Attachment C - Performance Work Statement (PSI).pdf

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Veterans Health Administration Office of Connected Care

Office of Connected Care (OCC)

Program Support Integration

Date: September 9, 2022 PWS Version Number: 0

Contents

1.0 BACKGROUND

2.0 APPLICABLE DOCUMENTS

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 CONTRACT TYPE

4.2 PERFORMANCE PERIOD

4.3 PLACE OF PERFORMANCE

4.4 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

5.1.2 POST-AWARD CONFERENCE

5.1.3 TASK ORDER KICKOFF MEETINGS

5.1.4 PROGRAM REVIEWS

5.1.5 REPORTING REQUIREMENTS

5.1.6 QUALITY CONTROL

5.1.7 TRANSITION SUPPORT

5.1.7.1 TRANSITION-IN

5.1.7.2 TRANSITION-OUT

5.2 FUNCTIONAL AREAS

5.2.1 PROGRAM MANAGEMENT AND PROGRAM INTEGRATION SUPPORT

5.2.1.1 OCC OUTREACH PLANNING ASSISTANCE

5.2.1.2 TELEHEALTH SYSTEMS AND APPLICTIONS RELEASE,

IMPLEMENTATION, AND DEPLOYMENT PLANNING

5.2.2 PROJECT, RELEASE, AND IMPLEMENTATION MANAGEMENT

SUPPORT

5.2.2.1 DATA COLLECTION, METRICS, ANALYTICS, AND EVALUATION

SUPPORT 22

5.2.2.2 PROJECT/PRODUCT MANAGEMENT SUPPORT SERVICES

5.2.2.3 BUSINESS AND TECHNICAL WRITING AND DOCUMENTATION

SUPPORT 23

5.2.2.4 HUMAN-CENTERED DESIGN (HCD) / HUMAN FACTORS

ENGINEERING (HFE)

5.2.2.5 CONNECTED HEALTH IMPLEMENTATION CENTERS OF

EXCELLENCE AND VIRTUAL HEALTH RESOURCE CENTER SUPPORT

5.2.2.6 IMPLEMENTATION STUDIES SUPPORT

5.2.2.7 TELEHEALTH SYSTEMS, PROGRAMS, PROJECTS, AND

APPLICATIONS FIELD SUPPORT

5.2.3 COMMUNICATIONS SUPPORT

5.2.3.1 OCC COMMUNICATIONS PROGRAM OUTREACH CAMPAIGNS 27

5.2.3.2 COMMUNICATIONS PROGRAM OUTREACH EVENTS

5.2.3.3 IMPLEMENTATION CENTERS OF EXCELLENCE EVENT

OUTREACH AND TRAINING DELIVERY

5.2.3.4 EDUCATION, TRAINING, AND OUTREACH WEBSITE SUPPORT 28

5.2.4 TRAINING DEVELOPMENT, DELIVERY, AND IMPLEMENTATION

5.2.4.1 TELEHEALTH TRAINING COURSE DEVELOPMENT

5.2.4.2 TELEHEALTH SYSTEMS AND APPLICATIONS VIRTUAL FORUMS

AND TRAINING DELIVERY SUPPORT

5.2.4.3 MOBILE APP TRAINING DEVELOPMENT

5.2.4.4 IMPLEMENTATION TRAINING DEVELOPMENT

6.0 GENERAL REQUIREMENTS

6.1 ENTERPRISE AND IT FRAMEWORK

6.1.1 VA TECHNICAL REFERENCE MODEL

6.1.2 FEDERAL IDENTITY, CREDENTIAL, AND ACCESS MANAGEMENT

(FICAM) 36

6.1.3 INTERNET PROTOCOL VERSION 6 (IPV6)

6.1.4 TRUSTED INTERNET CONNECTION (TIC)

6.1.5 STANDARD COMPUTER CONFIGURATION

6.1.6 VETERAN FOCUSED INTEGRATION PROCESS (VIP) AND PRODUCT

LINE MANAGEMENT (PLM)

6.1.7 PROCESS ASSETT LIBRARY (PAL)

6.1.8 AUTHORITATIVE DATA SOURCES

6.1.9 SOCIAL SECURITY NUMBER (SSN) REDUCTION

6.2 SECURITY AND PRIVACY REQUIREMENTS

6.2.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

6.2.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.2.3 CONTRACTOR PERSONNEL

6.2.4 DATA RIGHTS

6.3 KEY PERSONNEL

6.3.1 KEY PERSONNEL QUALIFICATIONS

6.3.2 SUBSTITUTION OF KEY PERSONNEL

6.4 METHOD AND DISTRIBUTION OF DELIVERABLES

6.5 PERFORMANCE METRICS

6.6 FACILITY/RESOURCE PROVISIONS

6.7 GOVERNMENT FURNISHED PROPERTY

ADDENDUM A – ADDITIONAL VA REQUIREMENTS, CONSOLIDATED

ADDENDUM B – VA INFORMATION AND INFORMATION SYSTEM

SECURITY/PRIVACY LANGUAGE

1.0 BACKGROUND

The mission of the Department of Veterans Affairs (VA), Veterans Health Administration (VHA) is to provide benefits and services to Veterans of the United States, their caregivers, and/or beneficiaries. VHA provides care for Veterans in person at more than 1,400 VA facilities, through the community care network, and through VA’s extensive use of connected care. In addition, VA connected care leverages advanced technologies to connect with increasing numbers of Veterans and provide them with access to VA care from their homes and communities.

