R--Valet Parking Services

STATEMENT OF WORK VALET PARKING MOUNTAIN HOME VA MEDICAL CENTER GENERAL The contractor shall provide valet parking services at the Department of Veterans Affairs Medical Center, Dogwood Avenue Building 69, Mountain Home, Tennessee 37684, in accordance with the following provisions. Approximately 100 parking spaces are available for full valet parking. The contractor will be responsible for greeting valet customers, managing claim tickets, parking vehicles, securing keys and retrieving vehicles for the period specified in accordance with all terms, conditions, schedules, provisions, and requirements of this solicitation and any resultant contract. QUALIFICATIONS Offers will be considered only from contractors who are regularly established in the business called for and whom in the judgment of the Contracting Officer are financially responsible and able to show evidence of their reliability, ability, experience, and personnel directly employed or supervised by them to render satisfactory services. The contractor shall, upon request, promptly furnish the Government with a current certified financial statement. WORK HOURS Hours of operations are 7:00am to 5:00pm Monday - Friday, excluding Federal Holidays, and any other day specifically declared by the President of the United States to be a Federal Holiday. The ten (10) holidays observed by the Federal Government are: New Year's Day Martin Luther King's Birthday President's Day Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Christmas REQUIREMENTS Approximately 2000 outpatients are seen per day. The amount of available parking spaces to accommodate patients, staff, volunteers and visitors on any given day is limited. The need is for a contractor to park and/or provide assistance in parking to veteran patients only, five days per week. There will be Government-provided wheelchairs available to transport patients to the clinics. The contractor will deliver these wheelchairs, upon patient's or caretaker's request, to the patient to facilitate patient's travel from the care in the valet greeting area to the appointment and back to the care in the valet greeting area. The contractor will be completely liable and responsible for providing patients with a valet claim check, securing keys, parking, delivering, and directing certain valet vehicles to and from the valet greeting area. The contract period is for a base year (12-months) plus three (3) one (1) one-year renewable options. The contractor will staff the valet parking operation with as many employees as needed to ensure an efficient operation. An efficient operation is defined as: No vehicle waits more that 5 minutes to be valet parked and 10 minutes to be retrieved 95% of the time. Vehicles requiring Valet Parking shall be stopped by the contractor's employee, who will ask the driver/passengers for VA Patient Identification Card and the estimated time of departure. The attendants will give the driver a claim ticket and park the car in a space based on the length of stay. If the driver does not qualify for valet parking, the attendant will direct the driver to a parking lot for self-parking. All vehicles parked by the contractor's parking attendants will be locked and secured. Driver's keys will be secured at the valet booth. When a parking patron returns for their car, they will give the attendant their claim check; and the attendant will deliver the car for easy exiting. The contractor's parking attendant will move any vehicle still on the premises after valet parking hours to Lot N and turn the keys over to the Medical Administrative Assistant (MAA) Owners of these vehicles will contact the MAA to pick up their keys The Engineering Service Transportation. Section and VA police will provide assistance as needed. In the event of a lost claim check, vehicle owners will be referred to the VA Police for resolution. No vehicle will be released without a claim check or direction from the VA Police. The contractor will operate from the designated entrance area between buildings 160 and 69. Only VA patients are permitted to use the valet service. It is the contractor's responsibility to screen out employees, volunteers, visitors and vendors from using the valet parking services. A tag will be hung from the rear-view mirror of all valet parked vehicles to quickly identify the vehicle as authorized to be in valet parking space. Valet parked vehicles will be backed into the parking space to make it easier for enforcement of parking policies. The valet contractor is responsible for parking control and monitoring of valet parking areas for unauthorized vehicles. The contractor will report any violations to VA Police. With the exception of an interior space located at the valet parking entrance, a telephone, wheelchairs and the valet parking spaces, it is the intent of this statement of work for the contractor to provide all other items necessary for a successful and efficient valet parking operation. The telephone is for local telephone calls only so that parking patrons/VA staff can communicate with the attendants and for use in emergencies. All questions about the valet parking operation will be directed to this telephone. The contractor is responsible for providing any additional telephone service [i.e., cellular telephone(s)] if the contractor wished to make long distance/toll calls. The following list is known items to be supplied by the contractor, but may not be all-inclusive. The contractor will provide a locking key cabinet(s) and ticked dispenser(s) to be located in the Government provided valet area. The contractor will furnish and install all signs needed