draft- SOW Eyeglass Fittings.docx

STATEMENT OF WORK

EYEGLASS FITTINGS SERVICE

1. Scope:

1.1. The provision of services to provide Veterans with eyeglass fittings, adjustments, repairs through coordination between Veterans Affairs and partner community providers. The below CPT (Current Procedural Terminology) Codes will be utilized:

1.1.1. 92340 Fit Spectacles Monofocal

1.1.2. 92341 Fit Spectacles Bifocal

1.1.3. 92342 Fit Spectacles Multifolcal

2. General:

2.1. The Department of Veterans Affairs (VA) has an ongoing program to provide prescription eyeglasses (both dress and safety) to eligible Veterans. The Contractor is to provide prescription eyeglasses fittings and onsite licensed optician services according to contract specification for beneficiaries of the following sites of care and their entire catchment areas (including outpatient clinics) throughout the VA Rocky Mountain Net (VISN 19).

2.2. VISN 19 primary facility list:

(442) Cheyenne VA Health Care System 2360 E Pershing Blvd, Cheyenne, WY 82001 Primary:

Alternate:

(554) VA Eastern Colorado Health Care System 1700 N Wheeling St, Aurora, CO 80045 Primary:

Alternate:

(436) VA Montana Health Care System 3687 Veterans Drive Fort Harrison, MT 59636 Primary:

Alternate:

(575) VA Western Colorado Health Care System 2121 North Ave, Grand Junction, CO 81501 Primary:

Alternate:

(666) Sheridan VA Medical Center 1898 Fort Rd, Sheridan, WY 82801 Primary:

Alternate:

2.3. VA anticipates award of a single indefinite delivery indefinite quantity (IDIQ) contract on a firm fixed price (FFP) basis for the above listed sites and their entire catchment areas (including outpatient clinics) within Veterans Integrated Service Network (VISN) 19 Rocky Mountain Network.

2.4. Currently, all ordering is done by Prosthetic and Sensory Aids Service (PSAS). However, each VISN 19 Rocky Mountain Network site reserves the authority to develop individual ordering and payment processes during the contract term. Vendor must accept electronic batch orders as well as submit electronic/batch invoices for billing. The number of patients covered by this contract is expected to increase or decrease within VISN 19 Rocky Mountain Network dependent upon beneficiaries added or removed throughout the contract term.

2.5. The terms “patient”, “Veteran”, and “beneficiary” shall be considered interchangeable throughout this document.

2.6. Definitions / Acronyms:

ACO – Administrative Contracting Officer ABO – American Board of Opticianry ANSI – American National Standards Institute AQL – Acceptable Quality Level BAA – Business Associate Agreement CDR – Contract Discrepancy Report CEU – Continuing Education Unit CFR – Code of Federal Regulations CME – Continuing Medical Education CO – Contracting Officer COR – Contracting Officer Representative CPARS – Contractor Performance Assessment Reporting System CPRS – Computerized Patient Record System (VA’s current electronic health record) EHR – Electronic Health Record ETA – Estimated Time of Arrival FDA – Food and Drug Administration FY – Fiscal Year HHS – Department of Health and Human Services HIPAA – Health Insurance Portability and Accountability Act IDIQ – Indefinite Quantity Indefinite Delivery ISO – Information Security Officer LIN – Line-Item Number OIG – Office of Inspector General PD – Pupillary Distance PHI – Protected Health Information PKI – Public Key Infrastructure PO – Purchase Order PSAS – Prosthetic Sensory Aid Service SOW – Statement of Work UV – Ultraviolet VA – Department of Veterans Affairs VAMC – Veterans Affairs Medical Center VISN – Veterans Integrated Service Network

3. Period of Performance:

3.1. The contract performance period is for one (1) year ordering period utilizing individual task orders which shall be placed at the discretion of the Government and subject to the availability of funds.

4. Pricing Schedule:

4.1. The Contractor shall provide a fitting for prescription eyeglasses at the fixed prices listed in Price Schedule. The unit price for a single fitting of prescription eyeglasses must be as specified in the Statement of Work. All quantities included in the Price Schedule are estimates only. Estimated quantities do not include projected increases or decreases but are representative of current volume. The Government is not obligated to any specified services but shall be obligated to provide payments for all services requested in accordance with the solicitation and in alignment with VHA Directive 1034; https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=8559

Station 436 Base Year Estimated Qty Station 442 Base Year Estimated Qty Station 554 Base Year Estimated Qty Station 575 Base Year Estimated Qty Station 666

TOTAL ESTIMATED QUANTITY

5. Staffing and Qualifications:

5.1. Personnel assigned by the Contractor to perform the services covered by this contract shall be competent and licensed opticians in the state they are working. All licenses held by the personnel working on this contract shall be full and unrestricted licenses and shall be maintained throughout the life of the contract. Additionally, all Contractor opticians shall hold current certification from the American Board of Opticians (ABO certified) and shall maintain certification throughout the life of the contract. The qualifications of such personnel shall also be subject to review by the COR or designee. All competencies and licenses shall be maintained throughout the contract.

