AudioCARE_PWS.docx

Great Plains Area/Belcourt Service Unit

Quentin N Burdick Memorial Healthcare Facility in Belcourt, ND

AudiCARE Standard MSS and License Renewal Services

Performance Work Statement for AudioCARE License Renewal Services 5/13/2026

Document Revision History

[Example – Post-award]

5/13/2026

0X

0Y

0Z

[Note: The document revision history is most useful for tracking changes in a major acquisition. It may not be needed for less complex acquisitions. Pre-award, it can be used internally by the agency to track the origin of and/or changes to specific requirements (not included in the solicitation when released). Post-award, it can be used to provide a centralized list of changes incorporated by modification.]

Table of Contents

Note that while, as a matter of policy, some agencies require the government to prepare the PWS, the guidance at FAR 37.602(a) stipulates that “a Performance work statement (PWS) may be prepared by the Government or result from a Statement of objectives (SOO) prepared by the Government where the offeror proposes the PWS.”

Performance Work Statement (PWS) for the AudioCARE License Renewal Services

The mission of the Indian Health Service (IHS) is to raise the health of American Indians and Alaska Natives. This acquisition supports continued operation of the AudioCARE system for pharmacy communications.

1.2 Objective

The purpose of this procurement is to renew the AudioCARE Standard Plan License and Maintenance & Support Services (MSS) to ensure uninterrupted system functionality, technical support, hardware coverage, and SMS communication capability for the Pharmacy Department.

1.3 Scope of Work

Contractor shall provide Standard Plan License Renewal and Maintenance and Support Services (MSS) for the AudioCARE platform and associated modules currently installed at QNBMHCF. Services shall include comprehensive software maintenance, technical support for the AudioCARE Server, and customer service support for all installed AudioCARE applications.

1.4 Background

The Quentin N. Burdick Memorial Health Care Facility (QNBMHCF), an Indian Health Service (IHS) facility located in Belcourt, North Dakota, utilizes the AudioCARE patient communication system to support Pharmacy Department operations and patient engagement.

AudioCARE provides automated telephone and SMS communication services that enable prescription refill processing, appointment reminders, cancellation notifications, patient inquiries, disease management communications, and wellness messaging.

AudioCARE systems are licensed annually. Maintenance and Support Services (MSS) are contingent upon a valid License Renewal contract. MSS are not available without an active License Renewal agreement.

1.5 Type of Contract Contemplated

Firm-Fixed-Price (FFP)

1.6 Period of Performance

June 1, 2026 – May 31, 2027

1.6.1 Option to Extend Services (FAR 52.217-8)

The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor.

The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months.

The Contracting Officer may exercise the option by written notice to the Contractor within 30 calendar days.

1.7 Place of Performance

QNBMHCF, Belcourt, North Dakota, with remote support.

1.8 Security Requirements

The following documents are mandatory for contract performance:

Federal Information Security Modernization Act (FISMA) https://www.dhs.gov/fisma (Applies to system security requirements for federal information systems.)

Federal Information Processing Standards (FIPS) Publications https://csrc.nist.gov/publications/fips (Applies to encryption and security controls where applicable.)

NIST Special Publication 800-53, Revision 5 – Security and Privacy Controls for Information Systems and Organizations https://csrc.nist.gov/publications/detail/sp/800-53/rev-5/final (Applicable to safeguarding federal information systems and data.)

Health Insurance Portability and Accountability Act (HIPAA) https://www.hhs.gov/hipaa/index.html (Applies to the protection, use, and disclosure of protected health information (PHI), including administrative, physical, and technical safeguards.)

Health Information Technology for Economic and Clinical Health (HITECH) Act https://www.hhs.gov/hipaa/for-professionals/special-topics/hitech-act-enforcement-interim-final-rule/index.html (Strengthens HIPAA requirements, including breach notification and enforcement provisions for electronic protected health information (ePHI).)

Section 508 of the Rehabilitation Act (29 U.S.C. § 794d) https://www.section508.gov (Applies to accessibility requirements for electronic and information technology. The Contractor shall ensure all applicable system components and interfaces are compliant.)

