36C10B19Q0305-002.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. DUNS: DUNS+4:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 97

36C10B19Q0305 05-08-2019

05-14-2019

2PM EST

Department of Veterans Affairs

Technology Acquisition Center

23 Christopher Way

Eatontown NJ 07724

511210

$38.5 Million

X

N/A

X

See Delivery Schedule

Financial Services Center

PO Box 149971

Austin TX 78714-8971

See Section B.

Type of Contract: Firm Fixed Price (FFP)

Alternate POC: Asif Damji, 732-440-9674

Period of Performance: 30 months with two 12-month option periods.

Title: National Teleradiology Program Picture Archive and

Communication System Maintenance and Technical Support

See CONTINUATION Page

X X

Asif Damji

Contracting Officer

36C10B19Q0305

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 GOVERNING LAW

B.2 SOFTWARE LICENSE, MAINTENANCE AND TECHNICAL SUPPORT

B.3 CONTRACT ADMINISTRATION DATA

B.4 PRICE SCHEDULE

B.5 PERFORMANCE WORK STATEMENT (PWS)

SECTION C - CONTRACT CLAUSES

C.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.2 52.203-19 PROHIBITION ON REQUIRING CERTAIN INTERNAL

CONFIDENTIALITY AGREEMENTS OR STATEMENTS (JAN 2017)

C.3 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR INFORMATION

SYSTEMS (JUN 2016)

C.4 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL ITEMS (JAN 2019)

C.5 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

C.6 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.7 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS (NOV

2018)

C.8 VAAR 852.237-70 CONTRACTOR RESPONSIBILITIES (APR 1984)

C.9 VAAR 852.270-1 REPRESENTATIVES OF CONTRACTING OFFICERS (JAN 2008) . 73

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.2 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (JUL 2013)

E.3 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—COMMERCIAL

ITEMS (AUG 2018)

E.4 52.216-1 TYPE OF CONTRACT (APR 1984)

E.5 52.217-5 EVALUATION OF OPTIONS (JUL 1990)

E.6 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.7 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION

(OCT 2018)

E.8 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.9 SUBMISSION INSTRUCTIONS

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 GOVERNING LAW

Federal law and regulations, including the Federal Acquisition Regulations (FAR), shall govern this Contract/Order. Commercial license agreements may be made a part of this Contract/Order but only if both parties expressly make them an addendum hereto. If the commercial license agreement is not made an addendum, it shall not apply, govern, be a part of or have any effect whatsoever on the Contract/Order; this includes, but is not limited to, any agreement embedded in the computer software (clickwrap), any agreement that is otherwise delivered with or provided to the Government with the commercial computer software or documentation (shrinkwrap), or any other license agreement otherwise referred to in any document. If a commercial license agreement is made an addendum, only those provisions addressing data rights regarding the

Government’s use, duplication and disclosure of data (e.g., restricted computer software) are included and made a part of this Contract/Order, and only to the extent that those provisions are not duplicative or inconsistent with Federal law, Federal regulation, the incorporated FAR clauses and the provisions of this Contract/Order; those provisions in the commercial license agreement that do not address data rights regarding the Government’s use, duplication and disclosure of data shall not be included or made a part of the Contract/Order. Federal law and regulation including, without limitation, the Contract Disputes Act (41 U.S.C. § 7101 et seq.), the Anti-Deficiency Act (31 U.S.C. § 1341 et seq.), the Competition in Contracting Act (41

U.S.C. § 3301 et seq.), the Prompt Payment Act (31 U.S.C. §3901 et seq.), Contracts for Data

Processing or Maintenance (38 USC § 5725), and FAR clauses 52.212-4, 52.227-14, 52.227-19 shall supersede, control, and render ineffective any inconsistent, conflicting, or duplicative provision in any commercial license agreement. In the event of conflict between this Clause and any provision in the Contract/Order or the commercial license agreement or elsewhere, the terms of this Clause shall prevail. Claims of patent or copyright infringement brought against the

Government as a party shall be defended by the U.S. Department of Justice (DOJ). 28 U.S.C. §

516. At the discretion of DOJ, the Contractor may be allowed reasonable participation in the defense of the litigation. Any additional changes to the Contract/Order must be made by contract/order modification (Standard Form 30) and shall only be effected by a warranted

Contracting Officer. Nothing in this Contract/Order or any commercial license agreement shall be construed as a waiver of sovereign immunity.

