P01 Statement of Work.pdf

STATEMENT OF WORK FOR

VA SAN DIEGO HEALTHCARE SYSTEM

MAIL OPERATIONS

1. OBJECTIVES:

The VA San Diego Healthcare System’s (VASDHS) Mail Operations are tasked with supporting the mail operational needs of the entire Health Care System and other departments within the system.

Contract terms and conditions within the guidelines of the Federal Acquisition Regulations (FAR) shall enter into a contract of mail automation services, hardware, software, maintenance, and support as required during the contract period.

This will be a firm-fixed-priced delivery order for one (1) twelve-month base in which devices will be installed and four (4) twelve-month option periods for the maintenance/supplies.

Availability of Funds: Many Government agencies’ operating funds are appropriated for a specific fiscal year. Funds may not be presently available for any orders placed under the contract or any option year. The Government’s obligation on orders placed under this contract is contingent upon the availability of appropriated funds from which payment for ordering purposes can be made. No legal liability on the part of the Government for any payment may arise until funds are available to the ordering Contracting Officer.

2. BACKGROUND:

The VASDHS is seeking a hardware and software solution to improve their mail operations, streamline and improve outgoing mail, patient letters, and patient communications going out to the veteran. The reduction and cost recovery of any returned mail and patient communications leaving the

VA. This SOW will touch on any document, letter, or communication being sent to the Veteran, coupled with recommendations to improve these processes and improve the Veteran experience within the VA along with other recommendations to optimize efficiency, increase utilization, improve quality and reduce costs to the VA.

3. GENERAL REQUIREMENTS:

The contractor shall perform all services on the leased, mail hardware and software such as:

installation, de-installation, maintenance, repair and/or replacement, relocations, training and responding and resolving incidents, service requests and changes transportation, service delivery management system(s), equipment, parts, and all required supplies necessary for operation of the mail hardware. All Hardware and software presented to the VASDHS MUST be Technical Reference

Model (TRM) approved. All hardware and software will include 5 years of maintenance, software, support, and any outside costs to operate and utilize all mail hardware and software.

4. TECHNICAL MAINTENANCE SUPPORT:

The contractor will respond to service calls during normal working hours, Monday through Friday.

Excluding holidays observed by the Federal Government. The vendor must respond to verbal service calls within (1) hour after notification of malfunction of production equipment. Service calls for mailing equipment shall be responded to within 24 working hours. The response time on a service call starts when the authorized personnel of a VASDHS agency/activity places a service call to the vendor. The service technician will report to the agency/activity requesting service and notify them of his/her arrival and verify the problem for which the service call was made. After the call is completed, the service technician will contact the service requester, key operator, or any VASDHS representative with the office, whether or not service is completed satisfactory.

The contractor must provide a toll-free telephone number for service calls which must be answered during at least eight working hours, between 7:30 am and 4:00 pm, Monday thru Friday, and manned in such a way that the caller will not be on hold for more than three minutes in the process of reporting a service requirement. The contractor shall also provide for placing service call through the contractor’s web-site and provide for ordering supplies over the internet.

The vendor must have sufficient management and qualified dedicated technicians to service the mail hardware and software solution. The vendor must have a crew of qualified and trained service and delivery personnel in sufficient numbers to service and support the requirements under contract within the specified response times.

The contractor shall complete a maintenance report upon the completion of each maintenance service/repair call. Report shall include time or arrival on-site, date and time of service completed;

and a description of service(s) rendered. A copy of the reports shall be forwarded if requested to the

COTR within 5 working days.

5. PRODUCT DESCRIPTION – HARDWARE AND SOFTWARE:

5.1. Mail Services Software for Windows with turnkey solution or equivalent, including integrated inserter control.

5.2. Automated Verification feature for inserter control

5.3. 2 printer attachments

5.4. USPS CASS and PAVE certified components for USPS delivery

5.5. IMB creation for outbound mail pieces

5.6. NCOA annual subscription to allow for valuable USPS National Change of Address database feedback, about all outbound mail piece addresses

5.7. “Mail Services Labor”. Project cost for on-site installation and configuration of the solution, including testing, training, and go-live support on the VA premises.

