PRESOLICITATION SYNOPSIS SHUTTLE SERVICES DESCRIPTION OF SERVICES: The VHA NCO 17 Duncanville, TX has a requirement for the North Texas Veterans Healthcare System for a contractor to provide state of ... PRESOLICITATION SYNOPSIS SHUTTLE SERVICES DESCRIPTION OF SERVICES: The VHA NCO 17 Duncanville, TX has a requirement for the North Texas Veterans Healthcare System for a contractor to provide state of the art shuttle service transportation services for veteran patients, guests, volunteers and/or employees. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving that. The U.S. Department of Veteran Affairs is planning for multiple shuttle routes for shuttling veteran patients, visitors, volunteers and employees on VA North Texas Health Care Campuses (Dallas, Fort Worth Outpatient Clinic, Bonham). The NAICS code is 485999 - All Other Transit and Ground Passenger Transportation Maintenance. The size standard is $15 Million. The contract type will be a base plus option years firm fixed price contract. The total contract period shall not exceed 5 years. The solicitation will be posted to FedBizOpp website on or about March 29, 2019. This date is subject to change. All vendors must be registered in the System for Award Management database (www.SAM.com) and VetBiz (www.vip.vetbiz.gov) to be eligible for award of a contract. The point of contacts (POCs) for this pre-solicitation notice is Matthew Clements, Contract Specialist @ Matthew.clements2@va.gov and Victoria Rone, Contracting Officer @ Victoria.Rone3@va.gov. Please no phone calls.
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REQUEST FOR INFORMATION MARKET RESEARCH Introduction This Sources Sought is issued solely for information and planning purposes only. This is not an Invitation for Bids, a Request for Quotation, or a ... REQUEST FOR INFORMATION MARKET RESEARCH Introduction This Sources Sought is issued solely for information and planning purposes only. This is not an Invitation for Bids, a Request for Quotation, or a Request for Proposal, nor does it restrict the Government s decision on the ultimate acquisition approach. In accordance with FAR 15.201(e), responses to this notice will not be used as an Offer and cannot be accepted by the Government to form a binding contract. Any contract/order(s) that might be awarded based on information received or derived from this market research will be the outcome of a separate process. The purpose of this Sources Sought is to identify qualified contractors capable of meeting the Department of Veterans Affairs (VA) requirements, to determine if commercial items are available or if commercial items can be modified to meet VA s requirements, to determine the appropriate contract type (i.e., firm fixed-price) that will best support this requirement, to understand commercial pricing practices and garner other market information readily available. Any information provided by a vendor should be non-proprietary in nature. The VA is strongly encouraging all interested parties to attend a two-day information session. The Site Visit scheduled on Wednesday, January 30, 2019 from 9:30am to 11:30am. By offering a Site Visit, VA hopes potential Offerors will gain a better understanding of the requirements and the location where services are to be performed, interested parties are encouraged to inform the VA of your intent to attend the Site Visit by email. Please note that interested parties will not be authorized to use this Site Visit to present or pitch their proposed solution, services, or capabilities to any Government representative, and any attempt to do so will result in a polite request for the person(s) to leave the site. The address of the Site Visit is: North Texas VA Medical Center 4500 South Lancaster Road Dallas, Texas 75216 Points of Contact The point(s) of contact for this Sources Sought and the Site Visit are below; at no point, should an interested party reach out to any other VA employee about this Sources Sought/Site Visit unless explicitly stated. Contracting Officer: Contract Specialist: Name: Victoria Rone Name: Matthew G. Clements Email: Victoria.Rone3@va.gov Email: Matthew.clements2@va.gov Background/Scope VA s North Texas Healthcare System (VANTHCS) is seeking sources that can provide state of the art shuttle service transportation services for Veteran patients, guests, volunteers and/or employees. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving that. The U.S. Department of Veteran Affairs is planning for multiple shuttle routes for the purpose of shuttling Veteran patients, visitors, volunteers and employees on VA North Texas Health Care Campuses (Dallas, Fort Worth Outpatient Clinic, Bonham). Please see the DRAFT Performance Work Statement (PWS) that is included with this Sources Sought for the complete description and scope of the requirements. Submittal Instructions PRIOR TO PARTICIPATING IN THE SITE VISIT: It is requested that all vendors interested in attending a site visit first read the DRAFT PWS in full. After reviewing the DRAFT PWS, the Government requests that parties express their interest in attending a Site Visit by emailing the aforementioned Contract Specialist, copying the Contracting Officer, with an email subject line of: Sources Sought # (36C25719Q0243), Title (Shuttle Service Contract), Interest in