36C10B19R0029-003.docx

36C10B19R0029

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:$38.5M

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

07-25-2019 Angel Santos, Contract Specialist 732-440-9647 08-01-2018

03:00 PM ET

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

X

511210

N/A

See Delivery Schedule

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

Department of Veterans Affairs Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971

See CONTINUATION Page Title: Nuance Dragon Medical Network Edition (DMNE) Maintenance Support

Period of performance: 12 months Base, with four three (3)-month Option Periods.

See Section B.4 for Price Schedule

Points of Contact:

Contract Specialist Angel Santos, Angel.Santos2@va.gov,732-440-9647

Contracting Officer David Sette, David.Sette@va.gov,732-440-9711

TBD

David J. Sette Contracting Officer

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR: TBD

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

3. INVOICES: Invoices shall be submitted in arrears:

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

5. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 GOVERNING LAW CLAUSE

Federal law and regulations, including the Federal Acquisition Regulations (FAR), shall govern this Contract. Commercial license agreements may be made a part of this Contract 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; 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, 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; 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. 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 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 must be made by contract modification (Standard Form 30) and shall only be effected by a warranted Contracting Officer. Nothing in this Contract or any commercial license agreement shall be construed as a waiver of sovereign immunity.

B.3 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 Contract.

(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).

1. 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.

1. 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, the Government will issue a separate contract for maintenance and support. Conversely, if a contract 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.

1. 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.

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 additional cost.

B.4 PRICE SCHEDULE

NOTE: Offerors are instructed to complete Section B.4 and submit with their quote.

The Offeror is cautioned that alterations to the line items as specified below may render quotes unacceptable. All questions shall be directed to the Contract Specialist, Angel Santos, Angel.Santos2@va.gov,732-440-9647, and Contracting Officer, David Sette, David.Sette@va.gov, 732-440-9711, prior to the closing date and time specified in the Request for Proposal (RFP).

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 12 months from date of award with four(4) three (3) month option periods.

The overall contract PoP shall not exceed 24 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

Period of Performance: September 17, 2019 to September 16, 2020

This Firm-Fixed Price (FFP) Contract Line Item Number (CLIN) includes all labor, materials, project management, and deliverables required for the successful completion of the services detailed in PWS Paragraphs 5.1, 6.2.2, , and inclusive of all subparagraphs.

*The cost of CLIN 0001 and associated deliverables shall be included in and allocated to CLIN 0002.

Draft due within 14 days after conclusion of the kickoff meeting. The final CPMP is due within seven (7) days after receiving the Government’s comments, then updated monthly thereafter.

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

shall be submitted IAW PWS paragraph 5.1.2

Due monthly by the first (1st) business day of the following month.

Due 10 calendar days after award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due 10 calendar days after award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due 10 calendar days after award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due no more than five (5) calendar days before the meeting.

shall be provided IAW PWS paragraph 5.1.4

Draft due five (5) calendar days before meeting. Final due five (5) calendar days after receipt of Government comments.

Due five (5) calendar days after meeting.

Due three (3) business days after award and updated and provided to VA within one (1) day of any changes in employee status.

This FFP CLIN includes all labor, materials, and deliverables required for the successful completion of the services as detailed in PWS paragraph 5.2 and subparagraphs.

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

Period of performance: September 17, 2019 to September 16, 2020

Due first (1st) business day of each month.

shall be provided IAW PWS paragraph 5.2.3

Due first (1st) business day of each calendar quarter.

Due first (1st) business day of each calendar quarter.

Due first (1st) business day of each month.

OPTION PERIOD 1

This three (3) month option period may be exercised in accordance with FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option period shall commence immediately after expiration of the Base Period.

This FFPCLIN includes all labor, materials, project management, and deliverables required for the successful completion of the services detailed in PWS Paragraphs 5.1, 6.2.2, , and inclusive of all subparagraphs.

*The cost of CLIN 1001, and associated deliverables, shall be included in and allocated to CLIN 1002.

Period of Performance: Three (3) months.

Draft due within 14 days of commencement of option period. The final CPMP is due within seven days after receiving the Government’s comments, then updated monthly thereafter.

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

Due monthly by the first (1st) business day of the following month.

Due 10 calendar days after award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due 10 calendar days after contract award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due 10 calendar days after contract award for each Contractor employee assigned to the contract, updated annually, and provide to VA within 10 calendar days of any changes in Contractor employee status.

Due three (3) business days after award and updated and provided to VA within one (1) day of any changes in employee status.

This FFP CLIN includes all labor, materials, and deliverables required for the successful completion of the services as detailed in PWS paragraph 5.2 and subparagraphs.