B.2 SOFTWARE LICENSE, MAINTENANCE AND TECHNICAL

SUPPORT:

(1) Definitions.

(a) Licensee. The term “licensee” shall mean the U.S.

Department of Veterans Affairs (“VA”) and is synonymous with

“Government.”

(b) Licensor. The term “licensor” shall mean the contractor having the necessary license or ownership rights to deliver license, software maintenance and support of the computer software being acquired. The term “contractor” is the party identified in Block 17a on the SF1449. If the contractor is a reseller and not the Licensor, the contractor remains responsible for performance under this order.

(c) Software. The term “software” shall mean the licensed computer software product(s) cited in the Schedule of

Supplies/Services.

(d) Maintenance. The term “maintenance” is the process of enhancing and optimizing software, as well as remedying defects. It shall include all new fixes, patches, releases, updates, versions and upgrades, as further defined below.

(e) Technical Support. The term “technical support” refers to the range of services providing assistance for the software via the telephone, email, a website or otherwise.

(f) Release or Update. The term “release” or “update” are terms that refer to a revision of software that contains defect corrections, minor enhancements or improvements of the software’s functionality.

This is usually designated by a change in the number to the right of the decimal point (e.g., from Version 5.3 to 5.4). An example of an update is the addition of new hardware.

(g) Version or Upgrade. The term “version” or “upgrade” are terms that refer to a revision of software that contains new or improved functionality. This is usually designated by a change in the number to the left of the decimal point (e.g., from Version 5.4 to 6).

(2) Software License

(a) Unless otherwise stated in the Schedule of Supplies/Services, the Performance Work Statement or Product Description, the software license provided to the Government is a perpetual, nonexclusive license to use the software

(b) The Government may use the software in a networked environment.

(c) Any dispute regarding the license grant or usage limitations shall be resolved in accordance with the Disputes Clause incorporated in FAR 52.212-4(d).

(d) All limitations of software usage are expressly stated in the

Schedule of Supplies/Services and the Performance Work

Statement/Product Description.

(3) Software Maintenance and Technical Support

(a) If the Government desires to continue software maintenance and support beyond the period of performance identified in this contract or order, the Government will issue a separate contract or order for maintenance and support. Conversely, if a contract or order for continuing software maintenance and technical support is not received the contractor is neither authorized nor permitted to renew any of the previously furnished services.

(b) The contractor shall provide software support services, which includes periodic updates, enhancements and corrections to the software, and reasonable technical support, all of which are customarily provided by the contractor to its commercial customers so as to cause the software to perform according to its specifications, documentation or demonstrated claims.

(c) Any telephone support provided by contractor shall be at no additional cost.

(d) The contractor shall provide all maintenance services in a timely manner in accordance with the contractor’s customary practice or as defined in the Performance Work Statement/Product Description.

However, prolonged delay (exceeding 2 business days) in resolving software problems will be noted in the Government’s various past performance records on the contractor (e.g., www.ppirs.gov).

(e) If the Government allows the maintenance and support to lapse and subsequently wishes to reinstate it, any reinstatement fee charged shall not exceed the amounts that would have been charged if the

Government had not allowed the subscription to lapse.

(4) Disabling Software Code. The Government requires delivery of computer software that does not contain any code that will, upon the occurrence or the nonoccurrence of any event, disable the software.

