RFQ - 36C24821Q1567.docx

36C24821Q1567 This is a combined synopsis/solicitation for commercial services/items prepared in accordance with the format in FAR Subpart 12.6 in conjunction with FAR Part 13, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested and a separate written solicitation will not be issued. This combined synopsis/solicitation is issued as a Request for Quote (RFQ) 36C24821Q1567.

Submit written quotes in accordance with Addendum to FAR 52.212-1, Instruction to Offerors outlined in this solicitation. Oral quotes will not be accepted. This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular FAC_2021-06 / 07-12-2021. North American Industrial Classification Standard (NAICS) 561320, Temporary Help Services, with a Size Standard of $30.0M, applies to this procurement.

Miami VA Healthcare System intends to award a single firm fixed price contract for COVID-19 Entry Point Screener & Guard Services.

This procurement is a 100% Total Service-Disabled Veteran Owned Small Business (SDVOSB) Set-Aside and all eligible quoters are encouraged to submit quotes. To be eligible for award quoter must be Verified in the Vendor Information Pages (VIP) (https://www.vip.vetbiz.gov) at the time of the close of the solicitation and at the time of award and also be registered with the System for Award Management (SAM) at the close of the solicitation and at the time of award.

VENDOR QUESTIONS: All questions regarding this RFQ must be in writing and may be sent by e‐mail to William.Bridger@va.gov . Questions must be received no later than Tuesday, 24, 2021 by 5:00 PM Eastern. No further questions will be accepted after that date and time.

QUOTE SUBMISSION:

1. Quote shall be valid 120 days from the close of this solicitation.

2. Quotes are due no later than Monday August 30, 2021, at 5:00 PM ET. Quotes will only be accepted in Microsoft Word or .pdf format by email to: Contracting Officer W. Lance Bridger, William.bridger@va.gov.

Table of Contents

SECTION B - CONTINUATION OF COMBINED SYNOPSIS/SOLICITATION

B.1 CONTRACT ADMINISTRATION DATA (continuation from Standard Form 1449, block 18A.)

1. Contract Administration: All contract administration matters will be handled by the following individuals:

Network Contracting Office 8 (NCO 8) Miami – Services Team 1201 N.W. 16th Street Miami, FL 33125

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

3. INVOICES/PAYMENT: Invoices shall be submitted electronically the following month services were performed in accordance with:

a. 852.232-72 Electronic Submission of Payment Requests (NOV 2018)

b. Upon acceptance of services.

c. Payments shall be made in arrears upon receipt of a properly prepared invoice.

d. In order to comply with the Improper Payment Elimination and Recovery Act of 2012 (IPERA), the VA has mandated electronic invoice submission to the Veterans Affairs Financial Services Center (VAFSC). VAFSC has partnered with Tungsten Corporation e-Invoicing network, for submissions of all electronic invoices to VA. Tungsten Network electronic invoicing is free to all VA vendors. In order to submit electronic invoices, all VA vendors must register with Tungsten Network by submitting an email to Tungsten Network VA.Registration@tungsten-network.com or calling 1-877-752-0900 option 2 for Enrollment.

e. VA’s Electronic Invoice (e-Invoice) system uses a third-party contractor (Tungsten Network) for submission of electronic invoices. Go to this website to begin submitting electronic invoices, free of charge: http://www.tungsten-network.com/customer-campaigns/veteransaffairs-us/

For assistance setting up e-Invoice, the below information is provided:

· Tungsten Network e-Invoice Registration: VA.Registration@tungsten-network.com

· Tungsten Network e-Invoice Setup Information: (877)752-0900 (Option 2 - Enrollment)

· Tungsten Network Customer Service: (877)489-6135

· OB10 Portal to submit electronic invoices: VA.Registration@ob10.com

· VAFSC – for Invoice receipt or payment questions, call: (877)353-9791 or

· VAFSC Email: vafsccshd@va.gov

FACSIMILE, E-MAIL, AND SCANNED DOCUMENTS ARE NOT ACCEPTABLE FORMS OF

SUBMISSION FOR PAYMENT REQUESTS

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the solicitation numbered and dated as follows:

CONTRACT ADMINISTRATION

The Contracting Officer is the only person authorized to approve changes or modify any of the requirements under this contract. The Contractor shall communicate with the Contracting Officer on all matters pertaining to contract administration. Only the Contracting Officer is authorized to make commitment or issue changes that will affect price, quantity or quality of performance of this contract. In the event the Contractor effects any such change at the direction of any person other than the Contracting Officer, the change shall be considered to have been made without authority and no adjustment will be made in the contract price to cover any increase in cost incurred thereof.

