Draft Statement of Work.docx

Statement of Work A. Scope/Introduction

a. VA Midwest Healthcare Network (VISN 23) is seeking a five (5) year Indefinite Delivery Indefinite Quantity (IDIQ) contract for Surgical Lights, Booms and Video Integration equipment, accessories, upgrades, services and support. The Contractor shall include all licensing, software, hardware, mounting solutions, labor, materials, tools, parts, associated components, walkthrough site assessments, design services, training, technical support, maintenance, repair and project management services (including travel and expenses) required to implement and maintain the system, equipment, software and technology at the following VISN 23 facilities: Black Hills, Central Iowa, Fargo, Iowa City, Minneapolis, Omaha, St. Cloud and Sioux Falls.

b. Surgical lights illuminate the surgical site for optimal visualization of small, low-contrast objects at varying depths in incisions and body cavities. Because hands, heads, and instruments can intrude over the surgical field, these lights are designed to reduce shadows and minimize color distortion. They are also intended to operate for extended periods of time without radiating excessive heat, which could cause discomfort or dry tissues at the surgical site.

c. Facility booms and service columns are used in operating rooms (ORs), including hybrid ORs, emergency departments (EDs), intensive care units (ICUs) and specialty procedure rooms (including but not limited to X-Ray IR rooms, GI and Rehab procedure, Cath Labs), where they are also used to organize utility services and devices (e.g., surgical video equipment, electrosurgical units). Facility booms allow the clinical staff more freedom of movement around the patient and reduce clutter by removing potential tripping hazards, such as electrical cables and cords. They also allow for centralized smoke evacuation, which eliminates the need for a conventional floor unit.

d. Integration systems are designed to route images and control medical devices. These systems consist of a combination of hardware and software that includes the following:

i. A networked computerized control system through which information and images can be directed;

ii. A user interface (e.g., touchscreens, voice control) to perform functions (e.g., issuing commands, routing data and video);

iii. Surgical and ancillary devices (e.g., electrosurgical units, lights, endoscopic devices) that share a common communication protocol and that are integrated into the system;

iv. Local endoscopic and operating room (OR) video systems.

e. OR integration technology can provide both in-room and extended systems. Integration systems can be networked to a facility's hospital information system (HIS) or to its radiology information system (RIS) which are outside the operating room. These systems can also pull information from such varied sources as an admission/discharge/transfer (ADT) system and interface with a hospital's picture archiving and communication system (PACS). This technology was developed to help improve the ergonomics, safety, and efficiency of surgical procedures.

f. Orders for supplies and services will be placed on a site by site basis.

g. Fargo, St. Cloud and Central Iowa had their Surgical Lights, Booms and Video Integration upgrade completed in 2024-2025. Iowa City had their Surgical Lights, Booms and Video Integration phase I upgrade completed in 2023. Iowa City, Black Hills and Sioux Falls Surgical Lights, Booms and Video Integration upgrade are currently in progress. Sites may require follow on equipment and accessories (i.e., monitors, printers, handles, wallplates, mounting plates, hooks, footswitches), updates, upgrades and support.

h. The Contractor shall provide a comprehensive “project solution”, herein referred to as a solution, based on this Statement of Work (SOW), floor plans, and item salient characteristics attached. A project solution is a comprehensive answer to a problem, including the technology, people, processes, and information, designed to solve a specific problem or meet a need, going beyond just the product to cover how it integrates into operations for optimal results.

B. Place of Performance

a. The VISN 23 facilities and addresses are outlined in the table below:

C. Facility Point of Contacts (POC)

a. The Contractor shall work with facility identified POC(s) as necessary in order to complete the requirements for each order, including but not limited to the following:

i. Infection Control POC to assist with Infection Control Risk Assessment (ICRA) requirements.

ii. Safety POC to assist with Pre-Construction Risk Assessment (PCRA) requirements.

iii. Engineering, including Projects Section, Electrician and HVAC POC.

iv. Clinical Application Coordinators (CACs) to assist with coordination, planning and implementation of application installations, interfacing, testing and maintenance (i.e., VISTA workflow worklist and endoscopic images from surgical cases).

v. Clinical staff to receive Clinical training.

vi. Technical staff to receive Technical training.

vii. Designated staff to receive Superuser training (if applicable).

viii. Logistics staff.

b. The Contractor shall provide the COR and facility POC(s) a list of Contractor POC(s) with after-hours cell phone numbers and emails for VA to use during urgent/emergent situations that need quick resolution during de-installation/installation, implementation and Go Live.

c. The COR and facility Point of Contacts (POCs) shall confirm and provide an updated list of facility POC(s) to the Contractor after contract and task order award.