5.2. Staff Competencies: The Contractor will ensure that all Contractor staff are competent and, where required, licensed by the occupation, State or Federal Government before performing work under the contract and shall ensure those competencies and licenses are maintained throughout the entire contract term. The Contractor shall ensure staff registered or certified by national/medical associations shall continue to meet the minimum standards for CME to remain current throughout the life of the contract.

5.3. Technical Proficiency: Personnel assigned by the Contractor to perform the services covered by this contract shall be technically proficient in the skills necessary to fulfill the Government’s requirements, including the ability to speak, understand, read and write English fluently. Contractor shall provide documents upon request of the CO/COR to verify current and ongoing competency, skills, certification and/or licensure related to the provision of care, treatment and/or services performed.

5.4. CME/CEU: Contractor staff registered or certified by national/medical associations shall continue to meet the minimum standards for CME to remain current throughout the life of the contract.

6. Standard Infection Control Measures:

6.1. Contractor shall provide proof of the following for Contractor’s opticians within five (5) calendar days after contract award and prior to the first duty shift to the COR and Contracting Officer. Tests shall be current within the past year.

6.1.1. TUBERCULOSIS TESTING: Contractor shall provide proof of a negative Tuberculosis Skin Test (TST) or interferon-gamma release assays (IGRA) for all Contractor’s opticians upon hire in accordance with CDC guidance. (This is applicable to all health care workers). A negative chest radiographic report for active tuberculosis shall be provided in cases of positive TST or IGRA results.

6.1.2. MEASLES, MUMPS, & RUBELLA TESTING: Contractors shall provide proof of immunity for all Contractor’s opticians {This is applicable to all health care workers}.

6.1.3. VARICELLA: Contractors shall provide proof of immunity for all Contractor’s opticians {This is applicable to all health care workers}.

6.1.4. ACELLULAR PERTUSSIS: Contractors shall provide proof of 1 dose of Tdap vaccination for all Contractor physicians {This is applicable to all health care workers}

6.1.5. INFLUENZA: Contractors shall provide proof that all Contractor’s opticians have received the annual Influenza vaccine unless it is contraindicated. If the Contractor’s opticians has a medical contraindication to the vaccine they shall be required to wear a mask during the Influenza season. {This is applicable to all health care workers}.

6.1.6. COVID-19: (Facilities should tailor this section to align with current guidelines regarding vaccination, etc. Remove if not applicable.)

6.1.7. OSHA REGULATION CONCERNING OCCUPATIONAL EXPOSURE TO BLOODBORNE PATHOGENS: Contractor shall provide evidence of completing and passing generic self-study blood-borne pathogen training for all Contractor’s opticians (s) {This is applicable to all health care workers}.

6.1.8. Provide their own Hepatitis B vaccination series and hepatitis B surface antigen test results following the hepatitis B vaccination series.

6.2. Maintain an exposure determination and control plan.

6.3. Maintain required records and ensure that proper follow-up evaluation is provided following an exposure incident.

6.4. The facility shall notify the Contractor of any significant communicable disease exposures as appropriate. Contractor shall adhere to current CDC/HICPAC Guideline for Infection Control in health care personnel (as published in American Journal for Infection Control- AJIC 1998; 26:289-354 ) for disease control. Contractor shall provide follow up documentation of clearance to return to the workplace prior to their return.

7. Access to Patient Information:

7.1. In performance of official duties, Contractor’s provider(s) have regular access to printed and electronic files containing sensitive data, which must be protected under the provisions of the Privacy Act of 1974 (5 U.S.C. 552a), and other applicable laws, Federal Regulations, Veterans Affairs statutes, and policies. Contractor’s employee(s) are responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion and (2) following all applicable regulations and instructions regarding access to computerized files, release of access codes, etc.,

