P02 - RFI Attachment 1 - Performance Work Statement -Draft.pdf

PERFORMANCE WORK STATEMENT

Blanket Purchase Agreement (BPA) Title:

Enterprise-wide National Blanket Purchase Agreement (BPA) for Weight-Based Supply Point of Use System (S-POU)

1. BACKGROUND:

The Veterans Health Administration (VHA) Office of Procurement and Logistics (P&LO) in support of the Supply Chain Systems Supply Point of Use (S-POU) Program requires an enterprise-wide BPA for the acquisition of weight-based S-POUs in the VA. The BPA aims at streamlining the acquisition life cycle for these S-POUs while optimizing efficiency in their life cycle management. The acquisition of S-POUs is done in a disparate manner across the VHA with each VA Integrated Service Network (VISN)/VA Medical Center (VAMC) procuring S-POUs on individual scope requirements serviced through their supporting Regional Contracting Offices. The scope addresses a common need; acquire POU(s) to fulfill daily inventory management operations, obtain maintenance support, and training support during the initial install. There is an overlap with maintenance support and training support when those reach the end of their Period of Performance (POP) thereby causing lack of consistency with the reliable delivery of maintenance services and support, and technical helpdesk support. Consequently, each facility is left at its discretion to implement a contract to fulfill maintenance service and helpdesk support.

A lack of uniformity in the acquisition process results in higher costs associated with negotiating individual contracts. To avoid delays caused by the acquisition process, VA strives to implement a BPA to streamline this process. Establishing a BPA affords the VA an opportunity to better negotiate and have best pricing for procuring S-POUs. Sites shall be responsible for funding their individual acquisitions for a weight-based S-POU using this BPA. The BPA is not seeking to procure a new S-POU. The intent is to have a contract vehicle place that eases the acquisition and life cycle management of S-POUs currently in the inventory. The scope of this Performance Work Statement (PWS) does not include the POUs currently in use in the Cardiac Catheter Lab, Pharmacy, Biological Tissue Tracking, and Asset Tracking Systems.

2. SCOPE OF WORK:

Implement a National BPA to streamline and facilitate the acquisition of weight-based S- POU across the VHA to enhance efficiency in the acquisition and equipment life cycle management cycles. VA Medical Centers shall use this BPA to exercise planned procurement actions for weight-based S-POU equipment and services. Procurement actions covered by this PWS shall consist of new equipment installations, maintenance support, training, and other unknown system support requirements not covered by the Office of Information and Technology (OIT).

3. SPECIFIC TASKS:

The BPA shall be comprised of three (3) primary tasks and one (1) discretionary task. The primary tasks shall consist of new equipment installation, an annual maintenance support (at a minimum) following the expiration of the manufacturer’s standard warranty, and replacement/upgrade of the same/make S-POU.

Discretionary Task(s) shall be used to exercise requirements unknown to the end-user prior to the installation of the S-POU system. These requirements are typically associated with previously unknown business requirements required to enhance the functionality and efficient use of the S-POU system.

3.1. a. TASK 1: (INITIAL EQUIPMENT INSTALLATION):

The procurement of equipment hardware and software associated with the safe installation of the weight-based S-POU. Examples of tasks covered in the installation include, but would not be limited to:

i. Staging, wiring, calibrating, and registering scales.

ii. Building graphical walls and rows in the system application based on room layout allowing for item identification and location by the User.

iii. Assembling third party equipment as needed.

iv. Install wall mounted louvers after receiving written approval from the site

Facilities Management Service (FMS).

v. Confirm controllers are connected and are communicating with the associated server.

vi. Validate equipment functionality and compliance with VA IT standards prior to deeming the process complete.

b. The number of sites involved in any given procurement action shall be at the discretion of the VISN/VAMC based on their specific requirements. These locations can be on the main site of the facility or at any of its satellite locations; Community Based Outpatient Clinics (CBOCs), etc.

c. The Table below shows sites templated for initial install and training:

