SOLICITATION NOTICE
V -- West Haven Campus Shuttle Service - New Requirement
- Notice Date
- 5/29/2024 10:23:41 AM
- Notice Type
- Presolicitation
- NAICS
- 812930
— Parking Lots and Garages
- Contracting Office
- 241-NETWORK CONTRACT OFFICE 01 (36C241) TOGUS ME 04330 USA
- ZIP Code
- 04330
- Solicitation Number
- 36C24124Q0578
- Response Due
- 7/9/2024 11:00:00 AM
- Archive Date
- 08/08/2024
- Point of Contact
- David Roy, Contract Specialist, Phone: (603) 624-4366
- E-Mail Address
-
David.Roy@va.gov
(David.Roy@va.gov)
- Small Business Set-Aside
- SDVOSBC Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14)
- Awardee
- null
- Description
- Page 1 of 5 Page 1 of 13 Page 1 of 5 Pre-Solicitation Notice for a SDVOSB contractor to provide a firm fixed price contract for a base year plus four option years. Shuttle services for both on site and off site routes servicing the West Haven VA Medical Center and surrounding CBOC s and parking lots. Below is the proposed performance work statement. The full solicitation will be posted on the System for Award Management (SAM) located at https://www.sam.gov on or about June 5th, 2024, as a SDVOSB Set-Aside. The applicable NAICS code is 812930 with a size standard of 47 Million. The PSC is V229. All interested parties should register via the SAM portal at https://sam.gov to be eligible for participation in the solicitation. It is the responsibility of the offeror to monitor and download amendments from SAM which may be issued to this solicitation. Prospective firms must be registered in the system for award management (www.sam.gov) prior to award. A pre-solicitation was previously published under 36C24124R0069. This pre-solicitation notice contains updated NAICS code, anticipated RFQ publish date, and additional scope of work details listed below. 1. SCOPE OF WORK The VA Connecticut Healthcare System (VACHS) is seeking a five-year Firm Fixed Price contract for transportation services of Veterans as well as government employees to and from the various VA facilities and parking lots in proximity of the West Haven VA Medical Center. Contractor will provide ground transportation services, Monday through Friday between the hours of 6:00am and 6:00pm EST excluding Federal Holidays. There are two components to this contract. The first component is an on-campus shuttle service where the VACHS will provide government-owned shuttles and the contractor will provide shuttle qualified and insured drivers. The second component is an off-campus service where the contractor will be providing vehicles, drivers, fuel, equipment, insurance as necessary to shuttle eligible Veterans, their families, and Government employees to the various locations outlined in section 7 of this performance work statement. The contractor will also be responsible for providing a free smartphone application capable of providing live-time GPS tracking of off-site shuttles accessible by passengers to predict arrivals and track the location of shuttles. 2. BACKGROUND The VA Connecticut Healthcare System (VACHS) has a need for safe and dependable transportation services, Monday through Friday between the hours of between the hours of 6:00am and 6:00pm EST excluding Federal Holidays for transportation of eligible Veterans, their families, and government employees. 3. PERIOD OF PERFORMANCE September 1st, 2024 August 31st, 2029 4. CONTRACT TYPE Base plus 4-year option contract, Firm-fixed Price 5. CONTRACT DEFINITIONS 5.1 Employee - Authorized Government personnel (Federal employees and PIV badge-holding contractors) and their accompanied guests. 5.2 Business Hours/Days - Business hours/days are defined as the time of 6:00am and 6:00pm. Monday through Friday, except Federal holidays. 5.3 Contract Contract awarded as a result of this solicitation. 5.4 Financial Services Center VA (FSC) Payment is made through electronic funds transfer - Department of Veterans Affairs, Financial Services Center, PO Box #149971, Austin, TX 78714-9971; FAX: 512-460-5540 (services). 5.5 Program Point of Contact (POC) VA Connecticut Healthcare System (VACHS) official responsible for providing Contract oversight and technical guidance to the CO. Responsibilities include certifying invoices, placing orders for service, providing technical guidance, and overseeing technical aspects of the Contract. Also acts as member of the vehicle inspection team. All contacting authority remains with the CO. Program POC information shall be provided at time of award. 5.6 Quality Assurance Those actions taken by the Government to assure services meet the requirements of this Contract. 5.7 Quality Assurance Surveillance Plan An organized written document used for quality assurance surveillance. The document contains specific methods for performing surveillance of the Contractor s continuous performance. 5.8 Quality Control Those actions taken by the Contractor to control the production of goods or services, so they will meet the requirements of a contract. 