D. Solution Overview

a. Orders for each site will be broken up into the following phases:

i. Solution Design

ii. Procurement of Supplies (Supplies and Services/ Delivery, Shipping and Materials Requirements)

iii. Site Preparation and De-Installation of Current Equipment

iv. Installation of New Equipment

v. Testing, Activation, Certification and Acceptance of Solution Equipment/Software

vi. Training Facility Staff

vii. Activation of Solution Equipment/Software

viii. Maintenance/Warranty for Equipment/Software

E. Solution Requirements

a. General Solution Requirements

i. The Contractor project manager shall hold weekly or as needed periodic project meetings (via MS Teams) with the COR and facility POC(s) to report progress, challenges and lessons learned for all facilities.

ii. The Contractor shall provide a meeting agenda prior to all meetings and send meeting minutes including attendance after each meeting to the stakeholders. If possible, the Contractor shall record all meetings and share the recording with all the VA stakeholders in the meeting minutes. The recording shall be available to VA upon request and shall not expire.

iii. When the Contractor is onsite at the facility, the Contractor shall provide via email to the COR and facility POC(s) a daily installation/implementation project status report with pictures attached that includes but is not limited to:

1. Daily tasks completed with percent of work complete and notes.

2. Tasks planned for the next day with notes.

3. Any open items, risks, roadblocks and challenges with status and proposed solutions.

b. Solution Design

i. The Contractor shall work with the COR and facility POC(s) to perform a pre-implementation, pre-installation site visit to validate equipment placement and to answer questions.

ii. Within 2 weeks of order award date, the Contractor shall provide a draft project management plan with milestones, deliverables, and draft schedule/timeline, including the activities required in support of the installation/upgrade and clearly delineating the party responsible for accomplishing each activity (i.e., including CACs and other resources tasks, roles and responsibilities).

iii. Within 3 weeks of order award date, the Contractor shall hold a kickoff meeting with the designated COR and facility technical, clinical and logistics POC(s) to review the project management plan, communications plan, site order and implementation schedule.

iv. The Contractor shall provide a solution compatible with existing infrastructure at sites (i.e., ceiling supports and medical gasses), as depicted in the attached floor plans.

v. The Contractor shall precisely analyze the space and infrastructure requirements. The Contractor shall include in the official bid any infrastructure and utility changes needed to support the Contractor equipment. The Contractor shall delineate and coordinate any pre-work, space modifications, utility and infrastructure changes required to support the solution at each facility, including but not limited to additional network jacks and power requirements.

vi. The Contractor shall have the ability to provide highly customizable options to meet the facility needs.

vii. The Contractor shall provide a solution based on current technology and provide options for enhancements.

viii. The Contractor shall provide signed and stamped drawings and calculations for each facility to review prior to implementation.

ix. The Contractor is responsible for identifying any product modifications (if applicable) to implement the solution but must be pre-identified as line items on the schedule. Any product modification shall be approved by the facility POC(s) and shall be certified and warranted by the Contractor.

x. The Contractor shall provide a solution that is compatible with Federal EHR and VISTA. The Contractor shall provide implementation, testing and support of all interface requirements between the system and VistA.

xi. The Contractor shall have the ability to provide various boom configurations to meet the facility needs.

xii. The Contractor shall work closely with OR and Biomed staff to determine the optimal boom configuration. The configuration should address the needs of the surgical team and types of procedures to be performed as well as improve operational efficiency. The Contractor shall involve clinical users and Biomed staff in the installation process to ensure proper placement of booms and equipment and to facilitate the transition from the current OR design.

xiii. The Contractor shall confirm with facility POC(s) the room ceiling height during the planning and design phase before implementation.

xiv. The Contractor shall perform an above ceiling inspection for each room prior to implementation in the planning phase during the site walkthrough.

xv. The Contractor shall ensure the booms are at the proper height for staff to prevent equipment obstructing vision. The Contractor shall provide a solution so the displays are high enough so staff do not hit heads, but shorter staff can still reach the display to pull them down for use. The Contractor shall provide the ability for staff to manually move the display angulation with one hand (instead of both hands) if needed to allow for precise positioning.

xvi. The Contractor shall verify the size and weight capacity of the shelves, boom arms and ceiling structure are sufficient to support anticipated equipment requirements. The load-carrying capacity of the ceiling structure and boom should be determined and noted. The fixtures must be able to support the loads for which they are intended. The Contractor shall verify with facility POC(s) the equipment going onto the shelving prior to/during design. The Contractor shall ensure that the equipment is configured properly and that the boom is not overloaded.