VISN Station Number

Facility Complexity

Facility Name Number of Facility

Secondary Inventory

Points

Number of Facility Primary

Inventory Points

1 402 2 Togus, ME 35 5

1 405 2 WRJ VHAMC, MA 32 1

1 608 3 Manchester VAMC, NH 20 1

2 528A7 1C Syracuse VAMC, NY 7 0

2 561 1C New Jersey Healthcare System, NJ 10 1

2 528 1C Albany Stratton VA Medical Center, NY

50 14

2 526 1B James J. Peters VA Medical Center, NY

60 20

2 632 1C Northport VAMC, NY 0 6

4 642 1B Corporal Michael J. Crescenz

VAMC, PA

45 22

5 512 1A Massachusetts Healthcare System, MA

119 7

5 517 2 Beckley VAMC, WV 44 0

5 540 1C Clarksburg VAMC, WV 87 4

5 581 1B Huntington VAMC, WV 81 1

5 613 1B Martinsburg VAMC, WV 141 5

7 534 1A Ralph H Johnson VAMC SC 70 3

7 619 1A CAVHCS, AL, Tuskegee VAMC, 35 2

7 619 1A CAVHCS AL Montgomery VAMC w/5 CBOCs

40 2

8 672 1A VA Caribbean Healthcare System, PR

120 15

10 552 1A Dayton, Ohio VA 67 8

10 515 3 Battle Creek, MI 95 10

10 553 1C Detroit John D. Dingell, MI 54 15

12 676 3 Tomah VAMC, WI 30 3

12 607 1B William S. Middleton Mem. VAMC, WI

4 4

12 537 1B Jesse Brown VA Medical Center, IL 6 6

12 578 1A Edward Hines Jr. VA Hospital, IL 90 20

12 550 3 Illiana HCS, IL 0 1 12 556 1C Captain James A. Lovell FHCC, IL 45 10

15 589A4 1C Harry S. Truman VAMC. MO 14 5

15 589A5/A

2 EKHCS, KS 36 2

15 657 1A St. Louis VAMC, MO 5 5

15 657A5 2 Marion VAMC, IL 20 2

16 586 1C GV Sonny Montgomery VAMC, MS 40 5

17 504 2C Amarillo Texas VA HCS, TX 50 6

17 671 1A South Texas VA HCS, TX 163 6

17 671 2 NW HCS, San Antonio, TX 25 3

17 740 2 Texas Valley Coastal Bend VA

HCS, TX

36 2

21 593 3 VA Southern Nevada Hospital, NV 71 4

22 600 1A Long Beach, CA 28 2

3.1.b TASK 2:

Maintenance Support (Following Initial Equipment Installation) – Sites will procure maintenance support following expiration of the standard manufacturer maintenance that comes with new equipment install. Maintenance services shall follow manufacturer’s suggested literature and standards. The Contractor shall be responsible for coordinating and/or providing maintenance support from sources authorized by the system manufacturer. Maintenance service shall be procured for a minimum of twelve (12) months renewable at the discretion of the Medical Center. Maintenance services shall, at a minimum, be comprised of the following:

i.Equipment Maintenance and Service Support: The Contractor shall develop, communicate, manage maintenance services, plans, and records. The equipment shall remain in good operating condition, meeting all published equipment requirements and standard specifications listed by the Original Equipment Manufacturer (OEM). The nature of services ranges from scheduled Preventive Maintenance (PM)/Calibration (CAL), unscheduled repairs, parts replacement, unlimited phone support, on-site service, mandatory and collective software/hardware/firmware update/upgrade, and license updates as required. Upon request by Contracting Officer Representative (COR), the Contractor shall provide proof of services on equipment during services performed.

ii.Preventive Maintenance (PM): Preventive Maintenance services shall be performed during the order period. These services shall include scheduled maintenance, inspections, replacement of defective and worn parts, and testing service in accordance with OEM specifications. Services during the time frame shall include one (1) electrical safety test to determine that the power cord resistance and current leakage (or touch current) are within safe operating limits. All services performed shall be documented and indicated on a service report. Service reports shall be given to the COR for verification of Contractor’s performance and approval of payment. Proper corrective maintenance services shall be provided when required during services.

iii.Calibration Service (CAL): One (1) periodic Calibration Verification Check (CVC) shall be performed for each order period. The Contractor shall comply with the manufacturer’s standards in the equipment literature.

3.1.c TASK 3: REPLACEMENT OF SIMILAR S-POU:

Medical Centers may utilize this BPA vehicle to replace existing S-POUs in their inventories. All S-POUs cabinet make, and models shall be compliant with existing inventory and compatibility standards on the VA IT Systems Inventory (VASI) record.

Sites shall not use this BPA to procure S-POU currently not on the VASI inventory.

3.2 CORRECTIVE MAINTENANCE:

a. The Contractor shall provide unlimited on-call technical support during standard hours of operation, 7:30 a.m. to 4:00 p.m., Monday through Friday when notified by the VAMC of equipment malfunction. Minimum standard response time is established as no later than the following business day after notification of equipment malfunction. During each service call, the Contractor shall take necessary steps to restore the equipment to proper operating conditions, replace components and parts determined by the Contractor’s technician to be defective.

b. All repairs shall be completed in a minimum amount of time, but not to exceed two (2) business days. All maintenance actions that exceed two (2) business days shall be reported to the Contracting Officer Representative (COR) within 24 hours. The Contractor’s technician shall provide a report that includes at a minimum, the explanation for any maintenance delays and the estimated time to complete the repair.

c. Repairs required outside the scope of this BPA are not authorized.

3.3 LOCATION OF SERVICES:

3.3.1.a Onsite Services: On-site repairs shall be accomplished at the VAMC, whenever possible. If the work to be performed is too complex, or inappropriate to perform on-site, such work may be performed at local or factory repair facilities with prior concurrence with the VAMC’s approving official. All preparation to necessitate such a move, packing, transportation, and reinstallation, shall be performed by the Contractor at no additional cost to the Government.

