36C10A19Q0064-010.pdf

PerformanceWorkStatementTemplate_FEB_21_2018

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

VA Palo Alto Health Care System (VAPAHCS) Coaching and Project Management for Real-time Patient Feedback

Date: 1/10/2019

TAC-19-51652

PWS Version Number: 1.0

TAC Number: TAC-19-51652

PerformanceWorkStatement

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT ................................ Error! Bookmark not defined.

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

5.1.2 REPORTING REQUIREMENTS

5.2 <ADDITIONAL TASK(S)>

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.1.1 ONE-VA TECHNICAL REFERENCE MODEL

6.1.2 FEDERAL IDENTITY, CREDENTIAL, AND ACCESS MANAGEMENT

(FICAM) .................................................................... Error! Bookmark not defined.

6.1.3 INTERNET PROTOCOL VERSION 6 (IPV6)Error! Bookmark not defined.

6.1.4 TRUSTED INTERNET CONNECTION (TIC)

6.1.5 STANDARD COMPUTER CONFIGURATION

6.1.6 VETERAN FOCUSED INTEGRATION PROCESS (VIP)

6.1.7 PROCESS ASSETT LIBRARY (PAL)

6.2 SECURITY AND PRIVACY REQUIREMENTS

6.2.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

6.2.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.3 METHOD AND DISTRIBUTION OF DELIVERABLES

6.4 PERFORMANCE METRICS

6.5 FACILITY/RESOURCE PROVISIONS

6.6 GOVERNMENT FURNISHED PROPERTY ....... Error! Bookmark not defined.

6.7 SHIPMENT OF HARDWARE OR EQUIPMENT

ADDENDUM A – ADDITIONAL VA REQUIREMENTS, CONSOLIDATED

ADDENDUM B – VA INFORMATION AND INFORMATION SYSTEM

SECURITY/PRIVACY LANGUAGE

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), VA Palo Alto Health Care System is to provide benefits and services to Veterans of the United States. In meeting these goals, OI&T strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans’ health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals.

The Veterans Affairs Palo Alto Health Care System (VAPAHCS) has identified being #1 in the VA in patient experience and quality as it’s top strategic goals. Improving Veteran satisfaction and enhancing Veteran and family centered care through the use of frontline improvement teams leveraging real-time feedback is a key strategy to accomplish these goals. A key component to improving the Veteran experience is to identify areas for improvement and make necessary changes in a prompt manner using the PDCA/rapid cycle change strategy. It is also important to reinforce actions and desired behaviors that staff demonstrate which lead to high levels of patient satisfaction. To work towards achieving this priority, VAPAHCS has identified the need to enhance our capability to collect and trend patient experience data and support front-line teams with improvement coaching and project management to increase service excellence for our Veterans.

VAPAHCS requests a Contractor that can provide hands-on project management and frontline improvement team coaching, as well as planning and implementation services, technology hardware/software and support to provide “real-time” feedback via mobile devices at the point of service. Venues shall include, but not be limited to, inpatient, outpatient clinics, and community living centers. The Contractor shall provide software use license and data hosting, mobile hardware devices, as well as cellular connection services to provide real-time patient feedback to staff. The software must be easy for patients/staff to navigate without assistance. Patient responses will be immediately processed by the contractor’s host and saved to a secure data vault. The contractor shall provide rigorous project management for each individual care venue utilizing the real-time feedback tool.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security

Requirements For Cryptographic Modules”

4. FIPS Pub 199. Standards for Security Categorization of Federal Information and Information Systems, February 2004

5. FIPS Pub 200, Minimum Security Requirements for Federal Information and Information Systems, March 2016

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. Carnegie Mellon Software Engineering Institute, Capability Maturity Model®

Integration for Development (CMMI-DEV), Version 1.3 November 2010; and Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Acquisition (CMMI-ACQ), Version 1.3 November 2010

9. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

10. Public Law 109-461, Veterans Benefits, Health Care, and Information

Technology Act of 2006, Title IX, Information Security Matters

11. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

12. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, http://www.va.gov/vapubs/

13. VA Handbook 0710, Personnel Security and Suitability Security Program, May 2, 2016, http://www.va.gov/vapubs

14. VA Directive and Handbook 6102, “Internet/Intranet Services,” July 15, 2008

15. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility

Standards,” July 1, 2003

16. Office of Management and Budget (OMB) Circular A-130, “Managing Federal

Information as a Strategic Resource,” July 28, 2016

17. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed

Services (CHAMPUS)”