6. PLACE OF PERFORMANCE AND HOURS Transportation services shall be provided Monday through Friday between the hours of 6:00am and 6:00pm EST, excluding Federal Holidays for transportation of eligible Veterans, their families, and government employees. Service shall include transportation to, from, and between the West Haven VA Medical Center and the various VA facilities and parking lots in proximity of the West Haven VA Medical Center for eligible Veterans, their families, government employees, and visitors of the West Haven VAMC. If deemed necessary by the Government, the hours of operation may be periodically adjusted based upon volume, demand, and weather. Specific routes and times will be dependent on weather, and ADA patient ridership and onsite construction. 7. TRANSPORTATION AND SHUTTLE REQUIREMENTS 7.1 Onsite Shuttle Service West Haven VA Medical Center requires the contractor to provide shuttle drivers to operate VA-owned vehicles on campus to provide transportation from various parking lots to the entrances of Medical Center buildings. Hours of Operation: Monday through Friday, 6:00am EST to 6:00pm EST Government Furnished Property: Two VA-Owned, ADA approved shuttle buses in working order Ridership: Eligible Veterans, their families, government employees, and visitors of the West Haven VAMC. Maximum time intervals between pickups at any stop intra-campus: 15 minutes Stops: (see map below) *Stops do not need to be performed in order listed below. West Haven VAMC Building 2 main entrance (Map Figure 1, location #1) West Haven VAMC Building 5 main entrance (Map Figure 1, location #2) West Haven VAMC Building 12A main entrance (Map Figure 1, location #3) West Haven VAMC Building 35 main entrance (Map Figure 1, location #4) Bus stop enclosure in parking lot 18 North Side of lot (Map Figure 1, location #5) Bus stop enclosure in parking lot 18 South side of lot (Map Figure 1, location #6) Campbell Avenue Main Entrance bus stop enclosure (Map Figure 1, location #7) Bus stop in parking lot 10 East side of lot (Map Figure 1, location #8) Bus stop enclosure in parking lot 11 West side of lot (Map Figure 1, location #9) Bus stop enclosure in parking lot 12 West side of lot (Map Figure 1, location #10) Map Figure 1 Map Figure 2 7.2 Offsite Shuttle Service- The Contractor shall provide sufficient ADA-compliant, wheelchair-lift equipped vehicles to meet all the VA's requirements in accordance with the terms, conditions, and time frames outlined below. Hours of Operation: Monday through Friday, 6:00am EST to 6:00pm EST Government Furnished Property: None Ridership: Eligible Veterans, their families, government employees and visitors of the West Haven VAMC. Maximum Time Intervals Between Pickups: Varies by pickup location, see time frames below Stops: (see map below) *Stops do not need to be performed in order listed below. Orange VA Clinic - 200 Edison Road, Orange, CT 06477 (Map Figure 3, location #1) Maximum Time Interval Between Pickups at this location: 25 minutes Mantilia Parking Lot - 325 Campbell Ave, West Haven, CT 06516 (Map Figure 3, location #2) Maximum Time Intervals Between Pickups: 10 minutes Polish American Club Parking Lot - 194 W. Spring Street, West Haven, CT 06516 (Map Figure 3, location #3) Maximum Time Interval Between Pickups at this location: 10 minutes West Haven VA Medical Center - 950 Campbell Avenue, West Haven, CT 06516 (Map Figure 3, location #4) Maximum Time Interval Between Pickups at this location: 10 minutes West Haven Railroad Station - 20 Railroad Ave, West Haven, CT 06516 (Map Figure 3, location #5) Maximum Time Interval Between Pickups at this location: 10 minutes from train arrival The Errera VA Clinic - 114 Orange Avenue, West Haven (Map Figure 3, location #6) Maximum Time Interval Between Pickups at this location: 25 minutes Map Figure 3 7.3 The contractor shall maintain two-way communication between shuttle bus drivers during normal business hours. The contractor shall have telephone coverage to accept call requests from customers requiring transport during the hours of 6:00am and 6:00pm. 7.4 The contractor will also be responsible for providing a free smartphone application capable of providing live-time GPS tracking of off-site shuttles accessible by all passengers to predict arrivals and track the location of shuttles. 7.5 All contractor furnished shuttles must be stored at the Mantilia Parking Lot located at 325 Campbell Ave, West Haven, CT 06516 when not in use. 7.6 Passengers shall only be picked-up and discharged at the designated stops. There shall be no stops between Campus and Parking. If deemed necessary by the Government, the hours of operation may be periodically adjusted based upon volume, demand, and weather. The Contractor shall not provide service on the following federal holidays: New Year s Day, Martin Luther King s Birthday, President s Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, and any other day specifically declared to be a national holiday by the President of the United States. 8. COMPLIANCE, PERMITS, CERTIFICATIONS, & INSURANCE Throughout the duration of this service, the contractor shall be in compliance with the Performance Work Statement and all applicable federal, state, and local laws. The contractor shall be responsible for determining the latest applicable editions of all relevant federal, state, and local regulations. This is inclusive of registration with the Federal Department of Transportation. The contractor shall, without additional expense to the Government, be responsible for obtaining any necessary licenses, permits, and insurance to comply with any applicable federal and municipal laws, codes, and regulations in connection with the performance of this service. The contractor shall furnish the Contracting Officer (CO) with their Certificate of Insurance (see clause 52.228-10), containing an endorsement to the effect that cancellation or any material change in the policies which adversely affect the interest of the Government, shall not be effective unless a thirty (30) day written notice of cancellation or change is furnished to the Point of Contac (POC). The term will endeavor is not acceptable as issued by an insurance carrier. The contractor shall also furnish the Contracting Officer (CO) with their current State of Connecticut Public Service Bus Permit which must be valid at time of offer and at all times throughout the duration of the contract. 