xvii. The Contractor shall verify the boom reach and range of motion are sized appropriately to the room and are able to perform the functions they’re tasked, prior to determining the appropriate length of the arms, to avoid modifications. For example, a boom that has too much reach may take up too much room and a boom that doesn't have enough reach will introduce a new set of problems and probably won't be used effectively. The Contractor shall verify movement of boom arms with regard to other ceiling-mounted or wall-mounted devices, such as surgical lights, and other booms to ensure they do not interfere with each other when moved. The design of any boom should not interfere with access to the patient during an emergency. The Contractor design shall include easy access to services, devices, internal wiring, and piping that require routine repair and replacement. The design should include extra space for additional cables and tubes to be drawn as needed for future needs.

xviii. The Contractor shall coordinate with facility POC(s) to evaluate if the current location of the boom above ceiling support structure is positioned in the correct location so that the boom support arms have the required length to allow for the desired positioning of the boom.

xix. The Contractor shall verify with facility POC(s) the OR suite bed position, to determine the correct booms arm lengths.

xx. The Contractor shall provide cable management coordination and floor space utilization solution, to allow clinical staff more freedom of movement around the patient and reduce clutter by removing potential tripping hazards, such as electrical cables and cords. The Contractor shall coordinate with other Contractors and/or Contractors and/or VA when necessary to accomplish this task.

xxi. The Contractor shall coordinate with facility POC(s) the best location of AC outlets on the booms (i.e. back panel), so VA staff may plug in other devices to the boom with ease. The Contractor shall coordinate with facility POC(s) the appropriate AC line cord length for appropriate space utilization and efficiency.

xxii. The Contractor shall coordinate with facility POC(s) to determine appropriate mounting of the conversion plates for booms to maximize space and efficiency if applicable.

xxiii. The Contractor shall evaluate with facility POC(s) if a tray added to the bottom of the boom would be beneficial (i.e., to hold the foot pedals for electrosurgical devices).

xxiv. The Contractor shall provide a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline, and tools to be used in execution of the order. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests. The initial baseline CPMP shall be concurred upon and updated with the COR and facility POC(s). The Contractor shall update and maintain the VA PM-approved CPMP throughout the POP. The CPMP shall include but is not limited to:

1. On site pre-implementation, pre-installation walkthrough at each facility.

2. A Gantt Chart (or similar chart) with defined roles and responsibilities (including Contractor provided and VA resources) outlining the detailed project timeline and critical milestones for implementation and Go Live.

3. De-Installation and Installation plan and checklist (including mounting requirements, IT and electrical requirements, other space and utility requirements) outlining any pre-work needed for site readiness.

4. Technical support plan to configure, test, and calibrate the equipment, software, accessories, etc.

5. Training plan to include but not limited to Clinical user and super user training, Biomed technical training, before, during and after Go Live.

c. Supplies and Software

i. General Salient Characteristics

1. While creating the solution the Contractor shall reference the attached excel spreadsheet of Surgical Lights, Booms and Video Integration for solution salient characteristics.

2. The Contractor shall provide current software version for the solution.

3. The Contractor shall provide all licensing required to implement the solution.

4. The equipment offered shall use existing electrical services of VA facilities and operate with a line of power of 120 Volts AC and current draw less than 20 Amps.

5. Hardware and software shall be the most recent available on the market at the time of proposal.

6. Hardware and software that could function together shall be compatible.

ii. Lights

1. No additional salient characteristics.

iii. Booms

1. The Contractor shall include the following options for the booms:

a. Medical gas outlets and vacuum inlets.

b. Electrical power receptacles and a circuit-breaker panel.

c. Provisions for nurse call and cardiac emergency code buttons.

d. Telephone and data jacks.

e. Physiologic monitor support brackets and network connectors.

f. Various attachments and accessories, which can be tailored for the intended use or care area.

g. Waste gas scavenging capabilities for anesthesia machine integration.

2. The Contractor shall provide boom shelves with various depth options to accommodate the facility equipment used, with no overhanging of shelved equipment.

3. The Contractor shall provide booms with tightly fixed (non-loosening) connectors to ensure stability of moveable boom arms.

4. The Contractor shall provide the correct brackets to fit on the booms to attach suction canisters if applicable.

5. Any nurse call system already installed or to be installed shall not be hindered in functionality due to these booms. The Contractor shall provide booms that are inspected and correct to receive all existing facility systems before taking down the room. For example, if the existing boom is connected to nurse call, then the opening on the replacement boom shall accommodate and fit the nurse call box. The location and mounting of all external devices should minimize the potential for patient or staff injury and the possibility of physical damage to the devices and fixtures themselves.

6. The Contractor shall coordinate with facility POC(s) the shroud size placed around the boom tubes in the ceiling is appropriate (i.e. drop ceilings may require a larger shroud to prevent gaps needing to be sealed and particles falling into the surgical field).

iv. Video Integration

1. The Contractor shall provide an option for Easy Port Identification technology of portable video sources and confirmation that physiological patient monitors that are not mobile are identified at the user interface. For example, when staff plug in the Eye microscope, it should become one of the sources that can stream displays to the ORs. The Contractor shall provide an option for video sources to be labeled and mobile, so sites can wheel one source to a different OR and put it in the storage room, then plug in another anesthesia machine and it comes up as a physiological monitor.