5.8. "Inserter Integration". Integration testing with proposed Mail Inserter and the Mail Services

Software. The inserter can read industry-standard barcodes that Mail Services Software places on every page. Go live support and training needs to be included.

5.9. VA TRM certified software

5.10. 508 compliant, with available VPAT.

5.11. Must integrate with system inserter

5.12. Produces production control barcodes on every page of every mail piece, to automated mail piece creation from the barcoded page.

5.13. Must support VMWare and run on Windows 64-Bit physical Server, or logical VMWare

Server partition for Windows.

5.14. Accepts PDF files as input and can index the address fields in different locations for different types of jobs.

5.15. Can also accept and print different types of print files, such as PCL5, PS, XML Supports

USPS CASS certified address cleansing, including the NCOA database. Proposal must include keeping CASS and NCOA current.

5.16. Provides a USPS PAVE certified sorts and prepares all USPS artifacts (cage/pallet and tray tags, Postage Statement 3600-FCM/3602 Qualification Report, and mail.dat file) for USPS delivery.

5.17. Prints pages in PAVE-sorted order to minimize postage.

5.18. Postal savings with grouping, batch printing, sorting and merging

5.19. Allows changes in real-time without IT involvement. Specifically, processing begins with the

A SIS PDF files, with no changes required to the upstream applications.

5.20. Supports integrity barcodes: OMR, BCR, 2D (datamatrix), and 3-of-9 barcodes. Any barcode can be placed in any orientation, and at any place on the page.

5.21. Multi-lingual document management

5.22. Delivers the mail.dat file directly, and electronically, to the USPS “Postal One!” system.

5.23. Delivers a list of any problem addresses to the VA, for each print job, including return codes to enable address correction.

5.24. Produces USPS Full Services Intelligent Mail® barcodes on every mail piece

5.24.1 Creating a unique tracking ID for every mail piece

5.24.2 Allowing for USPS Secure Destruct to be requested, by job type

5.25. Exports information for every completed job, including page and piece counts, and identifies a file that contains any problem address information associated with that print job.

5.26. Must be usable via secure browser-based interface

5.27. Supports separate user id logins, one per person

5.27.1 Allows a user to make dynamic changes to columns that are included in job-views

5.27.2 Remembers preferences for screen layout, by user id, so that each user can have their own view of the system

5.28. Supports separately defined roles, including Printer Operator, Supervisor, and System

Administrator.

5.28.1 Associates each login with only one role, which defines what that is allowed.

5.29. Records all user actions in job logs for accountability and chain-of-custody.

5.30. Allows print files to be viewed on the spool, prior to paper production.

5.30.1 Supports searches for particular pages in a print job by text fields

5.31. 5 years of maintenance and software support

6. ADDITIONAL SOFTWARE REQUIREMENTS:

Mail order software must be able to interface shipping with ScriptPro, combining UPS, USPS, and

FedEx, as well as, other mail systems in order to deliver the most cost-effective carrier. Adherence in regard to HIPAA privacy laws is required. The VA’s objective is to create a process improvement that leverages the full capabilities of the ScriptPro pharmacy automation with mail order software.

Mail order software should be capable of the following improvement:

6.1. Single-scan process.

6.2. Retrieval of current shipping addresses in real time without manual entry by users.

6.3. Automatic selection of desired mailing class and services and best price defaulting.

6.4. Posting back USPS, UPS, FedEx and other mail system tracking numbers for each packaged prescription to VistA.

6.5. Ability for VistA users to access postal tracking numbers for packages mailed locally from pharmacies.

6.6. Better delivery of most cost-effective USPS shipping rates tracking in delivery process.

6.7. ScriptPro utilizes HL7 messaging with XML listeners so that a common database is not required, that information is pulled in real time as needed. To ensure patient confidentiality, no protected health information is transmitted between systems. The ScriptPro batch ID number is used, because it is an internal reference number that is meaningless to any system other than

ScriptPro.