9. DRIVER REQUIREMENTS Drivers shall perform the required service in such a manner as to cause the least possible interference with the Government s activities. They are responsible for ensuring rider eligibility. If a passenger is not eligible, the driver is to deny them access to the shuttle. Drivers operating shuttles for off site routes must posses a valid, current Commercial Driver s License (CDL) issued by the State of Connecticut. The driver shall not leave, at any time, the shuttle with the key in the ignition. The contractor shall be responsible for the training of its personnel. Contractor personnel shall be trained and qualified to handle emergencies that may arise during contract performance. The contractor shall maintain and make available for VA inspection, certification of training for all personnel performing under this contract. The contractor's training program for drivers shall include, at a minimum, the most current instruction in: The organization's emergency procedures The handling of accidents Cardiopulmonary Resuscitation (CPR) Basic first-aid Handling of road emergencies The use of road emergency warning equipment West Haven VAMC will provide training to new contractor personnel on the safe operation of AED s. Contractor must notify the VA POC of any new contractor personnel needing training within 10 days of their start date. 9.1. EMPLOYMENT 9.1.1. The contractor shall not employ any person who is an employee of the U.S. Government if the employment of that person would create an appearance of a conflict of interest. 9.1.2. The contractor shall ensure all drivers operating under this contract possess a valid operator s license required to operate the type of vehicle necessary to perform the shuttle bus service, as required by the State of Connecticut. A copy of these licenses must be provided to the POC prior to the start of the contract. 9.1.3. By submitting a quote in response to this solicitation, the contractor is certifying their drivers do not have a serious health condition which could impair their driving skills and place passengers at risk. 9.1.4. All contractor drivers must understand and speak fluent English. 9.1.5. The Government reserves the right to order the removal from service under this contract any drivers who violate these requirements. 9.2. SCHEDULED BREAKS All employee breaks must be covered. The contractor shall provide sufficient staff to allow drivers designated breaks and lunch without affecting continuous shuttle operations. 9.3. APPEARANCE 9.3.1. Drivers shall be clean, well-groomed, and professional appearance at all times. 9.3.2. The contractor shall provide uniforms to all personnel working under this contract. Uniforms shall facilitate easy identification of contractor staff by employee name and company name. Uniform type will be agreed upon with VA and contractor at the pre-work meeting. Uniforms shall be worn at all times during performance of contract duties. The driver s name shall be displayed within the bus so that it is visible to all passengers. Additionally, drivers may be required to successfully complete any applicable government training. 9.4. SAFETY Drivers shall not knowingly operate an unsafe vehicle nor operate it in an unsafe manner. While driving vehicles on the West Haven VAMC campus and off campus, contractor must follow all Federal, State, local, and VA laws/ regulations. Failure to do so will result in a traffic citation, issued by West Haven VAMC Police Service or local law enforcement. The Contractor is responsible for any citation(s) received by the contract drivers. 9.5. CONDUCT Drivers shall display professional manners at all times. The following acts are not permissible by drivers who provide services under this requirement: Use of intoxicating liquors, narcotics or controlled substances of any kind (excluding doctor s prescriptions which do not impair driver s driving ability) while on duty or reporting for duty while under the influence of these substances. Smoking and other uses of tobacco while on duty. All passengers and contractor staff are prohibited from smoking on shuttles. Carrying of pistols, firearms, or concealed weapons. Resorting to physical violence while on duty. Spitting in prohibited places or any other unsanitary, offensive, or insensitive practices or behavior. Use of loud, indecent, or profane language and/or making threatening or obscene gestures toward customers or other employees. Text messaging while driving. Taking personal phone calls while driving. Taking phone calls while driving without the use of a hands-free device. Stopping for personal business, including excessive use of restroom facilities, while shuttle is occupied by a passenger. Engaging customers in a verbal confrontation in an attempt to settle a disagreement. Should a disagreement arise, the driver is to contact his/her supervisor. The contractor shall then contact the POC. Soliciting or accepting tips from customers, companions, or others at any time. Loitering in or around Government facilities during off duty hours. 