18. An Introductory Resource Guide for Implementing the Health Insurance

Portability and Accountability Act (HIPAA) Security Rule, October 2008

19. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7,

20. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004

21. VA Directive 6500, “Managing Information Security Risk: VA Information

Security Program,” September 20, 2012

22. VA Handbook 6500, “Risk Management Framework for VA Information

Systems – Tier 3: VA Information Security Program,” March 10, 2015

23. VA Handbook 6500.1, “Electronic Media Sanitization,” November 03, 2008

24. VA Handbook 6500.2, “Management of Breaches Involving Sensitive

Personal Information (SPI)”, July 28, 2016

25. VA Handbook 6500.3, “Assessment, Authorization, And Continuous

Monitoring Of VA Information Systems,” February 3, 2014

26. VA Handbook 6500.5, “Incorporating Security and Privacy in System

Development Lifecycle”, March 22, 2010

27. VA Handbook 6500.6, “Contract Security,” March 12, 2010

28. VA Handbook 6500.8, “Information System Contingency Planning”, April 6, http://www.va.gov/vapubs/ http://www.va.gov/vapubs http://www.va.gov/vapubs

29. OI&T Process Asset Library (PAL), https://www.va.gov/process/ . Reference Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

30. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

31. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

32. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

33. VA Handbook 6510, “VA Identity and Access Management”, January 15,

34. VA Directive 6300, Records and Information Management, February 26, 2009

35. VA Handbook, 6300.1, Records Management Procedures, March 24, 2010

36. NIST SP 800-37, Guide for Applying the Risk Management Framework to

Federal Information Systems: a Security Life Cycle Approach, June 10, 2014

37. NIST SP 800-53 Rev. 4, Security and Privacy Controls for Federal

Information Systems and Organizations, January 22, 2015

38. OMB Memorandum, “Transition to IPv6”, September 28, 2010

39. VA Directive 0735, Homeland Security Presidential Directive 12 (HSPD-12)

Program, October 26, 2015

40. VA Handbook 0735, Homeland Security Presidential Directive 12 (HSPD-12)

Program, March 24, 2014

41. OMB Memorandum M-06-18, Acquisition of Products and Services for

Implementation of HSPD-12, June 30, 2006

42. OMB Memorandum 04-04, E-Authentication Guidance for Federal Agencies, December 16, 2003

43. OMB Memorandum 05-24, Implementation of Homeland Security Presidential

Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, August 5, 2005

44. OMB memorandum M-11-11, “Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, February 3,

45. OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23, 2008

46. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011

47. NIST SP 800-116, A Recommendation for the Use of Personal Identity Verification (PIV) Credentials in Physical Access Control Systems, November 20, 2008

48. OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 2007

49. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, Digital Identity Guidelines, June 2017

50. NIST SP 800-157, Guidelines for Derived PIV Credentials, December 2014 https://www.va.gov/process/ https://www.va.gov/process/maps.asp https://www.va.gov/process/artifacts.asp https://www.va.gov/trm/TRMHomePage.aspx

51. NIST SP 800-164, Guidelines on Hardware-Rooted Security in Mobile Devices (Draft), October 2012

52. Draft National Institute of Standards and Technology Interagency Report (NISTIR) 7981 Mobile, PIV, and Authentication, March 2014

53. VA Memorandum, VAIQ #7100147, Continued Implementation of Homeland Security Presidential Directive 12 (HSPD-12), April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

54. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

55. VA Memorandum “Mandate to meet PIV Requirements for New and Existing Systems” (VAIQ# 7712300), June 30, 2015, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4846

56. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0, Federal Interagency Technical Reference Architectures, Department of Homeland Security, October 1, 2013, https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf

57. OMB Memorandum M-08-05, “Implementation of Trusted Internet Connections (TIC), November 20, 2007

58. OMB Memorandum M-08-23, Securing the Federal Government’s Domain Name System Infrastructure, August 22, 2008

59. VA Memorandum, VAIQ #7497987, Compliance – Electronic Product Environmental Assessment Tool (EPEAT) – IT Electronic Equipment, August 11, 2014 (reference Document Libraries, EPEAT/Green Purchasing Section, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552)

60. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

61. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8,

62. Executive Order 13693, “Planning for Federal Sustainability in the Next Decade”, dated March 19, 2015

63. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2,

64. VA Directive 0058, “VA Green Purchasing Program”, July 19, 2013

65. VA Handbook 0058, “VA Green Purchasing Program”, July 19, 2013

66. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote

Access”, January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

67. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

68. VA Memorandum, “Implementation of Federal Personal Identity Verification

(PIV) Credentials for Federal and Contractor Access to VA IT Systems”, (VAIQ# 7614373) July 9, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4846 https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

