36C25719Q0040-005.pdf

PAGE 1 OF 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. DUNS: DUNS+4:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 75

549-19-1-205-0010

36C25719Q0040 05-01-2019

Shantelle Mayfield 210-694-6330 05-15-2019

1000AM EST

Department of Veterans Affairs

VISN17 Network Contracting Activity

7400 Merton Minter Blvd. (10N17/90C)

San Antonio TX 78229

X 100

X

541519

$27.5 Million

N/A

North Texas VA Medical Center

Logistics Services

For Both Dallas and Bonham, TX

VISN17 Network Contracting Activity

7400 Merton Minter Blvd. (10N17/90C)

San Antonio TX 78229

This is accomplished through the

Tungsten Network located at:

http://www.fsc.va.gov/einvoice.asp

This is mandatory and the sole method for submitting invoices.

(877) 353-9791 (512) 460-5540

See CONTINUATION Page

This solicitation is for a Vocera Communication Systems for patient care in both Dallas and Bonham.

The Government intends to award a firm-fixed price contract to the Lowest Price Technically Acceptable (LPTA) vendor.

See schedule for more information.

$0.00

See CONTINUATION Page

X X

Mark A. Branum

Contracting Officer

36C25719Q0040

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

Statement of Work VA N Texas Health Care System (VANTHCS)

Vocera Solution Dallas # 549-19-1-205-0010

Statement of Work Bonham# 549-19-1-205-0010

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

B.3 DELIVERY SCHEDULE

SECTION C - CONTRACT CLAUSES

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

C.2 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS—COMMERCIAL ITEMS (JAN 2019)

C.3 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

C.4 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

C.5 VAAR 852.203-70 COMMERCIAL ADVERTISING (MAY 2018)

C.6 VAAR 852.219-10 VA NOTICE OF TOTAL SERVICE-DISABLED VETERAN-OWNED

SMALL BUSINESS SET-ASIDE (JUL 2016)(DEVIATION)

C.7 VAAR 852.219-74 LIMITATIONS ON SUBCONTRACTING—MONITORING AND

COMPLIANCE (JUL 2018)

C.8 VAAR 852.232-72 ELECTRONIC SUBMISSION OF PAYMENT REQUESTS (NOV

2018)

C.9 VAAR 852.237-70 CONTRACTOR RESPONSIBILITIES (APR 1984)

C.10 VAAR 852.246-71 REJECTED GOODS (OCT 2018)

C.11 VAAR 852.247-73 PACKING FOR DOMESTIC SHIPMENT (OCT 2018)

C.12 MANDATORY WRITTEN DISCLOSURES

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB

1998)

E.2 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.3 GRAY MARKET LANGUAGE (MAY 2016)

E.4 52.212-2 EVALUATION—COMMERCIAL ITEMS (OCT 2014)

E.5 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—COMMERCIAL

ITEMS (OCT 2018)

E.6 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.7 VAAR 852.233-70 PROTEST CONTENT/ALTERNATIVE DISPUTE RESOLUTION

(OCT 2018)

E.8 VAAR 852.233-71 ALTERNATE PROTEST PROCEDURE (OCT 2018)

E.9 VAAR 852.252-70 SOLICITATION PROVISIONS OR CLAUSES INCORPORATED BY

REFERENCE (JAN 2008)

E.10 VAAR 852.270-1 REPRESENTATIVES OF CONTRACTING OFFICERS (JAN 2008) 75

E.11 VAAR 852.273-74 AWARD WITHOUT EXCHANGES (JAN 2003)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C257 Mark A. Branum 806-354-7841

VISN17 Network Contracting Activity

7400 Merton Minter Blvd. (10N17/90C)

San Antonio TX 78229

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or

[] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] Upon Receipt

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

This is accomplished through the Tungsten Network located at:

http://www.fsc.va.gov/einvoice.asp

This is mandatory and the sole method for submitting invoices.

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the

Solicitation numbered and dated as follows:

AMENDMENT NO DATE

Statement of Work VA N Texas Health Care System (VANTHCS)

Vocera Solution Dallas # 549-19-1-205-0010

Solicitation # 36C25719Q0040

Contracting Officer Representative (COR) Name: Ramon C. Caisido

Section: Nursing Service

Address: VANTHCS 4500 S. Lancaster Rd, Dallas, TX 75216

Phone Number: 214-857-1015

Fax Number: 214-856-0637

E-Mail Address: ramon.caisido@va.gov

Contract Title. Vocera Communication System

Background. The intent of this contract is for the VA North Texas Health Care System

(VANTHCS) to negotiate a brand-name only firm-fixed price purchase order of the Vocera

Communication System, including hardware, software, accessories, training, contractor travel and expenses. To provide a new point to point staff communication system to greatly enhance interdepartmental communication, patient care, flow and safety. Offers Portable digital two-way audio communication with staff and provides an effective communication solution throughout the VANTHCS

Medical Center as well improving staff productivity and efficiency.

