P01 SOW Audiocare_MbM.docx

STATEMENT OF WORK

Meds by Mail AudioCARE PREFILL software maintenance and license

1. BACKGROUND:

Meds by Mail requires the addition of adding new AudioCARE modules, specifically AudioPREFILL and any associated modules required for its successful implementation. The applications will be used to send notifications to patients regarding the readiness of the prescriptions to be picked up and reminder notices regarding patient’s prescriptions that need to be refilled. The text function will allow Veterans to remotely wait for their prescriptions and then show up only when they are ready.

The software for these requested applications has been remotely installed to the existing system and configured to meet VA’s needs. The contractor shall provide the following software applications: AudioPREFILL, and TM-PREFILL. For text messaging applications the contractor shall provide ACS-TM-BASE license to transmit text messaging.

2. SCOPE: The contractor shall provide all program management, labor, materials, equipment, and software necessary to provide remote installation, remote training, remote technical support, and ongoing maintenance for the applications. The contractor shall provide Program Manager and COR by email a quarterly report of total text usage by month and facility. The contractor shall provide email notification to the Program Manager and COR when Meds by Mail is within four (4) text packets of limit.

3. CONTRACT PERIOD: Contract base period shall be 12 months from the date of award with renewal options for four (4) additional years.

1 (ea)

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4. PLACE OF DELIVERY:

Table 1:

Meds by Mail

- Dublin

Meds by Mail

- Cheyenne

Meds by Mail

- Murfreesboro

5. SERVICES TO BE PROVIDED:

A. Deliverables:

a. Contractor shall provide the following for Meds by Mail:

· Install and ensure operation of TM-Prefill application.

· Install and ensure operation of AudioPREFILL application.

· Install and ensure operation of AudioCOMMUNICATOR application.

· Install and ensure operation of TM-COMMUNICATOR application.

· Install and ensure operation of ACS-TM-BASE application.

· Provide SMS license for up to 120,000 texts/year.

· Install and ensure operation of ACS-U-4 application.

· A successful interface between AudioPREFILL and CPRS/VISTA.

NOTE: Contractor shall deliver all products under this SOW within ninety (90) calendar days or less from date of award, unless otherwise directed by the Contracting Officer (CO). If the contractor proposes an earlier completion date, and the Government accepts the contractor’s proposal, the contractor’s proposed completion date shall prevail.

SALIENT CHARACTERISTICS

AudioCARE AudioPREFILL, and TM-PREFILL Services

1. Essential/significant physical, functional, or performance characteristics. The required software shall integrate with VA informatics infrastructure.

2. The system shall constantly check VistA for prescriptions being released and send text messages to the patients based on their cell phone number on record in VistA.

3. Prior to sending the text messages, the system shall filter any patients that should not be notified due to specific pharmacy business rules, bad data, pharmacy exclusion, as well as if patients previously opted out of receiving text messaging through the system.

4. The text messaging shall send notifications during site specific designated hours to work in conjunction with the pharmacy open hours.

5. The system shall provide real-time notification when prescriptions are released.

6. The system shall include an option so patients can reply “STOP” to opt-out, and the system will stop texting them.

7. The system shall produce transaction reports for detail on each text sent and the delivery success or failure.

8. The PREFILL product shall:

a. Notify patients that their prescription is about to run out via automated call or text message.

b. Give the patient the option to request a refill of the RX in the case of telephone reminders.

9. The system shall integrate with the Host system Veterans Health Information Systems and Technology Architecture (VistA) Pharmacy package to obtain the necessary data about the RX’s that need to be to refilled and the associated patients to be contacted with the RX reminders.

10. The software shall allow restriction that include notifications for only refills as well as the number of days of medication remaining for the trigger of the reminders.

11. The software shall include a feature that allows pharmacies to select medications to be included based on their classification.

12. The system shall make a single call per patient with multiple RX’s.

13. The system shall provide daily notifications based on site specific parameters to determine the start and end times, as well as whether to make notifications on Saturday, Sundays or Holidays.

14. Busy and unanswered calls shall be retried during the calling window.

15. The system shall only provide prescription information and prompt to request a refill after the patient identification has been successful.

16. The system shall prompt patients to confirm their request after the selection to ensure their concurrence with the request. The refill requests shall then post to VistA for processing.

17. The system shall provide reports that will, at a minimum, include detailed transactions for each call made about each Rx on the queue, the result of the call, and the patient response to refill;

and statistical reports summarizing the daily notifications, such as calls made, RX that qualified for the reminders, results, refills, renewals, etc.

18. The system shall have at a minimum the following filters that can be used to refine the calling queue:

B. Software Support:

a. Contractor shall ensure all software modules interface with existing AudioCARE system.

b. Contractor shall ensure all software modules are capable of notifying beneficiaries via text message and audio when their prescriptions are due to be refilled. (AudioPREFILL and related modules).

c. Contractor shall supply all software patches required to keep the AudioCARE applications operational.

C. New Equipment:

If new equipment or components are obtained, either through new purchase, upgrade, or replacement of existing equipment, that equipment may be added (and the replaced equipment deleted) from the service contract as needed upon notification of the Contracting Officer (to be documented in writing via contract modification). Deleted equipment shall be credited in the full amount if deleted before any maintenance or repair has been performed on it.

6. HOURS OF OPERATION:

A. If any onsite repairs are needed, they shall be performed between the hours of 8am and 3pm, Monday thru Friday, except Federal Holidays, which include:

New Year's Day Birthday of Martin Luther King, Jr.

Washington’s Birthday Memorial Day Juneteenth Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas

If work must be performed outside of normal business hours, the contractor shall obtain prior approval from the Contracting Officer’s Representative (COR) or his/her designee. If such work falls on a National Holiday (Christmas, New Year’s Day, Memorial Day, Independence Day, Labor Day or Thanksgiving), service shall be paid separate from this contract. These hours shall be charged at the prevailing contractor non-business travel and labor rates. An obligation number shall be obtained prior to commencement of service. Service performed outside of the normal hours of operation at the request of the Contractor field service engineer (FSE) shall be considered service during normal hours of coverage. Work outside of prescribed hours shall be approved by the COR or his/her designee.

B. Unlimited telephone support 24 hours per day/7 days per week for emergency support.

7. SPECIAL INSTRUCTIONS:

A. FACILITY CHECK IN/CHECK OUT REQUIREMENTS

A. Contractor shall check in with the COR or his/her designee, prior to beginning any work. Due to the nature of working at a Government facility, the Contractor's staff shall be required to sign in and out each day. This sign-in is MANDATORY.

B. Contractor FSE shall always wear visible identification while on the premises of all VA facilities and follow all local visitor badging policies.

B. Documentation: A documentation package or field service report acceptable for Joint Commission purposes shall be maintained by the contractor and sent electronically to the COR following any service event, whether scheduled or emergency. This report shall be delivered no less than five (5) business days from completion of maintenance or repair. Required features include, at a minimum:

1) Date of service.

2) Equipment Model.

3) Equipment Serial Number.

4) Location (Building/Room Number).

5) Service Representative Name.

6) All work performed, including parts replaced.

8. General Information:

A. Non-Compliance:

The Contracting Officer or his/her designee will notify the contractor of any noncompliance with the foregoing provisions and the action to be taken. The Contractor shall, after receipt of such notice, immediately correct the conditions to which attention has been directed. Such notice, when served on the Contractor or his/her representative at the site of the work, shall be deemed sufficient for the purpose aforesaid. If the Contractor fails or refuses to comply promptly, the Contracting Officer may issue an order stopping all and any part of the work and hold the Contractor in default.