ESBD_429610_1753730695051_HHS0015624_ RFO Video Surveillance.pdf

Version 2.10 RFO No. HHS0015624 Page 1 of 88

Cecile E. Young, Executive Commissioner

Request for Offers (RFO) for

Video Surveillance - Health and Specialty Care System (HSCS)

RFO No. HHS0015624

Date of Release: July 28, 2025

Responses Due: August 25, 2025

NIGP Class/Item Codes:

*838-83: Telecommunication, Internet Protocol, Network Monitoring, Surveillance, Intrusion Detection Systems and Networking Products *990-80: Surveillance Services

*Automated Information Systems (AIS)

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Contents ARTICLE I. Executive Summary, Definitions, and Authority

1.1 Introduction

1.2 Definitions

1.3 Authority

ARTICLE II. SCOPE OF WORK

2.1 Description of Services

2.1.1 Transition Requirements

2.1.2 Maintenance and Support Requirements

2.1.3 Infrastructure Requirements

2.1.4 Project Management Requirements

2.1.5 Personnel and Staffing Requirements

2.1.6 Training Requirements

2.1.7 Reporting Requirements

2.1.8 Security Requirements

2.1.9 Design and Installation Requirements

2.1.10 Deliverables Requirements

2.1.11 Key Performance Measures and Liquidated Damages

2.1.12 Turnover Requirements

2.1.13 Ad Hoc Service Request

2.1.14 Supplemental Services

2.2 Contract Award, Term, and Historical Compensation

2.2.1 Contract Award and Execution

2.2.2 Contract Term

2.2.3 Historical Compensation

2.3 No Guarantee of Volume, Usage, or Compensation

2.4 Data Use Agreement and Security Privacy Inquiry

ARTICLE III. Administrative Information

3.1 Schedule of Events

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3.2 Ambiguity, Conflict, or Discrepancy

3.3 Inquiries

3.3.1 Sole Point of Contact

3.3.2 Exceptions to Sole Point of Contact

3.3.3 Prohibited Communication

3.3.4 Solicitation Questions

3.4 Pre-proposal Conference

3.4.1 Attendance

3.4.2 Pre-proposal Conference Logistical Information

3.4.3 Questions During Pre-proposal Conference

3.5 Solicitation Response Composition

3.5.1 General Information

3.5.2 Page Limit and Supporting Documentation

3.5.3 Discrepancies

3.5.4 Exceptions

3.5.5 Assumptions

3.5.6 Binding Offer

3.6 Solicitation Response Submission and Delivery

3.6.1 Deadline

3.6.2 Submission Option

3.6.3 Submission Checklist

3.6.4 Labeling and Delivery for USB Submission and Other Materials

3.6.5 Modifications and Withdrawals

ARTICLE IV. Solicitation Response Evaluation and Award Process

4.1 Conformance with State Law

4.2 Best Value Determination

4.2.1 Selection Methodology

4.2.2 Minimum Qualifications

4.2.3 Initial Compliance Screening

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4.2.4 Written Solicitation Response Evaluation

4.2.5 Written Response Evaluation Criteria

4.2.6 Best and Final Offer (BAFO)

4.2.7 Final Written Response Score

4.2.8 Summary of Best Value Determination

4.3 Questions or Requests for Clarification

ARTICLE V. Narrative and Technical Proposal

5.1 Narrative Proposal

5.1.1 Executive Summary

5.1.2 Project Work Plan

5.1.3 Key Staffing Profile

5.1.4 Minimum Qualification Documentation

5.2 Technical Proposal

5.2.1 Technology Architecture

5.2.2 System Availability and Capacity

5.2.3 Software and Hardware Components

5.2.4 System Administration, Support, and Maintenance

5.2.5 System Security and Disaster Recovery

5.2.6 Performance Monitoring and Management

ARTICLE VI. Required Respondent Information

6.1 Company Information

6.1.1 Company Narrative

6.1.2 Company Profile

6.2 Franchise Tax

6.3 References

6.4 Major Subcontractor Information

6.5 Affirmations and Certifications

6.6 Other Reports

6.6.1 Dun and Bradstreet Reports

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6.6.2 Financial Statements and Financial Solvency

6.6.3 Alternate Report

6.7 Corporate Guarantee

6.8 HUB Subcontracting Plan, Courtesy HSP Review

6.9 Secretary of State Certification

ARTICLE VII. Cost Proposal

7.1 Cost Proposal

ARTICLE VIII. General Terms and Conditions

8.1 General Conditions

8.1.1 Changes, Modifications, and Cancellation

8.1.2 Offer Period

8.1.3 Costs Incurred

8.1.4 Contract Responsibility

8.1.5 Public Information Act - Respondent Requirements Regarding Disclosure

8.1.6 Respondent Waiver – Intellectual Property

8.1.7 Standards of Conduct for Vendors

8.1.8 Disclosure of Interested Parties

8.2 Insurance

8.2.1 Required Coverage

8.2.2 Alternative Insurability

8.3 Protest

ARTICLE IX. LIST OF EXHIBITS, FORMS AND ATTACHMENTS

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ARTICLE I. EXECUTIVE SUMMARY, DEFINITIONS, AND AUTHORITY

1.1 INTRODUCTION

The State of Texas, by and through the Health and Human Services Commission (“HHSC”), seeks to secure a managed services vendor for the Video Surveillance System (“System”) at Texas State Hospitals (“SHs”) and State Supported Living Centers (“SSLCs”). The selected vendor will provide design, build, maintenance, and support services for the System, which will be used to detect and prevent the exploitation or abuse of residents and clients. These services must be delivered in accordance with the Scope of Work (“SOW”) and other requirements outlined in this Solicitation.