The VHA Office of Connected Care (OCC) is charged with the design, development, implementation, and management of connected care programs, systems, and services throughout the VA. An outline of the current state of OCC is included in Attachment A, Background. A list of all technologies used in VHA’s mobile application and infrastructure technology stack is included in Attachment B, VHA Technical Stack.

Historically, all products and contractor support for VA’s connected care technology network have been delivered through the single-award Clinical Enterprise Video Network (CEVN) Blanket Purchase Agreement (BPA) (VA119-15A-0131), awarded in 2015, and the follow-on, single-award OCC Equipment and Services Transition Requirements Contract (36C10G21D0016), Awarded in 2021. Acquisition planning for future connected care technology network support has resulted in the development of three distinct contracts to leverage innovation and provide the flexibility needed to meet mission requirements. These include:

a) Program Support Integration (PSI), planned as a single-award Indefinite Delivery / Indefinite Quantity (IDIQ) contract and elaborated upon in this PWS.

b) Connected Care Integrated Network (CCIN), planned as a single-award IDIQ responsible for all technical support services required by OCC, including inventory and asset management; help desk support; connected care technology software and mobile medical application design, development, enhancement, and remediation; infrastructure and architecture support.

c) Connected Care Product Catalog (CCPC), planned as a catalog of multiple BPAs that provide all necessary hardware, software, licenses, subscriptions, warranties, and maintenance necessary to operate, maintain, and enhance the overall connected care technology network.

In service of VA’s mission to leverage connected care technologies to enhance care accessibility, capacity, quality, and satisfaction, OCC requires Contractor support to provide program support integration, including the following linked functional areas (FAs):

FA 1: Program Management and Program Integration Support – Ensures integrated support across all FAs as well as integration with the technical support provided through the CCIN IDIQ discussed above.

FA 2: Project, Release, and Implementation Management Support - Provides overall management of the processes required to engineer, release, and implement new, enhanced, and remediated VA-developed or VA-customized technologies.

FA 3: Communications Support - Covers the necessary activities to raise awareness of unique VA connected care technologies, including coordination with the field and Veteran organizations to prepare for the rollout of new releases and patches to repair technology issues

FA 4: Training Development, Delivery, and Implementation Support – Includes all services necessary to develop, deliver, and implement new and updated highly specialized, training content targeted towards end-users of VA-developed and VA-customized virtual care technologies, including Veterans and VA health care providers.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements for Cryptographic Modules”

4. FIPS Pub 199. “Standards for Security Categorization of Federal Information and Information Systems,” February 2004

5. FIPS Pub 200, “Minimum Security Requirements for Federal Information and

Information Systems,” March 2006

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and

Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

9. Public Law 109-461, Veterans Benefits, Health Care, and Information

Technology Act of 2006, Title IX, Information Security Matters

10. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

11. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, https://www.va.gov/vapubs/index.cfm

12. VA Handbook 0710, “Personnel Security and Suitability Program,” May 2, 2016, https://www.va.gov/vapubs/index.cfm

13. VA Directive and Handbook 6102, “Internet/Intranet Services,” August 5,

14. 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017

15. Office of Management and Budget (OMB) Circular A-130, “Managing Federal

Information as a Strategic Resource,” July 28, 2016

16. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed

Services (CHAMPUS)” https://www.va.gov/vapubs/index.cfm https://www.va.gov/vapubs/index.cfm http://www.va.gov/vapubs http://www.va.gov/vapubs

17. NIST SP 800-66 Rev. 1, “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule,” October 2008

18. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

19. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004

20. VA Directive 6500, “VA Cybersecurity Program,” February 24, 2021

21. VA Handbook 6500, “Risk Management Framework for VA Information

Systems VA Information Security Program,” February 24, 2021

22. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI),” March 12, 2019

23. VA Handbook 6500.5, “Incorporating Security and Privacy into the System Development Lifecycle,” March 22, 2010

24. VA Handbook 6500.6, “Contract Security,” March 12, 2010

25. VA Handbook 6500.8, “Information System Contingency Planning,” April 6,

26. VA Handbook 6500.10, “Mobile Device Security Policy,” February 15, 2018

27. VA Handbook 6500.11, “VA Firewall Configuration,” August 22, 2017

28. OIT Process Asset Library (PAL), https://www.va.gov/process/ . Reference

Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

29. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

30. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

31. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

32. VA Handbook 6510, “VA Identity and Access Management,” January 15,

33. VA Directive and Handbook 6513, “Secure External Connections,” October 12, 2017

34. VA Directive 6300, “Records and Information Management,” September 21,

35. VA Handbook, 6300.1, “Records Management Procedures,“ March 24, 2010

36. NIST SP 800-37 Rev 2, “Risk Management Framework for Information

Systems and Organizations: A System Life Cycle Approach for Security and Privacy,” December 2018

