Inactive

This procurement is set-aside for Small Businesses. The Department of Veterans Affairs (VA) Tennessee Valley Health System (TVHS) is seeking one or more Small Businesses with the capability to provide... This procurement is set-aside for Small Businesses. The Department of Veterans Affairs (VA) Tennessee Valley Health System (TVHS) is seeking one or more Small Businesses with the capability to provide Uniform Leasing for a Base and Four Option Years. Background: The Tennessee Valley Healthcare System (TVHS) is a Complexity Level 1A facility and teaching hospital, providing a full range of patient care services complete with state-of-the-art technology, education and research. Comprehensive health care is provided through emergency medicine, primary care, tertiary care, and long-term care in the areas of medicine, surgery, mental health, physical medicine and rehabilitation, neurology, oncology, dentistry, geriatrics, and extended care. Environmental Services is required to provide uniforms to many services to include Nursing, covering nearly 400 employees. During the past years we have historically purchased at least seven uniforms for each employee within the facilities and due to the maintenance and cost required to maintain such a large number of uniforms, we are considering a leasing program. The goal of the leasing program is to improve the appearance of the employee uniforms and give a fresh new look to the staff. It is critical that EMS meets the organizations responsibility to provide uniforms to designated employees who are required to wear them within the facility. The expectation of the contract will be to provide aesthetic uniforms to the Nashville Campus in Nashville and Alvin C. York Campus in Murfreesboro. The Contractor will be responsible to clean the employee uniforms at the option of the employee. Nashville Campus 1310 24th Ave S, Nashville, TN 37212 Alvin C. York Campus -3400 Lebanon Pike, Murfreesboro, TN 37129 Scope: The purpose to this contract is to provide an alternative method for a no-nonsense uniform program for Tennessee Valley Healthcare System (TVHS). The business partner shall demonstrate full operating capability within 60 days of the contract award or sooner. The partner shall determine which source to use based on the best value combination of a fair and reasonable price, superior quality, and timely delivery. The business partner shall demonstrate expertise as a manufacturer and experience in sourcing product from other manufacturers. The Contractor shall work with Tennessee Valley Healthcare System (TVHS) staff and perform a site visit to determine existing site conditions and to obtain additional data and information to support completion of the work listed. The Contractor shall work with the COR to determine the type and size of uniforms that will be needed for the staff. The contractor will be required to establish procedures for the management of new hire orders, annual government allowance orders, returns, backorders, and other special orders with ability to see the names and locations tied to backordered items and replenishment or stock procurement status. Contractor will be expected to maintain a process for securing and processing uniform orders for newly hired employees. CONTRACTORS DELIVERY/DELIVERABLES: The Contractor will be responsible for the delivery of material in first class condition at the point of delivery, and in accordance with good commercial practice. Contractor is responsible for making sure that the following expectations are met: Delivery date: Awardee of this contract will have to deliver all items within 45 days from award notification. The awardee will also have to comply with the schedule listed below. The contractor should demonstrate an understanding of the issues created by the introduction of new products into the program or the discontinuation of products from the program. These issues should include assessing the timing for product introduction and the resolution of existing inventory when a product is discontinued. The contractor should provide a calendar of events that should take place to facilitate the transition. The key personnel of the contractor should be available for 30 days to answer questions. A post award meeting should take place within 5 days of award. This meeting should include a final product review and approval of first article samples before production begins. Awardee will have 10 days from date of award notification to measure and fit all required employees; Fitting must be performed on-site (Tennessee Valley Healthcare System (TVHS)). Awardee will have 30 days from last day of fitting to deliver all uniforms specified in contract. Provide shipping, handling and delivery of all goods by traceable means directly to Tennessee Valley Healthcare System (TVHS) employees at their duty location. Provide processes to effectively manage introduction of new uniform items and termination (or changes) to existing uniform garments. Due to the Tennessee Valley Healthcare System (TVHS) s needs for rapid response to changes, the contractor must be able to state and meet response times which meet s Tennessee Valley Healthcare System (TVHS) needs. Effect an orderly transition from the current uniforms without delay or disruption to daily operations. Program Management: The contractor shall have a made-to-measure/special measurements program to provide uniforms for individuals that cannot wear stock pattern garments. A form should be provided that instructs the employee to provide a series of