Attch_1_Performance_Work_Statement.pdf

Performance Work Statement (PWS)

Q-Flow Patient Queuing and Notification System

45th Medical Group Patrick AFB, Florida

Date: 9/10/2018

Patrick AFB Patient Queuing and Notification System (PQNS) (Sept 2018)

PERFORMANCE WORK STATEMENT (Minimum Requirements)

• Basic Services: The contractor shall provide the following services:

• Provide a queuing system featuring a self-service check-in allowing users to access the system using approved DoD identification cards approved for access to DoD and Veterans Affairs (VA) health care systems that offers analytical tools capable of producing reports and metrics such as predictive modeling reports, trend analysis across the DHA enterprise.

• Provide queuing management and process flow tools allowing users the ability to track the status of a ticket through the entire process and episode of care, recall patient data using Electronic Health Record (EHR) ID numbers, and apply multiple configurations for various categories based on patient volume.

• Provide the capability to customize configuration settings, provide role based access control via Common Access Card (CAC) or Username/password combinations that meet DoD password rules allowing users the ability to view user and clinic/service interactions and statistics, and capability to communicate with other Government approved systems, access pharmacy robotic systems, intranet and internet access, and support text messaging.

• Provide enterprise level software upgrades to include unlimited users (to include agent, manager, and administrator), unlimited devices, 150 server instance capability, core queuing modules (queuing, heralds, basic calendar, core application program interface (API), premium modules (split process workflow, intercom, advanced calendar, auto-flow, kiosk analytics, and capability to support 250,000 outgoing short message service (SMS) messages annually,

• Provide an enterprise level queuing system that offers analytical tools capable of producing reports and metrics such as predictive modeling reports, user ticket categories and associated business rules that are defaulted across the enterprise, and customizable user-defined dashboard capability with the ability to access forecasted data based on historical and contextual data for various time periods.

• Provide enterprise licenses based on the v5.8 baseline that includes premium agent, manager, administrator and notice users, info page, audio channel, ticket printer, multi-page kiosk, and gateway, on premise, cloud, or data center hosting, core enterprise modules enabled for API, herald, and calendar.

• Provide global software maintenance that includes contractor help desk support

(phone, email, and business to business (B2B), software version upgrades including point updates and platform upgrades. Upgrades will include “like for like” module licensing, and customization reconfiguration, as necessary, to support the v5.8 platform, voluntary product accessibility template (VPAT) scoring with each new release, and escrow source code. Technical scripting, customization and development services will be provided.

• Provide baseline hardware services and support for kiosks, media players, servers, touch panels, and other baseline hardware, new hardware purchase considerations by lot/quantity, and as needed professional services to include a dedicated program manager, onsite technical installation, service, training, and consultation.

• Provide information assurance (IA) services for Authorization to Operate (ATO) compliance in accordance with Risk Management Framework (RMF), Federal Risk and Authorization Program (FedRAMP), and maintain compliance as specified by DoD and DHA IA requirements.

• Maintain an effective information assurance vulnerability management (IAVM) program to proactively monitor threats, vulnerabilities, and exploits, test all mitigations, report compliance, validate required patches, communicate status and required actions to DHA.

• Maintain ability to communicate with DHA systems through the DoD Business to

Business (B2B) gateway via the Defense Information Systems Agency (DISA)/DHA established web perimeter network using a Federal Information Processing Standard (FIPS) 140-2 virtual private network (VPN) /firewall device compatible with the MHS VPN device and maintain compliance with DoD guidance regarding allowable ports, protocols, and risk mitigation strategies.

• Provide a queuing system accessible to users from any computer located on the

MHS/site network with appropriate log-in authentication information and access to technical support from multiple/different locations.

• Provide a queuing system compliant with the standards and requirements specified in the National Defense Authorization Act (NDAA) from Fiscal Year 2017, Section 744 – Pilot Program on Display of Wait Times at Urgent Care Clinics and Pharmacies of Military Medical Treatment Facilities (MTF).

• Provide a configurable patient workflow management system to standardize patient workflow by providing highly accurate real-time date satisfying validated Tri-Service business and functional requirements.

• Provide a queuing system compliant with validated current system business and functional capabilities.

• Special Qualifications: The contractor shall ensure employees possess and maintain current employment qualification status, cybersecurity training requirements, and appropriate certification level required for those employees with privileged access.