69. VA Memorandum “Mandatory Use of PIV Multifactor Authentication to VA Information System” (VAIQ# 7613595), June 30, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

70. VA Memorandum “Mandatory Use of PIV Multifactor Authentication for Users with Elevated Privileges” (VAIQ# 7613597), June 30, 2015;

https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

71. “Veteran Focused Integration Process (VIP) Guide 2.0”, May 2017, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

72. “VIP Release Process Guide”, Version 1.4, May 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411

73. “POLARIS User Guide”, Version 1.2, February 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412

74. VA Memorandum “Use of Personal Email (VAIQ #7581492)”, April 24, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

75. VA Memorandum “Updated VA Information Security Rules of Behavior (VAIQ #7823189)”, September, 15, 2017,

3.0 SCOPE OF WORK

The Contractor shall provide improvement coaching and rigorous project management to frontline improvement teams as well as ready-to-use tablet computers and cellular data transmission devices to facilitate the collection, analysis and dissemination of real-time patient feedback in locations presently utilizing real time feedback and provide the capability to direct new resources or redirect existing resources from any of these locations to new areas of the healthcare system pulling for the tool. The contractor shall collaborate on the design and implementation of a plan that will allow the health care system staff to obtain point of care patient feedback, 24 hours per day, 365 days.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The PoP shall be May 1, 2019 to April 30, 2020, with 2 option years.

Any work at the Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO).

There are ten (10) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

New Year's Day January 1 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412

Independence Day July 4 Veterans Day November 11 Christmas Day December 25

If any of the above falls on a Saturday, then Friday shall be observed as a holiday.

Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January Washington's Birthday Third Monday in February Memorial Day Last Monday in May Labor Day First Monday in September Columbus Day Second Monday in October Thanksgiving Fourth Thursday in November

4.2 PLACE OF PERFORMANCE

Relevant tasks (including twice a year site visits and any other face to face work) under this PWS shall be performed in VA facilities located at the VA Palo Alto Hospital, 3801 Miranda Ave, Palo Alto, CA, 94304 and its associated community based outpatient clinics.

Non-face to face Tasks under this PWS shall be performed at Contractor facilities. The Contractor shall identify the Contractor’s place of performance in their Project Management Plan submission.

4.3 TRAVEL

The Government anticipates travel under this effort to perform the tasks associated with the effort, including twice a year site visits to the VA Palo Alto throughout the PoP. Include all estimated travel costs in your firm-fixed price line items. These costs will not be directly reimbursed by the Government.

The total estimated number of trips in support of the program related meetings for this effort is 2 per contract year. Anticipated locations include the following, estimated at 2-3 days in duration (Government reserves the right to add additional locations within the PoP):

1. Palo Alto, CA

2. Monterey, CA

3. San Jose, CA

4. Livermore, CA

Travel shall be in accordance with the Federal Travel Regulations (FTR) and requires advanced concurrence by the COR. Contractor travel within the local commuting area will not be reimbursed.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 Establish a software platform to collect real-time patient feedback, as well as provide ongoing maintenance and troubleshooting of the platform and its associated functions

5.2 The Contractor’s system/program/plan shall:

5.2.1 Facilitate capturing timely comments from patients and/or staff. Surveys should be able to capture information in “offline mode” to allow for uninterrupted data collection even in areas with low wifi connectivity

5.2.2 Be customizable based on the service area and current opportunities for improvement

5.2.3 Capture demographic data, such as gender, race, and age

5.2.4 Require minimal IT support and be compatible with low cost mobile devices

5.2.5 Transmit non-patient specific data to vendor without utilizing the VA’s IT network

5.2.6 Allow VAPAHCS to automatically collect, track, and trend data by question at the provider/staff, service, and facility level.

5.2.7 Provide a variety of report options that identify opportunities for improving the patient experience: daily reports, top box reports, ranking reports and the ability to track actions (service intervention closure) toward improvement goals.

Reports should be fully customizable and automated in order to deliver only need to know information to project stakeholders at the appropriate frequency as determined by VAPAHCS Program Manager and/or frontline improvement team lead

5.2.8 Provide low-cost, light-weight (less than 4 pounds), portable, hand-held, ready –to- use tablets/laptops (requiring less than 30 minute orientation)

5.2.9 Provide initial training and administrative support in the management of scheduling process, maintenance, and customer support for the devices

5.2.10 Provide general troubleshooting for technical issues encountered by VAPAHCS related to the software platform and devices running it

5.2.11 Have the capability to send automated real-time alerts related to concerns categorically identified as service recovery priorities

5.2.12 Have the capability to consolidate previous patient feedback collected by any frontline improvement teams continuing projects from previous Vendor/Contract

5.3 Consultative / Coaching Services: The Contractor shall provide expertise, guidance, and tools to lead VAPAHCS in managing an effective real-time feedback program. These services shall include:

5.3.1 Ongoing Operations and Improvement Coaching for continuation of the current locations, as well as expanded and new locations of use.