measurements. From the measurements a unique pattern will be created by the business partner to produce the required uniform. The business partner should state a timeframe within which the uniform can be delivered Participant measurement process Ordering procedure Program launch procedure Pick-up and delivery procedure/schedule Auditable inventory control system/procedure Garment repair & replacement procedure Lost, Damaged, Exchange procedure All employees to be sized and fitted on site. Contract will be based on an (7) seven set uniform cycle (per employee), unless specified otherwise in the contract. Vendor shall proactively inspect, repair, and replace garments as needed. Vendor shall communicate with Site Representative (COR) on a monthly basis to evaluate service and make adjustments. Reduced frequency may be determined by COR. Vendor to fully comply with Uniform Lease Program Specifications. Commodity item: Lease of Uniform Shirts and Pants. Colors to be determined before startup of program. All employees to have new items assigned initially. Staff to choose from men or women s cuts, flat front style or pleated pant, and short or long sleeve shirt. Enough color and style options shall be provided by the contractor in order to provide each department (service) with its own specific color/style. Vendor will replace or repair uniforms when they become unserviceable or no longer present a professional appearance. Quantities will change with the gain and losses of employees Equivalent items will be considered Inventory control system: Provide inventory control and management, warehousing and tracking of inventory to ensure secure storage and timely delivery. The contractor should have an established distribution process and a quality control/quality assurance program. The contractor must demonstrate experience and expertise in forecasting the demand for each item in the uniform program. This forecast should become the basis for an inventory plan for each product. The inventory plan addresses such issues as where the item is sourced; size and frequency of ordering inventory, and the amount of safety level inventory maintained in stock (provide estimated dollar value). The contractor should incorporate time tested, state-of-the-art software technology to assist in this complex task. The contractor should have the financial capacity to maintain the appropriate levels of inventory to meet target delivery time requirements. Vendor must have a scanning system to verify what was picked up and delivered. Vendor s scanner must have the ability to print a receipt on site for what was issued, turned in and exchanged for our records when requested. All shortages must be credited off of the invoice on site monthly no exceptions. All clothing to be identified by employee code or number and name. Repairs/replacements: Vendor must supply repair tags for all employees. Vendor must ensure sufficient stock of repair tags at all times All garments must be replaced with new garments when no longer serviceable or do not present a professional appearance for image and morale purposes. Customer Satisfaction: The contractor shall maintain a customer service call center that can input faxed orders, process returns, assist with fittings; provide the Tennessee Valley Healthcare System (TVHS) program information. The Customer Service Representatives (CSRs) should be trained and experienced in working with government contracts. A lead CSR should be designated as the Tennessee Valley Healthcare System (TVHS) program customer service expert. Customers should be able to contact CSRs via toll free phone numbers, toll free fax lines, email, and the web site. Contractor to create and administer a Customer Service Report for program participants. The contractor should maintain a customer service / help desk during normal business hours of 8:00am to 4:30pm CST on normal business days, but it should have the capability to expand hours to meet peak demand periods. The contractors should demonstrate training programs for the Customer Service Representatives (CSR). In order to provide superior customer service, the business partner should demonstrate the use of technology in the call center. All shipments should contain a Customer Service Report Card Provide efficient and courteous customer service, including receiving and resolving complaints. Customer assistance should include fitting instructions, comfort, proper accessories, back order issues, late deliveries, problems regarding allowance account balance information and resolution of other problems that arise. Effectively assure customer satisfaction in the product lines. Implement a made-to-measure/special measurements program for employees that cannot wear standard dimension uniform garments. Invoicing: Provide standard procedures for invoicing, refunds, credits, exchanges, deliveries, lost deliveries, billing processes, compliance with quality assurance reviews, maintaining employee privacy and customer service. Invoicing should be by uniform sets for new hires unless orders are incomplete, then the items shipped can be invoiced by item. Invoices must reflect description of service listed for each employee. Invoices must reflect one price per employee. Invoices must reflect quantity of garments picked up and delivered. All garments must be on one invoice (broken down per dept. if requested by COR). Invoices will be submitted monthly. Performance Period: The Period of Performance for this contract service shall be for one (1) base year and four (4) option years after Notice to