Such code includes but is not limited to a computer virus, restrictive key, node lock, time-out or other function, whether implemented by electronic, mechanical, or other means, which limits or hinders the use or access to any computer software based on residency on a specific hardware configuration, frequency of duration of use, or other limiting criteria. If any such disabling code is present, the contractor agrees to indemnify the Government for all damages suffered as a result of a disabling caused by such code, and the contractor agrees to remove such code upon the Government’s request at no extra cost to the

Government. Inability of the contractor to remove the disabling software code will be considered an inexcusable delay and a material breach of contract, and the Government may exercise its right to terminate for cause. In addition, the Government is permitted to remove the code as it deems appropriate and charge the Contractor for consideration for the time and effort expended in removing the code.

(5) Manuals and Publications. Upon Government request, the contractor shall furnish the most current version of the user manual and publications for all products/services provided under this contract or order at no cost.

http://www.ppirs.gov/

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: TBD

b. GOVERNMENT: Contracting Officer 36C10B Asif Damji

Department of Veterans Affairs

Technology Acquisition Center

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X In accordance with Section B.4, Price Schedule]

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

Department of Veterans Affairs

Technology Acquisition Center

Financial Services Center

PO Box 149971

Austin TX 78714-8971

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the

Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.4 PRICE SCHEDULE

All deliverables will be destination inspection, acceptance and F.O.B.

Inspection/Acceptance: Destination

All electronic deliverables shall be submitted to the Department of Veterans Affairs Project

Manager and Contracting Officer’s Representative.

The period of performance (PoP) shall be 30 months from date of award with two 12- month option periods.

The overall contract PoP shall not exceed 54 months.

Days used in the table below refer to calendar days unless otherwise stated. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government work day after the weekend or holiday.

Base Period

The Base Period of Performance (PoP) shall be 30 months.

CLIN DESCRIPTION QTY UNIT

UNIT

PRICE

TOTAL

PRICE

0001 Project Management in accordance with

(IAW) paragraph 5.1, inclusive of all subparagraphs, and 6.2.2 of the

Performance Work Statement (PWS).

This Firm-Fixed Price (FFP) Contract Line

Item Number (CLIN) includes all travel, labor and deliverables required for the successful completion of services detailed in PWS paragraph 5.1, inclusive of all subparagraphs, and 6.2.2.

The price of this CLIN shall be allocated to

CLIN 0002.

30 MO NSP NSP

0002 Veterans Health Administration (VHA)

National Teleradiology Program (NTP)

Picture Archiving and Communication

System (PACS) Upgrade IAW paragraph

5.2, inclusive of all subparagraphs of the

PWS.

This FFP CLIN includes all travel, labor, materials, and deliverables required for the successful completion of the requirements detailed in PWS paragraphs 5.2, inclusive of all subparagraphs.

Invoices may be submitted upon successful completion and Government approval of SLINs 0002AA-0002AC in accordance with the following:

20% of the total of this CLIN shall be payable upon approval of invoice following successful completion of Phase

1 Source Code Review (SLIN 0002AA).

50% of the total of this CLIN shall be payable upon approval of invoice following successful completion of Phase

2 Plan (SLIN 0002AB).

Final 30% of the total of this CLIN progress payment shall be payable upon approval of invoice following successful completion of Phase 3 Plan (SLIN

0002AC).

1 LO $ $

0002AA Phase 1 IAW PWS paragraph 5.2.2

Due three months after contract award.

Government approval of invoices for payment shall be subject to successful completion of task requirements and associated deliverables required by the

The price of this SLIN shall be allocated to

1 LO NSP NSP

0002AB Phase 2 IAW PWS paragraph 5.2.3

Due 21 months after contract award.

completion of task requirements and

0002AC Phase 3 IAW PWS paragraph 5.2.4

Due no later than 28 months after contract award.

completion of task requirements and

1 LO NSP NSP

0003 Deliverables IAW PWS paragraphs 5.1 through 5.2, inclusive of subparagraphs and

6.2.2.

