PWS_Med_App_Systems_Trainer_.pdf

Performance Work Statement (PWS)

For

460th Medical Group

Buckley AFB

Medical Applications Systems Trainer

2 MARCH 2017

1.0 INTRODUCTION

The Buckley AFB Medical Treatment Facility (MTF) is acquiring transition/sustainment training and information technology application support for all Health Information Technology

Systems used at the Buckley MTF.

2.0 SCOPE

The purpose of this requirement is to obtain Information Technology (IT) support services for 460 MDG Health Information Technology (HIT) systems. IT support services include, but not limited to, a help desk, trouble ticket entry and tracking, system functionality checks, and occasional server maintenance. HIT systems include, but are not limited to, the

Department of Defense Electronic Health Record (EHR) and supporting systems, Dragon Speak, CarePoint, Defense Medical Logistics Standard Support (DMLSS), Preventative Health

Assessment and Individual Medical Readiness (PIMR), AudioCare/Notes, M2, or any future additional systems required by the MTF. These additional required systems by the MTF are unknown at this time.

3.0 PERFORMANCE REQUIREMENTS

3.1 The Contractor shall provide those services, personnel, materials, and related equipment to perform the tasks identified below.

3.2 Health Information Technology (HIT) Support Services

3.2.1 The Contractor shall provide on-site HIT Support Services, assist with help desk, trouble ticket entry and tracking, ticket resolution, and system functionality checks in support of MTF users of the application and shall be performed at the request of the MTF POC.

3.2.2 The Contractor shall provide appropriate Help Desk support to users per local MTF Help

Desk policies. The Contractor shall be readily available to users and respond to user requests with follow up as necessary, dependent upon the nature and severity of the problem. The

Contractor shall maintain a contact log responding to Help Desk requests, calls for application assistance, and user questions using the appropriate Help Desk ticket tracking system.

3.2.3 The Contractor shall perform HIT system functionality and health checks and report findings as requested by the COR or MTF POC.

3.2.4 The Contractor shall assist in the development and submission of trouble tickets on an as needed basis as directed by the local MTF POC. The Contractor shall provide user feedback on status/resolution of trouble ticket(s) at the request of the user. When appropriate, the Contractor shall assure appropriate corrective action is taken to permit user access to the application as soon as possible.

3.2.5 The Contractor shall troubleshoot functional and technical problems with software in conjunction with the MTF technical staff and assist in data gathering and analysis associated with systems troubleshooting.

3.2.6 The Contractor shall support MTF IT staff to institute application user registration and password log-in administration as directed by the local MTF POC.

3.2.7 The Contractor shall support MTF IT staff to maintain current system installs, software installs, and upgrades as required to facilitate HIT functionality per the direction of the MTF

POC.

3.2.8 The Contractor shall support MTF IT staff in the maintenance of Medical system servers per the direction of the MTF POC.

3.2.9 The Contractor shall support IT equipment moves and installations as required per the direction of the MTF POC.

3.2.10 Service Summary

Performance Objective PWS Para Performance Threshold Method of Performance Assessment

1. Ensure all security measures are followed within the 460th

Medical Group facilities.

9.1-9.8

Have 0 major security violations and no more than1 minor security violation. A major security violation is defined as a breach resulting in the revocation of admin privileges.

A minor violation is defined as a breach resulting in verbal or written counseling by the Wing

Information Assurance office.

Contractor Metrics. Daily review of and coordination with Wing

Information Assurance reports.

Physical inspections and submittal of

Monthly Status Reports (MSRs)

2. Operational

Security (OPSEC)

10.1-10.3.6

Have 0 major, and no more than 1 minor security violation. A major security violation is defined as a breach resulting in the revocation of admin privileges. A minor violation is defined as a breach resulting in verbal or written counseling by the

Wing Information

Assurance office.

Contractor Metrics. Daily review of performance and submittal of

MSRs.