Site Visit Interest in Site Visit notices must be received by Monday, January 28, 2019 at 12:00noon Central Standard by email to Matthew G. Clements @ Matthew.clements2@va.gov and Victoria Rone @ Victoria.Rone3@va.gov. The content of this notice should be as follows: The company name, the names of the representatives who will be attending, the business size and socio group (i.e. small, large, SDVOSB), a valid phone number and email. AFTER PARTICIPATING IN THE SITE VISIT: After the Site Visit, interested parties shall provide a brief capability statement (electronic submission) of no more than 10 pages (not including a cover sheet), single-spaced, 12-point font minimum, along with any questions, addressing the effort. In addition to mandatory information noted in the bullets, the vendor shall include in the capability statement any information that clearly demonstrates that the services that would be provided if a solicitation were released meet the Government s requirements. Marketing material that is strictly sales-based or promotional will not be accepted as an indication of capability. The following information must be included in a vendor s capability statement: Company name, address, point of contact, email address, website address, and telephone number. DUNS Number, Business type under North American Industry Classification System (NAICS) and CAGE Code. Business size: small, small disadvantaged, woman-owned, Hub Zone, serviced-disabled veteran-owned small business, large business, etc. GSA Contract Number(s) and Schedule(s) under which the Contract(s) was awarded Point of Contact Name, Phone Number, and Email Address Whether the vendor intends to utilize a subcontractor to perform the services. Please list each potential subcontractor Please state which services will be provided by which proposed subcontractor Please list the socioeconomic status for each potential subcontractor Please provide responses about the DRAFT PWS as part of the capability statement submission via email no later than Wednesday February 06, 2019 @ 8:00am Central Standard Time. This information will be included in the page limit noted above. Your responses should address the following questions: Does the DRAFT PWS provide adequate details to provide a proposal? If not, please indicate which areas of the requirement(s) are unclear. Based on a review of the DRAFT PWS and the participation in the Site Visit, please indicate if your company can provide the services listed (a formal quote/proposal is not being requested at this time). If you have alternative or comparable services, please list and explain in your narrative indicating which service you are explaining. This Sources Sought is issued solely for information and planning purposes only and shall not be considered an Invitation for Bids, Request for Quotations, or a Request for Proposal. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract; there is no obligation on the part of the Government to acquire any products or services described in this SOURCES SOUGHT. Your response to this SOURCES SOUGHT, including the participation in a Site Visit, will be treated only as information for the Government to consider, you are responsible for adequately marking proprietary, restricted or competition sensitive information contained in your response, and all information received in response to this SOURCES SOUGHT that is marked as proprietary will be handled accordingly. All submissions become the property of the Federal Government, and will not be returned. The Government does not intend to pay for the information submitted in response to this Sources Sought nor for any costs or expenses related to the participation in a Site Visit; vendors will not be entitled to payment for direct or indirect costs incurred in responding to this SOURCES SOUGHT or participating in a Site Visit, and respondents are solely responsible for all expenses associated with responding to this SOURCES SOUGHT and participating in a Site Visit. No funds have been authorized, appropriated or received for this SOURCES SOUGHT effort. The information provided may be used by VA in developing its acquisition strategy and SOW. PERFORMANCE WORK STATEMENT OVERVIEW: The contractor shall provide all personnel, vehicles, equipment, supervision, tools to carry out shuttle transportation services. GENERAL INFORMATION: The purpose of this contract is to a state of the art shuttle service transportation services for Veteran patients, guests, volunteers and/or employees within VA North Texas Health Care System. The mission of the VA is to provide quality care for our Veterans, and this service will help in achieving that. The U.S. Department of Veteran Affairs is planning for multiple shuttle routes for the purpose of shuttling Veteran patients, visitors, volunteers and employees on VA North Texas Health Care Campuses (Dallas, Fort Worth Outpatient Clinic, Bonham). ANTICIPATED PERIOD OF PERFORMANCE: The Contractor is to provide all personnel, vehicles, equipment, supervision, etc. to provide shuttle transportation services to VA North Texas Health Care System in accordance with the Performance Work Statement, terms, conditions, provisions, specifications, and schedules of this solicitation. The contract period will consist of a base period with four (4) one-year