36C10B24Q0011 A00002.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARDEFFECTIVE 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

36C10B24Q0011 12/07/2023

Zachary Tanner 848-377-5145 01-18-2024

17:00 EDT

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

X 100

541519

150 Emp.

N/A

X

36C10B

Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

36C10A

Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971

Title: Meal Service Online and Mobile Application Ordering Solution

Points of Contact:

Contract Specialist: Zachary Tanner; Zachary.Tanner@va.gov

C

Contracting Officer: Kathryn Pantages; Kathryn.Pantages@va.gov

X X

Kathryn Pantages mailto:Zachary.Tanner@va.gov mailto:Kathryn.Pantages@va.gov

36C10B24Q0011

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 GOVERNING LAW

B.2 CONTRACT ADMINISTRATION DATA

B.3 SOFTWARE LICENSE, MAINTENANCE AND TECHNICAL SUPPORT

B.4 PRICE SCHEDULE

B.5 PERFORMANCE WORK STATEMENT

SECTION C - CONTRACT CLAUSES

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

C.2 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR

INFORMATION SYSTEMS (NOV 2021)

C.3 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (DEC 2023)

C.4 52.217-7 OPTION FOR INCREASED QUANTITY—SEPARATELY PRICED LINE

ITEM (MAR 1989)

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

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 52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS

AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)

E.3 52.204-26 COVERED TELECOMMUNICATIONS EQUIPMENT OR SERVICES—

REPRESENTATION (OCT 2020)

E.4 52.209-5 CERTIFICATION REGARDING RESPONSIBILITY MATTERS (AUG

2020)

E.5 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.6 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—

COMMERCIAL ITEMS (NOV 2021)

E.7 52.216-1 TYPE OF CONTRACT (APR 1984)

E.8 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.9 VAAR 852.239-71 INFORMATION SYSTEM SECURITY PLAN AND

ACCREDITATION (FEB 2023)

E.10 VAAR 852.239-75 INFORMATION AND COMMUNICATION TECHNOLOGY

ACCESSIBILITY NOTICE (FEB 2023)

E.11 FAR 52.212-2 EVALUATION—COMMERCIAL ITEMS (OCT 2014)

E.12 INSTRUCTIONS TO OFFERORS – PROPOSAL SUBMISSIONS

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 GOVERNING LAW

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

B.2 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 Kathryn Pantages/Kathryn.Pantages@va.gov 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:

[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] Upon receipt of deliverables/services 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.

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

AMENDMENT NO DATE

A00001 12/19/23 A00002 01/10/24

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.

http://www.cpars.gov/

B.4 PRICE SCHEDULE

Base Period – FedRAMP Authorization and VA Authorization

The Period of Performance of the Base Period shall be 12 months from date of award. All deliverable references to days shall be calendar days.

Line Item

Description/ Part Number

QTY

Unit

Unit Price

Extended Price

0001 FedRAMP approval for VCS Meal Service Online and Mobile Application Ordering SaaS Solution - Solution is not FedRAMP Authorized or VA Authorized

*if a vendor’s solution is not FedRAMP Authorized or VA Authorized, the vendor shall complete CLIN 0001 and SLINs 0001AA – 0001AD. CLINs 0002 and 0003 (and associated SLINs) shall therefore be $0.00.

Due within 12 months of contract award.

1 LO Not Separately

Priced

(NSP)

NSP

0001AA FedRAMP System Security Plan and Supporting Documentation IAW PWS section 5.5.2

Due within 45 days of contract award contingent upon Security categorization review from Digital Transformation Center (DTC) (If Data Security Categorization is High Impact, this will be due 85 days after contract award contingent upon Security categorization from DTC.)

*The price of this CLIN

1 LO $ $

shall be 10% of the total cost of the solution.

(See CLIN 0005 for additional information.)

VA does not pay for FedRAMP Authorization.

