.1.7 Providing reports of patient complaints, peak hours, valet usage or concerns to COR weekly/monthly reports.

16.1.8 Contractor shall be required to ensure that the waiting times for valet service are less than 10 minutes.

16.1.9 The Contractor shall be required to ensure that all patient complaints are handled timely and responded to within 24 hours. Corrective action should be taken to investigate any customer service issues by staff as well as processes regarding services. A report of these complaints and corrective action should be forwarded to COR.

16.1.10 Employee turnover plan.

17. Special Events:

17.1 The Contractor shall be notified in advance of any special events which might cause parking problems as a result of additional patients, patrons, or visitors to the Medical Center. The Contractor shall be notified of parking any special guests for Executive Office/Public Affairs or Center for Development and Civic Engagement. Contractors shall be required to adjust the level of parking staff to accommodate the workload or extra vehicle volume.

18. Ordering Activity:

18.1 The contractor shall not accept any instructions issued by any person other than the Contracting Officer or delegated Government representative acting within the limits of his/her authority.

19. Changes to Contract:

19.1 Only those services specified herein are authorized. Before performing any service of a non-contractual nature, the contractor shall advise the Contracting Officer of the reason(s) for the additional work and/or service. Changes to the resulting contract shall not be authorized and reimbursement shall not be made for any work or services performed outside the scope of this contract, unless prior authorization is obtained in writing from the Contracting Officer.

20. Reduction of Services:

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20.1 A notice to the contractor to discontinue or reduce the level of service at the Government convenience shall not result in any service charge or assessment fee for the disconnection or reduced service. The Government shall have the option to terminate the contract if not satisfied with the services during the term of the contract.

21. Performance Standard:

21.1 The contractor shall ensure that 95% of the vehicles wait no more than ten (10) minutes to be valet parked and no more than ten (10) minutes for the vehicles to be retrieved. Upon request, returned vehicles shall be delivered to the appropriate patient, family member or caretaker for easy exiting. The contactor shall develop a system to monitor and report timelines of service and shall be made available to the VA upon request. The COR shall audit the turnaround time (TAT) or may conduct periodic unannounced inspections to assure that waiting periods do not exceed the performance requirements. Additionally, the contractor’s ability to manage the traffic flow shall be periodically audited to assure that valet parking services are provided in a safe and efficient operational manner. The contractor shall use a computerized system for valet parking and GPS computerized system to account for valet on station and their time.

22. Complaints:

22.1 The contractor shall promptly and courteously respond to complaints within 10 working days, including complaints brought to the Contractor’s attention by the Contracting Officer acting as the Quality Assurance Evaluator (QAE). The contractor shall maintain a written record of all complaints, both written and oral, showing the identity of the individual, the nature of the complaint, and the contractor’s response. The contractor shall permit the Government to inspect such records upon reasonable notice.

23. Quality Assurance:

23.1 The contractor shall be responsible for complying with all appropriate regulations and guidelines of the Joint Commission (JC), Occupational Safety and Health Administration (OSHA), Department of Transportation, and/or any other pertinent federal, state, and local policies relating to the herein mentioned work or valet parking services. All tasks accomplished by the contractor personnel shall be performed to preclude damage or defacement to vehicles or Government-owned furnishings, fixtures, equipment and facilities. The contractor shall report any damage observed or caused by the contractor personnel to the COR. The contractor shall be responsible for the replacement of items or to repair vehicles or facilities to previous condition, if the contractor is determined to be at fault for the damage.

24. Monitoring Procedures:

24.1 The COR shall be responsible for monitoring the Contractor's performance. Performance deficiencies or poor performance identified during the term of the contract shall be reported to the contractor. Upon notification of deficiencies or poor performance, the contractor shall be

Valet Service given a reasonable time to take corrective action. If determined appropriate, the Contracting Officer, COR and/or other VA staff members shall meet with representatives of the contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified in the cure notice. The contractor shall notify the Contracting Officer and the COR when correction(s) have been made.

If the appropriate correction is not made within the timeframe specified in the cure notice, the Government shall have the right to terminate the contract in its entirety.

25. Reports:

25.1 The contractor shall establish a method to validate the number of vehicles parked per day (parking stubs) and submit a monthly report to the Contracting Officer Representative within seven (7) calendar days after each month ends. The report shall summarize the number of vehicles parked by valet attendants based on date and time (sorted by morning or afternoon). The report shall also identify the peak hours during the day and how many vehicles were parked during those peak hours. The report shall also include any incidents, accidents or special situations with patients, visitors, VA employees, or VA volunteers. The reports must be legible and easy to understand, should be submitted weekly and monthly electronically. Reports should be signed by the Supervisor and/or authorized representative of the contractor. The contractor may provide for approval a sample of the types of report forms used on similar projects.

26. Customer Satisfaction Surveys:

26.1 The VA North Texas Health Care System may conduct independent customer satisfaction surveys to evaluate valet services. Participation by Veterans in all surveys shall be voluntary.

Results of valet parking surveys conducted by the Medical Center may be shared with the contractor, particularly when service improvement is needed.

