IHS RFP 75H70421R00015 Clinical Videao Telehealth Services.pdf

1 MO

Period of Performance:

12 Months After Date of Award

Option Year One Option Year Two

Option Year Three

MO

Option Year Four

MO

MO

Clinical Video Telehealth Services

MO

75H70421R00015 Page 2 of 49

Indian Health Service

Request for Proposal

For

Clinical Video Telehealth Services

(RFP) 75H70421R00015

You are invited to submit a proposal in accordance with the requirements of the following Solicitation.

Proposal must be received by the Government no later than the local time on the Due Date stated in the table below.

Issue Date: 2/26/2021

Due Date: 3/19/2021

Time: 3:00 pm EST

Points of Contact:

Cole Cook

(580) 695-8291 Cole.Cook@ihs.gov Crystal Showell

(301) 491-0307 crystal.showell@ihs.gov mailto:Cole.Cook@ihs.gov mailto:crystal.showell@ihs.gov

75H70421R00015 Page 3 of 49

SECTION B – PRODUCTS OR SERVICES AND PRICES/COSTS

B.1. CONSIDERATION

The Contractor shall provide the commercial services described in Section C, Description/ Specifications/Performance Work Statement (PWS). Except as otherwise specified in the contract, the Contractor shall furnish the necessary personnel, equipment, materials, services, and otherwise do all things necessary for the performance of the work set forth herein.

B.2. CONTRACT PRICING

The Indian Health Service (IHS) is planning to issue a firm-fixed price contract vehicle as a result of this solicitation. You are invited to submit a written proposal utilizing the below Schedule of Prices for the services specified in Section C, under Request for Proposal (RFP) 75H70421R00015.

B.3. PRICE SCHEDULE

Period of Performance: Base Year and Four Option Years

CLIN

Type

Description CLIN QTY UNIT OF

MEASURE

TOTAL

PRICE

FFP Clinical Video Telehealth (CVT) Support Services 0001 1 YR $

FFP (BASE) Training Support 0002 1 YR $ FFP (BASE) Helpdesk Support 0003 1 YR $ FFP (OY01) Clinical Video Telehealth

(CVT) Support Services 1001 1 YR $

FFP (OY01) Training Support 1002 1 YR $ FFP (OY01) Helpdesk Support 1003 1 YR $ FFP (OY02) Clinical Video Telehealth

(CVT) Support Services 2001

1 YR $

FFP (OY02) Training Support 2002 1 YR $ FFP (OY02) Helpdesk Support 2003 1 YR $ FFP (OY03) Clinical Video Telehealth

(CVT) Support Services 3001

1 YR $

FFP (OY03) Training Support 3002 1 YR $ FFP (OY03) Helpdesk Support 3003 1 YR $ FFP (OY04) Clinical Video Telehealth

(CVT) Support Services 4001 1 YR $

FFP (OY04) Training Support 4002 1 YR $ FFP (OY04) Helpdesk Support 4003 1 YR $

NOTE 1: POTENTIAL 6-MONTH EXTENSION IAW 52.217-8 WILL BE EVALUATED AS 1/2 OF THE

VALUE OF PROPOSED TOTAL FOR OPTION PERIOD #4.

NOTE 2: IF ANCILLARY SUPPORT (EITHER X002 & X003) IS INCLUDED IN SERVICE LINE PLEASE

ANNOTATE AS "NOT SEPARATELY PRICED" (NSP).

Base Period $ Option Period # 1 $ Option Period # 2 $ Option Period # 3 $ Option Period # 4 $ Total Evaluated Price $

75H70421R00015 Page 4 of 49

SECTION C – PERFORMANCE WORK STATEMENT (PWS)

1/28/2021

Table of Contents C.1 Background C.2 General Requirements

C.2.1 Business and Clinical Requirements

C.2.2 Technical Requirements

C.2.3 Information Assurance and Accessibility Requirements

C.2.4 Training and Technical Support Requirements

C.2.5 Additional Features, Benefits, and Value

C.2.6 Non-Personal Services

C.2.7 Business Relations

C.2.8 Subcontract Management

C.3 Performance Requirements C.3.1 System Implementation

C.3.2 System Operations

C.3.3 Training

C.3.4 Technical Support

C.3.5 Communication

C.3.6 Cultural Sensitivity

C.4 Special Requirements C.4.1 Reporting

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C.1 Background

The Indian Health Service (IHS), an agency within the Department of Health and Human Services (DHHS), is responsible for providing federal health services to American Indians and Alaska Natives (AI/AN). The IHS is the principal federal health care provider and health advocate for Indian people, and its goal is to raise their health status to the highest possible level. The IHS provides a comprehensive health service delivery system for approximately 2.56 million AI/AN people who belong to 574 federally recognized tribes in 37 states.

The COVID-19 pandemic caused a very high demand for telehealth solutions for which the IHS is seeking an affordable, secure, and scalable Clinical Video Telehealth (CVT) solution to enable patient-to-provider and provider-to-provider telehealth meetings. CVT is defined as using real-time interactive video conferencing, sometimes with supportive peripheral technologies, to assess, treat, and provide care to a patient remotely. Typically, CVT links the patient at a clinic to the provider at another location. CVT can also provide video connectivity between a provider and a patient at a different location, such as a patient’s home.

