Inactive Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14)

General Information Document Type: Combined Solicitation/Synopsis Solicitation Number: 36C25920Q0461 Posted Date: August 18, 2020 Current Response Date: August 31, 2020 Product or Service Code: R602 C... General Information Document Type: Combined Solicitation/Synopsis Solicitation Number: 36C25920Q0461 Posted Date: August 18, 2020 Current Response Date: August 31, 2020 Product or Service Code: R602 Courier and Messenger Services Set Aside: Service-Disabled Veteran Owned Small Business NAICS Code: 492110 Couriers and Express Delivery Services Contracting Office Address RPO West, Network Contracting Office 19 (NCO 19) Rocky Mountain Acquisition Center Department of Veterans Affairs 6162 South Willow Drive, Suite 300 Greenwood Village, CO 80111 Places of Performance Rocky Mountain Regional VA medical center and outlying Denver metro VA clinics. Performance Period The period of performance for the Courier Services Firm Fixed-Price Contract will be for a base year (12 months) followed by four (4) one-year (12 months) Government option periods. Description This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Federal Acquisition Regulation (FAR) subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Items, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotations are being requested, and a written solicitation document will not be issued. This solicitation is a request for quotations (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular FAC 2020-08 08/13/2020. The associated North American Industrial Classification System (NAICS) code for this procurement is 492110- Couriers and Express Delivery Services, with a small business size standard of 1,500 Employees. The Network Contracting Office 19 (NCO 19) is seeking to purchase Courier Services. The purpose of this acquisition is to provide Rocky Mountain Regional VA Medical Center (RMRVAMC) with the services listed in the Statement of Work. To receive credit as an SDVOSB or VOSB, a firm must be registered in VetBiz.gov Vendor Information Pages (http://www.VetBiz.gov). All vendors, regardless of size, must have a current registration in the System for Award Management (SAM) www.SAM.gov All interested companies shall provide quotation for the following: COURIER SERVICES Base Year September 27, 2020 through September 26, 2021 CLIN DESCRIPTION QUANTITY UNIT UNIT COST TOTAL COST 0001 SCHEDULED, DAILY MON-FRI COURIER SERVICE FROM EACH CLINIC BACK TO THE SLCVAMC; TRIPS LISTED IN THE STATEMENT OF WORK. 12 month $ $ Estimated Quantity Unit Unit Cost Estimated total Cost 0002 UNSCHEDULED COURIER RUNS WITHIN 30 MILES OF RMRVAMC. THESE SERVICES 24 HOURS/DAY, SEVEN DAYS/WEEK, INCLUDING HOLIDAYS AND WEEKENDS. 1,980 each $ $ Total Estimated Cost of the Base Year $ COURIER SERVICES Option Year 1 September 27, 2021 through September 26, 2022 CLIN DESCRIPTION QUANTITY UNIT UNIT COST TOTAL COST 1001 SCHEDULED, DAILY MON-FRI COURIER SERVICE FROM EACH CLINIC BACK TO THE SLCVAMC; TRIPS LISTED IN THE STATEMENT OF WORK. 12 month $ $ Estimated Quantity Unit Unit Cost Estimated total Cost 1002 UNSCHEDULED COURIER RUNS WITHIN 30 MILES OF RMRVAMC. THESE SERVICES 24 HOURS/DAY, SEVEN DAYS/WEEK, INCLUDING HOLIDAYS AND WEEKENDS. 1,980 each $ $ Total Estimated Cost of the Option Year 1 $ COURIER SERVICES Option Year 2 September 27, 2022 through September 26, 2023 CLIN DESCRIPTION QUANTITY UNIT UNIT COST TOTAL COST 2001 SCHEDULED, DAILY MON-FRI COURIER SERVICE WITHIN THE SALT LAKE CITY AREA TO AND FROM THE VA MEDICAL CENTER: TRIPS LISTED IN THE STATEMENT OF WORK. 12 month $ $ Estimated Quantity Unit Unit Cost Estimated total Cost 2002 UNSCHEDULED COURIER RUNS WITHIN 30 MILES OF RMRVAMC. THESE SERVICES 24 HOURS/DAY, SEVEN DAYS/WEEK, INCLUDING HOLIDAYS AND WEEKENDS. 1,980 each $ $ Total Estimated Cost of the Option Year 2 $ COURIER SERVICES Option Year 3 - September 27, 2023 through September 26, 2024 CLIN DESCRIPTION QUANTITY UNIT UNIT COST TOTAL COST 3001 SCHEDULED, DAILY MON-FRI COURIER SERVICE FROM EACH CLINIC BACK TO THE SLCVAMC; TRIPS LISTED IN THE STATEMENT OF WORK. 12 month $ $ Estimated Quantity Unit Unit Cost Estimated total Cost 3002 UNSCHEDULED COURIER RUNS WITHIN 30 MILES OF RMRVAMC. THESE SERVICES 24 HOURS/DAY, SEVEN DAYS/WEEK, INCLUDING HOLIDAYS AND WEEKENDS. 