5.3.2 Establishment and tracking of measurable objectives for each location utilizing the services

5.3.3 Active involvement in the design, development, and deployment of specific assessments to meet objectives for each location/unit.

5.3.4 Expertise in best practices and training, along with ongoing support, to efficiently and effectively administer and collect patient assessments

5.3.5 Up to 2 on site strategic visits per year by the Contractor’s Improvement Coach to meet with key VAPAHCS staff from areas utilizing the resources.

Materials and presentations relevant to the site visits shall be delivered to the VAPAHCS program manager no later than 1 week prior to the scheduled site visit.

Contractor shall deliver a written summary of the site visit (to include all action items identified and decisions made for each frontline improvement team) no later than 3 business days after the conclusion of the site visit. On site visits shall have the following agenda:

• Review of administration process and success in obtaining sufficient volume for actionable feedback

• Review of analysis of data, including strengths, opportunities for improvement and trends for all implemented areas

• Discussion of improvement activities and barriers to improvement at

VAPAHCS

• Collaboration on prioritization of real-time feedback improvement efforts as opportunities and strategic initiatives are defined

5.3.6 Bi-weekly calls with the Contractor’s Improvement Coach and the VAPAHCS program manager as needed to aid in optimizing the use of TruthPoint, including the provision of detailed meeting minutes summarizing all decisions, status updates and action items

5.3.7 Quarterly Performance Improvement Review and Prioritization Planning meetings for each area where the real-time feedback tool is deployed, to include all preparation, facilitation, documentation and follow-up by the Contractor’s Improvement Coach and Client Services Team. The standard meeting agenda will include:

• Analysis and review of key findings, including strengths, opportunities and trend analysis

• Updates to the PACE based on previous feedback and new priorities for improvement

• Updates to information use plan and reporting package

• Discussion and selection of priority Performance Improvement initiatives, including the establishment of goals and successful practices to meet targets

• Identification and escalation of any barriers impeding current improvement initiatives

• Establishing action plans and commitments for the next cycle of improvement.

5.3.8 As needed by each area utilizing the resource, up to weekly Performance Improvement conference calls and/or web meetings between the Contractor’s Improvement Coach and the individual VAPAHCS improvement teams, to include preparation, facilitation, documentation and follow-up necessary to allow for maximum yield of VAPAHCS staff time. Calls should not last more than 30 minutes unless VAPAHCS staff request a longer duration to meet their needs.

The standard huddle agenda for these calls will include:

• Review of the response volume from the previous time period

• Review of action plans, commitments and results from the previous time period

• Discussion of any needed changes to the assessment questions or data collection process

5.3.8.1 The design and configuration of report contents, format, and automated distribution via e-mail, to include the tailoring of high-yield reports to fit the needs and focus of the individual clinical managers in areas utilizing the resource.

Existing report formats for a specific frontline improvement team should be ready within 1 business day of request and new report formats within 2 business days

5.4 Ongoing operations and coaching services shall include:

5.4.1 Software use license, data hosting, and cellular data services for the identified locations

5.4.2 Configured and ready to use tablet computers and cellular data transmission devices to facilitate capture of patient feedback and IT-security-compliant data to the contractor

5.4.3 Ability to modify questions, response options, reporting, and alerting within two business days as directed by VAPAHCS.

5.4.4 Ability to initiate e-mail and pager alerts based on selected response options as well as capture and provide intervention resolution status

5.4.5 Support for complex branching logic based on question response, demographics, and other criteria

5.4.6 Ability to drill down to specific clinicians for individual locations and services

5.4.7 Reporting and information delivered in specified format via email on the schedule required by each stakeholder

5.4.8 Well-organized meeting notes summarizing all decisions, status updates and action items sent by email to relevant teams and VAPAHCS program coordinator within 3 business days of any calls or meetings as mentioned in items 5.3.6-5.3.8

5.5 Additional Contractor Responsibilities:

5.5.1 Training: The Contractor shall provide the technology, training, on-going operations and coaching and consultative services to define roles and responsibilities to ensure successful implementation and management of the program. The Contractor shall help to align the approach with key objectives and outcome measures, determine how to achieve unbiased results, design a tailored assessment using best practice questions and help to identify criteria to assure improvements are implemented.