3.3.1.b Offsite Services: If the equipment is removed, the Contractor shall make a record of the fact and furnish a report to the Contracting Officer Representative (COR) prior to removing the equipment with the following information as a minimum:

a. Date of removal

b. Make, Model, Serial Number, and Medical Materiel Control Number (MMCN)

c. Reason(s) for removal

d. BPA/Order Number

3.4. REPLACEMENT PARTS: All factory certified parts, labor, and travel to perform maintenance service and repairs (preventive or corrective) shall be included in the offered price, including (i.e., consumables, software updates, etc., that could affect price). Parts requiring replacement to maintain the equipment in accordance with manufacturer’s specifications and applicable regulations are to be replaced on a manufacturer's rebuilt or new part basis. Installation of government-furnished parts and part(s) furnished by the Contractor shall be installed by the Contractor. Maintenance actions shall not be delayed by more than 24 hours due to the delivery of a repair part or item. All parts shall be of first-rate quality and shall meet OEM specifications.

3.5 MODIFICATIONS: The Contractor shall with the concurrence of the Contracting

Officer or COR, at no additional cost to the Government:

1. Make modifications to improve the operation or reliability of the equipment.

2. Implement any modification in circuitry or otherwise upgrade the equipment/system to effect current configuration to ensure optimum performance.

3. Make manufacturer recommended engineering changes that have been issued since acquisition of listed equipment or its components.

4. Provide all OEM and/or Food and Drug Administration (FDA) mandated software corrections and upgrades.

5. Provide the Chief, Clinical Engineering/Biomedical Equipment Maintenance, a complete copy of the schematics if there are any changes to the configuration or circuitry of the equipment or components due to modifications.

NOTE: No individual, including the Contracting Officer Representative (COR) has the authority to approve modifications or changes that would result in an increase or decrease in the awarded BPA/order price. This authority is vested with the Contracting Officer only and will not be delegated. If a question as to whether the application of an equipment modification or change would result in a change to the BPA/order price, the Contractor shall not commence work without the prior approval of the Contracting Officer.

The Table below shows sites templated for maintenance support:

VISN Station Number

Facility Complexity

Facility Name Number of Facility

Secondary Inventory

Points

Number of Facility Primary

Inventory Points

5 668 1A Washington DC VA Medical Center 100 7

6 558 1A Durham VA HCS, NC 40 2

6 652 1A Central Virginia VA HCS, VA 100 3

6 637 1C Western North Carolina VA HCS, Charles George VA Campus

81 11

6 659 1B Salisbury VAMC, NC 0 6 6 659 1B Charlotte HCC, NC 0 7 6 659 1B Kernersville HCC, NC 0 6 6 658 1C Salem VAMC, NC 45 0 6 565 1C Fayetteville VAMC, NC 108 17

6 590 1C Hampton VAMC, VA 51 10 6 1C Ashville VAMC, NC 10 2

7 509 1A Charlie Norwood VA Medical

Center

7 508 1A Atlanta VA HCS, GA 132 20 7 557 2 Carl Vinson VAMC, GA w/7

CBOCs 40 2

8 548 1A West Palm Beach VAMC 50 1

9 596 1B Bowling Green VA Clinic 91 0

9 596 1 Lexington VAMC: Leestown Division w/4 CBOCs

50 1

9 596 1 Lexington VAMC Cooper Division 50 1

9 603 1B Robley Rex VAMC w/8 CBOCs 77 1

9 614 1A Memphis VAMC, w/3 CBOCs 82 0

9 621 1C James H. Quillen VAMC w/10 CBOCs

102 7

9 626 1A Tennessee Valley HCS - Nashville Campus w/7 CBOCs

118 3

9 626 1A Alvin C. York (Murfreesboro) Campus with 4 CBOCs

55 5

10 539 1B Cincinnati VAMC, OH 30 6

10 655 3 Aleda E. Lutz VAMC – Saginaw, MI 53 2

10 583 1A Indianapolis VAMC, IN 30 6

12 695 1A Clement J. Zablocki VAMC, WI 90 30

15 589A7 2 Robert J. Dole VA Medical Center 20 2

15 589 1B Kansas City VA Medical Center 61 16

15 657A4 3 Poplar Bluff VA Medical Center 2 `1

16 629 1B Southeast Louisiana Veterans HC

System 60 16

16 502 1 Alexandria Veterans HC System 50 15

16 564 1C Veterans HCS of the Ozarks, MO 15 0

16 667 1C Overton Brooks VAMC, LA 58 24

17 549 1A North Texas VA HCS, TX 69 4

17 674 1A Central Texas VA HCS, TX 30 6

17 674A4 1A Doris Miller VAMC, TX w/6 CBOCs 30 6

17 519 3 West Texas VA HCS, TX 26 3

19 660 1A VA Salt Lake City HCS, UT 5 3

19 593 1B Las Vegas VA Medical Center 50 5

19 554 1A VA Eastern Colorado HCS, CO 30 6

19 635 1B VA Oklahoma City HCS, OK 30 6

20 653 3C Roseburg VA HCS, OR 3 1

20 648 1A Portland VA HCS, OR 6 4

20 687 3C Walla Walla VAMC, WA 3 1

20 663 1A Puget Sound HCS, WA 65 2

20 692 3C White City VA, OR 4 1

20 463 3C Anchorage VAMC, AK 4 1

20 531 2B Boise VA HCS, ID 4 1

20 668 3C Spokane VAMC, WA 4 1

21 570 1C Central California HCS, CA 100 1 21 654 2 Sierra Nevada HCS, NV 2 10 22 644 1B Phoenix HCS 50 5 23 437 2 Fargo VAMC, ND w/9 CBOCs 79 6