1,980 each $ $ Total Estimated Cost of the Option Year 3 $ COURIER SERVICES Option Year 4 - September 27, 2024 through September 26, 2025 CLIN DESCRIPTION QUANTITY UNIT UNIT COST TOTAL COST 4001 SCHEDULED, DAILY MON-FRI COURIER SERVICE FROM EACH CLINIC BACK TO THE SLCVAMC; TRIPS LISTED IN THE STATEMENT OF WORK. 12 month $ $ Estimated Quantity Unit Unit Cost Estimated total Cost 4002 UNSCHEDULED COURIER RUNS WITHIN 30 MILES OF RMRVAMC. THESE SERVICES 24 HOURS/DAY, SEVEN DAYS/WEEK, INCLUDING HOLIDAYS AND WEEKENDS. 1,980 each $ $ Total Estimated Cost of the Option Year 4 $ Total Estimated Cost of Base Year and All Option Years $ STATEMENT OF WORK Rocky Mountain Regional VAMC Courier Services SCOPE OF WORK: The contractor shall provide all necessary labor, supervision and equipment/vehicles for scheduled and unscheduled transport of medical substances/items, and clinical/office supplies from the VA Eastern Colorado Health Care System (ECHCS) in Aurora, CO and delivery to neighboring medical hospitals and clinics within a 30-mile radius. Services shall be provided 365 days a year including weekends and federal holidays. LOCATIONS: Courier services shall be provided to and from ECHCS which includes the main Rocky Mountain Regional VA medical Center (RMRVAMC) and outlying Denver metro VA clinics and, to and from, neighboring medical centers and clinics within the Denver Metro area. All pickup and delivery locations are within a 30-mile radius. Please reference section E for the pick-up times and locations. All pick-up from the local clinics in the area shall be delivered to the to the Rocky Mountain Regional VA Medical Center. VA Medical Center Pick-up/Delivery Departments and Point of Contacts: Address: 1700 North Wheeling Street, Aurora, CO, 80045 Ambulatory Care Austin Garza Administrative Officer 303-653-4674 Austin.Garza@va.gov Shabnam Showell, MD Service Chief 720-723-6272 Shabnam.Showell@va.gov Imaging Services Jul-Trenton Tomas Administrative Officer (720) 723-4788 Jul-Trenton.Tomas@va.gov Michael Stone, MD Service Chief 720-723-4791 Michael.Stone7@va.gov Laboratory Services Sharon West Lab Manager 720-723-4592 Sharon.West@va.gov Tania Urenda COR 720-857-5752 Tania.Urenda@va.gov Pharmacy Services David Cassidy Procurement & Automation Pharmacy Program Manager 720-723-6604 david.cassidy4@va.gov Nelida Nellie Flores Service Chief (720) 723-6656 Nelida.Flores@va.gov Surgical Services Mary Ellen Winkler Administrative Officer, Surgical Services (720) 723-6464 MaryEllen.Winkler@va.gov Raj Bolson Asst Chief, Surgery (720) 723-3568 Rajshri.Bolson@va.gov Mental Health Jennifer Fehr Administrative Officer (720) 723-7319 jennifer.fehr@va.gov Don Daniels Staff Assistant (720) 723-7325 ECHCS VA Clinics Jewell Clinic 14400 E. Jewell Ave, Aurora, CO 80012 (Does not need regular courier services) Aurora Outpatient Clinic 13701 E. Mississippi Ave., Gateway Medical Bldg. #200, Aurora, CO 80012 Denver Outpatient Clinic- 4545 East 9th Avenue, Suite 010, Room 122, Denver, CO, 80220 Valor Point Domiciliary/PTSD clinic 7350 W. Eastman Place, Lakewood, CO 80227-5006 Denver Vet Center 7465 E. 1st Avenue Suite B, Denver, CO 80230 Golden Outpatient Clinic 1020 Johnson Road, Golden, CO 80401 Neighboring Metro Denver Hospitals and Clinics Vitalant Blood Center 717 Yosemite St, Denver, CO 80230 University of Colorado Health Sciences Center (UCHCS) 12605 E. 16th Ave, Aurora, CO 80045 Denver Health Medical Center 777 Bannock St. Denver, CO 80204 Colorado State Department of Health 8100 Lowry, Denver, CO 80230 National Jewish Hospital 1400 Jackson St, Denver, CO 80206 Rose Medical Center 4567 E. 9th Ave, Denver, CO 80220 Children s Hospital 13123 E. 16th Ave, B120 Lower Level, Aurora, CO 80045 Denver Probate Court Mental Health Division 1437 Bannock St, City and County of Denver, Room 230, Denver, CO 80202 (SIGNATURE FOR DELIVERY REQUIRED) TYPES OF TRANSPORT: Scheduled: Contractor shall pickup and deliver items in accordance with a determined weekly schedule. The pick-up locations and times are listed in section E. Pick-up and delivery of items shall be within 30 minutes of scheduled time. Unscheduled Courier Runs within 30 miles (majority within a 5-mile radius) of RMRVAMC: STAT samples that need to be sent for reference testing will need to be picked up from RMRVAMC and dropped off at reference neighboring metro Denver hospitals and clinics. Requirements of blood products from Vitalant will require pick up from Vitalant to be dropped off at RMRVAMC. Other possible examples of unscheduled runs include reagent transport from RMRVAMC to another facility (or vice versa), COVID sample pick up from VA clinic, or the pickup of dry ice to transport frozen samples. Contractor shall pick up items