Attachment G Sample Task Order PWS - 02-09-2023.docx

OCC Help Desk and Device Provisioning Support

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Veterans Health Administration Office of Connected Care

OCC Help Desk and Device Provisioning Support

Date: December 1, 2022 PWS Version Number: 4

Contents

BACKGROUND

For Office of Connected Care(OCC) technologies to provide the expected benefits supporting Veteran services, coordinated help desk and device provisioning support must be provided through the integrated Office of Connected Care Help Desk (OCCHD). The OCCHD is a contracted service that provides Tier I, II, and III technical support to end users of VHA connected care technologies, including Veterans, clinicians, and other Veteran Affairs (VA) staff, from a remote Customer Service Operations Center. From November 2020 to May 2021, the average daily volume of OCCHD customer contacts (i.e., calls, emails, self-service portal entries, and other help desk escalations) was 1,661 Monday through Friday (excluding holidays). Peak hours during the week ran from 1000 ET – 1500 ET and saw a high of 270 customer contacts and low of 230 customer contacts per hour. Saturday through Sunday average customer contact volume was 302 a day. Peak hours during the weekend ran from 1200 ET – 1700 ET and saw a high of 35 customer contacts and low of 20 customer contacts per hour. In 2022, the OCCHD received, on average, the following contacts per month: Tier I - 25,543, Tier II - 1085, and Tier III - 108. On average, there were 1203 call transfers per month.

The OCC is seeking to obtain Contractor support for multi-tier help desk technical support, Veterans Health Administration (VHA) Telehealth equipment and Mobile Medical Device provisioning support, and Data Plan Management support and Connected Device Support (e.g., outbound calls made to Veterans).

INHERENTLY GOVERNMENTAL FUNCTIONS AND ORGANIZATIONAL CONFLICTS OF INTEREST

The Contractor shall ensure that all work performed in support of the requirements of this task order (TO) shall comply with the following parts of the Federal Acquisition Regulation (FAR):

a) In accordance with (IAW) FAR Subpart 7.5, the Contractor shall not perform any inherently governmental function in its performance of this TO.

SCOPE OF WORK

The Contractor shall provide the full range of services and technical solutions necessary to support the OCCHD , Telehealth equipment, Mobile Medical Device Provisioning, Data Plan and Connected Device Support.

The Contractor shall provide OCC Help Desk Tier I, II, and III support to end users of all currently fielded and future VHA connected care technologies, including telehealth equipment; telehealth technology platforms; mobile medical applications and services that support these applications in the Mobile Application Platform (MAP) environment: mobile applications deployed in support of Cerner that are developed by OCC; Mobile Device Management (MDM) software; mobile medical devices (i.e., smartphones, tablets, and wearables). End users may be clinicians and health care providers at VA Medical Centers (VAMC), Primary Care Telehealth Outreach Clinics (PCTOC), VA Community-Based Outpatient Clinics (CBOC), and VHA-sponsored telehealth clinics at non-VA sites; VA Teleworking Providers; other staff at VHA facilities; and Veteran patients and their caregivers or beneficiaries. In providing help desk support services, the Contractor shall meet all requirements of the OCCHD Service Level Agreement (SLA) detailed in Appendix A of this PWS. The Contractor is expected to handle an estimated contact volume of up to 2,200 contacts per day. A contact is defined as a call, email, or a ticket/chat message via the provided customer portal.

All Contractor staff assigned to the operations of the OCCHD shall complete the basic training required by OCC prior to engaging in support activities or accessing support data. This training consists of a combination of documented briefings and online accessible training provided by the VA. Prior to engaging in support activities, support and technical training will be provided to each staff member on specific support, escalations, system use, and procedures. Additionally, each team member shall complete Original Equipment Manufacturer (OEM) training on all telehealth solutions and at least one staff member must be certified and maintain and/or renew certifications as necessary in each of the following areas:

a) Apple ACSP

b) ARANZ Certification

c) Amazon Web Services (AWS) Cloud Practitioner

d) CompTIA A+

e) CompTIA Network+

f) CompTIA Security+

g) Cisco CCNA

h) EKO Certification

i) Google IT Support Professional

j) Help Desk Institute Certification

k) HermTac Certification

l) Microsoft MCSE

m) Microsoft SharePoint

n) Parable

o) Pexip Certified Technical Expert – Level I

p) Pexip Certified Technical Expert –Level II

q) Project Management Professional

r) ServiceNow

s) VMWare Workspace ONE

Additionally, the Contractor shall provide the following services:

a) Telehealth hardware/software maintenance coordination, inventory management, supplementary telehealth device training, and equipment logistics.

b) Provision (configuration and setup) and support mobile medical devices and data plans. NOTE: For the purposes of this contract a mobile medical device is limited to a mobile smartphone or tablet that will be provisioned with mobile medical apps. A mobile medical app is an app intended for the diagnosis of disease or other condition; the cure, mitigation, treatment, or prevention of disease; or intended to affect the structure or function of the body.

c) Connected device support for Veterans using VA-loaned devices, including device set-up and training.

The following attachment is supplemental to, and made a part of, this PWS:

a) Attachment 1, Contract Deliverables, summarizes the set of deliverables that will be provided under this TO.