Proceed (NTP). Type of Contract: The Government contemplates award of an Indefinite Quantity/Indefinite Delivery contract resulting from solicitation Contractor Furnished Equipment, Materials, and Information: Contractor shall, at no additional cost to the Government, provide and maintain licenses, permits, vehicles, operators, equipment, and materials to properly handle, label, and transport uniforms. Government Furnished Equipment, Materials and Information: The government will provide lockers, as well as adequate space for lockers and easy access, if needed. Quality Control: The contractor shall submit a Quality Assurance Plan and effectively assure high level contract quality requirement (MIL I or similar) in the manufacturing process. [Note: MIL I is 52.246-11 in the FAR.] . The plan shall demonstrate the contractor s process to maintain redundant quality control procedures for the delivery of lease and purchased products. These procedures should include inspections during the manufacturing process, insuring fit consistency, color controls, and laboratory testing. The contractor will show expertise in providing products that meet quality standards based upon contract specifications. The contractor s quality control and quality assurance procedures should result in over 99% of all items shipped being defect free. The contractor shall define a performance metric to measure the frequency of defective products delivered to the Tennessee Valley Healthcare System (TVHS). The program shall include, but will not be limited to, the following: An inspection system covering the services listed in the Statement of Work. It must specify areas of work to be inspected on a scheduled basis. A method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable. A record of all inspections conducted by the contractor and any corrective action taken. The documented Quality Control Program and records of inspections shall be made available to the Government upon request The number of instances that Tennessee Valley Healthcare System (TVHS) is not notified in writing via invoice notation. Notation should include at a minimum: employee name, employee department and item(s) being replaced. Garments shall be delivered to location the same day each week. Discrepancies should not exceed 2 occurrences in any 24 week period during contract. The number of instances that changes in delivery schedule were not proposed for approval by the COTR a minimum of two (2) weeks in advance of proposed change date. Ninety-five percent (95%) approval of service rating on bi-annual Customer Service Report General Requirements: The government will determine on a service requirements basis what positions are considered key personnel. In addition the contractor shall provide evidence of qualification to perform the requested services through documentation provided when the initial quotation is submitted to the Government for consideration. The contractor shall identify, by name, the key management and technical personnel who will work under this task order at the time the work is being negotiated. If a key person becomes unavailable to complete the service requirements, the proposed substitutions of key personnel shall be made only as approved directed by the Contracting Officer and the COR. The government will not dictate specific experience and education requirements of the employees initially proposed to perform the work stated herein. The contractor shall submit a resume of qualifications to the COR for key personnel and all other direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. If, at any time from date of award to the end of the contract, non-key Contractor personnel are no longer available, he/she reserves the right to review qualifications of proposed replacement personnel and to reject individuals who do not meet the qualifications. Team personnel proposed by the contractor should possess some of the following knowledge and/or skills: The contractor must notify VHA in advance and we will approve or reject proposed contractor key personnel for the performance of this contract. The contractor shall submit a resume of qualifications to the COR for key personnel and all other direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. If, at any time from date of award to the end of the contract, Contractor personnel are no longer available, the VHA will approve the qualifications of proposed replacement personnel and will reject individuals who do not meet the qualifications set forth herein. The contractor must inform the VHA COR, Project Manager and/or Task Manager when personnel are removed from the contract for any reason. The Contractor shall remove any employee from the performance of this contract within five (5) workdays of receiving notice from the Contracting Officer that the employee's performance is unsatisfactory. All Contractor employees are subject to immediate removal from performance of this contract when they are involved in a violation of the law, VA security, confidentiality requirements and/or other disciplinary reasons. The contractor must inform the VHA COR and Project Manager/Task Manager when personnel are removed from the contract for any reason. If a key person becomes unavailable to complete the SR, the proposed substitutions of key personnel shall be made only if approved by the COR and Project Manager. The contractor shall submit a resume of qualifications to the COR for all direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. The VHA shall not be liable for further payment of