for the Government provided valet area. Signs directing patients to the free valet parking drop-off point will designate days and hours of operation and indicate, "No tipping". A sign must be furnished and installed on the Valet Parking Podium and at the vehicle drop-off point that outlines the procedure for vehicle owners and identifies valet parking as free for VA Patients as well as the "no tipping" policy. No tipping will be strictly enforced. Contractor's employees are restricted from accepting tips of any kind. Signs shall be posted at necessary locations in each valet lot to restrict access from non-valet parked vehicles. Signs shall be in accordance with VA signage regulations. Hand-written signs are not allowed. Prior to installation, the sign must be approved by the Contracting Officer's Technical Representative (COTR). The contractor will provide uniforms (including outerwear, jackets, hats, etc.) to all personnel working under this contract. Uniforms shall facilitate easy identification of contractor employees by employee name and company name. Uniforms must be consistent in style and color and be worn at all times during performance of contract duties. All uniform styles must be approved by the COTR prior to implementation. The contractor will be responsible to ensure its employees providing work on this contract are fully trained and completely competent to perform the required work. All parking attendants will be trained in providing excellent customer service demonstrating courtesy, kindness, and caring. Orientation and training of contractor employees will be documented in writing to the COTR. All contractor employees serving as parking attendants must possess a valid driver's license, by US Citizens and be fluent in the English language. Parking patrons will be treated courteously and with respect at all times. Contractor's employees shall be neat and clean in appearance. The contractor will designate in writing an employee to act in a supervisory capacity and as representative of the contractor in handling any valet parking concerns. If this person is not present on site, the contractor will designate another employee, in writing, as "acting" during the period of absence. Parking attendants will assist parking patrons by removing wheelchairs and carts from their automobiles and holding umbrellas for patrons exiting their vehicles during inclement weather. Parking attendants will drive slowly and cautiously, paying attention to pedestrian traffic. The VA will provide lot maintenance, cleaning, repair and snow removal services in the parking areas involved in this contract. The contractor will notify the VA of any areas that may pose a safety hazard to patients, employees, and visitors. Any suspicious activity occuring in valet parking areas will be reported to VA police. CLAIMS/DAMAGES Any claims of damage or problems with customers' vehicles will be directed to and handled by the contractor in coordination with the Contracting Officer, if required. Any claims of damage or missing/stolen property involving customer's vehicles will be the responsibility of the contractor. The VA assumes no responsibility for such claims. PERFORMANCE STANDARD The contractor will staff the valet parking operation with an appropriate number of employees as required demonstrating an efficient operation. An efficient operation is defined as: No vehicle waits more that 5 minutes to be valet parked and 10 minutes to be retrieved 95% of the time. The COTR will audit the turnaround time to assure contractor compliance. The contractor's ability to manage the traffic flow will be periodically audited to assure that the contractor is putting the Veteran first and providing a safe and efficient operation. The COTR will make periodic unannounced inspections to ensure that waiting times do not exceed 5 minutes and that all contract requirements are being met. Any incidences of contract noncompliance will be reported to the Contracting Officer. **The COTR may request immediate removal and replacement of any contract employee found not representative of the image of a professional health care organization regarding appearance, behavior, professional attitude, and other causes deemed tarnishing of the image of the Department of Veterans Affairs. REPORTS The contractor will submit monthly reports directly to the Contracting Officer Technical Representative (COTR) within 15 days of month's end. The reports will summarize the number of vehicles valet parked by date and hour and the total $'s charged to on the invoice submitted for that month. The report will also indicate by date, any unusual events of the day. The contractor will include any incidences of accidents or special situations with patients, visitors, VA employees, or VA volunteers. Significant events will be reported immediately to the COTR. DEFINITIONS: 1. "Valet Parking": Attendants greet Veterans, take possession of keys and vehicle, and stack park the vehicle in the assigned parking area(s). Upon return of vehicle owner, the attendant retrieves the vehicle from its parking space and delivers to the owner at the front of the facility. 2. "Contractor": Where referenced in this solicitation, "Contractor" refers to the valet parking contractor. 3. "Veterans": Includes all Veterans Beneficiaries, inpatient and outpatient. 4. CO - Contracting Officer 5. COTR - Contracting Officer's Technical Representative 6. Mountain Home VAMC - Mountain Home VA Medical Center 7. VA - Department of Veterans Affairs All Contractor employees serving as parking attendants must possess a valid driver's license, be U.S. Citizens, and be fluent in the English language.