PERFORMANCE DETAILS

PERFORMANCE PERIOD

The Period of Performance (PoP) shall be one year from date of award.

PLACE OF PERFORMANCE

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

TRAVEL

Contractor will be required to travel during the performance of this contract to attend meetings, conferences, and training. The Contractor may be required to travel to off-site training locations and to ship training aids to these locations in support of this PWS. Contractor will be authorized travel expenses consistent with the Federal Travel Regulation (FTR) and the limitation of funds specified in this contract. All travel requires Government approval/authorization and notification to the COR.

The total estimated number of trips in support of program related meetings for this effort is four. Anticipated trip durations, locations, and number of personnel required are included in the Table One below:

Table 1, Base Tasks’ Travel Estimates

SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

PROJECT MANAGEMENT

CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of the TO. The CPMP shall be in the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resource support. The CPMP shall also include how the Contractor will coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS.

The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the contract. The Contractor shall update and maintain the VA Project Managers (PM(s)) / Contracting Officer’s Representative (COR) approved CPMP throughout the PoP.

Deliverable:

A. Contractor Project Management Plan

QUALITY CONTROL

The Contractor shall develop, maintain, and implement an effective Quality Control Plan (QCP) to ensure services are performed in accordance with this PWS. The Contractor shall create a QCP that defines the procedures to identify, prevent, and ensure non-recurrence of defective services, and where relevant, establish a new process agreed upon by all stakeholders. The QCP is the means by which the Contractor will ensure that work complies with the requirements of this PWS.

Deliverable:

A. Quality Control Plan

REPORTING REQUIREMENTS

The Contractor shall provide the VA PM(s)/COR with Monthly Progress Report in electronic form in Microsoft Word format or Portable Document Format (PDF). The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. This report shall reflect data as of the last day of the preceding month.

The Monthly Progress Report shall cover all work completed during the reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The report shall also include documentation of issue status and help desk metrics for all issues identified within a given month. The Contractor shall analyze OCC Help Desk trouble ticket trends and common issues to pinpoint improvement opportunities in app deployments. The Contractor shall monitor performance against the CPMP and QCP and report any deviations.

The Contractor shall host a monthly OCCHD Veterans Integrated Service Network (VISN) Leads meeting. The objective of the meeting will be to discuss all things related to the 5 pillars of OCCHD support to include: Help Desk Operations, IT Asset Management/Data Plan Management, Connected Device Support, OCCHD’s Network Operations Center (NOC), Mobile Applications and to discuss any other items of interest or concern.

It is expected that the Contractor will communicate with VA on a regular basis so that issues that arise are transparent to both parties to prevent unnecessary escalation of outstanding issues.

Deliverable:

A. Monthly Progress Report

VA OCCHD SHAREPOINT SITE

The Contractor shall maintain, develop, manage and provide continual updates to the VA owned SharePoint website. Updates include but are not limited to daily report uploads, monthly access control reviews (add/delete users for access to pages and/or components of the site), as well as on-demand updates requested by the VA PM(s)/COR or technical stakeholders.

The Contractor shall manage and update the OCCHD SharePoint site for all OCC Help Desk activities.

TECHNICAL KICKOFF MEETING

The Contractor shall hold a technical kickoff meeting within 10 business days after TO award. The Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three calendar days after the meeting). The Contractor shall present, for review and approval by the Government, the Contractor’s CPMP.

PROJECT MANAGEMENT REVIEW MEETING (PMR)

As requested, the Contractor shall present at the multi-day Project Management Review (PMR) to the VA PM(s)/COR/Executive leadership. The Contractor shall prepare related PowerPoint slides, data points, and high-level Project/Program updates and present as required. PMRs may be held virtually or in-person. Should the PMR be held in-person, the Contractor shall travel to and attend the in-person PMR.

OCC HELP DESK SUPPORT

The Contractor shall establish and maintain a fully functional OCCHD facility providing national Tier I, II, and III technical support to end users of VHA connected care technologies. OCCHD technicians are tasked with overseeing all aspects relating to the variety of general, advanced, complex and technical duties required to support VHA connected care technologies. The OCCHD shall operate (i.e., handle inbound phone calls, web portal tickets, emails, voice mails and web chats) 24 hours a day, 7 days a week, 365 days a year and cover the United States and all US Territories. The Contractor shall create an incident management ticket for every customer interaction. The Contractor shall assign and initially respond to portal and email cases based on the requirements of Appendix A, Service Level Agreements (SLAs).

The Contractor shall provide a VA-approved FedRAMP Moderate Contact Center solution and a FedRAMP High incident management system for the tracking, reporting and escalation of incident tickets and will also create and maintain existing reports.

The OCCHD support portal and reports shall be customized to include the following features:

a. Account self-registration, including password resetting, and VA single sign-on (SSOi) integration

b. Access to submit and resolve tickets as well as view active tickets and monitor ticket status

c. Escalation button for VISN and National Leads

d. Access to knowledge bases (KBs) to self-troubleshoot issues before logging a ticket

e. Access to fill out Provider Customer Satisfaction (CSAT) surveys

f. Reporting dashboards for VA Leadership, VISN, and National Leads with the capability to enter comments, questions, and requests.

g. Live Status Page/Tool that provides information on application status, outages, and planned maintenance, including the capability for users to sign up for email and/or text updates

h. Inventory for all OCC assets including telehealth carts, spares, VVC equipment, provider tablets, patient tablets, other tablets and serialized assets purchased by OCC

i. The Contractor shall be required to provide the capability to record and store all OCCHD call queues for the purposes of training and quality assurance.