within 30 minutes of notification by ECHCS staff. Delivery must be made directly from the pick-up location to the delivery point to be completed within 1 (one) hour. Courier must be available to provide these services 24 hours/day, seven days/week, including holidays and weekends. Contact will be initiated by a phone call from one of the VA facilities to coordinate pick-up and delivery runs. DESCRIPTION OF ITEMS Items that may be transported include, but are not limited to: Medical Substances/Items: Blood Products Blood Specimens Reagents Medications Clinic/Office Supplies: Paper Pens Specimen Containers Medical Instruments (i.e. syringes) Medical Kits (i.e. suture removal kits) Linen Medical Records SCHEDULED PICKUPS AND DELIVERY Aurora Outpatient Clinic Address: 13701 E. Mississippi Avenue, Aurora, CO 80012 Hours of operation: 0700-1630 Two Pick-Up times: 12:00-12:30pm & 3:30-4:00pm, Daily, Monday through Friday Arrival Contact Instructions: Keypad code: 1-3-7-9, go to 2nd floor, Lab Room number 245 Sign clipboard for sign-in for confirmation of pick-up & time (must be followed) Contact name for emergencies/notifications: Paula Cotham, Nurse Manager at 303-398-6341 or paula.cotham@va.gov Alternate: Minnie Blanton, HCT at Minnie.blanton@va.gov Denver CBOC Address: 4545 East 9th Ave suite 010- room 122, Denver, CO 80220 Hours of operation: 0730-1600 Two Pick-Up times: 11:30-12pm & 4:30-5pm, Daily, Monday through Friday Arrival Contact Instructions: Room # 110 A-B Contact name for emergencies/notifications: Cindy at 720-800-6100 For Emergencies: Karen Houseman, Nurse Manager at 720-857-5394 or Karen.Houseman@va.gov Golden CBOC Address: 1020 Johnson Road, Golden, CO 80401 Hours of operation: 0700-1730 Two Pick-Up times: 11:30-12:00am & 3:30 4:00pm, Daily (later is a possibility in the future up to 5:30pm), Monday through Friday Arrival Contact Instructions: Cypher lock door code would be given to courier or courier could knock on door for entry. Specimens are carried in a zippered, rolling-insulated bag. Contact name for emergencies/notifications: Greg Kopp, Nurse Manager at 720-723-5046 or Gregory.kopp@va.gov Rocky Mountain VA Medical Center Address: 1700 N. Wheeling St, Aurora, CO 80045 Hours of operation: 24/7 Pick-Up/Drop-off times: Varies, must be available 24/7 Arrival Contact Instructions: Regular couriers can gain access to doors through VA badging process. For drop offs/pickups, couriers are allowed to park temporarily at the South Entrance. Lab Services is located on the 2nd floor of building D, room D2-234. There is a doorbell or access to the lab through badge. Lab Contact name for emergencies/notifications: Accession desk in lab at 720-723-4567 or 720-723-4561 Blood Bank at 720-723-4581 Surgical Services is located on the 1st floor to the left after entering, Surgical Hallway, Room 1205, code to door will be given to courier Surgical contact for emergencies/notifications: Mary Ellen Winkler at 720-723-6464 Ambulatory (Primary) Care is located on the 2nd floor of building G Ambulatory contact for emergencies/notification: Austin Garza at 303-653-4674 Pharmacy Services pickup/drop off is the inpatient door located in the service level (basement). Once on the service floor, head north to Pharmacy Receiving sign (FS-100). Ring doorbell. If no answer (after hours): Continue north past pharmacy sign and turn right at Building F-DAT North (immediately before nutrition and food cage). Continue to Inpatient Pharmacy sign (FS-123). Ring doorbell. Valor Point Domiciliary a. Address: 7350 W. Eastman Place, Lakewood, CO 80227-5006 b. Hours of operation: 24/7 c. One Pick-Up: 3:00-6:00pm, Monday, Wednesday, and Fridays d. Arrival Contact Instructions: Ring front doorbell to be let in, pick up at front desk e. Contact name for emergencies/notifications: Nursing Station at 720-376-6100 (24/7) Shannon Luckinbill at Shannon.Luckinbill@va.gov Keith Walker at Keith.Walker6@va.gov PACKAGING All items to be transported will be packaged by the VA in accordance with hazardous shipping requirements prior to courier pick-up. Packages will vary in size and weight from <1 to 50 pounds. All required packaging will be accomplished by VA staff in compliance with any applicable hazardous shipping requirements prior to pick up. The contractor s employees shall be responsible for reporting any broken or malfunctioning equipment to the VA point of contact. All damage to transport coolers will be documented and the contractor shall be held accountable for negligent handling of