37. NIST SP 800-53 Rev. 5, “Security and Privacy Controls for Federal Information Systems and Organizations,” September 23, 2020 (includes updates as of 12/10/2020)

38. VA Directive 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” October 26, 2015

39. VA Handbook 0735, “Homeland Security Presidential Directive 12 (HSPD-

12) Program,” March 24, 2014 https://www.va.gov/process/ https://www.va.gov/process/maps.asp https://www.va.gov/process/artifacts.asp https://www.va.gov/trm/TRMHomePage.aspx

40. OMB Memorandum 05-24, “Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors,” August 5, 2005

41. OMB Memorandum M-19-17, “Enabling Mission Delivery Through Improved Identity, Credential, and Access Management,” May 21, 2019

42. OMB Memorandum, “Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation,” May 23, 2008

43. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011, (NOTE: Part A of the FICAM Roadmap and Implementation Guidance, v2.0, was replaced in 2015 with an updated Architecture (https://arch.idmanagement.gov/#what-is-the-ficam-architecture)

44. NIST SP 800-116 Rev 1, “Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access,“ June 2018

45. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, “Digital Identity Guidelines,” updated March 02, 2020

46. NIST SP 800-157, “Guidelines for Derived PIV Credentials,” December 2014

47. NIST SP 800-164, “Guidelines on Hardware-Rooted Security in Mobile

Devices (Draft),” October 2012

48. Draft National Institute of Standards and Technology Interagency Report

(NISTIR) 7981, “Mobile, PIV, and Authentication,” March 2014

49. VA Memorandum, VAIQ #7100147, “Continued Implementation of Homeland

Security Presidential Directive 12 (HSPD-12),” April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

50. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

51. VA Memorandum “Personal Identity Verification (PIV) Logical Access Policy Clarification,” July 17, 2019, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896

52. Trusted Internet Connections (TIC) 3.0 Core Guidance Documents, https://www.cisa.gov/publication/tic-30-core-guidance-documents

53. OMB Memorandum M-19-26, “Update to the Trusted Internet Connections (TIC) Initiative,” September 12, 2019

54. OMB Memorandum M-08-23, “Securing the Federal Government’s Domain Name System Infrastructure,” August 22, 2008

55. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

56. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005

57. Executive Order 13834, “Efficient Federal Operations,” dated May 17, 2018

58. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August

2, 2001

59. VA Directive 0058, “VA Green Purchasing Program,” July 19, 2013

60. VA Handbook 0058, “VA Green Purchasing Program,” July 19, 2013 https://arch.idmanagement.gov/#what-is-the-ficam-architecture https://arch.idmanagement.gov/#what-is-the-ficam-architecture https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896 https://www.cisa.gov/publication/tic-30-core-guidance-documents

61. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access,” January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

62. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

63. “Veteran Focused Integration Process (VIP) Guide 4.0,” January 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

64. VA Memorandum “Proper Use of Email and Other Messaging Services,”

January 2, 2018, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

65. “DevSecOps Product Line Management Playbook” version 2.0, May 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

66. NIST SP 500-267B Revision 1, “USGv6 Profile,” November 2020

67. OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol

Version 6 (IPv6),” November 19, 2020

68. Social Security Number (SSN) Fraud Prevention Act of 2017

69. Section 240 of the Consolidated Appropriations Act (CAA) 2018, March 23,

70. Deputy Under Secretary for Operations and Management (10N)

Memorandum, “Technical Support for Telehealth End-Users”, September 18, 2013.

71. VA Mobile Style Guide, https://mobile.va.gov/sites/default/files/files/VAMobileStyleGuide508comp liant.pdf

72. VA Intranet Design Template, http://vaww.va.gov/6102/templates/VA_Intranet_Redesign_Template.asp

73. Tier 1 Graphic Standards, U.S. Department of Veterans Affairs: Graphic Standards: Tier 1 (va.gov)

74. 18 F API Standards, https://github.com/18F/api-standards

75. WH API Standards, https://github.com/WhiteHouse/api-standards

76. Federal Source Code Policy, https://sourcecode.cio.gov/OSS/VA Office of

Information Security Accreditation Requirements Guide Standard Operating Procedures January 2014, https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServ er.aspx?DocumentId=1216669&FileName=VA118A-14-I-0032-003.pdf

77. Logical Observation Identifiers Names and Codes (LOINC)

78. Systematized Nomenclature of Medicine Clinical Terms (SNOMED CT)

79. Unified Medical Language System (UMLS) RxNorm

80. International Classification of Diseases (ICD) – 9 and -10

81. HL7 VistA Integration Process

82. Veterans Health Education and Information Core Program Requirements, September 4, 2020 https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=9004