Health and Specialty Care System (“HSCS”), a division within HHSC, oversees the current System which is comprised of two core elements: the Video Management System (“VMS Software”), and the Infrastructure. Each of these components is crucial for HSCS to meet its legal and regulatory obligations, including those outlined in Texas Health and Safety Code §555.025 (https://statutes.capitol.texas.gov/docs/hs/htm/hs.555.htm) and federal regulations for the Intermediate Care Facility for Individuals with Intellectual Disabilities (ICF-IID) certification (https://www.cms.gov/medicare/health-safety-standards/certification-compliance/intermediate-care-facilities), ensuring the safety and well-being of employees, patients, and residents of State Hospitals and SSLCs.

HSCS manages an extensive network of State Hospitals, SSLCs, outpatient services, specialty clinics, and long-term care facilities, all of which provide specialized care to individuals with intellectual and developmental disabilities, mental health conditions, and other complex medical needs. These facilities are vital in delivering essential specialized care and support to vulnerable populations, working in collaboration with local health departments, community organizations, and other healthcare providers.

HHSC PCS will administer the procurement process for this Solicitation, which includes RFO publication, handling communications from Respondents, and managing the receipt of Solicitation Responses for review and evaluation.

To be considered for award, a Respondent must execute Exhibit A, HHS Solicitation Affirmations and provide all other required information and documentation as set forth in this Solicitation.

1.2 DEFINITIONS

As used in this Solicitation, unless a different definition is specified or the context clearly indicates otherwise, the following terms have the meanings assigned below.

https://txhhs-my.sharepoint.com/personal/ron_hurley_hhs_texas_gov/Documents/(https:/statutes.capitol.texas.gov/docs/hs/htm/hs.555.htm) https://txhhs-my.sharepoint.com/personal/ron_hurley_hhs_texas_gov/Documents/(https:/statutes.capitol.texas.gov/docs/hs/htm/hs.555.htm) https://www.cms.gov/medicare/health-safety-standards/certification-compliance/intermediate-care-facilities https://www.cms.gov/medicare/health-safety-standards/certification-compliance/intermediate-care-facilities

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Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4 for additional definitions, (e.g., Contract, Contractor, Deliverable, Effective Date, HUB, Services, Solicitation Response, Subcontractor, System Agency, Work, and Work Order).

“Addendum” means a written clarification or revision to this Solicitation issued by HHSC PCS and posted to the ESBD.

“Award Consideration (AC) Documents” means the documents Respondent must submit as part of the Solicitation Response to be considered for negotiations or award.

“Calendar Day” means each day shown on the calendar beginning at 12:00 midnight and ending at 11:59 p.m., including Saturdays, Sundays, and national and State holidays listed in Section 662.003 of the Texas Government Code.

“Contract Term” means the period of time beginning with the commencement date or Effective Date of a Contract and ending when the Contract expires in accordance with its terms, or when it has been terminated.

“ESBD” means the Electronic State Business Daily, the electronic marketplace where State of Texas bid opportunities over $25,000 are posted. The ESBD may currently be accessed at http://www.txsmartbuy.com/esbd.

“Facilities” refers to SHs and SSLCs.

“Final Written Response Score" means the final scoring of the written response as documented in the Solicitation.

"Fiscal Year" means September 1st to August 31st of the following calendar year.

“Hardware” means all cameras, servers, switches, Uninterruptible Power Supply (“UPS”) and workstation equipment associated with video surveillance at the Facilities.

“HHSC” means the Health and Human Services Commission.

“HHSC PCS” means the Procurement and Contracting Services division of HHSC.

“HUB Subcontracting Plan” or “HSP” means the written documentation regarding the use of subcontractors, which is required to be submitted with all responses to state agency solicitations with an expected value of $100,000 or more where the state agency has determined subcontracting opportunities are probable. The HSP subsequently becomes a provision of the Contract and shall be monitored for compliance by the state agency during the Contract Term.

“Infrastructure” refers to the Hardware and other physical components necessary for the operation, support, and maintenance of the System.

“NIST” means the National Institute of Standards and Technology.

http://www.txsmartbuy.com/esbd

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“Operations Start Date” means the date immediately after transition activities are completed and approved by HHSC.

“Operational Status” refers to the condition in which a system, component, or piece of equipment is fully functional, properly configured, and performing all intended functions in accordance with requirements.

"VMS" or "Video Management System" refers to the QVMS software, which is the designated software used for the operation, management, and monitoring of the System.

“VPTS” means the Vendor Performance Tracking System, as defined under Section 2262.055 of the Texas Government Code and Title 34 of the Texas Administrative Code Part 1, Chapter 20, Subchapter B, Division 2, Rule §20.115 and Subchapter F, Division 2, Rule §20.509.

1.3 AUTHORITY

HHSC is soliciting the services stated in this Solicitation under the authority of Section 2157.006(a)(2) of the Texas Government Code.