C.2 General Requirements

Under this contract, the Contractor is responsible for the planning, coordination, development, implementation, delivery, and quality assurance of a CVT solution that will provide IHS patients access to telehealth services, significantly improving access to care by reducing the delay and costs involving patient travel. The purpose of this acquisition is to meet the increased demands for telehealth services by providing a cloud-based scalable video conferencing solution. This acquisition will implement a commercial-off-the-shelf (COTS) telehealth video conferencing solution to be used by patients and healthcare providers. This new solution is one of several that the IHS uses for telehealth and will not be the only video conference system used by the IHS.

Videoconferencing technologies are means by which IHS staff can use on-screen viewing to communicate with and visualize patients remotely, thus avoiding travel and offering easier access to clinically indicated care. CVT provides an alternative to in-person encounters while still providing face-to-face interaction between the patient, personal support persons, IHS staff, and other health care providers. Effective usage of CVT requires special training and equipment for all parties in the encounter.

Critical Requirement: The Federal Risk and Authorization Management Program (FedRAMP) is a mandatory government-wide program for Federal Agency cloud deployments. The FedRAMP program provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. The IHS may only use cloud services that have obtained a FedRAMP Moderate or High Impact Authority to Operate (ATO), also referred to as a FedRAMP certified cloud service. The Contractor shall provide evidence in its proposal that the proposed solution is FedRAMP certified or meets the requirements to become FedRAMP certified within 60 days of the contract period of performance start date.

This section describes the general requirements for this effort. The following sub-sections provide details of various considerations on this effort. The following schedule of tasks and deliverables outlines the requirements necessary to plan, organize, develop, implement, operate, and evaluate the

75H70421R00015 Page 6 of 49 required telehealth services.

C.2.1 Business and Clinical Requirements

The Contractor shall describe its approach to meet the following business and clinical requirements.

The Contractor’s solution shall provide:

Fu lly

D el iv er

Pa rti al

C an no t D el iv er Requirement Description

R eq ui re d

Pr ef er re d (O pt io na

1. Services to support minimum of 2000 health care providers within 12 IHS Geographical Areas. IHS locations are provided here: https://www.ihs.gov/locations/. The weekly high average number of audio or video telehealth conferences during the 2020 COVID-19 pandemic is 30,000. The Contractor’s solution shall be able to scale up to this level at a minimum;

X

2. An option for IHS to acquire up to 20,000 licenses for expansion; X

3. Video conferencing capabilities for Patient-to-Provider and Provider-to-Provider modalities; with the ability for CVT system and modalities to support the use of all types of peripherals connected to the modality, including but not limited to, Otoscope, Ophthalmoscope, Stethoscope, Laryngoscope, Glidescope, microphones, and cameras.

X

4. The Contractor shall describe how its solution is optimized for stethoscopy because the audio quality generally loses clarity with filtering.

X

5. Video conferencing capabilities that are optimized for end-users primarily located in rural areas throughout the United States where users have very slow network or internet connectivity speeds (slower than 256Kbps), and high latency (higher than 600 ms roundtrip). This applies to both WebRTC and Application-based solutions.

X

6. Support end user devices/modalities, computers, mobile devices, and tablets that are 5 years old or newer; X

7. Text chat function within an audio or video conference; X

8. Easy to use for providers and end users so they are able to connect to a video session with very few clicks and a minimum of effort;

X

9. End user interface that is intuitive, not cluttered, and extremely easy to use and navigate with help features or tutorials to enhance the ability for end users to quickly use and learn the environment they will interface with;

X

10. Desktop screen sharing function within a video conference.

The ability for providers and patients to share their screens with annotation capabilities;

X https://www.ihs.gov/locations/

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11. Secure file sharing function within an audio or video conference and the ability to enable or disable file sharing at the global level. The Contractor shall describe its store and forward capabilities including the ability to capture images;

X

12. Patient Appointment Scheduling capabilities. The Contractor shall also describe its experience integrating scheduling with Electronic Health Record (EHR)/Practice Management systems;

X

13. A voice/video service test option for end-users to automatically validate their hardware, software, and network connection meets minimum requirements for video conferencing;

X

14. Seamless switching from audio/video to audio-only if the connection is unsatisfactory. The Contractor shall describe its process to reconnect dropped calls;

X

15. When the CVT system calls a phone, the Contractor’s solution shall have the ability to display one primary source toll-free number and caller ID that correctly identifies Indian Health Service as the caller when the end-user receives and answers the call. Patients are less likely to answer blocked numbers;

X

16. One toll free number used by everyone when calling into a CVT audio-only or video session with the ability to have alternate local numbers in all locations throughout the United States where end-users reside in case they are not able to call a toll free number and have to make the call because they cannot receive a call;

X

17. Custom Branded Apps and Website with the IHS logo and color scheme. The Government will provide logos and Government Furnished Information (GFI) in accordance with the IHS Logo Policy found at https://www.ihs.gov/ihm/pc/part-5/chapter-4-indian-health-service-logo-policy/;

X

18. The ability to add or drop specific participants from the call without disconnecting other participants in the call or video session. Examples include third parties (e.g. interpreters) as well as transferring a session to new participants (e.g. M.A.

to provider, provider to pharmacist, etc.);

