Attachment A - SOW - Point of Care Resource.docx

Statement of Work Department of Veterans Affairs Veterans Health Administration Point of Care Clinical Information Resource August 2023

INTRODUCTION:

The Department of Veterans Affairs (VA), Veterans Health Administration (VHA), requires an online subscription to a commercial, off-the-shelf, point of care (POC) clinical information resource (hereafter referred to as “POC resource”). This enterprise-wide subscription shall provide access to an electronic clinical knowledge resource with synthesized full-text content for physicians and other licensed independent practitioners, and other clinical staff to assist VA health care providers in their clinical decision making and drug information needs. The POC resource also shall be available to any other VA staff who may need access in the course of their normal duties, including research staff and clinical trainees nationwide throughout the VA healthcare system. The POC resource shall provide uniform and consistent access to high-quality context-relevant health care information at the point of care for all VA health professionals and other staff.

BACKGROUND:

The Department of Veterans Affairs (VA) has four (4) statutory missions involving health, benefits, cemeteries, and national preparedness. VA’s “Fourth Mission” is to improve the Nation’s preparedness for response to war, terrorism, national emergencies, and natural disasters by developing plans and taking actions to ensure continued service to Veterans, as well as to support national, state, and local emergency management, public health, safety, and homeland security efforts. The Veterans Healthcare Administration (VHA) has an unparalleled mission to deliver care to our Nation’s Veterans and provide a public health backstop as needed for the United States.

VA, which employs more than 435,000 staff across 173 VA Medical Centers, 1,400 VHA Outpatient Clinics and other physical work areas and off-site locations, requires point of care (POC) online web-based access to resource(s) that provide among other features a search tool to relevant medical and drug resources content using authoritative, peer-reviewed, evidence-based medical information. The POC resource shall be available for physicians, advanced practice nurses, other licensed independent practitioners, and all clinical staff as a first-line comprehensive and primary source of clinical information that will be used in a variety of settings including but not limited to all VA medical centers, outpatient clinics and nursing homes, and staff members’ remote locations. The POC resource shall provide an efficient manner of retrieving medically necessary, current, and relevant medical knowledge to support the clinical mission of promoting and providing quality care to Veterans within the VA Network.

The intended use of the POC resource is to provide VA staff with knowledge tools to allow them to improve efficiency, enhance patient care delivery, and minimize disruptions to clinical workflow. The POC resource shall provide uniform and consistent access to high-quality, context-relevant health care information at the point of care. The POC resource product shall be made available via the VA’s electronic health record systems in the context of VA’s ongoing Electronic Health Record Modernization (EHRM) efforts which currently include the VistA Computerized Patient Record System (CPRS) and Oracle Cerner.

PERIOD OF PERFORMANCE:

The VA seeks an enterprise-wide subscription with a 12-month base period plus four (4) 12-month option periods to be exercised at the discretion of the Government.

SCOPE OF WORK:

A. Technical The contractor shall provide all resources, content and related software maintenance and support services necessary to meet the requirements described in this statement of work for an enterprise-wide online electronic subscription to the POC resource.

The contractor shall provide 24/7 online web access to the POC resource as stated herein. Access shall be available for all authorized VA staff at facilities both on the VA computer network and remotely. The POC resource shall be capable of supporting many concurrent users in disparate locations with simultaneous access via the Internet. From point of initial installation of the POC resource, user access shall be unlimited in terms of number of concurrent users and page requests. Users shall be able to access the POC resource from any web-enabled computer (desktop/laptop) and mobile device both onsite and remotely. This access shall include providing access to users from any desktop, laptop, or mobile computing device including handheld devices such as tablets (e.g., iPads® and Android tablets) and smartphones (e.g., iPhones® or Android) or other equivalent electronic devices.

The POC resource shall be accessible via VA Gateway IPs onsite and via VPN. Static URL for access within VA Gateway IP firewall and account login and password for access outside VA IP firewall; Mobile devices via Apps or mobile websites; and on any or all computers with Internet access via VA Gateway IPs, LibLynx IPs and EZproxy IPs.

The POC resource shall provide a consistent user experience across various access platforms that delivers the following features to both computers (“PCs”) (desktops or laptops using the Windows©, MacOS©, or Linux© operating systems) and mobile devices (smartphones or tablets using iOS© or Android©):

· Access to the full clinical content

· User interfaces optimized for both PC and mobile platforms

· Persistent login

· Calculators, such as clinical calculators for use in patient care, that are optimized for both PC and mobile platforms

· Electronic tracking and submission for Continuing Education / Continuing Medical Education / Continuing Professional Development.

