P02 SOW VABHS Design of Wayfinding 20240312.pdf

VA Boston Healthcare System WAYFINDING DESIGN PACKAGE Page 1 of 10

WAYFINDING DESIGN SERVICES

PROCUREMENT PACKAGE

Performance Work Statement

523-24-1-4810-0006

U.S. Department of Veterans Affairs

VA Boston Healthcare System Massachusetts

March 12, 2024 http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=AqvjxXDdh70XDM&tbnid=EEM7upSXjzQxWM:&ved=0CAgQjRwwAA&url=http://www.wbdg.org/references/pa_va.php&ei=Op6SUZDnN8vo0wG37YGoCA&psig=AFQjCNEHb7P3AO4_XCdg3nzxnFN7PWz8jQ&ust=1368649658961079

VA Boston Healthcare System WAYFINDING DESIGN PACKAGE Page 2 of 10

A. BACKGROUND

Wayfinding is directly correlated to patient experience while visiting a VA Boston Healthcare System facility. VA Boston’s poorly designed and incoherent signage program has led to negative patient surveys, patient appointment delays, and patients not returning. Most importantly this negative experience has led to stress and frustration of patients, caregivers, visitors, and staff. The design of a holistic wayfinding program needs to be developed for all VA Boston facilities to ensure a positive patient experience and allow patients, caregivers, and staff to feel supported, satisfied with their care, and gain the trust of the medical center.

B. OBJECTIVE

A successful wayfinding program would be intuitive and cohesive across all three campuses and the five CBOCs for patients, caregivers, visitors, and staff. The program would encompass not only signs but exterior and interior Architectural elements, branding of service lines, appointment cards, website, electronic navigation systems, Red Coat ambassadors, paper, and digital maps. By implementing all the items above in an all-inclusive, human-centered approach, Veterans and their caregivers will be able to navigate effectively and with confidence. An effective wayfinding program will allow for seamless navigation, from pre-arrival planning, to release after visit.

C. SCOPE OF WORK

The Contractor will be required to provide professional wayfinding design services necessary to develop concept drawings and specifications as described herein for the entire VA Boston Healthcare System’s three main campuses and five CBOCs.

Main Campus Addresses:

Brockton Campus West Roxbury Campus Jamaica Plain Campus 940 Belmont St. 1400 VFW Parkway 150 South Huntington Ave.

Brockton, MA 02301 West Roxbury, MA 02132 Jamaica Plain, MA 02130

Outpatient Clinic Addresses:

Plymouth CBOC Quincy CBOC Framingham CBOC 116 Long Pond Road 110W Squantum Street 61 Lincoln Street Plymouth, MA 02360 Quincy, MA 02171 Framingham, MA 01702

Lowell CBOC Causeway CBOC 130 Marshall Road 251 Causeway Street Lowell, MA 01852 Boston, MA 02114

This project requires a combined architectural, interior design and/or environmental graphics design organization with significant experience in developing a large-scale wayfinding program consisting of interior and exterior signage, posters/artwork, digital kiosks, electronic navigation systems, and feature wall design in a major medical center environment. For an effective wayfinding program to be achieved; a development of an integrated design team is needed. The project team will consist of representative(s) of leadership, Veterans, Patient Experience Office, VSO’s, EMS, Engineering, Interior Design, Public Affairs, Volunteer Services, and key frontline staff members.

Development of designing a successful wayfinding program will consist of collaborative team meetings, research, and close study of effective programs at other medical facilities and collection of data through interviews and/or surveys.

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The intent of this project is to include:

• Design must be in 100% compliance of VA Barrier Free Design guide https://www.cfm.va.gov/til/etc/dsBarrFree.pdf. Final design must be approved by VABHS Engineering/interior design.

• Perform a field survey of the identified facilities for the VA Boston.

o Field survey data collection format submittal prior to preliminary field survey meeting with the VA Engineering Department/interior design.

o A preliminary field survey meeting will be conducted to discuss the approach and data collection process prior to the field survey being initiated.