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

Guards Services

0001AA

MVAMC Emergency Department Entrance

0001AB

MVAMC Main Entrance

0001AC

MVAMC West Entrance

0001AD

MVAMC North Entrance

0001AE

William “Bill" King Broward Outpatient Clinic - Post 1

0001AF

MVAMC Ambulance Entrance

0001AG

Deerfield Beach CBOC.

0001AH

Hollywood CBOC.

0001AJ

MVAMC West Gate

0001AK

Pembroke Pine CBOC

0001AL

Miami Flagler Clinic.

0001AM

Homestead CBOC

0001AN

Key Largo CBOC

0001AP

MVAMC Spinal Cord Injury Unit

0001AQ

MVAMC South Gate

0001AR

MVAMC Loading Dock

Screener Services

0002AA

MVAMC Emergency Department Entrance

0002AB

MVAMC Main Entrance

0002AC

MVAMC West Entrance

0002AD

MVAMC North Entrance

0002AE

William "Bill" King Broward Outpatient Clinic - Post 1

0002AF

William "Bill" King Broward Outpatient Clinic - Post 2

0002AG

Deerfield Beach CBOC

0002AH

Hollywood CBOC.

0002AJ

Pembroke Pine CBOC

0002AK

Miami Flagler Clinic.

0002AL

Homestead CBOC

0002AM

Key Largo CBOC

0002AN

Key West CBOC.

0002AP

MVAMC Community Living Center floor 1

0002AQ

MVAMC Community Living Center floor 2

0002AR

MVAMC Community Living Center floor 3

0002AS

MVAMC Spinal Cord Injury Unit

0002AT

MVAMC AMBULANCE ENTRANCE

GRAND TOTAL

B.3 PERFORMANCE WORK STATEMENT

1. INTRODUCTION/OVERVIEW:

The Government requires a contract for screeners to ensure any person entering various locations within the Miami VA Healthcare System (MVAHS) are screened appropriately as delineated by Center for Disease Control (CDC) and/or MVAHS guidelines in response to COVID-19 and requires unarmed security officers/guards to provide surveillance at locations within the Bruce W. Carter VA Medical Centers.

2. DESCRIPTION / SCOPE / OBJECTIVE:

2.1 The purpose of this contract is to provide entry screening services and unarmed security officers/guards to provide surveillance in response to COVID-19 at all MVAHS locations which will include greeting Veterans, employees, visitors, contractors and volunteers in a polite, prompt and helpful manner. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving the safety and wellbeing of our Veterans, staff, volunteers and guests. The U.S. Department of Veteran Affairs currently has established protocols related to COVID -19 and restricted access points at facilities and for entering facilities at the MVAHS campuses.

2.2 The Contractor shall be required to furnish all necessary personnel, supervision, training, to provide door screening in accordance with the terms, conditions, specifics and requirements of the contract. The Contractor shall provide Door Screening and unarmed security officers/guards Services at all the MVAHS locations while carrying out the screening and surveillance process that has been determined by MVAHS – Incident Command (IC). Door screening and surveillance shall be required to carry out requirements of evolving/changing guidance from Incident Command on screening requirements from MVAHS facilities during COVID-19.