5.5.2 The Contractor shall provide orientation to the devices within one week of delivery. VAPAHCS requires a demonstration of the product and a sample of the reports that can be retrieved within two weeks following the awarding of the contract. The demonstration will take place at the Palo Alto Division, 3801 Miranda Avenue, Palo Alto, CA.

5.6 Ongoing Operations and Reporting:

The Contractor shall provide ongoing operations and coaching which includes:

5.6.1. Unlimited use of the software use license and data hosting, including a wide range of reporting delivered to stakeholders

5.6.2 Configured hand-held tablet PCs and cellular data connection devices (MiFi devices)

5.6.3 Service intervention alerts and resolution status communications

5.6.4 Improvement Coaching and Project Management support from a consistent coach or coaches with at least 10 years of experience in health care and at least 18 months of experience working with VA clients. The coach’s VA client experience must include past performance of hands-on project management support to frontline improvement teams, including task tracking, decision support, data analysis and leading frontline improvement team teleconferences on a monthly basis at minimum

5.6.5 Two (2) on-site performance improvement meetings with VAPAHCS’ real-time feedback program manager per year facilitated by an experienced coach to include:

• Review of results compared to objectives and new/changed objectives

• Recommendations to improve administration process to obtain patient feedback

• Recommended changes in the design of the assessment questions

• Recommended changes in the design, distribution, and use of reports

5.6.7 Coaching and technical support for 11 unique surveys to be run in parallel (concurrent) at any given time, deployed at up to 19 individual care locations.

VAPAHCS program manager shall have the option to redeploy existing resources to new areas or survey topics if contractor or program manager deem an existing survey or an associated improvement team to no longer exhibit the level of engagement or progress necessary to justify the continued use of the resource in any particular area or on any given survey topic.

5.7 Reports – The Contractor shall deliver the following:

5.7.1 Reporting shall be delivered via e-mail based on the schedule, form, and format defined for the care areas.

5.7.2 A complete database of patient feedback for analysis and ad hoc reporting.

5.7.3 Quarterly reviews compared to objectives and recommendations to improve execution.

5.7.4 Relevant updates to assessment questionnaire and reporting.

5.7.5 The Contractor shall help to evaluate the effectiveness of the program by providing summary reports that measure key objectives and outcomes, continually determine how to achieve unbiased results, and help to identify criteria to assure improvements are implemented.

5.8 DATA INSPECTION AND ACCEPTANCE

5.8.1 VAPAHCS project manager or his designee will conduct a monthly quality assurance review of all written progress reports, meeting summaries and data reports to ensure they are of acceptable quality, content, format and have been delivered on time as stipulated in this document.

5.9 CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of the contract, including the re-establishment of any existing care venue specific surveys and improvement work continuing on from the incumbent Vendor (including a plan to consolidate existing/historical data with data that will be collected during the PoP) as well as the establishment of the data collection and issue routing platform for VAPAHCS’ WECARE Leadership Rounds. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the contract. The Contractor shall update and maintain the VA PM approved CPMP throughout the PoP.

Deliverable:

A. Contractor Project Management Plan

5.10.1 REPORTING REQUIREMENTS

The Contractor shall provide the COR with Monthly Progress Reports in electronic form in Microsoft Word or Excel formats. The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. These reports shall reflect data and progress as of the last day of the preceding Month.

The Monthly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The Contractor shall monitor performance against the CPMP and report any deviations. It is expected that the Contractor will keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues.

The Contractor shall hold Bi-weekly teleconferences with the COR/VAPAHCS program manager to review the status of work, identify any anticipated delays in meeting goals and troubleshoot any issues that arise

Deliverable:

A. Monthly Progress Report B. Biweekly Teleconference calls with VAPAHCS Program Manager, including written summary of decisions made and actions identified, delivered no later than 3 business days after the calls

The Contractor shall hold up to weekly teleconferences/meetings as needed with each individual frontline improvement team utilizing the real-time feedback technology. These meetings shall be organized in a brief, high-yield and time-efficient manner in respect of the limited admin time available to frontline clinical staff at VAPAHCS. The necessary meeting frequency/cadence shall be determined by the VAPAHCS Program Manager and the VAPAHCS Staff lead for each individual frontline improvement team. Contractor will be responsible for providing meeting agendas beforehand, to include a project management grid with action items, assigned owners, due dates and current status.

