Attachment 1.xls

XLS spreadsheet 63 KB Posted Jul 29, 2020

Attached to: 7030--VA-20-00038271 Automated Communication System
Solicitation number: 36C10B20R0034
Issued by: Department of Veterans Affairs Technology Acquisition Center Austin

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Other files

File	Type	Posted
36C10B20R0034 notice NAICS code change 9.21.docx	DOCX document	Sep 21, 2020
RFI VA-20-00038271 Automated Communication system Amendment.docx	DOCX document	Sep 15, 2020
RFI VA-20-00038271 Automated Communication system.docx	DOCX document	Jul 29, 2020
36C10B20R0034.docx	DOCX document	Jul 29, 2020
Draft PWS RFI VA-20-00038271 Automated Communication system.docx	DOCX document	Jul 29, 2020

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RFI Items for sustainment

Item No.	Requirement Description	Meets Requirement	Does Not Meet Requirement	Level of Customization Required (e.g. minimal, moderate, or significant)
2	PHARMACY
2.1	The Solution shall allow Veterans to request a prescription renewal via touch tone telephone, text message, and Internet (e.g. website, mobile, etc.).
2.2	Provide the ability for the automated process to take the following actions: Inform patient of pick-up time; Verify patient’s mailing address when requesting prescription refill by mail order; send patient prescription pick-up reminder(s) telephone, text message, and Internet (e.g. website, mobile, etc.).
2.3	Support status inquiries for each refill request e.g. the number of refills remaining.
2.4	Allow each site to set a time after which the system will tell patients when to pick up their refills.
2.5	Allow the veterans to designate a dispensing location when requesting a medication refill.
2.6	Be able to identify medications that are available for mail order.
2.7	Provide the capability for veterans to request prescription refill when the interface with the Pharmacy system is unavailable.
2.8	Verify the veteran’s mailing address when requesting a medication refill via mail order.
2.9	Provide a capability to notify beneficiaries of medication refills.
2.10	Web Rx Information to include # refills remaining, prescription reminders & medication information (instructions, common uses, possible side effects)
2.11	Provide the ability for Call Center staff/VA employee to enter the renewal request on behalf of the Veteran
2.12	When the drug is a Class 2/narcotic, there shall be a prompt to advise the caller that their request is being sent to their PACT team for review.
2.13	Notify the Veteran about items specific to their visit to the VA that day. (e.g., Come to Window A upon entering the building; proceed to drive through prescription pickup; or park in lot C and when your ROI document is ready for pickup you will be provided a room number for pickup; etc.)
2.14	Prerfill -Provide the ability for Veterans to request a renewal for a presecription that is out of refills via an automated number.
2.15	TM prerefill-Provide the ability for Veterans to request a renewal for a presecription that is out of refills via text message to an automated.
3	SCHEDULING
3.1	Provide capability for patient initiated appointment inquiries, scheduling/rescheduling and cancellations via touch tone telephone, text message, and Internet (e.g. website, mobile, etc.).
3.2	Provide a veteran appointment reminder system via touch tone telephone, text message, and Internet (e.g. website, mobile, etc.).
3.3	Provide the capability for veterans to cancel their appointments and receive a confirmation of the cancelation via touch tone telephone, text message, and Internet (e.g. website, mobile, etc.). WHEN CANCELING, allow the veteran to indicate if he/she wants to be contacted about rescheduling.
3.4	The Solution shall provide the capability for the Clinic to inform the Veterans of an appointment/referral cancellation via touch-tone phone, Internet, text messaging and email.
3.5	Combine all appointments reminders into one call if a veteran has more than one appointment for a particular day.
3.6	The Solution shall only send one completed call (e.g., person answers phone, reminder sent to voicemail, etc.) to a household per 24-hour period (calling cycle).
3.7	The Solution shall attempt to contact the Veteran multiple times within each communication configuration (i.e. appointment reminders, referral reminders, etc.) as defined by the site configurations if the telephone call is not completed within the specified time (e.g. no one answers the call, no voice mail, etc.).
3.8	Ability to receive appointment reminders via email
3.9	Ability to use texting for appointment reminders or cancelations.
3.10	The system shall recognize the alternate Address in VistA, using a defined date to determine if it is current, if applicable.
3.11	Reminders provided shall indicate which divisions within the facility and/or which facilities. Vendor shall provide specific locations within the organization and divisions.
3.12	The messages and reminders need to meet the current PHI/HIPPA/Privacy policy for texts, voicemail and unencrypted email.