ARTICLE II. SCOPE OF WORK

2.1 DESCRIPTION OF SERVICES

The Scope of Work for this Solicitation is detailed herein. The Contractor must provide Services at all Facilities as specified by HHSC, including but not limited to Facilities listed in Exhibit F, Facility Types and Locations.

2.1.1 TRANSITION REQUIREMENTS

The requirements listed in Table 1, Transition Requirements below describe the tasks and activities that must be performed by the Contractor during the Transition Phase.

Table 1 - Transition Requirements

REQ ID

https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2262.htm#2262.055 https://texreg.sos.state.tx.us/public/readtac$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=34&pt=1&ch=20&rl=115 https://texreg.sos.state.tx.us/public/readtac$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=34&pt=1&ch=20&rl=509

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TRN-01 Transition activities must occur between the Contract Effective Date and the Operations Start Date. This includes all transition related project management activities in Section 2.1.10 Deliverables Requirements.

TRN-02 The Contractor must meet with HHSC IT and HSCS leadership-approved stakeholders no later than five (5) Business Days from the Contract Effective Date to define all transition activities through the Operations Start Date.

TRN-03 The Contractor must provide for HHSC approval a finalized Transition Plan within fourteen (14) Calendar Days of the Contract Effective Date (see DL-01).

Revision to the Transition Plan requires HHSCs written approval.

TRN-04 The Contractor must conduct a comprehensive site visit to each Facility listed in Exhibit F, Facility Types and Locations within seventy-five (75) Calendar Days of the Contract Effective Date. During these visits, the Contractor shall assess, document, and validate the operational condition of the System, the devices and Infrastructure, and the access control list (list of authorized users per Facility).

TRN-05 The Contractor must coordinate with the incumbent vendor to gather all Hardware warranty details.

TRN-06 The Contractor must complete and provide a copy of the Facility Assessment Report to each Facility and HHSC point of contact following each site visit to a Facility within a timeframe specified by HHSC (see DL-03).

TRN-07 The Contractor must, based on the recommendations in the individual Facility Assessment Reports and at the request of HHSC, submit individual Task Orders for each Facility.

TRN-08 The Contractor must work with incumbent vendor to gather information to set up remote monitoring at each Facility. Contractor must meet with the incumbent vendor within twenty (20) Calendar Days of Contract Effective Date.

TRN-09 The Contractor must place order for remote monitoring connection with local internet provider for each Facility within thirty (30) Calendar Days of Contract Effective Date

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TRN-10 The Contractor must use and install its own equipment (i.e., routers and any other necessary remote access equipment) at each Facility before the Operations Start Date.

TRN-11 The Contractor must maintain sufficient bandwidth to guarantee smooth and uninterrupted setup of remote monitoring.

TRN-12 The Contractor must complete all Transition milestones per the deadlines in the State approved Transition Plan, including any additional activities needed to satisfy the Readiness Assessment Results Report (see DL-16).

TRN-13 The Contractor must coordinate with the incumbent vendor to leverage the incumbent vendor’s Turnover plan to create the Contractor’s Transition Plan schedule.

TRN-14 The Contractor must provide progress against the HHSC-approved Transition Plan for each task through Weekly Status Reports (see DL-02) and at progress meetings with HHSC on a HHSC approved schedule.

TRN-15 The Contractor shall notify HHSC of any obstacles or circumstances that may impede or hinder Contractor’s performance of Services.

TRN-16 The Contractor shall provide, for HHSC approval, a template of the following deliverables:

a. Status Reports (DL-17);

b. Yearly Maintenance and Operations Plan (see DL-18); and

c. Quarterly Inspection Report (see DL-19).

Refer to Section 2.1.10 Deliverables Requirements for details related to the above listed deliverables.

TRN-17 The Contractor shall provide HHSC with a detailed inventory of all Hardware and software licenses currently in operation and recommend Hardware, including specifications and quantities to support operational needs and ensure sufficient stock levels are maintained for HHSC's use.

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2.1.2 MAINTENANCE AND SUPPORT REQUIREMENTS

The Contractor shall provide software and Hardware maintenance and support that meets or exceeds the requirements specified in Table 2, Maintenance and Support Requirements.

Table 2 - Maintenance and Support Requirements

MS-01 Contractor shall provide software and Hardware maintenance and support (including technical support) during the Contract Term to support the Video Surveillance System. Contractor shall assist HHSC to resolve any issues, including issues relating to HHSC specific configurations, which arise due to Contractor’s modifications (e.g., patches, updates, upgrades) to the System.

MS-02 The System must be in Operational Status 24/7/365.

MS-03 The Contractor must notify the appropriate Facility staff, as defined by HHSC, of planned System events (e.g., major changes and planned outages) via HHSC approved communication methods at least twenty-four (24) hours in advance of the event.

MS-04 The Contractor shall conduct four (4) comprehensive maintenance inspections per Facility each Fiscal Year. Two (2) of the inspections may be performed remotely in non-consecutive quarters, while the other two (2) inspections shall be conducted on-site in non-consecutive quarters. If any maintenance issues are identified during a remote inspection, HHSC has the option to require Contractor to make an on-site visit.

MS-05 The Contractor must perform all preventive maintenance and scheduled visits during State business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. local time (excluding State of Texas and nationally observed holidays but including Skeleton Crew Days observed by the State. State Auditor’s Office Holiday Schedules (https://hr.sao.texas.gov/Holidays/)) or as otherwise agreed upon by Facility staff.