2.3 The Contractor shall provide Door Screening and unarmed security officers/guards services in response to COVID -19 for the Department of Veterans Affairs MVAHS at the following locations and addresses:

· Bruce W. Carter VA Medical Center: 1201 NW 16th Street, Miami, Florida 33125

· William “Bill” Kling VA Outpatient Clinic: 9800 West Commercial Boulevard, Sunrise, FL 33351-4325

· Deerfield Beach VA Community Based Outpatient Clinic: 2100 Southwest 10th Street Deerfield Beach, FL 33442-7690

· Hollywood VA Community Based Outpatient: 3702 Washington Street Suite 201 Hollywood, FL 33021-8283

· Pembroke Pines VA Community Based Outpatient Clinic: 7369 Sheridan Street Suite 102 Hollywood, FL 33024-2776

· Miami Flagler VA Clinic: 1492 West Flagler Street Suite 102 Miami, FL 33135-2209

· Homestead VA Community Based Outpatient Clinic: 950 Krome Avenue Suite 401 Homestead, FL 33030-4443

· Key Largo Community Based Outpatient Clinic: 105662 Overseas Highway Key Largo, FL 33037-3010

· Key West Community Based Outpatient Clinic (Screener Only): 1300 Douglas Circle, Building L-15. Key West, FL 33040

3. APPLICABLE DOCUMENTS:

The following laws, regulations, policies, and procedures in effect on date of contract issuance and all subsequent changes or updates apply:

Glossary: Acronyms used in this Performance Work Statement are listed below for easy reference:

4. PERFORMANCE REQUIREMENTS:

4.1 Anticipated Period of Performance: The Contractor is to provide all personnel, equipment, training to personnel, and supervision, etc. to provide door screening and unarmed security officers/guards to provide surveillance services to MVAHS in accordance with this PWS, terms, conditions, provisions, specifications and schedules of the contract. The contract period of performance will consist of 52 Weeks. The anticipated period of performance for the base period is 09/11/2021 – 09/10/2022.

The Contractor shall be responsible for providing properly credentialed screening and unarmed security officers/guards (team lead and screeners/guards) at all entry locations designated in this PWS.

4.2 Door Screening Services and unarmed security officers/guards Hours of Performance: Proposed hours of operation are listed below at the designated locations, days and times. The Contractor shall adjust the level of door screening personnel based on needs as necessary to ensure an efficient operation. If deemed necessary by the government, the hours of operation and entry doors may be periodically adjusted based upon volume and demand. Locations requiring door screening personnel will be based on the facilities operating hours. The MVAHS reserves the right to adjust locations requiring screening and security guards to ensure staff and patient safety.

4.3 All property furnished by the Government under this contract shall remain the property of the Government. Upon termination of the contract, the contractor will render an accounting of all property which has come into his/her possession under this contract. Any property furnished by the Government to fulfill contract requirements which is lost or damaged resulting from improper use or negligence by the contractor’s employee, shall be repaired or replaced by the Government and the cost of such repairs or replacement shall be deducted from the contractor’s invoice. The contractor will take all reasonable precautions to safeguard and protect Government property.

4.4 Estimated Time of performance. The MVAHS reserves the right to change this requirement to fit the needs of the MVAHS.

5. FEDERAL HOLIDAYS:

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

During holidays, screeners and unarmed security officers/guards are expected to uphold the same responsibilities set forth and continue to ensure that all entering the facility are screened appropriately.

6. Special Events:

The Contractor shall be notified in advance of any special events which might cause an increase in the door screening numbers with patients, staff, volunteers, contractors, or visitors to the Medical Center. Contractor shall be required to adjust the level of needs to accommodate the Gov’t need for increased screening.

7. PERFORMANCE AND NOTIFICATION:

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

8. CONTRACTOR RESPONSIBILITIES:

8.1 The Contractor shall provide consistent, responsive, secure, and efficient door screening and unarmed security officers/guards operation.

8.2 The Contractor shall be required to furnish all necessary and appropriate labor, supervision to provide door screening and unarmed security officers/guards services in accordance with the terms and conditions of the resulting contract and the specifications and requirements, as specified herein. The VA will provide patient, employee, and visitor masks, thermometers, PPE for screening staff, screening identifying markers for use with Veteran, employees, and visitors and radio to communicate with VA Police Dispatch center. The Contractor shall provide door screening and unarmed security officers/guards services at designated entry points that have been approved by the Department of Veterans Affairs.