3.13	Generate reminder notifications to send to patients to schedule a new appointment.
3.14	Auto-populate appropriate fields from patient demographics and appointment data for the notification process.
3.15	Automatically use Veteran information when processing notifications.
3.16	Ability to remove a patient from automatic reminder calls, texts and/or emails for either ALL reminders and/or specific clinics.
3.17	Be able to block a single phone number from receiving calls, even if you don’t know which patient it’s coming from.
3.18	Provide the ability to Change/Cancel an entire clinic if needed and notify Veterans appropriately about their specific clinic.
4	CLINICAL
4.1	Provide capability for preventive health messages and customized patient surveys.
4.2	Provide secure physician to patient communications, such as lab results, via telephone in accordance with HIPAA.
4.3	Ability for patients to obtain clinical information such as lab results, disease management information & medication recalls via Inbound and Outbound Audio Notes
5	EMERGENCY PREPAREDNESS
5.1	Provide emergency notification to staff via telephone such as biological, chemical, environmental, weather-related or other emergency situations.
5.2	Provide notification to all patients being seen at a division on a specific date to notify that the building is closed/open.
6	FINANCIAL
6.1	Financial: Audio Account Balance, Web Account Balance, make payments, receive payment reminders
7	SURVEYS
7.1	Ability to develop and implement a script for patient satisfaction surveys, pre-examination questionnaires and immunization and screening reminders.
8	DEMOGRAPHICS
8.1	Include features to allow veterans to periodically review and update their demographic information.
8.2	Provide the capability for veterans to “opt out” of the reminder call service by method of reminder, e.g., text, email, etc. The veterans who “opt out” of the service will no longer receive communications with the exception of patient safety issues (e.g. medication recalls).
9	CUSTOMIZATION
9.1	Custom Site Parameter Preferences (e.g. pickup times, hours of operations, transferring and locations). Not sure if this includes the ability for the sites to turn on/off by feature, modality, etc.
9.2	Be able to customize messaging using vendor provided professional voice recordings with local override availability as needed to include foreign language modules.
9.3	System will initially use Veteran’s Social Security Number for identification but must be flexible enough to transparently switch over to using the Electronic Data Interchange Personal Identifier (EDIPI) number when it becomes the standard.
9.4	System should have the capability to place a current or a new medication order into a “Parked” status, as well as to enable patients to order a fill for a prescription in a “Parked” status, to support the following functional requirements: See 9.4.1, 9.4.2, 9.4.3.
9.4.1	Ensure the system activities performed for an active prescription are also performed for a parked prescription
9.4.2	Provide coding changes for the VistA receipt of requests from the system so that a patient can request/receive the initial (original) fill of a prescription.
9.4.3	Provide coding changes for the VistA receipt of requests from the system so that when a patient requests the original fill or refill for a prescription that has been associated with a newer prescription for the same dispensed drug that is in the parked state, the fill is processed as if the newer prescription was requested.
9.5	The Solution shall provide the capability to communicate with beneficiaries via touch tone telephone, text message, and Internet for medication recall, appointment/referral reminders, prescription fill status, and immunization reminders.
9.6	The System shall provide the ability to capture from the authoritative source the veterans Notification Refence (e-mail, text, phone (mobile or land line), letter/postcard)
9.7	The system shall provide VHA with the ability to manage, store and access standard notification templates (forms/letters/voice scripts) used for various patient communications (such as phone, mass mailing, and secure messaging).
9.8	Ability to create patient notification templates.
9.9	Ability to publish patient notification templates.
9.10	Ability to share patient notification templates.
9.11	Ability to modify notification templates according to business rules to accommodate facility and service requirements (i.e., directions, parking instructions, number of day prior to appointment the notification is sent, etc.).
9.12	Ability to activate notification templates, one at a time a group or based on rules.
9.13	Ability to deactivate notification templates, one at a time, as a group or based on rules of templates.
9.14	Ability to set up notifications to be distributed automatically according to specified criteria/business rules, e.g., a configurable schedule
9.15	Ability to store patient notification preferences (i.e. one person wants email only, another text only).