government property. Damage caused by VA employees will not be the responsibility of the contractor. TRANSPORT All etiologic samples must be transported in accordance with all Federal, State and local regulations. Also, contract driver must submit evidence of annual training on the OSHA Blood Borne Pathogens Standard 29 CFR 1910.1030. Blood specimens - to be transported in a secured container suitable for blood and laboratory sample transportation in accordance with DOT regulations, temperature requirements (room temperature, refrigerated and frozen) and in accordance with HIPAA privacy requirements. CONTRACTOR COMPLIANCE: Insurance The Contractor shall meet all requirements of Federal, State and City code regarding operations of this type of business. The contractor shall be responsible for protecting the personnel furnishing the services under this contract. To carry out this responsibility, the contractor shall provide the following for these personnel, as a minimum: workers compensation, income tax withholding and social security payments. The parties agree that contractor personnel shall not be considered VA employees for any purpose and shall be considered employees of the contractor. Contractor must possess at least the minimum amount of liability insurance for operation of courier services within the State of Colorado. Contractor shall meet all requirements of Federal, State or City codes regarding operations of this type of service. It is expected contractor shall be capable of providing services to and from all sites listed Contractor shall have a letter in duplicate fully describing the make of vehicles, model an year which he/she agrees to furnish under this proposal including the location and telephone numbers of his/her establishment where calls are received, and vehicles are immediately available for dispatch. The right is reserved to thoroughly inspect and investigate the establishment, facilities, business reputation and other qualifications of any bidder and to reject any bid, irrespective of price, that shall be administratively determined lacking in any of the essentials necessary to assure acceptable standards of performance. The contractor shall maintain written documentation that issues related to transport of bio-hazardous materials have been addressed and keep a copy of the written documentation at contractor s site. The Contractor shall ensure that all employees complete the mandatory training required to provide this courier services. Upon request, the contractor shall provide written documentation that the courier driver has received the training. Contractor shall provide proof that Hepatitis B vaccine has been offered to employees in accordance with the OSHA Blood Borne Pathogens Standard, 29 CFR 1910.1030. All drivers shall have attained legal age (the age of 21 years). Drivers shall be licensed in accordance with the federal, state and local transportation authorities, to include any special licensure/permission required for the transporting of medical specimens and must provide the COR copies of this documentation. Driver shall not make non-emergent stops, for any reason, during the transport of items under this contract. Employee Clothing and Identification: All contractor delivery personnel shall wear distinctive clothing or badges bearing the contractor s company name. All drivers shall be easily recognized as contractor employees by wearing appropriate identification which identifies them by name, title and job performed. Contractor Personnel: Contractor is completely responsible for all actions of their employees. All contractor personnel employed in the performance of this contract shall comply with all Veterans Administration (VA) building regulations, policies, and guidelines while on the premises. Contractor personnel shall be free of body odor and wear clean uniform while performing duties under this contract. Contractor shall consider the clinical environment and instruct/train personnel in applicable safety precautions and special requirements. These requirements may include but are not limited to such conditions as human secretions, blood, barium, etc. Contractor personnel shall take appropriate precautions while performing duties applicable to this contract. Vehicle: Vehicles used in the performance of this contract shall be licensed and meet all minimum vehicle requirements as mandated by the Department of Transportation (DOT), to include Insurance. Liability Worker s and Employer s Liability: Contractor shall comply