PWS_Transportation - 4-11_DRAFT.docx

Lebanon Veterans Affairs (VA) Medical Center Transportation Services Performance Work Statement (PWS)

1. SCOPE OF WORK

Lebanon Veterans Affairs (VA) Medical Center is seeking a five-year Indefinite Delivery- Indefinite Quantity (IDIQ) contract for transportation services for eligible beneficiaries (and escort, if applicable) throughout the Pennsylvania area. Services will require transporting eligible beneficiaries to and from the Lebanon VA Medical Center or associated VA Community Clinic (VACC) and their home/lodging residences, or designated location. Contractor will provide ground transportation services, 24 hours/7 days/week (to include off business hours and all federal holidays) for locations up to 90 miles away from the main campus or clinic (one-way):

Lebanon VA Medical Center (Main Campus) 1700 South Lincoln Avenue Lebanon, PA 17042 Berks County VA Clinic 2762 Century Boulevard Ridgeview Professional Center, Suite 120 Wyomissing, PA 19610

Cumberland County VA Clinic 5070 Ritter Road Rossmoyne Business Park Mechanicsburg, PA 17055 Lancaster County VA Clinic 212 Willow Valley Drive, Suite 208 Willow Street, PA 17584

Schuylkill County VA Clinic 1410 Laurel Boulevard, Suite 2 Pottsville, PA 17901 York County VA Clinic 2251 Eastern Boulevard, Suite 101 York, PA 17402

2. BACKGROUND

Lebanon VA Medical Center has a need for safe and dependable transportation services, 24 hours/7 days/week (to include off business hours and all federal holidays) for eligible beneficiaries. Travel needs may be one-way or round trip as advised by Lebanon VA Medical Center.

3. PERIOD OF PERFORMANCE

June 1, 2023 – April 30, 2028

4. CONTRACT TYPE

5-year IDIQ, Firm-fixed Price

5. CONTRACT DEFINITIONS

Administrative Officer of the Day (AOD) – Lebanon VA Medical Center official that work in the admissions area during evenings and nights, and monitors hospital activities during other than normal working hours. This person is located at the site of the Lebanon VA Medical Center and acts as hospital administrator during off-hours.

Beneficiary - Veterans and other members determined to be eligible for benefits by Lebanon VA Medical Center.

Booking Fee – Fee to place the transportation request.

Business Hours/Days - Business hours/days are defined as the time of 8:00AM to 4:30PM, Monday through Friday, except Federal holidays. Federal holidays include New Year’s Day, Martin Luther King Day, President’s Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, Christmas Day, and other specifically designated days by the President of the United States to be a federal holiday. Off business hours/days are defined as the time of 4:31PM to 7:59AM, Monday through Friday, all day Saturday and Sunday and Federal holidays.

Cancellation Fee – Fee to cancel the trip.

Contract – Contract awarded as a result of this solicitation.

Contracting Officer (CO) – VA official with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings, and is a member of the vehicle inspection team.

Contractor – The term “Contractor” as used herein refers to both the prime Contractor and their employees, and any subcontractors and their employees. The Contractor shall be responsible for assuring that his subcontractors comply with the provisions of this Contract. The Government has a contracting relationship with the Prime Contractor only.

Escort – Such as a relative of the beneficiary or a Lebanon VA Medical Center employee accompanying the Beneficiary when Lebanon VA Medical Center has determined such an escort is in the best interest of the beneficiary.

Financial Services Center VA (FSC) – Payment is made through electronic funds transfer - Department of Veterans Affairs, Financial Services Center, PO Box #149971, Austin, TX 78714-9971; FAX: 512-460-5540 (services).

Pick-up Fee – The flat rate the Contractor charges for each authorized trip.

Program Point of Contact (POC) – Lebanon VA Medical Center official responsible for providing Contract oversight and technical guidance to the CO. Responsibilities include certifying invoices, placing orders for service, providing technical guidance, and overseeing technical aspects of the Contract. Also acts as member of the vehicle inspection team. All contacting authority remains with the CO. Program POC information shall be provided at time of award.

Protected Health Information (PHI) – Individually identifiable health information, held or maintained by a covered entity or its business associates acting for the covered entity, that is transmitted or maintained in any form or medium (including the individually identifiable health information of non-U.S. citizens).

Quality Assurance – Those actions taken by the Government to assure services meet the requirements of this Contract.