B. Functional Requirements The POC resource shall be a standalone product which does not require the VA to subscribe to additional products to provide complete clinical topic reviews to users at no cost to individual users. The POC resource shall provide:

· Direct links to the full scope of the VA Library Network Office’s (LNO’s) subscribed journal content such as (but not limited to) Wiley, SAGE, and JAMA publishers.

· Content made available to the user by the POC resource shall be properly formatted for ease of use and shall be fully referenced with citations to source(s) and authorship of the information presented by the resource.

· Hyperlinks to the full text content of PubMed abstracts (including that sourced from any and all of the resources that PubMed comprises such as MEDLINE (https://www.nlm.nih.gov/medline/index.html), life science journals, and online books) are required when available, and hyperlinks to the full text content of articles will be included in the body of material presented to the user by the POC resource, and hyperlinks (where available) to the full text content of each reference will be provided in the references section of the information presented to the user.

· Graphics (figures, pictures, graphs, tables, etc.) shall be integrated into the material presented to the user by the POC resource, which material can be both printed and electronically exported at the user’s convenience to a variety of formats including .csv, .xlsx, .docx, .ppt Powerpoint), .pdf and ePub files. Graphics that can be located by topic or keyword search (e.g., search for images or depictions of “skin moles”, or for “viral cells”) using the POC resource search function is highly desirable.

· A Summary of Recommendations with grading of quality of evidence and strength of the recommendations (such as with the GRADE system), where applicable, shall be included in the POC resource material presented to the user in a form and location that meets User Experience (UX) guidelines and best practices.

The POC resource user interface shall have the following capabilities:

A prominently displayed search bar that maximizes user perception of ease of use consistent with generally accepted User Experience (UX) principles. Said search bar provides dropdown autofill suggestions of likely common clinical terms within 4 characters typed in by the user. For common clinical terms, autofill options displayed to the user will contain the user’s desired target clinical term within the top 4 lines of options. The search functionality shall facilitate the cognitive work required and optimize the speed to find clinical answers.

In conducting their search, a user can search for desired content by entering a search phrase consisting of one or more terms, or by selecting a term from a drop-down menu of possible matches that displays after the user has typed the first few characters of the target term. The search function’s abilities shall include but not be limited to the ability to accommodate and return relevant content in response to any of the following search entries:

· Names of diseases, symptoms, laboratory abnormalities, procedures, drugs, classes of drugs, etc. shall result in return of appropriate topical reviews.

· Common synonyms, abbreviations, and acronyms shall be understood by the search engine and result in return of appropriate topical review(s) in display results.

· Drug names, either generic or brand names, and /or class of drugs (e.g., “Beta blockers”) shall return relevant Drug information to inform clinical decisions based on the content searched.

Search results shall be displayed by the POC resource in paragraph format to allow users to easily identify information of interest without the burden of first scanning large sections of text. The POC resource shall enable users to find/retrieve all medical topic reviews on search topics in one interface. To promote ease of readability and use, content displayed shall be organized to include summarized statements accompanying presentation of detailed information and give very specific recommendations based on prevailing clinical evidence to include summary of new or changing therapies. Whenever possible, the evidentiary basis for recommendations shall be stated explicitly with the content. Furthermore, such content shall be peer-reviewed by other experts in the specialty and must be written at the medical provider level.

In displaying search results, the POC resource shall include, but not necessarily be limited to, the following functionality:

· In response to a user's search, POC resource will return clinical content pre-sorted by common clinical categories and sub-categories germane to the topic searched. The display of the categorized information allows the user to select the active links of the categories, one category at a time, to view detailed content as well as sub-categories, and allows the user the option to "expand all” which returns a full page display of all categories and their sub-categories visible and able to be selected by the user either individually or all at once for a more detailed view of content.

· User can browse search results by positioning the cursor over search results listings, which triggers (for example, by hyperlink, hover text or other functionality) display of the full topical review outline.

· The POC resource shall provide a search function to allow the user to search for specific term(s) within a topic result returned by an initial search. The results of such search shall be displayed by highlighting each occurrence of the searched for term(s) in the displayed topic content.

· The POC resource shall allow users to select some or all of displayed topic content, and export of the selected content via any and all of the following functions: print, email, download.