23 438 2 Sioux Falls VAMC, SD 54 3

23 568 2 Fort Meade VAMC, MD 73 11

23 568 1 Hot Springs VAMC w/1 CBOC 2 10

23 618 1A Minneapolis VAMC, MN w/15 CBOCs

95 6

23 636 1B Omaha / NWI, NE w/9 CBOCs 111 13

23 636A6 2 Central Iowa VAMC, IA w/5 CBOCs 43 3

23 636A8 1C Iowa City VAMC, IA w/13 CBOCs 37 8

23 656 3 Saint Cloud Health Center VAMC, MN w/3 CBOCs

144 7

4. BPA GOVERNMENT POINTS OF CONTACT (POCs): The following individuals shall service as the Government POCs for the BPA:

Contracting Officer:

Name: Caitlin Savina Ruc Phone: 202-281-0997 Email: caitlin.ruc@va.gov

Contract Specialist:

Name: Shaundrica Close Phone: 407-284-8624 Email: shaundrica.close@va.gov

Contracting Officer Representative:

Name: Warrick Hightower Phone: 816-728-7896 Email: warrick.hightower@va,gov

5. PERFORMANCE MEASURES:

a. Outcome: The Contractor shall provide the VAMC with maintenance service and repair of the equipment.

b. Standards: The standard of performance for the equipment is conformance to BPA requirements.

c. Measures: VA Biomedical Equipment Specialist personnel shall monitor Contractor performance by verifying service report documents upon completion of each repair or service.

Required Services

(Tasks) Performance

Standards Acceptable

Quality Levels

Incentive (Positive and/or Negative)

(Impact on Contractor Payments)

Service Report for scheduled/ unscheduled maintenance and repair, inspections services

Report shall be provided to VAMC BIOMED and COR within two (2) business days

100% Accuracy

Evaluation (Negative/Positive) will be submitted to the Contracting Officer

System Generated/GIP Work Order

Generic Inventory Package (GIP) Work Order is required to have any type of service under awarded BPA

100% Accuracy

It will be reported as an Unauthorized Commitment

Maintenance due to equipment malfunctions

All repairs shall be completed in a minimum amount of time, but not to exceed two (2) business days.

98% (Uptime)

Evaluation (Negative/positive) will be submitted to the Contracting Officer

6. BPA TYPE:

This is a Hybrid Firm-Fixed Price Labor Hour contract.

7. PERIOD OF PERFORMANCE:

The period of performance of this BPA is for five (5) years (February 28, 2025, through February 27, 2030). Each BPA Call Order shall specify the period of performance to govern that Call Order. Delivery production shall be made within thirty (30) days after award of BPA Call Order(s).

8. PLACE OF PERFORMANCE:

Tasks under this PWS shall be performed at VAMCs for new installations and maintenance support, work may be performed at local or factory repair facilities, on the VA Learning

Management System platform where sustainment training will be hosted, and from a TBD remote location where Technical Help Desk support will be provided.

9. TRAVEL:

The Government anticipates travel under this effort. Travel will occur throughout new installations and maintenance support. Travel must be pre-approved in writing by the COR and in accordance with FTR. Each Contractor invoice must include copies of all receipts that support travel costs claimed in the invoice. Local travel within a 50-mile radius from the Contractor’s facility is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed. Travel, subsistence, and associated labor charges for travel time for travel beyond a 50-mile radius of the Contractor’s facility are authorized for reimbursement on a case-by-case basis and must be pre-approved by the COR, must be planned, and executed according to FTR. General and Administrative expenses will not be reimbursed.

The FTR can be referenced at:

http://www.gsa.gov/portal/ext/public/site/FTR/file/FTRTOC.html/category/21865/hostUri/portal

10. TASK STATEMENT:

Tasks performed shall be of a non-personal nature. VA organizations will not provide supervision of Contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff. VA organizations will refrain from any activities that create the appearance of such a relationship.

Contractors shall not perform inherently governmental functions including decision-making, supervision of Government employees, supervision of other Contractors on other contracts, and activities that create the appearance of performing such functions.

11. REPORTING REQUIREMENTS:

The Contractor shall provide the COR with Monthly Progress Reports in electronic form in Microsoft Word or Microsoft Excel. The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding Month.

Monthly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The Contractor shall monitor performance against the previous month’s approved Monthly Progress Report and report any deviations.

It is expected that the Contractor shall maintain communication with VA accordingly so that any arising issues are transparent to both parties to prevent escalation of outstanding issues. Monthly Progress Reports shall document coordination between all interrelated Program Management Lean Six Sigma (PMLSS) Task Orders that support 2017 MyVA Initiatives.