8.3 Contractor shall be responsible for screening patients, staff, guests, vendors, contractors and volunteers from inappropriately entering and gaining physical access to MVAHS.

8.4 Contractor shall be responsible for appropriately handling entry into the facility and denying access to individuals that do not meet the requirements outlined by MVAHS - EOC/IC (subject to change as needed). Contractor shall be responsible for assisting individuals with directions or basic facility questions. Contractor shall designate a full-time supervisor to be on site during set-up, tear-down operations, and performance of the work. The Contractor shall always provide adequate on-site supervision in order to handle customer concerns and incidents. Duties of the supervisor shall also include but not be limited to customer relations, training, and improving all screening and unarmed security officers/guard services and coordinating all work and additional services with the Contracting Officer's Representative (COR).

8.5 Contractor shall develop and provide a communication plan for MVAHS staff and Veterans to understand the door screening service process and how to contact the contractor for concerns or questions related to screening. The plan should consist of the process, entry doors manned at each location, supervisor name/phone number, phone number to reach the entry door staff for questions, what the screening process consist of and the entry location at each facility, the location of where the staff is stationed at the facilities, the expectation of wait times for entry into the facility, and hours of operations and days at each location. Contractor may be required to escort patients, visitors, and staff to designated areas per guidance from MVAHS. Contractor shall be required to distribute required screening material to all areas within the MVAHS.

9. PATIENT ASSISTANCE:

Contractor shall be required to assist patients that need assistance at all entrances, requesting escort services, assist with removal of wheelchairs, walkers, carts and/or personal medical equipment as needed.

10. TRAINING/LICENSES/QUALIFICATIONS:

10.1 The Contractor shall provide fully trained, professional door screening and unarmed security officers/guards staff, legal residents or U.S. citizens and be fluent in the English language. Contractor personnel shall be at least 18 years of age, have no criminal history, and be able to perform all general duties, functions, and activities as required. Contractor’s staff qualifications shall also include expertise in the proper operation of door screening, and a commitment to the highest level of respect, courtesy, compassion, and safety. Contractor personnel shall undergo a background security screening as required by the MVAHS.

10.2 The Contractor shall assure security officers possess the proper and valid licensure in accordance with the Florida Department of Agriculture and Consumer Services Division of Licensing, and its officers sustaining the required Florida Class D Security Licensure.

11. CONTRACTOR PERSONNEL AND MANAGEMENT:

11.1 The Contractor shall be responsible for employing qualified personnel to perform the work specified in this PWS. The Contractor shall maintain the personnel, organization and administrative control necessary to ensure that the work delivered meets the contract specifications and requirements.

11.2 The Contractor shall furnish at its cost, evidence of qualifications and competency assessment of all employees. Such evidence shall include but are not limited to copies of resumes, and copies of security background checks as requested.

11.3 The Contractor shall be responsible for providing facility orientation to all door staff, offer a training program on security, patient privacy, safety, emergency procedures, accidents/injuries and communication with Medical Center staff. The Contractor shall maintain documentation certifying that all employees assigned to the contract have received the aforementioned training. If deemed necessary by the Government, additional training shall be offered at the Miami VA Healthcare System and scheduled at the post award meeting on a mutually agreeable date and/or coordinate with the COR.

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

11.5 Contractor shall complete and provide proof of all background checks on staff that meet the requirements of the VA. Contractor shall follow all infection control and safety measures from the facility, including but not limited to mandatory influenza vaccination and use of PPE per facility guidelines.

11.6 Contractor shall be required to provide customer service training initially and annually to door screeners, as well as attend VA customer service training when appropriate.

11.7 It is the contractor's responsibility to foster confidence and trust in patients, visitors, volunteers, contractors, and employees through professional behavior and appearance. All customer service complaints should be handled within 24 hours and lead to a resolution. The contractor shall inform the COR action was taken to address the concern. If the contractor's employee’s behavior becomes an issue in performing customer service or their duties it will be handled by the contractor immediately.