7. HOUSEHOLDING CAPABILITY AND SOFTWARE:

7.1. Householding capability that ensures like mailings to the same person can be included in a single envelope, instead of multiple envelopes.

7.2. Contractor will configure, test, and deliver the HouseHolding solution. This includes training for VA professionals.

7.3. Includes identification of key criteria that must match to allow HouseHolding to occur (e.g., exact address match plus account number the same).

6.3.1 Includes testing on-site at the VA with real data, and training for VA personnel.

6.3.2 Results in a production HouseHolding for single application type – e.g. EOBs.

6.3.3 Expandable to include HouseHolding of other application types by VA I/T staff.

7.4. Maintenance and software support for duration of contract.

8. MAIL SYSTEM AND POSTAGE METER:

8.1. Mid to high volume mailing postage system with automatic feeding, 15” touch screen control panel & keyboard, wide feed deck, speeds up to 300 letters per minute, nested, open and closed flat sealing capabilities

8.2. Meter rental with Postal Rate Software updates and online reporting by department and mail class breakdown.

8.3. Ability to allow user to charge back up to 300 department accounts

8.4. Weighing platform accurately weighs, rates and classifies mail at speeds up to 160 lpm

8.5. Conveyor stacker

8.6. 70lb weighing platform with differential weighing

8.7. Remote label dispenser for larger packages

8.8. On-Site maintenance contract with factory trained technician for service calls and maintenance for term of the contract. Maintenance to cover parts and labor.

9. MAIL INSERTER – MID TO HIGH VOLUME FOLDER/INSERTER WITH CLOSED LOOP

VERIFICATION SOFTWARE:

9.1. 2 Station folder/inserter with two (2) standard 500 sheet feeders at speeds of up to 5,000 finished envelopes per hour with accumulating speeds of 7,800 sheets per hour.

9.2. Monthly duty cycle of up to 100,000 finished envelopes per month

9.3. Ability to read ID, 2D, and OMR barcode to identify multi page sets and to ensure right contents get inserted into the right envelope

9.4. Software license for the ID, 2D, and OMR Barcode

9.5. Closed loop verification software to identify when contents were printed, inserted and exit the inserter

9.6. Ability to search historical data on closed loop verification software. Ability to enter in a name or account number and pull up history on when piece was printed and inserted into envelope.

9.7. On-site support/training with users for 3 days

9.8. On-Site maintenance contract with factory trained technician for service calls and maintenance for term of the contract. Maintenance to cover parts and labor.

10. LETTER AND DOCUMENT FOLDER:

10.1. Automatic letter folder that is easily adjusted to process a variety of precision folds with easy-to-use control panels and automatic job settings

10.2. Max Paper Weight: 230 g/m² /61# Bond/127# Index

10.3. Max Paper Size: 12.2" x 18"

10.4. Min Paper Size: 4.7" x 7.2"

10.5. Paper Type: Coated and non-coated stock

10.6. Minimum Speed: 5,000 sheets/hour

10.7. Duty Cycle: Commercial Grade

10.8. Adjustment: Automatic

10.9. Feed type: Air

10.10. Optical double feed detection

10.11. Sound absorbers for quiet operation

10.12. Standard cross folding unit for right angle folds

10.13. 625-sheet feed tray capacity

10.14. Folds at 260 sheets per minute

10.15. Six pre-programmed folds (single, letter, z-fold, gate, fold-out and double-parallel)

10.16. Can store up to 20 custom folds

10.17. User friendly control panel

10.18. Delivery roller automatically sets paper size

11. HAND HELD BARCODE – SCANNER:

11.1. Two (2) handheld scanners on stand

11.2. Reads typed address on label/envelope

11.3. Scans 5 lines of address (Attention, Company, Address 1, Address 2, City/State/Zip/County –

Optional) in specific order, cannot scan phone number

11.4. Three (3) scans per minute

11.5. Translates scanned address into software recipient fields

11.6. Software, cables, and necessary accessories required for use

12. CONSUMABLE SUPPLIES:

All consumable supplies are to be furnished by the vendor, including toner, ink, meter tape, staples, labels and any other required supplies to be purchased on an as needed basis and (for production print machines equipped with automatic stapling capability). Excludes; paper, transparencies.