Deliverable:

- Monthly Progress Reports

11.1 EQUIPMENT INSTALLATION AND MAINTENANCE SUPPORT:

The Contractor shall provide Monthly Progress Reports addressing the four (4) core tasks associated with the PWS.

a. New Installations: How many installs were completed during that month?

b. Maintenance: How many maintenance service requests were completed throughout the month?

Deliverable:

a. Actual reports as entered on a SharePoint/PowerBI site.

12. DELIVERY SCHEDULE:

Task Deliverable Quantity Delivery Date New Installations & Training Monthly Report 1 1st Day of Month

Maintenance Monthly Report 1 1st Working Day of Month

13. KEY PERSONNEL:

Skilled experienced professional and/or technical personnel are essential for successful Contractor accomplishment of the work to be performed under this effort. These are defined as individuals crucial to the successful performance of the orders issued and the programs being supported by those orders and are those persons identified as key personnel in accordance with solicitation requirements. The Contractor agrees that the key personnel shall not be removed, diverted, or replaced from work without prior notification to the CO and COR. Contractor staff shall be fully qualified and have the level of experience necessary to accomplish the requirements of this PWS. The following labor categories are required.

Labor Category Description Min.

Education

Min. Experience

Information Technology Specialist

Performs tasks related to leading, administering, developing, delivering, and supporting information technology (IT) systems and services, including data storage, information assurance, software applications, networking, and systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information. Tasks may include evaluating, recommending, designing, and developing IT

BA/BS degree Senior: 8 years solutions to compile, evaluate, analyze, control, secure, and disseminate timely, relevant, objective, and accurate data and information to VA and VA stakeholders, including, not limited to, web-based designs, data governance, operational systems, document storage, applications, models, and assessment of existing legacy systems.

Production/Operations Specialist

Coordinate the activities of organizations. Specifically, they direct the production, pricing, sales and distribution of product or services and are responsible for overall operations improvement.

Day-to-day duties may include forecasting customer demand and meeting with managers from other departments.

BA/BS degree Subject Matter Expert: 12 years

Program Manager Performs tasks requiring management of a large-scale program, encompassing multiple projects, with a total lifecycle budget and complexity comparable to the task order at hand.

Tasks may include planning, initiating, managing, executing, and closing out small- and large-scale programs in support of an agency’s mission.

BA/BS degree Masters

Subject Matter Expert: 12 years

Substitution of Personnel: Any personnel the Contractor offers as substitutes shall have the ability and qualifications, including educations and experience, equal to or better than the key personnel whose biography was submitted with the successful proposal. Requests to substitute personnel shall be provided to the CO and COR for review and approval. All notification of substitutions in key personnel shall be submitted to the CO and COR at least 15 calendar days prior to making and change in key personnel, to the maximum extent practicable. The notification shall be in writing and shall provide a detailed explanation of the circumstances necessitating the proposed substitution. The Contractor shall submit a complete biography/resume for the proposed substitute, and any other information requested by the CO and COR. The CO and COR will evaluate such requests and promptly notify the Contractor of approval or disapproval thereof in writing.

The Contractor shall plan to coordinate planning, access, and work execution with VA personnel ranging from Logistics, Facilities Management, Infection Control, Law Enforcement, Clinical Staff, and other staff deemed necessary by the CO/COR.

14. OTHER DIRECT COSTS:

a. Unforeseen facilities installation (modifications to existing infrastructure)

15. GOVERNMENT FURNISHED EQUIPMENT/MATERIALS, FACILITIES, INFORMATION:

The Government will provide adequate physical workspace for up to number TBD of Contractor personnel and WILL NOT furnish the following: desk, encrypted laptop, phone, electronic mail (e-mail) account, and use of the Government telephone, facsimile machine, and copier, as required by this task order. The use of Contractor equipment in Government facilities must be approved by the Program Office.

The Contractor shall adhere to all VA security requirements for any VA issued equipment and all Contractor personnel that WILL/WILL NOT receive and utilize VA issued laptops shall sign a VA property loan form and all associated documentation prior to receiving the equipment. All VA policies related to networked computer use will apply. Personal identification verification (PIV) cards shall be required for all Contractor personnel with VA network access/accounts. Contractor personnel shall complete VA’s Privacy and Information Security Awareness and Rules of Behavior training before networked computer access will be granted.

Prior to use of any Government-furnished equipment, the Contractor shall complete all mandatory training courses on the VA training site, currently the VA Talent Management System (TMS), and will be tracked therein. The TMS may be accessed at https://www.tms.va.gov. If an individual does not have a TMS profile, go to https://www.tms.va.gov and click on the “Create New User” link on the TMS to gain access.

VA laptop computers must comply with all rules/requirements regarding patches and updates and must be returned to VA at the conclusion of the BPA order.

16. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP):

Purpose: The purpose of this QASP is to provide a planned process for surveilling the Contractor’s actual performance and comparing that performance against the BPA/Order requirements to determine conformity in accordance with the PWS. The policy of the Government for Contractor quality control and Government quality assurance and applicable definitions are provided in Federal Acquisition Regulations (FAR) Part 46 - Quality Assurance. The Government has the right to change or modify this QASP and methods at its discretion.