X

19. The ability to lock a meeting to prevent eavesdropping or new participants from joining the call or session even if they have the passcodes and dial-in information for the meeting;

X

20. A queuing waiting room feature for moderators to admit users to a meeting; X

21. An agreement to generate and enter into a HIPAA Business Associate Agreement with the IHS that follows the provisions identified here:

https://www.ihs.gov/sites/hipaa/themes/responsive2017/disp

X https://www.ihs.gov/ihm/pc/part-5/chapter-4-indian-health-service-logo-policy/ https://www.ihs.gov/ihm/pc/part-5/chapter-4-indian-health-service-logo-policy/ https://www.ihs.gov/sites/hipaa/themes/responsive2017/display_objects/documents/IHSBusinessAssociateAgreement.pdf

75H70421R00015 Page 8 of 49 lay_objects/documents/IHSBusinessAssociateAgreement.pd f;

22. Provide customizable patient and provider satisfaction surveys to measure customer satisfaction; X

23. Ability to return the patient to the waiting room e.g. in the case of a patient needing to see multiple clinicians individually as a part of one appointment (e.g. pre-op), and;

X

24. Ability for patients to access conferencing services via URL with an option for both WebRTC and application-based solutions compatible with the most common end-user devices such as mobile phones, tablets, and personal computers;

X

25. Easily accessible and available helpdesk to assist IHS staff, patients, and any end-user having difficulties using the CVT system, modalities, or digital devices to join a meeting or session.

X

Table 1: Business and Clinical Requirements Matrix

C.2.2 Technical Requirements

IHS health care providers operate within the IHS Wide Area Network that controls the flow of internet traffic into two primary points of presence in Albuquerque, NM and Rockville, MD. IHS requires low latency and secure connectivity between the IHS network and the Contractor’s service for optimum voice and video quality. The majority of IHS Facilities and patients are located in rural areas throughout the United States. Broadband access to the Internet from most rural locations where IHS patient and end-users live and reside is a constraint to IHS providing telehealth video services. The Contractor shall describe its approach to optimize connectivity between the IHS network, patients in rural locations, and the CVT service to provide optimum voice and video quality on telehealth calls. The Contractor shall describe its approach to meet the following technical requirements. The Contractor’s technical solution shall be:

no t D el iv er Requirement Description

R eq ui er re d (O pt

1. Capable of supporting a maximum of 5000 video calls (15-30 minute calls on average) per week during standard business hours;

X

2. Optimized to provide video conferencing over high latency (higher than 600ms roundtrip) and low bandwidth (upload and download speeds 256 Kbps or higher) network connections;

X

3. Compatible with the most commonly used mobile device, tablet, laptop, and personal computer platforms and shall support the latest versions of the most common operating systems as well as versions released in the past five years:

Android (Version 5.0 or above), iOS (Version 8.0 and above), iPadOS (Version 13 and above), macOS (OSX 10.11 and above), and Windows (Windows 7 and above);

X https://www.ihs.gov/sites/hipaa/themes/responsive2017/display_objects/documents/IHSBusinessAssociateAgreement.pdf https://www.ihs.gov/sites/hipaa/themes/responsive2017/display_objects/documents/IHSBusinessAssociateAgreement.pdf

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4. Capable of supporting the latest versions of the most common web browsers, and WebRTC; X

5. Capable of supporting the SIP, H.323, or H.264 standards to allow communication between video teleconferencing commercial hardware such as the Cisco codecs and roomkits.

The Contractor shall describe how many SIP endpoints and/or concurrent gateway calls the solution can support;

X

6. Comply with the Internet Protocol version 6 (IPv6) standards profile as defined in NIST SP-500-267:

https://www.nist.gov/system/files/documents/itl/antd/usgv6-v1.pdf ;

X

7. Provide a fully functioning Application Programming Interface (API) that allows the IHS to incorporate the solution’s functionality into custom applications.

X

8. Provide a non-production development environment for the IHS to test configuration changes, system enhancements, upgrades, patches, API interfaces, and other functionality without impacting the production system.

X

Table 2: Technical Requirements Matrix

C.2.3 Information Assurance and Accessibility Requirements

The Contractor shall describe its approach to meet the following information assurance and accessibility requirements. The Contractor’s solution shall:

no t D el iv er Requirement Description

R eq ui er re d (O pt

1. Ensure that Federal information, other than unrestricted information, being transmitted from Federal government entities to external entities using cloud services is inspected by Trusted Internet Connections (TIC) processes;

X

2. Provide security mechanisms for handling data at rest and in transit in accordance with FIPS 140-2 Level 2 security requirements;

X

3. Be a FedRAMP Moderate or higher Certified Cloud Service (or equivalent); X

4. Be Health Insurance Portability and Accountability Act (HIPAA) Compliant; X

5. Be compliant with The Privacy Act of 1974, which prohibits the disclosure of a record about an individual from a system of records absent the written consent of the individual;

X

6. Host all data and services within the United States. All data shall only be processed, transmitted, and stored in facilities and through networks located within the U.S.