any Contractor employee that VHA requires the Contractor to remove from the performance of this contract. VHA's payment liability, for unsuitable Contractor employees, ends five working days after Contractor's receipt of "removal request" for unsatisfactory performance and immediately for any violation of law, VA security, confidentiality requirements and/or other disciplinary action. BASIS OF AWARD OFFEROR S QUALIFICATIONS: Award will be made to the lowest price technically acceptable offer. Technical acceptability will be based upon offeror s submitting sufficient evidence of adequate equipment, personnel and necessary experience to establish responsibility and integrity to meet the requirements of this contract. Any offeror, who does not have adequate experience, personnel and/or equipment, in the opinion of the Contracting Officer, will be rejected. To assist in this determination, offeror is required to furnish the following information: A. Number of years experience performing the type of services indicated in the SOW B. Number of personnel regularly employed on a full-time basis C. Offerors who have not previously provided the same or similar type services at a VA Medical Center or healthcare facility are required to furnish for evaluation purposes, the names, addresses and telephone numbers of three (3) companies for whom exact services have been furnished. Award shall be based on the lowest price technically acceptable basis. Award will be made on the basis of the lowest evaluated price of quotations meeting or exceeding the acceptability standards for all non-cost/price factors. **ALL factors must be rated ACCEPTABLE to be considered for award. 1. Technical Factors: Contractor to submit copies of the documentation listed below in order to be determined responsive. Offeror shall submit a Capabilities Statement Offeror shall submit current Business License Offeror shall submit proof of Liability Insurance Each factor will be scored as Acceptable or Unacceptable as defined below. Each quotation will be evaluated against the SOW and the stated evaluation criteria using the same "Lowest Price Technically Acceptable evaluation standards. Acceptable ALL of the minimum acceptable criteria are clearly met by the proposal. The offeror's proposal meets the technical capability requirements defined in the SOW. NOTE: Once the proposals have been determined to be "technically acceptable," award will based on cost/price only. Unacceptable Not all of the minimum acceptable criteria are met by the proposal. An unacceptable proposal contains one or more deficiencies. Proposal fails to meet specified minimum technical capability requirements defined in the SOW. The following table will be used for each proposal received to score each LPTA factor as to whether it is Acceptable or Unacceptable. Technical Factors Offeror Technically Acceptable Offeror shall submit a Capabilities Statement Offeror shall submit current Business License Offeror shall submit proof of Liability Insurance 2. Relevant Experience/Past Performance: The Relevant Experience/Past Performance evaluation will assess the relative risks associated with offeror s likelihood of success in performing the requirement as indicated by that offeror s record of Relevant Experience/Past Performance. Offeror must provide at least three (3) customers of reference which shall demonstrate relevant past performance. These references shall contain name, address of facility, contact name, phone number, dates of service, and contract number, if applicable. The experience shall be of similar size and scope. Uniform Descriptions (Equivalent Items may be acceptable)(Colors to be determined at award)(Employee numbers will increase and decrease) Environmental Management Service (153 Employees) Men/Women Work Shirt (long and/or short sleeve): (153) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (153) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Engineering Service (96 employee s) Men/Women Work Shirt (long and/or short sleeve): (80) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Fire Retardant Work Shirt: (16) ATPV 8.7: HRC 2 Topstitched button down collar Two chest pockets with flaps NFPA 70 E Compliance Flame Resistant Pant: (16) ATPV 11.2: HRC 2 Full cut tapered fit Inner lined waist band ASTM 1506 Compliant Two back pockets Leg opening fits over work boot 23.8 ATPV Men/Women Work Pant: (80) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Volunteer Services (22 Employees) Men/Women Red Polo Shirts (long and/or short sleeve)(22): Polyester/cotton All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (22) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Logistics Service (12 Employees) Men/Women Work Shirt (long and/or short sleeve): (12) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (12) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Food and Nutrition (75 Employees) Men/Women Work Shirt: (75) Polyester/cotton (65%/35%), permanent press, 4 ¼ oz. comfort fabric Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (75) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Solicitation documents will be available on or about July 20, 2020. All pertinent information regarding this solicitation will be posted on the Contract Opportunities website.

Inactive Total Small Business Set-Aside (FAR 19.5)

