Provider Locator Services - Performance Work Statement.pdf

Performance Work Statement Licensed Provider Locator Service Medical-Legal Risk Management

Office of Quality and Patient Safety

1.0 BACKGROUND:

The Department of Veterans Affairs, Veterans Health Administration (VA/VHA) is responsible for safeguarding veterans receiving health care in its facilities. In the event of filed or paid tort claim for healthcare services, the Government will evaluate the care of healthcare providers and will contact the providers named in the tort claim to allow them to provide a statement regarding the care in question.

A licensed provider location internet search service will allow VHA facility risk managers to locate providers who have left the area and are unreachable by usual means.

This effort is a follow-on to GSA Contract/Award GS-02F-0048M 36C10X21F0053 which is expiring May of 2026. The Government has a continuing need for these services.

2.0 OBJECTIVE:

The Contractor shall provide internet access to a licensed provider location internet search service to up to three users at the Medical-Legal Risk Management (MLRM) Office of the VHA Office of Quality and Patient Safety.

This service will allow the location of physicians, nurses, pharmacists, other licensed providers capable of exercising autonomous clinical judgment, and any other named person in the tort claim who has left VA service, by accessing public records.

The service allows personnel in the Medical-Legal Risk Management Office to obtain the home and business addresses of individuals named in filed or paid tort claims who are no longer employed by VHA. The information should include home and office/employment addresses, home and office/employment telephone numbers, state licenses, board certifications, and Drug Enforcement Administration (DEA) licensing. The Contractor service must be able to locate the individual within 10 minutes. Information will be maintained on Contractor web site with a single VA access point from the Office of Quality and Patient Safety.

MLRM staff will access only from the VA internet. Reports will be available for MLRM staff to share results to the requesting facility Risk Manager. There will be no access from non-VA networks. The internet search service shall be updated by Contractor when new information is made available on providers, search algorithms, licensing boards, and employers.

3.0 SCOPE:

The Contractor shall provide an internet search service, which provides the data specified in section 4.2. The search will use any of the following parameters:

name, date of birth, social security number, city, state or last known address. The search results will be available within the specified time from entering the request. The minimum historic data span of provider history will be met as specified in section 4.2 deliverable 3.

4.0. SPECIFIC TASK REQUIREMENTS

4.1 TASK 1 - Kick-Off Meeting

The Contractor shall attend a Kick-off Meeting (Deliverable 1) within 10 (ten) business days after the effective date of the contract award to review the goals and schedule of the project with the Government Point of Contacts and review onboarding processes. The meeting shall be held virtually via the Microsoft TEAMS application and is attended by Government staff typically including the Program Manager (PM), Contracting Officer Representative (COR), Contracting Officer (CO), or Contract Specialist (CS) along with Contractor any Key Personnel and others appropriate to agenda topics and actionable items (action items). The Contractor shall collaborate with the COR to review meeting topics and provide a post meeting summary record of all Action Items (Deliverable 2) identified in the Kickoff Meeting.

Generally, Action Item status is typically reviewed and updated in any subsequent meetings and/or reports.

At a minimum, the Kick-off meeting shall include the following topics:

• Introductions from Contractor Staff and Government employee involved in this contract

• Collaboration for onboarding processes.

• A brief Contracting Officer overview of general contract and Government contract-related policy and regulations

• A brief overview of project administration and reporting by the Contactor

• A review of tasks by the Contractor to forge a common understanding of work to be performed, responsibilities, and Government’s priorities for the Contractor

• Review of Invoicing

• Collaborating and working to agree upon action items.

4.2: TASK 2 - Internet Provider Locator Services (Deliverable 3)

4.2.1 Provider Locator Services (Deliverable 3a): The Contractor shall provide an internet search service, to include, at a minimum:

• The internet search service shall be updated by Contractor when new information is made available on providers, search algorithms, licensing boards, and employers.

• Search can be initiated using any of the following parameters: name, date of birth, social security number, city, state or last known address.

• Search results shall include home and office/employment addresses, home and office/employment telephone numbers, state licenses, board certifications, and DEA licensing.

• Search results shall provide a minimum of 5 years’ worth of licensed health care provider's or other named individual’s history.

• Capable of extracting/saving findings of a given search.

• Search capability is available 24 hours a day, seven days a week.

4.2.2 Online Access for Internet Searches (Deliverable 3b): The Contractor shall provide an internet search service, to include, at a minimum of three (3) Access Licenses for performing required services/searches.

4.2.3 The Contractor shall track services outages and provide a Service Outage Report (Deliverable 3c) reflecting service outages.

4.2.4 The contractor will provide Timely Search Results (Deliverable 3d) within a 10 Minute Response Time for Search Results.

4.2.5 The Contractor shall be able to provide live Tech Support (Deliverable 3e) available during regular business hours with timely resolution.

4.3 TASK 3 – USER TRAINING

The Contractor shall provide Systems Training (Deliverable 4) to VA Medical-Legal Risk Management Office personnel that shall be available virtually to cover procedures in aspects of accessing the system, conducting searches and obtaining desired results with parameters provided by VA for search criteria. Training for staff shall be conducted at the start of the Period of Performance and completed as specified in the Deliverable Table for up to 3 VA staff, and for staff as turnover occurs. Meetings will be virtual via TEAMs or similar system accessible to VA.

4.4 TASK 4 – REPORTING AND TROUBLESHOOTING

4.4.1 The Contractor shall, upon request, provide a Report of Searches (Deliverable 5) or the ability to self-generate reports of search history including total number of searches, date search was performed, name of provider that was searched within a specified time frame and which MLRM staff performed the searches.