The price of SLINs 0003AA-0003AF shall be allocated to CLIN 0002.

0003AA

Contractor Project Management Plan

(CPMP) IAW paragraph 5.1.1 of the PWS.

Due 30 days after award of the contract and updated monthly thereafter throughout the

PoP.

1 LO NSP NSP

0003AB Monthly Progress Report IAW PWS

Paragraph 5.1.2

Due monthly throughout the PoP.

0003AC Identified Applications Report and Project

Plan IAW PWS Paragraph 5.2.2

Due within 30 days after contract award .

1 EA NSP NSP

0003AD Phase 2 Plan IAW PWS Paragraph 5.2.3

Due at the conclusion of Phase 1.

0003AE Phase 3 Plan IAW PWS Paragraph 5.2.4

Due at the conclusion of Phase 2.

0003AF Contractor Staff Roster IAW PWS paragraph 6.2.2

Due within five days of contract award .

Base Year Total $

Option Year One

This 12-month option may be exercised in accordance with FAR 52.217-9, Option to Extend the Term on the

Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the

Contracting Officer. If exercised, Option year One shall begin immediately after expiration of the Base Year.

CLIN DESCRIPTION QTY UNIT

UNIT

PRICE

TOTAL

PRICE

VHA NTP PACS Hardware and Software

Support IAW paragraphs 5.3, inclusive of subparagraphs 5.3.1 through 5.3.4 and 5.3.6 of the PWS.

The Contractor shall provide maintenance, software support, partial hardware support and ongoing system/application sustainment, help desk support, and preventative maintenance support for the existing NTP PACS.

materials, project management and deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3, inclusive of subparagraphs 5.3.1 through 5.3.4 and 5.3.6 of the PWS.

*The unit price shall equal the monthly unit price for uptime performance of 99.9% and above.

IAW Section 5.3.6 of the PWS please complete the chart below with your proposal to include discounted monthly pricing in the event of system uptime lower than 99.9%:

Uptime

Performance Discount Total

99.9%< = * 0% *$

99.8%<x<99.9

% 5% $

12 MO $ $

99.6%<x<99.8

% 10% $

99.4%<x<99.6

% 15% $

99.0%<x<99.4

% 20% $

Less than

99.0% 25% $ completion of task requirements and

1002 Training IAW PWS paragraphs 5.3.5 inclusive of all subparagraphs.

SLINs 1002AA-1002AE, as applicable.

12 MO NSP NSP

1002AA Manhattan (1 day) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 A. Manhattan

1 EA $ $

1002AB Durham (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 B. Durham

1002AC San Bruno (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 C. San Bruno

1002AD Menlo Park (3 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 D. Menlo Park

1002AE Honolulu (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 E. Honolulu

1 EA $ $

1003 Deliverables IAW PWS paragraphs 5.1 through 5.3, inclusive of subparagraphs and

The price of SLINs 1003AA-1003AD shall be allocated to CLIN 1001.

1003AA CPMP IAW paragraph 5.1.1 of the PWS.

Due 30 days after commencement of option and updated monthly thereafter throughout the PoP.

1003AB Monthly Progress Report IAW PWS

Due monthly throughout the period of performance.

1003AC Contractor Staff Roster IAW PWS

Due within five days of commencement of option.

1 EA NSP NSP

1003AD Monthly Downtime Report IAW PWS

Paragraph 5.3.4

Option Year One Total $

Option Year Two

This 12-month option may be exercised in accordance with FAR 52.217-9, Option to Extend the Term on the

Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the

Contracting Officer. If exercised, Option Year Two shall begin immediately after expiration of the Option

Year One.