Contractor will also be responsible for providing a written summary of the discussion taking place in all meetings, including a grid summarizing all action items identified and decisions made during the meeting. VAPAHCS Program Manager reserves the right to stipulate specific formats for written summaries and/or project management grids, as well as adjust these formats over the life of the contract to best meet the needs of VAPAHCS

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.1.1 ONE-VA TECHNICAL REFERENCE MODEL

The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OI&T Technical Reference Model (One-VA TRM). One-VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications.

One-VA TRM includes the Standards Profile and Product List that collectively serves as a VA technology roadmap. Architecture, Strategy, and Design (ASD) has overall responsibility for the One-VA TRM.

6.1.2 TRUSTED INTERNET CONNECTION (TIC)

The Contractor solution shall meet the requirements outlined in Office of Management and Budget Memorandum M08-05 mandating Trusted Internet Connections (TIC) (https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy 2008/m08-05.pdf), M08-23 mandating Domain Name System Security (NSSEC) (https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy 2008/m08-23.pdf), and shall comply with the Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.0 https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf.

6.1.3 STANDARD COMPUTER CONFIGURATION

The Contractor IT end user solution that is developed for use on standard VA computers shall be compatible with and be supported on the standard VA operating system, currently Windows 7 (64bit), Internet Explorer 11 and Microsoft Office 2010. In preparation for the future VA standard configuration update, end user solutions shall also be compatible with Office 365 ProPlus and Windows 10. However, Office 365 ProPlus and Windows 10 are not the VA standard yet and are currently approved for limited use during their rollout, we are in-process of this rollout and making them the standard by OI&T. Upon the release approval of Office 365 ProPlus and Windows 10 individually as the VA standard, Office 365 ProPlus and Windows 10 will supersede Office 2010 and Windows 7 respectively. Applications delivered to the VA and intended to be deployed to Windows 7 workstations shall be delivered as a signed .msi package with switches for silent and unattended installation and updates shall be delivered in signed .msp file formats for easy deployment using System Center Configuration Manager (SCCM) VA’s https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-05.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-05.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-23.pdf https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/omb/memoranda/fy2008/m08-23.pdf https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf https://s3.amazonaws.com/sitesusa/wp-content/uploads/sites/482/2015/04/TIC_Ref_Arch_v2-0_2013.pdf current desktop application deployment tool. Signing of the software code shall be through a vendor provided certificate that is trusted by the VA using a code signing authority such as Verizon/Cybertrust or Symantec/VeriSign. The Contractor shall also ensure and certify that their solution functions as expected when used from a standard VA computer, with non-admin, standard user rights that have been configured using the United States Government Configuration Baseline (USGCB) and Defense Information Systems Agency (DISA) Secure Technical Implementation Guide (STIG) specific to the particular client operating system being used.

6.1.4 VETERAN FOCUSED INTEGRATION PROCESS (VIP)

The Contractor shall support VA efforts IAW the Veteran Focused Integration Process (VIP). VIP is a Lean-Agile framework that services the interest of Veterans through the efficient streamlining of activities that occur within the enterprise. The VIP Guide can be found at https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371. The VIP framework creates an environment delivering more frequent releases through a deeper application of Agile practices. In parallel with a single integrated release process, VIP will increase cross-organizational and business stakeholder engagement, provide greater visibility into projects, increase Agile adoption and institute a predictive delivery cadence.

VIP is now the single authoritative process that IT projects must follow to ensure development and delivery of IT products

6.1.5 PROCESS ASSETT LIBRARY (PAL)

The Contractor shall utilize PAL, the OI&T-wide process management tool that assists in the execution of an IT project (including adherence to VIP standards). PAL serves as an authoritative and informative repository of searchable processes, activities or tasks, roles, artifacts, tools and applicable standards or guides to assist project teams in facilitating their VIP compliant work.

6.2 SECURITY AND PRIVACY REQUIREMENTS

It has been determined that protected health information may be disclosed or accessed and a signed Business Associate Agreement (BAA) shall be required. The Contractor shall adhere to the requirements set forth within the BAA, referenced in Section D of the contract, and shall comply with VA Directive 6066.