HHS Information Security and Privacy Policy (IS2P) https://www.hhs.gov/ocio/policy/index.html (Applies to all HHS systems and data handling.)

2.0 Specific Requirements/Tasks

2.1 Task One – License Renewal

The Contractor shall renew all AudioCARE licenses required to maintain full system functionality, including all modules and associated components identified in this contract. Renewal shall ensure no interruption in service. Renewal will consist of:

· VoIP server that includes 4 Ctalk telephone lines

· Licenses for 8 additional phone lines

· Patient initiated contact management for text messaging

· Automated cancellation notification via telephone and text messaging

· Automated reminder notification via telephone and text messaging

· Refill prescription inquiry and refills via telephone

· Prescription Inquiry and refills via telephone

· Patient inquiries via telephone

· Ad-hoc communications and patient surveys which include wellness health messages, drug and equipment recalls

· Disease Management monitoring and in home messaging surveys enhancements. Includes AutoRUN function to schedule the start and stop of recurring communications and via text messaging

· Integrates with the Quentin N Burdick Hospitals electronic healthcare record system

2.2 Task Two – Hardware Maintenance

2.2.1 Hardware Maintenance

The Contractor shall provide hardware maintenance and support for the AudioCARE system, including repair and replacement of defective components.

· Replacement of failed hardware shall be provided within one (1) business day of issue identification.

· The Contractor shall ensure continued system operability during maintenance activities.

2.3 Task Three – Software Support

2.3.1 Software Support

The Contractor shall provide ongoing software support for the AudioCARE system, including:

· Installation of updates, patches, and upgrades

· Troubleshooting and resolution of system issues

· Maintenance of system functionality and compatibility

2.4 Task Four – System Support

2.4.1 System Support

The Contractor shall provide system support services, including:

· Helpdesk support and technical assistance

· Issue tracking and resolution

· User support for system-related problems Support shall be available during standard business hours unless otherwise specified.

2.5 Task Five – SMS Services

2.5.1 SMS Services

The Contractor shall provide SMS messaging services to support AudioCARE system operations.

· Services shall include access to the SMS platform and message delivery

· The Contractor shall provide up to 120,000 messages annually

· The Contractor shall ensure reliable message transmission and system availability

3.0 Contractor Quality Assurance

The Contractor shall ensure the quality of services provided under this contract, including:

· Maintaining system uptime and operational availability

· Providing timely response to service requests and incidents

· Delivering all services in accordance with contract requirements

· Ensuring successful and continuous system performance The Government reserves the right to monitor performance and require corrective action if standards are not met.

4.0 Delivery or Deliverables

The Contractor shall provide the following deliverables for each AudioCARE Maintenance and Support Service (MSS) component and SMS platform item listed in the contract.

4.1 MSS License Renewal Deliverables (All Standard MSS Items) Applies to:

· ACS-SO-4

· ACS-U-4

· AudioContact

· AudioCancel / TM-Cancel

· AudioReminder / TM-Reminder

· AudioRefill

· AudioInquiry

· AudioCommunicator STD

· AudioCommunicator DM

· TMCommunicator Deliverables:

· License renewal certificate or proof of entitlement for each item

· Documentation confirming active maintenance and support coverage

· List of included features/functions per module (as described in contract) Delivery Timeline:

· Within 5 business days of contract award and renewal

Notice to contractors:

All information and data related to this project that the contractor gathers or obtains shall be both protected from unauthorized release and considered the property of the government. The contracting officer will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this contract. Press releases, marketing material, or any other printed or electronic documentation related to this project, must not be publicized without the written approval of the contracting officer.]

5.0 Meetings

For all meetings, the Contractor shall be responsible for providing meeting materials, as well as administrative and facilitation support, including agendas, presentations, and meeting minutes.

Meetings shall be conducted at the Quentin N. Burdick Memorial Health Care Facility (QNBMHCF), Belcourt, North Dakota, or via teleconference/virtual platform, as approved by the Contracting Officer or Contracting Officer’s Representative (COR).

