D.1 PERFORMANCE WORK STATEMENT.pdf

North Texas Veteran Affairs Health Care System (NTXVAHCS) Shuttle Services

PWS

36C25725R0036

Updated 4/21/2025

D.1 PERFORMANCE WORK STATEMENT (PWS)

PERFORMANCE WORK STATEMENT

Project Summary: The U.S. Department of Veteran Affairs is planning for multiple shuttle routes for the purpose of shuttling Veteran patients, visitors, volunteers, and employees on VA North Texas Health Care Campuses (Dallas, Fort Worth Outpatient Clinic, Bonham).

The purpose of this project is to provide a state-of-the-art shuttle service for our Veterans, their families, guests, volunteers, and employees. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving that mission.

OVERVIEW: The contractor shall provide all personnel, vehicles, equipment, supervision, tools to carry out shuttle transportation services.

ANTICIPATED PERIOD OF PERFORMANCE: The Contractor is to provide all personnel, vehicles, equipment, supervision, etc. to provide shuttle transportation services to VA North Texas Health Care System in accordance with the Performance Work Statement, terms, conditions, provisions, specifications, and schedules of this solicitation.

Base Year with four option years (see line items)

1 General Information The purpose of this contract is to provide Shuttle Transportation Services for Veteran patients, guests, volunteers and/or employees within VA North Texas Health Care System.

Contractor is required to provide a minimum of 14 shuttle buses:

• 10 shuttle buses for Dallas VA locations

• 1 shuttle bus for the Sam Rayburn Memorial Veterans Clinic (SRMVC) location

• 1 shuttle bus for the Fort Worth Outpatient Clinic (FWOPC) location

• 2 backup shuttle buses stationed on VA property

Back-up shuttles are required to meet the level of expectations of size, cameras/safety features, model/year and signage requirements as outlined. Passengers should not recognize any differences in back-up shuttles when utilized. Contractor is required to utilize the specified equipment and routes for shuttle service that is listed below.

Contractor is required to ensure they are operational at all times during operation hours listed below. Contactor will ensure that routine maintenance, mechanical failures, weather, and staffing will not affect the operation of shuttle service during days and hours outlined in the requirements.

36C25725R0036

Updated 4/21/2025

2 Shuttle Services Routes and Hours of Performance:

2.1 Route Name: PATRIOT GARAGE SHUTTLE – Dallas VA (RED ZONE)

(Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.2 Route Name: LIBERTY PARKING GARAGE – Dallas VA (GREEN ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.3 Route Name: FREEDOM PARKING GARAGE – Dallas VA (ORANGE ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operate 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.4 Route Name: LOT 1 PATIENT PARKING – Dallas VA (RED ZONE)

(Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- Refer to facility maps.

c. Operates 5:30AM – 6:00PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.5 Route Name: SOUTH SIDE OVERFLOW SHUTTLE – Dallas VA

(ORANGE ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 6:00AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12-Passenger Shuttle

2.6 Route Name: LIBERTY LOOP SHUTTLE – Dallas VA (NO Zone Color)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

36C25725R0036

Updated 4/21/2025

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.7 Route Name: SOUTH SIDE SHUTTLE LOT 20, 22, 21 and FISHER HOUSE – Dallas VA

(ORANGE ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.8 Route Name: LIBERTY PARKING GARAGE #2 – Dallas VA (GREEN ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.9 Route Name: SOUTH SIDE OVERFLOW SHUTTLE #2 – Dallas VA

(ORANGE ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.10 Route Name: HERZOG / LIBERTY LOOP SHUTTLE #2– Dallas VA

(PURPLE ZONE) (Required to have professional signage on the exterior of the bus showing the name of the shuttle route and the name of color of the zone displayed)

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 5:30AM – 6:30PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.11 Route Name: FORT WORTH OUTPATIENT CLINIC SHUTTLE – FWOPC

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 6:30AM – 5:00PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

36C25725R0036

Updated 4/21/2025

2.12 Route Name: SRMVC FACILITY SHUTTLE - Bonham VA

a. Passengers: Veteran patients, guests, volunteers, and VA Employees

b. Route- refer to facility maps.

c. Operates 7:30AM – 4:00PM

d. Monday, Tuesday, Wednesday, Thursday, Friday

e. One 12 Passenger Shuttle

2.13 ADDRESSES FOR SHUTTLE LOCATIONS

A. Dallas VA Medical Center

4500 South Lancaster Road Dallas, Texas 75216

B. Fort Worth VA Outpatient Clinic (FWOPC) 2201 SE Loop 820 Fort Worth, TX 76119

C. Sam Rayburn Memorial Veterans Center (SRMVC) 1201 E. 9th St.

Bonham, TX 75418

3 Federal Holidays:

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. 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. Contractor will provide one shuttle bus at the Dallas VA for Federal Holidays during regular operational hours of shuttle service. The one shuttle bus route will service the entire campus on Federal Holidays.

