FY26-Call Detail Reporting-SOW Signed.pdf

Department of Health and Human Services Indian Health Service

Statement of Work (SOW) Call Detail Records (CDR)

1. PURPOSE OF THE PROJECT

The Indian Health Service (IHS), a federal agency within the Department of Health and Human Services, is responsible for providing federal health services to American Indians and Alaska Natives. The mission of IHS is to raise the physical, mental, social, and spiritual health of American Indians and Alaska Natives to the highest level and assure that comprehensive, culturally acceptable personal and public health services are available and accessible to members of the 574 federally recognized Tribes across the United States.

The Oklahoma City Area Indian Health Service is comprised of Joint Commission accredited federal facilities in Oklahoma. To meet our mission, CDR (call detail records) are a modality that has been deemed necessary to monitoring telecommunications services as such are necessary to support and supplement health care operations within the facilities. The mission of the Oklahoma City Area Indian Health Services is to deliver quality care in order to attain positive health outcomes for all our valued patients with emphasis on cultural sensitivity and human dignity.

The Oklahoma City Area includes Oklahoma City Area Office, Lawton Indian Hospital, Anadarko Indian Clinic, Carnegie Indian Clinic, Clinton Indian Health Center, El Reno Health Center, Haskell Indian Health Center, Pawnee Indian Health Center, Watonga health Center, and Wewoka Indian Health Center for the intent of this need. These facilities have a requirement for CDR.

2. DETAILED DESCRIPTION OF THE TECHNICAL REQUIREMENTS

2.1. The contractor shall provide a 911 calls report that will provide total call usage for 911/emergency calls from the Cisco Unified Communications Manager with directory number groupings and granular call history details included.

2.2. The contractor shall provide an abandoned calls report that will provide a system wide abandonment call usage in your Cisco Unified Communications Manager with device description grouping and granular call history details included.

2.3. The contractor shall provide a detailed hunt group based report designed to identify callers that have called in more than one time during the reporting timeframe.

2.4. The contractor shall provide multi-direction extension or caller ID searching to include high level summarization as well as the granular call history details based on the inputted values or patterns.

2.5. The contractor shall provide a list of dormant extensions within Cisco Unified Communications Manager that have no call usage over a selected time period. These can be based on all dormant extensions, a group of dormant extensions, specific device pools or device types.

2.6. The contractor shall prove a list of dormant phones (physical and soft phones) within Cisco Unified Communications Manager that have no call usage over a selected time period.

2.7. The contractor shall provide a list of dormant hard desk IP phones (SEP devices) within Cisco Unified Communications Manager that have no call usage over a period of time.

2.8. The contractor shall provide a list of dormant phones soft phones within Cisco Unified Communications Manager that have no call usage over a selected time period.

2.9. The contractor shall provide a list of dormant end users within the Cisco Unified Communications Manager that have no call usage over a selected time period.

2.10. The contractor shall provide the number of calls coming into one or more hunt groups. It will also summarize by user who answered those calls sorted by total number of calls (highest to lowest). Also included in the output will be a graphical summarization by hour for each hunt group and then an hourly breakdown for each agent in a data table.

2.11. The contractor shall provide a report containing call counts and average call duration statistics grouped by department and end user.

2.12. The contractor shall provide a report that is designed to give users a high level overview of their department and extension call counts and durations.

2.13. The contractor with provide a SIP (session initiated protocol) capacity utilization report to show capacity utilization across the entire cluster for all SIP gateways.

2.14. The contractor shall provide a report that shows a comparison between soft phone versus hard phone usage.

2.15. The contractor shall prove a report designed for call manager administrators to help identify and track improper or abnormally terminating calls within their Cisco Call Manager Environment.

2.16. The contractor shall provide a cluster wide based report designed to provide total count and average count per day of all rows of data for the given run period.

2.17. The contractor shall provide support with initial installation and configuration of the system.

2.18. The contractor shall provide training for technical end users of the system

2.19. The contractor shall provide ongoing customer support for the system. The response time should be within 48 hours of report or request for assistance.

3. PERIOD OF PERFORMANCE

The period of performance will be 12 months from date of award with 4 option years.