0001AB VA Implementation Diagram: VA specific architecture diagram demonstrating proposed implementation of the system at VAID IAW PWS section 5.5.1

Due 45 days after award contingent upon Security categorization review from Digital Transformation Center

(DTC).

1 LO NSP NSP

0001AC Third-Party Assessment Organization (3PAO) Security Assessment Plan (SAP) IAW PWS section 5.5.1

Due within 90 of contract award contingent upon Security categorization from DTC (If Data Security Categorization is High Impact, this will be due after 130 days after contract award contingent upon Security categorization from DTC.)

*The price of this CLIN shall be 10% of the total cost of the solution.

(See CLIN 0005 for additional information.)

VA does not pay for FedRAMP Authorization.

1 LO $ $

0001AD Third-Party Assessment Organization (3PAO) Security

1 LO *$ *$

Assessment Report (SAR) IAW PWS section 5.5.1

Due within 140 of contract award contingent upon Security categorization from DTC (If Data Security Categorization is High Impact, this will be due after 180 days after contract award contingent upon Security categorization from DTC.)

*The price of this CLIN shall be 10% of the total cost of the solution.

(See CLIN 0005 for additional information.)

VA does not pay for FedRAMP Authorization.

0002 FedRAMP approval for the VCS Meal Service Online and Mobile Application Ordering SaaS Solution – Solution is FedRAMP Authorized but NOT VA Authorized

* If a vendor’s solution is FedRAMP Authorized but not VA Authorized, the vendor shall complete CLIN 0002 and SLINS

0002AA-0002AE.

CLINs 0001 and 0003 (and associated SLINs) shall be $0.00.

Due within 12 months of contract award.

1 LO NSP NSP

0002AA System Boundary Diagram IAW PD section 5.5.2

1 LO NSP NSP

Due 60 days after award.

0002AB VA Implementation Diagram: VA specific architecture diagram demonstrating proposed implementation of the system at VAID IAW PWS section 5.5.1

Due 45 days after award contingent upon Security categorization review from Digital Transformation Center

(DTC).

1 LO NSP NSP

0002AC FedRAMP SSP and supporting documentation IAW PD section 5.5.2

Due 45 days after award contingent upon Security categorization review from DTC.

*The price of this CLIN shall be 10% of the total cost of the solution. (See CLIN 0005 for additional information.) VA does not pay for FedRAMP Authorization.

0002AD 3PAO SAP IAW PS section 5.5.2

Due 90 days after award contingent upon Security categorization review from DTC.

*The price of this CLIN shall be 10% of the total cost of the solution. (See CLIN 0005 for additional information.) VA does

0002AE 3PAO SAR IAW PD section 5.5.2

Due 140 days after award contingent upon Security categorization review from DTC.

* *The price of this CLIN shall be 10% of the total cost of the solution. (See CLIN 0005 for additional information.) VA does

0003 FedRAMP approval for the VCS Meal Service Online and Mobile Application Ordering SaaS Solution – If Solution is FedRAMP Authorized and VA Authorized

* In the event that the proposed product is already FedRamp Authorized and VA Authorized and proposed pricing is not required, please list $0.00 for CLIN 0001, 0002 (and associated SLINs).

1 LO NSP NSP

0003AA Dates for Current ATO expiration IAW PD section 5.5.3.

Due at time of award.

0003AB Most recent monthly Plan of Action Milestones finding reports IAW PD section 5.5.3.

Due at time of award.

Total Base Period $

Base Period Optional Tasks In accordance with FAR 52.217-7, “Option for Increased Quantity-Separately Priced Line

Item,” this Optional Task may be exercised one time during the base period of performance once solution is FedRAMP Authorized and VA Authorized. If exercised, the Period of

Performance shall be up to 12 months. Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer.

Line Item Description/Part Number QTY Unit Unit Price Extended Price

0004 Project Management in accordance with (IAW) Performance Work Statement (PWS) section 5.1, inclusive of all subsections, of the (PWS).

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.1.