3. Health IT Help

Desk Support

Services

3.2.1 Provide IT support services

through ticket tracking and resolution of 75% of technical support questions resolved within 8 working hours and remaining 25% of technical support calls resolved within 24 working hours; no more than 1 customer complaint per month.

MTF Metrics. Review of MTF technician performance metrics from the Global Service Center

Dashboard Website, submittal of

MSRs, and customer complaints.

https://mesd.us.af.mil/mesd/

4. Health IT Medical

Systems

3.2.3 Support Health IT system

functionality and health checks as requested with resolution of 75% of technical support issues resolved within 8 working hours and remaining 25% of technical issues resolved within 24 working hours.

MTF Metrics. Review of MTF technician performance metrics and submittal of MSRs.

5. Health IT Medical

Software

3.2.5 Troubleshoot functional and

technical problems with medical software with resolution of 75% of technical support issues resolved within 8 working hours and remaining 25% of technical support issues resolved within 24 working hours.

MTF Metrics. Review of MTF technician performance metrics from the Global Service Center

Dashboard Website and submittal of

6. Health IT Medical

Server Maintenance

3.2.8 Assist in maintenance of

Health server systems as required by the facility with medical software with resolution of 75% of technical support issues resolved within 8 working hours and remaining 25% of technical support issues resolved within 24 working hours.

MTF Metrics. Review of MTF technician performance metrics from the Global Service Center

Dashboard Website and submittal of

7. Health IT

Equipment Project

Management

3.2.9 Assist in project

management for facility moves involving transport of IT equipment. No more than 1 customer complaint per month.

MTF Metrics. Review of MTF technician performance metrics from the Global Service Center

Dashboard Website and submittal of

MSRs, and customer complaints.

https://mesd.us.af.mil/mesd/

4.0 DELIVERABLES

Support Area Title Date Due Description

Management Monthly Status

Reports

5th day of each month Synopsis of contractor activities during the month to satisfy task requirements. Includes hours and any other status information.

Management Quality Control

Plan

Within 30 days of

Contract award

Describes inspection system for services required in PWS and procedures to identify and prevent recurrence of unacceptable services.

4.1 Monthly Status Report (MSR): The MSR will be submitted in the format and with the content identified by the COR during Contractor orientation. The Contractor shall submit MSRs no later than the 5th Government working day of each month. A courtesy copy of the MTF MSR shall be provided electronically to the COR and/or MTF POC. Course Evaluations or Student

Critiques from the MTF personnel, as customers of the training shall be provided in hard copies to the MTF POC as requested.

4.2 Delivery: The COR shall accept delivery of documentation in electronic media.

4.3 Reporting: The Contractor shall interact and provide reports to the COR and each Air

Force on-site facility POC for the following functions:

4.3.1 Implementation, transition, change management, and recommended business process re-engineering tasks related to the performance of this contract.

4.3.2 Technical support services provided under this contract.

4.3.3 IT Functional Application Training material development and modification services.

5.0 GOVERNMENT FURNISHED EQUIPMENT (GFE)/GOVERNMENT-

FURNISHED INFORMATION (GFI)

5.1 The Government will provide the following resources:

5.1.1 Government Furnished Equipment (GFE): The Government shall provide the Contractor with suitable on-site workspaces, workstations/furniture, information systems, hardware, software to include appropriate Commercial off-the- shelf (COTS), communications equipment, supplies, and other equipment (all GFE) required to perform their assigned tasks and duties for the tasks as follows:

5.2 All work shall be performed on-site as provided for in the contract.

5.3 Government Furnished Information (GFI): The Government shall provide the Contractor all required information to perform their tasks and duties. The Government shall provide the

Contractor with existing information regarding the current organization structure, mission, goal, objectives, as well as other information requested by the Contractor and deemed appropriate by the COR. Documentation: All provided documentation shall remain the sole property of the

Government and shall be returned to the Government upon completion of this contract.