The POC resource shall provide access to a variety of clinical calculators including calculators to execute actions needed for specific clinical specialties (e.g., calculation of suicide risk for an individual patient based on published clinical algorithms in common use by the medical community). Clinical calculators shall provide ability of users to interactively enter certain values/units of information required for automated mathematical calculations to return appropriate results to the user accurately. Calculators shall support multiple units of measure (imperial/metric).

Search results regarding treatment options shall be displayed as a list to the user such that each treatment option is clearly labeled and may be selected individually via hyperlink by the user for further display of detailed information regarding each particular treatment. Such information shall include, but not be limited to, historical background, efficacy, potential harms, recommended schedule of treatment administration, and recommendations for adjustment in the presence of specific conditions and/or co-morbidities and precautions and accompanied by a more concise "Summary and Recommendations" of the detailed material presented.

In addition to the requirements of the preceding paragraph, detailed information for pharmacological treatments shall also include the agent’s generic and brand names as well as the agent’s contents, mechanism of action, indications, efficacy, side effects, adverse events, interaction with other treatment agents, dosing options, and adjustments and recommendations for treatment of specific conditions and in the setting of specific co-morbidities. The POC resource shall provide a drug interaction checker tool, or link(s) to one, to include options for drug-drug and drug-food interaction checking in response to entering one or more drug names into the checker’s search box. The POC resource shall provide searchable content regarding diseases, disease states and disorders, and shall include, but not be limited to, historical and current information, and comprehensive information regarding disease pathophysiology, etiology, presentation, diagnosis, management, treatment, and prognosis.

The search results shall include diagnosis, management and treatment recommendations which will include, but not be limited to, recommended relevant laboratory, imaging, and other diagnostic studies. Recommendations of any kind shall be accompanied by information regarding the grading of the evidence (such as with the GRADE system) with respect to both the strength of the recommendation and quality of the evidence upon which the recommendation is based. Recommendations that are not graded shall be noted in the content as “not graded”.

Where appropriate, in addition to narrative text, the content presented by the POC resource shall include (but not be limited to) graphical modes of data display such as tables, graphs, histograms, charts, and diagrams including flow diagrams to aid in user's ability to view and interpret complex information.

With respect to clinical content results, the POC resource should offer alerting features to notify users of new content since the last update. Alert content shall focus on information that is patient-oriented and with the potential to prompt change in providers’ current practice of health care.

C. Substantive Clinical Content The POC resource shall include clinical topical reviews including, but not limited to the following specialties:

· Allergy and Immunology

· Cardiovascular Medicine

· Clinical Informatics

· Colorectal

· Dermatology

· Emergency Medicine

· Endocrinology and Diabetes

· Family Medicine

· Gastroenterology

· Geriatric Medicine

· Hepatology

· Hematology

· Hospital Medicine

· Imaging and Radiology

· Infectious Diseases

· Internal Medicine

· Nephrology and Hypertension

· Neurology

· Neurosurgery

· Obstetrics and Gynecology

· Oncology

· Ophthalmology

· Orthopedics

· Palliative and Hospice medicine

· Pediatrics

· Plastic Surgery

· Psychiatry

· Pulmonary and Critical Care Medicine

· Sleep Medicine

· Rheumatology

· Surgery

· Trauma Surgery

· Urology

· Women’s Health

With respect to the substantive clinical content displayed by the POC resource in response to user search queries, the POC resource content shall be synthesized into clear and concise clinical information and recommendations from authors and editors, and shall satisfy the following requirements:

· The POC resource content shall be researched and written by individual(s) recognized as expert(s) in their field (such as from those in qualified faculty positions in well-regarded academic institutions such as University medical schools) who address specific clinical issues and synthesize the latest evidence and best practices in their respective medical fields. Credentials and affiliations of content authors, editors, and reviewers shall be included in and/or with the content.

· The expert authors, editors, and reviewers shall synthesize medical evidence into actionable content that includes reviews and summaries of the evidence, recommendations on how to apply the evidence to specific clinical situations, and a critical reasoned analysis of why specific recommendation(s) are being made.

· All content displayed shall be organized to include summarized statements accompanying presentation of detailed information and to give very specific recommendations based on prevailing clinical evidence to include summary of new or changing therapies. Ideally, the summarized statements will appear both at the top and end of the presentation of the detailed information for a given topic, but at a minimum shall appear in at least one of those locations relative to the topic detailed information. Whenever possible, the evidentiary basis for recommendations shall be stated explicitly with the content. Furthermore, such content shall be peer-reviewed by other experts in the specialty and must be written at the medical provider level.