Period of Performance: 12 months.

12 MO $ $

0004AA Contractor Project Management Plan IAW PWS section 5.1.1

Due the fifth day of each month throughout the period of performance.

1 LO NSP NSP

0004AB Work Assignment Staffing Roster IAW PWS section 5.1.1

Due 15 days after Kick-Off Meeting and updated monthly thereafter.

0004AC

Technical Kick-Off Meeting Presentation IAW PWS section 5.1.2

Due no later than 15 days after optional task exercise

0004AD Bi-Weekly Status Report IAW PWS section 5.1.3

Due on the 15th and 30th of every month

1 LO NSP NSP

0005 Implementation of Meal Service Online and Mobile Application Ordering SaaS Solution IAW PWS section 5.2

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.2.

Due within 32 weeks of optional task exercise.

*The price of this CLIN shall be 70% of the total cost of the solution. The Contractor shall invoice 70% of total cost of the solution once FedRAMP Authorization and VA Authorization is obtained. (See CLIN 0001 or 0002 for remaining 30%)

*Contractor shall invoice 100% of total cost of the solution if the proposed solution already has FedRAMP Authorization and VA Authorization

1 LO *$ *$

0005AA Implementation and Deployment Plan IAW PWS section 5.2

Due within 32 weeks of optional task exercise.

1 LO NSP NSP

0005AB Lower Environment Test Plan and Results IAW PWS section 5.2

Due within 32 weeks of optional task exercise.

0005AC Attestation of Compliance IAW PWS section 5.2

Due on the first day after optional task exercise and required annually on January 5th throughout the duration of the program

1 LO NSP NSP

0005AD Enterprise and Local Level Transactional, Sales Reports Dashboard IAW PWS section 5.2

Due daily on the first day of lab testing and ongoing daily throughout the duration of the solution.

1 LO NSP NSP

0005AE Daily Transaction Logs IAW PWS section 5.2

Due daily on the first day of lab testing and ongoing daily throughout the duration of the solution.

1 LO NSP NSP

0005AF Training Materials IAW PWS section 5.2.1

Draft is due 34 weeks after optional task exercise for VCS to review; Final version due 38 weeks after optional task exercise

1 LO NSP NSP

0005AG User Acceptance Test Documents IAW PWS section 5.2.2

Due within 40 weeks of optional task exercise

1 LO NSP NSP

0005AH Test Plan and Results IAW PWS section 5.2.2

Due within 44 weeks of optional task exercise

0006 Pre-Pilot Meal Service Online and Mobile Application Licenses IAW PWS section 5.2.3

Due immediately after successful completion of the User Acceptance (UAT)

1 LO $ $

00006AA Pre-Pilot Hardware i.e. Tablet and Kitchen Printer and Receipt Paper

Due within 14 days of successful completion of UAT

1 LO $ $

0007 Pilot Meal Service Online and Mobile Ordering Application Licenses IAW PWS section 5.2.4

Due immediately after successful completion of Pre-Pilot

5 LO $ $

0007AA Pre-Pilot Hardware i.e. Tablet and Kitchen Printer and Receipt Paper

Due within 14 days of successful completion of UAT

1 LO $ $

0008 Operations and Maintenance IAW PWS section 5.3

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.3 and 5.3.1.

Period of Performance: 12 months

12 MO $ $

0008AA Operations and Maintenance Monthly Progress Report IAW PWS section 5.3

Due on the 5th of every month

1 LO NSP NSP

0008AB Help Desk Implementation Plan IAW PWS section 5.3.1

Due 57 weeks after optional task exercise

0008AC Monthly Help Desk Service Report IAW PWS section 5.3.1

Due on the 5th of every month after optional task exercise

1 LO NSP NSP

0009 List of Mobile Devices and Peripheral Information IAW PWS section 5.4

Due on the first day after optional task exercise

1 LO NSP NSP

0010 Contractor Credential Staff Roster IAW PWS section 6.6.2

Due within 3 days of optional task exercise and updated throughout the Period of Performance

Total Base Period Optional Tasks $

Optional Tasks In accordance with FAR 52.217-7, “Option for Increased Quantity-Separately Priced Line

Item,” this Optional Task may be exercised up to the maximum quantity during the life of the contract once solution is FedRAMP Authorized and VA Authorized. Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer.