The Vocera solution will be deployed for the following:

• Vocera Voice

• Vocera Messaging

• Vocera Integration

Scope: The Vocera solution will be deployed into a maximum of 40 nursing departments (i.e. Intensive

Care Unit (ICU), Med Surge, Acute Care, etc.) The Vocera Communication System will be integrated with the VA’s third-party systems, indicated in the table below, for the purpose of secondary alarm and event notification delivery to the Vocera communication device. Alarm and event notification will be designed, configured and deployed in a maximum of 20 individual nursing units within a department (i.e.

Surgical ICU, Thoracic ICU, Cardiology CU, etc.).

For the purposes of this agreement, Operating Room (OR) areas (Pre-Op, OR, PACU, Anesthesia, Sterile Processing, etc.) will be treated as separate units. To deliver alarm and event notifications to the appropriate staff member(s), staff assignments will be managed as indicated in the table below:

3rd Party System Integration Detail Model Middleware Platform Total Beds Staff Assignments for Alarm Routing

Hill-Rom Nurse Call Notifications Navicare Engage 500 Vocera

GE

Patient Monitoring

Notifications Unity Engage 500 Vocera

Staff Duress Duress notifications TBD Engage 500 Vocera

Vista CPRS PRN Effectiveness EMR Engage Platform 500 Vocera

Active Directory Identity Management N/A Engage Platform N/A N/A

Staff assignments for alert routing will be managed in the Vocera Staff Assignment application. This alarm integration configuration supports the delivery of a clinical alarm or events to the Vocera device as a text message notification.

Project Summary:

In order to estimate the time required of Vocera Professional Services (CLIN 0029 and all Option CLINs) personnel to complete this project, it is necessary to define the scope of the Vocera Communication

System functionality to be deployed and the departments or functional groups that will deploy Vocera.

System planning and implementation services to be rendered by Vocera Professional Services for this engagement will include:

SERVICES

(Table 3)

SERVICE DESCRIPTION

Project

Management

Services

A Vocera Project Manager will be assigned to this project at order acceptance.

Project scheduling requests for project kick-off and other engagement activities, including but not limited to, Vocera workshop; Vocera call flow design;

installation and implementation; end user training and go-live services; as well as the required.

Vocera resources for these project activities, can only be committed by the assigned Vocera Project Manager.

The Vocera Project Manager will schedule a project kick-off call with the designated nursing project manager to officially initiate the project, review the scope of services to be provided, introduce team members, set expectations and develop a communications plan.

Vocera

Performance

Assessment

Services

Vocera will conduct on-site readiness assessment of the wireless network covering a maximum of 2,500,000 square feet at VA North Texas Health Care

System. The assessment is performed to ensure that the network infrastructure will support the Vocera Communications System (able to reach and cover the entire facility), and that the server hardware and software configuration meets

Vocera’s requirements as indicated in the Vocera Infrastructure Planning Guide.

Note: If the Performance Assessment determines that the wireless network is not ready, Vocera may suspend deployment activities until the VA has remediated the network. If the engagement is suspended, Vocera will reschedule the deployment for a mutually agreeable start date, following the recommended changes and a re-assessment.

In the process of assessing the VA’s network, Vocera will work closely with the

VA’s wireless engineers training them on Vocera requirements and tools, methodologies and debugging techniques necessary to maintain and improve the health of Vocera system.

Vocera will provide a comprehensive report to the COR at the conclusion of the

Performance Assessment. The Wireless Assessment for Performance Report will include:

• Assessment Results

• Network Topology Summary

• Data Capture Inventory and Procedure

• Findings and Recommendations

Vocera Call Flow

Design Services

Vocera will conduct a series of call flow design and messaging design session(s) and develop the clinical design specification for up to a maximum of 40 nursing units/ departments. The design session(s) will consist of clinical call flow analysis to develop clinical roles, groups, forwarding, naming conventions, and permanent and temporary group parameters. Vocera will produce a Clinical

Design specification describing the clinical group and department call flows, distribution lists and alert templates.

During the installation and configuration of the product the designated administrators of the system will be educated on how to add/modify any additional distribution lists.

Vocera will document, design and develop patient room groups as applicable for the Vocera Staff Assignment application, allowing end user association with room/ group roles nested within the call flow design. The Vocera Staff

Assignment application will be documented, designed, and developed for up to a maximum of 40 nursing departments.

The designated nursing project manager is responsible for the development of call flow and staff assignment design specifications for any remaining departments. If the COR requests additional departments for design, the request will be handled through a Change Order for required rework as a result of those changes.

Database

Development

Services

Upon the designated nursing project manager review and approval of the

Clinical Design specification and completion of the Vocera-provided User List, the Vocera Implementation Engineer will develop and document the initial database and call flow requirements for a maximum of 2,100 users and up to 200 address book entries (emails). The Vocera database may be comprised of the following elements:

• Sites (Global is default for single site installations)

• Groups

• Users

• Group Members

• Address Book Entries

• Access Points

• Locations

• Devices

If the VA nursing staff requests Call Flow or Database design changes after initial review and approval of the Call Flow or submission of the User List, the request will be handled through a Change Order for required rework as a result of those changes.