10. CONTINGENCY SERVICE The contractor shall provide contingency shuttles and drivers to prevent a lapse in service due to shuttle and/or employee availability. To keep employee wait time at an absolute minimum, the contractor shall immediately notify the POC when a mode of transportation is not in service and would result in schedule delays. Contingency shuttles shall be in the same condition as those regularly offered, and drivers shall possess the same qualifications and perform the schedule of those regularly scheduled. 10.1. Delays/disruptions in service: The contractor shall immediately report to the POC all shuttle breakdowns or other problems which may affect service. When a breakdown occurs, it shall be the responsibility of the contractor to provide contingency shuttles to minimize any delay or inconvenience to the customer(s). 10.1.2. Weather: The contractor shall immediately notify the POC, if road conditions exists (i.e. inclement weather) that may render shuttle vehicles unsafe to operate. However, this act of notification does not, of itself, provide authorization to discontinue services. The contractor shall receive a response from the POC within one (1) hour of notification as to whether to discontinue service. 10.1.3. Accidents: Service shall not continue in a vehicle that has just experienced an accident, and the driver involved shall remain at the scene until the investigation is completed. The contractor shall be responsible for providing a replacement shuttle and driver within one (1) hour to continue operations. The driver shall take all reasonable steps to assure the comfort and safety of all passengers. 10.1.4. Future Delays: If the contractor foresees they will not be able to provide service on a given day, they will provide advance (as soon as applicable) written explanation of why and provide it to the POC; this documentation must be signed by the contractor s designated responsible POC. The POC, upon conference with the CO, will determine if service from another source is required. If this occurs, the POC will immediately notify the contractor once a decision is rendered. The Government will issue a Bill of Collections for any costs obtained if service is required from another source. Failure to pay as charged, within the timeframe specified in the Bill of Collections, may result in deduction of costs from the next month s invoice. 11. CONTRACTOR COMMUNICATION SYSTEM The contractor shall maintain two-way communication between shuttle bus drivers during normal business hours. The contractor shall have telephone coverage to accept call requests from customers requiring transport during the hours of 6:00am and 6:00pm. 12. REPORTING 12.1. DRIVERS LIST: With the contractor s quote submission, they shall propose drivers for the duration of the service. A copy of each driver s valid driver s license shall also be submitted. If a change to personnel is to be made affecting this order, the contractor shall provide the POC with an updated list, with an explanation as to why the change occurred. 12.2. RIDERSHIP: The driver shall keep a daily log of passengers utilizing the shuttle. At each stop, the driver will report the time of day and the number of passengers boarding and departing the shuttle. 13. VEHICLES If any equipment fails to operate at the performance standards established in this PWS, the contractor shall, within one (1) hour, provide a replacement vehicle that will enable services to continue with minimal disruption to service. Should it be necessary to remove a vehicle from service, the contractor shall immediately inform the POC. 13.1. SHUTTLE VEHICLE STANDARDS 13.1.1. All vehicles shall meet current applicable federal, state, city, and/or county specifications and regulations including, but not limited to: licensing, registration, insurance coverage, and safety standards. 13.1.2. The contractor shall provide vehicles with a minimum capacity to accommodate 25 passengers. The shuttle vehicles shall be equipped with heating, air conditioning, and all required safety features mandated for public transportation. 13.1.3. Entry steps to the shuttle vehicles shall not require an entry step stool to enter or exit the vehicle. The interior height in the vehicles shall be sufficient to allow passengers to walk to their seats without bending. 13.1.4. The interior and exterior of the shuttle vehicles shall be kept clean and free of debris at all times (e.g., windows shall be clean and free of broken/ cracked/ scratched/ distorted glass; seats shall remain free of rips, tears, stains, and graffiti; floor shall remain free of litter or any foreign matter, etc.). Any seats cushions and/or windows that are damaged beyond repair shall be replaced immediately. 13.1.5. All components of the vehicle body and frames shall be maintained in a safe, sound, and undamaged condition. 13.1.6. There shall be no advertisements of any kind on, or in the shuttle. 