Optional Task 1

0011 Optional Task 1 - Application Programming Interface (API) Electronic Payroll Deduction (EPD) Integration IAW PWS section 5.6

Due within 17 weeks after optional task exercise

1 LO $ $

Optional Task 2 0012 Optional Task 2 -Stored Value

Solution (SVS) Gift Card Integration IAW PWS section 5.7

Due within 17 weeks after optional task exercise

Optional Task 3 0013 Optional Task 3 - Accepted

Solution Licenses for Additional Locations IAW PWS section 5.8

Due within 30 days of optional task exercise

600 EA $ $

0014 Optional Task 3 - Implementation of Meal Service Online and Mobile Application Ordering SaaS Solution for Additional Locations IAW PWS section 5.8

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.1, 5.3, 5.4, 5.5, and 5.6

Due within 30 days of optional task exercise

1 LO $ $

0014AA Optional Task 3 - Implementation and Deployment Plan for Additional Licenses IAW PWS section 5.8

Due within 30 days of optional task exercise

1 LO NSP NSP

0015 Optional Task 3 - Operations and Maintenance for Additional Licenses IAW PWS section 5.8

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.3 and 5.3.1.

Period of Performance: 12 months

12 MO $ $

0015AA Optional Task 3 - Operations and Maintenance Monthly Progress

Report for Additional Licenses IAW PWS section 5.8

Due on the 5th of every month

0015AB Optional Task 3 - Help Desk Implementation Plan for Additional Licenses IAW PWS section 5.8

Due 57 weeks after optional task exercise

1 LO NSP NSP

0015AC Optional Task 3 - Monthly Help Desk Service Report for Additional Licenses IAW PWS section 5.8

Due on the 5th of every month

Total Optional Tasks $

Option Period 1

The Period of Performance of the Option Period shall be 12 months.

The following Option Period may be exercised IAW FAR 52.217-9, Option to Extend the Term of the Contract.

Work shall not commence until, and unless, a formal modification is issued by the

Contracting Officer.

Line Item Description/ Part

Number NTE

QTY

Unit

Price Extended

Price 1001 Meal Service Online and

Mobile Ordering Application Licenses IAW PWS section 5.2.4

Due within 30 days of option exercise

60 EA $ $

1002 Operations and Maintenance IAW PWS section 5.3

This FFP CLIN includes all travel, labor, and deliverables for the successful completion

12 MO $ $

of services detailed in PWS Section 5.3 and 5.3.1.

Period of Performance: 12 months

1002AA Operations and Maintenance Monthly Progress Report IAW PWS section 5.3

Due on the 5th of every month

1 LO NSP NSP

1002AB Help Desk Implementation Plan IAW PWS section 5.3.1

Due 57 weeks after option exercise

1 LO NSP NSP

1002AC Monthly Help Desk Service Report IAW PWS section 5.3.1

Due on the 5th of every month

Total Option Period 1 $

Option Period 2

The Period of Performance of the Option Period shall be 12 months.

The following Option Period may be exercised IAW FAR 52.217-9, Option to Extend the Term of the Contract.

Work shall not commence until, and unless, a formal modification is issued by the

Contracting Officer.

Line Item Description/ Part

Number NTE

QTY

Price Extended

Price 2001 Meal Service Online and

Mobile Ordering Application Licenses IAW PWS section 5.2.4

Due within 30 days of option exercise

60 EA $ $

2002 Operations and Maintenance IAW PWS section 5.3

This FFP CLIN includes all travel, labor and deliverables for the successful completion of services detailed in PWS Section 5.3 and 5.3.1.

Period of Performance: 12 months

12 MO $ $

2002AA Operations and Maintenance Monthly Progress Report IAW PWS section 5.3

Due on the 5th of every month

1 LO NSP NSP

2002AB Help Desk Implementation Plan IAW PWS section 5.3.1

Due 57 weeks after option exercise

1 LO NSP NSP

2002AC Monthly Help Desk Service Report IAW PWS section 5.3.1

Due on the 5th of every month

1 LO NSP NSP

Total Option Period 2 $ Total Contract Value $

B.5 PERFORMANCE WORK STATEMENT

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Office of Information and Technology Veterans Canteen Service

Meal Service Online and Mobile Application Ordering Solution

Date: August 4, 2023

VA-23-00020587

PD Version Number: 3.0

1.0 BACKGROUND

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Veterans Canteen Service (VCS) strives to provide a high-quality experience, reasonably priced merchandise that provides comfort, and well-being to America’s Veterans and those who provide for their care in the Canteens many retail stores, cafes, and coffee shops. The Canteens are whole health spaces for Veterans to connect, relax, share, and care for themselves in a welcoming environment.

VCS customers consist of Veterans, family members, visitors, and VA staff members.

VA staff members have a pre-established limited time window to walk to a Café, order, pay, eat, and then return to work; typically, 30 minutes. This abbreviated window creates frustration, lost sales, customer disappointment, and lost productivity. VCS anticipates that using a mobile device-based application will drastically cut wait time, improve speed of service, raise Customer Service scores, increase sales, and improve overall customer experience and satisfaction.

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

8. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

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

Technology Act of 2006, Title IX, Information Security Matters

10. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

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

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

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

14. 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017

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

Information as a Strategic Resource,” July 28, 2016 https://www.va.gov/vapubs/index.cfm https://www.va.gov/vapubs/index.cfm http://www.va.gov/vapubs http://www.va.gov/vapubs

16. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)”

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

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

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

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

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

Systems VA Information Security Program,” February 24, 2021

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

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

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

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

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

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

28. 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

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

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

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

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

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

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

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

36. 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

37. 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)

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

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

12) Program,” March 24, 2014 https://www.va.gov/process/ https://www.va.gov/process/maps.asp https://www.va.gov/process/artifacts.asp https://www.va.gov/trm/TRMHomePage.aspx

40. 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

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

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

43. 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)

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

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

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

47. NIST SP 800-164, “Guidelines on Hardware-Rooted Security in Mobile

Devices (Draft),” October 2012

48. Draft National Institute of Standards and Technology Interagency Report

(NISTIR) 7981, “Mobile, PIV, and Authentication,” March 2014

49. 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)

50. 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)

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

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

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

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

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

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

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

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

2, 2001

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

60. VA Handbook 0058, “VA Green Purchasing Program,” July 19, 2013 https://arch.idmanagement.gov/#what-is-the-ficam-architecture https://arch.idmanagement.gov/#what-is-the-ficam-architecture 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=4896 https://www.cisa.gov/publication/tic-30-core-guidance-documents

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

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

63. “Veteran Focused Integration Process (VIP) Guide 4.0,” January 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

64. VA Memorandum “Proper Use of Email and Other Messaging Services,”

January 2, 2018, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

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

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

67. OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol

Version 6 (IPv6),” November 19, 2020

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

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

70. Payment Card Industry (PCI) Software Security Framework, Secure

Software Requirements and Assessment Procedures.

71. Payment Card industry (PCI) Data Security Standard, Requirements and

Security Assessment Procedures.

3.0 SCOPE OF WORK

The Contractor shall provide a Commercial Off the Shelf Software (COTS) responsive website and Mobile Application Meal Service Ordering Solution. Services and products shall include software subscriptions, tailoring of the software to meet VA meal services requirements, testing, training, deployment, security services, User Acceptance Test (UAT) support, pre-pilot and pilot availability, and software operation and maintenance.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The PoP shall be a 12-month base and two 12-month option periods.