Installation, Implementation and End-to-End

Testing Services

The Vocera Implementation Engineer will complete the following tasks:

• Install and configure the most current GA release on the Vocera servers and validate that VANTHCS system environment will support this release. The

System must adhere to Vocera requirements specified in the Vocera Sizing

Matrix and the Infrastructure Guide.

• Plan downtime and system migration activities with IT staff and collect and review baseline reports from the Vocera Report Server. Review data to include:

- System Summary Reports - Call Log Reports

- Diagnostic Reports - Asset Tracking Reports

• Validate the database with the Vocera database check and review with the

Vocera administrator. Suggest how to make recommended corrections to the database to improve speech recognition and facilitate a smooth transition.

• Upgrade Vocera software to the most current GA release for a maximum of:

- 1 Vocera Server Cluster - 1 Vocera Messaging Platform Server

Cluster

- 1 Vocera SIP Telephony Gateway - 1 Vocera Report Server and one Vocera

Staging Server

- 1 Vocera Client Gateway Server - 1 Badge Configuration Machine

• Validate the upgrade through end-to-end testing of the Vocera server, report server, telephony server and PBX.

• Collaborate with your Vocera System Administrator(s) to identify the groups which need to be migrated to “sub-departments” versus “ordinary” groups, implement changes, and test.

• Review the new Vocera administration features and how to implement and support new features. Any variation from the best practice System Installation, Configuration and Testing Services deployment model may result in additional work effort and require a Change Order for required work as a result of those changes.

• Conduct end-to-end testing of the Vocera solution, including calls between

Vocera and phones, calls to pagers (if enabled on your Vocera system). Working with your team to troubleshoot issues which may arise during the end to end testing.

• Vocera will provide a Post-Installation Technical Report documenting the initial configuration of the system at the completion of the installation.

Vocera Software

Upgrade to the latest GA release of Vocera software

The Vocera Implementation Engineer will complete the following tasks:

• Any variation from the best practice System Installation, Configuration and

Testing Services deployment model may result in additional work effort and require a Change Order for required work as a result of those changes.

• Conduct end-to-end testing of the Vocera Messaging solution. Working with your team to troubleshoot issues which may arise during the end to end testing.

• Vocera will provide a Post-Installation Technical Report documenting the initial configuration of the system at the completion of the installation.

Badge

Configuration

Set-up the stand-alone Badge Configuration Station with dedicated access point

(if applicable) and Configure up to 2,100 Vocera badges. Review badge configuration with VANTHCS Systems Administrator. Systems Administrator will configure additional badges if needed and assist the System Administrator with the Vocera database installation and configuration.

Vocera Client

Gateway

The Vocera Implementation Engineer will complete the installation and configure a single Vocera Client Gateway (VCG) server and validate the installation is successful.

Vocera Messaging

Server – High

Availability

Architecture

The Vocera Implementation Engineer will complete the following tasks:

• Install and configure the Vocera Messaging software in a high availability configuration on two (2) Messaging servers with a load balancer/reverse proxy:

- Work with internal groups as identified by the COR to ensure external access while maintaining internal security practices.

- Vocera will Synchronize with the Vocera Voice Server and nursing staff’s

Active Directory, or one of the other following contact sources, prior to provisioning the Vocera Collaboration Suite application.

• MS Excel (e.g., User List Database)

• MSSQL Server

- Provide Vocera Collaboration Suite client application installation and configuration assistance via email distribution to a maximum of ten (10) supported devices (Smartphones, laptops etc.).

Administrator

Knowledge

Transfer Services

Provide a comprehensive overview of the Vocera Communication System, including the system architecture and its key features, with details on how to administer, maintain, and optimize the Vocera system post-implementation.

• System Administration training services will be provided over two (2) consecutive calendar days for up to three (3) participants.

Vocera will provide one (1) hands-on review session for up to three (3) people on the functionality of the Vocera Messaging Administration console, including but not limited to:

• how to administer users, groups and distribution lists

• how to create contact sources

• how to deploy to additional smartphone users

• troubleshooting overview

System Administration Training sessions will be delivered by the Vocera

Implementation Engineer and will include training labs to reinforce the training material provided to and covered with participants.

Education

Services and Go-

Live Support

Vocera’ s Clinical Informaticist will develop and deliver tailored training at the point of use, focusing on the best practices for using and maintaining Vocera.

Vocera will provide a maximum of 2,100 total seats of Instructor Led Training

(ILT) over 38 days. Training of front-line staff nurses in the use of the upgraded

Vocera communication badges.

Provide Vocera Collaboration Suite (VCS) Instructor Led Training (ILT) and

Vocera Badge ILT. • Train-the-

Trainer class size not to exceed eight (8) seats and will be scheduled for up to two (2) hours. • ILT class size not to exceed 12 seats and will be scheduled for up to 60 minutes.