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

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

11.10 Contractor employees are required to wear professional uniforms that consist of a collared shirt and long pants (No jeans). The uniforms are required to look professional, neat and clean in appearance and should all match to clearly identify staff. Contractor shall ensure that staff have closed-toe shoes that are clean and neat in appearance. All outerwear that the contractors wear for inclement weather will need to match and will be considered a part of the uniform. Contractor employees shall always wear their photo VA issued photo ID.

12. CLAIMS/DAMAGE:

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

13. CONTRACTOR PERSONNEL:

13.1 The Contractor shall be required at each site to:

13.1.1 Use appropriate screening and selection criteria when employing screeners and guards.

13.1.2 Administer and interpret the temperature of individuals utilizing thermometer and various technologies supplied by VA.

13.1.3 Maintain adequate thermometers for all locations to ensure screening functions can be supported

13.1.4 Report individuals that appear outside established protocols while remaining cognizant of confidentiality requirements.

13.1.5 Wear PPE as required within the established protocol required by VA.

13.1.6 MVAHS will supply PPE for door screeners (i.e. Face shields, gloves, face masks, etc.)

13.1.7 MVAHS healthcare system will provide tables/chairs and podium for social distancing requirements at entry points of each location. COR will approve tables/chairs and or Podium prior to placement.

13.1.8 Contractor shall always keep work area sanitized and clean.

13.1.9 Contractor shall provide training the use of PPE.

13.1.10 MVAHS shall provide communication devices (radio) for staff to communicate among one another to deliver service and report emergences.

13.1.11 Provide a system to track and report the number of people who have entered at each entry point at each location.

13.1.11 Provide tracking system for door screening service to capture workload, peak times and stats of the number of people entering each entry door by location daily, for weekly and monthly reports.

13.1.12 Contractor shall provide a system to track and report the number of COVID screened individuals that were sent to the COVID Clinic/ER.

13.1.13 Prior to contract performance, contractor shall provide evidence that all contractor employees have received the flu shot as outlined in VHA directive.

14. CONTRACTOR PERFORMANCE AND NOTIFICATION:

14.1 ln the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the Contracting Officer and provide a justification for non-performance.

14.2 Within seven (7) days after contract award the contractor shall provide a personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area. Contractor shall provide evidence that all contractor employees have received the flu shot in accordance with the VA Directive.

15. KEY PERSONNEL REPLACEMENT AND SUBSTITUTION.

15.1 Requests for approval of substitutions shall be in writing and shall provide a detailed explanation of the circumstances necessitating the proposed substitutions. The request shall contain a complete resume for the proposed substitute, and any other information requested or required by the Contracting Officer to approve or disapprove the request. Proposed substitutes shall have qualifications that are equal to or higher than the personnel being augmented. The Contracting Officer or his/her authorized representative shall evaluate such requests and promptly notify the Contractor in writing whether the proposed substitution is acceptable.

15.2 The Contractor shall always replace any absent individual for any period greater than one hour to leave a full complement of trained qualified personnel with no disruption of services.

16. TRAVEL:

The Government will not pay any travel costs associated with this contract.

17. NON-PERSONAL SERVICE STATEMENT:

Contractor employees performing services under this order will be controlled, directed, and always supervised by management personnel of the contractor. Contractor management shall ensure that employees properly comply with the performance work standards outlined in the PWS. Contractor employees shall perform their duties independent of, and without the supervision of, any Government official. The tasks, duties, and responsibilities set forth in the contract may not be interpreted or implemented in any manner that results in any contractor employee creating or modifying Federal policy, obligating the appropriated funds of the United States Government, overseeing the work of Federal employees, providing direct personal services to any Federal employee, or otherwise violating the prohibitions set forth in Parts 7.5 and 37.1 of the Federal Acquisition Regulation (FAR). The Government will control access to the facility and will perform the inspection and acceptance of the completed work.