9.16	Existing and new clinic location demographics (IEN, name, division, etc.) should automatically pull over into the Solution. The only manual entry to set up the automated reminders on a new clinic should be to disable automated reminders or change the default facility parameters (increase the number of days to autoremind, for example). The default should be for the new clinic to automatically send reminders according to the default facilities parameters.
10	CALLING FEATURES
10.1	Provide one completed call to a household per 24-hour period (calling cycle), if appointments for a Veteran are combined.
10.2	Be able to leave a message on answering machines and voice mail systems.
10.3	Provide optional veteran identification prompts to ensure the person receiving the call is the correct veteran.
10.4	The ability to allow a caller in the self-service system to be connected to a live person within the facility’s call centers (scheduling or pharmacy). For example, a message could prompt the caller to fill another refill, change appointment, or talk to someone from Scheduling or Pharmacy. Caller would be added into the existing call queues for either scheduling or pharmacy or daytime nurse triage. Ability for this feature to be configurable at the facility level.
11	REPORTING
11.1	Include auditing and reporting systems to ensure the integrity and reliability of the data.
11.2	Standardized reports via network or local printer, on screen, export to Microsoft excel, or e-mail reports to any specified recipient. (e.g. number of refills processed, outbound calls made, number of reminders sent, phone line utilization)
11.3	Provide an audit log to track patient contact history (to include date, time, and purpose about a contact to the Veteran).
11.4	Ability to report on the successful methods of notification, i.e., those that result in a completed encounter.
11.5	Need to be able to set up VA email groups for managers to autoreceive reports on the bad phone numbers the system found in its attempts to call, the patients the system was unable to reach, and the patient actions that need our attentions (cancellations, etc.).
11.6	Need to be able to ask the system for the notification history for a specific patient, phone number or email
12	COMPLIANCE
12.1	Operate on VA approved operating system platform as defined in the TRM. See http://www.va.gov/TRM/TRMHomePage.asp
12.2	System must comply with VA Baselines. See https://vaww.sde.portal.va.gov/svcs/sma/BCM/SitePages/Home.aspx
12.3	Compliance with Privacy requirements in accordance with Directive 6508, VA Privacy Impact Assessment at http://www.va.gov/vapubs/viewPublication.asp?Pub_ID=527&FType=2.
12.4	Compliance with Health Insurance Portability and Accountability Act (HIPAA),requirements located at http://www.gpo.gov/fdsys/pkg/PLAW-104publ191/pdf/PLAW-104publ191.pdf.
12.5	Compliance with 508 requirements as stated in http//www.section508.gov.
13	RELIABILITY
13.1	Comprehensive software and hardware maintenance with system availability 24 x 7, 99% of the time outside of scheduled maintenance.
14	Beneficiary Communication Preferences
14.1	The Solution shall also allow the Veteran to re-enable a communication method (e.g. begin receiving telephone messages again).
	Technical Requirements
15.1	System must run on server based operation systems and support centralized management, maintenance, and reporting mechanisms already in place at VA.
15.2	The solution must not transmit unencrypted PII/PHI outside the VA network.
15.3	The solution must not store unencrypted PII/PHI on local or network storage devices.
15.4	The solution must meet a Recovery Time Objective (RTO) of 24 hours and Recovery Point Objective (RPO) of 24 hours.
15.5	If part or all of the solution utilizes servers that reside within VA datacenters, the solution shall be fully supportable in a lights-out datacenter environment; meaning no hands-on support of physical servers will be required except for break/fix scenarios.
15.6	If the solution requires the use of Cache to communicate with VistA, resources must be restricted such that the Cache instance only has access to ports and services required by the application.
15.7	If the solution requires the use of Cache to communicate with VistA, the version of Cache must match the version of VistA with which the system interacts.
15.8	If physical server are used, the system will utilize redundant power supplies, redundant network interface cards, and redundant disks.
15.9	The solution must allow VA to retain failed hard disk for destruction.
15.10	If Windows based operating systems are used, the solution must allow for Active Directory membership within VA's Active Directory architecture, support VA's Visibility-to-Server (V2S) software, support the application of VA GPO’s, and support remote manageability.
15.11	If Windows based operating systems are used, the solution must support VA's anti-virus and firewall architecture.
15.12	The system must support VA system naming standards and be agle in the ability to change system names if needed.
15.13	Staff/admin interface must be PIV compatible

File details come from the government source that posted it. Updated Jul 29, 2020.