2. The Contractor shall provide an option for PC bi-directional communication with PC’s, so integration can take control of the PC and utilize KVM keyboard/mouse to operate the PC. This is done by selecting PC instead of video source and then can full screen it. The keyboard and mouse become functional for the PC. Radiographic PAC’s should be part of it to have the ability to view the MiPACS and Dental PACS within the OR’s.

3. The Contractor shall provide an option for the Foot Switch to freeze captured and sent images. The site should be able to process images in the endoscope and be available to be streamed to any one of the displays. The buttons have functions. The provider will freeze an image and the enhanced processor will release the image to digital OR.

4. The Contractor shall provide a video integration system that is compatible with all video sources (i.e, endoscopic cameras, room status cameras, surgical boom mounted cameras, portable cameras, patient vital signs monitors, PACS, data management systems, external PCs).

5. The Contractor shall provide a video integration system that has control capabilities from multiple workstations.

v. Workstations

1. Workstations in support of these systems must be from a major brand manufacturer (Dell, HP, etc.) and must include the following:

a. Current Trusted Platform Module (TPM) chip.

b. Solid state drive for the Operating System. Applications and Data may be stored on additional standard or solid-state drives as needed; solid state drives are preferred.

c. Ability to encrypt drives for security.

d. Contractor’s recommended quantity of RAM per software application specifications.

e. The Contractor shall allow for additional data storage quantity if desired by the site.

f. Currently supported operating system, preferably Win11 or most recent release. If Win11 is not supported, then preferably Windows 10 Enterprise Long-Term Support Channel build 1809, 21H2 or most recent release. If a Long-Term Support Channel build cannot be supplied, the Contractor must supply OS upgrades at no additional charge prior to currently installed OS reaching End of Support for the full term of the warranty or contract support coverage.

g. Current generation CPU, Intel preferred. Processor shall be I5 equivalent or greater.

h. Display should be non-glare, and support at least FHD resolution (1920x1080) unless otherwise stated.

i. ALL hardware or software login credentials must be documented and supplied.

j. Contractor shall not apply OEM Group policies on the computers.

d. Delivery, Shipping and Materials Requirements

i. The Contractor shall coordinate in advance with on-site designated facility POC(s) and COR the delivery of equipment to final destination and obtain the appropriate Supply Chain Management POC to include in the communication plan. The Contractor shall provide the COR and facility POC(s) with a delivery and storage plan. All equipment must be processed through Supply Chain Management prior to going to final destination. Prior to shipping any equipment, software, or other material, the Contractor shall notify facility POC(s) and COR by email of all incoming deliveries including line-by-line details for review of requirements and to ensure sites have adequate storage space. Parts shall not be delivered more than one week prior to installation. Parts shall be stored no longer than one week in the warehouse. The Contractor shall make any changes to the delivery schedule at the request of facility POC(s) and COR. The Contractor shall provide parts delivery, shipping and tracking information to the facility POC(s) and COR in advance before equipment arrival at the facility.

ii. The Contractor is responsible for inventorying materials prior to delivery to VA sites to check for accuracy in quantity and part number. Materials provided shall be new equipment, parts, and accessories. The Contractor shall deliver materials to the job site in OEM's (Original Equipment Manufacturer) original unopened containers, clearly labeled on the external shipping labels and associated manifests or packing lists with the OEM's name, equipment model and serial identification numbers, Purchase Order (PO) number and facility Technical POC. The Contractor shall tag the bill of materials by area/room for ease of installation.

iii. In the case of multiple container deliveries, a statement readable near the VA PO number shall indicate total number of containers for the complete shipment (i.e., “Package 1 of 2”), clearly readable on manifests and external shipping labels. Facility POC (s) may reject items that do not conform to these requirements.

e. Installation and De-Installation of Current Equipment

1. General Requirements

a. The Contractor shall supply all tools required to de-install and install equipment, including transportation in and outside of the VA facility. The Contractor shall coordinate with COR and facility POC(s) prior to any de-installation and installation. The Contractor shall provide a project manager (not sales reps) onsite available during equipment de-installation and installation. All on-site de-installation and installation services shall be Contractor-provided by technical staff fully trained to service, de-install and install equipment products, parts, and accessories. Contractor shall coordinate de-installation and installation at a day/time that works for the POC(s) at each facility. The Contractor shall provide de-installation/installation plan, checklist and guides and work with onsite staff to limit interference with all clinical/hospital activities. The functioning of the VA facility will take precedent over the needs of the Contractor, and no cost increases are allowable due to delays due to patient care.