with applicable Federal and State workers compensation and occupational-disease status. If occupational diseases are not compensable under those statutes, they shall be covered under the employer s liability section of the insurance. Certifications of Insurance shall be received before state work. Limitations: Under no circumstances shall any person other than the driver or another employee of the contracting agency ride in the vehicle or handle items being transported. Security: While on VA grounds, contractor shall secure vehicles when left unattended. If vehicle must be left unattended with motor running, a second set of keys will be necessary, so that vehicle can be securely locked. This contract is subject to the wage determination as set forth by the Department of Labor, and the applicable wage determination is included as an Attachment. Contractor personnel providing courier services must have attended hazardous materials transport training according to the most current DOT Regulations and completed HIPAA compliant privacy training with documentation furnished to the VA upon request. Contractor will be required to sign a Business Associate Agreement (BAA) in accordance with HIPAA requirements. QUALITY / PERFORMANCE MEASURES If the contractor fails to furnish the required services within the time frames established, the Department of Veterans Affairs reserves the right to obtain the service from another source and to charge the contractor with any excess cost. Acceptable delays: Severe weather as evidenced by severe weather warnings by the National Weather Service along regular delivery route and school or public event cancellations of postponement within 5 miles of regular delivery route are excusable delays. CONTRACTOR S DUTIES AND RESPONSIBILITIES The contractor's responsibility for the safekeeping of shipments shall commence when the contractor has received the same and a receipt acknowledged and shall terminate when delivery is completed. A record of all deliveries and pickups will be maintained through log sheets provided at each location. Contractor will provide COR/designee with a listing of names and identification of authorized messengers. The contractor shall be liable for the loss of shipments delivered into its possession if they should fail to deliver shipments in the same condition as when delivered to and receipted for by the contactor. Acknowledgement by VA staff at the delivery location shall be conclusive evidence that supplement was received safely and securely. Liability Insurance: It is understood and agreed that contractor must be a courier company with a state license and carry a minimum of $1,000,000 liability insurance. All couriers transporting specimens under this contract must have means of communication while traveling. Any delays in any delivery is to be reported directly to the COR/designee. All efforts shall be taken so that no items shall be kept in the possession of the contractor overnight. If it is determined that items will need to be in the contractor s possession overnight, the contractor shall provide to the Contracting Officer and COR/designee the reasons for keeping the items, exact location where items will be stored and a description of the location of storage. All items will be picked up from and delivered to the courier room located at the RMRVAMC. The location of this room is subject to change for the benefit of the RMRVAMC. The contractor shall provide a fixed rate for all costs of the courier service, which costs shall be inclusive and include the vehicle, driver, mileage, time, weight, and other reasonable costs associated with courier services needed to perform the services described in this contract. Each vehicle used in the performance of this contract shall be adequately stocked with at least one up-to-date complete SPILL KIT for a bio-hazard cleanup in case of leakage or accidental discharge from controlled containers. The contractor shall ensure that the vehicle (small transport van or equivalent) used will be large enough to carry the entire shipment to or from the RMRVAMC and the supported locations. Recommend a minimum of 100 cubic ft The contractor shall ensure the confidentiality of all patient information and records being transported and will be held liable in the event of a breach of confidentiality. The contractor shall comply with the provisions of the Federal Privacy Act of 1974 (Public Law 93-579). The contractor shall maintain their motor carrier permit, hazardous material license