4. LEVEL OF EFFORT

4.1. The contractor shall provide call-detail reports (CDR) and dashboards for approximately 2800 devices for the Oklahoma City Area Office (OCAO) using Cisco Unified Communications Manager.

4.2. The contractor shall provide dashboards that are fully customizable to the end user with features such as…

4.2.1. Configurable data and time periods

4.2.2. Drag and drop feature to create layouts

4.2.3. Permalinks within dashboards

4.2.4. Permissions-based restrictions for users

4.2.5. Notification of any dropped or 911 calls

4.2.6. Utilization and distribution charts

4.3. The contractor shall provide such features as…

4.3.1. Call history reporting

4.3.2. Capacity Utilization

4.3.3. CDR notification alerts

5. SPECIAL REQUIREMENTS

5.1. In accordance with HHSAR 304.1300(b) non-routine contractor employees shall comply with OPDIV

DHHS/SE Region – Human Resources, Security Clearance Guidance – Visitors (3/29/12) policy for contract performance period. Contractor employees will be required to obtain a visitor’s pass upon arrival for services from Facilities Management. - (Security Clearance for on-site human services)

5.2. The USPHS Oklahoma City Area Office Indian Health Service is a tobacco/smoke free environment (All buildings and grounds). No tobacco/smoking use will be tolerated during service.

5.3. Security Requirements: Contractor personnel will be required to contact the government designated point of contact upon arrival when reporting for service calls or delivery supplies. The contractor shall be responsible for the security of all organizational information. Current rules and regulations applicable to the premises, where the work shall be performed shall apply to the contractor and its employees while working on the premises. These regulations include but are not limited to, escort by Lawton Indian Hospital official, presenting valid identification, smoking restriction and any safety procedures.

5.4. The contractor shall not disclose or cause to disseminate any information concerning operations of

Oklahoma Area City Office Indian Health Services. Such action(s) could result in violation of the contract and possible legal actions.

5.5. All inquiries, comments, or complaints arising from any matter observed, experienced or learned of because of or in connection with the performance of the contract, the resolution of which may require the dissemination of official information, shall be directed to the government’s designated representative.

6. DELIVERABLES AND REPORTING REQUIREMENTS

6.1. Contractor Point of Contact: The contractor shall furnish one designated point of contact (POC) to the government’s designated representative for coordination of supplies, delivery, and/or maintenance. The POC will be empowered to make daily decisions to ensure that the contract implementation and day-to-day maintenance meets the terms and conditions of this contract.

6.2. Contractor’s Phone Numbers: The contractor shall provide a toll-free telephone number for service calls, which must be answered during at least eight working hours, between 8:00 am and 4:30 pm, Monday through Friday.

6.3. System Installation: The contractor shall provide all needed requirement to facilitate installation and configuration of the system.

6.4. Training: The contractor shall provide all needed training for technical staff. This should include delivery of written supporting documentation for the system.

6.5. Support: The contractor shall provide ongoing support for the system.

7. GOVERNMENT FURNISHED PROPERTY, FACILITIES AND SERVICES

7.1. The Government shall supply the facilities, supplies and the equipment of the IT Department and all facility specialty/support staff. Use of government furnished facility space, equipment, supplies, and personnel are for the provision of services set forth in this contract only.

8. CONTRACTOR FURNISHED PROPERTY, FACILITIES AND SERVICES

8.1. Required personnel, materials, supplies and equipment: The contractor shall furnish all personnel, materials, supplies and equipment required to perform work under the contract.

9. CHANGES TO THE STATEMENT OF WORK (SOW)

9.1. Any changes to this SOW shall be authorized and approved only through written correspondence from the Contracting Officer. Costs incurred by the contractor through the actions of parties other than the Contracting Officer shall be borne by the contractor.

10. DELIVERABLES/PERFORMANCE MATRIX

Performance Matrix Performance Standard AQL

Subscription Based Service Reliability

Subscription based services are reliable Yes/No

Subscribed Element Availability

All subscribed elements are available throughout the subscription period Yes/No

Customer Support Respond to customer service calls within 48 hours of report of an issue or request for assistance

95%

Installation and Configuration

Provide guidance and assistance with installation and configuration of the system

100%

Training Provide training for all identified staff and provide supporting documentation for the system.

95%

Requester Signature:

Department Supervisor Signature: