36C10B23Q0363 6 15 23.docx

36C10B23Q0363

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.

UEI:

EFT:

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. NOV 2021)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

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

36C10B23Q0363 06/16/2023 Mariam Ibrahim - Contract Specialist 848-377-52126 06-23-2023 13:00

ET

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

X

541512 $30 Million

N/A

See Delivery Schedule

36C10B Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

INFORMATION CONTROL MANAGEMENT CORPORATION

12321 MIDDLEBROOK RD STE 200

GERMANTOWN MD 20874

36C10A Department of Veterans Affairs Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971

Title: DynaMed Enterprise ASP Maintenance Support DynaMed Enterprise ASP Maintenance Support

This is a Request for Quote (RFQ)for DynaMed Enterprise ASP

Maintenance Support.

Period of Performance: 6-month base period with four-12 month

Option periods

Points of Contacts:

Contracting Officer, Brett Schwerin, Brett.Schwerin@va.gov

Contract Specialist: Mariam Ibrahim. Mariam.Ibrahim2@va.gov

See Continuation Pages

Brett Schwerin

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: INFORMATION CONTROL MANAGEMENT CORPORATION

12321 MIDDLEBROOK RD STE 200

GERMANTOWN MD 20874

b. GOVERNMENT: Contracting Officer 36C10B, Brett Schwerin Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724

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 Service Center PO Box 149971 Austin, TX 78714-8971

B.2 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, as permitted by FAR 12.212. 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. The Contractor shall deliver to the Government all data first produced under this Contract/Order with unlimited rights as defined by FAR 52.227-14. Claims of patent or copyright infringement brought against the Government as a party shall be defended by the U.S. Department of Justice (DOJ) in accordance with 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 modification (Standard Form 30) and shall only be made 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.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/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/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 or 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.cpars.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/Order at no cost.

B.4 PRICE SCHEDULE

NOTE: Offerors are instructed to complete Section B.4 and submit with their quote. Offerors are cautioned that alterations to the line items as specified below will not be accepted and will render quotes unacceptable. All questions shall be directed to the Contract Specialist, Mariam.Ibrahim2@va.gov, (848) 377-5126, prior to the closing date and time specified in the RFQ.

Inspection: Destination Acceptance: Destination Free on Board (FOB): Destination

BASE PERIOD (Period of Performance: July 1, 2023 - 12/31/2023)

TOTAL BASE PERIOD

OPTION PERIOD 1

This option may be exercised by the Government IAW 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 shall commence immediately after expiration of the base period.

Period of Performance: 12 months

TOTAL OPTION PERIOD 1

OPTION PERIOD 2

This option may be exercised by the Government IAW 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 shall commence immediately after expiration of Option Period 1.

TOTAL OPTION PERIOD 2

OPTION PERIOD 3

This option may be exercised by the Government IAW 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 shall commence immediately after expiration of Option Period 2.

TOTAL OPTION PERIOD 3

OPTION PERIOD 3

This option may be exercised by the Government IAW 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 shall commence immediately after expiration of Option Period 3.

TOTAL OPTION PERIOD 4

B.5 PERFORMANCE WORK STATEMENT

1.0 BACKGROUND

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Pharmacy Benefits Management (PBM) / Emergency Pharmacy Service (EPS) has a requirement to continue brand name DynaMed Enterprise ASP Maintenance support for the DynaMed EPS cache application. The DynaMed EPS cache application, which is licensed and the intellectual property of Information Control Management Corporation (ICMC), supports the PBM/EPS in ensuring VHA 1047 Directive - All-Hazards Emergency Cache Program is met. The VA established the All-Hazards Emergency Cache Program in 2002 following the 9/11 attacks to make drugs and medical supplies available for treatment of Veterans, VA employees, and civilians in the immediate aftermath of a local mass casualty event. Because these events can occur at any time, in any location, and with little or no warning, the All-Hazards Emergency Cache Program must always be ready for immediate deployment. The All-Hazards Emergency Cache Program stockpiles a standard supply of drugs and medical supplies at 145 VA medical facilities around the country. The PBM/EPS utilizes the DynaMed EPS cache application for managing the stockpiles of drugs and medical supplies at a central warehouse location in Hines, IL. Additionally, the PBM/EPS utilizes the DynaMed EPS cache application for documenting movement of drugs & medical supplies, site replenishment data, controlled substances audits, Shelf-Life Expiration Program (SLEP) database management, and inventory database management (product name, location, quantity, lot number, and expiration date). The DynaMed Enterprise ASP Maintenance support includes performing all updates, revisions, patches, quick fixes (known collectively as enterprise updates), and enhanced telephone support as related to the operation of the DynaMed EPS cache application. Additionally, the DynaMed Enterprise ASP Maintenance support remotely monitors the DynaMed EPS cache application and underlying hardware to ensure software availability. Finally, the DynaMed Enterprise ASP Maintenance support includes Internet Application Server Enterprise Edition support; DynaMed Application support; current OS Server environments (Linux) support; and hardware on-site maintenance and support.

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 2006

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

7. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

8. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

9. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, https://www.va.gov/vapubs/index.cfm

10. VA Handbook 0710, “Personnel Security and Suitability Program,” May 2, 2016, https://www.va.gov/vapubs/index.cfm

11. VA Directive and Handbook 6102, “Internet/Intranet Services,” August 5, 2019

12. 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017

13. Office of Management and Budget (OMB) Circular A-130, “Managing Federal Information as a Strategic Resource,” July 28, 2016

14. NIST SP 800-66 Rev. 1, “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule,” October 2008

15. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

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

17. VA Directive 6500, “VA Cybersecurity Program,” February 24, 2021

18. VA Handbook 6500, “Risk Management Framework for VA Information Systems VA Information Security Program,” February 24, 2021

19. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI),” March 12, 2019

20. VA Handbook 6500.5, “Incorporating Security and Privacy into the System Development Lifecycle,” March 22, 2010

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

22. VA Handbook 6500.8, “Information System Contingency Planning,” April 6, 2011

23. VA Handbook 6500.10, “Mobile Device Security Policy,” February 15, 2018

24. VA Handbook 6500.11, “VA Firewall Configuration,” August 22, 2017

25. OIT 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

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

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

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

29. VA Handbook 6510, “VA Identity and Access Management,” January 15, 2016

30. VA Directive and Handbook 6513, “Secure External Connections,” October 12, 2017

31. VA Directive 6300, “Records and Information Management,” September 21, 2018

32. VA Handbook, 6300.1, “Records Management Procedures,“ March 24, 2010

33. NIST SP 800-37 Rev 2, “Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy,” December 2018

34. NIST SP 800-53 Rev. 5, “Security and Privacy Controls for Federal Information Systems and Organizations,” September 23, 2020 (includes updates as of 12/10/2020)

35. VA Directive 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” October 26, 2015

36. VA Handbook 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” March 24, 2014

37. 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

38. OMB Memorandum M-19-17, “Enabling Mission Delivery Through Improved Identity, Credential, and Access Management,” May 21, 2019

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

40. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011, (NOTE: Part A of the FICAM Roadmap and Implementation Guidance, v2.0, was replaced in 2015 with an updated Architecture (https://arch.idmanagement.gov/#what-is-the-ficam-architecture)

41. NIST SP 800-116 Rev 1, “Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access,“ June 2018

42. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, “Digital Identity Guidelines,” updated March 02, 2020

43. NIST SP 800-157, “Guidelines for Derived PIV Credentials,” December 2014

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

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

46. 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)

47. 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)

48. VA Memorandum “Personal Identity Verification (PIV) Logical Access Policy Clarification,” July 17, 2019, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896

49. Trusted Internet Connections (TIC) 3.0 Core Guidance Documents, https://www.cisa.gov/publication/tic-30-core-guidance-documents

50. OMB Memorandum M-19-26, “Update to the Trusted Internet Connections (TIC) Initiative,” September 12, 2019

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

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

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

54. Executive Order 13834, “Efficient Federal Operations,” dated May 17, 2018

55. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2, 2001

56. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access,” January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

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

58. “DevSecOps Product Line Management Playbook” version 2.0, May 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

59. NIST SP 500-267B Revision 1, “USGv6 Profile,” November 2020

60. OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol Version 6 (IPv6),” November 19, 2020

61. Social Security Number (SSN) Fraud Prevention Act of 2017

62. Section 240 of the Consolidated Appropriations Act (CAA) 2018, March 23, 2018

3.0 SCOPE OF WORK

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Pharmacy Benefits Management (PBM) / Emergency Pharmacy Service (EPS) has a requirement to continue brand name DynaMed Enterprise ASP Maintenance support for the DynaMed EPS cache application. The DynaMed EPS cache application, which is licensed and the intellectual property of Information Control Management Corporation (ICMC), supports the PBM/EPS in ensuring VHA 1047 Directive - All-Hazards Emergency Cache Program is met. The PBM/EPS utilizes the DynaMed EPS cache application for managing the stockpiles of drugs and medical supplies at a central warehouse location in Hines, IL. Additionally, the PBM/EPS utilizes the DynaMed EPS cache application for documenting movement of drugs & medical supplies, site replenishment data, controlled substances audits, Shelf-Life Expiration Program (SLEP) database management, and inventory database management (product name, location, quantity, lot number, and expiration date). The DynaMed Enterprise ASP Maintenance support includes performing all updates, revisions, patches, quick fixes (known collectively as enterprise updates), and enhanced telephone support as related to the operation of the DynaMed EPS cache application. Additionally, the DynaMed Enterprise ASP Maintenance support remotely monitors the DynaMed EPS cache application and underlying hardware to ensure software availability. Finally, the DynaMed Enterprise ASP Maintenance support includes Internet Application Server Enterprise Edition support; DynaMed Application support; current OS Server environments (Linux) support; and hardware on-site maintenance and support. All support must not void any warranties or violate any existing licensures.

3.1 PERFORMANCE REQUIREMENTS

DynaMed EPS cache application support with the following:

a. Oracle database administration.

b. Oracle application server administration.

c. Operating System support, consultation, and administration services.

d. Regular health checks of the application and underlying system software.

e. Test and verification of all Enterprise updates.

f. Access to a 24/7 and a 365-day telephone software troubleshooting support.

g. Request and problem handling and troubleshooting tracking request progress and resolution.

h. Priority escalation on emergent reported issues.

i. DynaMed application guidance relating to the EPS cache application.

j. Provide EPS cache application support with associated hardware supporting the DynaMed application, Oracle applications, and OS. Additionally, Security Fixes must not negatively impact the systems.

k. Provide supervision of contractor personnel involved with DyanMed EPS cache application, Oracle, and Operating System support as follows:

i. Contractor employees are fully and independently supervised by the contractor and are not supervised by the Government or as a Government employee.

ii. Contractor retains all right and obligations to supervise its employees to meet the performance of obligations within this contract and Performance of Work Statement (PWS).

iii. Contractor is responsible for provision of all salaries, wages, bonuses, retirement withholdings, worker’s compensation, administrative duties outside the performance requirements in this contract and PWS, other employee benefits, all taxes, and premiums relating to the contractor’s employees.

iv. Provide, manage, and supervise appropriate personnel security investigation requests for each employee.

v. Provide orientation and training for each contract employee.

Task 1 - Problem Reporting

Problems are reported to Enterprise ASP Maintenance Support through a single toll-free number, email, webpage, or fax. Details are listed in section 5.0 SPECIFIC TASKS AND DELIVERABLES.

Task 2 - Telephone Support Contractor must provide continual support to the VA PBM/EPS via a single toll-free phone number. Telephone support shall meet or exceed Service Levels listed under the Performance Standards section of this PWS. Details are listed in section 5.0 SPECIFIC TASKS AND DELIVERABLES.

Task 3 - Automated Application Support Details are listed in section 5.0 SPECIFIC TASKS AND DELIVERABLES.

Task 4 - End User Training Details are listed in section 5.0 SPECIFIC TASKS AND DELIVERABLES.

The Period of Performance shall be a six (6) month base and four 12-month Option Periods. Option years must be exercised at the Government's discretion based on continued need for services, contractor performance, and continued availability of funds in a given fiscal year.

