36C24819Q1396-001.docx

STATEMENT OF WORK (SOW)

Part 1: General Information A: Introduction The Tampa VA is seeking a vendor to provide a transitional care program that will generate patient’s educational documents by utilizing the existing systems’ information. The vendor shall provide a solution to permit use of the VA’s Care Transitions Portal, including The Veterans Information System and Technology Architecture (VistA) and Computerized Patient Record System (CPRS). The vendor shall implement a framework for an Integrated Care Transitions Portal user interface in order to create and print a Care Plan booklet for veterans as part of their discharged process.

The Care Plan will include the following data to the extent that they are available within the system:

Branded Site Logo Patient Aligned Care Team details Patient Demographics Medications Appointment Information Diet and Activity Instructions Patient Education Patient Care Instructions My HealtheVet information B. Background The Tampa VA currently provides veterans with educational materials to help reduce preventable readmissions, improve compliance with medical plan of care, follow-up appointment attendance, and improve patient care transitions from acute to primary care settings.

C. Scope:

The vendor shall provide a solution for to the Tampa VA nursing administrative unit to support patients’ needs identified above. Maintenance and support services shall be included.

Training:

The contractor shall provide training as needed for any significant system performance changes. Virtual training will be preferred. The Tampa VA shall also request on-site training if warranted.

Maintenance Services:

The contractor shall provide day-to-day support (via e-mail and phone), software maintenance, and continual access to quarterly updates (new features, content, enhancements, and other updates to the software).

Part 2: Work Requirements A.

2.1 Supported versions. Company will provide Maintenance for Software usage.

2.2 Enhancements and Error Correction. The VA shall be notified on all Error Corrections and Enhancements to the Software and will make corrections at no additional charge to the VA.

2.3 Customer Technical Support Contacts. The vendor shall designate support contacts who can assist the VA regarding maintenance and support issues.

2.4 Web-based support. The vendor shall provide the VA with access to any on-line support information and tools deemed necessary immediate support. The vendor shall also include access to available knowledge database, on-line technical library or on-line documentation.

2.5 Telephone and Email Support Services. The vendor shall provide e-mail technical support services during the hours of 9:00 a.m. U.S. Eastern time to 9:00 p.m. U.S. Eastern time, Monday through Friday, excluding federal holidays and will provide e-mail or telephone assistance on a 24 hour per day/7 day per week basis for Severity 1 errors. Company will respond to Customer's requests for support and work to resolve the problems indicated within the following time frames

Severity Level 1

Severity Level 2

Severity Level 3

Severity Level 4

“Severity Levels” means the four severity levels defined below:

“Severity 1”: A type of Error that: (1) renders the entire or any part of the Software inoperative; or (2) causes the Software to fail catastrophically. No workaround exists or the available workaround is unacceptable due to its operational impact on Customer's business.

“Severity 2”: A type of Error that significantly degrades performance of the Software or materially restricts Customer's use of Software.

“Severity 3”: A type of Error that causes only minor impact on the use of the Software.

“Severity 4”: Proposed enhancements or usage questions.

Deliverables- Maintenance and support as defined above as well as access to the product for the duration of the five-year term, base year + four option years.