Quality Assurance Surveillance Plan – An organized written document used for quality assurance surveillance. The document contains specific methods for performing surveillance of the Contractor’s continuous performance.

Quality Control – Those actions taken by the Contractor to control the production of goods or services, so they will meet the requirements of a contract.

Scheduled Trip(s) – The term “Scheduled Trip” as used in this Contract refers to those trips in which the Contractor has been given advance notice (advance notice is defined as notice given by 4:30PM the prior business day) of required services and a specific pick-up time.

Travel Assistance Team – Individuals employed in Lebanon VA Medical Center Travel Section who are authorized to request services from the Contractor.

Trip – One way transportation.

Trip Sheet – A document that specifies the date, Beneficiary name and last four digits of Social Security number, time of pickup, destination, time of drop off, mileage if outside the Contract Mileage Threshold, and any notes regarding issues particular to the specific transport or condition, including recording oxygen, cardiac monitoring, and any other items provided.

Unscheduled Trip(s) – The term “Unscheduled Trip” as used in this Contract refers to those trips required on an as needed basis and advance notice is not given. Same day request.

6. PLACE OF PERFORMANCE AND HOURS

Transportation services shall be provided twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty-five (365) days a year, including Federal holidays. Service shall include transportation to points dictated by the Lebanon VA Medical, for beneficiaries located within catchment areas of the facility.

7. BENEFICIARY TRANSPORTATION REQUIREMENTS

Contractor shall provide transportation services seven (7) days per week (including holidays and off business hours), twenty-four (24) hours per day, three hundred sixty-five (365) days per year, for the term of this contract. The following holidays are observed by the Federal Government: New Year’s Day, Martin Luther King’s Birthday, President’s Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, Christmas Day, and any other day specifically declared to be a national holiday by the President of the United States. The majority of trips will be between 6:00 a.m. and 6:00 p.m. Monday through Friday.

Contractor shall provide the Lebanon VA Medical Center with the communication method of contacting the Contractor on a twenty-four (24) hour per day basis. The Program POC (POC) shall notify the Contractor if the proposed method of communication is not acceptable.

Historically, Lebanon VA Medical Center average four trips per weekday during normal business hours. Needs will vary based on demand and the number of trips can exceed 10 per day. Additionally, averages four trips outside of normal business hours, including nights, weekends, and holidays. Most trips average 10 – 25 miles, with an average of two trips per week between 25 and 75 miles when transporting beneficiaries between Lebanon VA Medical Center main campus and the VACCs.

Contractor shall ensure that beneficiary pick-ups and drop-offs are scheduled so that the total distance traveled will result in the most economical charge to Lebanon VA Medical Center.

Contractor shall provide beneficiary hand-off service for all beneficiaries to and from their designated appointments. The Contractor shall transfer or “hand-off” the beneficiary to the next person responsible for their care. Beneficiaries shall be picked up on the ward, in their homes, in the clinics, or at other areas designated by Lebanon VA Medical Center and taken to the authorized destination or appointment.

Minor assistance in maneuvering stairs and other barriers shall be provided by the driver, when necessary, outside of the residence.

Contractor’s driver shall observe beneficiaries during transport. Any indication of a significant change in a beneficiary’s condition (i.e., sudden onset of rapid or labored respiration, complaints of chest pains, etc.) In the event of an emergency, the driver shall call 911. The Contractor will notify Lebanon VA Medical Center at the as soon as possible to provide details of the incident.

Should the Contractor’s driver encounter any problems when transporting beneficiaries, the driver shall contact the Contractor, from 5:00 AM to 7:00 PM. During irregular tour of duty (7:00 PM to 5:00 AM), weekends or holidays, the driver shall contact the AOD at the Admissions Desk. Lebanon VA Medical Center will provide a list of individuals (other than the Program POC) authorized to contact the Contractor. This notification is merely for information purposes. It does not replace internal Contractor communications needed to solve the problem.

Contractor shall notify the Program POC, of any unusual events, including but not limited to accidents, safety problems, beneficiary complaints and other such incidents that may occur during transport. The Program POC shall be notified within one (1) hour of the occurrence of the incident(s) by telephone and, if requested by the Program POC, a written report of the incident(s) will be provided by close of business the next business day. This notification is merely for information purposes and does not replace normal Contractor communications needed to solve issues.