• Provide at a minimum, three (3), recommended Design Development options as to how the government could move forward with the proposed new wayfinding master plan

• Provide specific conceptual design layouts with the identified areas to review with VA wayfinding committee, Interior Design, staff, and key stake holders.

• Final design must be approved by wayfinding committee prior to proceeding to 100% concept documents completion.

• Design wayfinding master plan with VABHS Engineering and national standard requirements in mind using finish program guides, IBC, AABA and Barrier Free Design Guides, NFPA, Life Safety Code standards, etc.

• Review existing lead and asbestos abatement reports to determine if design concepts impact identified lead and asbestos containing materials. If so, design the abatement of such impacted hazard materials.

• In conjunction with the VABHS Interior Designer, address repairs/renovations to wall, floor and ceiling finishes affected by potential new conceptual designs.

• All new conceptual designs shall be consistent with the best practices in the industry and meet the currents standards.

• To comply with VA Design Manuals, the A/E shall include a licensed professional interior designer, graphic designer, and fire safety specialist in the state of Massachusetts.

The contractor shall accomplish the following three (3) phases:

1. Schematic Design Phase (SD) 30%:

• Survey and evaluate all VA Boston Healthcare System’s campuses and five CBOC’s sites

(VA will provide electronic plans – AutoCAD 2014 format)

• Meet with VA staff regarding wayfinding needs and to identify communication issues at facility that can be improved to provide better circulation and communication of services for patients and visitors.

• Preliminary wayfinding element location plan showing the placement / location of signs, kiosks, art and elements.

• Preliminary sign message schedule identifying each sign, message, and its type

• Interior Room Identification signs must follow the new design standard already being used in the facility and as indicated in JP campus design documents provided.

• programming and sign location plans shall be included for regulatory, code and life safety signs, as required by Federal Codes.

• Recommendations for locations of Specialty displays and feature walls which includes architectural letters, artwork, cast seals, acid etched plaques, framed photographs, and framed Patient rights.

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2. Design Development Phase (DD) 60%:

• Full Color Electronic Illustrations of all interior sign types in the sign program

• Revised wayfinding sign and element location plan

• Revised sign message schedule

• Implementation of the VA’s Sign and Graphic Design Guide

• Complies with existing approved VA Boston signage installed at JP Campus, CFM national

VA guidelines and works with the VISN 1 approved paint palette

3. Final Conceptual Design Phase (CD)90%/100%:

• Define sign, elements, electronic navigation systems and kiosks conceptual designs and details.

• Plan and/or elevations that provide coordination of lighting, power and data as needed to understand scope of work to follow under separate project

• Include elevation drawings of each sign type with applicable size and layout dimensions and any necessary side, top and back views

• Sign and element message schedule, defining the wording of each sign, referenced to sign type and its location

• Verify with VA that nomenclature cross facilities is cohesive and complies with recent revisions made and it aligns with national standards

• Final specifications for signs, electronic navigation systems, architectural elements, and kiosks

• Final wayfinding element’s location plans, booklets, branding etc.

The Contractor shall provide hard copies of master plans, and specifications to VA Boston at completion of project.

D. SIGNS, ELECTRONIC NAVIGATION SYSTEMS, ART & ELEMENTS

Product specifications shall be provided with all “or equal” items. Specifications must include product data, dimensions, construction, certifications, features, finish selections/colors and warranty information.

Upon request, the vendor must supply samples to VA Boston Healthcare System wayfinding committee within three days of review presentations; demo to remain onsite for up to two weeks to undergo a determination of parity for construction quality and applicable use in a healthcare facility.

• Specify room signs, electronic navigation systems, kiosks, art and elements at each location.

• Providing all design documents and specification components, whether specifically listed or not, for a complete functioning system.

• Provide list of at least three similar projects in healthcare facilities you provided a comprehensive master wayfinding plan for with name and telephone number of individual at facility to contact.