• Maximum number of ILT classes per day not to exceed five (5).

• Class attendees to the VCS ILT must come to class with the VCS application installed on their smartphone and smartphone battery fully charged.

• Separate ILT sessions will be scheduled for the Vocera Badge or the VCS application

• Class attendees must come to class after having reviewed the applicable

Computer

Based Training (CBT) module via Health Stream the nursing staff’s Learning

Management System

• Nursing staff is responsible for CBT management of completion rate.

Provide consultation on training strategies and best practices to meet the needs of nursing staff as well as on-unit support during training days to support staff to effectively utilize Vocera.

Nursing staff Trainer(s) will train all remaining staff.

Vocera will work with the Nursing staff to establish the training schedule.

Nursing staff is responsible for ensuring full attendance to each training session scheduled.

The Vocera Clinical Informaticist will provide a Post-Training Report to the

NPM and COR.

Post-Deployment

Assessment

Services

Vocera Professional Services will provide up to four (4) consecutive days of post-deployment assessment. The post-deployment assessment includes remote evaluation of reports, on-site clinical walk-throughs and clinical interviews. The assessment is performed by senior Vocera staff and examines end user satisfaction and congruency with workflow to identify areas of optimizing critical processes and user/system performance and includes:

• Support for the System Administrator to:

- Provide system reports to departmental managers

- Ensure the System Administrator is proficient to run, schedule and interpret system reports

- Provide Support for the End Users

- Independently build database based on clinical process

• End user support through:

- Collaboration with clinical staff

- Incorporating changes to or new clinical process – independent database builds by System Administrator

• Identifying support:

- Trainers

• Support for struggling staff:

- Refresher classes

• Provide rounding support:

- Talk with staff, charge nurses and managers as available

- Identify user issues (frustrations) and what is working well

- Refresher training on broadcast feature

• Analysis, recommendations and communications to the deployment team

- Debrief (review of findings)

- Written report

• Alert template accuracy

Vocera will provide a Post-Deployment Assessment report documenting Vocera’ s findings and recommendations.

Third Party

System Alarm and

Event Notification

Integration

Services

Facilitate a series of workflow design sessions to develop the integrated clinical design specifying the alarms that will be delivered to Vocera; the routing of selected alarms to the appropriate caregiver role; the escalation of alert notifications and alert enunciation and presentation on the Vocera device.

Vocera will design six (6) unique workflows for the Third-Party Systems integration. Additional workflows will require a Change Order for additional work effort required.

Alarm

Integration:

Design Services

Facilitate a series of workflow design sessions to develop the integrated clinical design specifying the alarms that will be delivered to Vocera; the routing of selected alarms to the appropriate caregiver role; the escalation of alert notifications and alert enunciation and presentation on the Vocera device. Design will be performed for a maximum of the one (1) individual nursing unit.

Alarm

Integration:

Integration

Configuration

Services

Deliver hardware (if applicable) and software to nursing staff. Once in place, The Implementation Engineer will remotely build the Engage technical architecture and work with the third-party vendor representative(s) to configure the alarm data output connection to communicate with Vocera.

• Vocera will remotely work with the third-party vendor representative(s) to enable nurse call system caregiver call-back functionality (if applicable).

Alarm

Integration:

Engage System

Configuration and

Testing Services

The Implementation Engineer will remotely build the custom configuration based on the designated nursing project manager’s agreed upon clinical design.

Vocera will configure six (6) unique workflows for the Third-Party Systems integration. Additional workflows will require a Change Order for additional work effort required.

Upon configuration completion, the Implementation Engineer will coordinate with the nursing staff to test the system remotely and onsite to ensure that appropriate connections are made, and information flow is per design.

Alarm

Integration:

Alarm-to-Device

Training

Provide up to a maximum of 1,600 alarm-to-device training seats via 160 alarm-to-device training sessions over 32 days to educate end users on the processes for receiving, processing, retrieving and deleting alert notifications on their Vocera device.

Training sessions should be scheduled for up to 60 minutes.

• Alarm-to-device class size is not to exceed eight (8) seats.

The nursing staff Trainer(s) will train all remaining staff.

Vocera will work with the nursing staff to establish the training schedule.

The nursing staff is responsible for ensuring full attendance to each training session scheduled.

Alarm

Integration:

Alarm-to-Device

Go Live Support

Vocera Professional Services will provide Integration Go-Live Support Services as follows:

• Provide 16 hours of support services per day with two (2) Professional Services staff resource on an eight (8) hour shift.

• Support will be provided over four (4) consecutive days, Monday – Friday.