MS-06 During each on-site visit, the Contractor shall meet with a designated point of contact for each Facility to discuss System operation and any site issues discovered.

https://hr.sao.texas.gov/Holidays/ https://hr.sao.texas.gov/Holidays/

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MS-07 The Contractor shall promptly remediate all issues identified during on-site visits (same day if possible) to restore the System to full operational status.

MS-08 The Contractor must conduct quarterly Software/Firmware/OS/Anti-Virus upgrades and updates (software patching).

MS-09 The Contractor shall provide help desk services 24/7/365 to assist with all emergency and non-emergency service and technical support requests and serve as the first point of contact for Facilities.

MS-10 The help desk must keep a log of each issue raised over the Contract Term.

MS-11 When possible, the help desk must first attempt to assist the requester in resolving an issue remotely.

MS-12 The Contractor must make the help desk accessible through multiple communication channels, including, but not limited to, a support ticketing portal (see MS-12), telephone number, and email address. These channels must be operational and monitored to ensure timely and effective assistance for any issues or inquiries that may arise and compliance with Contract requirements (see MS-13, MS-14, and MS-15).

MS-13 The Contractor must provide a support ticketing portal that allows HHSC and Facility staff to report issues and track the resolution status of requests.

MS-14 The Contractor must provide a summary of all support tickets at intervals agreed upon by HHSC, categorized by Facility. This summary shall include the dates and times each ticket was opened, the time taken to resolve each ticket, and detailed descriptions of the cause and solution for each issue.

MS-15 The Contractor shall acknowledge receipt of non-emergency requests via email within one (1) clock hour of the submission.

MS-16 The Contractor shall acknowledge receipt of emergency requests (as identified by the Facility) via both email and phone call within one (1) clock hour of the request being submitted.

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MS-17 For emergency requests, the Contractor must begin troubleshooting the issue and provide a resolution plan within four (4) clock hours. The resolution plan may require on-site visit(s) if the issue cannot be resolved remotely.

MS-18 For non-emergency service and technical support requests, the Contractor shall follow the task order process as outlined in Section 2.1.9, Design and Installation Requirements.

MS-19 The Contractor shall be responsible for the maintenance, monitoring, and support of all HHSC-owned Infrastructure components that are part of the System.

MS-20 The Contractor shall perform on-site and remote work on a 24/7-time basis to resolve a request classified as an emergency by the Facility.

MS-21 The Contractor shall ensure that repairs and maintenance activities are conducted efficiently to minimize downtime and disruption to HHSC and Facility operations.

MS-22 In the event of a hardware failure for Hardware components still under warranty, Contractor is responsible for communicating directly with the Hardware manufacturer, obtaining replacement part(s), replacing the part, and restoring the System to Operational Status at no additional cost to HHSC.

MS-23 In the event that equipment replacement is necessary, the Contractor shall promptly notify HHSC of the recommended replacement equipment specifications. Upon HHSC's provision of the equipment, the Contractor shall be responsible for the installation, ensuring full functionality and compliance with performance standards.

MS-24 Following the completion of any maintenance, replacement, or installation activity, the Contractor shall perform all necessary testing and validation procedures to verify that all Hardware is fully functional, meets or exceeds the specified performance standards, and has achieved Operational Status.

MS-25 The Contractor shall be responsible for the comprehensive management and administration of all Agency acquired Hardware and software warranties associated with the System. This includes, but is not limited to, the following responsibilities:

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a. Maintain a detailed and up-to-date record of all Hardware warranties, including serial numbers, purchase dates, warranty periods, and terms of coverage;

b. Implement a tracking system to monitor the status and expiration dates of all warranties;

c. Coordinate and oversee any required repairs or replacements under the warranty terms, ensuring minimal disruption to project operations; and

d. Verify that all repaired or replaced Hardware meets the original specifications and performance standards.

MS-26 The Contractor shall adhere to all maintenance guidelines and recommendations provided by the Hardware and software manufacturers.

MS-27 The Contractor shall follow industry best practices and standards for Hardware and software maintenance to ensure reliability and longevity.

MS-28 Contractor shall maintain sufficient bandwidth to perform monitoring, maintenance, support and servicing activities as specified in the SOW.

MS-29 The Contractor shall provide 24/7 remote monitoring of the System to oversee the health of the surveillance network and maintain optimal performance and security of the System. Such efforts must include, but is not limited to, monitoring the following components:

a. Camera Uptime: All surveillance cameras must be continuously monitored to ensure they are operational 24/7. Any downtime or malfunction must trigger an immediate alert for corrective action.

b. Storage Capacity of Servers: The storage servers shall be continuously monitored to ensure sufficient capacity to retain a minimum of 90 days of video recordings. The System shall generate advance alerts when storage capacity approaches the threshold required to maintain this retention period.

Contractor must provide HHSC with sufficient advance notice such that efforts to address capacity issues (i.e., data archiving, additional storage allocation, etc.) may be completed without disruption to normal HHSC or Facility operations.

c. Network Connectivity: The network Infrastructure supporting the System must be monitored to detect any disruptions in connectivity that could affect video feed transmission or system functionality.

d. Video Feed Quality: The quality of the video feed, including resolution and frame rate, must be monitored to ensure compliance with the following standards: 50% Motion Detection, 1080p resolution, 15 fps, max100

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e. System Performance Metrics: Performance metrics of all System components, including CPU usage, memory utilization, and system load, must be monitored to prevent performance bottlenecks. In the event of a bottleneck, the Contractor must remediate the bottleneck and ensure the system operates efficiently.

f. Power Supply Monitoring: The power supply for all components, including cameras and servers, must be monitored to ensure uninterrupted operation.