8. TRAVEL / TRANSPORTATION ORDERS

Requests for services shall be recorded on the daily travel manifest and furnished to the Contractor via e-mail or telephone, by the Lebanon VA Medical Center Travel Assistance Team no later than 4:00 PM prior to the day the transportation is needed. The Contractor shall respond by 4:30 PM the same day and provide the Lebanon VA Medical Center Travel Assistance Team with a confirmation number for each trip on the manifest. In the event that the Contractor does not anticipate being able to meet Lebanon VA Medical Center tractor shall immediately notify the Travel Assistance Team during normal business hours, and the AOD outside of normal business hours. If the Contractor accepts the manifest and fails to furnish services the Lebanon VA Medical Center reserves the right to re-procure services which cannot be performed by the Contractor, in accordance with the terms, conditions, and schedule of this Contract. The following information shall be provided by Lebanon VA Medical Center to the Contractor:

· Beneficiary name (first and last)

· Pick up point (include address, telephone #, city, state, bldg. and/or room number if applicable)

· Destination

· Time of pick up

· Any specific instructions

Contractor shall provide email confirmation to the Lebanon VA Medical Center Travel Assistance Team or AOD within 10 minutes after the end of each trip. Confirmation notification shall list the trip confirmation number in the subject line and will be recorded by the Lebanon VA Medical Center Travel Assistance Team or Administrative Officer of the Day (AOD) to determine if the Contractor is meeting the scheduled pick-up and delivery requirements. No other method of delivery confirmation shall be accepted.

In the event that a beneficiary misses their scheduled appointment due to a pickup delay, Lebanon VA Medical Center shall reschedule the trip at no cost to Lebanon VA Medical Center. If additional charges are incurred by Lebanon VA Medical Center for the rescheduled trip, the additional charges shall be the responsibility of the Contractor. Lebanon VA Medical Center shall notify the Contractor when these types of incidents are identified.

8.1 For transports originating at Lebanon VA Medical Center:

Lebanon VA Medical Center Travel Assistance Team are authorized to request beneficiary transport and shall provide the Contractor with the destination and the beneficiary’s first and last name. During off-peak hours, Lebanon VA Medical Center AOD has authorization to request beneficiary transport.

For trips originating at either Lebanon VA Medical Center main campus or VACCs, the Contractor shall dispatch the trip to a driver who can respond within 45 minutes.

8.2 For transports not originating at Lebanon VA Medical Center main campus or VACCs:

Lebanon VA Medical Center Travel Assistance Team, or the AOD outside of regular business hours, shall contact the Contractor’s dispatch office to request transports.

Requests for unscheduled trips (orders placed for same day service) not initially recorded on the manifest shall be made by the Lebanon VA Medical Center main campus. If the Contractor fails to furnish services within a reasonable time (established as 45 minutes) after receiving an unscheduled request for an order, the Lebanon VA Medical Center reserves the right to obtain the services from another source and to charge the Contractor with an excess cost which may result. In instances where unscheduled trips are over 90 miles, Lebanon VA Medical Center shall allow a reasonable amount of additional response time. Lebanon VA Medical Center will consider weather, distance and other factors when granting additional response time. The decision to use an alternate source for transport is at Lebanon VA Medical Center’s discretion.

In case of inclement weather, the decision as to whether or not a beneficiary shall be transported shall be made mutually by Lebanon VA Medical Center and the Contractor.

Contractor shall notify the Program POC / Lebanon VA Medical Center Travel Assistance Team, upon the Program POC / Lebanon VA Medical Center Travel Assistance Team or AOD’s request, of the estimated time of arrival for any vehicle in-route to pick-up a beneficiary or any Lebanon VA Medical Center loaded vehicle enroute to a specific destination. The Contractor shall also notify the Program POC, by telephone, at least one-hour in advance in the event that the Contractor is unable to provide the scheduled or unscheduled trips within the time frame necessary for the beneficiary to make their scheduled appointment time.

If the Program POC or AOD, authorizes the Contractor to transport more than one beneficiary on a trip to the same destination or separate destinations, reimbursement will be made at the rate not exceeding the cost of transporting a single beneficiary. However, the longest distance over which a beneficiary is transported may be claimed when more than one beneficiary is transported concurrently. The Contractor shall ensure that the pick-ups and drop-offs are scheduled so that the total distance traveled will result in the most economical cost to Lebanon VA Medical Center.

9. TASK STATEMENT

Tasks performed shall be of a non-personal nature. VA organizations will not provide supervision of contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff. VA organizations will refrain from any activities that create the appearance of such a relationship.