HOLIDAY DATE

New Year’s Day Jan 1 Martin Luther King’s Birthday 3rd Monday in Jan President’s Day 3rd Monday in Feb Memorial Day Last Monday in May Juneteenth June 19 Independence Day July 4 Labor Day 1st Monday in Sep Columbus Day 2nd Monday in Oct

36C25725R0036

Updated 4/21/2025

Veterans Day Nov 11 Thanksgiving Day 4th Thursday in Nov Christmas Day Dec 25

SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in the utilization of the shuttles with patients, patrons, or visitors to the Medical Center. Contractors shall be required to adjust the level of needs to accommodate.

4 Performance and Notification:

4.1 Contractor shall provide shuttle services with the required specifications of shuttle utilizing vehicles capable of transporting people safely and comfortably.

4.2 Electronic Transmissions: The Contractor shall propose an electronic media, (e.g.

facsimile, e-mail), available at all times during the period of performance to communicate requirements such as patient incidents, requests for services, special correspondence, etc. with the VA. Use of this communication system will be mutually agreed upon after award but prior to contract performance.

4.3 Contractor Personnel Roster: Within fifteen (15) days prior to start of performance the contractor shall provide the following employee information:

• Name

• Position

• Title, and

• Work assignment area

• Personnel certifications, licenses, etc. as required

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

4.5 The Performance Requirements Summary in the chart below outlines the minimum performance standards that contractors are expected to meet.

These standards serve as benchmarks for the Government to evaluate the quality of the contractor’s work. Contractor performance is measured against the Acceptable Quality Level (AQL), and the results of that evaluation are used to determine eligibility for performance-based incentives.

36C25725R0036

Updated 4/21/2025

5 Contractor Personnel Qualifications:

5.1 Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. Contractor shall furnish an identifying badge with name, function, and name of Contractor and a photograph of the employee.

5.2 Contractor will be required to provide customer service training initially and annually to shuttle drivers, as well as attend VA customer service training when appropriate.

5.3 Contractor personnel will wear an appropriate and professional uniform.

Appropriate and professional is defined as practical, clean, and neat at all times.

Undergarment should not be visible through or show outside of outer clothing.

Shoes should be closed toe and allow employee to respond to any type of emergency. Hair should be neatly arranged.

5.4 Critical Core Elements for Clearance of shuttle drivers are to ensure employee, public and patient safety, VA policy requires that all those who drive a vehicle for VA be medically evaluated. The level of evaluation will be based on legal and regulatory requirements (i.e. Commercial Driver License requirements), the size of vehicle, number of passengers, length of time on the road and other applicable job

Required Services (Tasks)

Performance Standard Acceptable

Quality Level

(AQL)

Method of Monitoring

Shuttle Services

The Contractor will provide shuttle service pickups within the agreed-upon time frames.

90% Random Surveillance/Customer Complaint record

Certifications and Training/Customer Service

Contractor/employee to maintain current proper licenses and ensure all attendants are properly trained and competent to provide service

100% 100% inspection

Submit Reports All reports are submitted within 5 calendar days of the due date.

90% 100% inspection

Vehicle Maintenance/Safety

Ensure all Vehicles are in proper condition and fit for public safety

100% Random Surveillance

36C25725R0036

Updated 4/21/2025 factors. Contractor shall comply with same elements for clearance of shuttle drivers. (VA Handbook 5019/1 Part II Appendix A)

5.5 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 contractor immediately for quick resolution to ensure patient satisfaction and job performance is not compromised.

5.6 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.

5.7 Within seven (7) days after receipt of award notification, the contractor shall provide evidence of required training, certifications, licenses, and any other qualifications required for this contract. The initial documentation shall be provided to the Contracting Officer (CO) prior to the commencement of performing any services under this contract.

5.8 During the period of performance, if the Contractor proposes to add-on or replace personnel to perform contract services, the Contractor shall submit the required evidence of training, certifications, licensing, and any other qualifications to the Contracting Officer Representative (COR). At no time shall the Contractor utilize add-on or replacement personnel to perform contract services who do not meet the personnel qualifications of this contract and who have not been approved by the COR.

