36C25719Q1328-001.pdf

RAULAND RESPONDER 5

STATEMENT OF WORK

1.0 DESCRIPTION OF SERVICES

The contractor shall provide an annual software support, maintenance and update contract to cover the

Rauland Responder 5 Software listed below in accordance with this statement of work. This shall include technical support and assistance availability within 1 hour of a telephone request for troubleshooting assistance. The service maintenance agreement shall cover one (1) base year plus four

(4) option years. Contractor shall provide services for the Rauland nurse call proprietary reporting, assignment and interface software located at the South Texas Veterans Health Care Systems; Audie L.

Murphy Memorial Veterans Hospital; 7400 Merton Minter Boulevard; San Antonio, Texas 78229-

4404. The Rauland nurse call Responder 5 software to be included within this service agreement are the following:

Qty Item Number Description

17 355002 R5 Base Phone Integration

17 366102 R5 PC Console

17 366104 R5 Staff Assignment

17 366200 R5 Reports Manager

17 366402 R5 HL7 ADT Interface

Contractor will not be paid under this contract to perform repairs/maintenance/upgrades to any hardware associated with Responder 5. This is a software-only maintenance contract. A quote will be needed for all hardware repairs/maintenance/upgrades and a separate Purchase Order number.

2.0 GENERAL REQUIREMENTS

The contractor will perform software maintenance and support services in accordance with the published manufacturers recommendations. The contractor will utilize the Original Equipment

Manufacturers established procedures and checklists, as applicable (or a Contractor supplied equivalent approved by a Government representative.

Software maintenance and support will include, but is not limited to, the following:

1. Remote service support

2. On-site service support

3. R5 Software/Firmware updates (new releases) as available

4. 4 hours of R5 programming changes per quarter

5. 6 hours of additional end user training per quarter (on-site or via WebEx)

3.0 REMOTE SERVICE SUPPORT

The contractor will provide technical support service for the Rauland Responder 5 system via telephone support and remote access support. Remote access technical support will consist of a secured VPN computer connection through Citrix with the Responder 5 system, in which the contractor will be able to pinpoint and troubleshoot system problems and correct them. Any remote software maintenance services not covered under this contract must be communicated to a Government representative in writing with a quote for those services prior to any work being done. A separate purchase order may be issued for any non-covered services.

4.0 ON-SITE SUPPORT

The Contractor will provide on-site service and support by Rauland Certified Technicians for the

Rauland Responder 5 system. The on-site service will be schedule at a mutually convenient time if the remote access efforts to service and support the Responder 5 system fail to correct the problem. Any on-site software maintenance services not covered under this contract must be communicated to a

Government representative in writing with a quote for those services prior to any work being done. A separate purchase order may be issued for any non-covered services.

5.0 NEW RELEASES

The contractor will provide one copy of any new release of Responder 5 software, which may include generally available error corrections, modifications, maintenance patch releases, enhancements, and the revised User Documentation, if applicable. Stand-alone error corrections that are not part of a new release will be independently supported but will be incorporated into the next release of the Responder

5 software. The contractor will continue to support the immediately preceding release of the Responder

5 software for a period of twelve (12) months following the discontinuance of such software or the date on which the new release becomes generally available.

6.0 RESPONSE TIME

All routine maintenance not initiated by a service call from the Government representative must be scheduled 24 hours ahead of time with the Government representative.

During the term of this contract, the Contractor will provide support at the Customers request and will use its best efforts to provide prompt support services to the Customer by telephone. The Contractor will use its best efforts to respond promptly to all inquiries by the customer within one (1) hour of notification that service is required.

Urgent Service Calls: Urgent service involves the correction of conditions that constitute an immediate danger to personnel, threaten property, or require action to restore essential service. The contractor must gain remote access to our system within two hours after receipt of an urgent service call and must work continuously until the condition is corrected. If correction of conditions involves a repair outside the scope of maintenance and support related service, authorization to proceed will be given by a

Contracting Officer only to perform repairs. Repairs outside of this scope must be approved by the

Contracting Officer and will be paid separate from this contract and will require a separate purchase order.