7.2. CONFIDENTIALITY OF PATIENT RECORDS:

7.2.1. The Contractor is a VA Contractor and shall assist in the provision of health care to patients seeking such care from or through VA. As such, the Contractor is considered as being part of the Department health care activity. Contractor is considered to be a VA Contractor for purposes of the Privacy Act, Title 5 U.S.C. 552a. Further, for the purpose of VA records access and patient confidentiality, Contractor is considered to be a VA Contractor for the following provisions: Title 38 U.S.C. 5701, 5705, and 7362. Therefore, Contractor may have access as would other appropriate components of VA, to patient medical records including patient treatment records pertaining to drug and alcohol abuse, HIV, and sickle cell anemia, to the extent necessary to perform its contractual responsibilities. However, like other components of the Department and not withstanding any other provisions of the contract, the Contractor is restricted from making disclosures of VA records, or information contained in such records, to which it may have access, except to the extent that explicit disclosure authority from VA has been received. The Contractor is subject to the same penalties and liabilities for unauthorized disclosures of such records as VA.

7.2.2. The records referred to above shall be and remain the property of the VA and shall not be removed or transferred from VA except in accordance with U.S.C. 551a (Privacy Act), 38 U.S.C. 5701 (Confidentiality of claimant’s records), 5 U.S.C. 552 (FOIA), 38 U.S.C. 5705 (Confidentiality of Medical quality Assurance Records), 38 U.S.C. 7332 (Confidentiality of Certain Medical Records) and federal laws, rules, and regulations.

7.2.3. HIPAA COMPLIANCE: Contractor must adhere to the provisions of Public Law 104-191, Health Insurance Portability and Accountability Act (HIPAA) of 1996 and the National Standards to Protect the Privacy and Security of Protected Health Information (PHI). As required by HIPAA, the Department of Health and Human Services (HHS) has promulgated rules governing the security and use and disclosure of protected health information by covered entities, including the Department of Veterans Affairs (VA).

7.2.4. RULES OF BEHAVIOR FOR AUTOMATED INFORMATION

SYSTEMS: Contractor staff having access to VA Information Systems are required to read and electronically sign a Rules of Behavior statement which outlines rules of behavior related to VA Automated Information Systems. This shall be completed via VA 10176 Privacy and Information Security Awareness Training and Rules of Behavior in TMS prior to obtaining access to VA information systems. Paper copies of the National Rules of Behavior can be obtained from the Facility ISO or COR at any time.

7.2.5. CONFLICT OF INTEREST: The Contractor and all Contractor’s provider (s) are responsible for identifying and communicating to the CO and COR conflicts of interest at the time of quotation and during the entirety of contract performance. At the time of proposal, the Contractor shall provide a statement which describes, in a concise manner, all relevant facts concerning any past, present, or currently planned interest (financial, contractual, organizational, or otherwise) or actual or potential organizational conflicts of interest relating to the services to be provided. The Contractor shall also provide statements containing the same information for any identified consultants or subcontractors who shall provide services. The Contractor must also provide relevant facts that show how it’s organizational and/or management system or other actions would avoid or mitigate any actual or potential organizational conflicts of interest.

8. Citizenship related Requirements:

8.1. Contractor certifies that the Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs.

8.2. While performing services for the Department of Veterans Affairs, the Contractor shall not knowingly employ, contract or subcontract with an illegal alien; foreign national non-immigrant who is in violation their status, as a result of their failure to maintain or comply with the terms and conditions of their admission into the United States. Additionally, the Contractor is required to comply with all “E-Verify” requirements consistent with “Executive Order 12989” and any related pertinent Amendments, as well as applicable Federal Acquisition Regulations.

8.3. If the Contractor fails to comply with any requirements outlined in the preceding paragraphs or its Agency regulations, the Department of Veterans Affairs may, at its discretion, require that the foreign national who failed to maintain their legal status in the United States or otherwise failed to comply with the requirements of the laws administered by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor, shall be prohibited from working at the Contractor’s place of business that services Department of Veterans Affairs patient referrals; or other place where the Contractor provides services to veterans who have been referred by the Department of Veterans Affairs; and shall form the basis for termination of this contract for breach.

8.4. This certification concerns a matter within the jurisdiction of an agency of the United States and the making of a false, fictitious, or fraudulent certification may render the maker subject to prosecution under 18 U.S.C. 1001.

8.5. The Contractor agrees to obtain a similar certification from its subcontractors. The certification shall be made as part of the offerors response to the RFP using the subject attachment in Section D of the solicitation document.

9. Annual Office of Inspector General (OIG) Statement:

9.1. In accordance with Health Insurance Portability Accountability Act (HIPPA) and the Balanced Budget Act (BBA) of 1977, the VA OIG has established a list of parties and entities excluded from Federal health care programs. Specifically, the listed parties and entities may not receive Federal Health Care program payments due to fraud and/or abuse of the Medicare and Medicaid programs.