This procurement is set-aside for Small Businesses. The Department of Veterans Affairs (VA) Tennessee Valley Health System (TVHS) is seeking one or more Small Businesses with the capability to provide... This procurement is set-aside for Small Businesses. The Department of Veterans Affairs (VA) Tennessee Valley Health System (TVHS) is seeking one or more Small Businesses with the capability to provide Uniform Leasing for a Base and Four Option Years. Background: The Tennessee Valley Healthcare System (TVHS) is a Complexity Level 1A facility and teaching hospital, providing a full range of patient care services complete with state-of-the-art technology, education and research. Comprehensive health care is provided through emergency medicine, primary care, tertiary care, and long-term care in the areas of medicine, surgery, mental health, physical medicine and rehabilitation, neurology, oncology, dentistry, geriatrics, and extended care. Environmental Services is required to provide uniforms to many services to include Nursing, covering nearly 400 employees. During the past years we have historically purchased at least seven uniforms for each employee within the facilities and due to the maintenance and cost required to maintain such a large number of uniforms, we are considering a leasing program. The goal of the leasing program is to improve the appearance of the employee uniforms and give a fresh new look to the staff. It is critical that EMS meets the organizations responsibility to provide uniforms to designated employees who are required to wear them within the facility. The expectation of the contract will be to provide aesthetic uniforms to the Nashville Campus in Nashville and Alvin C. York Campus in Murfreesboro. The Contractor will be responsible to clean the employee uniforms at the option of the employee. Nashville Campus 1310 24th Ave S, Nashville, TN 37212 Alvin C. York Campus -3400 Lebanon Pike, Murfreesboro, TN 37129 Scope: The purpose to this contract is to provide an alternative method for a no-nonsense uniform program for Tennessee Valley Healthcare System (TVHS). The business partner shall demonstrate full operating capability within 60 days of the contract award or sooner. The partner shall determine which source to use based on the best value combination of a fair and reasonable price, superior quality, and timely delivery. The business partner shall demonstrate expertise as a manufacturer and experience in sourcing product from other manufacturers. The Contractor shall work with Tennessee Valley Healthcare System (TVHS) staff and perform a site visit to determine existing site conditions and to obtain additional data and information to support completion of the work listed. The Contractor shall work with the COR to determine the type and size of uniforms that will be needed for the staff. The contractor will be required to establish procedures for the management of new hire orders, annual government allowance orders, returns, backorders, and other special orders with ability to see the names and locations tied to backordered items and replenishment or stock procurement status. Contractor will be expected to maintain a process for securing and processing uniform orders for newly hired employees. CONTRACTORS DELIVERY/DELIVERABLES: The Contractor will be responsible for the delivery of material in first class condition at the point of delivery, and in accordance with good commercial practice. Contractor is responsible for making sure that the following expectations are met: Delivery date: Awardee of this contract will have to deliver all items within 45 days from award notification. The awardee will also have to comply with the schedule listed below. The contractor should demonstrate an understanding of the issues created by the introduction of new products into the program or the discontinuation of products from the program. These issues should include assessing the timing for product introduction and the resolution of existing inventory when a product is discontinued. The contractor should provide a calendar of events that should take place to facilitate the transition. The key personnel of the contractor should be available for 30 days to answer questions. A post award meeting should take place within 5 days of award. This meeting should include a final product review and approval of first article samples before production begins. Awardee will have 10 days from date of award notification to measure and fit all required employees; Fitting must be performed on-site (Tennessee Valley Healthcare System (TVHS)). Awardee will have 30 days from last day of fitting to deliver all uniforms specified in contract. Provide shipping, handling and delivery of all goods by traceable means directly to Tennessee Valley Healthcare System (TVHS) employees at their duty location. Provide processes to effectively manage introduction of new uniform items and termination (or changes) to existing uniform garments. Due to the Tennessee Valley Healthcare System (TVHS) s needs for rapid response to changes, the contractor must be able to state and meet response times which meet s Tennessee Valley Healthcare System (TVHS) needs. Effect an orderly transition from the current uniforms without delay or disruption to daily operations. Program Management: The contractor shall have a made-to-measure/special measurements program to provide uniforms for individuals that cannot wear stock pattern garments. A form should be provided that instructs the employee to provide a series of measurements. From the measurements a unique pattern will be created by the business partner to produce the required uniform. The business partner should state a timeframe within which the uniform can be delivered Participant measurement process