Performance Standards define required performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets, or does not meet these standards. The Government may utilize the Performance Based Service Assessment Survey or other methods to compare Contractor performance to the Acceptable Levels of Performance (ALPs).

16.1 SURVEILLANCE METHOD:

The Contractor’s performance will be monitored by the COR in conjunction with input from customers. Completed delivery of services will be verified with the PWS prior to making any payment approvals. Incomplete or delayed performance will be forwarded to the

CO.

Various methods exist to monitor performance. The COR will use any or several of the surveillance methods listed below in administration of this QASP.

a. 100% Inspection (evaluates all outcomes) - Each month, the COR will review all the

Contractor’s performance/generated documentation and document results accordingly. This assessment will be placed in the COR’s Quality Assurance (QA) file.

b. Random Sample - The COR will review a random sampling of the Contractor’s performance/generated documentation and document results accordingly. This assessment will be placed in the COR’s QA file.

c. Validated Customer Complaint or Validated Below Average ALP in a Specific Area - Each month, the COR will review the Contractor’s performance/generated documentation corresponding to a validated customer complaint or validated inability to perform in accordance with the ALP in a specific area and document results accordingly. This assessment will be placed in the COR’s QA file.

16.2 FREQUENCY OF MEASUREMENT:

During BPA Order performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum will be twice a year.

16.3 ACCEPTABLE PERFORMANCE LEVELS (APLS)

Requirement Performance

Standard Surveillance

Method Outcome

PROJECT

MANAGEMENT,

MILESTONES,

AND SCHEDULE

a. Notifies customer of potential problems 90% of the time

100% Inspection of agreed upon milestones per the approved Project Management Plan (PMP)

Notification occurs within two (2) business days of potential issue when known in advance or within twenty-four (24) hours of urgent problems, where less than two (2) business days exist

b. Submits Deliverables in accordance with the deliverable schedule within (+/-) five (5) business days with no more than five (5) incidents of performance slippage

100% Inspection of deliverables

No more than five (5) incidents of performance schedule slippage

WRITTEN

COMMUNICATION

Uses correct English grammar, punctuation, and spelling 95% of the

Random Sampling

Written communication is consistently error-free and clear and concise so time; communicates information in a succinct and organized manner, produces written information that is appropriate for the intended audience that the message is easily understood by others

CUSTOMER

SUPPORT

Courteous and professional interactions to receive and fill order deliverables and in providing order status.

Customer (VA) support satisfaction, having no more than five (5) incidents of dissatisfaction

Customer Feedback and Complaints based on interactions with the Contractor

Customer problems are resolved within the same business day; no more than five (5) incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/professionalism

16.4 DOCUMENTING PERFORMANCE:

Acceptable Performance

The Government will document acceptable performance in accordance with the chart above. Any report may become a part of the supporting documentation for any BPA/Order action.

Unacceptable Performance When unacceptable performance occurs, the COR will inform the CO. This will always be in writing although when circumstances necessitate immediate verbal communication, that communication will be followed in writing. The COR will document the discussion and place it in the COR file.

When the CO determines formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR) and present it to the Contractor's Program Manager.

The Contractor shall acknowledge receipt of the CDR in writing to the CO. The CDR will state how long after receipt the Contractor must take corrective action. The CDR will also specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CO will review the Contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any action deemed necessary by the CO.

17. SECURITY AND PRIVACY REQUIREMENTS:

17.1 Position/Task Risk Designation Level(s)

Position Sensitivity

Background Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, “Personnel Suitability and Security Program,” Appendix A)

Moderate/ Tier 2

Tier 2/Moderate Background Investigation (MBI) - A Tier 2/MBI is conducted by the Office of Personnel Management (OPM) and covers a five (5) year period. It consists of a review of National Agency Check (NAC) records OPM

Position Sensitivity

Background Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, “Personnel Suitability and Security Program,” Appendix A) Security Investigations Index (SII), Department of Defense (DOD) Defense Central Investigations Index (DCII), Federal Bureau of Investigation (FBI) name check, and a FBI fingerprint check, a credit report covering a period of five (5) years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, law enforcement check; and a verification of the educational degree.

The position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the PWS are:

Position Sensitivity and Background Investigation Requirements by Task Task Number Tier1/Low/NACI Tier 2/Moderate/MBI Tier 4/High/BI

New Installations

X

Maintenance X Training (VA LMS) X

Technical Help Desk X

Tasks identified above and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal.