Backup power systems must also be monitored to confirm they are ready to take over in case of power failure.

g. Data Integrity and Security: Continuous monitoring of data integrity and security measures must be conducted to detect any unauthorized access, data corruption, or other security breaches. Immediate action must be taken to mitigate any risks identified.

h. Environmental Conditions: Environmental sensors that monitor temperature, humidity, and other relevant conditions in areas housing critical components (e.g., server rooms) must be monitored to ensure optimal operating conditions.

i. Backup and Redundancy Systems: Monitoring of backup and redundancy systems, including data backups and failover mechanisms, is required to ensure that they are fully operational and capable of taking over in the event of primary system failure.

j. Software Updates and Patch Management: Regular monitoring of software updates and patch management processes to ensure that all components of the System are up to date with the latest security patches and firmware updates.

MS-30 The Contractor must maintain at least a 99% camera uptime per Facility per month.

MS-31 The Contractor shall set up and monitor alerts and notifications to assist in monitoring of performance issues. The Contractor must log all alerts and notifications and provide a summary of such alerts and notifications in the Status Report.

MS-32 The Contractor shall immediately respond to outages of the System and diagnose any necessary repairs.

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MS-33 The Contractor shall immediately identify and report to HHSC any newly discovered risks or System issues that may result in failures, outages, or vulnerabilities. Reports must include a description of the issue, its potential impact, and recommended mitigation steps to minimize operational disruptions.

MS-34 The Contractor shall not purchase any new Hardware or software, including manufacturer maintenance support, for the Video Surveillance System. All of these will be provided by HHSC to the Contractor for installation and maintenance.

MS-35 At HHSC’s discretion, the Contractor must provide immediate, temporary “loaner” equipment in all instances in which immediate replacements are needed and equipment needs to be ordered. All loaner equipment must be compatible with the System and follow the specifications listed in Section 2.1.3, Infrastructure Requirements.

MS-36 As directed by HHSC, the Contractor shall cooperate with and provide guidance and support to HHSC employees, subcontractors, and vendors in connection with the System at all Facilities. Such guidance and support include, but is not limited to, level 2 network Infrastructure, network hardware, IP schemes, naming conventions, etc.

MS-37 The Contractor shall access video footage solely for troubleshooting purposes and/or only at the specific direction of HHSC.

MS-38 The Contractor shall ensure the System remains in a constant state of operational readiness and shall treat any deficiencies identified during generator testing conducted by the Facility as an emergency, taking immediate action to address and remediate issues to maintain the System’s disaster recovery capabilities.

2.1.3 INFRASTRUCTURE REQUIREMENTS

The Contractor shall maintain the infrastructure components of the System in accordance with the operations and specifications outlined in Table 3, Infrastructure Requirements.

Table 3 - Infrastructure Requirements

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INF-01 The Contractor must store all video footage on premises of the applicable Facility using a Redundant Array of Independent Disks (“RAID”) system, or other Agency approved storage technology.

INF-02 The live video archive must be retained by the Contractor for a minimum of ninety (90) Calendar Days, after which it may be deleted.

INF-03 The Contractor shall ensure that adequate battery backup is in place to meet the operational requirements of the System. In the event additional battery backup is necessary the Contractor shall notify the Facility and HHSC POCs and recommend additional battery capacity required.

INF-04 The Contractor shall collaborate with Facility staff at each location to ensure that all video surveillance archive servers and network switches are connected to an adequately sized Uninterruptible Power Supply (“UPS”) to maintain operations during the transition to local generator power.

INF-05 In the event of a VMS fiber outage or failure, the Contractor shall collaborate with HHSC to seamlessly transition operations to an Agency provided alternative. The Contractor must ensure minimal disruption to services during this transition and work closely with HHSC to restore full functionality as efficiently as possible.

INF-06 The Contractor shall, at the request of HHSC, design and recommend locations for any additions, relocations, or modifications to the System Infrastructure.

Additionally, the Contractor shall provide Hardware and software specifications necessary for procurement in connection with such addition, relocation, or modification.

INF-07 Any new Hardware recommended by the Contractor must meet or exceed the specifications listed in Exhibit J, Current Hardware Specifications and be fully compatible with the System.

INF-08 The Contractor must be QVMS certified security and must maintain such certification for the duration of the Contract.

INF-09 The Contractor shall monitor inventory levels and notify HHSC in the next Status Report when inventory falls below established thresholds. Such notifications

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2.1.4 PROJECT MANAGEMENT REQUIREMENTS

The Contractor shall perform, manage, and control all tasks and activities according to an industry recognized Project Management Institute (PMI®) (https://www.pmi.org/pmbok-guide-standards/foundational/pmbok).

The requirements listed in Table 4, Project Management Requirements describe the tasks and activities that must be performed by the Contractor during the Contract Term.

Table 4 - Project Management Requirements

PM-01 The Contractor must assign dedicated project managers and technical personnel with appropriate skills and certifications to oversee and execute support, maintenance, and design tasks.