The Contractor shall respond to all requests for changes to the web portal within one business day of request, and complete or escalate those requests within three business days.

Should the call abandonment rate (as defined in PWS Appendix A) raise above 5%, the Contractor shall investigate to ensure proper operation of the Telephone Management System for calculating calls and review call history to determine trends causing the increase in abandoned calls.

For end users of VHA connected care technologies to report trouble tickets and receive support, the Contractor shall establish the following points of access to the OCC Help Desk:

a. Toll-free telephone number. The Contractor’s daily Average Speed of Answer (ASA) by a human shall be within 45 seconds after the caller makes a final queue selection. ASA is measured as a weighted average against all contact center queues. In addition to the main OCCHD Number, the Contractor shall be required to set-up and support a dedicated toll-free telephone number for the Accessing Telehealth through Local Area Stations (ATLAS) program and a dedicated number for the National TeleStroke Program. The main OCCHD number shall include a silent option for ICU related calls. The Contractor shall not change the toll-free numbers during the TO’s PoP. The telephone system and the incident management ticketing system must allow for automated Customer Satisfaction (CSAT) surveys for Provider calls and Veteran calls. The Contractor shall ensure deletion of all recorded Veteran calls from the telephony system after 60 days. The Contractor shall document all “DSAT” (scores < 10%) on survey responses in the Monthly CSAT report (PWS 5.2.2) and ensure that a QA or customer service specialist reaches out to the survey provider to analyze the cause and recommend remediation of the issue.

b. Voice mail system. The Contractor shall set up the telephone system to provide the option to leave a voice mail message. The Contractor shall respond to all voice mails within 30 minutes of receipt.

c. Email mailbox. The Contractor shall monitor the OCCHD email account and respond to issues via email, phone, or Microsoft (MS) Teams, as appropriate to the severity of the reported issue (defined in Appendix A). All emails must be responded to via the Contractor’s va.gov email address.

d. Web chat. The Contractor shall provide the capability for end users to Web chat through the Contractor-provided incident management system with OCCHD personnel to troubleshoot issues with VHA connected care technologies. This capability is currently enabled through the VA-approved ServiceNow (SNOW) platform.

e. Web portal. This capability is currently enabled through the VA-approved ServiceNow (SNOW) platform. Web portal must be capable of supporting up to 400,000 users.

Issues concerning VHA connected care technologies may also be forwarded by other VA help desks, including the Health Resource Center (HRC), My HealtheVet (MHV) Help Desk, and the Office of Information and Technology’s (OIT’s) Enterprise Service Desk (ESD).

For all issues received by email, phone, voice mail, web portal, and/or chat, the Contractor shall generate a trouble ticket in the Contractor-provided incident management system. For end user requests for VHA connected care technology technical support that cannot be resolved immediately over the phone or chat, the Contractor shall email the requestor with a summary of the request; OCCHD trouble ticket case number, and OIT ESD case number, as applicable. While the trouble ticket is open, the Contractor shall provide the requestor with a status update on their issue every other day until the issue is resolved, regardless of escalation to another help desk or organization. Telehealth Equipment and Mobile Medical Device Provisioning Support will provide a status update on their tickets every 5 business days until the issue is resolved.

If the Contractor cannot resolve a Veteran user request specific to telehealth technologies over the phone, the Contractor shall not send the Veteran a trouble ticket email but shall advise the Veteran to inform his/her clinician/provider that Virtual Medical Room (VMR) testing was unsuccessful or escalate the issue to the applicable telehealth care team or tech support tier for coordination of issue resolution via VA encrypted email. As directed by the VA PM(s)/COR, the Contractor may be required to reach out to Veteran end-users to resolve ongoing or repeated issues.

As a part of OCCHD Support, the Contractor shall establish and maintain an OCCHD Telehealth Technology Lab to troubleshoot issues and test all solutions provided to end users. The lab shall contain at a minimum:

a. Clinical Video Telehealth (CVT) solutions, including telehealth carts, codecs, tablets, Bluetooth peripherals, Teleaudiology components

b. Store and Forward Telehealth (SFT) solutions, including wearables, TeleWound, TeleRetinal, TeleDerm, TeleAudiology and remote temperature monitoring solutions The Contractor shall also provide tools and hardware to all Contractor technicians required to support the OCCHD including, but not limited to Mobile Medical Devices, Accessories, software simulation tools.

OCC HELP DESK TIER I, II, AND III SUPPORT

The Contractor shall provide OCCHD Tier I, II, and III support to review, investigate, troubleshoot, test, diagnose, correct, and respond to incidents reported by end users of VHA connected care technologies, in accordance with all requirements contained in Appendix A.