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

Period of Performance: Three (3) months.

Due first (1st) business day of each month.

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

shall be provided IAW PWS paragraph 5.2.3

Due first (1st) business day of each calendar quarter.

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

Due first (1st) business day of each calendar quarter.

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

Due first (1st) business day of each month.

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

OPTION PERIOD 2

This three (3) month option period may be exercised in accordance with FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option period shall commence immediately after expiration of the Option Period 1.

This FFPCLIN includes all labor, materials, project management, and deliverables required for the successful completion of the services detailed in PWS Paragraphs 5.1, 6.2.2, and inclusive of all subparagraphs.

If exercised, the deliverables at SLINs 1001AA through 1001AF shall apply to this option period.

*The cost of CLIN 2001 shall be included in and allocated to CLIN 2002.

Period of Performance: Three (3) Months.

This FFP CLIN includes all labor, materials, and deliverables required for the successful completion of the services as detailed in PWS paragraph 5.2 and subparagraphs.

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

If exercised, the deliverables at SLINs 1002AA through 1002AD shall apply to this option period.

Period of Performance: Three (3) Months.

OPTION PERIOD 3

This three (3) month option period may be exercised in accordance with FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option period shall commence immediately after expiration of the Option Period 2.

This FFPCLIN includes all labor, materials, project management, travel, and deliverables required for the successful completion of the services detailed in PWS Paragraphs 5.1, 6.2.2, and inclusive of all subparagraphs.

If exercised, the deliverables at SLINs 1001AA through 1001AF shall apply to this option period.

*The cost of CLIN 3001 shall be included in and allocated to 3002.

Period of Performance: Three (3) Months.

This FFP CLIN includes all labor, materials, and deliverables required for the successful completion of the services as detailed in PWS paragraph 5.2 and subparagraphs.

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

If exercised, the deliverables at SLINs 1002AA through 1002AD shall apply to this option period.

Period of Performance: Three (3) Months.

OPTION PERIOD 4

This three (3) month option period may be exercised in accordance with FAR 52.217-9 Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option period shall commence immediately after expiration of the Option Period 3.

This FFPCLIN includes all labor, materials, project managementand deliverables required for the successful completion of the services detailed in PWS Paragraphs 5.1, 6.2.2, and inclusive of all subparagraphs.

If exercised, the deliverables at SLINs 1001AA through 1001AF shall apply to this option period.

*The cost of CLIN 4001 shall be included in and allocated to CLIN 4002.

Period of Performance: Three (3) Months.

This FFP CLIN includes all labor, materials, and deliverables required for the successful completion of the services as detailed in PWS paragraph 5.2 and subparagraphs.

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

If exercised, the deliverables at SLINs 1002AA through 1002AD shall apply to this option period.

Period of Performance: Three (3) Months.

B.5 PERFORMANCE WORK STATEMENT

Page 1 of

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology Transition Release Support

Nuance Dragon Medical Network Edition (DMNE) Maintenance Support

Date: July 16, 2019

TAC-19-55396

PWS Version Number: 2.0

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), Enterprise Program Management Office’s (EPMO) Transition, Release, and Support (TRS) division 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.

A central goal of VA is to ensure the highest level of patient care to our nation’s Veterans. A keystone to quality patient care is accurate, timely and complete medical documentation. The majority of clinical documentation in the VHA resides in the Computerized Patient Record System (CPRS); the VA’s highly regarded electronic health record (EHR). There are a variety of methods of medical documentation entry including manual entry, third-party transcription, and limited usage of speech recognition software. Currently, the primary speech recognition software used by non-radiologists is Nuance’s Dragon Medical.

VHA currently owns licenses for Nuance Dragon Medical Network Edition (DMNE) Enterprise-wide Speech Recognition (EWSR). VHA holds DMNE perpetual unlimited licenses, including a variety of versions (i.e., Versions 6.10.x – 10.1.x,), and DMNE is used by approximately 7,500 users. Current hardware supports unlimited users for DMNE. From this point on in this PWS, DMNE will be referred to as DMNE.

To ensure continuation of quality patient care, VHA seeks to maintain and support the Medical-Specific Enterprise-wide Front-End Speech Recognition System for non-Radiology applications. Optimizing an enterprise-wide system improves productivity and user satisfaction of clinicians, reduces cost of transcription, improves accuracy and quality of medical documentation, and ultimately enhances patient-centered care. This system helps with sharing best practices, achieving operational efficiencies, and leveraging economies of scale.

