2. 36C25623Q1474 0001.pdf

5. PROJECT NUMBER (if applicable)

CODE 7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER 3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO. 1. CONTRACT ID CODE

FACILITY CODE CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office. is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER 16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30 PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243

(Type or print) (Type or print)

(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code)

(If other than Item 6)

(Specify type of modification and authority)

(such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer)

1 1

580-23-2-4034-0035

36C256

Department of Veterans Affairs Network Contracting Office 16 Galleria Financial Center 5075 Westheimer Road, Suite 750 Houston TX 77056-5643

36C256

Department of Veterans Affairs Network Contracting Office 16 Galleria Financial Center 5075 Westheimer Road, Suite 750 Houston TX 77056-5643

To all Offerors/Bidders

36C25623Q1474

08-28-2023

X x x

**HOUR & DATE for receipt of offers is EXTENDED to: August 30, 2023 at 4:00p.m. CST x 1

The purpose of this amendment is to post Questions and Answers (Q&As) and to revise language in the solicitation.

See attached Q&As. This amendment will need to be signed and returned with quote submission to be eligible for award.

Statement of Work-36C25623Q1474 and 52.212-2 Addendum Evaluation is updated and replaced with the attached version.

POC: Jeneice Matthews, jeneice.matthews@va.gov

Oney Kelly Contracting Officer

To: All Offerors

1. The Network Contracting Office (NCO) 16, in support of the MEDVAMC (Michael E. DeBakey

VA Medical Center) received the following questions in response to Request for Quotation

(RFQ) 36C25623Q1474.

2. Please see below for the Offeror’s questions and NCO 16’s respective answers accordingly.

QUESTION NO 1. Per the government price schedule: Will bids be accepted that bundle item numbers in the governments price schedule under one price as long as the vendor documents which item numbers are included in that bundled price?

ANSWER NO 1.: FAR 52.212-2 Addendum outlines the minimum requirements for acceptability and price reasonableness.

QUESTION NO 2. Page 8, Section 1, 1st paragraph: In reference to the "VA ATO," are you referring to the need to have a VA FedRAMP ATO?

ANSWER NO 2.: See Statement of Work, Section 1.

QUESTION NO 3. Per section 5 A "capable of operating completely independent of the VA network" - If a FedRAMP ATO is required, is it the government's preference that the platform be capable of operating on any VA owned device connected to the VA network?

ANSWER NO 3.: See Statement of Work, Section 5A.

QUESTION NO 4. Page 9, Section 5.A.i: For vendors with SOC II certification will evidence of such certification meet this requirement?

ANSWER NO 4.: See 52.212-2 Addendum outlines the minimum requirements.

QUESTION NO 5. Page 11, Section 5.C.ii: How many annual SMS surveys are anticipated?

ANSWER NO 5.: Minimum of 12 surveys per department. Annual survey amounts shall be up to 500 surveys annually and contingent upon MEDVAMC completing the requested number of surveys to meet the WeCARE rounding metric.

QUESTION NO 6. Per section 6 Data Services: If FedRAMP ATO is required do you still require cellular data services (mifi)? If so, what purpose will be served by the cellular data service? A FedRAMP ATO allows the platform to be accessed through VA devices on the VA network.

ANSWER NO 6.: See Statement of Work_Revised, Section 6.

QUESTION NO 7. Per section 5.B.v: Round scheduler - is the government requiring a built in scheduling tool? What criteria is used for best practices? Is it a total % of patients rounded on or is it a per unit patient rounded count? Or something else?

ANSWER NO 7.: See Statement of Work Section 5.B.v.

QUESTION NO 8. Page 35, BAA: For vendors who hold a VA National BAA will a DeBakey specific BAA still be required?

ANSWER NO 8.: If a national VA BAA is on file a specific MEDVAMC BAA is not required.

QUESTION NO 9. Will the government extend the due date to 5 business days after questions are answered?

ANSWER NO 9.: See Amendment Section 11 for hour and date specified for receipt of Offers.

QUESTION NO 10.: Optional interface to personnel systems to automate updates o Question: Is this an immediate requirement? We have this under development but not currently available. Please clarify what systems we would need to link to.

ANSWER NO 10: See Statement of Work, Section 5.C.v.

QUESTION NO 11.: Each report delivered electronically via an email directly to each stakeholder or stakeholder group with the specific questions or responses relevant to each group or individual without action or login required:

o Question: We have the capability to email prompts but our system requires login because of the possibility of PHI. Is that acceptable?

ANSWER NO 11: See Statement of Work, Section 5D.

QUESTION NO 12.: All interfaces configured to incorporate VA logo and colors. Question: If kiosks are desired we can customize those screens for public facing inputs but we are not able to customize other internal formats. Is that acceptable?

ANSWER NO 12: See Statement of Work, Section 5A.