13.1.7. The contractor shall not utilize a school bus body style for this shuttle service. 13.1.8. Each vehicle used to provide shuttle service shall be a conservative and uniform color that can be identified by authorized passengers as their shuttle. The contractor shall not identify the shuttle as serving government employees (i.e. Identifying the shuttle as belonging to or serving the VA). 13.1.9. Contractor shall ensure all buses on all off-site routes are American Disability Act (ADA) compliant and wheelchair handicap accessible with an operable wheelchair lift. 13.1.10 All contractor furnished shuttles must have an Automated External Defibrillator (AED) on board at all times during operation. The contractor is responsible for its inspections and maintenance. West Haven VAMC will provide training to new contractor personnel on the safe operation of AED s. Contractor must notify the VA POC of any new contractor personnel needing training within 10 days of their start date. 13.1.11 All contractor furnished shuttles must be less than 7 years old from date of manufacture in order to minimize shuttle operation disruptions. Contractor is required to maintain a list of all current shuttles in use with the station POC. 13.2. MAINTENANCE The contractor shall provide in their Quality Assurance Surveillance Plan a plan for scheduled preventive maintenance and comply with this plan during the performance of this PWS. The plan shall include preventive maintenance and brake inspection to be performed at regularly scheduled intervals, in accordance with the manufacturer s scheduled recommendations and timetable. The contractor shall maintain the shuttle in a clean burning state so emissions are minimized, and pedestrians are not subject to exhaust fumes; therefore, the shuttle shall meet current federal and local emission standards. 13.3. INSPECTION The Government reserves the right to restrict the contractor s use of equipment and vehicles which are in need of repair, unclean, unsafe, damaged on the interior or exterior body, and are not in compliance with PWS specifications. The restriction of such equipment and vehicles shall not relieve the contractor from providing all required services as defined herein. The Government reserves the right to inspect contractor equipment and vehicles or require documentation of compliance with the PWS s specifications. If conducted, such inspections do not constitute a warranty by the Government that the contractor s vehicles and equipment are properly maintained. 13.4. POSTED INFORMATION The contractor shall post in the front interior space of the shuttle a visible sign to passengers with the POC s name and email address so customers may contact this individual with any questions or concerns. A NO TIPPING sign will be furnished by the contractor, and this policy will be strictly enforced by the contractor. Hand-written signs are not permitted. These signs shall be submitted for approval by the POC or CO. The contractor shall clearly identify on the exterior of each vehicle the loop number in which it is servicing. Signage shall be easy to read and look professional. 14. INVOICING Payment to the Contractor shall be made monthly, in arrears, upon receipt of a properly prepared invoice. Payment for services will be at the rates specified in the Price/Cost Schedule. All monthly invoices from the contractor will be electronically submitted through the Tungsten Network within 15 days following the end of the month of services rendered. Vendor Electronic Invoice Submission Methods: Facsimile, e-mail, and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted electronic data transmission methods below. The information page for the Financial Service Center (FSC) of the Department of Veterans Affairs that includes information regarding electronic invoice submission can be referenced at: http://www.fsc.va.gov/einvoice.asp Department of Veterans Affairs Financial Services Center PO Box 149971 Austin TX 78714-8971 Customer Support Help Desk (877-353-9791) Invoices must be approved by the Program POC prior to payment release. Invoices without the required information will be rejected. If the Program POC refuses an invoice due to incorrect billing, subsequent changes or corrections to the monthly invoice shall be resubmitted by the vendor with a corrected invoice. In addition to information required for submission of a proper invoice in accordance with FAR 52.212-4 (g), all invoices must include: Name and Address of Contractor Invoice Date and Invoice Number Contract Number and Obligation Number Name of Veteran Total Price Failure to comply with all terms and conditions of this contract shall result in invoices/claims submitted for reimbursement during that period to be considered incomplete. Interest penalties imposed under the Prompt Payment Act shall not apply to incomplete invoices or invoices received after the established invoice due date. Contractor Remittance Address: All payments by the Government to the Contractor will be made by Electronic Funds Transfer (EFT). The contractor shall be responsible for scheduling rides and settling the accounts with the rideshare services. The Government will pay the contractor in accordance with the Price / Cost Schedule. 