PWS Attach 9 Current OCCHD Supported Technologies and SLAs_CCIN 25JAN22.docx

CURRENT OCC HELP DESK (OCCHD) SUPPORTED TECHNOLOGIES AND SERVICE LEVEL AGREEMENTS (SLAs)

VA has developed the following set of OCC Help Desk Tier I, II, and III sample support activities for telehealth technologies and mobile medical applications and devices. Additionally, included in this document are the SLAs currently in place to govern the support provided by the OCCHD.

This document should not be construed as a constraint on the scope of the Connected Care Integrated Network IDIQ base contract or future task orders (TOs) issued against the base contract; rather, this document has been developed to provide context around OCCHD activities and the levels of support that are currently required.

TELEHEALTH TECHNOLOGIES SUPPORT

Common OCC Help Desk support activities for telehealth technologies may include, but are not limited, to the following:

a) Preliminary network connectivity problem solving

b) Remote troubleshooting of endpoints

c) Provide technical services/support for:

1. VA Video Connect (VVC)

a. VA Video Connect (VVC) \VVC Now testing/tech support.

b. Virtual Care Manager (VCM) testing/tech support

c. Patient Video Tablets.

d. Commercial Off the Shelf (COTS) Tablets.

e. VA staff-owned personal devices (non-GFE).

f. Pexip Infinity Support.

g. Daily proactive VVC web and iOS application monitoring

2. Telehealth Management Platform (TMP):

a. TMP equipment validation and entry

b. TMP technical support

c. TMP account provisioning

d. VMR link Issuance

e. Drug Enforcement Administration (DEA) Registrations.

f. Troubleshoot Telehealth Service Agreements (TSAs)/tech Resources/TMP Scheduling/assist with equipment entries

3. Transportable Exam Stations (TES)

d) Apply regional video endpoint passwords to Clinical Enterprise Video Network (CEVN) endpoints via templates as needed

e) Provide support for the WebVRAM application including:

1. Support for the WebVRAM Administrative Module (WAM)

2. First-line help desk support for the WebVRAM application to include routing trouble tickets to the appropriate OIT help desks for troubleshooting

3. Deliver WebVRAM service status, notification, and outage emails to VA-designated user groups, such as TeleStroke, TeleICU, Call Centers, TeleGenomics, and Telemental Healthhubs

f) Support for Veteran devices to include test calls

g) Troubleshoot audio, video, software, and hardware failures related to all telehealth technologies

h) Provide support for VHA-sponsored telehealth clinics at non-VA sites including:

1. Supporting telehealth equipment and systems troubleshooting calls from clinic attendants

2. Sharing the non-VA site telehealth clinic and Veteran-specific Personal Identification Numbers (PINS)

i) Provide Telepresence Management Suite (TMS) and/or Cisco Unified Communications Manager (CUCM)

j) Provide Vbrick Content Server

k) Provide end-users with information and national guidance on telehealth technology setup and configuration

l) Email National Notifications via pre-defined telehealth email groups as needed

m) Apply baseline video codec configuration

n) Webex support, as needed

o) Virtual Care Manager (VCM) Facility Urgent Contacts support, including managing admin user access and completing routine maintenance

MOBILE MEDICAL APPLICATIONS AND DEVICES SUPPORT

Common OCC Help Desk support activities for mobile medical applications and devices may include, but are not limited to, the following:

a) Utilize MDM software for device troubleshooting and the Mobile Application Program (MAP) for app troubleshooting

b) Assist mobile medical device users in acquiring and utilizing a logon credential

c) Log and maintaining devices in the Apple Business Manager (ABM)

d) Monitor and responding to production alerts related to apps and services,

e) Perform move, add, and change work on approved software apps or appropriate devices, as authorized

f) Provide email account move, add, and changes for email access

g) Perform account resets

h) Ensure devices maintain the appropriate security configuration

i) Lock a device or erasing (wiping) ONLY the managed data on the device

j) Advise users on how to use their mobile medical device and Government developed apps

k) Create a mechanism for users to provide feedback on VA developed apps being utilized in production

l) Advise users on how to access support for “white-listed” commercial apps, known issues, and known workarounds

m) Support remote users

n) Troubleshoot user device issues

o) Review and acknowledge alarms and assess their impact and severity,

p) Collect detailed information from the client and assess the impact and severity of the reported issue

q) Manage, monitor, and respond to MDM alerts,

r) Create and accurately categorize requests/incidents based on proactive alerts or customer calls

s) Query the MDM system to provide MDM reports in an electronic HTML5 dashboard format, viewable from a mobile medical device or desktop browser

t) Advanced incident troubleshooting and remediation for issues and identification of the root causes of issue

u) Analyze user outages

v) Monitor and/or test applicable updates/patches/releases, analyze results, report issues, and make recommendations to the Government for disposition

w) Assist with testing and verification of production application releases

SERVICE LEVEL AGREEMENTS

VA has set the following SLAs for all current OCCHD support.

Average Speed of Answer (ASA): Call-time in the queue after completing all IVR prompts to time of agent answer, in seconds, including ring time to the agent. For SLA reporting purposes, this metric is measured as a weighted average against all contact center queues.

Abandonment Rate Percentage: Percentage of contacts that disconnect at the caller source on or after entering the queue, before the agent answers. For SLA reporting purposes, this metric is measured as a weighted average against all contact center queues.

Random sampling of customers.

Random sampling of customers.

Random sampling of VA employee customers.

Random sampling of Veteran customers.

Random sampling of customers.

Random sampling of customers.

CURRENT STAFF CERTIFICATION REQUIREMENTS

Currently, VA has set the following certification requirements for OCCHD staff:

a) Apple ACSP

b) ARANZ Certification

c) Amazon Web Services (AWS) Cloud Practitioner

d) CompTIA A+

e) CompTIA Network+

f) CompTIA Security+

g) Cisco CCNA

h) EKO Certification

i) Google IT Support Professional

j) Help Desk Institute Certification

k) HermTac Certification

l) Microsoft MCSE

m) Microsoft SharePoint

n) Parable

o) Pexip Certified Technical Expert – Level I

p) Pexip Certified Technical Expert –Level II

q) Project Management Professional

r) ServiceNow

s) VMWare Workspace ONE