6.2.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

The PDT Tool is located at the following US Office of Personnel Management Website:

https://www.opm.gov/investigations/suitability-executive-agent/position-designation-tool/) https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.opm.gov/investigations/suitability-executive-agent/position-designation-tool/

6.2.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

Contractor Responsibilities:

a. The Contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.

b. Within 3 business days after award, the Contractor shall provide a roster of Contractor and Subcontractor employees to the COR to begin their background investigations in accordance with the PAL template artifact. The Contractor Staff Roster shall contain the Contractor’s Full Name, Date of Birth, Place of Birth, individual background investigation level requirement (based upon Section 6.2 Tasks), etc. The Contractor shall submit full Social Security Numbers either within the Contractor Staff Roster or under separate cover to the COR. The Contractor Staff Roster shall be updated and provided to VA within 1 day of any changes in employee status, training certification completion status, Background Investigation level status, additions/removal of employees, etc. throughout the Period of Performance. The Contractor Staff Roster shall remain a historical document indicating all past information and the Contractor shall indicate in the Comment field, employees no longer supporting this contract. The preferred method to send the Contractor Staff Roster or Social Security Number is by encrypted e-mail. If unable to send encrypted e-mail, other methods which comply with FIPS 140-2 are to encrypt the file, use a secure fax, or use a traceable mail service.

c. The Contractor should coordinate with the location of the nearest VA fingerprinting office through the COR. Only electronic fingerprints are authorized. The Contractor shall bring their completed Security and Investigations Center (SIC) Fingerprint request form with them (see paragraph d.4. below) when getting fingerprints taken.

d. The Contractor shall ensure the following required forms are submitted to the COR within 5 days after contract award:

1) Optional Form 306

2) Self-Certification of Continuous Service

3) VA Form 0710

4) Completed SIC Fingerprint Request Form

e. The Contractor personnel shall submit all required information related to their background investigations (completion of the investigation documents (SF85, SF85P, or SF 86) utilizing the Office of Personnel Management’s (OPM) Electronic Questionnaire for Investigations Processing (e-QIP) after receiving an email notification from the Security and Investigation Center (SIC).

f. The Contractor employee shall certify and release the e-QIP document, print and sign the signature pages, and send them encrypted to the COR for electronic submission to the SIC. These documents shall be submitted to the COR within 3 business days of receipt of the e-QIP notification email. (Note:

OPM is moving towards a “click to sign” process. If click to sign is used, the Contractor employee should notify the COR within 3 business days that documents were signed via e-QIP).

g. The Contractor shall be responsible for the actions of all personnel provided to work for VA under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident.

h. A Contractor may be granted unescorted access to VA facilities and/or access to VA Information Technology resources (network and/or protected data) with a favorably adjudicated Special Agreement Check (SAC), completed training delineated in VA Handbook 6500.6 (Appendix C, Section 9), signed “Contractor Rules of Behavior”, and with a valid, operational PIV credential for PIV-only logical access to VA’s network. A PIV card credential can be issued once your SAC has been favorably adjudicated and your background investigation has been scheduled by OPM. However, the Contractor will be responsible for the actions of the Contractor personnel they provide to perform work for VA. The investigative history for Contractor personnel working under this contract must be maintained in the database of OPM.

i. The Contractor, when notified of an unfavorably adjudicated background investigation on a Contractor employee as determined by the Government, shall withdraw the employee from consideration in working under the contract.

j. Failure to comply with the Contractor personnel security investigative requirements may result in loss of physical and/or logical access to VA facilities and systems by Contractor and Subcontractor employees and/or termination of the contract for default.

k. Identity Credential Holders must follow all HSPD-12 policies and procedures as well as use and protect their assigned identity credentials in accordance with VA policies and procedures, displaying their badges at all times, and returning the identity credentials upon termination of their relationship with VA.

Deliverable:

A. Contractor Staff Roster

6.3 METHOD AND DISTRIBUTION OF DELIVERABLES

The Contractor shall deliver documentation in electronic format, unless otherwise directed in Section B of the solicitation/contract. Acceptable electronic media include:

MS Word 2000/2003/2007/2010, MS Excel 2000/2003/2007/2010, MS PowerPoint 2000/2003/2007/2010, MS Project 2000/2003/2007/2010, MS Access 2000/2003/2007/2010, MS Visio 2000/2002/2003/2007/2010, AutoCAD 2002/2004/2007/2010, and Adobe Postscript Data Format (PDF).

6.4 PERFORMANCE METRICS

The table below defines the Performance Standards and Acceptable Levels of Performance associated with this effort.

Performance Objective

Performance Standard Acceptable Levels of Performance

A. Technical / Quality of Product or Service

1. Demonstrates understanding of requirements

a. Vendor requires minimal reminders from VAPAHCS regarding requirements (e.g., communication to VENDOR pointing out requirements Vendor has either omitted or inadequately met as outlined in Performance Work Statement or Statement of Work). Minimal shall be defined as less than 3 reminders per contract year.

