IHS1528016 - TAB 3 - Statement of Work Updated.pdf

Statement of Work

Implementation of Q-Flow Customer Journey Management System

Crownpoint Service Unit, Indian Health Service

1. Purpose

This Statement of Work (SOW) outlines the implementation of a patient flow and queue management system across the Crownpoint Healthcare Facility Pharmacy Department and associated service areas. The implementation aims to improve operational efficiency, patient access, service coordination, and patient experience through virtual queuing, appointment management, and real-time communication technologies.

The contractor shall furnish all labor, software, hardware, licenses, project management, technical documentation, installation services, configuration services, testing, training, and warranty support necessary to deliver a fully operational patient flow management solution.

The contractor shall demonstrate that the proposed patient flow and queue management system has been successfully implemented within other Indian Health Service (IHS) facilities. The contractor shall provide evidence of prior implementation, operational performance, and customer references.

The proposed solution shall provide reliable real-time queue management, digital signage, patient notifications, reporting, audit logging, role-based access control, and secure administration. The solution shall operate as a standalone application within the

Crownpoint Healthcare Facility network and shall not require interfaces with the Electronic

Health Record (EHR), pharmacy information systems, or other clinical applications unless authorized by the Government through a future contract modification.

Additionally, the system shall comply with applicable federal cybersecurity requirements and be capable of operating within an environment requiring an Authorization to Operate

(ATO).

2. System Configuration and Connectivity

The contractor shall configure the system to support virtual queuing, appointment management, patient notifications, reporting, administrative dashboards, audit logging, and role-based user access. The contractor shall configure all kiosks, digital signage, queue definitions, notification templates, service categories, and administrative settings.

The contractor shall coordinate with IHS Information Technology personnel to ensure compliance with applicable network security requirements, including firewall policies, VLAN configuration, user authentication, and encrypted communications. Any required network ports or IP addresses shall be documented prior to implementation. The solution shall not require connectivity to external clinical systems to perform its intended functions.

3. Services Provided

The contractor shall provide project management, system design, workflow configuration, equipment delivery, installation, software configuration, functional testing, user acceptance testing (UAT), staff training, technical documentation, warranty support, and post-implementation technical assistance. The contractor shall validate that all hardware and software components are functioning according to manufacturer specifications prior to

Government acceptance.

4 Standalone System Deployment

The contractor shall deploy the patient flow and queue management system as a standalone application operating within the Crownpoint Healthcare Facility network. The system shall support patient check-in, virtual queuing, appointment scheduling, queue monitoring, digital signage, patient notifications, reporting, and administrative functions without requiring interfaces to Electronic Health Record (EHR), pharmacy management systems, or other clinical applications.

The contractor shall perform installation verification, operational testing, failover testing where applicable, and user acceptance testing before production deployment. All identified deficiencies shall be corrected by the contractor prior to Government acceptance. The deployed solution shall maintain data integrity, system security, and a minimum operational availability of 99.5% during normal business hours, excluding approved maintenance windows.

5. Vendor Selection:

The Government requires a patient flow and customer journey management solution that has been successfully implemented in healthcare environments comparable to Indian

Health Service facilities. The proposed solution shall have a demonstrated history of supporting pharmacy operations, including patient check-in, virtual queuing, queue management, patient notifications, and reporting capabilities.

Offerors shall provide evidence of successful deployments in healthcare organizations of similar size and complexity, including references that demonstrate successful implementation, operational performance, and user adoption. Preference may be given to solutions with demonstrated experience within Indian Health Service due to the reduced implementation risk and familiarity with federal operational requirements.

6. Contact Information

Facility Representative:

Raul Flores, Acting Supervisor Email: Raul.Flores@ihs.gov Phone: 505-786-6344

Contracting Officer’s Representative (COR):

Antoine Bondima Antoine.Bondima@ihs.gov Phone: 505-786-2599

IT Point of Contact:

Myron Johnson – IT Support Email: Myron.Johnson2@ihs.gov Phone: 505-786-2550

7. Implementation Milestones

Milestone Estimated Timeline Responsible Party Project Kickoff Meeting Week 1 Vendor / Pharmacy / IT Delivery and Installation of Hardware

Weeks 2–3 Vendor

System Configuration and Customization

Weeks 3–5 Vendor / Pharmacy

System Testing and Validation

Week 6 Vendor / Pharmacy / IT

Staff Training and Orientation

Week 7 Vendor / Pharmacy

Go-Live and Monitoring Weeks 8–9 Vendor / Pharmacy / IT Final Review and Handoff Week 10 Vendor / Pharmacy

Leadership mailto:Antoine.Bondima@ihs.gov mailto:Myron.Johnson2@ihs.gov