renewable options at the government s discretion. Base: March 15, 2019 March 14, 2020 Option Year One: March 15, 2020 March 14, 2021 Option Year Two: March 15, 2021 March 14, 2022 Option Year Three: March 15, 2022 March 14, 2023 Option Year Four: March 15, 2023 March 14, 2024 SHUTTLE SERVICES AND HOURS OF PERFORMANCE: Route Name: PATRIOT GARAGE SHUTTLE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 5:30AM 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: LIBERTY PARKING GARAGE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 5:30AM 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: FREEDOM PARKING GARAGE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operate 5:30AM 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: LOT 1 PATIENT PARKING Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- Refer to facility maps Operates 5:30AM 6:00PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: SOUTH SIDE OVER FLOW SHUTTLE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 6:00AM 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12-Passenger Shuttle Route Name: LIBERTY LOOP SHUTTLE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 5:30AM 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: SOUTH SIDE SHUTTLE LOT 20, 22, 21 and FISHER HOUSE Dallas VA Passengers: Veteran patients, guests, volunteers and VA Employees Route refer to facility maps Operates 5:30AM- 6:30PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: FORT WORTH OUTPATIENT CLINIC SHUTTLE - FWOPC Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 6:30AM 5:00PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle Route Name: SRMVC FACILITY SHUTTLE - Bonham VA Passengers: Veteran patients, guests, volunteers and VA Employees Route- refer to facility maps Operates 7:30AM 4:00PM Monday, Tuesday, Wednesday, Thursday, Friday One 12 Passenger Shuttle ADDRESS FOR SHUTTLE LOCATIONS Dallas VA Medical Center 4500 South Lancaster Road Dallas, Texas 75216 Fort Worth VA Outpatient Clinic (FWOPC) 2201 SE Loop 820 Fort Worth, TX 76119 Sam Rayburn Memorial Veterans Center (SRMVC) 1201 E. 9th St. Bonham, TX 75418 NATIONAL HOLIDAYS: Listed below are the ten national holidays: New Year s Day January 1 Martin Luther King s Birthday Third Monday in January President s Day Third Monday in February Memorial Day Last Monday in May Independence Day July 4 Labor Day First Monday in September Columbus Day Second Monday in October Veterans Day November 11 Thanksgiving Day Fourth Thursday in November Christmas Day December 25 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. SPECIAL EVENTS: The Contractor shall be notified in advance of any special events which might cause an increase in the utilization of the shuttles with patients, patrons, or visitors to the Medical Center. Contractors shall be required to adjust the level of needs to accommodate. PERFORMANCE AND NOTIFICATION: Contractor shall provide shuttle services utilizing vehicles capable of transporting safely and comfortably, per the hours stated under section 2.1 excluding all Federal Holidays. When transporting all passengers, contractor shall be in accordance with VHA DIRECTIVES. 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, 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. Contractor Personnel Roster: Within seven (7) days after contract award the contractor shall provide the following employee information: 1. Name 2. Position 3. Title, and 4. Work assignment area Thereafter, any personnel changes shall be submitted prior to any changes occur and only after approval of the Contracting Officer. CONTRACTOR PERSONNEL QUALIFICATIONS: Contractor employees shall conduct themselves in a business-like manner at all times while on VA premises. Contractor shall furnish an identifying badge with name, function, and name of Contractor and a photograph of the employee. Contractor personnel will wear an appropriate and professional uniform. Appropriate and professional is defined as practical, clean and neat at all times. Undergarment should not be visible through or show outside of outer clothing. Shoes should be closed-toe and allow employee to respond to any type emergency. Hair should be neatly arranged. It is the contractor s responsibility to foster confidence and trust in patients, visitors, and employees through professional behavior and appearance. Contractor personnel performing contract services shall meet at all times the qualifications specified in this contract, as well as any qualifications required by Federal, State, County and local government entities from the place in which they operate. 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. 