• All products must be specified off current GSA Schedules and be American made.

• Compliance with product technical requirements and past performance will be thoroughly evaluated.

• All items sold to the Government must meet or exceed ANSI/BIFMA and ASTM performance standards.

• All electronic/digital equipment proposed must be approved by OIT and work cohesively with

VA IT systems prior to 100% final submission specification documents.

• MSDS sheets are required per Medical Center policy if adhesives are used.

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SIGN SPECIFICATION REQUIREMENTS

The Contractor shall provide a sign system style matching existing JP signage in style, color and laminate selection for a cohesive appearance. The signage style shall be a Frame and insert style component system. Final signage style shall be approved by VA wayfinding committee.

Interchangeable framed modular directional

• 11”x17” Acetate inserts under acrylic insert (both removable and changeable)

• 2” black vinyl arrow on horizontal grain wood laminate

• Text size to be determined based on viewing distance

• Font to be Futura type (medium and bold as per location calls for)

Note: This final sign style/shape selected must consist of an interchangeable frame for room identification and a message holder

GENERAL

All signage must comply with VA design guide and VA Boston JP campus sign type/requirements.

Refer to VA Central Office Signage Specifications located in the Technical Information Library:

For Interior Signage: http://www.cfm.va.gov/til/sign/Signage09-Interior.pdf

A. Signs of type, size and design shown on the drawing and as specified represent the intent and guideline for the new signage master program.

B. Signs complete with lettering, framing and related components for a complete bid package C. All tactile room number signs, art, elements, or other tactile identification signs are required to meet ABA/ADA requirement for height and Braille text.

D. All signs, kiosks, elements, electronic navigation systems, brochures art, elements or other tactile identification components are required to be universally designed for those with aging and visual sight impairments.

E. Signs shall have an insert software program approved by OIT and with unlimited license that auto scales the copy to fit each sign approximately allowing signs to be updated in house on any standard computer and printer.

E. APPLICABLE PUBLICATIONS

The publications listed below form a part of this specification to the extent referenced. The publications are referenced in the text by the basic designation only.

A. American Society for Testing and Materials (ASTM):

B209-01 ...............Aluminum and Aluminum-Alloy Sheet and Plate.

B221-05 ...............Aluminum and Aluminum-Alloy Extruded Bars, Rods, Wire, Shapes, and tubes.

B. Federal Specifications (Fed Spec):

MIL-PRF-8184F ........ Plastic Sheet, Acrylic, Modified.

MIL-P-46144C ........... Plastic Sheet, Polycarbonate.

http://www.cfm.va.gov/til/sign/Signage09-Interior.pdf

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C. Federal Highway Administration Manuals on Uniform Traffic Control Devices for Street and Highways.

D. ABAAG and VA handicap requirements. Refer to VA Guidelines

F. VENDOR REQUIREMENTS

The vendor shall design in strict accordance with all safety codes.

• Coordinate site visits with VA wayfinding committee POC

• Vendor to provide hard copies of master plans, specifications and manufacturer contact information to VA Boston at completion of project.

• Past Performance: Experience shall include six (6) similar projects in the last five (5) years, four (4) of which should be other VA or hospitals. Please provide a point of contact, contract number(s), and dollar amount for all six projects. A similar project is defined as a design project including master wayfinding design, specifications for interior signage, and for a healthcare facility with equal or greater magnitude.

• Knowledge & Understanding in Environmental Graphic / Wayfinding Design: The vendor must describe four (4) similar VA projects (listed in Past Performance) and discuss how the design team approached the process and developed the final package. This should include project photos.

Additional company information relevant for evaluation regarding vendor’s design ability and approach may be provided. This information will be evaluated based on the design theory presented and appropriateness to a VABHS healthcare environment and population.

• Technical – Samples: 1. Vendor shall submit bid samples for sign types specified. IN-01.01 ADA Changeable Room ID. Vendor to confirm any signage products have EPP Downstream certifications and use a minimum of 75% recycled content in all aluminum extrusions. Provide samples of all finishes and colors of product specified.