OCCHD Tier I, II, and III support shall extend to all currently fielded and future VHA connected care technologies, including, but not limited to:

a. All telehealth devices, technologies, and solutions, such as the Telehealth Management Platform (TMP), Telepresence Management Suite (TMS), Cisco Unified Communications Manager (CUCM), VA Video Connect (VVC), Virtual Care Manager (VCM) (to include updating and maintaining Facility Contact lists in VCM), WebVRAM, e911, GlobalMed carts and peripherals, SFT systems, video codecs, wearables, remote temperature monitoring devices, and cameras as well as provider and patient tablets and smartphones.

b. VA developed mobile medical apps, the VA App Store, VA-provided mobile medical devices, MDM software, Mobile Application Platform (MAP) and provide limited Tier I support for DoD-developed apps and VA “whitelisted” (approved) commercial apps. For whitelisted apps, support shall be limited to identifying and reporting common issues, known workarounds and any identified security issues that threaten the Government’s network. OCC supported mobile apps can be found on the OCC Mobile App Store (https://mobile.va.gov/appstore).

Upon receipt of an issue by the OCCHD , the Contractor shall complete initial triage, screening, and categorization of the report and troubleshoot all connected care technology related technical issues. As necessary, the Contractor shall contact the end user if more information is required or to provide a status. If OCCHD Tier I technicians are unable to resolve the issue, the Contractor shall internally escalate the case to OCCHD Tier II support by Contractor senior technicians. Issues that are more complicated in nature that cannot be resolved by OCCHD Tiers I and II shall be escalated internally to OCCHD Tier III support by Contractor engineers. Upon resolution of an issue, if necessary, the Contractor shall contact the end user and provide a recommended solution to the issue, including a workaround, where available. Where appropriate and helpful to the user, the Contractor shall walk the end user through the implementation of the recommended solution. Any trouble ticket resolved by Tier I, II, or III support shall be updated by the Contractor with the resolution of the issue and marked closed. Trouble tickets shall be searchable by topic in the Contractor-provided incident management system to facilitate answering of similar issues across customers and provide ad hoc reports to VA National Leads on trending issues when requested. In the event of a confirmed outage or degraded services, the Contractor must update the status page for VA end- users with the approved Service Alert within one hour. Additionally, Tier III technicians must perform daily smoke testing starting at 7 AM EST (Monday through Friday) and update the status page daily after smoke testing is complete.

The OCCHD shall align and coordinate directly with the following organizations as required to resolve issues: Enterprise System Engineering (ESE), Mobile Technologies team, Healthcare Technologies Management (HTM), Biomedical Engineering (BME), Web and Mobile App Remediation Engineering team, Cerner, VistA Scheduling Enhancements (VSE), and Telehealth Management Platform (TMP) support teams. For trouble tickets requiring OIT / HTM Tier 2-4 support, the Contractor shall create ESD trouble tickets and provide support assistance to the OIT and HTM Teams to resolve elevated issues. For all mobile medical application and app infrastructure and architecture issues that cannot be resolved through OCC Help Desk Tier II support or are determined critical issues, the Contractor shall escalate the issue to the Mobile Application Cloud Migration (MACM) team, the app’s remediation team, or to the OCCHD Engineering Team for resolution, using the Contractor-provided incident resolution tool and the Atlassian JIRA tool, which is used by OCC to track app and architecture development, enhancement, and remediation. In certain instances, the Contractor may be required to enter escalated incident tickets in the Veterans Health Information System Technology Architecture (VistA) Automated Engineering Management System /Medical Equipment Reporting System (AEMS/MERS) ticketing system used by HTM/ OIT BioMed.

For requests outside of technology or services supported by the OCCHD and/or requiring assistance from VA support teams, the Contractor will transfer to the appropriate help desk until the caller is connected to an agent before disconnecting the support call. This includes but is not limited to VA ESD and OIT service desks, as well as 3rd party hardware vendors responsible for supporting the caller or hardware.

Appendix B, OCCHD Tier I, II, and III Sample Support Activities, attached to this PWS contains a representative, but non-exhaustive, list of the help desk support activities that the Contractor shall be required to provide for the VHA connected care technologies listed above. Appendix B is intended to provide additional information to the Contractor but should not be construed as limiting the scope of OCC help desk support services.

As requested, the Contractor shall provide one-on-one (VA providers/staff), technical virtual trainings per year to walk end-users through the operation of VHA digital technologies for common tasks or issues. The Contractor shall refer more complicated or technical training requests to the applicable training center staff members via pre-defined mail groups. The Contractor shall document all training requests and referrals as a Tier I help desk ticket and track ticket resolution. Additionally, the Contractor shall provide ad-hoc training to VA staff, Providers, VISN Leads, Facility Telehealth Coordinator (FTC) and Telehealth Clinical Technician (TCT) on registration and usage of all OCC technologies and solutions.

For issues involving broken, stolen, terminated, and/or retired provider mobile medical devices at sites, the Contractor shall coordinate reporting requirements and replacement devices, as necessary, with end users, local Field Chief Information Officers (FCIO), Information Security Officers (ISO), and VA logistic managers.

For issues involving broken, stolen, terminated, and/or retired patient/Veteran government furnished equipment (GFE), the Contractor shall perform intake of device information from the field to report to the Denver Logistics Center (DLC), populate dashboards, terminate cellular data plans and report data to OCCHD PM(s)/COR. Contractor is expected to process any broken, stolen, terminated, and/or retired patient/Veteran GFE devices. Actual destruction of devices will take place at the DLC.