· The POC resource shall provide insight into the clinical application of the diagnosis and treatment of specialty areas in medicine and shall provide a self-contained, comprehensive review of each condition or disease referenced.

In covering a disease or clinical issue/topic, author and editor contributors shall address all the issues a clinician must understand, evaluate, and manage, such as (but not limited to) the following issues:

· Evaluation of symptoms or findings (initial evaluation and targeted evaluation, considerations for special populations, etc.)

· Clinical manifestations (common presentations, major findings, variance with respect to specific patient populations, common lab findings, etc.)

· Diagnosis (evaluation and diagnostic options, progression of testing, what to do with a positive or negative test, differential diagnosis, etc.)

· Treatment (indications for therapy, options for therapy, procedures, monitoring and measuring response, duration, relapse and resistant disease, risks of treatment, etc.)

· Natural history of disease and prognosis relative to treatment options (impact on survival, disease course, factors impacting expected course, etc.)

· Where appropriate, the clinical content shall provide nuanced and/or emerging expert recommendations or guidance for evaluation and management of atypical presentations for which there are limited or no specialty guidelines, algorithms, and/or published studies.

The POC resource shall provide extensive background detail, context, and explanation of clinical topics sufficient to fill in potential clinical knowledge gaps for providers who may rely on it as a primary or only source of reference at any moment in time for clinical decision making at the point of care.

To ensure that VA staff can rely on the clinical content provided by the POC resource, the contractor shall maintain POC resource content currency which shall include an ongoing systematic process for reviewing and updating the topics on a defined schedule.

Components of any clinical topic review (diseases, conditions, symptoms, and other presentations) presented by the POC resource shall include the following information fields, where relevant:

· Date of record/review update for each entry

· Author(s)/editor(s) of record/review update for each entry

· Author(s)/editor(s) credentials for each entry

· Author(s)/editor(s) affiliation of record/review update for each entry

· Specialty peer reviewer(s), credentials & affiliation of record/review update for each entry

· General Information/Overview

· Epidemiology/Incidence/Prevalence/Causes/Risk Factors

· Pathophysiology, Diagnosis, Prognosis, Treatment conditions, Laboratory Tests/Complications, Prevention, Screening to recommended treatment of medical conditions.

Components of the clinical topic review for drug information shall include but not necessarily be limited to the following fields:

· Medical Safety Issues/Alerts

· Brand Names

· Pharmacologic Category

· Generic Alternative availability

· Indications/Use

· Administration

· Dosing (Adults, Elderly, Pediatric, etc.) and Forms (capsule, tablet, liquid, etc.)

· Contraindications

· Adverse Events

· Warnings/Precautions

· Drug/Drug Interactions

· Specific Populations (Pregnancy Risk Factor/Lactation/Breast Feeding, Pediatric, Geriatric, etc.)

· Dietary Considerations

· Mechanism of Action

· Metabolism/Interactions

· Pharmacodynamics/Kinetics

· References section

· Graphics (figures, pictures, graphics, tables, etc.) integrated into record/review that can be printed or exported.

· Hyperlinks to related record/review topics D. Requirements for a Collection of Patient Education Materials In addition to clinical content and knowledge for use by VA staff, the POC resource shall contain and be formatted for ease of distribution, patient health education collections that shall, at a minimum, address the following clinical topics of interest to Veterans and their care:

· Adult general health

· Allergies and asthma

· Anesthesia

· Autoimmune disease

· Blood disorders

· Bones, joints, and muscles

· Brain and nerves

· Cancer

· Dental health

· Diabetes

· Digestive system

· Ear, nose, and throat

· Emergency medicine

· Eyes and vision

· Heart and blood vessel disease

· Hormones

· Infections and vaccines

· Kidneys and urinary system

· Liver disease

· Lung disease

· Mental health

· Nutrition, diet, and weight

· Senior health

· Sexual and reproductive health

· Skin, hair, and nails

· Sleep

· Surgery

The Patient Education Collections on these topics shall offer more than one level of detail for each topic:

· Short topic overviews written in accordance with plain language principles and that answer the four or five most important questions a person might have about a medical problem.

· Longer, more detailed reviews available for readers who want detailed information or who may have some command of medical literacy.

The short and long versions of the patient education materials may be either bundled in the same patient handout or available for printing separately for distribution to patients.

Consistent with recommendations from the American Medical Association (AMA) and the National Institutes of Health (NIH), patient education short topic reviews shall be written at no higher than a sixth grade reading level.