4.4.2 The Contractor shall attend Ad-Hoc Meetings (Deliverable 6) virtually to review, address and correct/troubleshoot any issues with search system.

DELIVERABLES:

1. Kick-Off Meeting

2. Action Items

3. 3. Internet Provider Locator Services

3(a). Provider Locator Services 3(b) Online Access for Internet Searches 3(c) Service Outage Report 3(d) Search Results 3(e) Tech Support

4. Systems Training

5. Report of Searches

6. Ad-Hoc Meetings

5.0 DELIVERABLE TABLE

The following table provides a summary of deliverables required under this contract.

CLIN/

SLIN #

TASK #

& PWS

Section

Del # Description QTY Delivery to Delivery Method

Delivery Date

TASK 1 – KICK-OFF MEETING (NSP*)

4.1 1 Kick-Off Meeting 1 EA

COR/PM

CO/CS

CTR Key Personnel

Virtual-

TEAMS

Within 10 business days after effective date of award

4.1 2 Action Items As

Required by COR

COR/PM

CO/CS

CTR Key Personnel

Virtual-

TEAMS

At each Meeting and As Directed by COR –

Updated as Directed by

COR

TASK 2 - INTERNET PROVIDER LOCATOR SERVCES

4.2.1 3(a) Provider Locator Services

1 YR COR/PMO Virtual/Online

Upon Effective Date of Award.

4.2.2 3(b)

Online Access for

Internet Searches (licenses)

3 EA COR/PMO Virtual/Online

Upon Effective Date of Award.

4.2.3 3(c) Service Outage Report

12 EA COR Email 1st business day of each month

4.2.4 3(d) Search Results Ongoing COR Virtual/Online

Within 10 minutes of searches.

Otherwise As directed by

COR

4.2.5 3(e) Tech Support Ongoing COR Virtual/Online or phone

As directed

TASK 3 – USER TRAINING (NSP*)

4.3 4 Systems Training

Session for All

License Holders

COR Virtual -

TEAMS

Within 5 Days of Effective Date of Award

Additional as needed for change of user.

TASK 4 –REPORTING & TROUBLESHOOTING (NSP*)

4.4.1 5 Report of Searches

As Required by COR

COR Virtual/Online

Within 1 business day of COR request

4.4.2 6 Ad-Hoc Meetings

6 EA

(NTE) COR Virtual/Online or TEAMS

As Requested

*NSP = Not Separately Priced *NTE = Not to Exceed

6.0 PERFORMANCE QUALITY STANDARDS

The following Quality Assurance Surveillance Plan (QASP) is applicable to this requirement. The Contractor shall adhere to performance standards outlined in the QASP as related to the requirements.

Various methods exist to monitor performance.

The COR shall use any or several of the surveillance methods listed below in the administration of this QASP.Performance Indicator

Performance Standard

Minimum Acceptable Standard

Method of Surveillance

Incentives / Disincentives for not meeting performance Standards

Service Outages Report Submits Service Outage Report on the first business day of each month

No more than 1 missed submission and no more than 2 late submissions

Observation and communication

Exercise of Option Period

CPARS

Timely Results 10-minute response time for search results

No more than 5 instances of delayed results

Observation and

Tech Support Live tech support available during business hours with timely resolution

No more than 3 instances of unavailable support and no more than 1 instance of a resolution exceeding 1 business day

Observation and

Acceptable Performance

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

Unacceptable Performance When unacceptable performance occurs, the COR shall 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 shall document the discussion and place it in the COR file.

When the CO determines formal written communication is required, the COR shall prepare a memo of the issues and present it to the Contractor's program manager.

The Contractor shall acknowledge receipt of the memo in writing to the CO. The memo will state how long after receipt the Contractor must take corrective action.

The memo 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 shall review the Contractor's corrective action plan to determine acceptability.

7.0 Changes to the PWS:

Any changes to this PWS shall be authorized and approved only through written correspondence from the Contracting Officer (CO) and modification to the Contract if applicable. A copy of each change will be kept in a contract folder, along with all other products of the contract. The COR has no authority to bind the Government or authority to make material changes to the contract.

8.0 Period of Performance

Base Period: 1 Year from Effective Date of Award Option Period 1: 1 Year from Effective Date of Option Exercise (if exercised) Option Period 2: 1 Year from Effective Date of Option Exercise (if exercised) Option Period 3: 1 Year from Effective Date of Option Exercise (if exercised)

9.0 Place of Performance

Contractor’s Facilities and Virtual

10.0 Travel

Travel is not reimbursable by VHA, nor is it expected during the period of performance. Travel is not anticipated for this action. Local travel within 50 miles of workstation or Government facility is not reimbursed.

11.0 Material Other Direct Costs

Not anticipated for this requirement.

12.0 Government-Furnished Information, Equipment, and Property

(GFE/GFI/GFP)

No GFE/GFI/GFP will be provided for this requirement.

13.0 Key Personnel

Not Applicable for this requirement.

14.0. IT SECURITY

15.0 TRAVEL REQUIREMENTS:

16.0 CONTRACTING OFFICER'S REPRESENTATIVE (COR):

See Section B.2 For Details. No Government personnel, other than the Contracting Officer, have the authority to change or alter these requirements. The COR shall clarify technical points or supply relevant technical information, but no requirements in this scope of work may be altered as a sole result of such verbal clarification.

17.0 SECURITY/NATIONAL AGENCY CHECK REQUIREMENTS:

Not Applicable