QUESTION NO 13.: Flexible report formats including: (We have the ability to send reports, but login is required, can’t send a PDF through the email, but can download a PDF, Excel, etc.) § Embedded directly in the email for ease of viewing § Attached as a PDF for printing, saving, and distribution § Attached in an editable form for copying pasting within Word, Excel, or other productivity tools

§ Sent to specified systems for importing into data warehouse or other IT systems for combination with other content

Question: As above, we do not send content over email due to PHI concerns but outputs are downloadable in the specified formats once in the system. Is that acceptable?

ANSWER NO 13: See Statement of Work, Section 5.D.

QUESTION NO 14.: Capability to work when disconnected from the Internet such as store-and-forward on any platform including Window, iOS, and Android Question: in order to ensure HIPPA compliance we do not store anything to the devices and an active internet connection is required. Is that acceptable?

ANSWER NO 14.: See Statement of Work, Section 5A.

QUESTION NO 15: Question: can the due date for responses be extended to Monday, 9/4 in order to allow for incorporation of responses to questions?

ANSWER NO: 15: See Amendment Section 11 for hour and date specified for receipt of Offers.

See attached document: 36C25623Q1474, Statement of Work_Final. Revised 1. General Information and Revised 5.C.ii Product Specifications and Features. See attached document:

52.212-2 Addendum Evaluation Revised (a)1.A Acceptability

*= Required Field Combined Synopsis/Solicitation Notice

All interested companies shall provide quotations for the following:

Supplies/Services

PRICE/COST SCHEDULE

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

1.00 YR

The Contractor shall provide Patient Satisfaction Survey Services. A hosted software service for up to 30 MEDVAMC areas to survey at any given time providing an integrated software platform for automated digital rounding across the continuum of care. Must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows. Venues shall include, but not be limited to, inpatient units, outpatient clinics, Whole Health initiatives, and WECARE Leadership Rounding.

Contract Period: Base POP Begin: 09-01-2023 POP End: 08-31-2024

The Contractor shall provide software use license, data hosting, and managed services to collect and use feedback from both Veteran patients and VA staff. The information collected shall be provided to designated VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

Cellular data services for the purpose of transmitting vendor data must stand alone from VA network.

Contract Period: Base

The Contractor shall provide Patient Satisfaction Survey Tool and Professional Coaching/Services.

Contract Period: Base

The Contractor shall provide Professional Coaching Services.

Professional services to update questions, modify reports, and provide coaching assistance and guidance. Budgeting approximately 40 hours per year.

Contract Period: Base

The Contractor shall provide Digital Rounding Software to conduct WECARE Leadership Rounds at MEDVAMC. This includes a full suite of software and support services for up to 45 users such as leaders and responders to support rounding on both VA staff and VA patients.

Contract Period: Base

BASE YEAR TOTAL AMOUNT:

Option Year 1 The Contractor shall provide Patient Satisfaction Survey Services. A hosted software service for up to 30 MEDVAMC areas to survey at any given time providing an integrated software platform for automated digital rounding across the continuum of care. Must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows. Venues shall include, but not be limited to, inpatient units, outpatient clinics, Whole Health initiatives, and WECARE Leadership Rounding.

Contract Period: Option 1 POP Begin: 09-01-2024 POP End: 08-31-2025

The Contractor shall provide software use license, data hosting, and managed services to collect and use feedback from both Veteran patients and VA staff. The information collected shall be provided to designated VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

Cellular data services for the purpose of transmitting vendor data must stand alone from VA network.

Contract Period: Option 1

The Contractor shall provide Patient Satisfaction Survey Tool and Professional Coaching/Services.

Contract Period: Option 1

The Contractor shall provide Professional Coaching Services.

Professional services to update questions, modify reports, and provide coaching assistance and guidance. Budgeting approximately 40 hours per year.

Contract Period: Option 1 POP Begin: 09-01-2024

The Contractor shall provide Digital Rounding Software to conduct WECARE Leadership Rounds at MEDVAMC. This includes a full suite of software and support services for up to 45 users such as leaders and responders to support rounding on both VA staff and VA patients.

Contract Period: Option 1

OPTION YEAR 1 TOTAL AMOUNT:

Option Year 2 The Contractor shall provide Patient Satisfaction Survey Services. A hosted software service for up to 30 MEDVAMC areas to survey at any given time providing an integrated software platform for automated digital rounding across the continuum of care. Must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows. Venues shall include, but not be limited to, inpatient units, outpatient clinics, Whole Health initiatives, and WECARE Leadership Rounding.

Contract Period: Option 2 POP Begin: 09-01-2025 POP End: 08-31-2026

1.00 YR __________________ __________________

The Contractor shall provide software use license, data hosting, and managed services to collect and use feedback from both Veteran patients and VA staff. The information collected shall be provided to designated VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

Cellular data services for the purpose of transmitting vendor data must stand alone from VA network.