83. Health Literacy Resources for Patient Education https://www.va.gov/LIBRARY/Patient_Education.asp https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371 https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28 https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946 https://mobile.va.gov/sites/default/files/files/VAMobileStyleGuide508compliant.pdf https://mobile.va.gov/sites/default/files/files/VAMobileStyleGuide508compliant.pdf http://vaww.va.gov/6102/templates/VA_Intranet_Redesign_Template.asp https://www.va.gov/opa/publications/graphicstandards/VA_508_GraphicStandardsGuide_013113.pdf https://www.va.gov/opa/publications/graphicstandards/VA_508_GraphicStandardsGuide_013113.pdf https://github.com/18F/api-standards https://github.com/WhiteHouse/api-standards https://sourcecode.cio.gov/OSS/ https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1216669&FileName=VA118A-14-I-0032-003.pdf https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1216669&FileName=VA118A-14-I-0032-003.pdf https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=9004 https://www.va.gov/LIBRARY/Patient_Education.asp

3.0 SCOPE OF WORK

VA’s connected care technology network is an enterprise-wide, complex, and diverse system for the distribution, support, and sustainment of health care and related services. The scale of the program and its basis in unique, VA-developed products requires highly specialized industry support to successfully perform, implement and execute at the scope and complexity required by all program support integration functions. Program integration and project management support serve as the backbone of the product development and service delivery processes to ensure that the implementation of all VA-built products and services are tightly integrated and carefully coordinated with communications and training activities. The Contractor shall provide integrated services and solutions in support of VA connected care technologies.

For the purposes of this contract, connected care is defined as the use of electronic information or telecommunications technologies to support health care delivery, patient and professional health-related education, public health, and health administration at a distance. “Connected care technologies” are defined as the combined VA ecosystem of clinical video equipment and software; store and forward technologies; web and mobile health applications; software-as-a-service (SaaS) / platform-as-a-service (PaaS) technologies; commercial-off-the-shelf (COTS) software products; mobile medical devices, peripherals, and wearables; remote patient monitoring technologies; online health portals; future connected care technologies; and ancillary items.

The Contractor shall provide support services in the following functional areas, as defined in PWS Section 5.2 below, which establishes all general requirements for the services performed under this contract. Specific requirements will be defined by VA at the individual Task Order (TO) level. To ensure integration across the program, the Contractor shall coordinate with all key stakeholders in the performance of orders placed against this contract.

Functional Areas:

a) Program Management and Program Integration Support (PWS 5.2.1)

b) Project, Release, and Implementation Management Support (PWS 5.2.2)

c) Communications Support (PWS 5.2.3)

d) Training Development, Delivery, and Implementation (PWS 5.2.4)

The Contractor shall identify a single point of contact for each functional area that shall act as the representative and program lead for all work done under that functional area and support integration across functional areas.

As part of the performance under this IDIQ, the Contractor and/or its subcontractors shall be required to work with other Government Contractors (firms working with the Government under other contracts), including those Contractors supporting the CCIN and CCPC contracts. In performance of this IDIQ, the Contractor shall provide full cooperation with all Contractors working for and on behalf of OCC.

Upon award, the COR will establish initial contact between the Contractor and other Contractors. All stakeholders shall participate in the meeting. Nondisclosure forms between Contractors shall be executed as appropriate.

Due to the nature of connected care support, the Government may incorporate changes to this contract in response to a national emergency (i.e. global pandemic or other public health crisis) and/or Congressional or VA mandate (i.e. mandated expansion of current programs or the pilot of new technologies/services).

Attachment C, Deliverables, is supplemental to and made a part of this PWS. The attachment summarizes the set of deliverables that shall be provided under the base contract.

4.0 PERFORMANCE DETAILS

4.1 CONTRACT TYPE

As this contract is a single-award IDIQ contract, performance details will be further outlined at the task order level.

4.2 PERFORMANCE PERIOD

The period of performance is anticipated to be five-years from the date of award, with two, one-year performance-based optional ordering periods. Any work that takes place at a Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO).

The Federal holidays set by law (USC Title 5 Section 6103) that VA follows are outlined here: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview

4.3 PLACE OF PERFORMANCE

The place of performance shall be identified in the individual TO. Tasks under this PWS shall primarily be performed at Contractor facilities but may include Government sites in the United States or its territories, as defined at the TO level.

4.4 TRAVEL

The Government anticipates travel to meet the requirements of specific TOs under this effort, as well as to attend program-related meetings or conferences throughout the PoP.

Travel and per diem will be reimbursed in accordance with Federal Acquisition Regulation 31.205-46 as well as Federal Travel Regulations. The Contractor shall submit invoices that include copies of all receipts that support the travel costs claimed in the invoice. Travel must be pre-approved by the COR. Travel must be priced separately in the task order/delivery order price schedule. Local travel within a 50-mile radius from the Contractor’s facility is considered the cost of doing business and will not be https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview reimbursed unless prior approval is obtained from the COR. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed. Travel, subsistence, and associated labor charges for travel time for travel beyond a 50-mile radius of the Contractor’s facility are authorized on a case-by-case basis and must be pre-approved by the COR.

Total travel cost shall not exceed the travel amount in the task order/delivery order price schedule. The Government will not be responsible for any relocation expenses associated with moving Contractor personnel (even if a replacement is required) to the Washington, DC, commuting area or other job sites as may be identified either initially, or if necessary, with replacement of personnel.

In addition, TDY to a Government facility within the effort doesn’t change the Place of Performance to the Government Site.