X https://www.nist.gov/system/files/documents/itl/antd/usgv6-v1.pdf https://www.nist.gov/system/files/documents/itl/antd/usgv6-v1.pdf

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Data may be transmitted through Canada to reach Alaska.;

7. Provide support personnel (those who have access to IHS data) who are U.S. persons maintaining a NACI clearance or greater in accordance with OMB memorandum M-05- 24, Section C (http://www.whitehouse.gov/sites/default/files/omb/memor anda/fy2005/m05-24.pdf);

X

8. Be accessible to people with disabilities and be compliant with Web Content Accessibility Guidelines (WCAG) 2.1 technical standard and the requirements of Section 508 of the Rehabilitation Act of 1973;

X

9. Provide labor to complete the System Security Plan (SSP) documentation within 30 days and meet all requirements outlined in the Indian Health Manual Chapter 12 - Information Technology Security located at https://www.ihs.gov/ihm/pc/part-8/p8c12/ to obtain a Provisional Authority to Operate (P-ATO) from IHS;

X

10. Provide the capability for IHS to obtain near real-time call logs in a format compatible with the IHS Security information and event management (SIEM) system - Splunk. This data shall allow IHS to conduct performance monitoring and clinical monitoring to support measuring efficiency/quality;

X

11. Provide a solution that can be monitored by the IHS Cloud Access Security Broker (CASB) – Microsoft Cloud App Security (MCAS), and;

X

12. Provide a solution capable of using SAML and OAuth 2.0 protocols for handling authentication to the IHS Active Directory and multi-factor authentication platform.

X

Table 3: Information Assurance and Accessibility Requirements Matrix

C.2.4 Training and Technical Support Requirements

The Contractor shall describe its approach to meet the following training and technical support requirements. The Contractor’s solution shall:

no t D el iv er Requirement Description

R eq ui er re d (O pt

1. Provide virtual live training sessions to demonstrate the features of the product and how providers and end-users should use it;

X

2. Provide Web-based Video Training and How-To guides as tutorials for End-Users, and providers. Training Documentation and training videos available to all end users that are short, succinct, and easy to follow that demonstrate and show how to use all the features available to the end-

X http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf https://www.ihs.gov/ihm/pc/part-8/p8c12/

75H70421R00015 Page 11 of 49 users. All videos and training documents will be continuously updated with the latest and greatest features and capabilities of the CVT system as they are released and put into production;

3. Provide live technical support 24 hours a day, seven days a week, every day of the year to a) troubleshoot the first tier of issues with patient incidents and b) troubleshoot the highest tier service incidents, problems, or service requests initiated by IHS technical staff;

X

4. Provide system outage or service degradation information via email to IHS staff in near real-time when an incident is detected.

X

Table 4: Training and Technical Support Requirements Matrix

C.2.5 Additional Features, Benefits, and Value

The Contractor shall describe in its proposal any features, benefits, and value-added functionality that its solution provides in addition to those addressing requirements in PWS Sections C.2.1, C.2.2, C.2.3, and C.2.4., especially where those benefits and value will allow providers and patients the highest standard of care.

C.2.6 Non-Personal Services

The Government shall neither supervise contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the Contractor's responsibility to notify the Contracting Officer (CO) immediately.

C.2.7 Business Relations

The Contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The Contractor is required to provide quality assurance services and effective management of subcontractors. The Contractor shall seek to ensure customer satisfaction and the professional and ethical behavior of all contractor personnel.

C.2.8 Subcontract Management

The Contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime Contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the CO and COR.

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C.2.9 Implementation Project Plan

The Contractor shall deliver an Implementation Project Plan that lays out the Contractor’s approach, timeline and tools to be used in execution of this contract. The Project Plan should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The initial baseline Project Plan shall be submitted within 30 days of contract award, concurred upon by the Government, and updated by the contractor within one week of concurrence.

The Contractor shall update and maintain the IHS COR approved Project Plan throughout the period of performance.

C.3 Performance Requirements

The Contractor shall provide the necessary personal resources, equipment, and infrastructure to manage, perform, and administer the contract throughout the performance period. The following section specifies the Performance Objectives and Performance Elements for the contract.

C.3.1 System Implementation

The Contractor shall implement a fully functional production clinical video telehealth (CVT) system for the IHS.

Performance Standards and Acceptable Quality Level (AQL)

1) Timely

a. AQL: Deployment shall occur in accordance with the deliverables schedule in accordance with subsection 4.1 – Deliverables Schedule.

2) Services

a. AQL: The Contractor shall provide all required CVT services.

b. AQL: ≥98% of all documents are updated, reviewed and approved in accordance with the delivery schedule.

3) Complexity

a. AQL: Video/audio conferencing service shall be Cisco and Polycom compatible.

Deliverables

A001 Implementation Project Plan

C.3.2 System Operations

The Contractor shall provide clinical video telehealth (CVT) services to the IHS.

Performance Standards and Acceptable Quality Level (AQL)

Timely

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a. AQL: meet a performance target of 99.9% system availability uptime.

b. AQL: The Contractor shall notify IHS within 2 business days prior to making system changes that may potentially negatively impact performance of the CVT service.

2) Services

a. AQL: All required CVT services shall be provided by the Contractor.

Deliverables

A002 Weekly Performance Monitoring Report

C.3.3 Training

The Contractor shall provide adequate level of training to the IHS staff to successfully support the CVT services at the IHS facility. Training should be available and/or provided to IHS staff on a bi-monthly basis as needed. Training shall also provide Web-based Video Training and How-To guides as tutorials for End-Users.