5.9 Contractor shall be required to meet the following:

5.9.1 Shuttle driver physical examinations - to assure that operators can drive themselves and passengers safely, react to emergencies and, where appropriate, perform basic life support (BLS).

5.9.2 Required to wear professional shuttle uniforms that consist of a collared shirt, long pants (No jeans).

5.9.3 No T-shirts will be allowed as part of the uniform, will require collared shirts.

5.9.4 The uniforms are required to look professional, neat, and clean in appearance and should all match to clearly identify shuttle staff as a shuttle driver.

5.9.5 Contractor will ensure that staff have closed-toe shoes that are clean and neat in appearance. Shoes should be closed toe to allow employee to respond to any type of emergency.

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

5.9.7 Contractor shall submit uniforms/shoes for approval to COR to ensure it meets expectations.

5.9.8 Contractor shall be required to ensure shuttle drivers do not smoke on VA property or in the shuttle buses. Clothes are to be smoke free throughout the

36C25725R0036

Updated 4/21/2025 duration of their performance. VA Health Care Facilities are smoke-free meaning that smoking is prohibited for patients, visitors, contractors, volunteers, and vendors at all property assigned to VHA that is under the charge and control of VA (VHA Directive 1085).

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

5.9.10 Required to always wear their photo ID badge.

5.9.11 Shuttle drivers will be required to assist patrons with the removal of walkers, canes, or personal medical equipment on and off the shuttles if needed.

5.9.12 Shuttle drivers are required to have knowledge and training of the shuttle lifts to assist handicap patrons on and off the shuttles in a safe and secure manner.

Contractor will need to provide evidence of driver training on shuttle lift procedures for safety.

5.9.13 Shuttle drivers will be required to be familiar with the VA grounds to answer questions pertaining to drop off and pick up locations of the shuttle as well as the different entry point for customers utilizing the VA such as buildings and locations on property.

6.0 Shuttle Transportation Driver:

6.1 Contractor shall be responsible for using appropriate driver screening and selection criteria when employing drivers.

6.2 Driver Verification - All State 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.

6.3 The State driver’s licenses and driving records must be reviewed for all new drivers.

6.4 Driving records exhibiting an at-fault accident or moving violation must prompt a review of driver suitability for the transport of patients. Drivers may be limited or prohibited from transporting patients based on driving record or license status.

6.5 Appropriate driver screening 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.

6.6 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.

6.7 Drivers are required to have a Commercial Driver’s License (CDL).

6.8 Driver’s licenses and driving records must be verified every 4 years and upon the occasion of a VHA transportation accident. All drivers must meet the minimum VA and VHA medical requirements for the operation of vehicles. Medical evaluations of motor vehicle operators and incidental operators must be conducted in accordance with VA Handbook 5019, Part IV, Appendix B.

36C25725R0036

Updated 4/21/2025

6.9 All drivers transporting patients shall receive initial basic safe driver training and annual refresher to include defensive driving techniques, use of safety belts, medical center policy, patient safety, and emergency response procedures.

6.10 Contractors must receive training on basic first aid, cardiopulmonary resuscitation (CPR), bloodborne pathogens, and the use of personal protective equipment.

6.11 Drivers shall be trained in methods for securing patients including use of wheelchair lifts, restraint systems and other assistive devices during transportation. Driver training may only address the specific equipment of the assigned vehicle.

6.12 Wheelchairs must face forward during transit, when feasible. Wheelchair occupant restraint systems must be integrated by the manufacturer or approved by the manufacturer for use. The use of vehicles with wheelchair lift systems or vehicle retrofit must comply with DOT 49 CFR 571.404.

6.13 Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle Motor Vehicle Accidents involving shuttles on VA property, the SOP will need to be approved by the COR prior to rendering services.

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

6.15 Shuttle 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.

6.16 Prior to the commencement of services under this contract, the Contractor is responsible for providing the COR with verification that drivers shall have the following before they provide any services related to this contract:

a. Health examinations including TB testing and verification that it was completed.

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

c. 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;

d. A negative Tuberculosis test (TB) within the last six months, or if a known reactor, a negative chest X-ray upon hire.

e. 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);

f. Received training in Universal Precautions and Blood Borne Pathogens, Hazardous Material Management, and Life Safety Management (fire preparedness).