Contract Period: Option 2

The Contractor shall provide Patient Satisfaction Survey Tool and Professional Coaching/Services.

Contract Period: Option 2

The Contractor shall provide Professional Coaching Services.

Professional services to update questions, modify reports, and provide coaching assistance and guidance. Budgeting approximately 40 hours per year.

Contract Period: Option 2

The Contractor shall provide Digital Rounding Software to conduct WECARE Leadership Rounds at MEDVAMC. This includes a full suite of software and support services for up to 45 users such as leaders and responders to support rounding on both VA staff and VA patients.

Contract Period: Option 2

OPTION YEAR 2 TOTAL AMOUNT:

Option Year 3 The Contractor shall provide Patient Satisfaction Survey Services. A hosted software service for up to 30 MEDVAMC areas to survey at any given time providing an integrated software platform for automated digital rounding across the continuum of care. Must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows. Venues shall include, but not be limited to, inpatient units, outpatient clinics, Whole Health initiatives, and WECARE Leadership Rounding.

Contract Period: Option 3 POP Begin: 09-01-2026 POP End: 08-31-2027

The Contractor shall provide software use license, data hosting, and managed services to collect and use feedback from both Veteran patients and VA staff. The information collected shall be provided to designated VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

Cellular data services for the purpose of transmitting vendor data must stand alone from VA network.

Contract Period: Option 3

The Contractor shall provide Patient Satisfaction Survey Tool and Professional Coaching/Services.

Contract Period: Option 3

The Contractor shall provide Professional Coaching Services.

Professional services to update questions, modify reports, and provide coaching assistance and guidance. Budgeting approximately 40 hours per year.

Contract Period: Option 3

The Contractor shall provide Digital Rounding Software to conduct WECARE Leadership Rounds at MEDVAMC. This includes a full suite of software and support services for up to 45 users such as leaders and responders to support rounding on both VA staff and VA patients.

Contract Period: Option 3

OPTION YEAR 3 TOTAL AMOUNT:

Option Year 4 The Contractor shall provide Patient Satisfaction Survey Services. A hosted software service for up to 30 MEDVAMC areas to survey at any given time providing an integrated software platform for automated digital rounding across the continuum of care. Must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows. Venues shall include, but not be limited to, inpatient units, outpatient clinics, Whole Health initiatives, and WECARE Leadership Rounding.

Contract Period: Option 4

The Contractor shall provide software use license, data hosting, and managed services to collect and use feedback from both Veteran patients and VA staff. The information collected shall be provided to designated VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

Cellular data services for the purpose of transmitting vendor data must stand alone from VA network.

Contract Period: Option 4 POP Begin: 09-01-2027 POP End: 08-31-2028

The Contractor shall provide Patient Satisfaction Survey Tool and Professional Coaching/Services.

Contract Period: Option 4 POP Begin: 09-01-2027

The Contractor shall provide Professional Coaching Services.

Professional services to update questions, modify reports, and provide coaching assistance and guidance. Budgeting approximately 40 hours per year.

Contract Period: Option 4

The Contractor shall provide Digital Rounding Software to conduct WECARE Leadership Rounds at MEDVAMC. This includes a full suite of software and support services for up to 45 users such as leaders and responders to support rounding on both VA staff and VA patients.

Contract Period: Option 4

OPTION YEAR 4 TOTAL AMOUNT:

GRAND TOTAL

i. Prior to exercising any option, the Contracting Officer will ensure that it is still in the Government’s best interest, with price and other factors considered.

DELIVERY SCHEDULE

ITEM NUMBER DELIVERY DATE

0001-

SHIP

TO:

Michael E. DeBakey VA Medical Center ATTN: Warehouse, Building 100 2002 Holcombe Blvd.

Houston, TX 77030

USA

September 1, 2023 – August 31, 2024

1001-

SHIP

TO:

Michael E. DeBakey VA Medical Center ATTN: Warehouse, Building 100 2002 Holcombe Blvd.

September 1, 2024 – August 31, 2025

2001-

SHIP

TO:

Michael E. DeBakey VA Medical Center ATTN: Warehouse, Building 100 2002 Holcombe Blvd.

September 1, 2025 – August 31, 2026

3001-

SHIP

TO:

Michael E. DeBakey VA Medical Center ATTN: Warehouse, Building 100 2002 Holcombe Blvd.

September 1, 2026 – August 31, 2027

4001-

SHIP

TO:

Michael E. DeBakey VA Medical Center ATTN: Warehouse, Building 100 2002 Holcombe Blvd.