CLIN DESCRIPTION QTY UNIT

UNIT

PRICE

TOTAL

PRICE

VHA NTP Continued Hardware and

Software Support IAW paragraph 5.4 of the

The Contractor shall provide maintenance, software support, partial hardware support and ongoing system/application sustainment/development for the existing

NTP PACS.

deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3, inclusive of subparagraphs 5.3.1 through 5.3.4 and 5.3.6 of the PWS.

*The unit price shall equal the monthly unit price for uptime performance of 99.9% and above.

IAW Section 5.3.6 of the PWS please complete the chart below with your proposal to include discounted monthly pricing in the event of system uptime lower than 99.9%:

Uptime

Performance Discount Total

99.9%< = * 0% *$

99.8%<x<99.9

% 5% $

99.6%<x<99.8

% 10% $

99.4%<x<99.6

% 15% $

99.0%<x<99.4

% 20% $

Less than

99.0% 25% $ completion of task requirements and

12 MO $ $

2002 Training IAW PD paragraphs 5.3.5 inclusive of all subparagraphs.

SLINs 2002AA-2002AE.

2002AA Manhattan (1 day) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 A. Manhattan

2002AB Durham (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 B. Durham

2002AC San Bruno (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 C. San Bruno

2002AD Menlo Park (3 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 D. Menlo Park

2002AE Honolulu (2 days) deliverables required for the successful completion of the requirements detailed in

PWS paragraph 5.3.5 E. Honolulu

1 EA $ $

2003 Deliverables IAW PWS paragraphs 5.1 through 5.3, inclusive of subparagraphs and

The price of SLINs 2003AA-2003AD shall be allocated to CLIN 2001.

2003AA CPMP IAW paragraph 5.1.1 of the PWS.

Due 30 days after commencement of option and updated monthly thereafter throughout the PoP.

2003AB Monthly Progress Report IAW PWS

2004AC Contractor Staff Roster IAW PWS

Due within five days of commencement of option.

1 EA NSP NSP

2003AD Monthly Downtime Report IAW PWS

Paragraph 5.3.4

Option Year Two Total $

TOTAL BASE PERIOD + OPTION YEAR ONE + OPTION YEAR TWO $

B.5 PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Veterans Health Administration

National Teleradiology Program (NTP)

National Teleradiology Program Picture Archiving and Communication System (PACS) Upgrade

Date: February 19, 2019

TAC-19-54554

Product Description Version Number: 1.3

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Veteran Health Administration (VHA)

National Teleradiology Program (NTP) is to provide benefits and services to Veterans of the

United States. In meeting these goals, VHA 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.

VHA NTP is the Department of Veterans Affairs’ (VA) in-house Teleradiology service and has been providing 24x7 Teleradiology service to VA facilities since 2010. NTP is currently supporting over 105 sites across all 21 VISNs and is projected to reach 1 million annual studies by 2020 with approximately 75% of the volume being stat interpretations. NTP presently staffs

5 Reading Centers across the country (Manhattan, NY; Durham, NC; San Bruno, CA; Menlo

Park, CA; and Honolulu, HI) with the potential to add additional Reading Centers as workload expands. Currently NTP has ~100 PACS workstations distributed across the 5 Reading Centers.

NTP’s central Teleradiology PACS archive and application servers are located in the Sacramento

Data Center and include a fully integrated voice recognition system via an Application Program

Interface (API) to Powerscribe 360. The Picture Archiving and Communication System (PACS) also consists of 4 Regional Digital Imaging and Communications in Medicine (DICOM) and

Health Level 7 (HL7) Regional Data Centers located in Philadelphia, Little Rock, Cleveland and

Denver. The Regional Data Centers manage the acquisition of images from our customer’s

PACS (either via direct export or via PACS initiated query/retrieve) and forward the image data on to Sacramento for distribution to the Reading Centers via smart worklist routing.

Additionally, each Reading Center has local image cache servers on a GB network for Local

Area Network (LAN) level image display performance.

