P09 - Final Statement of Work 2022.05.18.pdf

Statement of Work Digital Signage/Media/Way Finding/Cable Integration

GENERAL INFORMATION

1. Name of Project: James H. Quillen VA Medical Center (JHQVAMC) Maintenance and Training for Digital Signage, Media, Way Finding, and Channel Integration System.

2. UPDATE May 2022: The effort on this project is to establish a maintenance and training contract base, plus four years (five-year contract) to properly support the hospital’s Digital Signage System. With this contract, staff at James H. Quillen VA Medical Center will be enabled to operate the system effectively and without stoppage regardless of staff turnover.

3. Background: JHQVAMC is responsible for providing timely, high-quality healthcare and treatment services for our Veterans and their families. As the complexity of healthcare and treatment services increases, program and technical acquisition and healthcare team involvement also become more complex. In addition, enterprise acquisition solutions provide the capability to enhance and streamline our processes for timely, high-quality efficient healthcare and an overall cost savings in integrated healthcare delivery systems across all Services of the JHQVAMC and all affiliated outpatient clinics while maintaining and improving quality. There is no VA sensitive data being transmitted, generated, or exchanged in this system. The primary function of this system is Wayfinding. There are other functions available as well. Wayfinding must work effectively on a consistent basis.

4. Requirements Overview:

a. Main Coverage:

1) Technical support and assistance on all JANUS / Uniguest products.

2) 24/7 live support assistance as required.

3) Software upgrades within version 4.x (for the current version)

4) Software security patches as necessary.

5) Corporate rebranded digital signage templates.

6) Ongoing Training as scheduled.

7) This requirement covers all equipment purchased with contract 36C24919F0513 (Date 9/13/2019): (5) Concierge Board and (35) JMC10x

b. Maintenance of Interactive Map:

1) Contractor shall be responsible for continued site maintenance for the interactive map and all associated links defined herein. Contractor shall make all updates, and maintenance necessary for the interactive modality to fully function.

2) Contractor shall make any major modifications to the interactive map within thirty (30) calendar days of written notification by JHQVAMC. The number of modifications shall not exceed twenty-four (24) in a calendar year and shall not be so drastic as to require the contractor to take new photographs. An example of a major modification would be the change in the location of a Primary Destination.

3) Contractor shall make any and all minor modifications to the interactive map within five (5) business days of written notification by JHQVAMC. The number of minor modifications required will be unlimited through the life of the contract. Minor modifications shall be limited to only the changing of names and/or locations of clinics under Primary Destinations.

5. Quality Control / Operational Uptime: Contractor shall provide the highest level of reliability with a fully functional, interactive patient wayfinding map. Upon completion of the development of the interactive map, the Contractor shall maintain the interactive map with a guaranteed uptime of no less than 97%. Downtime shall be computed from the time the vendor is notified of a problem and conclude when the interactive map has been returned to full working order as defined herein.

Operational uptime shall be computed using monthly averages. Scheduled upgrades, updates, and/or maintenance shall not take place during normal business hours as defined herein.

6. Quality Assurance: JHQVAMC will evaluate the Contractor’s performance in accordance with the requirements. COR will report contractor performance to CO quarterly.

7. Government Remedies: The contracting officer shall follow the requirements of FAR 52.212-4, Contract Terms and Conditions for Commercial Items for Contractor’s failure to correct nonconforming services.

8. JHQVAMC Points of Contact:

Visual Information Specialist:

Cory Chapin – cory.chapin@va.gov

(423) 926-1171 ex 7464

Contracting Officer’s Representative:

Joe Windham – joseph.windham@va.gov

(423) 979-3514 or (423) 426-7828, Contractor – Provide contact information to call for your Service:

Primary Contact:

Contact Email:

Work Phone:

Cell Phone:

mailto:cory.chapin@va.gov mailto:joseph.windham@va.gov

Secondary Contact:

Contact Email:

Work Phone:

Cell Phone:

9. Hours of Operation:

a. Normal hours of operation at JHQVAMC are Monday through Friday from 7:00 am to 5:00pm, excluding holidays.

b. Federal Holidays observed by JHQVAMC are:

New Year’s Day Martin Luther King Day President’s Day Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas day

10. Identification, Parking, and Security:

The Contractor's FSEs shall always wear visible non-PIV identification badges while on the premises of the JHQVAMC. It is the responsibility of the Contractor to park in the appropriate designated parking areas. Contractor shall report directly to the COR upon arrival at the facility and shall be escorted by the COR or appointed designee the entire time on campus.