• Product Quality / Functionality: Designer shall demonstrate the degree in which the proposed specified signage, kiosks, digital components, electronic navigation systems, art and element selections are easily updated, well-constructed, use sustainable design and match the existing signage system in design and functionality.

• Project Design Team: The Environmental Graphic Designer assigned to the master wayfinding design must have experience with wayfinding design of medical centers including other VA Hospitals. The other members of the design and project management team should have at least 5 years of wayfinding design.

Security Procedures:

1. Architect and Engineer’s employees and sub-consultant’s employees shall not enter any VA Boston facility without appropriate badge. They may also be subject to inspection of their personal effects when entering or leaving.

A. In accordance with VA Directive 0735 Personal Identity Verification of Federal Employees and Contractors, all contractors on VA premises are required to obtain proper identification cards. The following information describes the criteria for each type of identification card:

1. PIV CARD is required for all unsupervised, full time, logical and/or physical access for more than 6 months OR more than 180 aggregate days in one year period. In this description unsupervised is to mean unescorted by VA personnel into areas off public corridors that would require the possession of a key or being granted access control privileges to enter through a secured door. Time onsite is

VA Boston Healthcare System WAYFINDING DESIGN PACKAGE Page 7 of 10 determined by the Period of Performance of the contract/task order and is to include all prime and sub-contractor personnel (to include sub-subcontractors) regardless of the actual personal time on site. The issuance of a PIV Card requires two forms of acceptable identification, a favorable SAC adjudication and an initiated National Agency Check with Written Inquiries (NACI).

2. Non-PIV CARD is required for all unsupervised, full time, logical and/or physical access for less than 6 months OR less than 180 aggregate days in one year period. In this description unsupervised is to mean unescorted by VA personnel into areas off public corridors that would require the possession of a key or being granted access control privileges to enter through a secured door. Time onsite is determined by the Period of Performance of the contract/task order and is to include all prime and sub-contractor personnel (to include sub-subcontractors) regardless of the actual personal time on site. The issuance of a non-PIV Card requires two forms of acceptable identification and a favorable SAC adjudication.

3. Flash Badge is required for common access ONLY for less than 6 months or less than 180 aggregate days in one year period. Time onsite is determined by the Period of Performance of the contract/task order and is to include all prime and sub- contractor personnel (to include sub-subcontractors) regardless of the actual personal time on site. The issuance of a Flash Badge requires one form of acceptable identification.

B. Contractors are required to submit to the Contracting Officer a list of personnel to be mobilized for the work associated with the contract/task order scope of work to be completed under this specification to the CO and COTR. The list is to include status of SAC background investigation, i.e. – SAC + NACI, date completed; SAC, date completed; None.

C. Determination of the level of identification required will be determined by the COTR based on the contract/task order scope of work and level of access required.

D. Contractors are to contact the COTR regarding credentialing requirements.

E. COTR will facilitate contractor submission of information through the CO, PIV sponsor, and PIV office at the Medical Center to obtain proper credentials for each contractor personnel to be on campus to complete the contract/task order scope of work to be completed under this specification.

F. Instructions to obtain badges: The vendor shall complete the PIV form application & submit PIV, Flash & Non-PIV card requests to the Engineering PIV Sponsor via email. Sponsor submits the request into a software application to Human Resources & will contact individuals who submitted the application. The PIV card requires a fingerprint check along with the initiation of a NACI background check. If the results are returned favorably, Human Resources contacts the PIV Sponsor to have the contractor report to the PIV Office to have their photograph taken & issued their card.

G. SITE VISIT COORDINATION

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The Contractor shall coordinate site visits with VA wayfinding committee POC. Prior to all proposed site visits, the following information shall be provided to engineering and/or Interior Design (at a minimum 3 days in advance) so proper notification to VA Police, engineering, staff and patients of the proposed visit can be issued. The site visit may require we meet on site to discuss the specific task in question/visited.