As with VA staff-facing clinical content, patient focused materials shall list the source of the information, such as professional society, or individual authors or editors.

E. Use of Clinical Content by VA Staff for Academic Purposes VA clinical staff, research staff, and teaching staff require access to POC resource clinical content for purposes of sharing clinical knowledge to: support VA patient care quality, foster an environment of collegial continuous learning, deliver presentations at academic and professional conferences internal and external to VA, and provide demonstrations, presentations and other didactic teaching to trainees such as medical students, clinical Residents and Fellows, research interns and trainees, and to VA staff enrolled in VA created and/or VA based training courses for federal staff, including federal partners and temporary trainees.

To this end, the POC resource vendor's agreement with the Government shall provide permissions and ability for authorized VA users to share provided POC resource content, including but not limited to clinical reference library content and pictures, images, and graphics, with other VA users, federal partner staff and trainees in the contexts described in the prior paragraph. Content sharing may occur through various means including but not limited to: live and enduring recorded content from in-person presentations and presentations via telephonic means and/or web-based means such as MS TEAMS, Webex, and Zoom, and delivered at no personal financial cost to recipients of the presentations or training and at no personal financial gain to the presenter; and emailing content among VA colleagues, federal partners, and trainees. POC resource content used for these purposes will be appropriately attributed to the POC resource as the source of the content.

F. Clinical Provider Continuing Education Needs

(a) CE / CME The POC online product shall provide VA staff with continuing education (CE) / continuing medical education (CME) credits (including AMA Category 1 PRA credits and credits that satisfy ABMS Maintenance of Certification (MOC), and ABMS Continuing Certification requirements such as MOC II or Self-assessment Activities) as well as American Association of Nurse Practitioners (AANP) NP Contact Hours for continuing professional development (CPD) recognized by approved accrediting agencies for use of the POC resource in point of care activities such as, but not limited to, searching clinical questions within the POC resource. Earning professionally applicable accredited CE/CME credits shall be available for POC resource activities for licensed independent practitioners including but not limited to physicians, physician assistants, and advanced practice nurses such as nurse practitioners. The POC resource will easily record, track, and allow the user to redeem CME/CE credits with each accredited POC resource activity. The POC resource shall be responsible for all username/password and user account maintenance for CE, CME, CPD activities.

The POC resource shall maintain and provide a current list of professional associations and authorities that approve and/or recognize and/or accept clinical staff activity using the POC resource, as accredited activity. The accreditation bodies provided by the POC resource shall include at a minimum the accreditation providers listed here:

· American Medical Association (AMA).

· American Academy of Family Physicians (AAFP).

· Academy of Pediatrics (AAP).

· American Academy of Physician Associates (AAPA)/National Commission of Certification of Physician Assistants (NCCPA)

· American Association of Nurse Practitioners (AANP).

· American College of Emergency Physicians (ACEP).

· American College of Obstetricians and Gynecologists (ACOG).

· American Osteopathic Association (AOA).

· American Midwifery Certification Board (AMCB).

· National Board of Certification and Recertification of Nurse Anesthetists (NBCRNA).

· Pediatric Nursing Certification Board (PNCB)

(b) ABMS MOC The POC resource shall support accredited Maintenance of Certification (MOC) activities that satisfy applicable requirements of certain American Board of Medical Specialty (ABMS) Member Boards. Clinical users shall be able to track MOC activity after establishing an account as provided by the POC resource. All username/password and user account maintenance shall be the responsibility of the POC resource contractor. Credits for MOC activities shall be available that satisfy requirements for those boards identified by the American Board of Medical Specialties as participating in ACCME (Accreditation Council for Continuing Medical Education) MOC Recognition Programs, which currently are the following boards:

· American Board of Anesthesiology.

· American Board of Internal Medicine.

· American Board of Ophthalmology

· American Board of Otolaryngology – Head and Neck Surgery

· American Board of Pathology

· American Board of Pediatrics.