2. Site Preparation

a. The Contractor shall communicate and coordinate in advance to the COR and facility POC(s) any third-party equipment, software, services that are needed to implement the solution at each facility, but are not provided by the Contractor, so VA can plan and coordinate to procure any items needed separately.

b. The Contractor shall comply with facility ICRA/PCRA process to determine pre-construction risk assessment and level of risk to patients and define controls to reduce risk. The PCRA is considered “small scale construction”. The ICRA will require level IV control measures. Documentation to be finalized with facility staff after award of each task order before implementation. Blank ICRA/PCRA documents will be provided upon request and returned copies must be returned by VA facility deadlines.

c. The Contractor shall coordinate with the facility POC(s) how many rooms at the facility can be taken down at a time per department prior to implementation. This depends on HVAC system allowance and the needs at the facility.

d. The Contractor shall coordinate with facility HVAC technicians to ensure appropriate HVAC balancing is completed prior to beginning any work.

i. The Contractor shall provide all required ICRA controls as developed in a finalized ICRA document. These shall include, but are not limited to: dust mats, installation of infection control plastic or hard barrier around work areas (including network closets), creation of a barrier in the corridor if necessary for proper removal of waste, and HEPA negative air machines. It is strongly recommended that the Contractor review and understand the ICRA requirements prior to mobilizing to complete any work.

ii. The Contractor shall put down a 1/4" piece of Masonite on the floor or a like product to prevent damage to the floors at the facilities and room certification delays.

iii. The Contractor shall provide appropriate attire to be in the OR (i.e. Bunny Suit, shoe covers, beard covers, hats, face masks, etc.)

iv. The Contractor shall comply with current EHR and IT standards. The Contractor shall use CAT 6A cable or current specification. All penetrations need to be installed according to applicable current fire penetration and data cabling requirements.

v. The Contractor shall verify all data drops and connections prior to installation.

vi. The Contractor shall pull necessary cabling, including old cable currently supporting the existing products/systems to be replaced.

3. Disposal of Pre-Existing Equipment

a. The Contractor shall be responsible for the removal and disposal of all waste to include pre-existing booms, lights and video integration equipment at the site.

b. The Contractor shall maintain and dispose of all material waste and packaging associated with the delivery of all items and/or waste generated during the services provided. The Contractor will be responsible for moving waste materials daily from job site(s) to a Contractor-provided vehicle and waste container, and then to an off-site location. The Contractor shall provide a waste removal plan to the COR and facility POC(s).

c. The Contractor shall not remove any media storage devices (e.g. hard drives, discs, anything that could contain patient information).

d. Upon request by the facility, Contractor shall set-aside removed pre-existing booms, lights and video integration equipment for later use by the VA.

4. Installation

a. The Contractor shall terminate the network connections on the booms.

b. The Contractor shall inspect all work to verify appropriate connections and cables. The Contractor shall test all connections to verify they are operating correctly.

c. The Contractor shall pull medical gas tubing and certify and recertify all medical gases as needed to complete work within a room/systems, before commencing work on the next room/systems. The Contractor shall inspect and certify the medical gas outlets according to the National Fire Protection Association’s Standard for Health Care Facilities (NFPA 99) before use. The Contractor shall provide certifier’s qualifications (evidence that any medical gas technician has appropriate knowledge of the National Fire Protection Association (NFPA) Health Care Facilities Code (NFPA 99-2012), Section 5.1.12.3.1.3—through certification by either ASSE 6030 (Medical Gas Systems Verifier) or ASSE 6040 (Medical Gas Systems Maintenance Personnel) prior to work and shall submit all completed certifications upon completion. The Contractor shall inspect the internal medical gas fitting for leaks and ensure fittings to connect to the piped medical gases were not inadvertently cross-connected during installation. The Contractor shall clearly label connections on the exterior of the system to avoid erroneous use and potential patient injury.

d. The Contractor shall track and keep proper records of component installation for the video integration system. The Contractor’s installation records for the components must be complete and adequate, to reduce hazards which include but are not limited to loss of video signal, audio and distortion. The Contractor shall test and troubleshoot the system to ensure it works as intended (i.e., no failed displays, touchscreens freezing, or communication failures) after the installation of all equipment.

e. The Contractor shall provide, maintain, and coordinate with the COR and facility POC(s) a punch list of tasks that need to be completed before each room at the site can be considered finished.

f. The Contractor shall provide the proper sign-off POC(s) and sign off process for each room.

