Atch 1 - Statement of Work (SOW).pdf

E-Control Systems FusionLive Software Support and Maintenance

Statement of Work

Project Title: Phoenix Area Office – E-Control Systems FusionLive Software Support and Maintenance Services

1. Introduction and Background

The Indian Health Service (IHS), Phoenix Area Office (PAO) Department of Acquisition (DAM), is procuring for a Contractor to provide technical services to support and maintain the E-Control Systems FusionLive system. The Indian Health Service PAO intends to procure FusionLive software support and maintenance services through a E-Control Systems authorized service team that includes all software upgrades, updates, and labor by experienced, factory trained, and certified personnel.

2. Service Description

The Contractor shall provide E-Control Systems certified personnel to perform remote support and software update/upgrade services in order to maintain E-Control Systems IntelliSense system to optimal operation. The Contractor shall provide all test equipment, tools, labor, supervision, parts, travel, and any other items deemed necessary to fulfill the requirements of this statement of work. Specific tasks and requirements include the following:

2.1 – E-Control Systems FusionLive Software Maintenance Services

i) The Contractor shall provide maintenance, software upgrades/updates, installation/configuration, and technical support services for the E-Control Systems FusionLive software in the Phoenix Area. To ensure that the FusionLive IntelliSense equipment provide reliable and consistent results with minimum downtime, it is necessary to obtain periodic services by E-Control Systems certified/trained technicians with specific technical expertise, and manufacturer-certified replacement parts. All services provided shall have a minimum of 1-year warranty on parts and labor. The contractor shall maintain software to operating specification, which meets or exceeds manufacturer’s specifications.

(a) Planned Maintenance/Functional Checkout Procedures

(b) Remote technical support/diagnostics service

(c) Installation/Configuration Support

(d) Software Upgrades

(e) Software and Quality Updates

(f) Phone Clinical Application Support

ii) The Contractor shall furnish all necessary personnel and software necessary to provide the required technical support and expertise for maintenance, inspection, upgrade/updates, and support of Government-owned E-Control Systems Fusion Live system located at the Phoenix Area Office (PAO) Service Units. The Contractor shall provide an all-inclusive rate to include, but not limited to labor, lodging, equipment, replacement parts as recommended by the Original Equipment Manufacturer (OEM).

iii) The Contractor shall obtain approval from the Contracting Officer Representative (COR) prior to any service or repair to the equipment should the system require additional parts or services not covered under this maintenance agreement. No additional work shall be performed unless authorized by the COR. The Contractor is cautioned that work performed without approval of the Contracting Officer Representative may jeopardize payment.

(a) Services shall be in accordance with all Federal, State, and Government regulations. FusionLive software maintenance services per the Original Equipment Manufacturer requirements/recommendations and Association for the Advancement of Medical Instrumentation (AAMI) guidelines

(b) The Contractor shall be responsible for providing receipt of services describing the work performed in accordance with JCAHO (The Joint Commission for Accreditation of Healthcare Organizations) and AAAHC (the Accreditation Association for Ambulatory Health Care).

2.2 – Remote Support Services

i) Remote support services shall be used in order to provide secure, timely, and traceable troubleshooting and problem resolution. Technical support staff must comply with all current and future IHS applicable security and privacy requirements, including the IHS Standard Software Policy, IHS Security Policy, and all obligations and activities outlined within the IHS Business Associate Agreement including safeguarding of Protected Health Information (PHI) and compliance with Health Insurance Portability and Accountability Act (HIPAA). The Contractor shall provide the remote troubleshooting and diagnostics tests necessary to support operation of the MUSE system. A E-Control Systems certified technical support specialist shall provide assistance during software version upgrades, clinical enhancements, and security features updates.

2.3 – Calibration Services

i) The Contractor shall provide annual calibration services that when performed on the medical equipment shall meet or exceed original equipment manufacturers (OEM) requirements. The Contractor shall provide calibration/preventative maintenance procedures in accordance with Original Equipment Manufacturer requirements and recommendation, including device restoration activities and performance verification activities. The contractor shall perform preventative maintenance procedures to ensure the E-Control Systems equipment remains in proper operational and functional order. All checkout/maintenance procedures and visual inspections shall be performed by certified E-Control Systems service personnel upon receipt of new equipment (incoming inspections), a minimum one time per year thereafter on all new and existing equipment, (annual calibration services), and each time the equipment is serviced (corrective maintenance). The contractor shall inform the IHS point of contacts of all damage/required repairs discovered during inspections and prior to performing any corrective action. Upon completion of the routine maintenance, the respective unit shall be tagged and returned to service if all aspects of the unit are found to be satisfactory. If at any time a defect is found which is dangerous to the patient, operator, or equipment, the device shall be tagged and removed from service until repaired. Maintenance tasks include both qualitative (visual inspection of the main unit/components of a device) and quantitative (measurements of the parameters of the device to determine device is operating within manufacturer’s specifications).

2.4 – Repair Services

i) - The Contractor shall perform corrective maintenance and repair service procedures that when performed on each device shall meet or exceed original equipment manufacturers (OEM) requirements. Detailed descriptions and results of Contractor provided corrective maintenance and repair procedures and activities shall be documented within the IHS CMMS. The Contractor shall obtain approval from the Contracting Officer Representative (COR) prior to any service or repair to the equipment should the device require additional parts excluded from the OEM preventative maintenance replacement list, repair parts, or service not covered under this maintenance agreement. No additional work shall be performed unless authorized by the COR. The Contractor is cautioned that work performed without approval of the Contracting Officer Representative may jeopardize payment. The Contractor shall provide multiple levels of repair service including but not limited to the following: same-day repair, next-day repair, weekend service, medical equipment repair depot service, and on-site repair.