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

Following the transition activities conducted by the incumbent Contractor as prescribed in FAR Part 52.237-3, Continuity of Services, the Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline, and tools to be used in execution of the base contract. 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 a communications plan to demonstrate how the Contractor will coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS.

The draft baseline CPMP shall be delivered with the Contractor’s proposal and updated after award by the fifth business day of the following month in accordance with Attachment C, Deliverables. The Contractor shall update and maintain the approved CPMP throughout the period of performance. Additional Contractor Project Management requirements will be defined at the individual TO level.

Deliverable:

A. Contractor Project Management Plan

5.1.2 POST-AWARD CONFERENCE

The Contractor shall coordinate and administer a Post-Award Conference with key stakeholders and subject matter experts (SMEs), all of whom shall be identified by the OCC Project Manager (PM) / Contracting Officer’s Representative (COR). The

Contractor shall schedule the Conference within 10 business days after contract award or as agreed upon between the COR, the CO, and the Contractor.

At the Conference, the Contractor shall present the details of the intended approach for managing the base contract, including the final Transition-In Plan (PWS 5.1.7). The Contractor shall electronically deliver Post-Award Conference Meeting Minutes and an Action Item Summary to the VA PM/COR and all meeting participants no later than 3 business days after conclusion of the Post-Award Conference.

Deliverables:

A. Post-Award Conference Meeting Minutes B. Action Item Summary

5.1.3 TASK ORDER KICKOFF MEETINGS

Kickoff meetings, if required will be identified at the TO level. The purpose of each meeting is for the Contractor to brief the Government on how it intends to meet all requirements of the TO. At the Government’s discretion, kickoff meetings may be held on-site at the Contractor’s facility, Government facility, or by telephone or virtual meeting platform conference.

5.1.4 PROGRAM REVIEWS

Each quarter or more frequently at the Government’s direction, the Contractor shall conduct Contract Level Program Reviews. The reviews shall be planned and conducted jointly with the CCIN Contractor. At the Government’s discretion, Program Reviews may be held on-site at the Contractor’s facility, Government facility, or by telephone or virtual meeting platform conference. These Program Reviews shall address and provide in-depth information on program progress and all functions summarized by TO(s). The Contractor will coordinate the meeting agenda with the VA COR/PMs, subcontractors, and the CCIN Contractor.

The Contractor shall provide Program Review Minutes, an Action Item Summary, and Schedule, electronically, to the VA PM/COR and all meeting participants no later than 3 business days after conclusion of the Program Review.

Deliverables:

A. Meeting Agenda B. Program Review Minutes C. Action Item Summary D. Meeting Presentations

5.1.5 REPORTING REQUIREMENTS

The Contractor shall provide the VA PM/COR with Monthly Program Integration Support Progress Reports in electronic form in Microsoft Word and Project formats. The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding Month.

The Monthly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The Contractor shall monitor performance against the CPMP and Quality Control Program (QCP) Plans and report any deviations. It is expected that the Contractor will keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues.

Additional Reporting Requirements will be defined at the individual TO level.

Deliverable:

A. Monthly Progress Report

5.1.6 QUALITY CONTROL

The Contractor shall develop, maintain, and implement an effective QCP to ensure services are performed in accordance with this PWS. The Contractor shall create a QCP Plan that defines the procedures to identify, prevent, and ensure non-recurrence of defective services, and where relevant, establish a new process agreed upon by all stakeholders. The QCP is the means by which the Contractor assures that work complies with the requirements of all orders exercised against the contract.

The draft QCP Plan shall be delivered with the Contractor’s proposal. The final QCP Plan shall be delivered within 30 business days after contract award and updated monthly thereafter.

Deliverable:

A. Quality Control Program Plan

5.1.7 TRANSITION SUPPORT

5.1.7.1 TRANSITION-IN

The Transition-In Task permits for an effective transition from incumbent Contractor to a new Contractor. The Contractor shall submit a Draft Transition-In Plan as part of its proposal. This plan will be incorporated into the Contract at time of award and is the basis for contract performance during the transition-in period. Throughout the transition-in period, it is essential that attention be given to minimizing interruptions or delays to work in progress that would impact the mission.

The Contractor shall appoint a suitable qualified representative as a point of contact (POC) for the transition-in period. This person shall be the Contractor representative responsible for management of the transition-in activities and shall have primary responsibility for the establishing the initial program management framework. In addition, the Contractor shall initiate due diligence activities immediately upon award.

Transition-in activities for the incoming Contractor should include onboarding of personnel following contract award, activity associated with the documentation, learning, and understanding with defined tasks. During transition-in, the Contractor shall:

a) Define and maintain method for validating and documenting the transition-in period and associated timelines in the Transition-In Plan;

b) Define and maintain a standard transition-in methodology that adheres to best practices;

c) Support and assist VA in developing shared governance processes during transition-in;

d) Collaborate with VA to identify program reporting requirements during transition-in;

e) Report and track the status of critical deliverables and milestones during transition-in.

The draft Transition-In Plan shall be delivered as a part of the Contractor’s proposal.