2.0 APPLICABLE DOCUMENTS

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

3.0 SCOPE OF WORK

The Contractor shall provide project management, software maintenance, and customer service support for the DMNE software. The Contractor shall not be responsible for buying cloud capacity (credits) for this contract. VA will furnish all VAEC capacity through Cloud Solution Provider (CSP) credits in VAEC.

The period of performance (PoP) shall be for one (1) 12-month base period with four (4) 3-month option periods. The total period of performance shall not exceed 24 months.

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:

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:

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 that no travel will be required to perform the tasks required under this effort. Unless prior approved by COR.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

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.

Deliverable:

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 as well as reporting requirements specified in other PWS sections. 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. The Contractor shall notify VA of any issues that arise so that both parties are informed and up to date on these issues.

Deliverable:

The Contractor shall submit Talent Management System (TMS) training certificates of completion for VA Privacy and Information Security Awareness and Rules of Behavior and Health Insurance Portability and Accountability Act (HIPAA) training and provide signed copies of the Contractor Rules of Behavior in accordance with Section 9, Training, from Appendix C of the VA Handbook 6500.6, “Contract Security”.

Deliverables:

The Contractor shall conduct a technical kickoff meeting within 10 days after contract award. The Contractor shall present, for review and approval by the Government, the details of the intended approach to execute this contract. The Contractor shall discuss their project management processes for Schedule Management. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five calendar days prior to the meeting), and a copy of the presentation. The Contractor shall provide meeting minutes. The Contractor shall invite the Contracting Officer (CO), Contract Specialist (CS), COR, and the VA PM.

Deliverables:

VA has approximately 209 VA facilities with approximately 7,500 clinical users that use DMNE. DMNE is installed and operates on VA hardware severs located at VA facilities in Sacramento, Orlando, and Philadelphia, which VA supports. DMNE is also installed and operates on hardware servers in the VA Enterprise Cloud (VAEC).

5.2.1 CUSTOMER SERVICE

The Contractor shall provide 24/7/365 support to all licensed users and technical support personnel. In the event the help desk cannot resolve the user or technical support person’s inquiry, the Contractor shall respond with a resolution within two hours of the initial inquiry. The Contractor shall provide VA with a monthly user support summary report of helpdesk activity that includes all trouble tickets. The trouble tickets shall include the date and time of inquiry, the user’s name and facility, a summary of the inquiry, and a summary of the resolution, and any deviation from required response time and rationale.

Deliverable:

The Contractor shall provide DMNE software updates, patches, and new versions to Philadelphia, Sacramento, and VAEC. The Contractor shall install the software updates/upgrades/new versions on servers at VAEC and VA will install the updates/patches/versions on VA hardware at Philadelphia, Orlando, Sacramento and on users’ desktops, laptops, and tablets as appropriate. From here on, DMNE system will refer to VA hardware at Philadelphia, Orlando, Sacramento, and VAEC.

The Contractor shall provide a monthly Maintenance Schedule for maintaining the DMNE system in the Monthly Progress Report. The Contractor shall provide planned downtime and notify VA COR five (5) business days in advance when the DMNE system will be taken down for maintenance. The Contractor shall plan downtime for system upgrades to occur outside of normal business hours and maintenance shall take less than two hours per instance. If a system downtime requires more than two hours the Contractor shall notify VA COR to obtain concurrence in advance. In the case that an upgrade takes longer than the scheduled duration by 30 minutes, the Contractor shall notify VA COR via phone and email with a mitigation strategy to ensure continuity of services.

When Security Fixes for the DMNE system involve installing third party patches, such as for Microsoft OS or Adobe Acrobat, the Contractor shall provide written notice to VA that the patch has been validated as not affecting DMNE the systems within 10 business days. The Contractor shall apply the Security Fixes within 30 calendar days.

The Contractor shall notify VA COR of any errors or defects in the DMNE software known or made known to the Contractor from any source during this TO PoP that could cause the production of inaccurate or otherwise incorrect results. The Contractor shall initiate actions to remediate errors or defects within five business days of error or defect becoming known to the Contractor.

The Contractor shall provide information on DMNE planned maintenance, any third-party patches, and any error/defects in the Monthly Progress Report.

5.2.3 MONITOR PERFORMANCE AND REPORTING

The Contractor shall monitor and report on solution performance and recommend continuous improvements. The Contractor shall:

Deliverables:

If the government exercises any of the option periods, the Contractor shall perform the tasks and provide deliverables described in sections 5.1.1, 5.1.2, 5.1.3, 5.2, 5.2.1, 5.2.2., and 5.2.3.

The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OI&T Technical Reference Model (VA TRM). The 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. Moreover, the VA TRM, which includes the Standards Profile and Product List, serves as a technology roadmap and tool for supporting OI&T.