Performance Standards and AQL

1) Timely

a. AQL: Contractor will schedule regular, ongoing training regarding the use and support of the CVT service.

2) Materials

a. AQL: Contractor will develop and/or provide enduring training materials in the form of recorded video or online learning modules in appropriate formats consistent with current technology and accessibility standards.

3) Evaluation

a. AQL: Training plans and materials will be provided at the request of IHS and are subject to review and approval by IHS no less than annually.

b. AQL: Obtain ≥95% satisfactory ratings on training effectiveness based on evaluation of training evaluation feedback scores from IHS staff.

Deliverables

A003 Training Agenda & Schedule A004 Training Materials A005 Monthly Customer Satisfaction Survey Result Report - Training

C.3.4 Technical Support

The Contractor shall provide helpdesk support for the telehealth service.

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Performance Standards and AQL

1) Timely

a. AQL: Services are available 24 hours a day, seven days a week, every day of the year with 99.9% uptime.

b. AQL: Contractor staff will respond to ≥98% of support requests within (5) minutes of being contacted by the end-user.

c. AQL: The Contractor shall resolve ≥80% of support requests within (20) minutes.

2) Communication

a. AQL: As evidenced by no more than ten substantiated complaints from IHS physicians or other licensed practitioners delivering the service in any 30-day period.

In addition, ≥95% of customer survey responses shall have a satisfactory or higher rating.

Deliverables

A006 Monthly Customer Satisfaction Survey Result Report – Technical Support

C.3.5 Communication

The Contractor shall ensure all contractor staff communicates and coordinates effectively and efficiently with the end-users.

Performance Standards and AQL

1) Communication

a. AQL: No more than two substantiated complaints related to communication within a year.

b. AQL: Timely (<10 minutes) notification of system downtime.

c. AQL: 48-hour prior written notice of any planned system downtime.

2) Adverse Events

a. AQL: No more than one substantiated adverse patient event within a year due to communication errors.

Deliverables

A007 Annual Customer Satisfaction Survey Result Report

C.3.6 Cultural Sensitivity

The Contractor shall ensure all contractor staff are culturally sensitive and appropriate. A Guide to Build Cultural Awareness is available for download here:

https://store.samhsa.gov/sites/default/files/d7/priv/sma08-4354.pdf https://store.samhsa.gov/sites/default/files/d7/priv/sma08-4354.pdf

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Performance Standards and AQL

1) Training Provides evidence of training in cultural sensitivity/competence

a. AQL: All contractor staff shall take one hour of training on cultural sensitivity/competence each year.

2) Customer Service

a. AQL: No more than two substantiated complaints from patient or staff related to culture sensitivity/competence within a year

Deliverables

A007 Annual Customer Satisfaction Survey Result Report

C.4 Special Requirements

This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

C.4.1 Reporting The Contractor shall follow the reporting plan submitted as part of the proposal and keep the Government fully informed of the status throughout the contract period. Throughout the contract periods, attention must be given to minimize interruptions or delays to work-in-progress that would affect the mission. All reports generated under the scope of the contract shall be Section 508 compliant.

Telehealth Call Summary: The Contractor shall provide automated reporting requirements so that IHS management staff at the facility, Area, or HQ level can run reports to see how many calls, how long, how many dropped, how many switched to audio-only, etc. The Contractor shall describe the types of reporting information it can make available.

Deliverables A008 Weekly Telehealth Call Summary Report

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SECTION D – PACKAGING AND MARKING

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SECTION E – INSPECTION AND ACCEPTANCE

E.1 INSPECTION AND ACCEPTANCE

a. All work under this contract is subject to inspection and final acceptance by the Contracting Officer or the duly authorized representative of the Government.

b. The Government’s Contracting Officer’s Representative (COR) is the duly authorized representative of the Government and is responsible for inspection and acceptance of all items to be delivered under this contract. All deliverables will be inspected for content, completeness, accuracy, and conformance to the contract requirements by the IHS COR. Inspection may include validation of information or software through the use of automated tools, testing, or inspections of the deliverables, as specified in the contract.

c. Inspection and acceptance of the Contractor’s performance shall be in accordance with applicable Federal Acquisition Regulation (FAR) clauses.

E.2 APPROVALS BY THE CONTRACTING OFFICER’S REPRESENTATIVE (COR)

All items to be delivered to COR will be deemed to have been approved thirty (30) calendar days after date of delivery, except as otherwise specified in this contract, if written approval or disapproval has not been given within such period. The COR’s approval or revision to the items submitted shall be within the general scope of work stated in this contract. Upon receipt of the Government comments to a deliverable that has been rejected, the contractor shall have ten workdays to incorporate the Government’s comments and/or change requests and to resubmit the deliverable in its final form.

E.3 NON-CONFORMING PRODUCTS OF SERVICES

Non-conforming products or services will be rejected. Deficiencies shall be corrected, by the contractor, within ten workdays of the rejection notice. If the deficiencies cannot be corrected within ten workdays, the contractor shall immediately notify the IHS COR of the reason for the delay and provide a proposed corrective action plan within ten workdays.

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SECTION F – DELIVERIES OR PERFORMANCE

F.1 PERIOD OF PERFORMANCE (POP)

The period of performance of this contract is One (1) 12-month base period and four (4) 12-month option periods.