9.2. Contractor shall review the OIG List of Excluded Individuals/Entities on the OIG web site at "http://www.hhs.gov/oig" www.hhs.gov/oig to ensure that the proposed Contract staff and/or firm(s) are not listed. Contractor should note that any excluded individual or entity that submits a claim for reimbursement to a Federal health care program, or causes such a claim to be submitted, may be subject to a Civil Monetary Penalty (CMP) for each item or service furnished during a period that the person was excluded and may also be subject to treble damages for the amount claimed for each item or service. CMP’s may also be imposed against the Contractor that employ or enter into contracts with excluded individuals to provide items or services to Federal program beneficiaries.

9.3. By submitting their proposal, the Contractor certifies that the OIG List of Excluded Individuals/Entities has been reviewed and that the Contractors are and/or firm is/are not listed as of the date the offer/bid was signed. During the performance of this contract the Contractor is prohibited from using any individual or business listed on the List of Excluded Individuals/Entities.

10. Non-Personal Services:

10.1. The parties agree that the Contractor, contract staff, agents and sub-contractors shall not be considered VA employees for any purpose. All individuals that provide services under this resultant contract and are not employees of the VA and shall be regarded as subcontractors. The Contractor shall be responsible and accountable for the quality of care delivered by all its subcontractors. The Contractor shall be responsible for strict compliance of all contract terms and conditions without regard to who provides the service.

10.2. Indemnification:

10.2.1. The Contractor shall be liable for, and shall indemnify and hold harmless the Government against, all actions or claims for loss of or damage to property or the injury or death of persons, arising out of or resulting from the fault, negligence, or act or omission of the Contractor, its agents, or employees.

10.3. CONTRACT PERSONNEL/NO EMPLOYEE STATUS:

10.3.1. The Contractor shall be responsible for Contractor personnel and/or subcontractors. To carry out this responsibility, the Contractor shall provide or certify that the following is provided for all contract staff providing services under the resultant contract:

10.3.1.1. Workers’ compensation

10.3.1.2. Professional liability insurance

10.3.1.3. Health examinations

10.3.1.4. Income tax withholding, and

10.3.1.5. Social security payments

10.4. Inherently governmental functions PROHIBITED:

10.4.1. This includes, but is not limited to, determination of agency policy, determination of Federal program priorities for budget requests, direction and control of government employees, selection or non-selection of individuals for Federal Government employment including the interviewing of individuals for employment, approval of position descriptions and performance standards for Federal employees, approving any contractual documents, approval of Federal licensing actions and inspections, and/or determination of budget policy, guidance, and strategy. Tort Liability: The Federal Tort Claims Act does not cover Contract staff. When a Contract staff member has been identified as a provider in a tort claim, the contractor’s staff member shall notify the Contractor’s legal counsel and/or insurance carrier. Any settlement or judgment arising from a contractor’s provider’s action or non-action is the responsibility of the Contractor and/or insurance carrier. The Contractor will immediately notify the Contracting Officer of any threatened or potential administrative or legal action and any notice or complaint regarding such action, which relates in any way to this contract.

10.5. The Contracting Officer and COR shall be provided in writing(either electronically or by hard copy) after award a listing of key personnel assigned and the Contractor shall provide certifications and curricula vitae, resumes, licenses, certifications, and/or other pertinent information on the qualifications of the Dispensing Opticians.

10.6. Personnel Substitutions:

10.6.1. During the first ninety (90) calendar days of performance, the Contractor shall make NO substitutions of key personnel unless the substitution is necessitated by illness, death or termination of employment.

The Contractor shall notify the COR, in writing, within (24 hours) upon termination or departure of an employee. Substitutes shall have comparable qualifications to those of the persons being replaced. For temporary substitutions of any period exceeding two weeks will require the procedure as stated above.

10.7. The Government reserves the right to refuse acceptance of any Contractor personnel at any time after performance begins, if personal or professional conduct jeopardizes patient care or interferes with the regular and ordinary operation. Breaches of conduct include intoxication or debilitation resulting from drug use, theft, patient abuse, dereliction or negligence in performing directed tasks, or other conduct resulting in formal complaints by patient or other staff members to designated Government representatives. Standards for conduct shall mirror those prescribed by current federal personnel regulations. Should the VA COR or designee show documented clinical problems or continual unprofessional behavior/actions with any Contractor’s optician(s), s/he may request, without cause, immediate replacement of said Contractor’s optician(s). The CO and COR shall deal with issues raised concerning Contractor’s optician(s) conduct. The final arbiter on questions of acceptability is the CO.