September 1, 2027 – August 31, 2028

STATEMENT OF WORK

1. General Information: The Michael E. DeBakey VA Medical Center located at 2002 Holcombe Boulevard, Houston, Texas 77030 is requesting a COTS (commercial off the shelf) Digital Rounding Automation and Performance Improvement SaaS (software-as-a-solution) for WECARE Leadership Rounding or equivalent to that provides 24 hours, 7 (seven) days a week accessibility, must be able to operate on a variety of VA owned equipment such as tablets, smartphones, and other mobile, internet-connected devices including iOS, Android, and Windows, fully implemented and operationally capable in accordance with (IAW) manufacturer’s instruction manuals and VA standards. Since the solution is cloud based SaaS, the Risk Management Framework for Cloud Computing Services VA FedRAMP ATO (authority to operate) is applicable and a TRM (Technical Reference Model) is not required. This is for a new requirement. The contract shall be Firm Fixed Price.

The digital rounding automation and performance improvement SaaS shall consist of

a) Portal for WECARE Leadership Rounding, b) Web-Enabled Real-Time Feedback Assessments, c) Reporting Package, d) Quarterly Performance Improvement Coaching Support; and e) Implementation and Configuration for approximately 30 (thirty) MEDVAMC areas surveyed at any given time across the continuum of Veteran patient care.

Note: VA leaders in each MEDVAMC area will complete approximately 19-22 rounds per Fiscal Year to meet performance metrics. The information collected shall be provided to VA leaders and VA staff through push reporting that can be scheduled and delivered to VA leadership at specified times for a variety of frequencies with no user intervention or setup required.

2. Period of Performance: This is for a base of 1 (one) year, with 4 (four) additional, 1-year options to be exercised at the government discretion.

Base Year: September 1, 2023 – August 31, 2024 Option Year 1: September 1, 2024 – August 31, 2025 Option Year 2: September 1, 2025 – August 31, 2026 Option Year 3: September 1, 2026 – August 31, 2027 Option Year 4: September 1, 2027 – August 31, 2028

3. The Contractor software shall provide real time feedback acquired from WECARE

Leadership rounds and consist of the following:

a) the number of responses,

b) number of rounds completed per department and per VA staff,

c) track issues per department, and

d) compile reports on a customizable frequency such as daily, weekly, monthly, quarterly, and annually.

4. The Contractor software shall include a full suite software and support services with implementation for up to 45 users. The first year of service will include an estimated 2 (two) month period for planning, implementation and hardwiring followed by an estimated 10 months of WECARE Leadership rounding software, Operations and

Improvement Coaching. Each subsequent year, Operations and Improvement Coaching will be provided for 12 months with no additional planning and implementation period.

5. Product Specifications and Features or equivalent:

A. General Software and Technology:

i. Successful completion of a SOC 2 Type II audit to demonstrate security and operational stability of software operations

ii. Technology platform core capabilities:

o Schedule, coordinate and automate rounding on Veteran patients, Veteran patient family, and VA staff o Generate, route, and track service requests o User configurable online dashboard o Operates at the point of care via VA Leadership rounding for Veteran patient and VA staff kiosk inputs o Ability to implore Veteran patient and VA staff feedback after the healthcare experience electronically via an email and SMS/text message invitation o Ability to begin feedback at the point of service and complete later electronically via an email and SMS/text message invitation o Capability to work when disconnected from the Internet such as store-and-forward on any platform including Window, iOS, and Android o Capable of operating completely independent from the VA IT network and instead operate on VA owned tablets and smartphones

iii. A user interface that adapts to computing platforms and operating systems including Window, iOS, and Android

iv. All interfaces configured to incorporate VA logo and colors.

B. WECARE Leadership Rounding and Digital Rounding Automation:

i. Digital Rounding program that meets MEDVAMC guidance including:

o Bifurcating assessment to efficiently capture feedback from Veteran patients and VA Staff.

o Drill down to specific MEDVAMC location(s) for feedback collection, request and recognition collection.

o WECARE customized dashboard with content including tiles that provide a snapshot of information and lead users directly to rounds and requests that need to be complete as well as charts that provide visibility and help ensure accountability.

o Ability to initiate an OnDemand round with a single click.

o VA Leader accountability for round/interview completion rates

ii. Ability to implement, configure software, and train executive leaders within 4 weeks of contract award.

iii. Economizes clicks by directing user to specific actions and relevant information for role and scope of responsibility.

iv. Administrative and security protocols to allow user access to just what each user needs to limit access based on role and scope of responsibility.

v. Flexible round scheduling options including:

o Individual rounds for each user or VA team o Rounds scheduled to a specific location for example, unit, room, and bed or to an individual such as a Veteran patient and VA Staff.

o Supports multiple round types and concurrent scheduling for each user based on role.

o Rounds initiated on-demand with accountability racked by individual and location.