· American Board of Surgery The POC resource, as an accredited CME provider, shall be required to submit credit data on each learner's behalf for each completed activity registered for MOC, in accordance with the requirements of the ACCME and/or individual ABMS member Medical Board(s). (For reference to ACCME requirements, see “CME that Counts for MOC | ACCME” at https://www.accme.org/cme-counts-for-moc . Reference to requirements of individual ABMS member boards can be found via the ABMS website at “Member Boards, American Board of Medical Specialties” at https://www.abms.org/member-boards/ )

(c) ABMS “Continuing Certification” The POC resource shall support Continuing Certification requirements through provision of accredited MOC Part II CME activity and activities that satisfy Lifelong Learning and Self-Assessment requirements for specific medical specialty boards (where applicable and feasible; for example, user activities when using the POC resource that apply toward general CME requirements to satisfy Continuing Certification). Clinical users shall be able to track Continuing Certification type activity after establishing an account as provided by the POC resource. All username/password and user account maintenance shall be the responsibility of the POC resource contractor. Credits offered for Continuing Certification activities shall be available, where applicable and feasible that satisfy requirements for those ABMS member boards participating in Continuing Certification, which currently are the following medical boards:

· American Board of Allergy and Immunology

· American Board of Anesthesiology

· American Board of Colon and Rectal Surgery

· American Board of Dermatology

· American Board of Family Medicine

· American Board of Medical Genetics and Genomics

· American Board of Nuclear Medicine

· American Board of Ophthalmology

· American Board of Orthopedic Surgery

· American Board of Pathology

· American Board of Physical Medicine and Rehabilitation

· American Board of Plastic Surgery

· American Board of Preventive Medicine

· American Board of Psychiatry and Neurology

· American Board of Radiology

· American Board of Thoracic Surgery

· American Board of Urology For reference to the evolving list of ABMS member boards participating in MOC identified above in section (b), and participating in Continuing Certification identified above in section (c), see the information “ABMS Member Board Participation in the Continuing Certification Directory - American Board of Medical Specialties” at https://www.continuingcertification.org/abms-member-board-participation-in-the-continuing-certification-directory/ .

G. System Maintenance Requirements The Section 508 accessibility standards applicable to this contract or order are identified in the specification, statement of work, or performance work statement. If it is determined by the Government that ICT supplies and services provided by the Contractor do not conform to the described accessibility standards in the contract, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its own expense. The Section 508 accessibility standards applicable to this requirement are: E205, E204, E207, E208

The POC resource product shall be compatible with Google Chrome, Microsoft Edge, Safari, and Firefox and with most other standard web browsers, which have cookies enabled. To ensure privacy, the product must use session cookies rather than persistent cookies.

All site content and support of the web site shall be the responsibility of the POC resource contractor.

H. Customer Support Requirements

(1) A single primary (and alternate) contractor point of contact for customer service issues shall be named, available by both phone and email, and assigned to the VA Library Network Office (LNO) Program Manager or their representative. These points of contact shall be available via telephone and email during normal business hours and shall not have excessive business travel or all-day training commitments. Notification of any scheduled out of office time must be communicated to the LNO Program Manager with a minimum of 7 days’ notice. The contractor’s primary and alternate points of contact shall be fully knowledgeable of and familiar with the physical and administrative structure of the Veterans Health Administration. See: https://www.va.gov/landing2_locations.htm.

(2) Direct Technical and Customer support shall be available from the Contractor for approximately 60,000 concurrent active users as needed. Customer service shall be available to troubleshoot website/connectivity issues via telephone and email. Issues unresolved within one (1) business day shall be reported via email to the LNO at vhalno@va.gov and/or other email address as needed if provided by the LNO.

(3) The contractor shall provide training on use of the POC resource for Library Network Office staff and for VA staff at large, on an “as requested basis”. The contractor shall provide synchronous and asynchronous training via online national webinars and/or online tutorials. Contractor shall also provide live remote and on-site training, briefings, and updates to facilities within the VA Network, as requested. Specialized training sessions for VA library staff may be requested of the contractor.

I. POC Resource Reporting Requirements The contractor’s POC resource shall provide to the LNO Program Manager quarterly reports of technical service requests provided to VA customers.

Each technical service report shall provide at a minimum the following data organized into columns in Excel format:

· Technical Service Request Reference #.

· Date Service Request was Created.

· First Assigned Technical Service Representative.

· Customer Full Name.

· Email Address of customer

· A Statement of the Issue/Request

· Status of the Request and Result of Response to/ Resolution of Request Additionally, the contractor shall provide usage statistics monthly. The format of the usage statistics is provided online or via contractor provided login username/password and shall include search count, total document retrievals per title, top topics searched, method of access (onsite, remote, mobile), and a breakdown by Gateway IP medical center is required.

The contractor shall annually or upon request provide statistics related to CE/CME/MOC activity. The data will be collated nationally and by Gateway IP/medical center.