number, certificate of training of couriers (employers), State of Utah driver s licenses, vehicle insurance, and registration. The Service Contract Labor Standards do apply to this contract. The current Department of Labor Wage Determinations for this requirement are attached. Employees performing under this contract must be paid at least the pay and fringe benefits described therein. Training: Contractor s couriers transporting lab specimens must be trained in Universal Precautions in the handling of biohazard materials (specimens). Training must include using clinical procedures in case of biohazard spills and accidents. Proof of training shall be provided after award of the contract and updated annually thereafter with proof of training provided to COR/designee at the exercise of any option year. Drivers: All drivers must maintain a valid driver s license for the type of vehicle operated as required by the State of Colorado. A record of each driver as to character and physical capabilities of performing the duties as a courier must be maintained and made available to the Contracting Officer and COR/designee or for inspection upon request and shall be updated as personnel changes. The contract manager, drivers and alternates, must be able to read, write, speak and understand English. The name of this person, and an alternate, or alternates, who shall act for the contractor when the manager is absent, shall be designated in writing to the Contracting Officer and COR/designee. An updated listing will be provided as changes in personnel occur. The contractor s personnel shall present a neat appearance and be easily recognized as a contract employee. The contractors employee shall wear an identification tag that includes the company s name/logo and employee name and photograph. Contractor s vehicle shall have the company name/logo prominently displayed. The contractor shall direct all questions and problems regarding this contract, to the Contracting Officer. The Contracting Officer is the sole authority to amend the terms and conditions of this requirement. All changes will be issued via amendment and/or modifications in writing from the Contracting Officer to the contractor. The Contracting Officer and COR/designee shall be notified at the earliest time available, but no later than the next business day of Contractor s knowledge of any conditions which may adversely affect the Contractor s ability to perform under the terms and conditions as stated in the specifications of this requirement. For example, union strikes, vehicle problems, licenses, or anything that might jeopardize the terms and conditions of this contract should be reported to the Contracting Officer. Should any items be lost, damaged or broken, the contractor shall be required to submit a written report to the Contracting Officer within twenty-four (24) hours explaining the circumstances. Failure to provide the report with the specific time frame will cause further review by the Government to determine if the infraction warrants suspension/termination of the contract. The contractor shall be required to maintain a record log of courier pickups and deliveries, indicating time and date of pickups, number and description of items from each location, along with signatures. This information will be duplicated on the Contractor s invoice. If the contractor s proposal includes an electronic/facsimile/automated system of courier tracking, it must also demonstrate how the record log can be accessed when needed. There may be an occasion where the exact time of delivery and name of the person receiving the item is imperative for an investigation into patient services. The contractor shall provide any such information upon request by the Contracting Officer or COR/designee. QUALITY CONTROL The contractor shall develop and maintain a quality control program that ensures courier services are performed in accordance with these specifications. The contractor shall develop and implement procedures to track, identify, prevent, remedy and ensure non-recurrence of defective services. The contractor shall provide a method to accept and resolve customer complaints and notify the customer of the resolution. The contractor shall immediately notify the Contracting Officer upon receipt of a customer complaint so joint validation may be accomplished. The contractor is responsible for quality control and specification compliance. QUALITY ASSURANCE The Government will evaluate the contractor s performance using customer