27. Disruptive Behavior:

27.1 The contractor shall provide adequate onsite supervision at all times in order to handle disruptive behavior of valet parking attendants performing under the contract. The contractor agrees to permanently remove any member of its parking staff from performing work associated with this contract, if at the sole discretion of the VA, the employee poses a health and safety risk to any patient or individual requiring services or if the COR disapproves of the conduct due to interferences with the business or operation of the VA North Texas Health Care System.

28. Buses or Large Vehicles:

28.1 Patients driving buses or large motor vehicles (motor homes, RV’s or trailers) shall be directed to self-park their vehicles in the parking areas designated by VA Police. The contractor shall not be required to park these vehicles. If necessary, due to illegal parking, valet parking attendants shall immediately call VA Police.

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29. Changes to Parking Lots:

29.1 No alterations to the parking lots or parking lot stripping shall be permitted. If parking lot alterations shall be required, the contractor shall notify the Contracting Officer in writing with the recommended changes. If the recommended changes are approved, the Contractor shall be notified in writing by the Contracting Officer.

30. Government Responsibilities:

30.1 The participating VA Medical Center shall provide orientation and training on VA policies and procedures relating to security, patient privacy, safety, emergency procedures, accidents/injuries and communication with VA staff. The training required shall be scheduled at a post award meeting on a mutually agreeable date and coordinated with the COR.

30.2 VA Center for Development and Civic Engagement shall make available Government-provided Staxi transporter chairs to facilitate patient transportation from the valet greeting area to medical appointments and back to the valet greeting area.

31. Contractor Point of Contact:

31.1 The contractor shall designate one (1) employee as the Point of Contact (POC) responsible for administrative matters in the performance of services under this contract. The POC shall have full authority to act for contractor on all matters relating to the daily performance of this contract.

An alternate may be designated, but the Contractor shall notify the Contracting Officer and COR in writing for those times when the alternate shall act as the POC.

31.2 The contractor shall provide the name and telephone number of the person designated as Point of Contact and Alternate on the space below:

Point of Contact, Name: _______________________________ Telephone Number: __________________________________ Alternate Point of Contact, Name: _______________________ Telephone Number: __________________________________

31.3 The POC shall be available by telephone Monday through Friday, during operation hours, excluding national holidays.

31.4 The parties agree that the contractor’s personnel, including POC and subcontractors performing under this contract shall not be considered VA employees for any purpose. They all shall be considered employees of the contractor.

32. Personnel Policy:

32.1 The contractor shall assume full responsibility for the protection of its personnel furnishing services under this contract, such as providing Workers’ Compensation, professional liability

Valet Service insurance, health examination and social security payments. Payment for any leave, including sick leave or vacation time is considered the responsibility of the contractor.

32.2 The contractor shall follow all existing local, state, and federal employment laws and/or union regulations relevant to fringe benefits and premium pay for their employees. Such personnel shall not be considered VA employees for any purpose. Cost quoted in the solicitation is all-inclusive of all incidental costs including housing, transportation and premium payments for applicable insurance coverage.

33. Incidents and Emergency Situations:

33.1 The contractor shall respond to alerts or emergencies, by providing assistance to injured or stranded personnel in emergency situations, and/or by notifying the VA Police. It is imperative valet parking entrance/exit be free of any vehicles in emergency situations so emergency responders can respond accordingly. The Government may provide an Emergency Plan brochure to the contractor at the time of contract award. The Emergency Plan brochure describes reporting procedures for a variety of emergency scenarios including cardiac arrest, hazardous material spills, disruptive and/or dangerous behavior, etc. In the event of an incident or Emergency, Valet staff shall be required to call VA Police or if there is a Medical Emergency: 911.

34. Uniforms:

34.1 The contractor personnel will wear appropriate/professional uniform. Appropriate and professional is defined as practical, clean and neat at all times. Undergarment should not be visible or show outside of outer clothing. The contractor shall be required to provide uniforms for all valet parking staff performing under this contract. Uniforms shall include the identification of the contractor by company name. Uniforms must be consistent in style and color and shall be worn at all times during performance of the contract.

34.2 Required to wear professional valet uniforms that consist of a collared shirt, long pants (No jeans), appropriate work shorts (length of shorts and professional appearance is required) will be allowed for summer months (June-August). Uniform hats will be allowed for valet staff;

however, this will be considered a part of the uniform requirements and must all match. The uniforms are required to look professional, neat and clean in appearance and should all match to clearly identify valet staff as a driver. Uniforms will require prior approval from COR and Contracting Officer to ensure it meets expectations.

34.3 The contractor will ensure that staff have closed-toe shoes that are clean and neat in appearance. Shoes should be closed-toed to allow employees to respond to any type of emergency. Shoes should be black in color to look uniformed. No loud shoe colors/house shoes/crocs are allowed.

Valet Service

34.4 All outerwear that the contractors wear for inclement weather will need to match and will be considered a part of uniform expectations, so staff look professional, easily identified and visible to customers.

34.5 The contractor shall submit uniforms/shoes for approval to COR to ensure it meets expectations. The uniform style shall be approved by the COR prior to contract implementation.

34.6 Hair should always be neat and clean and look professional.

34.7 Personal are required to wear their photo ID badges at all times pinned at the top collar of shirt or on lanyard to be visible at all times.

35. Drug/Alcohol Policy:

35.1 The contractor shall ensure that all valet parking staff performing under this contract comply…