10.8. Contingency Plan:

10.8.1. The Contractor must have a detailed contingency plan to meet contract requirements and continue fitting service in the event of power outage, staffing shortage, natural disaster or other emergency situations curtailing or shutting down operations at Contractors location. The Contractor is responsible for alerting the COR as soon as known in the event there is a power outage, staffing, weather related problems, phone or fax issues, etc.

10.8.2. In the event of Contractor service interruptions beyond the Contractor’s control (natural disaster, fire, mail shipment services, etc.), the Contractor shall immediately notify the COR. The Contractor will provide and effective alternative solution in order to resume timely services within five (5) business days, or within a longer time mutually agreed upon time by the Contractor and CO, in coordination with the COR.

11. Hours of Operation:

11.1. Business Hours:

11.1.1. The contractor shall provide Optician services to provide fitting, repair, and measuring services five days a week, 40 hours per week (excluding Federal Holidays), Monday through Friday. The exact working hours shall be agreed upon between the facilities COR and the contractor.

11.2. Upon mutual agreement of both parties, the days and hours of services may be expanded to include evenings and weekends, which may require the addition of Opticians to meet the demand. The expansion of hours or increase in days will constitute a change in scope of the contract and must be authorized through a modification to the contract. Only the CO has the authority to modify the contract.

11.3. Federal Holidays:

11.3.1. New Year’s Day

11.3.2. President’s Day

11.3.3. Martin Luther King’s Birthday

11.3.4. Memorial Day

11.3.5. Juneteenth

11.3.6. Independence Day

11.3.7. Labor Day

11.3.8. Columbus Day

11.3.9. Veterans Day

11.3.10. Thanksgiving

11.3.11. Christmas

11.3.12. Any day specifically declared to be a national holiday.

12. Contractor Responsibilities:

12.1. Clinical Personnel Required:

12.1.1. The Contractor shall provide Contractor’s Optician(s) who are competent, qualified per this performance work statement and adequately trained to perform assigned duties.

12.2. Verification:

12.2.1. Verification of prescription and delivery to the veteran or VA shall be documented and available to VA as requested. Contractor shall not alter the veteran’s prescription in any way without prior approval and written authority from the authorized VA prescriber.

12.2.2. The documented final inspection check of each pair of eyeglasses will ensure that each pair of eyeglasses meets ANSI standards, are well assembled, and ready to be worn barring any adjustments the Veteran may need to improve comfort. This includes the following:

12.2.2.1. Checking to be sure the correct frame ordered for the job has been pulled. This means not only the correct frame style but the size and color. Also be sure the frame matches the shape of the frame style ordered.

12.2.2.2. Ensuring any tints requested are provided: transition, polarized, blue blocker, etc.

12.2.2.3. Ensuring that a lensometer (manual or automated) is used to check the power of the lenses and the axis, ensures prism is present if requested; ensures that pupillary distance (PD’s), segment height, base curves, and bevels are correct.

12.2.2.4. Checking job after mounted in frame ensuring that bevels fit properly in frame, segment alignments are correct, and lenses are secure in frame and cut to proper size.

12.2.2.5. Completing final inspection that includes a basic alignment of the glasses – standard 4-point touch and ensuring that all screws/fittings including nose pad screws are secure, unnecessary progressive markings taken off the glasses.

12.2.2.6. The Contractor is required to provide the COR/VA

documentation each month for eyeglasses that need to be returned to the Contractor to due to quality problems.

12.3. Backorder:

12.3.1. In the event there is a backorder the COR will communicate this information within 3-business days to the Contracted Opticians mail group. The communication will include the estimated time of arrival (ETA)Contractor Optician can decide how to proceed.

12.3.2. The COR will provide follow-up electronic communication to the Contractor Opticians on the estimated date of arrival indicating if the eyeglass frames are in or the latest ETA. The Contractor will continue to provide ongoing communication at each ETA point until the frame issue is resolved.

12.4. Frame Outage & Discontinuations:

12.4.1. In the event there is a frame outage or discontinuation the COR will communicate this information within one (3) business days from awareness to the Contractor Optician. The communication will indicate what frame is proposed to replace the discontinued/unavailable frame and shall include a picture of the proposed replacement and pertinent details such as available sizes and colors.

12.4.2. The COR will communicate this information to the Contractor Optician. Only VA approved replacements/frame changes will be implemented.