Information provided by the Government or developed by the Contractor during the execution of this task, shall not be disseminated without approval by the Government.

5.4 MTF Standard Operating Procedures/Orientation Standard operating procedures shall be available to contract personnel. Initial MTF and base familiarization/orientation shall also be provided.

5.5 Training materials (Lesson Plans, Student Guides, and Release Notes) shall be provided via electronic format available to the Contractor.

6.0 CONTRACTOR-FURNISHED RESOURCES.

6.1 There are no Contractor-furnished resources other than training, technical support, and reporting requirements noted in this PWS.

7.0 TRAVEL

7.1 The intent is for the Contractor to be located at the MTF, and not for the Government to pay travel and per diem. No relocation is to be paid.

8.0 PLACE OF PERFORMANCE AND WORK HOURS/HOLIDAYS

8.1. The places of performance include the main Buckley MTF and any of its outlying satellite facilities. The following are the satellite facilities addresses:

VA Facility: 13611 E. Colfax Ave, Aurora, CO 80011

Building 7: 365 N. Telluride St, Buckley AFB, CO 80011

Building 35: 360 N. Beaver Creek, Buckley AFB, CO 80011

Building 392: 18230 E. Silver Creek St., Buckley AFB, CO 80011

Building 600: 275 S. Aspen St, Buckley AFB, CO 80011

Building 602: 275 S. Aspen St, Buckley AFB, CO 80011

8.2. Work schedule unless otherwise determined at the local level: 0730-1630 Monday-

Friday, with weekends, Federal Holidays and Wing Down Days off; 1920 hours per year with potential for up to 20 extended hours per year.

9.0 SECURITY REQUIREMENTS

9.1 Security Considerations: This task is UNCLASSIFIED. However, an ADP II and

National Agency Check (NAC) is required of employees to allow them to obtain a local area network (LAN) account at the MTF where they are assigned. Additionally, if the performance of this contract requires access to individual patient medical records Protected Health Information

(PHI) the Contractor shall comply with the requirements of the Privacy Act of 1974 and the

Health Insurance Portability and Accountability Act of 1996 (HIPAA).

9.2 Any data presented in a report or trouble ticket shall be aggregate in form and shall not contain individual identifying information. The Contractor shall retain in strictest confidence, and prevent the unauthorized duplication, use, and disclosure of identifying information. This data shall only be used for the designated task. Files (electronic and written) containing PHI shall be maintained at the MTF in accordance with appropriate guidelines provided by the COR and applicable regulations.

9.3 All Contractor personnel shall be designated as ADP II or ADP III as defined in DoD

Regulation 5200.2-R, Personnel Security Program, and all Contractor personnel shall receive the appropriate Security Clearance when applicable. Verification and certification of clearances and eligibility shall be required of the Contractor prior to access being granted to either information or equipment/system resources that may become necessary in the performance of tasks under this order.

9.4 Individually Identifiable Personal Information: The Contractor shall use individually identifiable personal information for the designated project only as covered by the Privacy Act of

1974 and HIPAA. This information shall not be used to create databases or any other product not intended for use specifically for the project. All personal information related to the project shall be turned over to the Government for further disposition at the conclusion of the contract period of performance, to include options.

9.5 The Contractor shall maintain, transmit, retain in strictest confidence, and prevent the unauthorized duplication, use, and disclosure of personal information. The Contractor shall provide personal information only to employees, Contractors, and subcontractors having a need to know such information in the performance of their duties for this project.

9.6 Acquisition Sensitive information shall be marked "Acquisition Sensitive" and shall be handled as "For Official Use Only".

9.7 Day-to-Day Information and Operational Security Practices

9.7.1 Contractor personnel shall comply with all Departmental guidelines, instructions and procedures pertaining to the proper safeguarding, handling, storage, transport, distribution, and disposal of Government materials marked as or known to be (by definition) Sensitive, But

Unclassified (SBU), For Official Use Only (FOUO) or Privacy Act. Contractor personnel shall strictly adhere to established standard operating procedures and practices while on Government premises, to include security checks, key control as required, and handling of documents, media, and other materials and equipment.