Begins Period of Performance Ends

There are eleven (11) 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:

4.2 PLACE OF PERFORMANCE

Tasks under this PWS shall be performed at Contractor facilities.

4.3 BACKGROUND CHECKS

The Contractor performs VA required background investigations so that a Personal Identification Verification card can be issued. Fingerprints must be done at the nearest federal or VA facility that can process fingerprinted background investigation submissions using the Submitting Office Number code of 430H and the Security Office Identifier code of VAS0 to transmit background request data for adjudication. The nearest VA facility creates a VA PIV card after favorable completion of the background investigations.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

Tasks

5.1 DynaMed EPS cache application support

5.1.1 Oracle database administration.

Oracle application server administration.

Operating System support, consultation, and administration services.

5.1.2 Regular health checks of the application and underlying system software.

Test and verification of all Enterprise updates.

5.1.3 Access to a 24/7 and a 365-day telephone software troubleshooting support.

5.1.4 Request and problem handling and troubleshooting tracking request progress and resolution.

5.1.5 Priority escalation on emergent reported issues.

5.1.6 DynaMed application guidance relating to the EPS cache application.

5.1.7 Provide EPS cache application support with associated hardware supporting the DynaMed application, Oracle applications, and OS. Additionally, Security Fixes must not negatively impact the systems.

5.2.2 Contractor retains all right and obligations to supervise its employees to meet the performance of obligations within this contract and Performance of Work Statement (PWS).

5.2.3 Contractor is responsible for provision of all salaries, wages, bonuses, retirement withholdings, worker’s compensation, administrative duties outside the performance requirements in this contract and PWS, other employee benefits, all taxes, and premiums relating to the contractor’s employees.

5.2.4 Provide, manage, and supervise appropriate personnel security investigation requests for each employee.

5.2.5 Provide background investigations, orientation, and training for each contract employee meeting these deliverables as follows:

5.2.5.1 Contractor must complete standard administrative tasks (e.g. Background Investigation PSAC forms and expenses). Investigations must be paid by the contractor.

5.2.5.2 Contractor is responsible to pay for employee related travel conducted to fulfill any background investigation or PIV related requirements. The position sensitivity impact for this effort has been designated as Low Risk and the level of background investigation is NACI (National Agency Check with Inquiries) Tier 1. Background investigations are required for any Contractor personnel working on-site at VA PBM/EPS and/or personnel who are accessing VA automated systems and networks, and these are required steps before a PIV card can be issued.

5.2.5.3 Contractor shall submit to the COR within five (5) business days after award a full and complete list of names, Social Security Numbers, and home addresses of affected Contractor personnel for the Background Investigation requirement and the e-QIP investigation requirement. Successful completion and favorable adjudication of an e-QIP investigation is required before a PIV card can be issued. Each contract employee accessing the PBM/EPS enterprise automation network system must have a PIV card under the employee’s name.

5.2.5.4 Contractor must accept the schedule for a kick-off meeting with the VA PBM/EPS and the CO within ten (10) business days after the contract is awarded. Kick-off meeting can be conducted through a conference call

5.3 Problem Reporting (Task 1).

Problems are reported to Enterprise ASP Maintenance Support through a single toll-free number, email, webpage, or fax. Problem reporting must expedite the report and correction process and the contractor must enable PBM/EPS personnel to use the following steps:

5.3.1. VA PBM/EPS reports problem to Contractor's Enterprise ASP Maintenance Support operations via a single toll-free telephone number, fax number, email or Web Page with VA PBM/EPS providing the following information:

a. Contact name

b. Site location

c. Return phone number(s) – main and alternate

d. Problem Description (must contain the following):

i. Description of problem

ii. Printouts of screens (if applicable)

iii. Log file contents (if applicable)

5.3.5.5. VA PBM/EPS reviews the resolution and notifies Contractor's technical support of acceptance, at which time Contractor will close the call with Client.

