SRS Statement of Work 1 June 2023.pdf

STATEMENT OF WORK

ScriptPro Storage and Retrieval System (SRS)

June 1, 2023

1. SCOPE: The government requires expansion of current ScriptPro Workflow System with the Storage and

Retrieval System Brand name or Equal to ScriptPro’s SRS system. The proposed pharmacy storage and retrieval systems must have the ability to fully integrate with the existing ScriptPro Workflow

System.

Contractor shall furnish all labor, material, parts, tools, equipment, supervision, transportation, and expertise necessary to deliver, install, and configure proposed storage retrieval system, located at the Miami VAHS

(William “Bill” Kling VA Clinic), 9800 W Commercial Blvd, Sunrise, FL 33351.

2. CONTRACT PERIOD: Contract period shall be 120 Day ARO. No option years.

3. QUALIFICATIONS: To be considered eligible for consideration, offerors must:

A. Provide upon written request assurance of competency of their personnel and list of credentials of approved Field Service Engineer (FSE) for equipment the Contractor services at the required location.

B. The FSE shall be authorized by the Contractor to perform the maintenance and service. All work shall be performed by “Fully Qualified” competent FSE which can be based on completion of training and field experience.

C. If the equipment required repair, servicing, or troubleshoot that cannot be performed remotely, the

Contractor will dispatch a Field Service Technician. The Technician will arrive during the pharmacy’s standard hours of operation. The minimum standard response time for each dispatch will be no later than the following workday after notification of equipment malfunction.

D. Contractor may subcontract under the Support Package; however, such subcontracting shall not relieve

Contractor of its obligation or duties to Customer. In order to expedite on-site service, Contractor may deploy professionally trained contract technicians available in the local area to make repairs or adjustments to the system. Such technicians shall operate under the control and supervision of

Contractor.

4. EQUIPMENT AND SERVICES TO BE PROVIDED:

A. General:

1) Contractor shall provide the necessary manpower, materials, and supervision to properly deliver, install, and configure the following. Equal items must have the ability to fully integrate with existing

ScriptPro Workflow System.

Item Description Quantity

SRS Base Cabinet Storage and Retrieval System Base Cabinet 1

SP Data Port Pharmacy Data Terminal 2

Remote Access Server for WMS

Inbound Access to Workflow Management System

Software (up to 5 sessions)

SRS Workstation Storage and Retrieval System Workstations (including 4 scanning drawers)

SRS Back Storage Storage and Retrieval System Back Storage (increase storage capacity from 90 to 200 bags)

Script Scanner Paper Prescription Input Scanner 1

RAS Device License

Package

Workflow Management System Remote Access Server

Device License Package (5 devices) (optional. Increases user licenses from 5 to 10)

Standard Interface Standard Interface - VEText, UPS 2

Salient Characteristics

• The function and use of the equipment is Securely stores up to 200 containers, each containing multiple prescriptions and prescription paperwork per patient.

• Integrates user management across the current ScriptPro Platform

• Efficiently performs retrieval operation in under 10 seconds.

• Allows storage capacity to be expanded with the addition optional SRS Endcap Storage being utilized at the facility

• Utilizes barcode controls

• Includes Electronic Door Locks for tracking manual access by user. Controls access to CIIs, CIII-Vs, and Unscheduled drugs

• Provides detailed user tracking

• Provides automated return to stock processes and highlights at-risk patients for outreach

2) Contractor shall provide the necessary manpower, materials, and supervision to properly execute the maintenance and repair of the equipment.

3) Contractor must provide a service reporting process for all service requests.

B. Repair and Maintenance – Support Service:

All support service and/or maintenance shall be performed remotely and on-site during normal VA business hours, 8:00am to 6:00pm Local Time (Eastern Standard), Monday thru Friday, excluding

Federal Holidays. Work performed outside the normal hours of coverage at the request of FSE shall be considered service during normal hours of coverage. If work must be performed outside of normal business hours and is requested by the COR, a separate IFCAP Obligation number must be obtained by the Contractor prior to performing any work.