o Dashboard visibility to rounds assigned to each user or VA team o Ability to customize view of rounds open and completed

vi. Service request work flow based on VA defined rules including:

o Route to responsible user or VA team automatically based on type and location of request.

o Escalate based if not completed in a specified period of time based on type of issue, priority, location, and other factors as defined by designated VA POC (Point of Contact).

o Submit a service request to include need, recognition and to-do from any screen.

o Track requests and recognitions including:

Open service requests Who it was created by Who it is assigned to Severity and the due date for the request o Track both the amount of elapsed time from open to completion and provide the ability to track time spent resolving each request.

o Submit a service request in the middle of a round without interrupting the rounding process o Automated notification workflow including ability to receive notifications based on:

Update in the status of a service request Restrict access and visibility based on individual responsibility of the request Timing of the request versus pre-defined limits for each type Routing to correct VA team or VA POC based on the type and location of each request Flexible email notifications based on system and user preferences Ability to document response, status, and close out requests either within the vendor software or electronically via email

vii. Enable user-specific configuration and automatically save across all devices.

viii. Individualized, dashboards for each user. Content reflects only what is of interest to the individual with content focused on their scope of responsibilities, and provides each user to customize and update based on their preferences and how they best consume information including:

o Actionable content tailored to each user’s needs, and when clicked, navigates user to specific activities o Charts and graph with information and visibility to drive accountability o Ability to add items ‘To Do’ and VA Team ‘To Be Done’

C. Questionnaire/ Digital Rounding Assessment

i. Questionnaire / Assessment features o Utilizes skip and branching logic based on response selections to prior questions to either include or exclude optional questions o Offers a variety of flexible questions types including

Like scale response with ability to capture ‘other’ and free text Multi-select with ability to capture ‘other’ and free text Free text o Automatically advances to next question when previous question is answered o Auto-populate demographic data such as unit, clinic, room, bed, VA staff rounding

ii. Email and Text Message (SMS) Feedback Options (Minimum of 12 surveys per department. Annual survey amounts shall be up to 500 surveys annually and contingent upon MEDVAMC completing the requested number of surveys to meet the WECARE rounding metric).

o Ability to initiate at point-of-service and allow Veteran patient to complete at-home electronically via an email or SMS invitation o Ability to invite feedback via email with unique link for each Veteran patient encounter with customized messaging electronically via email or an SMS message o Automatic reminders optionally sent electronically via email if assessment is not completed within specified period of time o Auto-populate demographic data such as clinic, service, provider, nurse, rooming VA staff.

iii. Ability to Modify Assessment questions in Real-Time o Easily identify and pull from library of proven effective questions for each care setting and tied to specific outcome measure improvements o Easily incorporate pre-defined and customized questions MEDVAMC provide o Maintain response history even when questions change o Specify if eliminated questions should appear on future reports

iv. Service Alerting o Ability to initiate an alert at the discretion of the Veteran patient interviewer, Veteran patient, or automatically based on responses o Sends instant alerts for service recovery / service intervention o Alerts are directed to the recipient based on criteria established within each question and each response option o Ability for the notified service to document response to and status of the intervention request o Ability to generate trend reports for all service intervention requests to support root cause and countermeasure improvement.

v. Demographics Management for specific care settings, care teams, and individual VA care providers o Managed and maintained via an intuitive interface for ease of updating as personnel and team change o Optional interface to personnel systems to automate updates o Include email delivery information for each team and individual for provision of individual and team reporting as described below.

D. Analytics and Reporting

i. Automatically deliver information and analytics to each stakeholder aligned with improvement objectives and a pre-defined information use plan. This must not require VA users to configure and provide reporting on the timing, content, and format needs for each stakeholder and their role in the organization.

ii. Reporting format options to include:

o Trended data over time via chart o Ranked performance by VA Team, individual, or any other attribute captured o Performance to goal or target o Visual trend lines o Top-box performance o Stacked-bar performance including top box plus additional boxes o Grouping of results to compare performance and progress o Statistical results for a give period or trended over a period of time o Full data extract in a variety of formats for easy import and use in other reporting tools such as Excel, vendor data warehouse, or statistical modeling tools

iii. Each report delivered electronically via an email directly to each stakeholder or stakeholder group with the specific questions or responses relevant to each group or individual without action or login required:

o Limited to those of interest or concern for the purpose of the report o Limited to results only from those Veteran patients to whom the VA

Team provided care.

o Show data with full transparency or blind results.

o Include any number of questions for any desired time period including daily, weekly, monthly, quarterly, annually, and custom-defined periods o Automatically generated and pushed to identified stakeholders at the desired time and frequency o Report development and distribution requiring no time investment by

MEDVAMC

iv. Each report delivered electronically via an email on the schedule determined by each stakeholder or stakeholder group, to include:

o Immediate via Service Alert o Specific time on each day or throughout the day o Any frequency from daily to annually

v. Each report can be configured and pushed out by system automation as defined by the needs and requirement for each purpose and stakeholder:

o Flexible report formats including:

Embedded directly in the email for ease of viewing Attached as a PDF for printing, saving, and distribution Attached in an editable form for copying pasting within Word, Excel, or other productivity tools Sent to specified systems for importing into data warehouse or other IT systems for combination with other content o The body of the subject, distribution list, and body of the email are fully customizable.

o Ability to add educational content within the body of reporting emails to support improvement initiatives such as a ‘Tip of the Month’ to help hardwire training initiatives.

vi. Focused content in any report for both filtering and grouping of information to meet specific improvement objective with at least the ability to provide:

o Positive recognition for individual VA team members o Provider specific report with only information on provider-specific questions from Veteran patients that individual provided care o Team/unit specific reporting with only information on VA team-specific questions from Veteran patients cared for by the VA team/unit o Reporting for individual unit or location o Combined reporting across multiple units or locations o Service alert trends to identify root-cause issues

E. Management Specifications

i. Performance Improvement Coaching

• Implementation planning including a proven process to define rounding objectives, identify and implement effective rounding practices, implement best practice questions and implement an impactful information use plan.

• Improvement guidance including proven-effective processes for using real time feedback and lead measures of performance to drive rapid and sustained improvement for targeted lag measures of performance, including SHEP, SAIL, quality and other key measures leading to improved clinical outcomes, market share, and financial performance.

ii. Performance Improvement Tools

• A library of best-practice questions and paired response options, including branching questions, organized by both care area such as inpatient, primary care, emergency services, same day surgery and SHEP, SAIL, and operational improvement objective

• Recommendation and implementation guidance for specific initiatives to improve SHEP and SAIL domains

• Tools to guide development and implementation of efficient and effective process to round and collect a high rate of VA patient and VA staff feedback

• A guide that provides leadership rounding and feedback capture options effective for each care setting with recommendations for the most successful strategies

• Tool to help information stakeholders understand and use leadership rounding and other forms of real-time feedback to accelerate improvement in SHEP, SAIL, and other key measures.

• Tools to support the development of high functioning Performance Improvement teams and how to leverage Veteran patient and VA staff feedback to implement sustainable change

• A guide to help MEDVAMC Performance Improvement teams establish a cadence of accountability and accelerate the improvement process

• Veteran patient, Veteran patient family member, and VA staff experience improvement guides that outline successful strategies for improvement to impact specific domains of SHEP and SAIL, including but not limited to:

o Improving Cleanliness o Staff Responsiveness o Communication about Medications o Customer Service o Improving Nurse Communication o Pain Management o Discharge Planning o Improving Physician Communication o Noise Reduction o Care Transition

6. A. Intuitive data collection solution to include:

• Multiple collection options to work with single and multi-purpose computers:

o Must include both client and web applications.

o Store and forward interface for mobile and kiosk applications.

o 32-bit encryption of data.

o Automatically connect and send/receive when an internet connection is available.

o Branded with the VA logo and colors.

• Password protection to prevent unauthorized access and use of other applications.

• Hosted information services compliant with industry standards and best practices.

• Ability to modify questions, response options, reporting, and alerting within 2 (two) business days.

• Ability to initiate email and pager alerts based on selected response options.

• Support for complex branching logic.

• Ability to drill-down to specific leaders for individual locations and services.

B. Automated information distribution to include:

• Stakeholder-specific graphical, statistical and text-based reporting to be provided electronically via email at any frequency/timing desired.

• Specific reports that reinforce great care providers/positive practices; highlight individual, team and departmental opportunities for improvement and provide ranked results by clinical group.

C. Onsite quarterly performance improvement consultations:

• Review of results

• Recommended changes in the design of the Assessment Program

• Recommended changes in the design and distribution of reporting

D. Assessment Program Implementation services and planning tool set to include:

• Vetted question library and questionnaire development guide.

• Active involvement and guidance in developing questions to meet objectives for each location but not limited to a department, or a unit.

• Best practice information use planning and consultation

• Expertise and training to efficiently and effectively administer with existing staff while collecting a high and unbiased volume of responses.

• Report design formatting and automation of report distribution.

7. The Contractor shall provide Operations and Improvement Coaching on an ongoing basis as herein defined to assist the MEDVAMC WECARE Leadership Rounding program:

• Access the Leadership Rounding software solution.

• Secure, HIPAA-compliant cloud-based data hosting

• Software release management to provide access to the latest and evolving capabilities of Contractor software.

• Administration and support of the MEDVAMC rounding software platform of up to 3 (three) hours per month to manage users, update round schedules, and provide other administrative updates to the rounding software platform environment.

• Reports delivered to all key stakeholders electronically via an email based on the schedule, content and format defined by each stakeholder group as defined above.