17.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS:

17.2.1 Contractor Responsibilities:

a. The Contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak, and understand the English language.

b. The Government shall bear the expense of obtaining background investigations. Within three (3) business days after award, the Contractor shall provide a roster of Contractor and Subcontractor employees to the COR to begin their background investigations in accordance with the ProPath template. The Contractor Staff Roster shall contain the Contractor’s Full Name, Date of Birth, Place of Birth, individual background investigation level requirement, etc. The Contractor shall submit full Social Security Numbers either within the Contractor Staff Roster or under separate cover to the COR. The Contractor Staff Roster shall be updated and provided to VA within one (1) day of any changes in employee status, training certification completion status, Background Investigation level status, additions/removal of employees, etc. throughout the Period of Performance. The Contractor Staff Roster shall remain a historical document indicating all past information and the Contractor shall indicate in the Comment field, employees no longer supporting this BPA/Order. The preferred method to send the Contractor Staff Roster or Social Security Number is by encrypted e-mail. If unable to send encrypted e-mail, other methods which comply with Federal Information Processing Standard (FIPS) 140-2 are to encrypt the file, use a secure fax, or use a traceable mail service.

c. The Contractor should coordinate the location of the nearest VA fingerprinting office through the COR. Only electronic fingerprints are authorized.

d. The Contractor shall ensure the following required forms are submitted to the COR within five (5) business days after contract award:

1) For a Tier 1/Low Risk designation:

a) OF-306

b) Department of Veterans Affairs (DVA) Memorandum – Electronic Fingerprints

2) For Tier 2/Moderate or Tier 4/High Risk designation:

a) OF-306

b) VA Form 0710

c) DVA Memorandum – Electronic Fingerprints

e. Contractor personnel shall submit all required information related to their background investigations (completion of the investigation documents (Standard Form (SF) 85, SF 85P, or SF 86) utilizing the Office of Personnel Management’s (OPM) Electronic Questionnaire for Investigations Processing (e-QIP) after receiving an email notification from the Security and Investigation Center (SIC).

f. The Contractor employee shall certify and release the e-QIP document, print, and sign the signature pages, and send them encrypted to the COR for electronic submission to the SIC. These documents shall be submitted to the COR within three (3) business days of receipt of the e-QIP notification email. (Note: OPM is moving towards a “click to sign” process. If click to sign is used, the Contractor employee should notify the COR within three (3) business days that documents were signed via eQIP).

g. The Contractor shall be responsible for the actions of all personnel provided to work for VA under this contract. In the event that damages arise from work performed by Contractor provided personnel, under the auspices of this contract, the Contractor shall be responsible for all resources necessary to remedy the incident.

h. A Contractor may be granted unescorted access to VA facilities and/or access to VA Information Technology resources (network and/or protected data) with a favorably adjudicated Special Agreement Check (SAC) or “Closed, No Issues” (SAC) fingerprint results, training delineated in VA Handbook 6500.6 (Appendix C, Section 9), and the signed “Contractor Rules of Behavior.” However, the Contractor will be responsible for the actions of the Contractor personnel they provide to perform work for VA. The investigative history for Contractor personnel working under this contract must be maintained in the database of the Office of Personnel Management (OPM).

i. The Contractor, when notified of an unfavorably adjudicated background investigation on a Contractor employee as determined by the Government, shall withdraw the employee from consideration in working under the contract.

j. Failure to comply with the Contractor personnel security investigative requirements may result in loss of physical and/or logical access to VA facilities and systems by Contractor and Subcontractor employees and/or termination of the contract for default.

k. Identity Credential Holders must follow all Homeland Security Presidential Directive 12 (HSPD-12) policies and procedures as well as use and protect their assigned identity credentials in accordance with VA policies and procedures, always displaying their badges, and returning the identity credentials upon termination of their relationship with

VA.

l. Contractor employees shall complete a VA Systems Access Agreement if they are provided access privileges as an authorized user of the computer system of VA.

17.2.2 Physical Security and Safety Requirements

The Contractor and their personnel shall follow all VA policies, standard operating procedures, applicable laws, and regulations while on VA property. Violations of VA regulations and policies may result in citation and disciplinary measures for persons violating the law.

a. The Contractor and their personnel shall be required to obtain always wear visible identification badges.

b. VA does not provide parking spaces at the work site; the Contractor must obtain parking at the work site if needed. It is the responsibility of the Contractor to park in the appropriate designated parking areas. VA will not invalidate or make reimbursement for parking violations of the Contractor under any conditions.

c. Smoking is prohibited inside/outside any building other than the designated smoking areas.

d. Possession of weapons is prohibited.

e. The Contractor shall obtain all necessary licenses and/or permits required to perform the work, except for software licenses that need to be procured from a Contractor or vendor in accordance with the requirements document. The Contractor shall take all reasonable precautions necessary to protect persons and property from injury or damage during the performance of this contract.

17.2.3. Confidentiality and Non-Disclosure

a. The Contractor shall follow all VA rules and regulations regarding information security to prevent disclosure of sensitive information to unauthorized individuals or organizations.

b. The VA CO will be the sole authorized official to release in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this contract. The Contractor shall release no information. Any request for information relating to this contract presented to the Contractor shall be submitted to the VA CO for response.

c. Contractor personnel recognize that in the performance of this effort, Contractor personnel may receive or have access to sensitive information, including information provided on a proprietary basis by carriers, equipment manufacturers and other private or public entities. Contractor personnel agree to safeguard such information and use the information exclusively in the performance of this contract. Contractor shall follow all VA rules and regulations regarding information security to prevent disclosure of sensitive information to unauthorized individuals or organizations as enumerated in this section and elsewhere in this Contract and its subparts and appendices.

d. Contractor shall limit access to the minimum number of personnel necessary for contract performance for all information considered sensitive or proprietary in nature. If the