The Contractor shall submit a Final Transition-In Plan within 5 business days after award. The Government anticipates that the transition-in period shall not exceed 180 calendar days from final Transition-In Plan acceptance after which the Contractor shall assume all operational responsibilities for the services under this contract and all exercised TOs. Should that timeline change, it will be reflected at the TO level.

The Contractor shall provide Weekly Transition-In Status Reports and maintain performance commitments during the transition-in period.

Deliverables:

A. Transition-In Plan B. Weekly Transition-In Status Reports

5.1.7.2 TRANSITION-OUT

The Contractor shall provide transition-out services should the follow-on contract be awarded to a Contractor that is not the incumbent or if a follow-on contract is not solicited. At the commencement of transition-out service period, the Contractor shall appoint a suitable qualified representative as a POC for transition-out services. The Contractor shall identify and document all open items during the transition-out, determine a resolution date, and obtain VA concurrence for any items that will not be closed prior to completion of the Transition-out. The Contractor shall support the transition-out period and provide on-site support, if required, to facilitate parallel transition-out and operations activities.

At the conclusion of this contract and each TO, the Contractor shall ensure a smooth transition during the successor’s phase-in period. The Contractor shall aid the successor in the development of plans, procedures, and methods for assumption of all on-going work. The Contractor shall provide an orderly transition-out of work acceptance and accomplishment, so that full control by the successor is achieved by the end of the phase-out period. This shall include formal coordination with Government staff and successor staff and management. It shall also include delivery of copies of all artifacts delivered under this contract and all TOs and delivery of baseline metrics and statistics.

It is anticipated that some work requirements will be in progress through the phase-out period of this contract and all TOs. Because interruptions or delays to the work will adversely affect OCC’s mission, the Contractor shall provide maximum cooperation with the successor while ensuring that no work receives inadequate attention during phase-out. The Contractor shall plan to transition all operational responsibilities to the successor within 90 calendar days and provide an additional 30 calendar days of support should questions or other concerns arise in the phase-out of all support. Should that timeline change, it will be reflected at the TO level.

The Contractor shall develop a Transition-Out Plan for Government approval that includes but is not limited to:

a) Overall transition-out methodology, key activities, and operating results;

b) Any and all applicable acceptance criteria provided and approved by the VA;

c) Providing VA with a current inventory of all Government-owned assets and GFI used by the Contractor, along with full support to the VA in the return and reconciliation of this inventory;

d) An outline of how the Contractor intends to work with VA or VA’s designee(s) to ensure an orderly transfer of the services (the risks considered shall be clearly stated and an explanation shall be provided for how the Contractor’s solution and approach will reduce the impact of these risks);

e) Requirements for collaboration with VA or VA’s designee(s) to ensure an orderly transition-out of the services;

f) Roles and responsibilities of the Contractor during the Transition-out Services period. The description of the Transition-out for each function, including the methodology for the transfer of knowledge between the Contractor’s personnel and the personnel who will be responsible for providing services in the future;

g) Identification of risks in the transfer process, risk minimization strategies, and preventive measures;

h) How the quality and level of services and or service levels will be achieved during the transition-out period;

i) Description from the Contractor as to how insufficiently documented systems, processes, etc. are treated;

j) Description of change and release management, including all approvals and certifications by VA;

k) Diagram of how the transfer of the services will be organized;

l) Contractor’s description of the process for checking the Transition-Out Plan, including the terms which state that VA may monitor such process;

m) Actions to support a smooth and uninterrupted transfer of all activities and services to a successor;

n) Turn-in of all Government keys, ID/access cards, and security codes;

o) Providing VA with current versions of all historical data and technical documentation relating to processes, Concept of Operations (CONOPS), operational procedures, standard operating procedures, guidelines, status reports, and other pertinent information needed to continue the services being performed by the Contractor;

p) Providing “shadowing” and other knowledge transfer meetings and opportunities to facilitate the transfer of information, processes, and data needed to continue the services being performed by the Contractor;

q) Providing up-to-date program/project management documents, including, but not limited to: status reports, schedules, status of identified risks and mitigations, and other documents.

The Contractor shall develop and submit the Transition-Out Plan at least 90 calendar days before the end of the base contract. The plan shall be approved by the COR and shall contain a milestone schedule of events and application/system turnovers. The Contractor shall transition with no disruption in operational services. Once approved, the Contractor shall execute the Transition-Out Plan. Until the transition-out period is complete, the Contractor shall take action to update the Transition-Out Plan, including the impacts of issues and risks which are identified by the Contractor and VA. The Contractor shall also propose changes to the Transition-out Plan when asked to do so by VA. Changes to the Transition-out Plan must be approved by VA in writing. The Contractor shall provide Weekly Transition Status Reports and maintain performance commitments during the Transition-Out Period.

The Contractor shall transition all VA-owned equipment and assets used to test new product assessments and integration and/or troubleshoot connected care network bugs and issues to the VA or successor Contractor in operational condition and configured with up-to-date firmware and software that reflects the connected care network’s current operational environment.