• Vendor Performance Improvement Coach-led staff and Veteran feedback review and improvement planning web conferences twice annually. Vendor shall work within the established structure of existing executive meetings with a typical agenda for the Contractor portion of these sessions providing a review of:

o Key lead measures and key performance indicators (KPI) versus objectives: What have we learned from the rounds performed?

o The rounding process and any necessary adjustments: How is the process working and what adjustments would improve efficiency and improve rounding interactions?

o The information-use plan and any changes to improve impact: Are there changes to the distribution of information that would improve the impact and value from executive rounds?

o Key stakeholder engagement and review: Is there additional training or engagement needed to improve the executive leader rounding program?

• Provide access to the Vendor’s Performance Improvement Toolkit to support improvement initiatives identified through the WECARE Leadership Rounding process including:

o Steps to Improve Accountability in MEDVAMC o Performance Excellence Huddles o Root Cause-Counter Measure Analysis Guide and Worksheet o VA Patient Experience Improvement Guides o VA Patient Experience Practice Overviews and How-to Guides

8. The Contractor shall provide remote training (via web conferencing) for MEDVAMC executive leaders to use WECARE Leadership Rounding software.

9. The Contractor shall configure and deploy the WECARE Leadership Rounding platform for MEDVAMC on the cloud. This includes:

o Create client-designated user accounts with an intuitive and self-directed work flow o Configure work-flow rules as defined by the MEDVAMC to route service recovery and other similar requests.

o Develop and deploy WECARE Leadership Rounding schedule(s) for each leader o Set-up the default, through leader-modifiable, dashboard for each leader and potential responder to service requests

• Deploy the WECARE Leadership Rounding questionnaire with up to 3 unique questions based on the improvement objectives defined by the

MEDVAMC.

• Develop the report distribution package for each stakeholder group that includes report design and delivery scheduling based on the objectives of each stakeholder group. This reporting package will include:

o Statistical Summary, graphic trend and kudos reports delivered monthly to all leaders who conduct WECARE Leadership Rounds o Statistical Summary reports delivered monthly and filtered by Service

Line to all responders o Online dashboard configured to the specific needs of each user based on role and area of responsibility which include tiles and charts.

• Conduct weekly operational touch-base phone calls during the 1st month of use to ensure that the administrative and rounding processes are hardwired and to make any necessary changes to the rounding questions and reports.

10. Professional Services: The Contractor shall provide, maintenance, customer support and professional coaching services to include support and time associated with updating assessments and report distribution and professional coaching as directed by the MEDVAMC. Budgeting 40 hours per year provides latitude to make changes to surveys weekly/monthly/quarterly as needed reports, to include coaching stakeholders.

Session Audience Frequency Total Number of Sessions by Contract

Year

1. Executive Performance

Reviews Executive Team Quarterly 4

2. Performance Review and Improvement Prioritization Session for: Inpatient

Associate Director of Patient Care Services and other Key Stakeholders

Monthly 12

3. Performance Review and Improvement Prioritization Session for: Extended Care

Associate Director of Patient Care Services and other Key Stakeholders

Quarterly 4

4. Performance Review and Improvement Prioritization Session for: Rotating Outpatient

Service Line Leader, Clinic Manager and other Key Stakeholders

Quarterly 4

5. Performance Review and Improvement Prioritization Session for: Spinal Cord Injury

Service Line Leader, Clinic Manager and other Key Stakeholders

Quarterly 4

6. Professional Services:

Modify Surveys & Reports

All Stakeholders As needed 12

Total Hours 40

11. Hours of Coverage: All work shall be conducted Monday through Friday at

8:00a.m. – 4:30p.m., excluding Federal holidays and unless other times are arranged in advance and approved in writing by the delegated VA POC. The government also observes Executive Orders, President’s Proclamation, and days designated by Federal Statute.

11.1 The government hereby provides notice, and the Contractor hereby acknowledges receipt that government personnel observe the listed days as holidays:

New Year’ Day January 01 Martin Luther King’s Birthday Third Monday in January President’s Day Third Monday in February Memorial Day Last Monday in May

Juneteenth Day Third Monday in June Independence Day July 04 Labor Day First Monday in September Columbus Day Second Monday in October Veteran’s Day November 11 Thanksgiving Day Fourth Thursday in November Christmas Day December 25

11.2 If the holiday falls on a Sunday, the following Monday will be observed as a national holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a National holiday by U.S. government agencies, and any other day specifically declared by the President of the United States.

11.3 In addition to the days designated as holidays, the government observes the following days:

11.3.1 Any other day designated by Federal Statute.

11.3.2 Any other day designated by Executive Order.

11.3.3 Any other day designated by the President’s Proclamation

11.4 It is understood and agreed between the government and the Contractor that observance of such days by the government personnel shall not otherwise be a reason for an additional period of performance, or entitlement of compensation. In the event the Contractor’s personnel work during the holiday, they may be reimbursed by the Contractor, however, no form of holiday or other premium compensation shall be reimbursed either as a direct or indirect cost, other than Contractor normal compensation for the time worked.