13. TRAINING:

13.1. Contractor shall provide on-site training within (3) business days after installation of all solutions to key operators. Training for all mail hardware and installed software components will be conducted as a train-the-trainer session. These training sessions will be defined as:

13.2. User training – one (3) end user training session for up to two (2) hours for all mail operation staff.

13.3. One week of comprehensive boot camp to review hardware, software, applications and how to incorporate new technology and workflows into the current system.

13.4. Re-direct and introduce change management concerning jobs, software, calibrations, and certs.

13.5. On-going training throughout the first 30, 60, 90 days.

12.5.1 Hardware and Software operations and workflow

12.5.2 One (1) process specific users’ guide will be provided in MS Word and/or PDF formats for distribution to users

12.5.3 The contractor shall provide training for key operators at the time of installation. When notified, the contractor shall supply additional key operator training on an 'as needed-basis due to personnel turn over or one (1) time per year for refresher.

12.5.4 The contractor shall furnish an operator's manual with each mail solution supplied and will make such manuals available in electronic media or web-based access.

14. CONTRACTOR QUALIFICATIONS & OTHER RESPONSIBLITES:

The contractor and contractor’s employees performing on this contract shall have, but not limited to the following qualification, experience, licenses, and certifications:

Contractor shall obtain all necessary licenses required to perform this work. Contractor shall take all precautions necessary to protect persons and property from injury or damage during the performance of this contract. Contractor shall be responsible for any injury to himself/herself, his/her employees, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by him/her or his/her employees’ fault or negligence. Contractor shall maintain personal liability and property damage insurance prescribed by the laws of the Federal

Government.

All contractor personnel who are production personnel shall possess the skills, knowledge and ability to perform the services required by this contract and must be OEM Factory trained and employed by the awarded contractor or subcontractor and shall be able to understand speak, read and write the

English language fluently. All personnel employed by the contractor in the performance of this contract, or any representative of the contractor entering VASDHS installations, shall abide by all the regulations of the installation which may be in effect during the contract period. VASDHS has the right to restrict access to VASDHS installations under the contract of any contractor employee, or prospective contractor employee, who is identified as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population. Contractor's employees shall remain fully clothed at all times while on the installation. This includes shirts with sleeves, shoes and long pants. Tank tops, tee shirts, worn outerwear are prohibited. The contractor shall perform work requirements in a manner to protect building occupants from any harm or injury.

Work shall be scheduled to afford this protection.

The contractor guarantees that all delivered production equipment, mailing equipment, onsite installation, onsite maintenance, Professional IT services, and associated services covered by this contract shall be free from defects in workmanship and material under normal use and maintenance conditions, for a minimum of 5 years. In the event any installed equipment is found in the judgment of the Contracting Officer to be defective, failing to maintain the volume and quality identified for that piece of equipment, the equipment shall be repaired or replaced at no additional cost to the

Government with equipment of equal capability. This guarantee does not extend to any items that have been subject to Government misuse, neglect or accident, nor does it extend to any items that have been repaired, altered or replaced by other than an authorized dealer identified by the contractor.

The Government reserves the right to accept or reject Contractor’s employee for the rendering of services. Complaints concerning Contract Personnel’s performance or conduct will be dealt with by the Contractor and COR with the final decision being made by the Contracting Officer.

15. SAFETY REQUIREMENTS:

15.1. All personnel employed by the Contractor in the performance of this contract, or any representative of the Contractor entering on VASDHS shall comply with applicable Federal, State, and VA safety and fire regulations and codes, which are in effect during the performance period of the contract.

15.2. Contractor shall perform work in strict accordance with existing relevant, accredited standards and codes to prevent the possibility of injury to personnel, or damage to Government equipment. Every effort shall be made to safeguard human life and property.