PM-02 The Contractor must create and maintain a Staffing Management Plan (see DL-07 for details) to ensure adequate staffing levels and availability for scheduled maintenance, emergency response and project work.

PM-03 The Contractor must develop, submit, and update a detailed Project Work Plan (PWP) that includes, but is not limited to, the following:

a. Detailed maintenance tasks, including planned updates and preventative maintenance;

b. Realistic person hours for each task;

c. Sequence of tasks and activities including duration necessary to meet Deliverable and milestone dates; and

d. Dates and Facility location of on-site inspections.

https://www.pmi.org/pmbok-guide-standards/foundational/pmbok

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The PWP must be submitted thirty (30) Calendar Days before end of the quarter for the next quarter’s services.

PM-04 The Contractor must identify and report, immediately upon discovery, to HHSC and Facility staff any potential risks related to System availability, security vulnerabilities, contract compliance deficiencies and operational issues or disruptions.

PM-05 The Contractor must develop risk mitigation strategies and contingency plans to minimize impact on service delivery.

PM-06 The Contractor must submit root cause analyses, Corrective Action Plans (“CAP”), and plans for resolving operational deficiencies, discrepancies, and issues no later than five (5) Business Days of HHSC’s request, or as otherwise directed by HHSC.

PM-07 The Contractor must establish quality assurance processes and procedures to ensure that support and maintenance activities meet agreed-upon standards and SLAs.

PM-08 The Contractor must conduct annual quality audits and performance reviews, as established in the Quality Management Plan (see DL-11 for details), to monitor adherence to quality metrics and continuous improvement initiatives.

PM-09 The Contractor shall attend and participate in a quarterly virtual forum that includes Facility and HHSC staff.

PM-10 The Contractor shall attend and participate in a twice a month meeting to discuss project tasks, project activities (e.g., Deliverables, milestones, Performance Measures), issues, risks, progress of current Task Orders, System changes, resource changes, and other areas specific to this Contract.

PM-11 The Contractor must establish escalation procedures for addressing critical and chronic issues and ensure prompt resolution.

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PM-12 The Contractor must maintain comprehensive documentation of project plans, technical specifications, change logs, and incident reports.

PM-13 The Contractor must adhere to applicable law and regulatory requirements and industry standards relevant to video surveillance, data protection, and other services provided by the Contractor pursuant to the Contract.

PM-14 The Contractor must maintain documentation and provide evidence at HHSC’s request of compliance with industry standards for System maintenance and performance standards during audits and inspections.

PM-15 The Contractor must update all project documentation (e.g., user and training documentation) as necessary or as otherwise requested by HHSC during the Contract Term.

PM-16 The Contractor must comply and cooperate fully with all State and federal entities performing inspections, audits, and reviews and provide assistance as requested, including access to or copies of necessary records and information.

PM-17 The Contractor must designate a primary and secondary contact responsible for overall project management and communication with HHSC throughout the duration of the Contract.

PM-18 The Contractor must submit all plans and deliverables for HHSC review and approval in the timeframe specified in Section 2.1.10 Deliverables Requirements.

PM-19 The Contractor must provide Services in accordance with all HHSC approved plans included in Section 2.1.10, Deliverables Requirements.

PM-20 The Contractor shall notify HHSC during Status Meetings of any obstacles or circumstances that may impede or hinder Contractor’s performance of Services.

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2.1.5 PERSONNEL AND STAFFING REQUIREMENTS

The Contractor shall provide all staff resources (including, but not limited to, Key Personnel) necessary to perform the Services described in this Contract.

2.1.5.1 Key Personnel

The requirements listed in Table 5, Key Personnel Descriptions and Qualifications below includes a list of Contractor’s Key Personnel and their required qualifications.

Table 5 - Key Personnel Descriptions and Qualifications

Role Description Qualification/Experience

Project Manager

Represents the Contractor and oversees the day-to-day activities of the Contract. This individual shall handle coordination of all quarterly inspections, supplemental services, emergency support, and status of activities.

The Project Manager must meet the following qualifications:

A minimum of three (3) years of project management experience managing projects of size and scope similar to the Contract, preferably in the healthcare industry. Relevant experience must have occurred within the three (3) years immediately preceding the Contract Effective Date.

Contract Manager

Serves as the primary or secondary POC for matters concerning the Contractor's performance and all operational matters under the Contract and must have the authority to make decisions that are binding to the Contractor.

The Contract Manager must have a minimum of five (5) years of contract management experience managing contracts for related services with similar budgets, preferably in the healthcare industry and for a project similar in size and scope to the Contract.

Help Desk Manager

Manages the help desk operations and ensures timely resolution of support tickets. Coordinates with other support staff to address issues and escalate as needed to ensure timely resolution (including on-site visits).

The Help Desk Manager must have a minimum of five (5) years of help desk management experience.

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2.1.5.2 Staffing Requirements

The requirements listed in Table 6, Staffing Requirements, outline the Contractor’s obligations for staffing all required positions and the procedures for notifying HHSC of any personnel changes.

Refer to Exhibit C, HHS Additional Provisions for additional staffing information.

Table 6 - Staffing Requirements

REQ ID Requirements

STF-1 The Contractor shall ensure that all maintenance and support tasks are performed by qualified and trained personnel with expertise in the types of cameras, servers, workstation equipment, switches, UPSs and software that make up the System.