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. Contractor shall be required to wear uniforms that look professional, neat and clean in appearance and should all match to clearly identify them as a shuttle driver. Will require to review/approve uniform to ensure it meets expectations. Shuttle drivers will be required to assist patrons with the removal of walkers, canes or personal medical equipment on and off the shuttles if needed. Shuttle drivers are required to have knowledge and training of the shuttle lifts to assist handicap patrons on and off the shuttles. SHUTTLE TRANSPORTATION DRIVER: Contractor shall be responsible for using appropriate driver screening and selection criteria when employing drivers. Appropriate driver screening is defined as license criteria to operate appropriate vehicles and positive driving history. Such screening shall include but not limited to testing drivers for prohibited drug use and alcohol misuse; a criminal background check, to the maximum extent permitted by state law. Drivers shall have a valid operator's license in accordance with Federal, State and local government requirements for their place of operation for the services they perform. Prior to the commencement of services under this contract, the Contractor is responsible for providing the CO with verification that drivers shall have the following before they provide any services related to this contract: Health examinations including annual TB skin test result; Either received the Hepatitis B vaccine series, or is immune as a result of acquired infection, or have been offered and refused the vaccinations; Received measles-mumps-rubella (MMR) vaccine. Combined vaccine (MMR) is the vaccine of choice if individuals are likely to be susceptible to more than one of the three diseases and is required for all persons born after 1956; A negative PPD within the last six months, or if a known reactor, a negative chest X-ray upon hire; A history of varicella (chicken pox) or, if unknown, results of a varicella antibody test. If non-immune, must be vaccinated with varivax (chicken pox); Received training in Universal Precautions and Blood Borne Pathogens, Hazardous Material Management, and Life Safety Management (fire preparedness); Drivers should be in good health and not sick from any respiratory or gastrointestinal illness while transporting patients. Drivers shall not have a fever or flu like symptoms while transporting patients. All drivers transporting shall receive initial basic safe driver training and annual refresher to include defensive driving techniques, use of safety belts, transporting wheelchair patients safely and properly, safety and emergency response procedures. Training for drivers operating patient shuttles from the DOT, National Highway Traffic Safety Administration. CONTRACTOR EQUIPMENT, VEHICLES AND INSPECTION: The VA reserves the right to inspect contractor's equipment and vehicles or require documentation of compliance with contract specifications, and State laws, rules, regulations and guidelines governing transportation vehicles. VA inspections of contractor equipment will not constitute a warranty that the contractor's vehicles and equipment are properly maintained. The VA reserves the right to restrict the Contractor's use of equipment and vehicles that are not in compliance with contract requirements. The restriction of such equipment and vehicles shall not relieve the contractor from performing in accordance with the strict intent and meaning of the contract and without additional cost to the VA. Vehicles shall meet all current applicable Federal, State and local specifications and regulations including, but not limited to, licensing, registration, and safety standards. Vehicles shall be clean and maintained in good repair in accordance with manufacturer's instructions and specifications, at all times during the performance of this contract. The contractor shall not be permitted to borrow equipment from the Medical facilities. Contractor shall at no time and under any circumstances exchange equipment with VA. The contractor shall provide 12 passenger shuttle buses plus 2 wheelchair spots with wheelchair lift. CONTRACTOR PERFORMANCE AND NOTIFICATION: In the event, the Contractor is unable to perform services or have services performed as required, the Contractor shall immediately notify the VA COR manger and provide a justification for non-performance. The VA will re-procure services that cannot be performed by the Contractor. The Contractor shall indemnify the VA for excess re-procurement cost, which may result from the Contractor's inability to perform the required service or for non-response during off business hours. Payment of re-procurement costs shall not relieve the Contractor from any other provision in this contract. The VA will be the sole judge in determining when services will be re-procured. The failure of the Contractor to perform services within the required time frames and in accordance with terms and conditions may result in termination of the contract. The Contractor will be notified who will be the COR, prior to commencement of contract. Contractor shall provide shuttle services utilizing vehicles capable of transporting safely and comfortably, per the hours stated under section 1.1, excluding all Holidays observed by the Federal Government. When transporting all passengers, contractor shall be in accordance with VHA DIRECTIVE 2008-020. Electronic Transmissions: The Contractor shall utilize email at all times to communicate patient incidents, requests for services, special correspondence, etc. to the VA. Within seven days after contract award the contractor shall provide its Contractor-Personnel Roster to the COR containing the following employee information: Name, Position, Title, and Work assignment area. Thereafter, any personnel changes shall be submitted to the COR to verify the persons driver s licenses, credentials and medical fitness prior to