F.2. POST-AWARD CONFERENCE/PERIODIC PROGRESS MEETING

The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance.

F.3. DELIVERABLES SCHEDULE

The Contractor shall provide the following deliverables:

Deadline Deliverable Schedule for Contract Base Year

Weekly Deliverables

Section C.3.2 A002 Weekly Performance Monitoring Report Section C.4.1 A008 Weekly Telehealth Call Summary Report

Monthly Deliverables

Section C.3.3 A005 Monthly Customer Satisfaction Survey Result Report - Training Section C.3.4 A006 Monthly Customer Satisfaction Survey Result Report – Technical Support

Annual Deliverables

Section C.3.5 and C.3.6 A007 Annual Customer Satisfaction Survey Result Report

Within 7 days of contract execution Kick-off Meeting

Within 30 days of contract execution

Section C.3.1 A001 Implementation Project Plan Section C.3.3 A003 Training Agenda & Schedule A004 Training Materials

Within 90 days of contract execution Complete service provisioning as defined in Section C.2

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SECTION G – CONTRACT ADMINISTRATION DATA

G.1. AUTHORITIES OF GOVERNMENT PERSONNEL

Notwithstanding the Contractor’s responsibility for total management during the performance of this contract, the administration of the contract will require coordination between the Government and the Contractor. The following individuals will be the Government’s points of contact during performance of the contract.

G.1.1 Contracting Officer (CO) All contractual actions shall be authorized by:

Cole Cook Indian Health Service, HQ Division of Acquisition Policy 5600 Fishers Lane, Mail Stop 09E32 Rockville, MD 20857 Phone: (580) 695-8291 Email: Cole.Cook@ihs.gov

G.1.2 Contracting Officer's Representative (COR)

Paul Kundtz Indian Health Service, HQ Office of Information Technology 5600 Fishers Lane, Mail Stop 07E02 Rockville, MD 20857 Email: Paul.Kundtz@ihs.gov

G.1.3 Technical Monitoring

a) Performance of work under this contract must be subject to the technical direction of the COR identified above, or a representative designated in writing. The term “technical direction” includes, without limitation, direction to the contractor that directs or redirects the labor effort, shifts the work between work areas or locations, fills in details and otherwise serves to ensure that tasks outlined in the work statement are accomplished satisfactorily.

(b) Technical direction must be within the scope of the specification(s)/of the Statement of Objectives.

The Contracting Officers’ Representative does not have authority to issue technical direction that:

(1) Constitutes a change of assignment or additional work outside the specification(s)/statement of objectives;

(2) Constitutes a change as defined in the clause entitled “Changes”;

(3) In any manner causes an increase or decrease in the contract price, or the time required for contract performance;

(4) Changes any of the terms, conditions, or specification(s)/work statement of the contract;

(5) Interferes with the contractor's right to perform under the terms and conditions of the mailto:Cole.Cook@ihs.gov

75H70421R00015 Page 20 of 49 contract; or

(6) Directs, supervises or otherwise controls the actions of the contractor's employees.

G.2. INVOICE SUBMISSION

The Contractor shall submit invoices once per month. A complete invoice with required information shall be sent electronically, via email, to:

1. Contracting Officer: cole.cook@ihs.gov

2. Contracting Officer’s Representative (COR): paul.kundtz@ihs.gov

3. Office of Finance and Accounting (OFA): HQInvoices@ihs.gov

* No other non-invoice related documents (i.e. deliverables, reports, balance statements) should be included in the invoice submission. Failure to submit directly to the offices listed above will delay prompt payment of your invoice.

For invoices submitted by email: the subject line of each email invoice submission shall contain the contractor name, DUNS, contract/task order number, and unique invoice number. The Contractor shall send one email per contract/order per month. The email may have multiple invoices for the contract. Invoices must be in one of the following formats: PDF, or Word.

All information set forth in FAR Clause 52.212-4(g), Invoice, must be included in all invoices for it to constitute a proper invoice.

FAR 52.212-4(g) Invoice.

(1) The Contractor shall submit an original invoice and three copies (or electronic invoice, if authorized) to the address designated in the contract to receive invoices. An invoice must include --

(i) Name and address of the Contractor;

(ii) Invoice date and number; period of performance covered;

(iii) Contract number, line item number and, if applicable, the order number;

(iv) Description, quantity, unit of measure, unit price and extended price of the items delivered;

(v) Shipping number and date of shipment, including the bill of lading number and weight of shipment if shipped on Government bill of lading;

(vi) Terms of any discount for prompt payment offered;

(vii) Name and address of official to whom payment is to be sent;

(viii) Name, title, and phone number of person to notify in event of defective invoice; and

(ix) Taxpayer Identification Number (TIN). The Contractor shall include its TIN on the invoice only if required elsewhere in this contract.

(x) Electronic funds transfer (EFT) banking information.

(A) The Contractor shall include EFT banking information on the invoice only if required elsewhere in this contract.

(B) If EFT banking information is not required to be on the invoice, in order for the invoice to be a proper invoice, the Contractor shall have submitted correct EFT banking information in accordance mailto:cole.cook@ihs.gov mailto:paul.kundtz@ihs.gov

75H70421R00015 Page 21 of 49 with the applicable solicitation provision, contract clause (e.g., 52.232-33, Payment by Electronic Funds Transfer— System for Award Management, or 52.232-34, Payment by Electronic Funds Transfer—Other Than System for Award Management), or applicable agency procedures.