18. Performance Standard:

18.1 The Government designee shall be responsible for monitoring the Contractor's performance.

Performance deficiencies or poor performance identified during the term of the contract shall be documented by the Government and reported to the Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given a reasonable time to take corrective action. If determined appropriate, the Contracting Officer and/or other VA staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified by the Government. The Contractor shall notify the Contracting Officer when correction(s) have been made. If the appropriate correction is not made within the timeframe specified, the Government shall have the right to terminate the contract in it is entirety. Nothing in this section is intended to modify or waive the government’s rights outlined in 52.212-4.

18.2 PERFORMANCE STANDARDS REQUIREMENTS SUMMARY MATRIX

Indicators Performance Standards

(Positive &/or Negative)

4.3

Screening personnel at all MVAHS locations as designated.

Negative: May result in adverse CPARS and/or reperformance of work.

operation.

Negative: May result in adverse CPARS.

Negative: May result in adverse CPARS.

Negative: May result in adverse CPARS.

Negative: May result in adverse CPARS.

Negative: May result in adverse CPARS.

The Contractor shall be required at each site to:

(The following equipment and operating requirements shall be submitted to the COR and Contracting Officer for prior approval)

• Provide identifying makers, face masks, asking verbal questions, delivering, and directing certain staff, guest, contractors and volunteers to established protocol areas for COVID Testing.

• Provide professional podium stands, tables/chairs, signs, supplies, materials and/or miscellaneous items necessary to operate and manage door screening services. All signs shall be the appropriate requirements for facility standards and hand-written signs shall not be allowed.

• Provide communication devices for staff to communicate among one another to deliver service, report emergences, etc.

• Provide experienced, fully trained and professional staff to perform door screening services.

• Constantly assess door screening processes taking into consideration workload to adjust the level of personnel required to perform under the contract.

• Provide recommendations as deemed appropriate and necessary to provide quality services at MVAHCS.

• Provide tracking system for door screening services to capture workload at each location.

SAFETY REQUIREMENTS:

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

The Contracting Officer, or the COR, will notify the Contractor of any safety noncompliance and the action to be taken.

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

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

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

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

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

INTERFERENCE WITH NORMAL FUNCTIONS:

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

CONTRACTOR'S QUALITY CONTROL PROGRAM (QCP):

The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. A copy of this QCP will be forwarded to the CO in the complete Request for Quote (RFQ) package submitted by the contractor. The QCP is separate from the required Management/Technical Capabilities that will be provided by the contractor. The CO will review the QCP and list any needed clarifications, and return to Contractor for response, if necessary. The Contractor's QCP shall include the following or have incorporated into during performance of contract, at a minimum:

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

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

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

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

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

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

Providing reports of patient/staff/guest complaints, peak hours, or concerns to COR weekly/monthly reports.

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

CONTRACTOR FURNISHED EQUIPMENT AND SUPPLIES:

The Contractor shall furnish all the necessary resources, equipment and supplies.

Equipment for Door Screeners and Unarmed Guards shall contain at a minimum, the following:

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

• Contractor shall provide real time tracking system for door screeners to capture workload, peak times, and stats on screening by location and entry point. Provide weekly and monthly reports showing workload by location and entry point for peak times, COVID +

• Provide professional podium stands, tables/chairs, signs, supplies, materials, and/or miscellaneous items necessary to operate and manage door screening services.

PROPOSED PLAN:

After notification of contract award, the Contractor shall have fifteen (15) calendar days for full operation implementation and to finalize staff requirements including Government-administered background investigations, etc. The Contractor shall be required to implement their proposed valet parking service plan and perform on a day-to-day basis for the duration of the contract.

ORDERING ACTIVITY:

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

CHANGES TO CONTRACT:

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

REDUCTION OF SERVICE:

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

PERFORMANCE STANDARD:

Contractor shall ensure that 95% of the door screening wait is no more than five (5) minutes to go thru the door screening process. contactor shall develop a system to monitor and report timelines of service and shall be made available to the VA upon request. The COR shall audit the turn-around time (TAT) or may conduct periodic unannounced inspections to assure that waiting periods do not exceed the performance requirements. Additionally, the Contractor's ability to manage the entry flow shall be periodically audited to assure that the services are provided in an efficient operational manner. Contractor shall use a system for door screening to account for real time information and efficiency.