Contractors shall not perform inherently governmental functions including decision-making, supervision of Government employees, supervision of other contractors on other contracts, and activities that create the appearance of performing such functions.

9.1. Transportation Scheduling Services:

Contractor may provide transportation scheduling services with rideshare companies such as Uber and Lyft.

9.1.1. Contractor shall establish (1) account for Lebanon VA Medical Center.

9.1.2. Government will send a list to the contractor via encrypted e-mail to include the rider names (first name, last initial), phone number, pick-up locations, pick-up times, drop-off locations, and drop-off times.

9.1.3. Contractor shall schedule all rides in accordance with Section 8 and provide the confirmation of scheduled rides to the Lebanon VA Medical Center travel assistance team within 24 hours.

9.1.4. Contractor shall have the ability to request travel immediately upon emergency request.

It is expected that the Contractor shall maintain communication with Lebanon VA Medical Center accordingly so that any arising issues are transparent to both parties to prevent escalation of outstanding issues.

9.2. Invoicing Instructions:

Trip Sheet - The Contractor shall provide a detailed trips report, in Excel format, no later than the 5th day of each month for the previous month’s trips. This report shall be in Excel format and shall emailed to the Program POC. Trip logs must include the following:

· Report header to include period of performance, contract number, task order number and purchase order number

· Trip date

· Beneficiary’s name

· Trip number

· Scheduled or Unscheduled trip

· Beneficiary’s DOB

· Beneficiary’s last 4

· Origin address

· Destination address

· Time call received

· Appointment time

· Pick up – arrival time

· Pick up – departure time

· Drop off – arrival time

· Trip mileage

· Individual trip cost

· Total trips cost

Failure to provide the required billing documents on time and in the required format may result in late payment to the Contractor.

Payment to the Contractor shall be made monthly, in arrears, upon receipt of a properly prepared invoice. Payment for services will be at the rates specified in the Price/Cost Schedule. All monthly invoices from the contractor will be electronically submitted through the Tungsten Network within 15 days following the end of the month of services rendered.

Vendor Electronic Invoice Submission Methods: Facsimile, e-mail, and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted electronic data transmission methods below.

The information page for the Financial Service Center (FSC) of the Department of Veterans Affairs that includes information regarding electronic invoice submission can be referenced at:

http://www.fsc.va.gov/einvoice.asp

Department of Veterans Affairs Financial Services Center PO Box 149971 Austin TX 78714-8971 Customer Support Help Desk (877-353-9791)

Invoices must be approved by the Program POC prior to payment release. Invoices without the required information will be rejected.

If the Program POC refuses an invoice due to incorrect billing, subsequent changes or corrections to the monthly invoice shall be resubmitted by the vendor with a corrected invoice. In addition to information required for submission of a “proper” invoice in accordance with FAR 52.212-4 (g), all invoices must include:

· Name and Address of Contractor

· Invoice Date and Invoice Number

· Contract Number and Obligation Number

· Name of Veteran

· Total Price

Failure to comply with all terms and conditions of this contract shall result in invoices/claims submitted for reimbursement during that period to be considered incomplete. Interest penalties imposed under the Prompt Payment Act shall not apply to incomplete invoices or invoices received after the established invoice due date.

Contractor Remittance Address: All payments by the Government to the Contractor will be made by Electronic Funds Transfer (EFT).

The contractor shall be responsible for scheduling rides and settling the accounts with the rideshare services. The Government will pay the contractor in accordance with the Price / Cost Schedule.

10. DELIVERY SCHEDULE

11. SPECIAL CONTRACT REQUIREMENTS

11.1. Reports/Deliverables: Contractor shall be responsible for complying with all reporting requirements established by the Contract. Contractor shall be responsible for assuring the accuracy and completeness of all reports and other documents as well as the timely submission of each. Contractor shall comply with contract requirements regarding the appropriate reporting formats, instructions, submission timetables, and technical assistance as required.

11.2. The following are brief descriptions of required documents that must be submitted by Contractor: weekly; monthly; quarterly; annually, etc. identified throughout the PWS and is provided here as a guide for Contractor convenience. If an item is within the PWS and not listed here, the Contractor remains responsible for the delivery of the item.