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, 1998

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, 2011

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, 2016

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 http://www.va.gov/vapubs/ http://www.va.gov/vapubs http://www.va.gov/vapubs 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

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, 2011

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

50. NIST SP 800-157, Guidelines for Derived PIV Credentials, December 2014

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, 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

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, 2005

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, 2001

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

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

3.0 SCOPE OF WORK

The Contractor shall provide maintenance and technical support for the PACS platform to upgrade NTP’s existing system along with subsequent system maintenance and support after completion of the upgrade. Maintenance would include the repair and replacement of hardware as needed for the system to remain operable after the upgrade is completed. Technical support would involve upgrading the NTP PACS from IntelePACS version 4.9 and migrating all NTP

PACS specific applications from IntelePACS version 4.9 to 4.16 or newer. IntelePACS version

4.9, upon which VA NTP’s relies on for its PACS will reach end of life at the end of 2021. The upgraded IntelePACS version 4.16 will be installed on the existing NTP infrastructure and, as a component of the upgrade process, the Contractor will be required to upgrade the PACS server operating system (OS) to a version that is compatible with the PACS application. VA currently utilizes the Linux OS on all NTP PACS servers from RedHat Enterprise License (REHL) 6.x.

https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 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

Upon upgrading to IntelePACS version 4.16 or newer, all NTP PACS servers will need to upgrade in tandem in order to ensure a seamless transition. The current recommended OS for an

IntelePACS upgrade/deployment is RHEL version 8. The entire upgrade to include the

IntelePACS upgrade and subsequent OS upgrade is projected to take between 28-36 months. The extensive timeline is required due to the time and effort required to complete the upgrade. A complete preliminary analysis of NTPs components must be performed to determine which can be transferred to version 4.16 and which require additional coding to achieve compatibility.

Following analysis and upgrade of the components, validation and testing must be performed in a manner that ensures no disruption to the system’s performance and to ensure that it remains in continuous operation. To accomplish this, the system upgrade will have to be performed outside of critical operating hours and must be very closely coordinated with NTP’s clinical operations, which adds to the timeline. This requirement shall also include two years of post-upgrade support which includes furnishing all necessary replacement hardware or hardware components, software, software updates, ongoing software development for the PACS system and assignment engine optimization and technical support services required to maintain the NTP PACS and all associated components at a minimum 99.9% uptime. No new software is being procured under this proposed action, and no new hardware will be procured other than Service/Support hardware components that may be needed for routine maintenance of the system as part of normal use and wear. .

Once the PACS software and operating system upgrade is complete, the Contractor shall also provide subsequent system hardware and software maintenance and support as well as ongoing system/application sustainment for the NTP PACS.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The Period of Performance (PoP) shall be 30 months from date of award with two (2) 12-month option periods.

4.2 PLACE OF PERFORMANCE

Tasks under this PWS shall be performed at Contractor facilities. The Contractor shall identify the Contractor’s place of performance in their Task Execution Plan submission.

4.3 TRAVEL

The Government anticipates travel under this effort to perform the tasks associated with the effort, as well as to attend program-related meetings or conferences 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

1. Anticipated location is below, the trip is estimated at 3 days in duration:

1. Sacramento Data Center

1100 North Market Blvd

Sacramento, CA 95834

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT

5.1.1 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. 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.

The Contractor shall hold a technical kickoff meeting within ten (10) days after Contract award.

The Contractor shall present, for review and approval by the Government, the details of the intended delivery approach and project schedule. The Contractor shall specify dates, locations

(can be virtual), agenda (shall be provided to all attendees at least five (5) calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three (3) calendar days after the meeting). The Contractor shall invite the Contracting Officer (CO), Contract

Specialist (CO), Contracting Officer’s Representative (COR), and the VA Program Manager

(PM). At the kickoff meeting, the Contractor shall present a draft CPMP and Schedule to track the testing and delivery and report monthly to the Project Manager.