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

There are eleven (11) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, five are set by date:

New Year's Day January 1 Juneteenth June 19 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

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

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

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

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

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

4.2 PLACE OF PERFORMANCE

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

4.3 TRAVEL

The Government anticipates no travel.

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

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP). The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, tools, approach, timeline 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 as needed. The Contractor shall update and maintain the VA PM approved CPMP monthly throughout the PoP. The CPMP also shall include:

• Detailed schedule of deliverables for tracking

• Identification of project metrics that will be used to monitor project progress throughout the period of performance

• Plan and process to implement the full solution from beginning to end.

o The plan shall use be based upon Agile software methodology and use rolling quarterly planning.

The Contractor shall provide update and deliver the work assignment staffing roster to include Points of Contact for task assignments.

Deliverables:

A. Contractor Project Management Plan B. Work Assignment Staffing Roster

5.1.2 TECHNICAL KICK-OFF MEETING

No later than 15 calendar days after task order award the Contractor shall lead a technical kick-off meeting for the effort. The purpose of the meeting is for the Contractor to provide an understanding between itself and the VA to adhere to the project approach, major actions, and schedule for key milestones and deliverables to include timeframe to get to pre-pilot. The meeting shall serve as a means for the Contractor to provide additional details regarding their approach and deliverables. The Contractor shall provide a briefing that details the Contractors approach to the PWS tasks to the Pre-Pilot, Pilot, and answers VA’s questions about the Contractors approach. The kick-off meeting shall be held via teleconference. The completion of this conference shall result in the following outcomes:

• Introduction of the Contractor and Government personnel leading the work related to this project,

• A brief overview of project administration and reporting by the Contractor, and

• Review of tasks by the Contractor to forge a common understanding of work to be performed and responsibilities and obligations of the Contractor.

The Contractor shall provide an agenda three days prior to the meeting and meeting minutes within three days after the meeting.

Deliverable:

A. Technical Kick-off meeting presentation

5.1.3 PROJECT/IMPLEMENTATION REPORTING REQUIREMENTS

The Contractor shall provide a Bi-Weekly Status Report to the COR with Bi-Weekly Status Reports being in electronic form in Microsoft Word and Project formats. This Bi-Weekly Status Report shall cover data elements to include all work completed during the preceding Sprint, plus work planned for the current Sprint. The report shall identify any problems that arose and either a description of how the problems were resolved, or suggested resolutions if problems were not resolved during the reporting period. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving each issue. The Contractor shall communicate problems and issues to VCS within three calendar days of discovery, to ensure issues identified on the report are transparent to both parties and to prevent escalation of outstanding issues. The update shall also include any change in Contractor staff involved in the performance of the tasks defined in this document.

After the successful completion of the initial setup, Pre-Pilot and throughout the PoP, the Contractor shall include in the Bi-Weekly Status Report 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 report shall also include an itemized list of all Information and Communication Technology (ICT) 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.

Deliverable:

A. Bi-Weekly Status Report

5.2 IMPLEMENTATION OF COTS MEAL SERVICE ONLINE AND MOBILE

APPLICATION ORDERING SOLUTION

The Contractor shall provide a COTS Meal Service Online and Mobile Application Food Ordering Solution (referred to from here on as “solution”) that meets the salient characteristics of Appendix A. The Contractor shall make the solution available for up to 60 VCS locations in total, as required by the base and optional tasks. These locations are provided in Appendix B.

The Contractor shall provide Meal Ordering Application order receiving tablets and kitchen printers to receive orders and confirm order status through completion. The Contractor’s kitchen printer solution shall comply with the following specifications.

• Paper Size: 3 1/8” x 230’ (80mm width)

• Paper Type: 48gm Thermal

• Core Size: ½” BPA Free

The Contractor shall provide an Implementation and Deployment Plan that shall be updated every two weeks. The plan shall provide status of the solution implementation as well as the completed and next steps that will lead to a fully configured and functional solution and its deployment. The plan shall include hardware shipping status and “go live” updates for each VCS location.