Ordering procedure Program launch procedure Pick-up and delivery procedure/schedule Auditable inventory control system/procedure Garment repair & replacement procedure Lost, Damaged, Exchange procedure All employees to be sized and fitted on site. Contract will be based on an (7) seven set uniform cycle (per employee), unless specified otherwise in the contract. Vendor shall proactively inspect, repair, and replace garments as needed. Vendor shall communicate with Site Representative (COR) on a monthly basis to evaluate service and make adjustments. Reduced frequency may be determined by COR. Vendor to fully comply with Uniform Lease Program Specifications. Commodity item: Lease of Uniform Shirts and Pants. Colors to be determined before startup of program. All employees to have new items assigned initially. Staff to choose from men or women s cuts, flat front style or pleated pant, and short or long sleeve shirt. Enough color and style options shall be provided by the contractor in order to provide each department (service) with its own specific color/style. Vendor will replace or repair uniforms when they become unserviceable or no longer present a professional appearance. Quantities will change with the gain and losses of employees Equivalent items will be considered Inventory control system: Provide inventory control and management, warehousing and tracking of inventory to ensure secure storage and timely delivery. The contractor should have an established distribution process and a quality control/quality assurance program. The contractor must demonstrate experience and expertise in forecasting the demand for each item in the uniform program. This forecast should become the basis for an inventory plan for each product. The inventory plan addresses such issues as where the item is sourced; size and frequency of ordering inventory, and the amount of safety level inventory maintained in stock (provide estimated dollar value). The contractor should incorporate time tested, state-of-the-art software technology to assist in this complex task. The contractor should have the financial capacity to maintain the appropriate levels of inventory to meet target delivery time requirements. Vendor must have a scanning system to verify what was picked up and delivered. Vendor s scanner must have the ability to print a receipt on site for what was issued, turned in and exchanged for our records when requested. All shortages must be credited off of the invoice on site monthly no exceptions. All clothing to be identified by employee code or number and name. Repairs/replacements: Vendor must supply repair tags for all employees. Vendor must ensure sufficient stock of repair tags at all times All garments must be replaced with new garments when no longer serviceable or do not present a professional appearance for image and morale purposes. Customer Satisfaction: The contractor shall maintain a customer service call center that can input faxed orders, process returns, assist with fittings; provide the Tennessee Valley Healthcare System (TVHS) program information. The Customer Service Representatives (CSRs) should be trained and experienced in working with government contracts. A lead CSR should be designated as the Tennessee Valley Healthcare System (TVHS) program customer service expert. Customers should be able to contact CSRs via toll free phone numbers, toll free fax lines, email, and the web site. Contractor to create and administer a Customer Service Report for program participants. The contractor should maintain a customer service / help desk during normal business hours of 8:00am to 4:30pm CST on normal business days, but it should have the capability to expand hours to meet peak demand periods. The contractors should demonstrate training programs for the Customer Service Representatives (CSR). In order to provide superior customer service, the business partner should demonstrate the use of technology in the call center. All shipments should contain a Customer Service Report Card Provide efficient and courteous customer service, including receiving and resolving complaints. Customer assistance should include fitting instructions, comfort, proper accessories, back order issues, late deliveries, problems regarding allowance account balance information and resolution of other problems that arise. Effectively assure customer satisfaction in the product lines. Implement a made-to-measure/special measurements program for employees that cannot wear standard dimension uniform garments. Invoicing: Provide standard procedures for invoicing, refunds, credits, exchanges, deliveries, lost deliveries, billing processes, compliance with quality assurance reviews, maintaining employee privacy and customer service. Invoicing should be by uniform sets for new hires unless orders are incomplete, then the items shipped can be invoiced by item. Invoices must reflect description of service listed for each employee. Invoices must reflect one price per employee. Invoices must reflect quantity of garments picked up and delivered. All garments must be on one invoice (broken down per dept. if requested by COR). Invoices will be submitted monthly. Performance Period: The Period of Performance for this contract service shall be for one (1) base year and four (4) option years after Notice to Proceed (NTP). Type of Contract: The Government contemplates award of an Indefinite Quantity/Indefinite Delivery contract resulting from solicitation Contractor Furnished Equipment, Materials, and Information: Contractor shall, at no