2.3 – Documentation of services performed The Contractor shall provide a detailed service report detailing services performed and include pertinent information such as software version, services performed, and service date.

3. General Requirements

The services/work that the Contractor shall provide specifically includes those described in Section 2 or specified herein.

However, the performance as described and specified shall not be deemed to constitute a detailed specification having the effect of excluding other needed work not specifically mentioned that will be necessary for the successful completion of this project as generally described. The Contractor is required to furnish all service necessary to successfully fulfill the overall objectives set forth in the contract.

Complete FusionLive support and maintenance services shall be provided by the Contractor for all E-Control Sytems software listed within this statement of work to ensure full operation of the E-Control Systems IntelliSense system.

The contractor shall provide all services during normal operating hours Monday through Friday from 8:00 a.m. to 4:30 p.m. excluding the weekend and federal holidays. Service schedule shall be agreed to by the contractor and the designated COR. There is no need for emergency repair services before 8:00 a.m. or after 4:30 p.m. weekdays and weekends.

4. Contractor Personnel Requirements

The Contractor shall provide E-Control Systems-certified personnel with experience in maintenance, installation and support of the FusionLive software listed herein. Personnel must be qualified to perform the required services for all E- Control Systems FusionLive software maintenance, upgrade, and update tasks. In the event the service representative is unable to rectify the situation, the Contractor shall provide a senior service engineer, or like, to resolve any problems. All workmanship performed by the Contractor shall be of acceptable industry standard quality and shall be immediately rectified at no additional cost to the Government upon notification of non-acceptability by the Government. Valid documentation of E-Control Systems certification and current manufacturer’s authorization to perform technical support and maintenance of the FusionLive software shall be submitted at the time of solicitation.

5. Contractor Requirements

The Contractor shall provide all needed supplies, parts, materials, equipment, and tools that are necessary for the performance of the contract requirements. The Contractor shall be held responsible for the cost of any repairs caused by negligence and abuse on his/her part. The Contractor shall be responsible for the cost for safeguarding all Government property that will be serviced under this contract.

6. Reporting Requirement and Deliverables

1. Service Reports – Delivery Tickets: The Contractor shall instruct its service representatives to obtain a signature from the COR or designee official responsible for the equipment/software on a service report upon completion of each service call. A copy of the signed service report shall be left with the COR or designee official responsible for the Dentsply Sirona imaging equipment. The Contractor shall also forward copies of the Service Reports to the COR by the 7th day after service is performed. However, Emergency Maintenance Service Reports shall be forwarded to the COR within 10 working days after completion of the service. At a minimum, Service Reports should include the following:

A. Software Version, Testing Results, and Technician Comments.

Certificates of Calibration: The Contractor shall provide digital copies of certificates of calibration to the COR upon completion of calibration services. The certificates shall include the following information:

(a) Asset Tag Number, Asset Type/Device Description, Manufacturer, Model, Serial Number, Service Procedure, Standard used for calibration, Relevant measurements/data, Pass/Fail assessments, Technician Comments on condition/calibration procedure (found to be in tolerance, battery fitted before calibration, etc), Calibration Date, Next Calibration Due Date, Certificate Number, and Technician Name/ID

7. Conformance standards

The Contractor shall service the FusionLive software covered by this contract in accordance with the following:

9.1 Original Equipment Manufacturer’s (OEM) specification requirements

9.2 National Fire Protection Association (NFPA) 99 (2012 Edition), 101 (2012 Edition), 70E (2012 edition)

9.3 The Joint Commission Standard (EC.02.04.03)

9.4 Association for the Advancement of Medical Instrumentation (ANSI/AAMI EQ56:2013))

9.5 Occupational Health and Safety Association

9.6 Federal, Tribal, and local regulatory guidance and ordinances in regards to bio hazardous waste, disposal, and applications

8. Quality Assurance

The Government will monitor the Contractor’s performance under this contract and shall retain the right to perform unscheduled inspections, as it deems necessary. Furthermore, the Government retains all rights provided by the FAR (Federal Acquisition Regulations) clause entitled “Inspection of Services – Fixed Price” and any other inspection clause, which may be specified in the contract.

9. Inspection and Acceptance Criteria, Government Responsibility

The COR will monitor the Contractor’s activities and accomplishments and will indicate acceptance or non-acceptance of the deliverable. The deliverables identified above will be inspected and either approved or, if they are not acceptable, rejected by the COR. Such inspections will occur within five workdays after the COR receives the deliverable.

The Contractor shall establish an inspection system covering the equipment stated in this Statement of Work. The Contractor shall maintain a history file on all installations, testing, programming, repairs, relocations and inspections conducted. The history file shall be the property of the Government and shall be maintained by the Contractor and turned over to the COR upon completion of the contract.

10. Location and Software

10.1 Phoenix Area Office - E-Control Systems FusionLive Enterprise Software/IntelliSense Application Instance Two Renaissance Square 40 North Central Ave., Suite 720 Phoenix, AZ 85004

10.2 Phoenix Indian Medical Center

4212 N 16th St Phoenix, AZ 85016

10.3 Hopi Health Care Center

Highway 264 Mile Post 388 Polacca, AZ 86042