V129--Patient Assisted Parking Services

Albany Stratton VAMC Statement of Work — Patient Assisted Parking Services 1.0 INTRODUCTION The Samuel S. Stratton VA Medical Center (located at 113 Holland Ave, Albany, NY 12208) requires a contractor to provide comprehensive Patient Assisted Parking Services exclusively at the main entrance of the medical center. No satellite parking lots are included in this requirement. All Veterans seeking parking assistance will arrive at the facility's front entrance, where attendants will receive and safely park their vehicles. The contractor shall provide Parking Lot Attendant Services for one designated patient parking lot located at the facility. Patient Assisted Parking Services must maintain continuous coverage during all hours of operation, as referenced in paragraph 1.1 (Hours of Operation). This requirement involves direct interaction with Veterans of all abilities and their caregivers. Contract personnel must be capable of delivering respectful, professional, and meaningful customer service at all times. Staffing & Roles: It is anticipated that some attendants will perform multiple roles throughout the day, including supervision, Patient Assisted Parking Services, and relief coverage for required employee break periods. At no time shall any parking lot remain unattended during its hours of operation. No individual attendant shall be responsible for more than one lot simultaneously. The patient parking lot and the facility's front circle must be adequately staffed to support all operational hours as well as break and lunch coverage. Past performance indicates that a minimum of five full-time Patient Assisted Parking Services staff, assigned with staggered start times, is necessary to provide continuous service to the patient parking lot and the front circle while maintaining acceptable wait times. Each attendant lot (patient parking lot and front circle) requires one full-time Lot Attendant to maintain continuous coverage throughout operating hours. Relief coverage for mandatory breaks shall be provided by the Patient Assisted Parking Services staff. All contractor employees are expected to be fully trained and capable of performing all required duties on the contract start date. The contractor shall furnish all necessary full-time labor, supervision, materials, equipment, and supplies required to perform these services in full compliance with the contract terms, specifications, and performance requirements. Period of Performance: One base year followed by four option years. Base period: 10/1/2026-9/30/2027 Option 1: 10/1/2027-9/30/2028 Option 2: 10/1/2028-9/30/2029 Option 3: 10/1/2029-9/30/2030 Option 4: 10/1/2030-9/30/2021 1.1 HOURS OF OPERATION Patient Assisted Parking Services shall be provided Monday through Friday, five (5) days per week. Services are not required on weekends or Federal Holidays. Hours of operation: 7:00 a.m. to 3:00 p.m. Highest volume of Veteran arrivals: 8:00 a.m. to 12:00 p.m. 1.2 CONTRACTOR QUALIFICATIONS Licensing & Legal Requirements: The Contractor shall possess all licenses and permits required by all applicable Local, State, and Federal laws. Employee Requirements: All Contractor employees must: Hold a valid U.S. driver's license with a minimum of two years of driving experience Be U.S. citizens Be fluent in the English language Have at least six (6) months of Patient Assisted Parking Services experience in a healthcare setting, working with patients of all abilities Organizational Requirements: The Contractor shall have a minimum of five (5) years of demonstrated experience successfully providing Patient Assisted Parking Services. The Contractor is responsible for coordinating, supervising, and evaluating all services performed, and must promptly correct any employee deficiencies as they arise. All employees shall perform their duties in a professional, courteous, and respectful manner at all times. 1.3 CONTRACTOR-PROVIDED ITEMS / SUPPLIES / EQUIPMENT The Contractor shall provide and maintain all equipment necessary to perform Patient Assisted Parking Services, including but not limited to: Podium Lock boxes Walkie-talkies or radios Cones Claim-check system (app-based with a paper backup) Uniforms All approved signage, including "No Tipping" signs The Contractor is responsible for maintaining all equipment in good working condition. (a) The Contractor shall furnish a podium, lock boxes, automated claim-check system, cones, and walkie-talkies or cell phones to support daily Patient Assisted Parking Services operations. The VA will provide secure onsite storage space for Contractor-supplied equipment and materials. (b) VA Police will provide the Parking Lot Attendant assigned to the "front circle" with a police radio for emergency communication. This radio shall not be left unattended at any time. Attendants must remain within the parking area and ensure appropriate coverage before leaving their assigned location. (c) Contractor employees shall sign in and sign out upon arrival and departure from the facility, using any method established by the Contractor to support completion of the required daily report. (d) The Government requires the Contractor to utilize technology (software and/or app-based) that enables individuals using the service to request their vehicle in advance. The system must also provide the Government with the ability to monitor service volume and service times for quality control and performance oversight. 1.4 STAFFING Staffing Levels: Minimum: three (3) attendants Maximum: five (5) attendants Levels are based on the day of the week and anticipated peak demand. Peak service hours typically occur between 8:00 a.m. and 12:00 p.m. Staffing levels must ensure that vehicle wait times for both drop-off and pick-up do not exceed ten (10) minutes at any time. Daily Staffing Assignment: One (1) Supervisor assigned each day Minimum of two (2) Parking Attendants distributed between the p…