additional cost to the Government, provide and maintain licenses, permits, vehicles, operators, equipment, and materials to properly handle, label, and transport uniforms. Government Furnished Equipment, Materials and Information: The government will provide lockers, as well as adequate space for lockers and easy access, if needed. Quality Control: The contractor shall submit a Quality Assurance Plan and effectively assure high level contract quality requirement (MIL I or similar) in the manufacturing process. [Note: MIL I is 52.246-11 in the FAR.] . The plan shall demonstrate the contractor s process to maintain redundant quality control procedures for the delivery of lease and purchased products. These procedures should include inspections during the manufacturing process, insuring fit consistency, color controls, and laboratory testing. The contractor will show expertise in providing products that meet quality standards based upon contract specifications. The contractor s quality control and quality assurance procedures should result in over 99% of all items shipped being defect free. The contractor shall define a performance metric to measure the frequency of defective products delivered to the Tennessee Valley Healthcare System (TVHS). The program shall include, but will not be limited to, the following: An inspection system covering the services listed in the Statement of Work. It must specify areas of work to be inspected on a scheduled basis. A method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable. A record of all inspections conducted by the contractor and any corrective action taken. The documented Quality Control Program and records of inspections shall be made available to the Government upon request The number of instances that Tennessee Valley Healthcare System (TVHS) is not notified in writing via invoice notation. Notation should include at a minimum: employee name, employee department and item(s) being replaced. Garments shall be delivered to location the same day each week. Discrepancies should not exceed 2 occurrences in any 24 week period during contract. The number of instances that changes in delivery schedule were not proposed for approval by the COTR a minimum of two (2) weeks in advance of proposed change date. Ninety-five percent (95%) approval of service rating on bi-annual Customer Service Report General Requirements: The government will determine on a service requirements basis what positions are considered key personnel. In addition the contractor shall provide evidence of qualification to perform the requested services through documentation provided when the initial quotation is submitted to the Government for consideration. The contractor shall identify, by name, the key management and technical personnel who will work under this task order at the time the work is being negotiated. If a key person becomes unavailable to complete the service requirements, the proposed substitutions of key personnel shall be made only as approved directed by the Contracting Officer and the COR. The government will not dictate specific experience and education requirements of the employees initially proposed to perform the work stated herein. The contractor shall submit a resume of qualifications to the COR for key personnel and all other direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. If, at any time from date of award to the end of the contract, non-key Contractor personnel are no longer available, he/she reserves the right to review qualifications of proposed replacement personnel and to reject individuals who do not meet the qualifications. Team personnel proposed by the contractor should possess some of the following knowledge and/or skills: The contractor must notify VHA in advance and we will approve or reject proposed contractor key personnel for the performance of this contract. The contractor shall submit a resume of qualifications to the COR for key personnel and all other direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. If, at any time from date of award to the end of the contract, Contractor personnel are no longer available, the VHA will approve the qualifications of proposed replacement personnel and will reject individuals who do not meet the qualifications set forth herein. The contractor must inform the VHA COR, Project Manager and/or Task Manager when personnel are removed from the contract for any reason. The Contractor shall remove any employee from the performance of this contract within five (5) workdays of receiving notice from the Contracting Officer that the employee's performance is unsatisfactory. All Contractor employees are subject to immediate removal from performance of this contract when they are involved in a violation of the law, VA security, confidentiality requirements and/or other disciplinary reasons. The contractor must inform the VHA COR and Project Manager/Task Manager when personnel are removed from the contract for any reason. If a key person becomes unavailable to complete the SR, the proposed substitutions of key personnel shall be made only if approved by the COR and Project Manager. The contractor shall submit a resume of qualifications to the COR for all direct employees proposed for the project. All Contractor employees will be approved by the COR prior to bringing on duty. The VHA shall not be liable for further payment of any Contractor employee that VHA requires the Contractor to remove from the performance of this contract. VHA's payment liability, for unsuitable Contractor employees, ends five