Deliverable:

A. Contractor Project Management Plan

5.1.2 REPORTING REQUIREMENTS

The Contractor shall provide the COR with Monthly Progress Reports in electronic form in

Microsoft Word and Project 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 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 report shall also include an itemized list of all Electronic and Information Technology (EIT) deliverables and their current Section 508 conformance status. 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.

A. Monthly Progress Report

5.2 NTP PACS UPGRADE

The Contractor shall upgrade the NTP PACS from IntelePACS version 4.9, which will be end of life at the end of 2021 and migrate all NTP PACS specific applications from version 4.9 to 4.16 or newer. As

REHL 6.x will reach end of life on Nov 30, 2020, the Contractor shall also upgrade the operating system on all NTP PACS servers from RedHat Enterprise License (REHL) 6.x to the latest release of RHEL that has been validated with IntelePACS and will implement all necessary custom configuration in the operating system setup to ensure optimal functioning of the PACS. The NTP PACS must remain in continuous 24x7 operation throughout every stage of this upgrade.

5.2.1 VA FACILITIES

The Contractor shall perform the NTP PACS upgrade at the Core PACS – Sacramento Data

Center as well as at the 5 Reading Centers and 4 Regional Data Centers. Each of the locations are detailed below.

1. Core PACS – Sacramento Data Center

A. Sacramento Data Center

1100 North Market Blvd

Sacramento, CA 95834

2. Reading Centers

A. Manhattan Reading Center

423 E 23rd street

New York, NY 10010

B. Menlo Park Reading Center

795 Willow Rd, Bldg 334

Menlo Park, CA 94025

C. San Bruno Reading Center

1001 Sneath Lane, Suite 100

San Bruno, CA 94066

D. Honolulu Reading Center

500 Ala Moana Blvd

Bldg 7 Suite 405

Honolulu, HI 96813

E. Durham Reading Center

3022 Croasdaile Dr., Suite 101

Durham, NC 27705

3. Regional Data Centers (Ingest Servers)

A. Philadelphia Information Technology Center

5000 Wissahickon Avenue

Philadelphia, PA 19144

B. Little Rock Data Center

2200 Fort Roots Drive Building 182

North Little Rock, AR 72114

C. Denver Data Center

393 Inverness Parkway

Englewood, CO 80112

D. Cleveland Data Center

10701 East Blvd

Cleveland, OH 44106

5.2.2 PHASE 1

The Contractor shall perform a full source code review to identify IntelePACS version 4.9 operating system dependencies for REHL 6.x to 8.x conversion. The Contractor shall also perform a full source code review to identify IntelePACS version 4.9 dependencies on infrastructure components:

a. Java

b. Apache

c. Tomcat

d. Tigase

e. J2C streaming

The Contractor shall perform a Full source code review to identify IntelePACS version 4.9 conflicts with target version (4.16 or later).

The Contractor shall provide an Identified Applications Report which shall include a list of each identified application with a 4.9 to 4.16 migration dependency. The Contractor shall also provide a Project Plan that shall detail the plan and schedule for the NTP PACS upgrade.

Deliverable:

A. Identified Applications Report

B. Project Plan

5.2.3 PHASE 2

The Contractor shall:

1. Correct IntelePACS version 4.9 operating system dependencies for REHL 6.x to 8.x conversion, validate functionality and deploy into test PACS instance.

2. Correct IntelePACS version 4.9 dependencies on infrastructure components, validate functionality and deploy into test PACS instance:

a. Java

b. Apache

c. Tomcat

d. Tigase

e. J2C streaming

3. Correct IntelePACS version 4.9 conflicts with target version (4.16 or later), validate functionality and deploy into test PACS instance at the Sacramento Data Center.

4. Deploy Operating System (OS), database and IntelePACS version updates onto Peer

Review PACS, test and validate full functionality at the Sacramento Data Center.

5. Provide a Phase 2 Plan that shall include an upgrade, implementation and testing/validation plan for peer review and test PACS.