For all trouble tickets that require telehealth equipment maintenance, the Contractor shall coordinate with the Original Equipment Manufacturer (OEM) to confirm that the equipment is covered under a maintenance agreement and that all required maintenance work is performed. The Contractor shall track all Return to Manufacturer Actions (RMAs) to ensure that replacement parts and repaired equipment are delivered to the VA telehealth facility and that the broken telehealth equipment arrives at the manufacturers’ facility. The Contractor shall provide the VA PM(s)/COR with a Weekly RMA Report that outlines:

a. Details of all open RMAs processed during the previous week, including at a minimum: ticket number, creation date, status, RMA number and date opened, Vendor name, location information, the part description, and VA Point of Contact Name and phone number;

b. Date the repaired part/new part was delivered to VA telehealth facility;

c. Date the broken part was received by OCCHD or OEM from the site;

d. RMAs not returned.

Additionally, the Contractor shall deliver an Annual RMA Report that rolls-up the Weekly RMA Report for the PoP. Additionally, the Contractor shall establish and maintain a database that tracks all Telehealth equipment from date of delivery from the OEM to end of equipment lifecycle. The database shall include serial numbers, delivery location, model, manufacturer, VA purchase order number for all Telehealth equipment. When possible, the Contractor shall upload this database into TMP weekly.

Deliverables:

A. Weekly RMA Report B. Annual RMA Report

OCC HELP DESK DOCUMENTATION AND REPORTING

The Contractor shall provide the VA PM(s)/COR and key telehealth and OIT stakeholders an OCCHD daily VVC and VCM Synopsis email, daily, Monday – Friday that includes, at a minimum, the following information:

a. Trending Issues to include:

i. Total of Affected Sites

ii. Charts of call quality for VCM appointments done via Care/Care1/Care2

iii. Issue description (includes total number of reports for the day)

iv. Initial date reported

v. OCCHD Master Ticket

vi. Summary of the issue

vii. Total reported Cases

viii. Escalation group (includes Ticket number)

ix. Current status

x. Last update

xi. Last follow up

xii. Date of last reported case

xiii. Next steps

xiv. Lists who the Action is assigned

b. Daily statistics to include:

i. VVC downtime – Care

ii. VVC downtime – Care1

iii. VVC downtime – Care2

iv. VCM scheduling downtime

v. VOD/TMP scheduling downtime

vi. ATLAS appointments scheduled in VCM

vii. Number of appointments scheduled in VCM

viii. Number of appointments scheduled in TMP

ix. Number of appointments scheduled in VVC Now

x. Number of telehealth appointment scheduled in Cerner

xi. Number of telehealth appointments created in VSE

xii. SMS messages from VVC

xiii. Total VVC Now Appointments

xiv. VA network port utilization

xv. AWS utilization

xvi. Total VVC minutes across all environments

Upon occurrence VVC scheduling errors, the Contractor shall provide reporting with data gathered from VVC.

The Contractor shall provide the VA PM(s)/COR and key telehealth stakeholders an OCC Help Desk Daily Flash report via email twice per day, Monday – Friday (i.e. morning report sent by 8:30am ET; afternoon report sent by 12p ET) or via automated PowerBI dashboard that includes, at a minimum, the following information:

a. OCCHD Tier 1 staffing and absences to include: Roster number and number of Technicians available to take calls

b. Onboarding activities

c. Prior day stats to include:

i. Total incoming volume received

ii. Presented calls

iii. Handled calls

iv. Average speed of answer

v. Abandonment rate (0-15 seconds; 16-30 seconds; Greater than 30 seconds) Origin of call (Veteran vs Staff)

vi. Average handle time

vii. Emails received

viii. Portal cases received

d. Key insights

e. Service impacting events

f. OCCHD Service Alerts sent

g. Equipment/Inventory

h. Call metric graphs showing

i. Daily call activity

ii. Average speed of answer

iii. Calls handled vs. Average handle time

iv. Abandoned call percentage overlaid with missed call totals

v. Voicemail activity

vi. Emails/chats/voice mail

vii. Open tickets by age

viii. Tickets by origin

ix. Presented calls heat map by hour

i. Report will be posted on VA OCCHD SharePoint in PDF format and emailed to key stakeholders.

j. Saturday and Sunday reporting will be included on Monday’s report

k. Daily: Partial data within Daily Flash to be sent by 5 pm EST each day including current-day call metrics as of 4 PM EST.

The Contractor shall provide the VA PM(s)/COR with an OCCHD Weekly Dashboard that includes, at a minimum, the following information:

a. Calls, Emails, Voice Mails, ServiceNow Portal Requests, and Text Chats Received

b. Average Speed of Answer

c. Dropped Calls and Abandonment Rate in both the Veteran and Provider Queues

d. Tickets Created & Closed

e. Average Ticket Duration

f. Top 5 Mobile Apps with reported issues based on ticket volume

g. Total number of Provider iPads shipped

h. Link to database including all processed RMAs.