Alarm

Integration: Post-

Integration

Assessment

Services

Provide up to two (2) consecutive days of post-integration assessment. The post-integration assessment includes remote evaluation of reports, on-site clinical walk-throughs and clinical interviews. The assessment is performed by senior clinical Vocera staff and examines end user satisfaction and congruency with workflow to identify areas of optimizing critical processes and user/system performance and includes:

• Review of current workflow and alert/alarm configuration

• On-site clinical walkthroughs to:

• access staff proficiency

• address concerns

• identify educational needs

• Discuss ongoing Issues and challenges

• Analyze reports and review with System Administrator

• Identify areas of optimizing critical processes and user/system performance

Nursing Staff Responsibilities

To facilitate a productive engagement, nursing staff is responsible for the following:

• Working with the Vocera Sales Engineer, complete the Vocera Messaging Technical

Discovery

• Questionnaire. Vocera Professional Services will facilitate a project kick-off call after

Order Acceptance and requires the discovery questionnaire be completed prior to project kick-off.

• Provide a single point of contact to manage the Vocera implementation, obtain resources, schedule client personnel, and review and approve engagement deliverables.

• Acquire and configure all related server and network hardware and resources as identified by Vocera in its deployment sizing matrix (and/or specifications provided by

Vocera at time of project initiation). Ensure hardware required for Vocera System is ready at the time services are provided. This includes rack mounting servers, procuring

IP address for servers and configuring servers to network.

• For nursing staff wanting to send Vocera Messaging Alerts to the Vocera Badge, ensure the access points, network infrastructure, hardware and systems software support the requirements for the Vocera Communications System. These requirements are documented in Vocera Sizing

• Matrix and Vocera’ s Infrastructure Implementation Guide available at Vocera

Infrastructure

• Planning Guide

• Smartphones must be assigned to a corporate Wi-Fi network in order to support the

“Call” feature of the Vocera Collaboration Suite application.

• Identify help desk staff who can support any issues uncovered during training.

• Ensure the access points, network infrastructure, hardware and systems software support the requirements for the Vocera Communications System. These requirements are documented in Vocera Infrastructure Planning Guide.

• Ensure the Messaging System and Device Requirements are met as documented in the

VMP Requirements and Recommendations documents.

• Provide the radio MAC, names and locations of all access points

• Complete and assist with the completion of all responsibilities assigned to Client in the

Roles and Responsibilities section of this Statement of Work.

• The designated nursing project manager must provide two (2) supported smartphones for

Performance Assessment. o These must be preconfigured for any Mobile Device

Management (MDM) solution and the wireless network credentials

• Provided devices should be representative of devices to be used with the Vocera

• Messaging application

• Contact Apple directly for standard Apple assessment necessary for iPhone device of choice. The Apple assessment is to occur in conjunction with the Vocera Performance

Assessment.

• Schedule all client personnel as necessary for implementation activities, and review and approve engagement deliverables.

• Ensure that all necessary client IT and clinical personnel as identified by Vocera are available at mutually agreed times and dates to support key meetings, including but not limited to call flow design meeting, clinical workshop, installation, assessment, and training.

• Ensure that all necessary client IT and clinical personnel as identified by Vocera review and completion of deliverables. Any changes to deliverables will be handled through a change order process. Change Order request can be initiated by either the Client or by

Vocera.

• Schedule all on-site Vocera services between the hours 12pm - 7pm local time Monday, 7am - 7pm Tuesday through Thursday, and 7am - 4pm Friday.

• Assign technical resources that have access and adequate permissions on the Vocera servers and configuration computers.

• The designated nursing project manager will need to have existing Third-Party distributors install and configure any necessary components (HW/SW/Licensing)

• The designated nursing project manager will need to have existing nurse call distributor and their team and/or partner work with Vocera to enable nurse call system caregiver call-back functionality, if applicable

• The nursing staff will coordinate and make available all 3rd party implementation resources necessary to deliver the project.

• The designated nursing project manager must provide access to all locations required for system installation, configuration and training.

• The designated nursing project manager must provide remote access via VPN (site-to-site or client-based) for remote configuration, testing and support. Vocera requires the

Vocera Implementation Engineer to be granted full security access to the Engage server as necessary to complete this statement of work.

• The designated nursing project manager must ensure VMWare ESX is available for virtual environment configuration.

• Identify all staff to be trained by Vocera.

• Ensure the Vocera Systems Administrator is available to support the Vocera trainer at all times during the training classes and make changes as necessary to the database to support modifications and changes uncovered during training.

• Identify help desk staff who can support any issues uncovered during training.

• Designate training rooms of adequate size with wireless coverage and a speaker phone for demonstration purposes.

• Provide a desk, telephone and internet access for the Vocera Implementation Team.

Vendor Credentialing

Vocera has corporate agreements with several Vendor Credentialing Agencies. The designated nursing project manager may require Vocera personnel assigned to this project to be credentialed by one of the following credentialing agencies:

• RepTrax

• Symplr

• Vendormate

Services Quotation Summary

Based on our requirements, we estimate that 1,595 hours of Vocera Services will be required.