Contractor shall not be expected to perform service of the following Federal Holidays, or any other day specifically declared by the President of the United States to be a Federal Holiday:

New Year's Day Labor Day

Martin Luther King, Jr Columbus Day

Presidents Day Veterans Day

Memorial Day Thanksgiving Day

Juneteenth Day Christmas Day

Independence Day

When one of the above designated Federal Holidays falls on a Sunday, the following Monday shall be observed as a Federal Holiday. When a Federal Holiday falls on a Saturday, the preceding Friday is observed as a Federal Holiday by United States Government agencies.

1) Overview: The contractor shall provide Customer Service Department providing an all-inclusive support contract that includes the following services for a flat monthly fee:

1. 24x7x365 Help Desk support to address questions and problems on an immediate, real-time basis

2. On-site field service repair

3. Preventive maintenance

4. Software updates

5. Drug database updates

6. Ongoing interface maintenance

2) Diagnosis and Issue Resolution: Contractor shall provide a Customer Service Department providing diagnostic and resolution services that include the following:

1. Diagnosis/root cause problem analysis

2. Defined resolution approach - workaround or fix

3. Instructions to authorized customer representatives regarding actions to be taken to correct, or assists in correcting, the problem

4. Adjustment of software configuration

5. Correction of errors or defects in software programs including sourcing, testing, and implementation of patches and service packs provided by third party software

Providers

6. Correction of interfaces and reports

7. Documentation of problems, corrections, tests, and resolutions

8. Quality/training initiatives to increase operator knowledge and decrease the number of reportable incidents

3) Technical Support: Contractor shall provide 24x7x365 Technical Support via telephone and remote access to installed systems. Customer support systems and processes are in place for timely and thorough documentation of issues reported by authorized customer representatives. Contractor supervisory personnel can listen to and monitor progress on calls with automatic notifications that trigger escalation of issues within specific time parameters. Call can be recorded to monitor quality and customer satisfaction, and for follow-up reviews of customer support events.

A required element for Technical Support is remote access using console sharing software that allows the Contractor to diagnose and solve problems as well as provide user training and other valuable services. The technician can view the same image seen by the local user and both can operate the keyboard and mouse to interact with the screen. Additionally, Contractor equips every system with software to diagnose and troubleshoot problems. Using diagnostic software, Contractor Technical Support can assess a component failure and quickly arrange for replacement of failed parts.

4) On-Site Field Support: Contractor shall offer on-site field support for diagnostic and repair services. Contractor shall dispatch qualified technician to perform necessary services and repairs to provided equipment to ensure optimum operation and efficiency of the equipment is maintained and properly functioning of the equipment conforms to the Contractors OEM standard specifications.

Provided that the customer shall operate the equipment in accordance with the manufacturer’s instructions, shall keep the system in good operating conditions and in conformance with its published equipment requirements.

5) Diagnostic and Repairs Service: If the equipment requires repair, servicing, or troubleshooting that cannot be performed remotely, the Contractor shall dispatch a Field Service Technician. The

Technician will arrive during the pharmacy’s standard hours of operation. The minimum standard response time for dispatch will be no later than the following workday after notification of equipment malfunction. Field Service Technicians work in and around the pharmacy workflow to be as non-intrusive as possible, and they work efficiently to bring the products back into normal service.

6) Part Replacement: All parts, labor, and travel to perform service and repairs are included in the monthly support fee. Parts requiring replacement to maintain the equipment in accordance with

Contractor specifications will be replaced on an exchange basis and may be either new or rebuilt parts. Contractor will install all parts needed for service and repair except for Customer Replaceable

Parts that can be replaced by pharmacy staff with reasonable effort. The Contractor will provide a list of Customer Replaceable Parts upon request.