Deliverables:

A. Transition-Out Plan B. Weekly Transition-Out Status Reports C. Configured VA-Owned Equipment

5.2 FUNCTIONAL AREAS

5.2.1 PROGRAM MANAGEMENT AND PROGRAM INTEGRATION SUPPORT

The Contractor shall assist with program management, program-level integration, and planning activities for the VA connected care technology network and develop strategies to increase adoption of connected care technologies among the VA health care provider and Veteran communities. The Contractor shall provide systems integration support for the VA connected care technology network to ensure that all components of digital services, apps, software, platforms, architecture, and equipment work together seamlessly to enable VA’s connected care technology system to provide safe, effective, and quality medical and critical care. To ensure integration across the program, the Contractor shall be required to coordinate program activities and dependencies with the Government and any additional contractors working with OCC.

Overall, the Contractor shall provide support for:

a) Assistance with strategic planning;

b) Knowledge management;

c) Program management across the connected care technology network.

d) New and emerging technology scouting, including, building proofs of concept, and studying the feasibility of new connected care technologies;

e) Providing a connected care technology capability that scans the connected care environment for new innovative technologies that are tested for potential integration into the Connected Care Network, i.e. in a testing lab operated through the CCIN contract;

f) Change management, including managing cross-program dependencies.

g) Process engineering, including assistance with standards, definitions, process models, best practices, and policy as well as process improvement. This support will include both business and technical requirements;

h) Assistance with incident response management and coordination;

i) Assistance to the Government in establishing and maintaining, and monitoring governance structures; and

j) Managing dependencies across connected technology development applications, COTS software products, SaaS platforms, shared services, and architecture enhancements that are developed in parallel.

The Contractor shall assist the VA in ensuring that OCC program goals are met by providing recommendations for VA decision-making as well as identifying/presenting ideas and approaches to solving program issues that have impacts on quality, scope and schedule. The Contractor shall actively seek information from OCC Project Managers regarding risk, issues, requirements, design, or solutions in support of OCC-wide dependencies.

Artifacts may be required at the task order level. These program-level artifacts may include but are not limited to the following:

a) Plans

b) Presentations

c) White papers

d) Memoranda

e) Schedules and calendars

f) Reports

g) Action items

h) Risk registers

i) Lessons learned

j) Checklists

k) Trackers

l) Dashboards

m) Proofs of concept

n) Studies and research papers

o) Data collection and analyses

p) Best practices

q) Standard operating procedures (SOPs)

r) Service level agreements (SLAs)

s) Standards

t) Models

u) Diagrams

v) Wireframes

w) Slide decks

x) Roadmaps

y) Charters

Program management and program integration support may include but are not limited to the following specific tasks:

5.2.1.1 OCC OUTREACH PLANNING ASSISTANCE

The Contractor shall provide support to the VA by assisting in developing and implementing an overarching outreach, print, and digital OCC Communication and Outreach Planning, based on VA and health care industry best practices, that focuses on VA connected care technologies.

At a minimum, the Contractor shall provide support for:

a) Facilitating Veteran and VA-provider adoption of VA connected care technologies;

b) Consistent messaging and communications coordination across a multichannel outreach platform targeted towards diverse stakeholders;

c) Improving Veteran satisfaction and access to care;

d) Education, training, and outreach campaign optimization and the use of analytics in campaign planning;

e) Branding VA connected care technologies;

f) Organic social media strategy, planning, and key digital outreach techniques;

g) Media training for OCC spokespersons;

h) Creating an evolving VA-style for OCC web services and online education, training, and outreach platforms that ensures a consistent look and feel and a user-friendly experience;

i) Performing education, training, and outreach website design, content management, web page updates, and search engine optimization;

j) Improving the training development process and increasing the efficacy and value of all connected care technology training;

k) Identifying, defining, and outlining key outreach channels and partners,

l) Defining and tracking key web analytics;

m) Complying with VA enterprise 508 and web services requirements;

n) Supporting leadership presentation needs for internal and external presentations,

5.2.1.2 TELEHEALTH SYSTEMS AND APPLICTIONS RELEASE,

IMPLEMENTATION, AND DEPLOYMENT PLANNING

The Contractor shall provide support (including SMEs, licensed clinical experts, or experts with applicable VA certifications (i.e., Home Telehealth, Synchronous, or Asynchronous Master Preceptor program certifications)) to assist the VA in implementation of its overarching strategy that governs all Telehealth Release and Deployment activities, including Government, Telehealth, and health care industry best practices for large-scale system deployment.

The Telehealth Release and Deployment Planning details methodologies to drive awareness and adoption of Telehealth initiatives among VA clinicians, Telehealth Managers, Schedulers, Facility Telehealth Coordinators, and all additional stakeholders.