Contractor is uncertain of the sensitivity of any information obtained during the performance this contract, the Contractor has a responsibility to ask the VA CO.

e. Contractor shall train all their employees involved in the performance of this contract on their roles and responsibilities for proper handling and nondisclosure of sensitive VA or proprietary information. Contractor personnel shall not engage in any other action, venture or employment wherein sensitive information shall be used for the profit of any party other than those furnishing the information. The sensitive information transferred, generated, transmitted, or stored herein is for VA benefit and ownership alone.

f. Contractor shall maintain physical security at all facilities housing the activities performed under this contract, including any Contractor facilities according to VA-approved guidelines and directives. The Contractor shall ensure that security procedures are defined and enforced to ensure all personnel who are provided access to patient data must comply with published procedures to protect the privacy and confidentiality of such information as required by VA.

g. Contractor must adhere to the following:

i. The use of “thumb drives” or any other medium for transport of information is expressly prohibited.

ii. Controlled access to system and security software and documentation.

iii. Recording, monitoring, and control of passwords and privileges.

iv. All terminated personnel are denied physical and electronic access to all data, program listings, data processing equipment and systems.

v. VA, as well as any Contractor (or Subcontractor) systems used to support development, provide the capability to cancel immediately all access privileges and authorizations upon employee termination.

h. Contractor PM and VA PM are informed within twenty-four (24) hours of any employee termination.

i. Acquisition sensitive information shall be marked "Acquisition Sensitive" and shall be handled as "For Official Use Only (FOUO)".

j. Contractor does not require access to classified data.

k. Regulatory standard of conduct governs all personnel directly and indirectly involved in procurements. All personnel engaged in procurement and related activities shall conduct business in a manner above reproach and, except as authorized by statute or regulation, with complete impartiality and with preferential treatment for none. The general rule is to strictly avoid any conflict of interest or even the appearance of a conflict of interest in VA/Contractor relationships.

l. VA Form 0752, Confidentiality of Sensitive Information Non-Disclosure Agreement, shall be completed by all Contractor employees that receive Government furnished laptops.

The completed form shall be returned to the CO before the Contractor employee can begin to perform work. In the event which Contractor personnel are replaced in the future, their replacement shall complete this same process before they begin work.

18 APPLICABLE VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY

LANGUAGE (PER VA HANDBOOK 6500.6, APPENDIX C, MARCH 12, 2010):

18.1 General

Contractors, Contractor personnel, Subcontractors, and Subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

18.1.1 Access to VA Information and VA Information Systems

a. A Contractor/Subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, Subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. All Contractors, Subcontractors, and third-party servicers and associates working with VA information is subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for Contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

c. Contract personnel who require access to national security programs must have a valid security clearance. National Industrial Security Program (NISP) was established by Executive Order 12829 to ensure that cleared U.S. defense industry contract personnel safeguard the classified information in their possession while performing work on contracts, programs, bids, or research and development efforts. The Department of Veterans Affairs does not have a Memorandum of Agreement with Defense Security Service (DSS). Verification of a Security Clearance must be processed through the Special Security Officer located in the Planning and National Security Service within the Office of Operations, Security, and Preparedness.

d. Custom software development and outsourced operations must be located in the U.S. to the maximum extent practical. If such services are proposed to be performed abroad and are not disallowed by other VA policy or mandates (e.g. Business Associate Agreement, Section 3G), the Contractor/Subcontractor must state where all non-U.S. services are provided and detail a security plan, deemed to be acceptable by VA, specifically to address mitigation of the resulting problems of communication, control, data protection, and so forth. Location within the U.S. may be an evaluation factor.

e. The Contractor or Subcontractor must notify the CO immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the Contractor or Subcontractor’s employ. The CO must also be notified immediately by the Contractor or Subcontractor prior to an unfriendly termination.

18.1.2 VA Information Custodial Language

a. Information made available to the Contractor or Subcontractor by VA for the performance or administration of this contract or information developed by the Contractor/Subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of VA. This clause expressly limits the Contractor/Subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

b. VA information should not be co-mingled, if possible, with any other data on the Contractors/Subcontractor’s information systems or media storage systems to ensure VA requirements related to data protection and media sanitization can be met. If co-mingling must be allowed to meet the requirements of the business need, the Contractor must ensure that VA information is returned to VA or destroyed in accordance with VA’s sanitization requirements. VA reserves the right to conduct onsite inspections of Contractor and Subcontractor IT resources to ensure data security controls, separation of data and job duties, and destruction/media sanitization procedures follow VA directive requirements.

c. Prior to termination or completion of this contract, Contractor/Subcontractor must not destroy information received from VA, or gathered/created by the Contractor while performing this contract without prior written approval by VA. Any data destruction done on behalf of VA by a Contractor/Subcontractor must be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the Contractor that the data destruction requirements above have been met must be sent to the VA CO within 30 days of termination of the contract.

d. The Contractor/Subcontractor must receive, gather, store, back up, maintain, use, disclose and dispose of VA information only in compliance with the terms of the contract and applicable…