5. Site Protection

a. Prior to commencing work, the Contractor and facility POC(s) will document existing conditions of installation areas in a survey. Then thirty (30) days before expected partial or final inspection date, the Contractor and facility POC(s) together will make a thorough re-survey of the areas involved.

b. The Contractor is responsible for repairing, painting and patching any damage to the ceiling, walls, floors, windows and other surfaces at VA facilities, caused by the Contractor. Also, the responsible for remediating any damage to cables, equipment, and other parts, caused by the Contractor.

c. The Contractor shall furnish a report comparing pre-work and post-work/pre-inspection conditions of areas involved, including but not limited to ceiling, walls, floors, windows and other surfaces at VA facilities. The report shall include a list of any damage caused by the Contractor and Subcontractors in executing work on this contract despite protection measures and list repair/remediation work required of Contractor to restore any damage.

d. The Contractor shall confirm with facility POC(s) the freight elevator dimensions to determine if the boom crate will fit in the freight elevator prior to shipping and delivery. The Contractor shall ship boom crates designed so the equipment jack needed to lift this device can be slid underneath the unit and lifted to prevent staff injury and boom damage.

f. Activation

i. Testing and Certification/Inspection and Acceptance

1. The Contractor shall inspect, adjust, repair and test to ensure safe reliable equipment and service within all tolerances as required by manufacturer’s specifications. The Contractor shall conduct a joint inspection of equipment, software and services with the facility POC(s) upon completion of the project. In the event deficiencies are identified, the Contractor shall provide the date when the identified deficiencies will be addressed if not addressed on the date of installation. The Contractor shall conduct a follow-on joint inspection of equipment, software and services with the facility POC(s) after addressing all deficiencies. All deficiencies identified in the joint inspections shall be fixed by the Contractor prior to government acceptance of the item.

2. When the implementation service is complete at each facility, the Contractor shall present an acceptance letter stating acceptance of the supplies and services in accordance with FAR 52.212-4(b) to the facility POC(s) and COR for signature.

3. Within 3 week of implementation completion, the Contractor shall hold a Lessons Learned meeting with the COR and facility POC(s) to review project input and feedback. The contractor shall include an After-Action Report with the meeting minutes outlining the lessons learned and action items discussed, including but not limited to:

a. What can be improved and done better next time.

b. What items can be fixed.

c. Suggest solutions to identified problems.

d. If there is no solution yet, provide some options.

e. What are the successes to maintain those strengths.

g. Training

i. General Requirements

1. The Contractor providing the equipment, software, support and maintenance service will be responsible for staff/user clinical and Biomed Technician service and support technical training remotely and on-site. System training shall be conducted prior to the system going live and shall be conducted at various times to meet the needs of multiple VA work shifts. All training shall be completed within 3-6 months of Go Live at each facility. Training would include initial setup and user training, onsite training for go-live support, super user training and follow-up training. The Contractor shall coordinate with facility POC(s) and COR to provide staff education at a day/time that works for each VA facility. A System Technology and Services education professional (not sales reps) that is familiar and knowledgeable on the products installed shall administer the training. Education curriculum must include the following:

ii. Clinical training:

1. The Contractor shall provide a minimum of forty (40) hours onsite clinical training for each facility system implementation with deviation from this minimum allowable per VA approval.

2. Clinical training for super-users, nurses, physicians, and other clinical staff shall be provided onsite during go-live and after clinical users have had hands-on experience with the equipment and system following go-live.

3. Training shall be provided on the equipment, system, and its features.

4. Training shall provide super-users and end-users with the capability of being self-sufficient in operating the equipment and system by the end of the training session.

5. Provide quick notes and/or reference guides during on-site training for each site.

iii. Technical training:

1. The Contractor shall provide onsite technical training for the following minimum number of VHA technical staff at each facility:

2. Provide technical training for maintenance and service for technical personnel at each site. Training should at minimum address the following topics but not limited to:

a. Commissioning and preventive maintenance.

b. Operations, configurations and set-up.

c. User maintenance.

d. Safety.

e. User troubleshooting tips.

f. Service Passwords for using the software.

g. Server maintenance and backup procedures.

iv. Training materials provided (instructional texts, audio-visual materials) will become the property of the government and will be reproduced as needed.

h. Maintenance Support and Warranty

i. General Requirements

1. The Contractor shall provide equipment that have required spare parts available for maintenance and repairs.

2. The Contractor shall coordinate with the VA (to include Federal EHR) and other organizations, when necessary, to maintain surgical lights, booms and video integration operational uptime.

3. Equipment maintenance will be refunded for the full amount if maintenance of the equipment is removed from the order prior to receipt of any maintenance.