The Contractor shall coordinate with VCS to determine the locations requiring Contractor assistance with installation of hardware and may require on-site travel to support implementation. As locations become operational during pre-pilot and pilot and through execution of the optional task, they shall remain operational throughout the life of the Contract.

The Contractor shall adhere to Veteran Focused Integration Process (VIP) and DevSecOps/agile for implementation of the solution. The Contractor shall test the solution prior to any deployment to verify for VCS that the solution is operational in accordance with the salient characteristics. Testing shall include a Test Plan outlining Contractor’s testing approach and subsequent Test Results that verify the solution is operational in accordance with the salient characteristics.

The solution shall be ready for UAT within 60 calendar weeks after award. The solution shall be considered ready for pre-pilot when it operates during UAT without critical error for 14 calendar days. The solution shall be considered ready for pilot when it operates during the pre-pilot without critical error for 14 calendar days. The solution shall be considered ready for final deployment when it operates during pilot without critical error for 14 calendar days. To make the solution available to VCS (for UAT, pre-pilot, pilot, and final deployment) the Contractor shall provide the URL for the solution’s online capability and make the solution’s mobile app available in the mobile app store for users to install on their personal mobile devices. The help desk services and O&M services shall be available for the UAT, pre-pilot, pilot, and final deployment.

Critical errors shall be defined as any errors, defects, software bugs, or hardware issues that disable a canteen from performing business transactions. Examples of critical errors are:

• Orders not making it to the tablet or printer.

• System shut down and cannot be rebooted or brought back online.

• Website cannot be activated or accessed.

• Canteen or user is unable to tender transaction such as when an error message is received so you cannot finish the transaction.

• EPD transactions not flowing through the appropriate path, such as when information flowing from Contractor to VCS – For example approving a transaction when it should not or by not sending transaction amounts back to VCS so that account balances are not being deducted appropriately.

All other errors shall be considered non-critical errors. Non-critical errors shall be any issues that do not disable a user or canteen from performing business transactions, such as cosmetic errors or those having a clear work around. Examples of non-critical errors are:

• A readable menu appears in the wrong place on the screen.

• Menu items appear out of order.

• VCS logo does not appear or does not appear in the desired screen location.

The Contractor’s solution shall leverage VA’s network to function. The Contractor shall develop a secure approved integration into VA Networks to connect to the Canteen

Order Tablet and kitchen printer(s). Integration shall meet all VA security requirements that are needed to establish this connection. The Contractor shall ensure the solution maintains VA security compliance/ATO and standard NIST security requirements throughout the Base and Optional Periods. The Contractor shall comply with all VA facility requirements for each location per Appendix B (VA will provide this information, if needed, when deploying to each site).

The Contractor shall provide the payment application’s signed Attestation of Compliance at time of contract award and annually thereafter to confirm compliance with PCI Data Security Standards.

Normal business hours shall be 8:00am to 4:30pm.

Deliverables:

A. COTS Meal Service Online and Mobile Application Food Ordering SaaS Solution (URL, app in mobile app store, and any associated hardware, e.g., tablets and printers)

B. Test Plan and Test Results (from testing in the pre-production environment) to verify the solution is operational in accordance with the Appendix A: Salient Characteristics

C. Implementation and Deployment Plan D. Attestation of Compliance (for payment application) E. Daily Transaction Logs

5.2.1 TRAINING

The Contractor shall provide train-the-trainer User and IT support training (can be onsite or virtual) that enables VA to train other users on how to use or provide IT support for the solution. IT support training shall include all necessary topics for VA IT administrators to maintain an operational solution at VA locations (IT support does not include any maintenance inherent to the product manufacturer, e.g., IT support does not include how to fix solution software bugs, defects, or other…