Delivery of the Vocera solution requires no more than 39 separate trips on-site by Vocera

Professional Services. Travel expenses will be billed as follows: JTR per diem rate for days spent on-site and airfare at actual cost. Travel expenses for project activities are not expected to exceed $38,790 per JFT website, https://www.defensetravel.dod.mil/site/perdiem.cfm, if no additional trips on-site are required to complete the implementation of the solution (as a result of project schedule delays and/or changes related to Client deliverables, activities, wireless network and infrastructure readiness, staff availability for scheduled meetings and end user training, staffing assignments etc.). An option to extend services can be exercised through standard terms and conditions of the GSA contract.

Vocera staff are assigned and scheduled based on agreed to schedules. Any changes to confirmed schedules may cause scheduling conflicts or may cause Vocera to forfeit non-https://www.defensetravel.dod.mil/site/perdiem.cfm refundable costs incurred. Therefore, once a schedule for Vocera staff has been agreed to by the COR, schedule changes that do not have Vocera prior written approval and/or at least two

(2) weeks prior notice are subject to delay fees. Delay fees may include non-refundable costs incurred and contracted services fees of scheduled work for the delayed staff previously scheduled. These fees will be managed through a Change Order to this Statement of Work.

In the event additional services are required due to the designated nursing project manager

(NPM) not meeting the requirements outlined under “Assumptions”, project schedule delays and/or changes related to the COR deliverables, activities, wireless network and infrastructure readiness, staff availability for scheduled meetings and end user training, staff assignments, etc., The COR has the option to extend services per the terms and conditions of the GSA IT 70 contract. If this occurs, the Vocera project team will communicate with the COR regarding the additional scope and estimated cost of these additional services. We will allow a minimum of six

(6) weeks after receipt of the completed Vocera order for kick-off and scheduling of the engagement.

Vocera Premier Plus Support Services

Vocera Professional Services is pleased to have the opportunity to work with VA North Texas

Health Care System, (“The NPM”), and your staff to provide Premier Plus Support Services for the management of your Vocera System with up to a 1,200 Enterprise Voice License and

Messaging License serving end users on the following one (1) campuses:

VA North Texas

Health Care System

4500 S Lancaster Road

Dallas, TX 75216

Up to seven (7) servers will be supported:

• Vocera Application Server Cluster (2 server array)

• Vocera Telephony Server

• Vocera Staging Server

• Vocera Report Server

• Vocera Messaging Server

• Vocera Engage Server

Contract Summary

• Vocera Premier Plus Support Services are provided on a 12-consecutive month basis to begin June 1, 2019 and ending May 31, 2020

• The Vocera Premier Plus Support Services contract is effective within 90 to 120 days of contract receipt.

• Services will be delivered for one year from the start date for a total of 1,800 hours.

• Vocera Premier Plus Support Services contracts are renewable annually.

• Vocera Premier Plus Support Services requires Premier level Technical Support and

Maintenance. This Engagement Letter documents the services to be rendered by Vocera

Professional Services.

Premier Plus Support Services

Vocera Premier Plus Support Services is a comprehensive and systematic delivery of best practices in the use, maintenance, and on-going design support of the Vocera communication system. Premier Plus Administrators are employees of Vocera, deployed under the supervision and direction of Vocera. Training and supervision are focused on delivering a nursing staff experience inclusive of the attributes described below.

• Vocera Data & Device Management o Establish, update and maintain processes for submitting data and device changes to Vocera database.

o Add/delete/update users, groups and address book entries as requested by using departments.

o Export user, group and address book information for review by using departments for accuracy and currency (every 6 months).

o Maintain device management data.

o Develop, update and maintain processes for changes in badge ownership, ordering new equipment, troubleshooting equipment, repairing equipment, requesting and processing RMA’s, reporting damage and budget trends, maintaining spares pool, coaching on replacement budget planning, training users and leadership on device management best practices, scheduling reports, and aiding with finding lost equipment.

• Vocera Software Management o Apply Vocera service packs and hot fixes.

o System health analysis (every 6 months).

• Vocera Deployment Optimization o Refine deployment call flows to improve usability of the Vocera system.

▪ Vocera workflow optimization assistance will only be provided for existing Vocera deployed nursing units / departments.

Assistance needed for configuration changes involving units / departments not already designed and implemented when the

Vocera Systems Administrator Service begins. Services needed for any new Vocera deployments / expansion will require a separate Vocera Professional Services engagement.

▪ Round on each unit to coach staff, learn workflow, uncover issues, resolve issues and develop relationships

• Vocera Training and Orientation Management o Develop, update, and deliver training for new employee orientation for Vocera users.

o Establish process for on-boarding of new Vocera users.

o Establish process for reviewing Vocera reports to identify and coach users experiencing less than optimal performance.

o Maintain training materials and make easily available to staff for self-review and refresher.

o Maintain at least a 10% Super User population across all units and shifts;

providing training to keep the Super User population competent and constant.

o Provide upgrade training for changes in functionality affecting end users.

• Vocera Issue Escalation Management o Develop, update and maintain process for end users to report Vocera issues.

o Address and resolve issues regarding Vocera equipment, database, and users.

o Escalate issues regarding network or servers to the appropriate NPM contact.

o Escalate issues with the Vocera product to Vocera Technical Support.

o Track and trend Vocera issues to institute process improvements where possible to reduce issue escalations.

o Follow up with issue reporter to provide update status and resolution.