13. Space and Equipment:

13.1.1. The Contractor shall provide all equipment and supplies required to support on-site optical fitting and dispensary services. The Contractor’s Opticians must have access to appropriate tools for dispensing on all premises. It will be the Contractor’s responsibility to maintain all Contractor furnished equipment in good working and calibrated condition. Contractor furnished equipment may include but are not limited to:

13.1.1.1. Adjustment and bench tools.

13.1.1.2. Screwdrivers, both flat and Phillips head

13.1.1.3. Lensometer

13.1.1.4. Lens clock

13.1.1.5. Frame warmer (hot air)

13.1.1.6. P.D. Ruler

13.1.1.7. Pupilometer and/ or penlight, or interpupillary measuring device.

13.1.1.8. Frame and lens cleaning products

13.1.1.9. Thickness calipers

13.1.1.10. Vertex distometer

13.1.1.11. Tolerance chart

13.1.1.12. Visual acuity charts

13.2. Repair Kit:

13.2.1. The Contractor shall provide their own repair kit consisting of nose pads in a variety of types/materials and sizes, nose pad screws, eye wire hinge screws, nylon rimless cord, frame liner, temple covers, thread seeker screws, silicone strap bridges, eyeglass cleaner, cleaning cloths for use by opticians only, shrink wrap, Loctite (or equivalent adhesive), cleaning and cloths to remove markings on progressive lenses, and the tools necessary for those repairs to contracted frames.

13.2.2. The Contractor shall maintain repair kit tools and associated supplies necessary to complete those repairs onsite. Repair kits shall be restocked as needed at no additional cost to the Government.

13.3. Display Rack and Tray:

13.3.1. The Contractor will provide any related hardware that may be required to display VA approved frames at no cost to the VA.

13.3.2. The Contractor will provide replacement racks and hardware as needed at no cost to the VA.

14. Return Process:

14.1. The contractor optician will communicate with COR for facility process when return is needed.

15. CONTRACT MANAGER:

15.1. The Contractor shall designate two (2) individuals as the "Contract Manager" (one primary, one alternate) who shall ensure that services are performed in accordance with the contract specifications.

15.2. The Contract Manager shall act as the liaison to resolve day-to-day business management and operational problems throughout the term of the contract. This individual shall be available to each VA Medical Center and Outpatient Clinic during normal business hours 8:00 AM to 4:30 PM (CST), Monday through Friday, excluding weekends and Federal holidays.

15.3. PRIMARY CONTRACT MANAGER NAME: __________________

15.4. OFFICE PHONE NUMBER: ______________________________

15.5. CELL PHONE NUMBER: ________________________________

15.6. EMAIL ADDRESS: __________________________________________

15.7. ALTERNATE CONTRACT MANAGER NAME:________________

15.8. OFFICE PHONE NUMBER: __________________________

15.9. CELL PHONE NUMBER: ____________________________

15.10. EMAIL ADDRESS: __________________________________________

16. Communication / Customer Service:

16.1. Throughout the term of the contract Contractor staff will be readily available and answering telephones to address VA inquiries in a timely manner during normal business hours 8:00 AM to 4:30 PM (CST), Monday through Friday, excluding weekends and Federal holidays. Staffing will be adequate so that all calls or e-mails are answered or responded to not later than 48-hour after being placed by VA.

16.2. It is the Contractor’s responsibility to monitor response times and provide evidence of call responsiveness when requested by VA. Contractor management staff will be available via cell phone numbers to address any emergent issues on an immediate basis. Those numbers will be provided to the VA upon award.

16.3. The Contractor must have the capacity to utilize encrypted e-mail on their computer system for electronic communication of orders and patient information to and from VA ordering staff.

16.4. The fax machine shall be independent from the Contractor’s established phone line and be able to accept faxed orders. The Contractor shall maintain a log of all work transmitted via fax, computer, and telephone. Mailing orders will only be used in the event of emergency due to power outages affecting fax or email capabilities. In the event orders are sent via facsimile, the Contractor will provide email confirmation to the applicable COR containing a summary of purchase orders received by close of business each day.

17. Performance Standards:

17.1. The items listed below illustrate the primary areas of Contractor performance that the VA will review regularly and the associated acceptable quality level.

17.2. Patient Satisfaction:

17.2.1. Numerator/Denominator: N = # of VA patients returning surveys that are satisfied with the eyeglass program. Based on customer satisfaction questions provided with each pair of eyeglasses. D = # of VA patients returning surveys.

17.2.2. Acceptable Quality Level: 90%

17.2.3. Surveillance Method: Review of monthly Customer Satisfaction Report (comprised of results from survey cards returned by Veterans)

17.2.4. Frequency: Monthly

17.3. Maintains Licensing and Certification:

17.3.1. Performance Requirement: Updated Licensing and certification shall be provided as they are renewed. Licensing and certification information kept current throughout life of contract.