the transportation of patients. Contractor shall be provided with the name and contact information of the COR and Transportation Manager prior to commencement of contract. Contractor shall be required to wear uniforms that look professional, neat and clean in appearance and should all match to clearly identify them as a shuttle driver. Will require to review/approve uniform to ensure it meets expectations. Shuttle drivers will be required to assist patrons with the removal of walkers, canes or personal medical equipment on and off the shuttles if needed. Shuttle drivers are required to have knowledge and training of the shuttle lifts to assist handicap patrons on and off the shuttles. PATIENT RIGHTS: The contractor will not smoke while transporting patients. The Contractor shall immediately notify the VA of any incidents involving injury to VA patients during transport. 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 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 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. CONTRACTOR'S RESPONSIBILITIES AND INSURANCE REQUIREMENTS: The Contractor shall obtain all necessary licenses and/or permits required to perform this work. Necessary licenses and permits required. The Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract. The Contractor shall be responsible for any injury to himself, his employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his or her employees' fault or negligence. The Contractor shall maintain personal and automobile liability, and property damage insurance, as prescribed by the laws. Evidence of coverage is required before commencing work under this contract (copy of Certificate of Insurance), and it may not be changed or cancelled without thirty calendar days prior written notice to the COR. SAFETY REQUIREMENTS: In 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 non-compliance and the action to be taken. The Contractor shall, after receipt of such notice, immediately correct 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. 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 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 of all vehicle maintenance, cleaning and repairs performed on vehicles used in the performance of this contract. Institute methods to identify and prevent vehicle breakdowns, and detailed procedure for alternative transportation of patients in the event of mechanical breakdown of vehicle. 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 complaints, peak hours, shuttle usage or concerns to COR weekly/monthly reports. CONTRACTOR FURNISHED EQUIPMENT AND SUPPLIES: The Contractor shall furnish all the necessary resources, equipment and supplies to include at a minimum (9) nine vehicles: Contractor Vehicles, with appropriate signage on shuttle buses that easily show the shuttle route name visible from front, side and back. Vehicles shall contain at a minimum, the following: Side and rear loading doors shall be operational from both inside and outside vehicle. Steps shall be treated with non-skid material. Vehicle shall have safety belts for all occupants. Vehicle shall have heating, air conditioning and adjustable temperature controls. ABC rated fire extinguished with fire extinguisher tag showing record of inspections. Vehicle shall contain a First Aid Kit with a minimum of the following: band-aids, gauze, elastic bandages, sterile gauze pads, triangular bandages, cleansing wipes, tape, scissors, eye pads, and ammonia inhalants. All items shall be packed in sterile containers. Vehicle shall have on board supplies to provide infection control precaution procedures. A two-way radio or cellular phones that shall be fully operational at all times during contract performance. Provide GPS software for shuttles (such as Ride Systems, that provide real time GPS tracking of shuttles) Allows Veterans, visitors, employees and volunteers to view real time pick up information on phone apps and computers) Showing transparency of pick up times and route information to the consumer in real time. System to capture workload and peak times. Provide tracking system for shuttles to capture workload, peak times and stats on waiting times for pickups and drop offs for patient experience. Provide cameras on shuttles to monitor accidents and safety concerns such as SmartDrive that features a camera/recording system to capture accidents and behavior issues. VA PASSENGER RIGHTS: The contractor shall be courteous to Veterans, guests, staff, etc. and shall not smoke while transporting them. The Contractor shall immediately notify the VA of any incidents involving injury to VA beneficiaries during transport. The Contractor shall promptly complete and submit to the COR and the Contracting Officer, an Incident Report with all information felt to be necessary for any full review. The Contractor shall notify the COR, in writing within 24 hours, of any complaints made by Veterans, guests, staff, etc. with regards to transportation services. The Contractor may provide recommendations for improved services along with the 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. The Contractor shall assist the Veterans, guests, staff, etc. from the departure point to the vehicle and to their destination point.
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