A. Phase 2 Plan

5.2.4 PHASE 3

The Contractor shall deploy the updated operating system, database and IntelePACS version updates onto production PACS at the Sacramento Data Center, all Regional Data Centers and all

Reading Centers. The Contractor shall also test and validate full functionality at all locations.

The Contractor shall also provide a Phase 3 Plan that shall include an upgrade, implementation and testing/validation plan for production PACS.

A. Phase 3 Plan

5.3 OPTION YEAR 1 - HARDWARE AND SOFTWARE SUPPORT

If exercised, tasks and deliverables at PWS 5.1, inclusive of subparagraphs shall apply.

The Contractor shall provide maintenance, software support, partial hardware support and ongoing system/application sustainment for the NTP PACS which has an annual study capacity

(cases read by NTP) of up to 1.1 million studies (1 million studies plus a 10% buffer).

The Contractor shall provide post upgrade hardware and software support to the overall system and shall also include the integrated Powerscribe 360 system, DICOM and HL7 components.

The service/support scope of work will be a continuation of contract 36C10B19C0016 which concludes December 16, 2021.

The Contractor shall furnish all necessary replacement hardware or hardware components, software, software updates, upgrades, ongoing software development for PACS system and assignment engine optimization and technical support services required to maintain the NTP

PACS and all associated components at a minimum 99.9% uptime. Contractor must have Food and Drug Administration (FDA) 510K certification to provide ongoing software updates and upgrades for the previously developed NTP PACS application, IntelePACS. The Contractor shall also provide all PACS and voice recognition software updates and upgrades throughout the period of performance.

The Contractor shall provide ongoing HL7 support to existing VA NTP sites for link/message troubleshooting/resolution, configuration support for HL7 version conversions across all NTP sites, HL7 activations for new facilities, VistA IP changes, and site-specific mapping for NTP configuration up to a system capacity of 1.1 million interpreted studies per year. HL7 support will include the aforementioned tasks for up to 140 distinct links from individual or consolidated facilities and includes mapping/normalizing the data elements and HL7 fields for each link to ensure that incoming orders and reports from facilities are standardized in their presentation for input into the PACS and Powerscribe and transmission of reports and addendums back to the sites. Additionally, the Contractor will be required to provide link support and mapping for new

HL7 feeds from sites as they convert to VA’s new Electronic Medical Record (EMR) from

Cerner.

Contractor shall also provide ongoing DICOM support to existing VA NTP sites for image transmission (store and query/retrieve) troubleshooting/resolution, configuration support for

PACS version/Contractor conversions across all NTP sites and DICOM activations for new facilities up to a system capacity of 1.1 million interpreted studies per year. Support to include sustainment of IntelePACS interface to VHA electronic medical record via Joint Legacy Viewer or successor technology, validation of DICOM conformance with image data sets, troubleshooting image transmission and display issues, duplicate study identification, patient data merges, and DICOM indexing of source PACS.

The Contractor shall provide both the software support for all components of the system at all above specified VA locations in Section 5.2.1 and the specified hardware support at Sacramento and Manhattan, whether they are the Original Equipment Manufacturer (OEM) or utilizing the system as a component to the comprehensive NTP IntelePACS solution.

5.3.1 HELPDESK SUPPORT

The Contractor shall maintain a support desk located in the Contractor’s facilities on duty and fully available for all support requests during normal business hours, from 3 AM to 9 PM Pacific

Standard Time, Monday through Friday, including federal holidays. Remote support shall be available within 5 minutes during the hours listed above and within 30 minutes 24 hours a day, 7 days per week, 365 days per year (24x7x365) outside of those normal business hours. The

Contractor shall provide on-site service if remote service fails.

On-site service at the Data Center for critical hardware failures shall be available within 4 hours from the time of initial contact by VA and confirmation of a hardware problem (via remote software diagnosis) by the Contractor or its local service provider, 24x7x365.