working days after Contractor's receipt of "removal request" for unsatisfactory performance and immediately for any violation of law, VA security, confidentiality requirements and/or other disciplinary action. BASIS OF AWARD OFFEROR S QUALIFICATIONS: Award will be made to the lowest price technically acceptable offer. Technical acceptability will be based upon offeror s submitting sufficient evidence of adequate equipment, personnel and necessary experience to establish responsibility and integrity to meet the requirements of this contract. Any offeror, who does not have adequate experience, personnel and/or equipment, in the opinion of the Contracting Officer, will be rejected. To assist in this determination, offeror is required to furnish the following information: A. Number of years experience performing the type of services indicated in the SOW B. Number of personnel regularly employed on a full-time basis C. Offerors who have not previously provided the same or similar type services at a VA Medical Center or healthcare facility are required to furnish for evaluation purposes, the names, addresses and telephone numbers of three (3) companies for whom exact services have been furnished. Award shall be based on the lowest price technically acceptable basis. Award will be made on the basis of the lowest evaluated price of quotations meeting or exceeding the acceptability standards for all non-cost/price factors. **ALL factors must be rated ACCEPTABLE to be considered for award. 1. Technical Factors: Contractor to submit copies of the documentation listed below in order to be determined responsive. Offeror shall submit a Capabilities Statement Offeror shall submit current Business License Offeror shall submit proof of Liability Insurance Each factor will be scored as Acceptable or Unacceptable as defined below. Each quotation will be evaluated against the SOW and the stated evaluation criteria using the same "Lowest Price Technically Acceptable evaluation standards. Acceptable ALL of the minimum acceptable criteria are clearly met by the proposal. The offeror's proposal meets the technical capability requirements defined in the SOW. NOTE: Once the proposals have been determined to be "technically acceptable," award will based on cost/price only. Unacceptable Not all of the minimum acceptable criteria are met by the proposal. An unacceptable proposal contains one or more deficiencies. Proposal fails to meet specified minimum technical capability requirements defined in the SOW. The following table will be used for each proposal received to score each LPTA factor as to whether it is Acceptable or Unacceptable. Technical Factors Offeror Technically Acceptable Offeror shall submit a Capabilities Statement Offeror shall submit current Business License Offeror shall submit proof of Liability Insurance 2. Relevant Experience/Past Performance: The Relevant Experience/Past Performance evaluation will assess the relative risks associated with offeror s likelihood of success in performing the requirement as indicated by that offeror s record of Relevant Experience/Past Performance. Offeror must provide at least three (3) customers of reference which shall demonstrate relevant past performance. These references shall contain name, address of facility, contact name, phone number, dates of service, and contract number, if applicable. The experience shall be of similar size and scope. Uniform Descriptions (Equivalent Items may be acceptable)(Colors to be determined at award)(Employee numbers will increase and decrease) Environmental Management Service (153 Employees) Men/Women Work Shirt (long and/or short sleeve): (153) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (153) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Engineering Service (96 employee s) Men/Women Work Shirt (long and/or short sleeve): (80) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Fire Retardant Work Shirt: (16) ATPV 8.7: HRC 2 Topstitched button down collar Two chest pockets with flaps NFPA 70 E Compliance Flame Resistant Pant: (16) ATPV 11.2: HRC 2 Full cut tapered fit Inner lined waist band ASTM 1506 Compliant Two back pockets Leg opening fits over work boot 23.8 ATPV Men/Women Work Pant: (80) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Volunteer Services (22 Employees) Men/Women Red Polo Shirts (long and/or short sleeve)(22): Polyester/cotton All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (22) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Logistics Service (12 Employees) Men/Women Work Shirt (long and/or short sleeve): (12) Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (12) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Food and Nutrition (75 Employees) Men/Women Work Shirt: (75) Polyester/cotton (65%/35%), permanent press, 4 ¼ oz. comfort fabric Polyester/cotton (65%/35%) Fully lined collar with sewn stays for crisp appearance All emblems must be embroidered and blend in with the shirt (so that they appear to be direct embroidered) Chest pockets on both sides with buttons through pockets Set in sleeves with continuous sleeve placket Full cut shirts, with extra tall lengths available (longs, 2XL+) Men/Women Work Pant: (75) Polyester/Cotton (65%/35%) Fabric should be lightweight but durable made with increased strength and comfort; breathable fabric Plain front Solid lined waist band Heavy duty zipper Solicitation documents will be available on or about July 20, 2020. All pertinent information regarding this solicitation will be posted on the Contract Opportunities website.