36C25725R0036

Updated 4/21/2025

g. Drivers should be in good health and not sick from any respiratory or gastrointestinal illness while transporting patients. Drivers shall not have a fever or flu-like symptoms while transporting patients.

h. All drivers transporting shall receive initial basic safe driver training and annual refresher to include defensive driving techniques, use of safety belts, transporting wheelchair patients safely and properly, safety and emergency response procedures. Training for drivers operating patient shuttles from the DOT, National Highway Traffic Safety Administration.

i. All shuttle drivers are required to be trained to perform basic life support (BLS). Drivers may need to respond to an emergency at any time on the shuttle bus and should be trained in how to respond.

j. 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.

7 Contractor Equipment, Vehicles, and Inspection:

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

a. Shall be required to provide a minimum of 12 passenger Shuttle bus = 10 Ambulatory Passengers + 2 Wheelchairs spots for all shuttle buses.

(Some shuttles have a bench that lifts up and can create 2 additional spots when wheelchairs are not being utilized on the shuttles= 12 Ambulatory passengers). Contractor will be responsible for ensuring equipment specifications are adequate to perform service without interruption at all locations.

b. Shall be required to provide a replacement shuttle for equipment malfunctions, accidents or replacement of vehicles required for maintenance. Replacement vehicle must meet same requirements and specifications as listed in PWS.

c. Wheelchair lift required, as shown in comparable specification link listed below: https://nwbus.com/inventory/shuttle-buses-for-sale/2025-hle-coach-14-passenger-ada-shuttle-bus-s33059/

d. Contractor is required to provide 10 shuttles -Dallas, 1 shuttle -SRMVC, 1 shuttle -FWOPC and 2 back up shuttles stationed on VA property.

e. Back-up shuttles are required to meet the same level of expectations of size, cameras/safety features, model/year and signage.

f. Passengers should not recognize any differences in back-up shuttles when utilized. Contractor is required to utilize the specified equipment for shuttle service. Contractor is required to ensure they are operational at all times during operation hours.

g. Contactor will ensure that routine maintenance, mechanical failures, weather, and staffing will not affect the operation of shuttle service.

https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fnwbus.com%2Finventory%2Fshuttle-buses-for-sale%2F2025-hle-coach-14-passenger-ada-shuttle-bus-s33059%2F&data=05%7C02%7C%7C0e60a08502dd4ba2fab208dd7d2d38b5%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C638804355352451410%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=dpkgKiyr9E7TCHU9vSs2pnmuu60rqO3Ks3oGskZeaV4%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fnwbus.com%2Finventory%2Fshuttle-buses-for-sale%2F2025-hle-coach-14-passenger-ada-shuttle-bus-s33059%2F&data=05%7C02%7C%7C0e60a08502dd4ba2fab208dd7d2d38b5%7Ce95f1b23abaf45ee821db7ab251ab3bf%7C0%7C0%7C638804355352451410%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=dpkgKiyr9E7TCHU9vSs2pnmuu60rqO3Ks3oGskZeaV4%3D&reserved=0

36C25725R0036

Updated 4/21/2025

7.2 Contractor shall be required to provide a vehicle no older than 5 years old. Vehicles shall be in good condition; clean and maintained in good repair in accordance with manufacturer's instructions and specifications, at all times during the performance of this contract.

7.3 The VA reserves the right to inspect the contractor’s equipment and vehicles as well as record keeping of maintenance quarterly to ensure it is being maintained in good repair.

7.4 The VA will make the decision of when the vehicles should be removed from service and replaced with a new vehicle.

7.5 Contractor shall be required to provide professional signage for each shuttle bus as outlined in the PWS, The VA will have the final decision on all signage being posted on the exterior or interior of the shuttles.

7.6 The VA reserves the right to inspect contractor's equipment and vehicles or require documentation of compliance with contract specifications, and State laws, rules, regulations, and guidelines governing transportation vehicles. VA inspections of contractor equipment will not constitute a warranty that the contractor's vehicles and equipment are properly maintained.

7.7 The VA reserves the right to restrict the Contractor's use of equipment and vehicles that are not in compliance with contract requirements. The restriction of such equipment and vehicles shall not relieve the contractor from performing in accordance with the strict intent and meaning of the contract and without additional cost to the VA.

7.8 Vehicles shall meet all current applicable Federal, State, and local specifications and regulations including, but not limited to, licensing, registration, and safety standards.