complaint, periodic on-site inspection, and may, at the Government s discretion, inspect each task to verify conformance and acceptance prior to payment. QUALITY ASSURANCE SURVEILLANCE PLAN The Government will periodically evaluate the contractor s performance in accordance with the following Quality Assurance Surveillance Plan. Performance Objective Performance Threshold Basic Courier Services 2 reported customer complaints/month Timeliness 2 reported customer complaints/month Conditions of transported items 2 reported customer complaints/month SURVEILLANCE The COR/designee will receive complaints from personnel at the parent facility and Primary Care VA Clinics within the RMRVAMC and pass them to the Contracting Officer for correction. STANDARD The standard is overall two or less customer complaints per month in each area. The COR/designee shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items or the appropriate Inspection of Services clause, if any of the above service areas exceed two customer complaints. PROCEDURES Any VA employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR/designee and the COR/designee will complete appropriate documentation to record the complaint. The COR/designee will consider the customer complaint valid upon receipt from the customer. The COR/designee should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR/designee if not corrected. The Contractor will be given two hours after verbal notification to address the unacceptable performance. If the Contractor disagrees with the complaint after investigation and challenges the validity of the complaint, the Contractor will notify the COR/designee. The COR/designee will investigate to determine the validity of the complaint. If the COR/designee determines the complaint as invalid, COR/designee will document the written complaint of the findings and notify the customer. The COR/designee will retain documentation for their files. If after investigation the COR/designee determines the complaint as valid, the COR/designee will inform the Contracting Officer. PROVISIONS FOR DEFECTIVE SERVICE If the contractor fails to provide acceptable service to the RMRVAMC, the following penalties may be instituted. Not implementing a penalty does not prohibit the RMRVAMC from future implementation. 1) Failure to pick up or deliver to one of the VA clinics: deduction of the allocated price per clinic stop. 2) Failure to take all items from RMRVAMC that are slated for transportation to the VA clinics: $10/box/day that the items are left. 3) Late pick up or delivery to one of the VA clinics not associated with weather: deduction of $50 per hour for staff to stay and wait for said pickup and delivery. 4) Damage done to any items placed for delivery and pick up: deduction of the allocated price per clinic stop and cost of replacement of the item. The RMRVAMC reserves the right to thoroughly inspect and investigate the contractor s vehicles, facilities, business reputation and other qualifications of any offeror and to reject any offer irrespective of price if it shall be administratively determined lacking in any of the essentials necessary to assure acceptable standard of performance. INVOICE Contractor shall submit an invoice to Austin Payment Center via electronic submission through Tungsten. Invoices must include: Name and address of contractor Invoice date and number Contract number and current fiscal year purchase order number Date, description and location where items delivered Terms of any discount for prompt payment offered Name, title and phone number of person(s) to notify in event of defective invoice, and Taxpayer Identification Number (TIN) Electronic Funds Transfer (EFT) information OTHER All VA sensitive information is transported in closed and secure containers while in the possession of the courier. Federal Holidays: The ten holidays observed by the Federal Government are: New Year' Day Labor Day Martin Luther King Day Columbus Day President's Day Veterans Day Memorial Day Thanksgiving Day Independence Day Christmas Day Conduct: The Contractor and any employees are subject to the same rule of conduct and standards as Government employees. No alcoholic beverages or drugs are allowed on any VA property and the VA has implemented a smoke free environment policy at all VA locations. There are authorized smoking areas outdoors. This procurement is being conducted pursuant to FAR Part 13 procedures. The Government intends to award a contract resulting from this solicitation to t...