12. VHA Supplemental Contract Requirements for Ensuring Adequate COVID-19 Safety Protocols for Federal Contractors (Amended October 25, 2021)

12.1. Contractor employees who work in or travel to VHA locations must comply with the following:

Documentation requirements:

· If fully vaccinated, shall show proof of vaccination.

· NOTE: Acceptable proof of vaccination includes a signed record of immunization from a health care provider or pharmacy, a copy of the COVID-19 Vaccination Record Card (CDC Form MLS-319813_r, published on September 3, 2020), or a copy of medical records documenting the vaccination.

· If unvaccinated and granted a medical or religious exception, shall show negative COVID-19 test results dated within three calendar days prior to desired entry date. Test must be approved by the Food and Drug Administration (FDA) for emergency use or full approval. This includes tests available by a doctor’s order or an FDA approved over-the-counter test.

· Documentation cited in this section shall be digitally or physically maintained on each contractor employee while in a VA facility and is subject to inspection prior to entry to VA facilities and after entry for spot inspections by Program POC or other hospital personnel.

· Documentation will not be collected by the VA; contractors shall, at all times, adhere to and ensure compliance with federal laws designed to protect contractor employee health information and personally identifiable information.

12.2 Contractor employees are subject to daily screening for COVID-19 and may be denied entry to VA facilities if they fail to pass screening protocols. As part of the screening process contractors may be asked screening questions found on the COVID-19 Screening Tool. Check regularly for updates.

12.3 Contractor employees who work away from VA locations, but who will have direct contact with VA patients shall self-screen utilizing the COVID-19 Screening Tool, in advance, each day that they will have direct patient contact and in accordance with their person or persons who coordinate COVID-19 workplace safety efforts at covered contractor workplaces. Contractors shall, at all times, adhere to and ensure compliance with federal laws designed to protect contractor employee health information and personally identifiable information.

1. Contractor must immediately notify their Program POC or Contracting Officer if contract performance is jeopardized due to contractor employees being denied entry into VA Facilities.

2. For indefinite delivery contracts: Contractor agrees to comply with FAR 52.232-99 and VHA Supplemental Contract Requirements for any task or delivery orders issued prior to this modification when performance has already commenced.

13. QUALITY ASSURANCE SURVEILLANCE PLAN

Performance Standards define required performance for specific tasks. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

13.1. METHODS OF SURVEILLANCE

Various methods exist to monitor performance. The Program POC or designee shall use any or several of the surveillance methods listed below in the administration of this QASP.

· 100% Inspection (evaluates all outcomes) - Each month, the Program POC / Designee shall review all of the contractor’s performance/generated documentation and document results accordingly. This assessment shall be placed in the Program POC’s QA file.

· Random Sample - The Program POC / Designee shall review a random sampling of the contractor’s performance/generated documentation and document your results accordingly. This assessment shall be placed in the Program POC’s/Designee QA file.

· Validated Customer Complaint or Validated Below Average Acceptable Performance Level (APL) in a Specific Area - Each month, the Program POC shall review the contractor’s performance/generated documentation corresponding to a validated customer complaint or validated inability to perform in accordance with the APL in a specific area and document your results accordingly. This assessment shall be placed in the Program POC’s/Designee QA file.

13.2. FREQUENCY OF MEASUREMENT Customer Feedback and Complaints based on interactions with the contractor

During task order performance, the Program POC will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum shall be reviewed quarterly.

13.3. ACCEPTABLE PERFORMANCE LEVELS (APLS)

Standard Surveillance Method Outcome

Customer problems are resolved within the same business day; no more than 2 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/ professionalism

interactions to receive and fill purchase order deliverables and in providing order status.

Customer (VA) support satisfaction, having no more than 2 incidents of dissatisfaction.

Customer Feedback and Complaints based on interactions with the contractor Customer problems are resolved within the same business day; no more than 2 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/professionalism

All required information included in Trip Sheet 100% of the time

13.4. DOCUMENTING PERFORMANCE

Acceptable Performance The Government shall document acceptable performance in accordance with the chart above. Any report may become a part of the supporting documentation for any contractual action.

Unacceptable Performance When unacceptable performance occurs, the Program POC shall inform the CO. This will always be in writing although when circumstances necessitate immediate verbal communication, that communication will be followed in writing. The Program POC shall document the discussion and place it in the Program POC file.

When the CO determines formal written communication is required, the Program POC shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing to the CO. The CDR will state how long after receipt the contractor must take corrective action. The CDR will also specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CO shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

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