9.8. Contractor(s) shall comply with privileged user requirements outlined IAW AFMAN33-282, Computer Security and AFMAN33-285, Cybersecurity Workforce Improvement Program.

These publications may be updated during the life of the contract. The contractor will still need to comply with future publishing if they change during the POP.

10.0 OPSEC REQUIREMENTS WITHIN CONTRACTS

10.1 Contractor(s) shall comply with all provisions of AFI 10-701 Operations Security, and applicable AFSPC Supplement. Key excerpts are below.

10.2 Contractor(s) will practice OPSEC to protect critical information for specific Government contracts and subcontracts. Contractor(s) will consider OPSEC for all contractual requirements.

10.3 Contractor(s) will protect critical, sensitive and for official use only (FOUO) contracted information. The user organization will provide OPSEC guidance for the Contractors. The following OPSEC guidance is provided:

10.3.1 Organization's critical information list.

10.3.2 Adversaries' collection threat information as it applies to the organization's mission and the contract, (phishing, dumpster diving, etc.).

10.3.3 Operations security guidance (AFI 10-701).

10.3.4 Specific OPSEC measures including the organizations 100% shred policy.

10.3.4.1 Out-of-office replies/messages.

10.3.5 E-mail guidance with respect to OPSEC Training.

10.3.6 All required OPSEC training will be provided free to mission partners and Contractors from the Government user organization OPSEC Coordinators upon contract award.

11.0 ORGANIZATIONAL CONFLICT OF INTEREST

11.1 In accepting and performing the work required by this contract, the Contractor certifies that such work does not constitute or shall not create a conflict of interest due to any other work performed by the corporation.

12.0 PROPRIETARY INFORMATION

12.1 The Contractor shall abide by all Government and DoD regulations regarding the promulgation and use of proprietary information. The Government retains the right to all intellectual property produced in the course of this task. All documentation developed or acquired by the Contractor in support of the project, and any modifications thereto, remain the property of the Government.

12.2 No data provided to, or developed by, the Contractor shall be used for any purpose other than this contract. All information (data files and hard copy documentation) becomes the property of the Government and the Contractor shall return them to the COR at the completion of the task.

13.0 SECTION 508 COMPLIANCE

13.1 No part of the work effort shall involve the provision of services, materiel or equipment to disabled persons and is therefore not applicable to this contract PER 1194.3 C: "Except as required to comply with the provisions in this part, this part does not require the installation of specific accessibility-related software or the attachment of an assistive technology device at a workstation of a Federal employee who is not an individual with a disability."

14.0 PERSONNEL QUALIFICATIONS

14.1 The following minimum requirements apply to the Contractor:

Hiring Requirements, Experience, and Education:

• A+ and Security+ certifications required per AFMAN 33-285.

• Personnel must have experience training on and/or using an electronic medical record

(EMR) and experience using the standard medical applications and Healthcare IT systems

• Personnel must possess demonstrated knowledge of medical business processes and operations through previous job experience

• Personnel must be capable of providing formal and informal implementation guidance, integration, and change management support tasks (on the job training, formal and informal classroom and over the shoulder training) in a dynamic and interpersonal setting to support functional users requiring assistance in implementing, using, and integrating medical applications and their increments into the military medical clinical/business process

• Must provide functional support and perform system status checks as needed during trouble ticket resolution

• Personnel must be fluent in verbal and written English and English medical and dental terminology

15.0 CONTRACTOR MANPOWER REPORTING

15.1 Reporting inputs will be for the labor executed during the period of performance for each

Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October* of each calendar year. Contractors may direct questions to the CMRA help desk.

*Reporting Period: Contractors are required to input data by 31 October of each year.