7.0 REPORTS

A written ESR report with complete and documented maintenance service support work must be submitted for each resolved issue. Report must be in format mutually acceptable to VA and Contractor.

The report must include a detailed description of the process used. In addition, each ESR must, at a minimum, document the information listed below legibly and in complete detail. Failure to provide written reports could result in delay of payments.

1. Name of Contractor

2. Name of technician who performed services

3. Date, time (starting and ending), equipment downtime, and hours remote or on-site for service call

4. VA purchase order number (Using the incorrect number could delay processing of invoices)

5. Identification of equipment to be serviced: ID number, manufacturers name, model, and serial numbers, room location, and any other manufacturer’s identification numbers

6. Itemized description of services performed and documentation of discrepancies, system impairments, and recommendations

7. Signatures of the technician performing the services and the VA employee who witnessed the services described

The contractor must maintain a complete orderly and chronological file including copies of all reports as required by these specifications. A record of all callbacks and repairs must be kept by the contractor indicating any difficult experiences and the corrective measures taken to eliminate these difficulties.

These files are to be maintained for the life of the contract.

8.0 TECHNICAL REQUIREMENTS

1. The Contractor’s staff shall include a “fully qualified” Technician assigned to this area and a

“fully qualified” Technician who shall serve as the backup.

a. “Fully qualified” is based upon training and on experience in the field. For training, the

Technician must have successfully completed a formalized training program for the equipment covered under this contract. For field experience, the Technician must have a minimum of one (1) year of experience providing preventive/corrective maintenance and emergency repair services on the same make and model of equipment covered under this contract.

2. Personnel with any laptops, thumb drives or CD/DVD’s intended to be plugged in to the equipment are required to allow these devices to be scanned for viruses or malware.

9.0 HOURS OF OPERATION

Normal hours of operation are Monday through Friday from 8:00 am to 4:30 pm, excluding holidays.

Federal and National Holidays observed by the VAMC are:

National Holidays Federal Holidays

New Year's Day

Labor Day

Independence Day

Memorial Day

Thanksgiving Day

Christmas Day

M L King's Birthday

Columbus Day

President's Day

Veterans Day

Independence Day

Also included would be any other day specifically declared by the President of the United

States to be a National Holiday.

When a holiday falls on a Sunday, the following Monday must be observed as a legal holiday by U.S. Government agencies. When a holiday falls on a Saturday, the preceding Friday must be observed as a legal holiday.

10.0 SECURITY REQUIREMENTS

All contractors working under this contract, requiring remote access to the Responder 5 system, must be fingerprinted for a background check and issued a PIV badge prior to being authorized for this remote access. Contractor PIV badges are issued through VSC and must be initiated through the COR for this contract. PIV badges are required for contractor employees to have remote access to networked medical systems at Audie L Murphy and Kerrville locations.

All contractors working under this contract, requiring on-site access, must wear visible identification and company uniforms (if available), approved by the Government representative, at all times while on the premises of the VAMC. It is the responsibility of the Contractor to park in the appropriate designated parking areas. Information on parking is available from the VA Police Section or the

Government representative. The VAMC will not invalidate or make reimbursement for any parking violations of the Contractor under any conditions. Smoking is prohibited inside any buildings at the

VAMC. Possession of weapons is prohibited. Enclosed containers, including tool kits, must be subject to a search. Violations of VA regulations may result in citations answerable in the United States

(Federal) District court, not a local district, state, or municipal court.

11.0 PROTECTION OF GOVERNMENT PROPERTY

During work execution on-site, the Contractor must take special care to protect Government property including furniture, walls, baseboards, and other surfaces. Damage resulting from the Contractor operations must be repaired by the Contractor, including painting, refinishing, or replacement, if necessary, at no additional cost to the Government. The Contractor must be responsible to meet

OSHA/Safety requirements in the performance of the work. This must include, but not limited to, taking all the necessary precautions to protect the patients, visitors, and/or staff at each location. The

Contractor must be held responsible for any injuries and /or damage, which may be caused as a result of the Contractors failure to adhere to these requirements.