• Vocera Report Management o Set up scheduled reports as requested by end user unit leaders.

o Provide consultation to units regarding the reports available.

o Review reports and provide consultation to end user units, network staff and other key support staff and stakeholders regarding actions needed to optimize

Vocera system and user performance. (Monthly)

• Vocera End User Satisfaction o Per organization’s preference and barring any union or other legal barriers, develop Vocera User Satisfaction Survey.

o Survey using departments once a year to collect formal feedback and quantifiable measures of satisfaction.

o 1.7.3 Facilitate user group meetings to discuss Vocera issues, lessons learned and process improvements. (Monthly) o Deploy changes to Vocera program management as approved by senior level

NPM.

• Vocera Messaging Server Administration

The Vocera Systems Administrator for nursing staff will administer the Vocera Messaging solution in addition to the Vocera Voice Communications System.

The Vocera Systems Administrator will provide the following services:

• Vocera Messaging Data & Device Management o Establish processes for submitting data and device changes to Vocera Messaging database.

o Add/delete/edit users, templates and messaging groups as requested by using departments.

• Vocera Messaging Deployment Optimization

Refine deployment messaging groups to improve usability of the Vocera Messaging system.

• Vocera Messaging Training and Orientation Management o Develop and deliver training for new employee orientation for Vocera Messaging users.

o Establish process for on-boarding of new Vocera Messaging users.

o Maintain training materials and make easily available to staff for self-review and refresher.

o Provide upgrade training for changes in functionality affecting end users.

• Vocera Messaging Issue Escalation Management o Develop process for end users to report Vocera Messaging issues and concerns.

o Address, and resolve issues regarding Vocera Messaging configuration.

o Escalate issues with the Vocera Messaging product to Vocera Technical Support.

o Track and trend Vocera issues to institute process improvements where possible to reduce issues escalations.

o Follow up with issue reporter to provide update status and resolution.

• Vocera Engage Server Administration

The Vocera Systems Administrator for the nursing staff will administer the Vocera Engage solution in addition to the Vocera Voice Communications System.

The Vocera Systems Administrator will provide the following services:

• Vocera Engage Server Monitoring o Proactively monitor the Engage server for any issues.

o Escalate identified server issues, as appropriate, to Vocera Technical Support.

• Vocera Engage Deployment Optimization o Provide guidance to the NPM as relates to the Engage workflow improvement.

o Integration workflow optimization assistance will only be provided for existing integrations into existing nursing units / departments.

Assistance needed for configuration changes involving units / departments not already designed and implemented when the Vocera

Systems Administrator Service begins will require a separate Vocera

Professional Services engagement. Services need for any new integrations will require a separate Vocera Professional Services engagement.

o Provide support for engaging Vocera Professional Services for the NPM requested configuration changes.

• Vocera Engage Training and Orientation Management o Develop and deliver training for new employee orientation for Vocera Staff

Assignment and Alarm-to-Device users.

o Maintain training materials and make easily available to staff for self-review and refresher.

o Provide upgrade training for changes in functionality affecting end uses.

• Vocera Engage Issue Escalation Management o Develop process for end users to report Vocera Engage issues and concerns.

o Manage escalated Vocera Engage issues with Vocera Technical Support.

o Track and trend Vocera issues to institute process improvements where possible to reduce issues escalations.

o Follow up with issue reporter to provide update status and resolution.

NPM Premier Plus Support Responsibilities

To facilitate a productive support structure, the NPM is responsible for the following:

• Vocera Premier Plus Support Services requires Premier level Technical Support and

Maintenance.

• Provide a knowledgeable VA North Texas Health Care System employed point of contact for the Vocera Premier Plus Administrator to aid with the processing of the VA

North Texas Health Care System security paperwork and IT systems access.

• Provide a desk, telephone, desktop computer and network access for the Vocera Premier

Plus Administrator. The desk must be large enough to accommodate a work area for evaluating and repairing Vocera devices, and include locked storage for Vocera devices, accessories and training materials.

• It is strongly recommended that the Vocera Premier Plus Administrator be given an office to be able to work in. Vocera work can be very disruptive to other staff

(configuring badges for instance). They should have a lockable storage area in order to store Vocera inventory. This office/workspace should be located in the hospital, not an IT or other administrative building.

• Provide access to the Vocera servers, access to NPM’s and procedure information, and security access to all implemented areas/floors with a few exceptions (narcotics areas etc.).

o Access to other systems such as change management, internal help desk systems, shares, and personnel systems may also be required.

o The COR email account is strongly recommended.

• Vocera Premier Plus Administrators should have access/introduction to clinical engineering, infection control, telecom, applications and network staff as well as key clinical stakeholders. They should be managed by a clinical resource to facilitate relationship with clinicians and access to clinical flows. Require new users attend

Vocera training session as mandatory.