5.4 Telephone Support (Task 2). Contractor must provide continual support to the VA PBM/EPS via a single toll-free phone number. Contact from the VA PBM/EPS to the contractor’s Enterprise ASP Maintenance Support personnel must be done only by approved and authorized Points of Contact from the VA PBM/EPS. The Contractor’s Enterprise ASP Maintenance Support must address all support problems, inquiries, and system issues and problems through telephone the Customer Support Center. Telephone support must typically address issues and problems concerning the established, installed, and ongoing automated system operations. Telephone support shall meet or exceed Service Levels listed under the Performance Standards section of this PWS.

The Contractor’s telephone Customer Support to the VA PBM/EPS must consist of the following:

5.4.1. Use clear and reasonable efforts to explain and address the resolutions, functions, and features of the software, software problems, and technical automated system issues to the VA PBM/EPS’s Authorized Points of Contact.

5.4.2. Clarify all support documentation relating to resolution of the software, software problems, and technical automated system issues to VA PBM/EPS Authorized Points of Contact.

5.4.3. All issues that are not resolved in paragraph 4.0, C, 1, and 2 must be escalated to the contractor’s supervisory levels for resolution.

5.4.4. Staff the telephone support center from 8:00 am to 2:00 pm Central Standard Time for Prime-Time support (Monday through Friday), and address VA PBM/EPS problem and troubleshooting 99% of the time.

5.4.5. Provide non-Prime-Time telephone support from 2:00 pm Central Standard Time through 8:00 am daily.

5.4.6. The telephone support center must pick up VA PBM/EPS calls in under one (1) minute.

5.4.7. The telephone support center must maintain low abandonment rate on calls and not to exceed 2% abandonment of all calls received within a month (this is defined as calls not answered due to a busy signal or when a VA PBM/EPS user drops off the call after a wait that exceeds one [1] minute).

a. Contractor must provide Linux OS support for two (2) servers supporting the DynaMed (EPS) application and the operating system as follows:

i.Vhapbmmuldmed.vha.med.va.gov (production server).

ii.Vhapbmmulddmed.vha.med.va.gov (test server)

b. Linux OS support must include the following:

i. Install OS enterprise updates, fixes, and patches to maintain the system OS at 100% system usability for the application end user at the VA PBM/EPS.

ii. Monitor the Linux system log files. This includes but is not limited to the general system log files, which record (hardware and OS) events.

iii. Monitor and administer LINUX Print Queues supporting the DynaMed (EPS) Application.

iv. Hardware Support – The contractor must have an appropriate hardware support agreement in place. This support does not include the following: System backup and recovery (VA PBM/EPS is responsible for implementing and maintaining a system backup and recovery plan and process); however, the contractor must assist with setting up the system backup and recovery environment.

5.5.2 Oracle Database and Application Server System Maintenance.

a. Contractor must provide service support for the automated domain environments as follows:

i. DYNJ -Production server domain

ii. DYNT- Test server domain

b. This support is dependent on VA providing designated ICMC personnel with the following access:

i. Database level access to the "SYS" and "SYSTEM" accounts on the specified database instances.

ii. OS level access to accounts on the specified servers which are used for installing and maintaining the database and application servers.

c. Oracle Database Administration support shall include:

i. Monitoring and Maintenance/Administration of the specified database instances supporting the DynaMed (EPS) Application.

ii. Application of database enterprise updates as required.

d. Application Server support shall include:

i. Monitor/Maintain All Application Server environments which includes:

ii. Web/Form/Report services

iii. VNC X Display environment

iv. DynaMed Administration services (dyndemon)

v. Apply Application enterprise updates (Application forms/reports) as needed.

vi. Apply Application Server enterprise updates (form/report/web services) as needed.

5.5.3. DynaMed EPS Application Maintenance

a. DynaMed (EPS) Application: Contractor must provide DynaMed (EPS) Application support for the environments listed below:

i. DYNJ – Production server

ii. DYNT-Test server

b. DynaMed (EPS) Application support must include monitoring and maintaining DynaMed Application configurations specific to the EPS’s environment.