15.3. Contractor shall comply with all applicable Federal, State, and local requirements regarding workers’ health and safety.

15.4. Contractor shall provide all necessary tools, and protective equipment to perform the work safely, effectively, and timely.

16. INSTALLATION:

This equipment requires to be installed by contractor or vendor.

17. PLACE OF PERFORMANCES:

VA San Diego Healthcare System

3350 La Jolla Village Dr.

San Diego, CA 92161

18. CONTRACT TYPE:

This will be a Firm Fixed Price with a Base and Four (1) One Year-Options contract.

19. PERIOD OF PERFORMANCE:

Year Period of Performance

Base Year April 1, 2020-March 30, 2021

Option Year 1 April 1, 2021- March 30, 2022

Option Year 2 April 1, 2022- March 30, 2023

Option Year 3 April 1, 2023- March 30, 2024

Option Year 4 April 1, 2024- March 30, 2025

20. DELIVERY:

Delivery shall be in accordance with individual installation delivery orders and terms and conditions listed in the Statement of Work.

All devices and equipment will be delivered and installed before April 1, 2020. It is required that all equipment is fully functional on this date.

21. ORDERING:

Ordering can be centralized or decentralized. The authorized installation/ordering office will ensure that compliance is met for all task orders. Delivery or Task Orders shall only be placed by a warranted contract officer. Specific ordering instructions shall be included in the resulting contract, to include points of contact, and authorized personnel. Authorized installations/sub-installations are defined as any Department of Veteran Affairs office that has authority to obligate agency dollars.

22. CHANGES:

The awarded Contractor is advised that only the Contracting Officer, acting within the scope of the contract has the authority to make changes which affect the contract in terms of quality, quantity, price or delivery.

In the event the Contractor effects any such change at the direction of any person other than the

Contracting Officer, the change shall be considered to have been made without authority and no adjustment shall be made in the contract price to cover any increase in costs incurred as a result thereof.

23. VA POLICY:

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

(Federal) District Court.

24. PARKING POLICY:

It is the responsibility of Contractor personnel to park only in designated parking areas. Parking information is available from the VA Police. The VA shall not validate or make reimbursement for parking violations of the Contractor’s personnel under any circumstances.

25. IDENTIFICATION BADGES:

All Contractor personnel are required to wear identification (I.D.) badges during the entire time they are on the VA Healthcare System grounds. I.D. badges must have an identification picture and shall state the name of the individual and the company represented.

26. SMOKING POLICY AND ENVIRONMENTAL REQUIREMENTS:

Smoking is not permitted within or around the VA Healthcare facilities. The contractor shall comply with all local, State, and Federal environmental and occupational safety laws, rules, and regulations. The contractor shall be liable for all fines, penalties, and costs which result from violations of, or failure to comply with, all such local State, or Federal laws, rules, and regulations. All unsafe acts or conditions fostered by the contractor personnel may be grounds for VASDHS to halt all contractor performance with a commensurate deduction of monies due the contractor until such unsafe conditions are corrected. The contractor shall take due caution not to endanger personnel during performance of this contract. Upon discovery of a serious hazard such as, but not limited to, fire, or large fuel spill, the contractor shall notify the VASDHS Fire

Department at "911".

27. NORMAL WORKING HOURS:

Contractor will shall be performing services between the hours of 7:30 AM through 4:00 PM Monday through Friday, with exceptions to National Holidays.

28. OVERTIME AND NATIONAL HOLIDAYS:

Any overtime or holiday pay that may be entitled to the Contractor’s employees shall be the sole responsibility of the Contractor and shall not be billed to nor reimbursed by the Government.

The Contractor is not required to provide service on the following U.S. Government holidays nor shall the Contractor be paid for these days:

New Year’s Day January 1

Martin Luther King ‘s Birthday Third Monday in January

President’s Day Third Monday in February

Memorial Day Last Monday in May

Independence Day July 4

Labor Day First Monday in September

Columbus Day Second Monday in October

Veterans Day November 11

Thanksgiving Day Fourth Thursday in November

Christmas Day December 25