STF-2 All on-site Services (including but not limited to on-site support and maintenance services, hardware repairs, installations, and troubleshooting) must be performed by field service technicians who have a minimum of two (2) years of field experience providing similar services.

HHSC may, at its sole discretion, approve a field service technician with less than two (2) years of field experience.

STF-3 The Contractor shall be solely responsible for any subcontractors it engages. All subcontractors must possess the appropriate skills and qualifications necessary to perform the tasks for which they have been hired. HHSC reserves the right to reject any subcontractor proposed by the Contractor and request a replacement if deemed necessary.

STF-4 The Contractor shall adjust staffing levels as necessary to meet project demands and SLAs, scaling up or down as appropriate.

STF-5 The Contractor shall provide HHSC with background check criteria and guidelines for review and approval, within five (5) Business Days of Contract Effective Date.

STF-6 The Contractor shall conduct initial criminal background checks for all Contractor and Subcontractor personnel performing duties under this Contract.

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Table 6 - Staffing Requirements

Only individuals who have successfully passed these checks may be assigned to perform work under this Contract.

STF-7 The Contractor shall conduct annual background checks on all Contractor and Subcontractor staff performing duties under this Contract.

STF-8 The Contractor shall maintain an up-to-date staffing contact list of all employees assigned to and performing duties under this Contract. This list must be provided to HHSC on a monthly basis and additionally upon request.

STF-9 The Contractor shall immediately notify HHSC of any event that disqualifies an employee of the Contractor or subcontractor from performing Agency related activities based on background check criteria and guidelines.

STF-10 The Contractor shall immediately remove any personnel deemed unacceptable by HHSC and replace the personnel within fourteen (14) Calendar Days of notification. Replacement personnel must have equal to, or greater qualifications as determined by HHSC.

STF-11 The Contractor shall obtain prior approval from HHSC before reassigning any Key Personnel. HHSC must approve the assignment of any Key Personnel before they are assigned to perform Services under the Contract.

STF-12 The Contractor shall ensure that the Contract Manager is allocated 100% to the Contract.

STF-13 The Contractor shall notify HHSC prior to or within five (5) Business Days after the termination or resignation, of any Key Personnel.

STF-14 The Contractor shall obtain prior approval for planned replacements and written notification of extraordinary circumstances from HHSC for the replacement of any Key Personnel throughout the duration of the Contract. Any replacement personnel must possess qualifications equal to or greater than those of the original Key Personnel, as determined by HHSC.

STF-15 The Contractor shall provide an updated organizational chart at the request of

HHSC.

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Table 6 - Staffing Requirements

STF-16 The Contractor shall notify HHSC of any changes to their C-suite personnel within five (5) Business Days of the change.

STF-17 The Contractor shall provide résumés and references for HHSC review within fourteen (14) Calendar Days of notification of resignation of any Key Personnel.

2.1.5.3 Task Order Personnel

Table 7 – Task Order Personnel

The Contractor shall include in the Task Order Cost Breakdown only those Categories that are listed in the Task Order Personnel and Rates tab in Exhibit K, Cost Proposal, with roles and rates that have been confirmed and approved by the HHSC. No substitutions or additions shall be made without prior written approval by HHSC.

2.1.6 TRAINING REQUIREMENTS

Table 7, Training Requirements, outlines the requirements for documentation and training of HHSC authorized personnel. It specifies the types of training materials and the modes of training that the Contract must provide to HHSC.

Table 7 - Training Requirements

REQ ID

TNG-01 Within 180 Calendar Days of the Contract Effective Date, the Contractor shall provide one (1) on-site, comprehensive user training session per Facility for Facility staff on the operation and use of the System. At the sole option and direction of HHSC, the Contractor will provide additional on-site, comprehensive user training sessions on an as-needed basis.

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Table 7 - Training Requirements

TNG-02 The Contractor shall provide training, when requested by HHSC, to Facility and HHSC staff on making non-emergency service and technical support requests, and emergency requests.

TNG-03 The Contractor shall provide the following to HHSC:

a. A comprehensive guide detailing the procedures for submitting service and technical support requests;

b. Video recorded owner training on software;

c. Contractor-created System-specific on-demand training videos that are available to all users; and

d. Recordings of each Facility user training, including how the System works, and its components.

TNG-04 The Contractor shall make all training materials for and relating to the System available to all Facilities as requested by HHSC.

TNG-05 The Contractor must provide training to the HHSC team on the configuration and maintenance of all Facility-specific configurations as requested by HHSC.

TNG-06 The Contractor must submit all training materials to HHSC for approval thirty

(30) Calendar Days prior to on-site training or making available to HHSC Staff.

2.1.7 REPORTING REQUIREMENTS

The requirements outlined in Table 8, Reporting Requirements, provide detailed guidelines on the types of reports and the specific information that the Contractor must provide to HHSC.

Table 8 - Reporting Requirements

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Table 8 - Reporting Requirements

RPT-01 The Contractor must make all reports available through a web-based online portal. Access shall be granted to designated HHSC staff, with end-user training provided by the Contractor to that staff as needed.