5.1 Post-Award Kickoff Meeting

Within ten (10) business days of contract award, the Government will conduct a post-award kickoff meeting. The specific date and time shall be mutually agreed upon.

The purpose of the kickoff meeting is to:

· Review contract requirements and performance expectations

· Confirm roles and responsibilities

· Establish communication procedures

· Address any initial questions or concerns

6.0 Acceptance Criteria

Acceptance by the contracting officer or contracting officer representative and based upon:

Confirmation of uninterrupted system operation Active MSS coverage verification Vendor support availability No service interruption at the beginning of the Period of performance Section 508 compliant and other security requirements

6.1 Inspection and Accountability

The Contractor shall:

· Verify receipt and condition of Government-furnished equipment and information upon access

· Report any discrepancies or damage to the COR within two (2) business days

· Not remove Government property from the facility without prior approval

7.0 Government Furnished Equipment (GFE)

The Government will provide access to existing AudioCARE system hardware located at QNBMHCF, including:

· AudioCARE VoIP Server (ACS-SO-4)

· Associated telephony infrastructure supporting licensed phone lines

7.1 Condition:

All equipment is provided in “as-is” condition.

The Contractor shall be responsible for:

· Supporting and maintaining the equipment under the MSS agreement

· Notifying the Government of any deficiencies or failures

7.2 Government Furnished Property (GFP)

No additional Government Furnished Property will be provided under this contract beyond the existing system components identified above.

7.3 Limitations

In accordance with FAR 45.102, the Contractor is responsible for providing all property and resources necessary to perform this contract, except for those explicitly identified as Government-furnished.

8.0 Glossary of Abbreviations and Acronyms

[A Note About Restrictive Legends:

All government-generated technical documents specific to a given solicitation are sensitive in that any competitor’s advance knowledge of their contents could be construed to give that offeror a competitive advantage over the other participants. Therefore, we recommend that until release of a draft or final solicitation, PWSs and all other procurement documents include a footer on every page containing language like the following:

Source Selection Information—See FAR 2.101 and 3.104 Your agency may have its own preferred restrictive legend. Check with your supervisor, policy department, agency FAR supplement, or the Office of General Counsel.]

CONTRACTOR AUTHORITY:

1. Authority

1.1. No person other than the Contracting Officer has authority to bind the Government with respect to this contract.

1.2. No action or omission of any government employee or representative other than the Contracting Officer shall increase or decrease the scope of this contract or shall otherwise modify the terms and conditions of this contract.

1.3. In no event shall any of the following be effective or binding on the Government or imputed to the Contracting Officer with respect to this contract:

1.3.3.A promise by anyone other than the Contracting Officer to provide additional funding or make payments; or

1.3.4. An order, direction, consent, or permission from anyone other than the Contracting Officer to:

1.3.4.1. Incur costs in excess of a specified estimated cost, allotment of funds, or other ceiling; or

1.3.4.2. Expend hours in excess of a specified level of effort.

COR INFORMATION:

Tiffany Parisien Quentin N Burdick Memorial Health Care Facility Belcourt Indian Health Service Pharmacy Administrative Support Assistant 1300 Hospital Loop PO Box 160 Belcourt, ND 58316 Tiffany.Parisien@ihs.gov PWS for <Project> Page 2 of 15

Source Selection Information—See FAR 2.101 and 3.104 [This footer applies during internal development of the PWS. Remove the footer when officially releasing the PWS to vendors as a draft for comment or in the formal solicitation] Source Selection Information—See FAR 2.101 and 3.104 Developed by Virtual Acquisition Office™ for federal government use and customization.

Table 1: Model for List of Deliverables For fixed-price line items:

OR

Period of performance SOW reference*

Standard MSS

ACS-SO-4

4.1

ACS-U-4

4.1

Standard MSS AudioContact

4.1

AudioCancel

4.1

AudioReminder

4.1

AudioRefill

4.1

AudioInquiry

4.1

AudioCommunicator STD

4.1

AudioCommunicator DM

4.1

4.1

TM-Cancel

4.1

TM-Reminder

4.1

TMCommunicator

4.1 image1.jpeg