4. The Contractor shall provide overnight, next-day delivery of parts when needed to maintain full performance of the system. The Contractor shall provide shipping to return any defective parts from VA Facilities to the Contractor. There shall be no additional cost to the Government for shipping.

ii. Remote Technical Support

1. The Contractor shall provide remote system technical support. This requirement includes, but is not limited to:

a. System interface device support.

b. Manage implementation of additional VA provided content into the system.

c. Software maintenance, troubleshooting, and support of the system.

d. Support for ongoing modification and additions to content and system.

e. Telephone and Online Support and Technical Consultation

2. The Contractor shall provide VA with toll-free corporate office telephone numbers, mobile telephone numbers, and email addresses for the Contractor’s key staff for both normal hours and after hours (if applicable). The Contractor shall provide telephone and online remote support for updates, maintenance and technical support. The Contractor shall allow an unlimited number of requests.

3. The Contractor shall provide customer support assistance for technical problems, functional incidents, or general questions during business hours. The Contractor shall provide the following communication options: a Contractor help desk number, for incidents or general questions. For each request, the Contractor shall communicate the following via email or telephone to VA facilities or make available online, in response to each event communicated by VA to the Contractor:

a. Brief Description of the problem.

b. What version or software being affected.

c. What equipment or component is being affected.

d. If this issue affects patient safety.

e. Workaround (if any) and expected release date of patch, upgrade, or update (if any).

f. Status and estimated completion date/time.

4. The Contractor shall communicate known material, equipment, interface device or software issues to the COR monthly via monthly service reports. The Contractor shall respond to a request for unscheduled corrective maintenance for material, equipment, interface device or software issues, malfunctions, or failures, by a fully qualified representative, in accordance with response time requirements defined in this SOW.

iii. Scheduled Maintenance

1. The Contractor shall perform scheduled (preventive) maintenance in accordance with manufacturer’s recommendations of all system software and hardware and equipment installed at all VISN 23 facilities. The Contractor shall initiate corrective maintenance with the COR and facility POC(s) concurrence, whenever equipment defects are discovered as a result of the Contractor performing scheduled/preventive maintenance services. Any defects found during scheduled maintenance shall be fixed.

2. The Contractor shall provide scheduled maintenance and software updates for the system application and equipment during normal working hours or at a mutually agreed upon time by the COR, facility POC(s) and the Contractor. The Contractor shall contact the COR and facility POC(s) to schedule mutually agreeable times for the performance of any scheduled activities. The Contractor shall recommend to the COR and facility POC(s) when equipment should be made available for scheduled maintenance. Upon COR and facility POC(s) approval, the Contractor shall finalize that schedule.

iv. Unscheduled Maintenance

1. The Contractor shall provide the VISN and VA facilities with an unlimited number of unscheduled maintenance, corrective maintenance and technical support incidents during the task order performance period including one (1) year after Go Live with COR and facility POC(s) concurrence. Support includes both remote and on-site support. All support requests shall be tied to a contractor provided ticketing system for tracking purposes. The Contractor shall be liable for any incidents caused by damage or neglect on their part. The Contractor shall troubleshoot, repair and/or resolve, on request by the COR or facility POC(s), all equipment and software installed at each VISN 23 site. All equipment and software repaired by the Contractor shall be restored to manufacturer’s specifications.

2. Equipment replacement due to maintenance remediation shall be the Contractor’s responsibility. In the event that the Contractor is unable to repair or resolve an equipment problem, including all system servers and associated peripheral devices and components such as uninterruptable power supplies (UPS), drives, universal data acquisition systems (UDAS), cables, the Contractor shall promptly replace all system software and hardware and equipment installed at each VISN 23 site at no additional cost.

v. Response Time

1. The Contractor shall provide the maintenance and technical support within a specified time published in the response time requirements below. If the Contractor cannot resolve the problem over the phone or remotely, then an authorized representative from the Contractor shall commence work within the designated time identified, and rectify the problem without undue delay and at no additional cost to the government. The Contractor shall be responsible to coordinate the method of response with the COR and facility POC(s).

2. Urgent priority is defined as any issue that affects patient safety and/or regulatory compliance, which affect life and/or property. Urgent priority applies when malfunction or failure can result in patient injury or death or significant damage to equipment. This includes any issue that adversely impacts patient care. Examples include partial or complete system outages, interruptions making a critical functionality inaccessible, interruptions causing a severe impact on application availability, or data corruption resulting in missing or incorrect patient information, duplicate records, loss of data, etc. Urgent priority requires a response from the Contractor (call back or remote log in) within one hour, and restoration to full performance within 8 hours.

3. High priority is defined as having a potential to affect patient care such as degradation in performance or functionality, work flow interruptions or delays, etc. High priority warrants special attention and takes precedence over normal and low priorities. Examples include interruption to critical functionality, access denied to data and systems, sustained degraded or unusable capabilities, not life threatening but having a potential for impact on services availability if not resolved. High priority also requires immediate action by the Contractor in order to minimize risk of becoming an urgent priority event.