5.6.2. Initial training must provide the following:

a. An overview of DynaMed setup.

b. Day-to-day functionality operations (this training is appropriate for all DynaMed users).

c. Overview and details regarding recent enhancements to the Shelf-Life Extension Program (SLEP). The SLEP is a program administered by the U.S. Food & Drug Administration (FDA) that allows the EPS to send samples of expired products from its emergency cache to be tested confirming they are still viable past the expiration date. While pharmaceuticals are out for testing, they get assigned a temporary expiration date beyond the manufacturer's labelling, so they are viable for EPS cache purposes in case of an emergency deployment. After testing, the EPS is provided with a new expiration date and new labels are generated to send out for relabeling the product. Government needs thorough training on this program to track all of the expiration date variations for the products that are within the SLEP program.

d. Training must proceed allowing with detailed day-to-day operations to continue for new users.

5.7.2 Establish the Quality Control Plan for implementation.

5.7.3 CMP shall describe technical approaches, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements throughout the contract.

5.7.4 The contractor must provide monthly status reports throughout the period of performance of the contract through electronic mail to the COR and any designated SMEs as part of CMP. At a minimum, the status reports must contain the following:

a. The deliverables achieved listed in this section.

b. The service levels achieved as listed in "Performance Requirements" section.

c. problems encountered, solutions employed, and change in on site Contractor staff.

5.7.5 The contractor must provide a detailed report listing the completion of installation of patches, updates, and software version changes tracked after the end of each month detailing a review of all EPS enterprise system patches and updates for the OS, database, and applications that were made.

5.7.6 Weekly, the contractor must provide a detailed report listing all open tickets, problems, and change requests until a 100% resolution is attained keeping open communications with the VA PBM/EPS regarding specific and unresolved tickets, problems, and enterprise updates (this is an ongoing and daily process starting with the initial problem call to the telephone support center through its final resolution).

B. Provide OS level access to the default “root” account on specified servers to designated contractor personnel.

i. Provide Oracle Database and Application Server access as follows: access to the "SYSADM" and "DYNAMED" accounts associated with the specified application environments.

ii. Provide access to DynaMed (EPS) Application support and software configurations.

C. Provide an Authorized Point of Contact list from the VA PBM/EPS.

D. Provide a separate computer for each new VA user and VA users being trained.

E. VA PBM/EPS is responsible for implementing and maintaining a system backup and a recovery plan and process to include the virtual server.

F. Ensure that authorized VA employees are available at scheduled times to test productions, software systems, and assist in system patches and updates.

6.0 METHODS OF PERFORMANCE ASSESSMENT

The below listed methods of surveillance must be used in the administration of this performance plan. Descriptions of methods of performance assessment are as follows:

· Random Monitoring -Random monitoring must be conducted when and if ongoing quality assurance measures dictate and includes direct observation methods.

· Customer Feedback -Ten percent of random customer feedback is obtained either from the results of formal or informal random quarterly customer satisfaction surveys, user surveys, or from customer complaints.

· Monthly review of operational logs, databases, or metrics.

· Random monthly review of 10% CMOP or Contractor reports and records.

· 100% Inspection -Each month the COR, or if so designated, or the appropriate Technical Monitor must review the generated documentation and document summary results and may include direct observation methods.

· Periodic Inspection-Periodic inspections ([Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.), and must be conducted when and if ongoing quality assurance measures dictate and may include direct observation methods.

The government must monitor the contractor's performance to assure that the performance thresholds and standards of performance are met in accordance with terms of the contract.

The following details the performance objectives and standards in the Quality Assurance Surveillance Plan (QASP) assessing Contractor performance. These standards are also central to the performance and acceptance testing.

QASP

Performance Objective

Prime Time staffing of the telephone support center must be from 8:00 am to 2:00 pm Central Standard Time Monday through Friday and must address VA PBM/EPS problems during Prime Time (excluding any connection problems associated with the public phone system).

Customer Feedback

Non-Prime Time staffing of the telephone support center must be available after 2:00 pm until 8:00 am Central Standard Time daily and must respond and return the VA PBM/EPS problem calls within 45 minutes from the time the initial call or page was placed by the VA PBM/EPS to resolve the specific functional or technical problem or issue.

Customer Feedback