Damage

Extreme caution must be exercised to prevent damage to the building and its contents. Any damage must be reported to the Government representative immediately for appropriate action. Any damage caused by the contractor will be repaired and/or replaced to the satisfaction of the VA at the

Contractor’s expense.

12.0 FACILTY CHECK-IN REQUIREMENTS

For on-site work, the Contractor must be required to report to the Audie L. Murphy, Biomedical Engineering Services to log in for services performed under this contract. This check in is mandatory.

Audie L. Murphy Contact Person(s): Katherine Navarro Telephone Number & Extension: 210-949-3997

13.0 Information Systems Officer, Information Protection

VA ACQUISITION REGULATION SOLICITATION PROVISION AND CONTRACT CLAUSE

NOTE: This clause will undergo official rule making by the Office of Acquisitions and Logistics. The below language will be submitted for public review through the Federal Register. The final wording of the clause may be changed from what is outlined below based on public review and comment. Once approved, the final language in the clause can be obtained from the Office of Acquisitions and Logistics Programs and Policy.

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and

VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. VA prohibits the installation and use of personally-owned or contractor/subcontractor-owned equipment or software on VA’s network. If non-VA owned equipment must be used to fulfill the requirements of a contract, it must be stated in the service agreement, SOW or contract. All of the security controls required for government furnished equipment (GFE) must be utilized in approved other equipment (OE) and must be funded by the owner of the equipment. All remote systems must be equipped with, and use, a VA-approved antivirus (AV) software and a personal (host-based or enclave based) firewall that is configured with a VA-approved configuration. Software must be kept current, including all critical updates and patches. Owners of approved OE are responsible for providing and maintaining the anti-viral software and the firewall on the non-

VA owned OE.

TRAINING:

a. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems:

1. Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix E relating to access to VA information and information systems;

2. Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training;

3. Successfully complete the appropriate VA privacy training and annually complete required privacy training; and

b. Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document – e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training

Requirements.]

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

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

14.0 Privacy Officer

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

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

b. The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor’s employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination.

c. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

d. The contractor/subcontractor shall not make copies of VA information except as authorized and necessary to perform the terms of the agreement or to preserve electronic information stored on contractor/subcontractor electronic storage media for restoration in case any electronic equipment or data used by the contractor/subcontractor needs to be restored to an operating state. If copies are made for restoration purposes, after the restoration is complete, the copies must be appropriately destroyed.

e. If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate for cause under Federal Acquisition Regulation (FAR) part 12.

15.0 Records Manager

a. Contractor must comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

b. In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

c. In accordance with 36 CFR 1222.32, Contractor must maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law.

Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

d. STVHCS and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of STVHCS or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity.

Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701.

In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to STVHCS. The agency must report promptly to NARA in accordance with

36 CFR 1230.

e. The Contractor must immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle]. The Contractor must ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor must not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it must be returned to STVHCS control or the Contractor must hold it until otherwise directed. Items returned to the Government must be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the [contract vehicle]. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4).

f. The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and STVHCS guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.

g. The Contractor must only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with STVHCS policy.

h. The Contractor must not create or maintain any records containing any non-public STVHCS information that are not specifically tied to or authorized by the contract.

i. The Contractor must not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

j. The STVHCS owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which STVHCS must have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any Contractor rights in the data or deliverables must be identified as required by FAR 52.227-11 through FAR 52.227-20.

k. Training. All Contractor employees assigned to this contract who create, work with, or otherwise handle records are required to take VHA-provided records management training, Talent Management System (TMS) Item #10176, Privacy and Information Security, Rules of Behavior. The Contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training.

16.0 DEFINITIONS/ACRONYMS

Acceptance Signature – VA employee who is authorized to sign-off on the ESR, which indicates that the PM has been concluded or is still pending completion, or that the Emergency Repair has been accomplished or is still in a pending status.

CO – Contracting Officer

COR – Contracting Officer’s Representative

ESR – Employee/Vendor Service Report – A documentation of the services rendered for each incidence of work performance under the terms and conditions of the contract.

VA – Veterans Affairs

VAMC – Department of Veterans Affairs Medical Center