15. DELIVERY SCHEDULE Task Deliverable Delivery Date Submission 12.2 Ridership Report Quarterly Program POC Email 18.1 Training Requirements Quarterly Program POC Email 16. SPECIAL CONTRACT REQUIREMENTS 16.1. Reports/Deliverables: Contractor shall be responsible for complying with all reporting requirements established by the Contract. Contractor shall be responsible for assuring the accuracy and completeness of all reports and other documents as well as the timely submission of each. Contractor shall comply with contract requirements regarding the appropriate reporting formats, instructions, submission timetables, and technical assistance as required. 16.2. The following are brief descriptions of required documents that must be submitted by Contractor: weekly; monthly; quarterly; annually, etc. identified throughout the PWS and are provided here as a guide for Contractor convenience. If an item is within the PWS and not listed here, the Contractor remains responsible for the delivery of the item. 17. QUALITY ASSURANCE SURVEILLANCE PLAN Performance Standards define the required performance for specific tasks. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards. 17.1. METHODS OF SURVEILLANCE Various methods exist to monitor performance. The Program POC or designee shall use any or several of the surveillance methods listed below in the administration of this QASP. 100% Inspection (evaluates all outcomes) - Each quarter, the Program POC / Designee shall review all of the contractor s performance/generated documentation and document results accordingly. This assessment shall be placed in the Program POC s QA file. Random Sample - The Program POC / Designee shall review a random sampling of the contractor s performance/generated documentation and document your results accordingly. This assessment shall be placed in the Program POC s/Designee QA file. Validated Customer Complaint or Validated Below Average Acceptable Performance Level (APL) in a Specific Area - Each quarter, the Program POC shall review the contractor s performance/generated documentation corresponding to a validated customer complaint or validated inability to perform in accordance with the APL in a specific area and document your results accordingly. This assessment shall be placed in the Program POC s/Designee QA file. 17.2. FREQUENCY OF MEASUREMENT Customer Feedback and Complaints based on interactions with the contractor. During task order performance, the Program POC will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum shall be reviewed quarterly. 17.3. ACCEPTABLE PERFORMANCE LEVELS (APLS) Requirement Performance Standard Surveillance Method Outcome Transportation Requirements Contractor shall notify the Program POC, of any unusual events, including but not limited to accidents, safety problems, beneficiary complaints and other such incidents that may occur during transport. Customer Feedback and Complaints based on interactions with the contractor. Customer problems are resolved within the same business day; no more than 2 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/ professionalism. Customer Support Courteous and professional interactions to receive and fill purchase order deliverables and in providing order status. Customer (VA) support satisfaction, having no more than 2 incidents of dissatisfaction. Customer Feedback and Complaints based on interactions with the contractor Customer problems are resolved within thesame business day; no more than 2 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/professionalism Ridership Report Contractor shall provide a ridership report quarterly. 100% Inspection of deliverables. All required information included in ridership daily log 100% of the time. 17.4. DOCUMENTING PERFORMANCE Acceptable Performance The Government shall document acceptable performance in accordance with the chart above. Any report may become a part of the supporting documentation for any contractual action. Unacceptable Performance When unacceptable performance occurs, the Program POC shall inform the CO. This will always be in writing although when circumstances necessitate immediate verbal communication, that communication will be followed in writing. The Program POC shall document the discussion and place it in the Program POC file. When the CO determines formal written communication is required, the Program POC shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's program manager. The contractor shall acknowledge receipt of the CDR in writing to the CO. The CDR will state how long after receipt the contractor must take corrective action. The CDR will also specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CO shall review the contractor's corrective action plan to determine acceptability. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO. Records Management Language for Statement of Work (SOW): The following standard items relate to records generated in executing the contract and should be included in a typical procurement contract: Contractor shall treat all deliverables under the contract as the property of the U.S. Government for which the Government Agency shall have unlimited rights to use, dis...
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- Place of Performance
- Address: West Haven VAMC 950 Campbell Avenue, West Haven 06516
- Zip Code: 06516
- Zip Code: 06516
- Record
- SN07079468-F 20240531/240529230055 (samdaily.us)
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