(C) EFT banking information is not required if the Government waived the requirement to pay by

EFT.

(2) Invoices will be handled in accordance with the Prompt Payment Act (31 U.S.C. 3903) and Office of Management and Budget (OMB) prompt payment regulations at 5 CFR part 1315.

G.3 USE OF GOVERNMENT DATA

a. Any data given to the Contractor by the Government shall be used only for the performance of the contract unless the Contracting Officer specifically permits another use, in writing. Should the Contracting Officer permit the Contractor the use of Government-supplied data for a purpose other than solely for performance of this contract and, if such use could result in a commercially viable product, the Contracting Officer and the Contractor must negotiate a financial benefit to the Government. This benefit should most often be in the form of a reduction in the price of the contract; however, the Contracting Officer may negotiate any other benefits he/she determines is adequate compensation for the use of these data.

b. Upon the request of the Contracting Officer, or the expiration date of this contract, whichever shall come first, the Contractor shall return or destroy all data given to the Contractor by the Government. However, the Contracting Officer may direct that the data be retained by the Contractor for a specific period of time, which period shall be subject to agreement by the Contractor. Whether the data are to be returned, retained, or destroyed shall be the decision of the Contracting Officer with the exception that the Contractor may refuse to retain the data. The Contractor shall retain no data, copies of data, or parts thereof, in any form, when the Contracting Officer directs that the data be returned or destroyed. If the data are to be destroyed, the Contractor shall directly furnish evidence of such destruction in a form the Contracting Officer shall determine is adequate.

G.4 DISSEMINATION, PUBLICATION AND DISTRIBUTION OF

INFORMATION

a. Data and information either provided to the Contractor, or to any subcontractor or generated by activities under this contract or derived from research or studies supported by this contract, shall be used only for the purposes of the contract. It shall not be duplicated, used or disclosed for any purpose other than the fulfillment of the requirements set forth in this contract. This restriction does not limit the contractor's right to use data or information obtained from a non-restrictive source. Any questions concerning "privileged information" shall be referred to the Contracting Officer.

b. Some data or information may require special consideration with regard to the timing of its disclosure so that preliminary findings which could create erroneous conclusions are not simulated.

Also, some data or information, which relate to policy matters under consideration by the Government, may also require special consideration with regard to the timing of its disclosure so that the open and vigorous debate, within the government, of possible policy options is not

75H70421R00015 Page 22 of 49 damaged.

c. Any questions about use or release of the data or information or handling of material under this contract shall be referred to the Contracting Officer who must render a written determination. The Contracting Officer's determinations will reflect the results of internal coordination with appropriate program and legal officials.

d. Written advance notice of at least forty-five (45) days shall be provided to the Contracting Officer of the Contractor's desire to release findings of studies or research or data or information described above. If the Contractor disagrees with the Contracting Officer's determination, and if this disagreement cannot be settled by the Contractor and the Contracting Officer in a mutually satisfactory manner, then the issue will be settled pursuant to the "Disputes" clause.

e. Any presentation of any report, statistical or analytical material based on information obtained from this contract shall be subject to review by the COR before dissemination, publication, or distribution. Presentation includes, but is not limited to, papers, articles, professional publications, speeches, testimony or interviews with public print or broadcast media. This does not apply to information that would be available under the Federal Freedom of Information Act.

f. The COR’s review shall cover accuracy, content, manner of presentation of the information, and also the protection of the privacy of individuals. If the review finds that the Privacy Act is or may be violated, the release/use of the presentation shall be denied until the offending material is removed or until the Contracting Officer makes a formal determination, in writing, that the privacy of individuals is not being violated.

g. If the review shows that the accuracy, content, or manner of presentation is not correct or is inappropriate in the light of the purpose of the project, the COR shall immediately inform the Contractor, in writing, of the nature of the problem. If the Contractor disagrees, the COR may insist that the presentation contain, in a manner of equal importance, materials which show the government's problem with the presentation.

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SECTION H– SPECIAL CONTRACT REQUIREMENTS

H.1. MANDATORY TRAINING FOR ALL CONTRACT PERSONNEL

"PROTECTING CHILDREN FROM SEXUAL ABUSE BY HEALTH CARE PROVIDERS"

All contractor staff assigned to this contract shall take the training that is available via IHS website, https://www.ihs.gov/sexualabuseprevention/training/, on protecting children from sexual abuse by health care providers, within 30 days from the contract award date, and yearly thereafter.

Furthermore, all the new hires will complete the training no later than 30 days after the assignment to the contract, throughout the contract period. This annual training covers the IHS Indian Health Manual Part 3 Chapter 20 policy that provides professional standards and guidance to protect against sexual abuse or exploitation of children by health care providers. The training covers what all IHS federal and contractor staff need to know about their critical role in preventing sexual abuse of children.

Anyone with knowledge or suspicion of child abuse has a responsibility to report the information to local law enforcement; the IHS Headquarters Division of Personnel Security and Ethics; or the HHS Office of the Inspector General. IHS health care practitioners, administrators and other personnel including the contractor staff have a legal duty to report known or suspected abuse. When reporting suspected child abuse case, the informer can be confident that The IHS Leadership will take the allegations seriously and without reprisal.