i. Tickets Created by VISN

j. Top Reported Issues by VISN

k. Tickets Resolved by Support Tier

l. Tier II (non OCCHD) Escalations Report, including unresolved issues

m. Tickets created for Veteran reported issues

n. Hardware Failure & Network Connectivity

o. Weekly Presented Volume by Origin (Emails/Veterans Calls/Provider Calls)

p. Weekly Presented % volume trends by Origin (Emails/Veterans Calls/Provider Calls)

q. Weekly Handled Volume by Origin (Veteran Calls/Provider Calls)

r. Weekly Handled % Volume trends by Origin (Veteran Calls/Provider Calls)

s. Weekly Missed Volume by Origin (Veteran/Provider calls) and % of presented calls

t. Tickets Closed/Resolved by Aging Buckets

u. Tickets created for Provider/Staff reported issues

v. Top Provider iPad tickets by type

w. Current open RMA tickets (21+ days)

x. Provider iPad tickets created by origin (phone/portal/email/chat)

The Contractor shall develop and deliver an OCCHD Monthly Ticket Status Report provided to VA PM(s)/COR that includes the following:

a. Tickets Created

b. Tickets closed

c. Tickets Not Resolved

d. Tickets created by phone percentage

e. Tickets created by portal percentage

f. Tickets created by chat/email percentage

g. Tier I percentage of closed volume

h. Tier II percentage of closed volume (OIT &HTM)

i. Tier III percentage of closed volume (Vendor)

j. Average Speed of Answer

k. Abandonment rate

l. Average ticket duration

m. Chart shows monthly closed/resolved ticket volume (YTD)

n. Chart workload by year by type of interaction with tickets handled and closed

The Contractor shall develop and deliver a Monthly WebVRAM Report for the Telehealth WebVRAM platform to the VA PM(s)/COR that includes the following data:

a. Number of WebVRAM business units

b. Number of WebVRAM users with the ability to filter by number of users in each business unit

c. WebVRAM up-time and down-time

d. Number of calls to the OCC Help Desk on WebVRAM issues and a breakout of the issues reported

e. Number of escalations to OIT as well as the types of issues and issue resolution time

All Help Desk issues identified as critical, in accordance with Appendix A, shall be reported to the VA PM(s)/COR within 30 minutes of receipt. Reports of actions being taken to resolve the issue shall be provided with updates at a minimum of every four (4) hours until full functionality is restored. As required, the Contractor shall join VA-hosted “High Priority Incident” (HPI) calls and have in attendance a technical lead as well as an operational supervisor, along with other technicians as necessary.

A Detailed Outage Report that documents the outage time, services impacted, cause of the outage, and actions taken to restore the system shall be produced after the incident is resolved and provided to the VA PM(s)/COR within 3 business days of resolution.

Additionally, the Contractor shall provide the VA PM(s)/COR with the following regular reports:

a. Weekly Alert Summary Report of all Service Alerts generated prepared in collaboration with Engineering Lead and Contractor Project Manager

b. Monthly Customer Satisfaction Survey Reports (Provider/VHA CSAT and Veteran CSAT).

c. Quarterly Utilization Report, using data obtained from VA’s current metrics collection platform

The Contractor shall also provide a weekly VVC Expansion Report that assists the Government in tracking up to 200,000 VVC Expansion hardware assets. The report, at a minimum, should include:

a. Summary tab with hardware model information with quantity in stock and quantity in use, including:

i. Breakout of HUD-VASH in use

ii. Distributed since October 2018

iii. Average daily requests filled (10 days)

iv. Average request filled in the past 6 months

v. Number of days before supplies are depleted

vi. Estimated date supplies will run out

vii. Requests filled in the previous 10 days

b. Shipment detail tabs by hardware asset type to include:

i. Manufacturer

ii. Medical Center address

iii. Ship to contact email

iv. Model information

v. Part number

vi. Quantity shipped

vii. Customer PO number

viii. IFCAP PO number

ix. VISN

x. Medical center

xi. Shipping address

xii. Approved by

xiii. Ship to contact name

xiv. Ship to contact phone

xv. Ship date

xvi. Tracking info

The Contractor shall provide a twice per week Virtual Care Manager (VCM)-My VA Images (MVAI) Testing report on Mondays and Fridays that includes information on the following tests:

a. VCM: Submitting a request (Pass/Fail)

b. MVAI: Responding to a request (Pass/Fail)

c. VCM: Reviewing and completing the request (Pass/Fail)

d. Patient testing device today: Android/iOS

e. Option requested and sent: photo The Contractor shall also provide Ad hoc Reports as assigned by the VA PM(s)/COR. Ad hoc reports will be due within three (3) business days of assignment.

The Contractor shall submit all reports to the VA PM(s)/COR for review and approval. For all daily reports, the Contractor shall include the Saturday and Sunday Synopsis on Monday’s report. In the event of a holiday, the Contractor shall include the synopsis from the holiday in the report for the following business day.

As requested, the Contractor shall periodically attend virtual status meetings with the with OCC personnel, to receive information on upcoming connected care technology changes, and to provide input on common connected care technology issues. Additionally, the Contractor shall support the Mobile Applications Governance Board (MAGB) “Pulse Check” meetings hosted by Senior OCC leadership and provide status updates for high priority urgent issues, as required.

Deliverables:

A. Daily VVC and VCM Synopsis Report B. VVC Scheduling Error Report (per occurrence) C. OCC Help Desk Daily Flash Report D. OCC Help Desk Weekly Dashboard E. OCC Help Desk Monthly Ticket Status Report F. Monthly WebVRAM Report G. Detailed Outage Reports H. Weekly Alert Summary Report I. Monthly Customer Satisfaction Survey Reports (Provider & Veteran CSATs) J. Quarterly Utilization Report K. Weekly VVC Expansion Report L. Twice weekly VCM-MVAI Testing Report M. Ad Hoc Reports

OCC HELP DESK CLIENT MEETINGS

The contractor shall prepare content, manage attendance, host as needed, and maintain meeting summaries (for hosted meetings) for, at a minimum, the following regular meetings:

a. Daily Meetings

i. System Check In – Annie: Technical SME (Tier II or higher) on Annie system to join client-hosted meeting

ii. System Check-In – TMP: Technical SME (Tier II or higher) on TMP system team to join client hosted meeting

iii. System Check In – VVC Sync: Technical SME (Tier II or higher)

b. Weekly Meetings

i. Weekly Dashboard Review: Operations manager, and technical leads to host and present weekly dashboard (described in section 5.2.2) along with Q&A session and action items

ii. TMP Open Ticket Review

iii. GlobalMed Weekly Status Check

iv. VVC/VCM/ATLAS Release Planning meeting

v. VHA TeleAudiology Meeting – Open Office Hours

vi. OCCHD ATLAS Ticket Review

c. Bi-Weekly Meetings

i. EMM Enterprise Admin Meeting

ii. HRC Meeting

iii. VHA TeleAudiology Meeting – Technology Review

iv. VA Telehealth/VMWare Meeting

v. TMP Knowledge Transfer

vi. Telehealth Technology and Equipment Office Hours

d. Monthly Meetings

i. VA Mobile Medical Device Meeting

ii. National Meetings attended by the OCCHD, OCCHD does not host they only present as requested. No deliverables required.

1. CVT Preceptor National Meeting

2. TCT National Forum

3. SFT National Forum

4. FTC National Forum

iii. Virtual Care Champions Meeting: contractor project manager to join, along with technical SME on Tier III team and answer FAQs, participate, and present to topics as requested by the Virtual Care VA team.

iv. WebVRAM – Monthly IPT Meeting

v. TMP Tips and Tricks OCC Network Operations Center (NOC) The Contractor shall provide monitoring and testing of VA-owned and provided systems for general health, performance, trending, and alerting. Monitoring shall be comprised of different systems providing insight into the health and performance of said systems while logging and tracking trends. The Contractor shall use Splunk dashboards and reporting as the primary application to monitor and respond to alerts from the systems per the defined and configured key performance indicators (KPIs). The Contractor shall use AppDynamics to monitor and report on application services in which alerting is also configured based on KPI definitions. The Contractor shall use Pexip and Vyopta to complete reporting, triage, and analysis for VVC connections. This system also provides alerting to be generated in the event of issues or errors. When alerts are generated, the Contractor shall create tickets as necessary, triage the report, and escalate issues per the guidelines that have been established.

Dashboards used for monitoring include, but are not limited to, the following:

a. Splunk – Telehealth System Overview: Provides insight to call quality, alarms, and conference statistics

b. Splunk – Service Analyzer: Provides overview of the health and status of services in the VA network and VVC services

c. Splunk – MAP Postfix: Provides statistics related to creation, reminders, and subscriptions to appointment email notifications The Contractor shall complete proactive testing of critical systems and services (where access is permitted) to 30+ applications. The Contractor shall complete testing multiple times daily for all applications. VVC and VCM testing shall be completed hourly and testing shall be compiled and reviewed daily.

The Contractor shall respond to incidents and escalations that are received from the Help Desk, other system owners, or through additional approved lines of communication. The Contractor shall then intake, triage, investigate, and work towards the resolution of all reports. The Contractor shall notify staff, system, and application owners of any issues that may be causing disruption to end users or services while working closely with all respective counterparts until resolution.

VHA TELEHEALTH EQUIPMENT AND MOBILE MEDICAL DEVICE PROVISIONING SUPPORT

TELEHEALTH EQUIPMENT SUPPORT

The Contractor shall assist with providing storage and logistics for program level telehealth devices and, upon VA PM(s)/COR direction, provision those devices to VA locations in response to OCCHD tickets and OCC national provisioning needs. Prior to shipping, the Contractor shall notify Site POCs by email, of all incoming deliveries, including line-by-line details of the equipment being delivered to the site, a copy of the packing slip, and equipment disposition instructions. The Contractor shall not make any changes to the delivery schedule at the request of Site POC without prior approval from the VA PM(s)/COR.

The Contractor shall assist with coordination of deliveries with Site POCs and COR before shipment of hardware to ensure sites have adequate storage space. All shipments, either single or multiple container deliveries, will visibly bear the VA Purchase Order number (IFCAP PO) on external shipping labels and associated manifests or packing lists included in each container. In the case of multiple container deliveries, a clear statement on all shipping manifests and external shipping labels shall indicate the total number of containers for the complete shipment, i.e. “Package 1 of 2”. The Contractor shall track all orders, including part number, serial number, MAC Addresses (if available), tracking number and a confirmation of the person that signed for the order at the point of destination. The Contractor shall obtain packing slips and Proof of Deliveries and provide them to the VA PM(s)/COR with each associated invoice.

The Contractor shall store up to 40,000 pieces of equipment at Contractor facilities at any one time and carry insurance to cover any loss of equipment while in storage. The Contractor shall ship up to 50,000 pieces of equipment per year to VA locations around the United States (U.S.) and U.S. Territories. Shipments shall be insured to cover for loss and/or damage.

VHA MOBILE MEDICAL DEVICE PROVISIONING/ACTIVATION, REPAIR, AND DECOMMISSIONING SERVICES As needed, the Contractor shall assist with inventorying, storing, distributing, and maintaining all VA-owned mobile medical devices as directed by the VA PM/COR. The Contractor shall comply with the requirements contained in:

a. VA Directive 7001 Property Management Regulation Directive of April 28,1994

b. VA Directive 7348 Utilization and Disposal of Personal Property of March 30, 2012.

c. VA Handbook 7127 of September 19, 1995 Materiel Management Procedures

d. VA Handbook 7128 of March 15, 1996 Storage and Distribution Procedures.

e. Standard Operation Procedure (SOP) Media Sanitization and Disposition (May 5, 2020) – Section 6.3 – Media Disposition

The Contractor shall develop a Device Provisioning, Activation, and Repair Plan and provide services for mobile medical device provisioning and delivery to end users of mobile medical devices. The plan shall be updated regularly to reflect changes.

The Contractor shall receive mobile medical devices from the device provider and inventory, activate, provision, ship to users, complete minor repairs for mobile devices, and decommission mobile medical devices in accordance with VA decommissioning procedures. Contractor responsibilities shall also include:

a. Hardware Configuration and Provisioning:

i. Provisioning and enrolling devices into VA’s MDM solutions (provider MDM and Veteran MDM) that facilitates device network access, certificates, and IP distribution.

ii. Install cases and developed and include installation guides and attach asset tags on the device before shipment.

b. MDM Management and Configuration:

i. Assisting OCCHD callers with mobile medical device issues and verify the MDM solution is functioning correctly.

ii. Implement modifications of existing user profiles based on changes in policy, security, operational needs, and site changes.

iii. Apply VA Approved profiles to mobile medical devices and change profiles on mobile medical devices, at the request of the VA.

iv. Maintaining mobile medical devices with at least the minimum approved VA configuration.

c. Data Plan and IT Asset Management:

i. Inventory all OCC assets including telehealth carts, spares, VVC equipment, Provider tablets, Patient Video Tablets (PVT), and other tablets and assets purchased by OCC.

ii. Interfacing with wireless telecommunications service/device providers to monitor, modify, add, delete, and suspend mobile medical device service plans.

iii. Activating, deactivating, and suspending the devices’ cellular data plans upon request from the government.

iv. Maintain list of Program POCs (TeleStroke, Homeless) that have mobile medical devices. The list shall include POC first name, last name, VA email address, phone number and be updated on a quarterly basis.

v. Support up to 200 sites and program offices with independent procurement in lifecycle management of their cellular data plans to prevent gaps in service. This includes reminding sites/program offices 90/60/30 days prior to the expiration of the cellular data plans as well as continual auditing and validation of data plan activity and usage reporting within the contractor systems and VA owned systems to ensure accuracy across all sources including ITSM platform, VA Mobile Device Management solutions. Maintain list of sites/program offices POCs that have mobile medical devices. The list shall include POC first name, last name, VA email address, phone number and be updated on a quarterly basis.

vi. Maximo is the VA’s asset tracking system. Currently used by the Asset Management Team to track:

1. Equipment in storage

2. Equipment in the field by location and assigned to users.

3. Users signing for equipment. This system sends annual reminders for user to sign for their GFE in the Maximo system

4. Historical information on lost and missing assets

vii. Maximo requires monthly audits to ensure assets are properly assigned to the correct individual, project and program.

viii. The Asset Management Team shall create a user profile for each user assigned GFE in Maximo (such as an iPad). This profile shall include; first name, last name, email address, phone number, location (VA medical center), alias, and selection of correct EIL profile.

d. Repair and Re-Distribution:

i. Maintain and continually update sanitization and return to stock procedures to ensure returned devices are in proper working order.

ii. Assessment and minimal repairs or replacement of broken or dysfunctional devices.

iii. Decommissioning up to 2,000 Provider devices per year. All defective devices beyond economical repair will be retained for disposal in accordance with VA Handbook 6500.1 Electronic Media Sanitization requirements. Defective devices shall be destroyed by the Contractor upon VA PM(s)/COR approval.

e. Storage, Logistics, Shipping, and Receiving:

i. Securely storing and Inventory Mobile Medical Devices (MMD) (up to 40,000 at any given time).

ii. Shipping provisioned devices to end users; includes outbound scans of Asset Tags, updating customer with tracking details upon shipment, and validate the customer has received the item.

iii. Receive into Contractor warehouse repair and/or refurbish devices.

iv. Installing required Subscriber Identification Module (SIM) cards, when necessary for service activation.

v. Coordinating any needed warranty work with the wireless telecommunications service/device providers during the warranty period.

vi. Verifying the proper operation of the device(s) cellular data plan.

vii. Ship new SIM cards to VA locations when new data lines are activated or when the cellular carrier is changed…