RPT-02 The Contractor shall provide a Quarterly Inspection Report (see DL-19 for details) per Facility detailing the results of inspections, updated inventory, status of all Hardware and software warranties, devices reaching end-of-life within in the next 12 months, claims filed, resolutions achieved, and any issues encountered. Within the Quarterly Inspection Report the Contractor must highlight any trends or recurring issues with specific Hardware or software to inform future procurement decisions.

RPT-03 The Contractor shall provide a monthly Status Report, for each Facility to HHSC that includes comprehensive details on System health, camera uptime percentage, storage capacity, issues encountered, and their resolutions over time (see DL-17, Status Reports).

RPT-04 The Contractor must maintain comprehensive digital content on an Agency-specified SharePoint site, updated no less than quarterly, based on on-site and virtual inspections, including the following components:

a. Detailed service call logs;

b. Complete ticket history metrics;

c. Network diagrams and architecture;

d. Current inventory;

e. Software Licenses

f. All submitted Task Orders; and

g. All submitted reports.

RPT-05 Reports shall be provided in a digital format specified or otherwise approved by

HHSC.

RPT-06 To be considered complete, all reports must be reviewed and approved by HHSC.

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2.1.8 SECURITY REQUIREMENTS

Table 9, Security Requirements, encompass tasks, activities and responsibilities of the Contractor to ensure the protection of the System and its data.

Table 9 - Security Requirements

SEC-01 The Contractor must ensure that the remote monitoring connection is secured with appropriate technology (i.e., encryption, firewalls, VPN tunnels, etc.).

SEC-02 The Contractor must ensure the System is completely isolated from external networks (internet) except for pre-approved remote monitoring connections.

SEC-03 The Contractor must use dedicated cables, switches, and other network Infrastructure components exclusively for the System.

SEC-04 The Contractor must adhere to industry recognized best practices as well as the security control standards outlined in Exhibit I, Texas Health and Human Services Information Security and Privacy Requirements.

SEC-05 Upon HHSC’s request, the Contractor must deliver documents identified on the vendor resource site (https://www.hhs.texas.gov/doing-business-hhs/contracting-hhs/vendor-resources#hhs-authorization-to-operate) to support an Authorization to Operate (“ATO”).

SEC-06 The Contractor must work with Facility POCs to compile and maintain current Facility-specific ACLs.

SEC-07 Contractor shall conduct quarterly audits of ACLs as part of the quarterly inspection, to ensure and update access.

SEC-08 The off-site storage Facility (if applicable) must secure the data stored there, including protections against unauthorized access or disclosure.

https://www.hhs.texas.gov/doing-business-hhs/contracting-hhs/vendor-resources#hhs-authorization-to-operate https://www.hhs.texas.gov/doing-business-hhs/contracting-hhs/vendor-resources#hhs-authorization-to-operate

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2.1.9 DESIGN AND INSTALLATION REQUIREMENTS

The design and installation requirements outlined in Table 10 below detail the Task Order process that all design and installation services must follow, from HHSC's initial request for a Task Order through the completion of design, installation, and maintenance activities.

Table 10 - Design and Installation Requirements

REQ ID

DIN -01 The Contractor shall design and implement all moves, additions, and changes to the System, ensuring compatibility with the existing Infrastructure and adherence to HHSC security protocols.

DIN -02 The Contractor must follow the Task Order process outlined in this Section 2.1.9 for all design and installation services.

DIN -03 At HHSC's request, the Contractor shall meet with HHSC Maintenance and Construction to help determine System requirements for any new construction.

DIN -04 The Contractor must coordinate with designated construction and installation vendors in connection with any new construction to ensure the timely onboarding of a new Facility under this Contract. The Contractor is responsible for all planning, communication, and integration activities necessary to bring the new Facility into operational scope in full compliance with contract requirements.

DIN -05 At HHSC’s request, the Contractor shall submit a final Task Order (using the HHSC provided template) to HHSC within seven (7) Business Days. See Section

2.1.10 Deliverables Requirements (DL-23) for details on Task Order.

DIN -06 The Contractor must include in the Task Order all necessary ancillary materials required for the completion of installation and maintenance tasks and their cost.

Failure to include these items in the Task Order may result in additional costs being borne by the Contractor.

DIN -07 Within five (5) Business Days of HHSC's approval of the Task Order, the Contractor shall meet with HHSC and Facility staff to discuss Task Order details.

During this meeting, the Contractor will verify details needed to create a Task Order Plan.

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Table 10 - Design and Installation Requirements

DIN -08 For each approved Task Order, the Contractor shall submit a Task Order Plan to HHSC for approval within the specified timeframe based on the level of effort as determined by HHSC.

The levels of effort are as follows:

a. Low Level of Effort: Submit Task Order Plan within five (5) Business Days of Task Order approval.

b. Medium Level of Effort: Submit Task Order Plan within ten (10) Business Days of Task Order approval.

c. High Level of Effort: Submit Task Order Plan within fifteen (15) Business Days of Task Order approval.

See Section 2.1.10 Deliverables Requirements (DL-24) for details on Task Order Plan.

DIN -09 The Contractor must execute all work and activities related to design, installation, and implementation as approved by HHSC. The Contractor must ensure that all deliverables, installation tasks, and System configurations comply with the approved Task Order Plan and technical requirements.

DIN -10 The Contractor must ensure that all necessary materials are available at the time of installation or maintenance activities.

DIN -11 The Contractor shall comply with all applicable local, state, and federal fire codes and regulations.