4. Normal priority is defined as a defect or fault event but the system is operable with no impact to patient care. Normal priority requires same day initial action but resolution may take more time. Examples include impairment of non-critical functions or procedures, capabilities that have become unusable or hard to use but with no direct impact on patient care services or system availability. Normal priorities will typically have a workaround available. Normal priorities take precedence over low priorities.

5. Low priority is defined as preventive maintenance or issues that do not require immediate action or attention.

a. Below is a list response times by priority types as defined by VA. The Contractor shall meet the response time requirements associated with each priority:

6. If Full Performance cannot be restored within the above timelines, the Contractor shall notify the Government as soon as restoration time is known, but not later than expiration of 50% of the turn around time (e.g., for an urgent request, the Government must be notified within 4 hours of occurrence if the system can’t be restored to operational condition within 8 hours. The notification shall include a projected repair completion time and the reason for the delay.

vi. Service Reports and Electronic Service Log

1. The Contractor shall provide a Service Report to the VA facility POC emails designated below within 72 hours of completion of a remote or onsite service call.

2. The Contractor shall provide and maintain an Electronic Service Log with consolidated service report data for tracking of all services performed under this contract for all system and product installations. This Electronic Service Log shall be VA-accessible. The content of the log shall include all service calls, repairs, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract.

3. The Service Report and each service item on the Electronic Service Log shall document the services rendered and, when applicable, shall include a unique reference number, equipment or software description, model, equipment entry (barcode) number, serial number, date and time of failure reported, date, time and location of service, description of services, the latest version of software patch or upgrade, detailed descriptions of the issue or scheduled and unscheduled maintenance procedures performed, root cause, corrective action taken including replaced parts, follow up action required, estimated completion time, date complete, results of services, VA submitter, name of individual who performed the services, and travel, labor and parts information.

4. This log can be web-based for easy access by the Government and the Contractor. The Contractor shall provide a sample of the above log for approval by the COR and facility POC(s) before implementing the Electronic Service Log.

vii. Warranty

1. The Contractor shall provide a minimum one (1) year warranty for equipment, parts, labor, software and services from date of commissioning and acceptance by the COR and facility POC(s). Any new equipment, once installed by the Contractor and accepted by the COR and facility POC(s), will be immediately included under the equipment maintenance coverage and service response times defined in this agreement and would fall under this warranty for the first twelve (12) months after Go Live. The manufacturer’s factory-trained field service personnel shall perform installation and maintenance during the warranty period. This warranty shall include, at no additional charge, any and all equipment service programs, such as remote diagnostics and equipment replacement, during the warranty period. The warranty period shall not begin until after VA authorized personnel have accepted the products delivery, installation, and functionality. Software updates shall be provided for the life of the product at no additional charge.

F. Personnel

a. Project Manger

i. The Contractor shall provide order Project Managers (PM) that will be onsite and available during site installation. The Order PM shall be a System Technology and Services professional. The Order PM shall be familiar and knowledgeable with the functioning of the equipment, how the equipment is used and the installation of the equipment.

ii. The contractor shall provide a contract project manager that will oversee the order project managers and coordinate their work to ensure consistency throughout of contractor performance throughout VISN. The Contract PM shall be a System Technology and Services professional. The Contract PM shall be familiar and knowledgeable with the functioning of the equipment, how the equipment is used and the installation of the equipment.

iii. Any changes in project mangers must be brought to the attention of the contract and order POC’s/COR’s at least 1 month prior, if possible.

b. Installers

i. The Contractor shall supply master electricians based on VA approved electrician list and coordinate with the facility electrician to deenergize and turn off power circuits and perform any other electrical requirements. The Contractor shall comply with The National Fire Protection Association (NFPA) 99, Health Care Facilities Code, standards and regulations.

c. Contractor personnel performing services must be experienced, trained and certified, as appropriate, to perform the services in which they are involved on this contract and its respective orders.

G. Security

a. Contractor Personnel Requirements

i. The Contractor shall coordinate Check In/Out with the facility POC(s). For any services performed on-site the Contractor shall, upon arrival at the facility, report to the facility POC to check in before proceeding to the any department and before performing any services. Prior to leaving the medical center, the Contractor shall check out with the facility POC. This check in and check out is mandatory as well as wearing the Contractor badge issued upon checking in.

ii. Contractor personnel shall be escorted by VA personnel while on VA property.

iii. The Contractor personnel shall follow all VA policies, standard operating procedures, applicable laws and regulations while on VA property. Violations of VA regulations and policies may result in citation and disciplinary measures for persons violating the law.

1. The Contractor personnel shall comply with VA Privacy Training requirements.

2. The Contractor personnel shall wear visible identification at all times while they are on the premises.