2. Efficient and effective in meeting requirements

a. Coaching and Project Management calls with frontline improvement teams routinely address all agenda items and finish within allotted time

3. Meets technical needs and mission requirements

a. WECARE Leadership Rounds alert system autogenerates email to relevant parties and can have status updated in system by email response

Satisfactory or higher

4. Provides quality services/products

a. Reports contain requested detail and level of analysis with minimal additional clarification from

VAPAHCS

program manager

B. Project Milestones and Schedule

1. Established milestones and project dates are met

2. Products completed, reviewed, delivered in accordance with the established schedule

3. Notifies customer in advance of potential problems

C. Cost & Staffing

1. Currency of expertise and staffing levels appropriate

a. Coaches/consulta nt have 10 years of experience working in performance management in health care and 18months of experience working with VA health systems

b. Vendor provides staffing continuity in regards to coaching/consulta nt in order to foster strong working relationships with Frontline Improvement Groups. Vendor should not change Coach(s) supporting an individual Frontline Improvement Group more than once during a given contract year unless explicitly granted by

VAPAHCS.

VAPAHCS must approve of all coaches (both initial coaches as well as any reassignments) prior to assignment.

Approval may consist of a resume review and phone interview

2. Personnel possess necessary knowledge, skills and abilities to perform tasks

a. Coaches/consulta nts have past experience providing project management for frontline improvement teams within the VA (Vendor to provide VAPAHCS with a list of VA medical centers previously serviced to this level. List to include sites, dates service performed, and a point of contact/reference for VAPAHCS to confirm with).

D. Management

1. Integration and coordination of all activities to execute effort

a. Reports, survey changes and data summaries delivered on time as stipulated in Scope of Work and Specific Tasks

The COR will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Contractor is performing the services required by this PWS in an acceptable level of performance. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion. A Performance Based Service Assessment will be used by the COR in accordance with the QASP to assess Contractor performance.

6.5 FACILITY/RESOURCE PROVISIONS

The Government will provide office space, telephone service and system access when authorized contract staff work at a Government location as required in order to accomplish the Tasks associated with this PWS. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis.

The Contractor shall request other Government documentation deemed pertinent to the work accomplishment directly from the Government officials with whom the Contractor has contact. The Contractor shall consider the COR as the final source for needed Government documentation when the Contractor fails to secure the documents by other means. The Contractor is expected to use common knowledge and resourcefulness in securing all other reference materials, standard industry publications, and related materials that are pertinent to the work.

VA may provide remote access to VA specific systems/network in accordance with VA Handbook 6500, which requires the use of a VA approved method to connect external equipment/systems to VA’s network. Citrix Access Gateway (CAG) is the current and only VA approved method for remote access users when using or manipulating VA information for official VA Business. VA permits CAG remote access through approved Personally Owned Equipment (POE) and Other Equipment (OE) provided the equipment meets all applicable 6500 Handbook requirements for POE/OE. All of the security controls required for Government furnished equipment (GFE) must be utilized in approved POE or OE. The Contractor shall provide proof to the COR for review and approval that their POE or OE meets the VA Handbook 6500 requirements and VA Handbook 6500.6 Appendix C, herein incorporated as Addendum B, before use. CAG authorized users shall not be permitted to copy, print or save any VA information accessed via CAG at any time. VA prohibits remote access to VA’s network from non- North Atlantic Treaty Organization (NATO) countries. The exception to this are countries where VA has approved operations established (e.g. Philippines and South Korea). Exceptions are determined by the COR in coordination with the Information Security Officer (ISO) and Privacy Officer (PO).

This remote access may provide access to VA specific software such as Veterans Health Information System and Technology Architecture (VistA), ClearQuest, PAL, Primavera, and Remedy, including appropriate seat management and user licenses, depending upon the level of access granted. The Contractor shall utilize government-provided software development and test accounts, document and requirements repositories, etc.

as required for the development, storage, maintenance and delivery of products within the scope of this effort. The Contractor shall not transmit, store or otherwise maintain sensitive data or products in Contractor systems (or media) within the VA firewall IAW VA Handbook 6500.6 dated March 12, 2010. All VA sensitive information shall be protected at all times in accordance with VA Handbook 6500, local security field office System Security Plans (SSP’s) and Authority to Operate (ATO)’s for all systems/LAN’s accessed while performing the tasks detailed in this PWS. The Contractor shall ensure all work is performed in countries deemed not to pose a significant security risk. For detailed Security and Privacy Requirements (additional requirements of the contract consolidated into an addendum for easy reference) refer to ADDENDUM A – ADDITIONAL VA REQUIREMENTS, CONSOLIDATED and ADDENDUM B - VA

INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE.

6.6 SHIPMENT OF HARDWARE OR EQUIPMENT

Inspection:…