Summary:

WHO, WHAT, WHEN, WHERE, WHY, HOW… Cover all the basics.

• Who will be coming on site? (See anticipated staff portion below)

• What will be accomplished during the onsite visit for each person/company,

• When is this planned for? (See schedule portion below)

• Where on campus will the site visit occur? Exterior? Interior? (Building, wing, floor, etc.)

• Why is this site visit being completed? (What information is being sought? is the information going to be used for?), and

• How it is proposed to be accomplished (include equipment being used, tools, safety, vehicles, etc.).

H. RECORDS MANAGEMENT

The following standard items relate to records generated in executing the contract and shall be included in a typical procurement contract:

1. Citations to pertinent laws, codes and regulations such as 44 U.S.C chapters 21, 29, 31 and 33; Freedom of Information Act (5 U.S.C. 552); Privacy Act (5 U.S.C. 552a);

36 CFR Part 1222 and Part 1228.

2. Contractor shall treat all deliverables under the contract as the property of the U.S.

Government for which the Government Agency shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest.

3. Contractor shall not create or maintain any records that are not specifically tied to or authorized by the contract using Government IT equipment and/or Government records.

4. Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected by the Freedom of Information Act.

5. Contractor shall not create or maintain any records containing any Government Agency records that are not specifically tied to or authorized by the contract.

6. The Government Agency owns the rights to all data/records produced as part of this contract.

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7. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract. Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data.

8. Contractor agrees to comply with Federal and Agency records management policies, including those policies associated with the safeguarding of records covered by the Privacy Act of 1974. These policies include the preservation of all records created or received regardless of format [paper, electronic, etc.] or mode of transmission [e-mail, fax, etc.] or state of completion [draft, final, etc.].

9. No disposition of documents will be allowed without the prior written consent of the Contracting Officer. The Agency and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. Records may not be removed from the legal custody of the Agency or destroyed without regard to the provisions of the agency records schedules.

10. Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, this contract. The Contractor (and any sub-contractor) is required to abide by Government and Agency guidance for protecting sensitive and proprietary information.

Miscellaneous – Photography:

The Contractor shall reference Directive 1078 regarding VA photography policy for compliance.

(No photos of any patients, staff, visitors, sensitive info, etc.)

I. PLACE OF PERFORMANCE

VA Boston Healthcare System Jamaica Plain, Brockton and West Roxbury main campuses Plymouth, Quincy, Lowell, Framingham, and Boston CBOC’s

The contractor shall coordinate meetings and site visits at all the VA Boston Healthcare System’s Medical Centers and CBOC’s with advance notice. Work hours will be between 8:00am AM and 4:30 PM, Monday – Friday.

J. PAYMENT SCHEDULE

The contractor shall bill on completion and acceptance of the work performed. Invoices will be paid upon the completion and acceptance of each of the three stages of work completed.

Invoices shall include at a minimum, the following information: Contract Number, Purchase Order/Task Order Number and Contractor Name.

Magee, Subrena C. (Metrics, LLC) We asked the question about having one clin. It would be best to have 3 CLINs to identify 3 phases of works so the invoicing will align with the Payment Schedule.

Per the CO, there will be three line items. One for each phase.

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Additional Charges There shall be no additional charge for time spent at the site (during, or after the normal hours of coverage) awaiting the arrival of additional FSE.

K. NON-PERSONAL SERVICES STATEMENT

The contractor employees performing services under this order shall be controlled and always supervised by management personnel of the contractor. The contractor management shall ensure that employees properly comply with the performance work standards outlined in the SOW. The contractor employees shall perform their duties independent of, and with occasional supervision of VA COR. The tasks, duties, and responsibilities set forth in the SOW may not be interpreted or implemented in any manner that results in any contractor creating or modifying Federal policy, obligating the appropriate funds for the United States Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee, or otherwise violating contracting regulations.