7.9 Vehicles shall be clean and maintained in good repair in accordance with manufacturer's instructions and specifications, at all times during the performance of this contract.

7.10 Vehicles will be washed /cleaned on the outside and inside regularly to ensure the shuttles stay clean and neat in appearance. Trash will be emptied daily as well as the buses checked regularly to ensure no spills or sanitary issues on the buses that cause odor or health risks.

7.11 The contractor shall not be permitted to borrow equipment from the medical facilities.

Contractor shall at no time and under any circumstances exchange equipment with VA. The shuttles are typically the first impression of our Veterans when coming to the facility it is important that these standards of cleanliness be maintained at all times.

7.12 Each vehicle will maintain a first aid kit, spill kit and fire extinguisher at all times.

These kits will be provided by contractor and will be inspected by contractor regularly to ensure they are compliant if a need or emergency arises.

36C25725R0036

Updated 4/21/2025

8 Contractor Performance and Notification:

8.1 In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA CORand provide a justification for non-performance. The failure of the Contractor to perform services within the required time frames and in accordance with terms and conditions may result in termination of the contract.

8.2 The Contractor will be notified of who the COR will be prior to commencement of contract.

8.3 Contractor shall provide shuttle services utilizing vehicles capable of transporting safely and comfortably, per the hours stated. Electronic Transmissions: The Contractor shall always utilize email to communicate patient incidents, requests for services, special correspondence, etc. to the VA.

8.4 Within seven (7) days after contract award the contractor shall provide its Contractor-Personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area.

8.5 Any personnel changes shall be submitted to the COR to verify the persons’ driver’s licenses, credentials, and medical fitness prior to the transportation of patients.

8.6 Contractor shall be provided with the name and contact information of the COR and Transportation Manager prior to commencement of contract.

8.7 Contractor shall coordinate and work with Valet and Escort contract staff to ensure patients, visitors and staff are handled appropriately regarding service overlap.

8.8 Outpatient escort will transport patients at the main entrances identified. Once the patient is off the shuttle lift, outpatient escort will transport the patient to their outpatient destination.

8.9 No VA staff or other contractors are allowed to operate the contractors shuttle lift, the contractor is required to ensure the patient is loaded and unloaded safely.

8.10 Contractor shall coordinate and work with valet and outpatient escort to ensure there is positive communication and teamwork to handle the needs of patients riding the shuttle that have escort needs or maybe loading and unloading in the valet area.

8.11 Contractor shall be required to carry out daily huddles before the commencement of the workday with valet 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. Contractor is required to provide documentation monthly to the COR of daily huddle meetings and topics discussed. Contractor shall communicate to the COR any recurring issues or concerns so they can be addressed timely among the services.

9 Contractor's Responsibilities and Insurance Requirements:

9.1 The Contractor shall obtain all necessary licenses and/or permits required to perform this work. The Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract.

36C25725R0036

Updated 4/21/2025

9.2 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.

9.3 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.

10 Safety Requirements:

10.1 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.

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

10.3 The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. If the Contractor fails or refuses to comply promptly, the Contracting Officer may issue an order, stopping all or any part of the work.

10.4 The Contractor shall immediately notify the VA of any incidents involving injury to VA patients during transport. The Contractor shall promptly complete and submit to the Contracting Officer Representative, an Incident Report with all information felt to be necessary for any full review. Bodily injuries resulting for incidents will be reported to Contracting Officer Representative with all information necessary.

10.5 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.

10.6 Contractor must report vehicle accidents and incidents to the COR with a formal accident report.

10.7 Provide interior and exterior cameras (front and back cameras required) on shuttles to monitor accidents and safety concerns. Features include a camera/recording system to capture accidents and behavior issues. Operating system should be able to view real time shuttle driving views, recorded shuttle views that show driving, times, stops, safety (speed, etc). Will be able to review customer service issues and police concerns regarding accidents and safety.

10.8 Contractor shall develop a Standard Operating Procedure (SOP) for communication on how they handle Motor Vehicle Accidents involving shuttles on VA property and how they handle all accidents involving contracted staff and shuttles. SOP must be submitted to the COR and Contracting Officer for approval.

36C25725R0036

Updated 4/21/2025

10.9 The Contractor shall notify the COR, in writing within 24 hours of any complaints made by the patients regarding 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.

10.10 The Contractor shall supply a contingency plan when schedules are disrupted, altered and/or increased or decreased during the life of the contract. To include Emergency Management Plan/Inclement Weather Plan to address staffing plans and supplies to ensure workload carries on in the event of weather conditions, or emergencies that may create challenges in normal operations.