Contractor shall not allow traffic to back up at the main grate beyond the point of screening entry point. Contractor shall not allow traffic to back up at the back entrance/delivery entrance, it should take no longer than 3 minutes for a vehicle to pass through screening process

Contractor shall follow all established procedures concerning deliveries, patient drop offs, and responding emergency vehicles.

COMPLAINTS:

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

QUALITY ASSURANCE:

The Contractor shall be responsible for complying with all appropriate regulations and guidelines of the Joint Commission (JC), Occupational Safety and Health Administration (OSHA), and/or any other pertinent federal, state, and local policies relating to the herein mentioned work or door screening services. The Contractor shall provide adequate on-site supervision at all locations, at all times in order to achieve quality assurance and to handle all customer service concerns. All tasks accomplished by the Contractor personnel shall be performed to preclude damage or defacement to Government-owned furnishings, fixtures, equipment and facilities. The Contractor shall report any damage observed or caused by the Contractor personnel to the COR. The Contractor shall be responsible for the replacement of items or to repair vehicles or facilities to previous condition, if the Contractor is determined to be at fault for the damage.

MONITORING PROCEDURES:

The COR shall be responsible for monitoring the Contractor's performance. Performance deficiencies or poor performance identified during the term of the contract shall be reported to the Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given a reasonable time to take corrective action. lf determined appropriate, the Contracting Officer, COR and/or other VA staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified in the cure notice. The Contractor shall notify the contracting officer and the COR when correction(s) have been made. lf the appropriate correction is not made within the timeframe specified in the cure notice, the Government shall have the right to terminate the contract in its entirety.

REPORTS:

The Contractor shall establish a method to validate the number of people per day entering each facility and entry point and submit a weekly and monthly report to the Contracting Officer and COR within seven (7) calendar days after each month ends. The report shall summarize the number of people entering the facility by location and entry, peak times, COVID +, transported to Emergency Department, number of masks and bands issued by location and entry point. (sorted showing times to illustrate workload by peak hours). The report shall also include any incidents, accidents or special situations with patients, visitors, VA employees, or VA volunteers. The reports must be legible and easy to understand, should be submitted weekly and monthly electronically. Reports should be signed by the Supervisor and/or authorized representative of the Contractor. Contractor may provide for approval a sample of the types of report forms used on similar projects.

CUSTOMER SATISFACTION SURVEYS:

The Miami VA Healthcare System may conduct independent customer satisfaction surveys to evaluate door screening services. Participation by Veterans in all surveys shall be voluntary.

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

DISRUPTIVE BEHAVIOR:

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

DENIAL/TERMINATION OF SERVICES:

Action to limit, suspend or revoke Service contract shall be in accordance with the procedures outlined in VA guidelines or Federal Acquisition Regulations. The Contractor shall be notified by the Contracting Officer, when the necessity becomes apparent to exercise such authority. The Contracting Officer shall provide the Contractor with copies of documentation initiating the revocation process if such action becomes apparent. The Government reserves the right to refuse acceptance of service provided by the Contractor due to poor performance or failure to comply with the requirements specified herein.

The Contractor and COR shall deal with complaints concerning unacceptable performance.

However, the Contracting Officer is the final authority on validating complaints. ln the event that contractor is involved and named in a validated complaint, the Government reserves the right to refuse acceptance of the services of such Contractor. The Contracting Officer shall be the final arbiter on questions of acceptability.

INSTALLATION APPROVAL:

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

GOVERNMENT RESPONSIBILITIES:

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

CONTRACTING OFFICER REPRESENTATIVE (COR):

Delegation of Authority letter(s) shall be forwarded to the using service and Contractor after agreement has been signed, identifying the individual(s) as the COR(s). No service shall be provided without the approval of the COR or his/her designee of this contract.

The Contractor shall not accept any instructions issued by any other person(s) other than the Contracting Officer or his/her delegated representative(s) acting within the limits of his/her Authority.

CONTRACTOR POINT OF CONTACT:

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

An alternate may be designated, but the contractor shall notify the contracting officer and COR in writing those times when the alternate shall act as the POC.

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

Point…