3 SOW - 2026 VOALTE Nurse Call ESA-SMA.docx

SCOPE OF WORK

Hill-Rom Voalte Nurse Call Extended Service Agreement (ESA) and Software Maintenance Agreement (SMA)

I. Purpose: The Navajo Area Indian Health Service (NAIHS), Chinle Service Unit (CSU), Chinle Comprehensive Health Care Facility (CCHCF) requires an annual service agreement consisting of an Extended Service Agreement (ESA) and Software Maintenance Agreement (SMA) to maintain the existing Nurse Call System in an operational and manufacturer-supported condition.

II. Background: The Indian Health Service (IHS) is an agency within the US Department of Health and Human Services (DHHS), and is responsible for providing federal health services to American Indians and Alaska Natives. The provision of health services to members of federally recognized tribes grew out of the special relationship between the federal government and Indian tribes. The IHS is the principal health care provider and health advocate for the Indian people. The IHS goal is to assure that accessible health care services are available to the American Indian and Alaska Natives. The IHS currently provides health services to approximately 1.5 million American Indians and Alaska Natives, who belong to 557 federally, recognized tribes in 34 states.

The Navajo Area Indian Health Service (NAIHS) administers health care to approximately 300,000 tribal members of the Navajo Nation, through various health centers and hospital facilities, and outpatient/outreach programs. The Navajo Nation is the largest Indian tribe in the Unites States and has the largest reservation that encompasses more than 25,000 square miles throughout northern Arizona, western New Mexico and southern Utah. NAIHS consists of branch Service Units, and the Chinle Service Unit (CSU) is one of them. CSU consists of the Chinle Comprehensive Health Care Facility (CCHCF), the Tsaile Health Center, and the Pinon Health Center. Chinle Comprehensive Health Care Facility (CCHCF) has the Hill-Rom Voalte nurse call system installed as nurse call system in the inpatient areas, surgical areas and emergency department. The initial service agreement that came with installation has expired and renewal is required to maintain proper functioning of the system.

III. Major Duties and Responsibilities:

a. Extended Service Agreement (ESA)

1. Contractor shall provide all labor, materials, equipment, transportation, supervision, and all other necessary items to complete services.

2. Contractor shall perform all maintenance, repairs, and any associated installation activities in accordance with applicable manufacturer specifications and all applicable federal, state, and local codes.

3. ESA shall include the following salient characteristics:

a) Annual preventive maintenance of the Nurse Call System.

b) On-site field dispatch for maintenance and repair services.

c) Parts coverage, including labor, for covered system components.

d) Repair and replacement of defective covered components as necessary to maintain system operation.

b. Software Maintenance Agreement (SMA)

1. Contractor shall provide all labor, materials, equipment, transportation, supervision, and all other necessary items to complete services.

2. SMA shall include the following salient characteristics:

a) Include all required upgrades including patches and fixes

b) Include Remote technical diagnostics and support

c) Include on-site labor for upgrades including certifications

d) Include minor remote configuration changes

e) Must include coverage for ALL Hill-Rom servers including Enterprise Voip Server 3CX, Voip Server 3CX 1st Floor, Enterprise Reporting, DNS Server

IV. Supervisor

1. Myrl “Nick” Bird, RN, CHTS-CP, FAC-COR II Supervisory Nurse, Nursing Informatics myrl.bird@ihs.gov 928-674-7803

V. Shift schedule

1. Remote technical support and diagnostics must be available 24 hours/day, 7 days/week, and 365 days a year.

2. Non-emergent meetings and service requiring involvement of Chinle Hospital staff shall be held during regular business hours Monday-Friday, 8:00am-5:00pm.

VI. Remote Access Requirement The Contractor shall obtain remote access to Chinle Comprehensive Health Care Facility networks as required to perform maintenance, software updates, configuration changes, and technical support. Individuals designated by the Contractor shall complete all required IHS security, HIPAA, Privacy Act, and any other mandatory training required to obtain and maintain remote network access.

VII. The Contractor shall comply with the following listed regulations:

PRIVACY, INDEMNIFICATION AND GOVERNING LAW:

- Privacy Act, 5 U.S.C. 552a - Office of Privacy and Civil Liberties | Privacy Act of 1974

- Health Insurance Portability and Accountability Act (HIPAA) - eCFR :: 45 CFR Part 164 -- Security and Privacy

- CFR 42 Part 2 - eCFR :: 42 CFR Part 2 -- Confidentiality of Substance Use Disorder Patient Records

VIII. Section 508 and Accessibility:

All Information and Communication Technology (ICT) deliverables under this contract (e.g., websites, applications, electronic documents, and multimedia) must comply with the Revised Section 508 Standards (36 CFR Part 1194) and the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. The Contractor shall ensure accessibility of all ICT deliverables and provide conformance documentation in the form of a Voluntary Product Accessibility Template (VPAT®) / Accessibility Conformance Report (ACR), or by completing the HHS Section 508 Accessibility Checklists. The current VPAT 2.5 template includes fields for reporting conformance to WCAG 2.1 and shall be used to document accessibility. The Contractor shall remediate any identified accessibility issues at no additional cost. The Contracting Officer will include the applicable Health and Human Services Acquisition Regulation (HHSAR) clauses 352.239-73 and 352.239-74 in the solicitation and resulting contract.