12. The following laws, regulations, policies, and procedures, including all subsequent changes or updates apply:

FAR Federal Acquisition Regulation VAAR Veterans Administration Acquisition Regulation Standards All applicable Federal, State, Local and Industry: Laws, Policies and Standards as applicable to the proper performance afore and hereafter described.

13. Glossary:

CO Contracting Officer CDR Contract Deficiency Report MEDVAMC Michael E. DeBakey VA Medical Center OEM Original Equipment Manufacturer OSHA Occupational Safety and Health Administration VA Department of Veteran Affairs The Joint Commission Business Day: A business day includes the entire 24-hour period ending at midnight, and a notice required by the regulation is effective even if given outside normal business hours.

14. Warranty and Support: The warranty and support shall cover all the products and components of the requirement in accordance with standard manufacturer’s warranty.

15. Equipment Manuals: The Contractor shall furnish all user manuals and reference guides for the specified products.

16. Product Modification, Removal or Recall: If any product awarded under this contract requires modification, is removed or recalled by the Contractor or manufacturer, or if any required modification, removal or recall is suggested or mandated by a regulatory or official agency, the following steps will immediately be taken by the vendor:

a. Notify the Contracting Officer, in writing, by the most expeditious manner possible. Provide two (2) copies of the notification which shall include, but not be limited to the following:

1) Complete item description and contract number.

2) Reason for modifications, removal or recall.

3) Necessary instructions for return for credit, replacement or corrective action.

b. The Contractor shall be responsible for any costs associated with the above.

17. Communication Services: The Contractor shall provide a call center to be maintained for government assistance Monday – Friday 8:00a.m. – 4:30p.m.

Central Standard Time, not including government observed holidays. The Contractor shall provide telephone support service to the designated VA POC within one hour of a call placed by VA POC to the Contractor.

18. The Contractor shall provide software version updates remotely, as they become available, or shipped on CD (Compact Disc) to the designated VA POC (point of contact) and requested service. Any updates to product for software purposes shall be made available to the designated VA POC within 30 days of release by the manufacturer.

19. The Contractor shall provide Contractor software problem identification and enhancements with an amount not to exceed 9 days. This shall be conducted via teleconferences as no travel shall be included.

20. The C&A (Certification and Accreditation (Authorization)) requirements do not apply, and a Security Accreditation Package is not required.

21. A Contractor Security Control Assessment (CSCA) shall be completed by the designated VA POC within 30 days of contract approval and yearly on the renewal date of the contract.

22. The Contractor shall maintain a RMA (Return Material Authorization) Contact.

23. Copyrighted Materials: The Contractor shall not engage in any unauthorized duplication of copyrighted materials by photocopying or any other means that would expose the government to liability for penalties under existing or future copyright laws.

24. Office Equipment: The MEDVAMC shall provide a server with access for official use only.

25. Safety: Safety precautions shall include, but are not limited to the following requirements:

a) OSHA (Occupational Safety and Health Act)

b) Applicable State and Local Safety Operation Procedures

c) VA Safety Practices and Policies, VAMC standard operating procedures, and any other Federal, State, and Local regulations pertaining to the equipment listed for this contract.

d) JCAHO (The Joint Commission, formerly, Joint Commission Accreditation of Healthcare Organizations)

26. Parking: It is the responsibility of the Contractor personnel to park at the appropriate designated parking areas. The government does not validate or make reimbursement for parking violations of the contractor personnel under any circumstance.

27. Gray Market Prevention:

(a) No gray market or remanufactured items will be acceptable. Gray market items are OEM goods sold through unauthorized channels in direct competition with authorized distributors. This procurement is for a supply contract for the purchase of new medical equipment for the MEDVAMC. No remanufactures or gray market items will be acceptable.

(b) Vendor shall be the OEM (Original Equipment Manufacturer) or an approved authorized distributor for the proposed supply contract for the purchase of new medical equipment to include replacement parts (if applicable), such that the OEM’s warranty and service associated with the equipment and system is in accordance with the OEM terms and conditions.

(c) The delivery of gray market items to the VA in the fulfillment of an order/award constitutes a breach of contract. Accordingly, the VA reserves the right to enforce any of its contractual remedies. This includes termination of the contract or, solely at the VA’s election, allowing the Vendor to replace, at no cost to the government, any remanufactured or gray market item(s) delivered to a VA medical facility upon discover of such items.

28. Confidentiality and Nondisclosure:

28.1 The preliminary and final deliverables and all associated working papers, application source code, and other material…