• Establish schedules for training that meet the following requirements for class size:

Super User class size not to exceed 12 staff members; Basic End User class size not to exceed 8 staff members. Ensure that class attendees walk out of the training room with a badge to use in the work environment and that the wireless environment supports effective badge use.

• Provide timely information regarding employee additions, changes and removals to support effective administration of the Vocera database.

• Provide organizational security standards regarding the number of days inactive accounts are allowed.

• Provide a Vocera badge configuration computer with a dedicated access point and access to it.

• Provide access to a high-quality color printer for printing Vocera training materials.

• Ensure the access points, network infrastructure, hardware and systems software support the requirements for the Vocera Communications System. These requirements are documented in Vocera Infrastructure Planning Guide.

Billing Practices for Vocera Premier Plus Support Services

Vocera will bill the Vocera Premier Plus Support Services monthly, in arrears. Vocera will provide up to a maximum of 1,800 hours per year of Vocera Premier Plus Support Services.

This work is inclusive of travel expenses. If trips are required other than to the following one (1) campus, additional travel expenses may be incurred by VA Nursing service:

VA North Texas

Health Care System

4500 S Lancaster Road

The NPM will provide a minimum 60 days of notice prior to the anniversary date of the contract regarding the renewal of the Vocera Premier Plus Support Services contract.

Professional Services SKU Description

Quantity SKU Description

1 240-01239 Resonable and Actual Reimbursable Travel Expenses (CLIN 0028)

5 240-01405

Premier Plus Support Services, Per Quarter (1 per year)

(Includes CLIN 0029 and All Option CLINs)

Statement of Work Bonham# 549-19-1-205-0010

Vocera Professional Services welcomes the opportunity to work with Bonham VA Medical

Center, (“The designated NPM”), to provide the professional services required for the deployment of your Vocera Voice and Messaging solution into five (5) departments / nursing units.

The Vocera solution will be deployed for the following:

• Vocera Voice

• Vocera Messaging

• Vocera Integration

The Vocera Communication System will be integrated with the VA’s third-party systems, indicated in the table below, for the purpose of secondary alarm and event notification delivery to the Vocera communication device. Alarm and event notification will be designed, configured and deployed in one (1) individual nursing unit.

For the purposes of this agreement, OR areas (Pre-Op, OR, PACU, Anesthesia, Sterile

Processing, etc.) will be treated as separate units.

To deliver alarm and event notifications to the appropriate staff member(s), staff assignments will be managed as indicated in the table below:

Staff assignments for alert routing will be managed in the Vocera Staff Assignment application.

This alarm integration configuration supports the delivery of a nurse call alarm or event to the

Vocera device as a text message notification.

Project Summary

In order to estimate the time required of Vocera Professional Services personnel to complete this project, it is necessary to define the scope of the Vocera Communication System functionality to be deployed and the departments or functional groups that will deploy Vocera. System planning and implementation services to be rendered by Vocera Professional Services for this engagement will include the same services as previously listed in Table 3 above, except for the following differences.

Project Details – Voice and Messaging

1. Project Management and Deployment Planning Services

Your Vocera Implementation Team consists of the following resources:

3rd Party System Model Middleware

Platform

Staff Assignments for

Alarm Routing

Hill-Rom Navicare Direct VMI Vocera

Role: Project Manager

Responsibility: Managing the resources and delivery of the project to the scope, budget and timeline.

Role: Wireless Network Engineer

Responsibility: Assessing the performance of Vocera in the COR’s environment and providing any recommendations for remediation.

Role: Implementation Engineer

Responsibility: Co-facilitate the delivery of the Vocera Workshop and Call Flow Design sessions

• Build/update Vocera database

• Install, configure and conduct end-to-end testing of the system

• Deliver Administrator Knowledge transfer services

Role: Clinical Solutions Consultant

Responsibility: Co-facilitate the delivery of the Vocera Workshop and Call Flow Design sessions

• Develop training materials and training schedule

• Deliver Vocera device training and go-live support

• Conduct Vocera Post-Deployment Assessment

Role: Integration Engineer

Responsibility: Co-facilitate the delivery of the Integration Workshop and Integration Design sessions

• Update Vocera database to support room/role groups for alert routing

• Provide configuration support assistance to the third-party system to connect and complete technical testing of the integrated solution

• Co-facilitate Technical and User Acceptance Testing of the integrated solution

Role: Clinical Integration Consultant

Responsibility: Co-facilitate the delivery of the Integration Workshop and Integration Design sessions

• Document the integrated solution design with the Alarm Notification workbook

• Develop User Acceptance Test scripts and end-user training materials

• Co-facilitate Technical and User Acceptance Testing of the integrated solution

• Deliver alarm-to-device training services

• Conduct Vocera Post-Integration Assessment

2. Vocera Performance Assessment Services

Professional Services Milestone: Delivery of Assessment Report

Vocera will conduct up to one and half (1 ½) days of on-site readiness assessment of…