No later than ________________ (30 days after the award date), please respond to the Contracting Officer via email with a completion status on behalf of all contractor staff assigned under the contract# _________________. This completion status shall be submitted to the Contracting Officer within 30 days of each option period start date.

H.2. RECORDS MANAGMEENT AND RETENTION

The Contractor (and/or any subcontractor) shall maintain all information in accordance with Executive Order 13556 -- Controlled Unclassified Information, National Archives and Records Administration (NARA) records retention policies and schedules and HHS/IHS policies and shall not dispose of any records unless authorized by HHS/IHS.

In the event that a contractor (and/or any subcontractor) accidentally disposes of or destroys a record without proper authorization, it shall be documented and reported as an incident in accordance with HHS/IHS policies.

H. 3 CONTRACTOR PERFORMANCE EVALUATION REPORT

Contractor performance will be evaluated pursuant to FAR Subpart 42.15. This evaluation shall become a part of the contract file and shall be used as past performance information in evaluating the Contractor’s, and any significant subcontractors’ or affiliates, past performance on future contracts. Contractor Performance Assessment Report System (CPARS) is an on-line reporting system http://www.cpars.csd.disa.mil/cparsmain.htm. The Contractor Performance Report is completed by the Project Officer electronically and sent to the Contractor for review and approval at http://www.cpars.csd.disa.mil/cparsmain.htm

75H70421R00015 Page 24 of 49 the end of each performance period as an interim report and at the end of the contract performance as a final report. After review by the Contracting Officer, the report becomes a permanent record of the Contractor’s past performance.

H.4 BUSINESS ETHICS, CONFLICT OF INTEREST AND COMPLIANCE (DEC

2015)

It is imperative that the Contractor and the services provided under this contract be free, to the greatest extent possible, of all Organizational and Personal Conflicts of Interest. In this clause, all references to Organizational and/or Personal Conflicts of Interests will be referred to individually or collectively, as the text justifies, as Conflicts of Interest (COI). Except as provided below, the Contracting Officer shall not maintain a contract with a Contractor that the Contracting Officer determines has, or has the potential for, an unresolved COI. However, in accordance with FAR

9.503 Waiver, the Contracting Officer may contract with a Contractor that has an unresolved COI if the Contracting Officer determines that it is in the best interest of the Government to do so.

H.5 IHS SECURITY CLAUSE

In accordance with OMB Memorandum M-05-24, Implementation of Homeland Security Presidential Directive 12 (HSPD-12): Policy for a Common Identification Standard for Federal Employees and Contractors, dated August 27, 2004, and Federal Information Processing Standard (FIPS) PUB Number 201-2, Personal Identity Verification (PIV) of Federal Employees and Contractors, IHS must achieve appropriate security assurance for multiple applications by efficiently verifying the claimed identity of individuals seeking physical access to Federally controlled government facilities and/or logical access to federally controlled information systems. Contractors that require routine physical access to a IHS facility and/or routine access to a IHS federally controlled information system will be required to obtain a IHS issued PIV, PIV-I or Locally Based Physical Access card. FIPS PUB 201-2 specifies the architecture and technical requirements for a common identification standard for Federal employees and Contractors. When a PIV or PIV-I card is provided, it shall be used in conjunction with a compliant card reader and middleware for logical system access. The Contractor shall

(1) Include FIPS 201-2 compliant, HSPD-12 card readers with the purchase of servers, desktops, and laptops; and (2) comply with FAR 52.204-9, Personal Identity Verification of Contractor Personnel.

H.6 NORTH AMERICAN INDUSTRY CLASSIFICATION SYSTEM (NAICS)

The NAICS code for this contract is 541519.

H.7 PRODUCT SERVICE CODES (PSC)

The PSC is Q999.

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H.8 KEY PERSONNEL

The following are the minimum personnel who shall be designated as “Key Personnel.” If the offeror proposes additional Key Personnel, rationale for the benefit to the Government and justification for needing each additional Key Personnel position shall be provided, as well as the specialized experience, and the corresponding qualifications for this experience. The Government may unilaterally incorporate the proposed additional Key Personnel qualifications and experience into the contract at Time of Award (TOA). The Key Personnel shall possess all MANDATORY requirements at time of proposal submission. The Government desires that Key Personnel be assigned for the duration of the contract.

A. Program Manager (PM)

H.8.1 PROGRAM MANAGER (PM)

The contractor shall identify a PM by name to serve as the Government’s main POC and to provide overall leadership and guidance for all contractor personnel assigned to the contract. The Government requires a PM with the technical and managerial skills to effectively manage a project of this size and complexity. The PM shall serve as the Government’s POC to provide technical supervision and guidance for all contractor personnel assigned to the contract. The PM shall be a multi-functional individual with strong technical skills. The PM shall have the ability to understand all aspects of the tasks and closely monitor the work to ensure quality and follow through.

The PM shall demonstrate strong managerial experience in providing technical advice, organizing, planning, directing, and managing contractor staff to ensure that goals and objectives of the project, as well as, problem resolution and customer satisfaction, is accomplished within prescribed time frames and funding parameters. The PM will also be responsible for the day-to-day leadership and training of the personnel supporting this contract.