17.3.2. Standard: All (100%) licensing and certification(s) for Contractor’s provider(s) shall be provided as they are renewed. Licensing and registration information kept current.

17.3.3. Acceptable Quality Level: 100%, no deviations

17.3.4. Surveillance Method: Periodic Sampling and Random Sampling

17.3.5. Frequency: Quarterly and as needed

18. Joint Commission / Equivalent Standards:

18.1. The following is applicable to the dispensing opticians:

18.1.1. While the contract does not require Joint Commission

accreditation the Contractor must perform the required work in accordance with Joint Commission and CMS standards. The Contractor must demonstrate that he/she has met or exceeded Joint Commission and CMS requirements. A copy of these standards may be obtained from the Joint Commission on Accreditation of Healthcare Organizations, One Renaissance Blvd., Oakbrook Terrace, IL 60181. The websites for Joint Commission and CMS are: http://www.jointcommission.org/Standards/ ; http://www.cms.hhs.gov/

18.1.2. The Contractor is required to develop and maintain the following documents for all Contractor personnel working on the contract: credentials and qualifications for the job; a current competency assessment (an assessment of knowledge, skills, abilities and behaviors required to perform a job correctly and skillfully; includes knowledge and skills required to provide care for certain patient populations, as appropriate.); a current performance evaluation supporting ability of the Contractor personnel to successfully perform the work required in this contract; and listing of relevant continuing education for the last two years. The Contractor will provide current copies of these records at the time of contract award and annually on the anniversary date of contract award to the COR, or upon request, for all Contractor personnel working on the contract.

18.1.3. The Contractor will be responsible to ensure that Contractor personnel providing work on this contract are fully trained (for opticians: certified by the appropriate certifying body) and competent to perform the required work.

18.1.4. When changes in Contractor personnel are approved in

accordance with the “Key Personnel” clause of the contract, the Contractor must provide evidence of orientation, the current competency assessment, and current performance evaluation that supports the above.

18.1.5. While the agreement does not require Joint Commission accreditation or other regulatory body requirements, the Contractor is required to perform the required work in accordance with Joint Commission and CMS standards.

19. Government Responsibilities:

19.1. Oversight of Service/Performance Monitoring:

19.1.1. CO Responsibilities:

19.1.1.1. The CO is the only person authorized to approve changes or modify any of the requirements of this contract. The Contractor shall communicate with the CO on all matters pertaining to contract administration.

19.1.1.2. Only the CO is authorized to make commitments or issue any modification to include (but not limited to) terms affecting price, quantity, or quality of performance of this contract.

19.1.1.3. The CO shall resolve complaints concerning Contractor’s provider relations with the Government employees or patients. The CO is final authority on validating complaints.

19.1.1.4. In the event the Contractor effects any such change at the direction of any person other than the CO without authority, no adjustment shall be made in the contract price to cover an increase in costs incurred as a result thereof. If contracted services do not meet quality and/or safety expectations, the best remedy will be implemented, to include but not limited to a targeted and time limited performance improvement plan; increased monitoring of the contracted services; replacement of the contract staff and/or renegotiation of the contract terms or termination of the contract.

19.1.1.5. In the event that the Contractor is involved and named in a validated patient complaint, the Government reserves the right to refuse acceptance of the services of such personnel. This does not preclude refusal in the event of incidents involving physical or verbal abuse.

19.1.1.6. The Government reserves the right to refuse acceptance of Contractor, if personal or professional conduct jeopardizes patient care. Breaches of conduct include intoxication or debilitation resulting from drug use, theft, patient abuse, dereliction, or negligence in performing directed tasks, or other conduct resulting in formal complaints by patient.

19.1.1.7. The Contracting Officer and Contracting Officer

Representative (COR) shall deal with issues raised concerning contract personnel’s conduct. The final arbiter on questions of acceptability is the Contracting Officer.

19.1.2. COR Responsibilities:

19.1.2.1. In accordance with VAAR 852.270-1, Representatives of Contracting Officers, the CO will designate representative(s) to act for him/her in furnishing technical guidance and advice or generally supervise the work to be performed under this contract. Such designation will be in writing and will define the scope and limitations of the designee’s authority. A copy of the designation(s) will be provided to the Contractor upon award.

19.1.2.2. The COR shall be the VA official responsible for verifying contract compliance. After contract award, any incidents of Contractor or Contractor’s provider noncompliance as evidenced by the monitoring procedures shall be forwarded immediately to the Contracting Officer.

19.1.2.3. The COR will be responsible for monitoring the

Contractor staff performance to ensure all specifications and requirements are fulfilled. Any evidence of the Contractor's non-compliance shall be forwarded immediately to the Contracting Officer.

19.1.2.4. In the event the Contractor fails to provide the services in this contract, payments will be adjusted to compensate the Government for the difference.

20. Contract Administration:

20.1. All contract administration functions will be retained by the VA. After award of contract, all inquiries and correspondence relative to the administration of the contract shall be addressed to:

20.1.1. Contracting Officer (CO) & Contract Specialist (CS)

20.1.2. Contracting Officer’s Representatives (COR):

20.1.2.1. Primary COR:

Delegated COR to be determined at the time of award

20.1.2.2. alternate COR:

Delegated Alt. COR to be determined at the time of award.

21. Weekly Contractor Communication:

21.1. Contractor will provide weekly list Sat-Sun of Patients seen and fitted for eyeglasses at their location by the following Monday prior to 1200.

22. Monthly Reports:

22.1. The Contractor shall submit the following reports to the COR or designee by the 15th of each month. All reports must be approved by the VA prior to use.

22.1.1. Contractors Patient Satisfaction Survey:

22.1.1.1. The Contractor will administer a VA approved “Fitting Satisfaction Survey.” The Contractor will provide the addressed/stamped survey card or digital equivalent with each eyeglass fitting. The contractor will compile responses and provide the Facility COR a monthly recap report. By the 15th of each month, the Contractor will send, via electronic mail, a complete and accurate customer satisfaction report for the previous month, to the Facility COR or designee utilizing the standardized Excel worksheet document to be provided by the VA. The Contractor will take appropriate actions to maintain a high level of customer satisfaction.

22.1.2. VAs Patient Satisfaction survey

22.1.2.1. Contractor will display and encourage veterans to use VA provide QR code to rate their experience and provide feedback. Every effort will be made to get maximum participation from patients. VA will provide feedback to Contractor by the 15th of each month.

23. Quarterly Reports:

23.1. The Contractor shall submit the following reports to Facility COR or designee quarterly by the 15th of each month following the close of a federal fiscal year quarter.

23.1.1. Licensure Report & Training Report:

23.2. For any personnel that are required by the occupation or State or Federal Government to have licenses or competencies the Contractor will provide a quarterly report noting the name of the personnel, title, type of license, license expiration date, date of last competency review, and date next competency is due.

· Quarter 1 is October/November/December reports due January 15th

· Quarter 2 is January/February/March reports due April 15th

· Quarter 3 is April/May/June reports due July 15th

· Quarter 4 is July/August/September reports due October 15th:

24. Meetings:

24.1. The Contractor will participate in teleconferences or meetings as required by VA CO/CS/COR to address issues and concerns with this contract as needed.

25. Invoicing / Payment Procedures and Requirements:

25.1.1. In addition to regulations set forth in FAR 52.212-4(g), Contract Terms and Conditions – Commercial Items, "Invoice," the Contractor shall submit the final invoice for any services performed no later than 30 days after the end of the period of performance of the contract. VA will review the invoice against its records. VA will notify the Contractor of any discrepancies. Upon resolution of the discrepancies, VA will approve the invoice and make payment to the Contractor.

25.1.2. It shall be considered fraudulent for the Contractor to bill other third-party insurance sources for services rendered to Veteran enrollees under this contract.

25.1.3. Each month, the Contractor shall submit station-specific invoices via electronic mail to the COR.

25.2. Each station shall then review the invoice and create a discrepancy list (if applicable) and submit that back to the Contractor within 10 business days of receiving the invoice.

25.3. Upon resolution of the discrepancies, the Contractor and the COR shall agree on the total price for the month, and the VA shall approve the invoice for payment.

25.4. The Contractor shall submit the agreed-upon invoice along with the Obligation number into the Tungsten payment system.

25.5. The Contractor shall invoice per month separately for any past months, to include:

25.5.1. A separate invoice containing supporting and required documents, and an invoice report in Excel format.

25.5.2. A printed invoice summary of the total amount due and a printed invoice in alphabetical order.

25.6. At a minimum, each invoice shall contain the following information:

25.6.1. Patient Name(s) submitted alphabetically

25.6.2. Last four digits of SSN

25.6.3. Date of Birth

25.6.4. CPT Code

25.6.5. Cost/Charge

25.6.6. Date(s) of service, including start and end dates

25.6.7. Eye Exam Authorization Number

25.7. Each month shall have its own invoice; they shall not be co-mingled. Past charges shall be separated on a separate invoice.