C. Preventive Maintenance:

1) Preventive Maintenance: Preventive Maintenance (PM) is a key component of the Contractors service offering. PM check-ups increase overall system performance, lower total cost of ownership, and extend the life of the system. With regular, preventive care from both staff and the Contractor’s onsite and remote maintenance experts, the pharmacy will be able to maximize system uptime and reduce downtime associated with unexpected failures. Contractor shall schedule annual PM check-ups that are performed either on-site by a Field Service Technician or remotely by a Help Desk support.

2) On-Site Preventive Maintenance: On-site PM check-ups include scheduled maintenance, inspections, replacement of defective and worn parts, and testing services in accordance with

Contractor’s OEM specifications.

3) Remote Preventative Maintenance: Remote PM services include connecting to the system to perform proactive diagnostics, implement software improvements, and performance system analysis.

This work is typically performed at night with follow up discussions with an authorized customer representative to discuss any findings or to notify of a planned Field Service Technician dispatch that may have been determined to be required. All Support Services will be performed in coordination with the appropriate government agency, and with agency OIT approval.

5. SPECIAL INSTRUCTIONS:

A. Contractor Check-In: The contractor’s representative will contact Healthcare at (954) 475-5500, ext.

15565, prior to performing service at the William “Bill” Kling Biomedical Department.

B. Identification: The Contractor's FSE’s shall always wear visible identification while on the premises of

William “Bill” Kling VA Clinic and follow all local visitor badging policies.

6. VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

a. Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

b. If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal

Acquisition Regulation (FAR) part 12.

c. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

d. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program.

The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

7. SECURITY INCIDENT INVESTIGATION:

a. The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures.

The contractor/subcontractor shall immediately notify the COR and simultaneously, the designated ISO and

Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

b. To the extent known by the contractor/subcontractor, the contractor/subcontractor’s notice to VA shall identify the information involved, the circumstances surrounding the incident (including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the contractor/subcontractor considers relevant.

c. With respect to unsecured protected health information, the business associate is deemed to have discovered a data breach when the business associate knew or should have known of a breach of such information. Upon discovery, the business associate must notify the covered entity of the breach.

Notifications need to be made in accordance with the executed business associate agreement.

d. In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA

OIG and Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

8. LIQUIDATED DAMAGES FOR DATA BREACH:

a. Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

b. The contractor/subcontractor shall provide notice to VA of a “security incident” as set forth in the

Security Incident Investigation section above. Upon such notification, VA must secure from a non-

Department entity or the VA Office of Inspector General an independent risk analysis of the data breach to determine the level of risk associated with the data breach for the potential misuse of any sensitive personal information involved in the data breach. The term 'data breach' means the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment, to data containing sensitive personal information, in electronic or printed form, that results in the potential compromise of the confidentiality or integrity of the data. Contractor shall fully cooperate with the entity performing the risk analysis. Failure to cooperate may be deemed a material breach and grounds for contract termination.

9. SECURITY CONTROLS COMPLIANCE TESTING:

On a periodic basis, VA, including the Office of Inspector General, reserves the right to evaluate any or all of the security controls and privacy practices implemented by the contractor under the clauses contained within the contract. With 10 working-day’s notice, at the request of the government, the contractor must fully cooperate and assist in a government-sponsored security controls assessment at each location wherein

VA information is processed or stored, or information systems are developed, operated, maintained, or used on behalf of VA, including those initiated by the Office of Inspector General. The government may conduct a security control assessment on shorter notice (to include unannounced assessments) as determined by VA in the event of a security incident or at any other time.

10. TRAINING:

a. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete VA Privacy and Information Security Awareness and Rules of Behavior

Training before being granted access to VA information and its systems.

(1) Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Rules of Behavior before being granted access to VA information and its systems.

b. The contractor shall provide to the contracting officer and/or the COR a copy of the training certificates and certification of signing the Rules of Behavior for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required.

c. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and documents are complete.