10.11 The Contractor shall implement a Customer Service Plan to address feedback from Veterans, volunteers, staff, and visitors; ensure shuttle timeliness; manage behavior issues; and resolve day-to-day concerns through an onsite supervisor.

11 Interference with Normal Functions:

11.1 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 Contracting Officer Representative.

12 Contractor's Quality Control Program (QCP):

12.1 The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified and must be approved by the COR. The QCP is separate from the required Management/Technical Capabilities that will be provided by the contractor. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

12.1.1 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.

12.1.2. 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.

12.1.3 For methods used for identifying the quality of service performed please reference the Quality Assurance Surveillance Plan (QASP).

12.1.4 On-site records of all vehicle maintenance, cleaning and repairs performed on vehicles used in the performance of this contract. Institute methods to identify and prevent vehicle breakdowns, and detailed

36C25725R0036

Updated 4/21/2025 procedure for alternative transportation of patients in the event of mechanical breakdown of vehicle.

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

12.1.6 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.

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

12.1.8 Providing reports of patient complaints, peak hours, shuttle usage and concerns to COR weekly and monthly via reports. Reports should be submitted by email to the COR.

12.1.9 Contractor shall be required to ensure that the waiting times for shuttle service is less than 10 minutes. (tracked with a fleet tracking system for all routes)

12.1.10 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 the COR.

12.1.11 Contractor shall be required to provide staff training plans, ability to meet the workload, especially the scheduling changes, methodologies for identifying and correcting changes to staff level and training, ability to provide adequate supervision at all locations during hours of operation, and ability to have appropriate qualified staff.

12.1.12 Contractor should address contingency and risk plan for operating shuttles when schedules are disrupted, altered, and/or increased or decreased during the life of the contract. As well as emergency and weather-related concerns that directly impact the operation. Plans should illustrate how they will carry out operations, monitor the workload, ensure they have staffing plans for emergency preparedness.

12.1.13 Contractor shall address contingency plan in the event the contractor owned vehicles, equipment, etc. fails. The plan shall address temporary solutions to interruptions and shuttle service due to vehicle breakdowns

36C25725R0036

Updated 4/21/2025

13 Contractor Furnished Equipment and Supplies:

13.1 The Contractor shall furnish all the necessary resources, equipment and supplies to include at a minimum twelve (12) vehicles for specified routes and 2 back-up vehicles.

13.2 Contractor Vehicles, with appropriate and professional signage on shuttle buses that easily show the shuttle route name visible from front, side and back. (color zones are also required to show for Dallas shuttles) – Shuttle signage must be approved by the VA prior to placement on vehicles.

13.3 Vehicles shall contain at a minimum, the following:

13.3.1 Side and rear loading doors shall be operational from both inside and outside vehicle.

13.3.2 Steps shall be treated with non-skid material.

13.3.3 Vehicle shall have safety belts for all occupants.

13.3.4 Vehicle shall have heating, air conditioning and adjustable temperature controls.

13.3.5 ABC rated fire extinguisher with fire extinguisher tag showing record of inspections.

13.3.6 Vehicle shall contain a First Aid Kit with a minimum of the following:

band-aids, gauze, elastic bandages, sterile gauze pads, triangular bandages, cleansing wipes, tape, scissors, eye pads, and ammonia inhalants. All items shall be packed in sterile containers.

13.3.7 Vehicle shall have on board supplies to provide infection control precaution procedures.

13.3.8 Contractor shall provide a two-way radio or cellular phones that shall be fully operational at all times during contract performance.

13.3.9 Contractor shall provide software for shuttles providing real time tracking of shuttles showing Veterans, visitors, employees, and volunteers real-time shuttle pick-up/drop off information. Software will show transparency of pick-up times and route information in real time and shall be able to be viewed on VA TV monitors.

13.3.10 Contractor shall provide real time tracking system for shuttles to capture workload, peak times, and stats on waiting times for pickups and drop offs for patient experience. Provide weekly reports showing workload and stats on shuttle usage.

13.3.11 Contractor shall provide interior and exterior cameras (front and back cameras required) on shuttles to monitor accidents and safety concerns that feature a camera/recording system to capture accidents, driving, safety, speed, and behavior issues.

13.3.12 Contractor will be allowed to park vehicles in designated areas on site that the VA approves.