At a minimum, the Contractor shall provide support for:

a) Encouraging Telehealth systems, applications, and initiatives adoption among critical stakeholders, to include VA clinicians, Telehealth Managers, Schedulers, Facility Telehealth Coordinators;

b) Engagement with Telehealth Field Advisory Committees;

c) Coordination of new Telehealth system and application version releases and deployment activities, including:

1. Field site visits;

2. Deployment site readiness;

3. Identification of Telehealth Champions (super users, i.e. Master Preceptors, Providers, Telehealth staff, and leadership) and Champion engagement;

4. Deployment coordination with Telehealth Field Advisory Committees, which include Telehealth Managers, Schedulers, and Facility Telehealth Coordinators;

5. Maintaining release schedules and deployment activity schedules;

6. Development of a Telehealth systems and applications site deployment checklist; and

7. Identifying and monitoring Telehealth version deployment risks and challenges.

d) Development of Telehealth release, implementation, deployment, and outreach strategy, materials, and sustainment;

e) Delivery of virtual forums, office hours, call the experts, and live training to Champions and end-users;

f) Telehealth field support visits planning, coordination, and implementation; and

g) Developing a Telehealth Sustainment, Release, Implementation, and

Deployment Competency Checklist that outlines all activities for systems and application version releases.

5.2.2 PROJECT, RELEASE, AND IMPLEMENTATION MANAGEMENT SUPPORT

The Contractor shall provide project, release, and implementation management and support services for VA connected care technologies and associated OCC projects. The Contractor shall assist in planning, implementing, monitoring, controlling, and evaluating connected care technology development and/or OCC project progress throughout each project phase. The Contractor shall assist the Government by monitoring projects to ensure they are delivered on time, on budget, and with high-quality results. The Contractor shall track, coordinate, facilitate, and evaluate project, release, and implementation activities and provide recommendations for VA decision-making as well as identifying/presenting ideas and approaches to solving program/project issues that have impacts on scope, cost, and schedule. The Contractor shall actively seek information from OCC Project Managers regarding risks, issues, requirements, designs, or solutions in support of the project and OCC-wide dependencies.

The Contractor shall support project, release, and integration management functions such as:

a) Agile process management and coordination;

b) Requirements elicitation, management, and analysis;

c) Meeting facilitation and internal communications;

d) Research and technical analysis, including surveying, preparing logical and physical data models, reviewing prototypes or proofs of concept, and creating wireframes and/or visual prototyping;

e) Human-Centered Design (HCD) / Human Factors Engineering (HFE);

f) Lifecycle price/cost estimation;

g) Project scheduling, roadmap development, and management dashboard creation (i.e. Integrated Master Schedule, Work Breakdown Structure, and critical path);

h) Process improvement and business/clinical workflow design and assessment,

i) Project-level risk and change management;

j) Performance and knowledge management;

k) Business and technical writing, including reporting, technical documentation development such as standards, manuals, and guides;

l) Project and internal communications tool support (i.e. Microsoft (MS)

SharePoint, Atlassian Jira/Stash/Confluence, MS Teams, or other technology in use by VA);

m) Internal and external stakeholder coordination;

n) Implementation and deployment support, including engagement and adoption planning and tracking;

o) Authority to Operate (ATO) coordination and documentation development

p) Lessons learned development and management; and

q) Metrics and analytics, including data collection, visualization, dashboard development, and assisting OCC in developing/refining key performance indicators (KPI).

Artifacts may be required at the task order level. These project-level artifacts may

a) Plans

b) Presentations

c) White papers

d) Memoranda

e) Schedules and calendars

f) Reports

g) Action items

h) Risk registers

i) Lessons learned

j) Checklists

k) Trackers

l) Dashboards

m) Proofs of concept

n) Studies and research papers

o) Data collection, questionnaires, and analyses

p) Best practices

q) Technical standards

r) Models

s) Diagrams

t) Wireframes and visual prototypes

u) Slide decks

v) User stories and epics

w) Manuals

x) Guides

y) Roadmaps

z) Product/Project requirements, acceptance criteria, and test scripts

aa) Product/Project metrics and analytics

bb) SLAs

cc) SOPs

dd) Charters

ee) Meeting minutes

ff) Agendas

gg) ATO and other app policy documentation

Project, release, and implementation management support may include but is not limited to the following specific tasks:

5.2.2.1 DATA COLLECTION, METRICS, ANALYTICS, AND EVALUATION

SUPPORT

The Contractor shall provide data collection, refinement, and analytics support for VA’s portfolio of connected care technologies, including mobile medical apps, web portals, and telehealth technologies, in support of OCC processes such as design, development, implementation, and evaluation. At a minimum, the Contractor shall:

a) Assist in refining existing OCC app KPIs, user segments, and goals;

b) Measure, assess, and report the release/deployment performance of connected care technologies against app KPIs, including developing detailed trend analyses of usage reports, user adoption, and effectiveness statistics at the end-user level, and analyze this performance for improvement;

c) Track and report the impact of architecture and infrastructure changes, feature enhancements, and outreach efforts on KPIs and develop recommendations for improvement;

d) Track feature alignment with end-user priorities;

e) Monitor logs for any product lag and report to VA PM for potential remediation.

f) Analyze end-user feedback for trends and suggest potential enhancements for

VA prioritization;

g) Log app usage metrics, including operating system, mobile application version, and type of web browser organized by day, week, and month for each application;

h) Develop web-accessible reporting, metrics, and analytics dashboards; and

i) Provide needs assessments, gap analyses, and evidence-based reports.

At a minimum, the Contractor may…