PWS_CCIN_DRAFT V.36 18NOV2022 TS.docx

Connected Care Integrated Network

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Veterans Health Administration Office of Connected Care

Office of Connected Care (OCC) Connected Care Integrated Network (CCIN)

Date: November 17, 2022 PWS Version Number: 0.36

Contents

BACKGROUND

The mission of the Department of Veterans Affairs (VA), Veterans Health Administration (VHA) is to provide benefits and services to Veterans of the United States, their caregivers, and/or beneficiaries. VHA provides care for Veterans in person at more than 1,400 VA facilities, through the community care network, and through VA’s extensive use of connected care. In addition, VA connected care leverages advanced technologies to connect with increasing numbers of Veterans and provide them with access to VA care from their homes and communities.

The VHA Office of Connected Care (OCC) is charged with the design, development, implementation, and management of connected care programs, systems, and services throughout the VA. An outline of the current state of the Office of Connected Care is included in Attachment 1, Background. A list of all technologies used in VHA’s mobile application and infrastructure technology stack is included in Attachment 2, VHA Technical Stack.

Historically, all products and contractor support for VA’s connected care technology network have been delivered through the single-award Clinical Enterprise Video Network (CEVN) Blanket Purchase Agreement (BPA) (VA119-15A-0131), awarded in 2015, and the follow-on, single-award OCC Equipment and Services Transition Requirements Contract (36C10G21D0016), awarded in 2021. Acquisition planning for future connected care technology network support has resulted in the development of three distinct and separate contracts to leverage innovation and flexibility to meet mission needs through establishing:

a) Program Support Integration (PSI), planned as a single-award IDIQ responsible for all program and project management functions required by OCC, including program integration and program support; project, release, and implementation management; communications; and training.

b) Connected Care Integrated Network (CCIN), planned as a single-award IDIQ outlined herein.

c) Connected Care Products Catalog (CCPC), planned as a catalog of multiple BPAs that provide necessary hardware, software, licenses, subscriptions, warranties, and maintenance necessary to operate, maintain, and enhance the overall connected care technology network.

In service of VA’s mission to leverage connected care technologies to enhance care accessibility, capacity, quality, and satisfaction, OCC requirements are to provide connected care integration, including the following linked functional areas (FAs):

APPLICABLE DOCUMENTS

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements for Cryptographic Modules”

4. FIPS Pub 199. “Standards for Security Categorization of Federal Information and Information Systems,” February 2004

5. FIPS Pub 200, “Minimum Security Requirements for Federal Information and Information Systems,” March 2006

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

9. Public Law 109-461, Veterans Benefits, Health Care, and Information Technology Act of 2006, Title IX, Information Security Matters

10. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

11. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, https://www.va.gov/vapubs/index.cfm

12. VA Handbook 0710, “Personnel Security and Suitability Program,” May 2, 2016, https://www.va.gov/vapubs/index.cfm

13. VA Directive and Handbook 6102, “Internet/Intranet Services,” August 5, 2019

14. 36 C.F.R. Part 1194 “Information and Communication Technology Standards and Guidelines,” January 18, 2017

15. Office of Management and Budget (OMB) Circular A-130, “Managing Federal Information as a Strategic Resource,” July 28, 2016

16. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)”

17. NIST SP 800-66 Rev. 1, “An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule,” October 2008

18. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

19. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004

20. VA Directive 6500, “VA Cybersecurity Program,” February 24, 2021

21. VA Handbook 6500, “Risk Management Framework for VA Information Systems VA Information Security Program,” February 24, 2021

22. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI),” March 12, 2019

23. VA Handbook 6500.5, “Incorporating Security and Privacy into the System Development Lifecycle,” March 22, 2010

24. VA Handbook 6500.6, “Contract Security,” March 12, 2010

25. VA Handbook 6500.8, “Information System Contingency Planning,” April 6, 2011

26. VA Handbook 6500.10, “Mobile Device Security Policy,” February 15, 2018

27. VA Handbook 6500.11, “VA Firewall Configuration,” August 22, 2017

28. OIT Process Asset Library (PAL), https://www.va.gov/process/ . Reference Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

29. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

30. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

31. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

32. VA Handbook 6510, “VA Identity and Access Management,” January 15, 2016

33. VA Directive and Handbook 6513, “Secure External Connections,” October 12, 2017

34. VA Directive 6300, “Records and Information Management,” September 21, 2018

35. VA Handbook, 6300.1, “Records Management Procedures,“ March 24, 2010

36. NIST SP 800-37 Rev 2, “Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy,” December 2018

37. NIST SP 800-53 Rev. 5, “Security and Privacy Controls for Federal Information Systems and Organizations,” September 23, 2020 (includes updates as of 12/10/2020)

38. VA Directive 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” October 26, 2015

39. VA Handbook 0735, “Homeland Security Presidential Directive 12 (HSPD-12) Program,” March 24, 2014

40. OMB Memorandum 05-24, “Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors,” August 5, 2005

41. OMB Memorandum M-19-17, “Enabling Mission Delivery Through Improved Identity, Credential, and Access Management,” May 21, 2019

42. OMB Memorandum, “Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation,” May 23, 2008

43. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011, (NOTE: Part A of the FICAM Roadmap and Implementation Guidance, v2.0, was replaced in 2015 with an updated Architecture (https://arch.idmanagement.gov/#what-is-the-ficam-architecture)

44. NIST SP 800-116 Rev 1, “Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access,“ June 2018

45. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, “Digital Identity Guidelines,” updated March 02, 2020

46. NIST SP 800-157, “Guidelines for Derived PIV Credentials,” December 2014

47. NIST SP 800-164, “Guidelines on Hardware-Rooted Security in Mobile Devices (Draft),” October 2012

48. Draft National Institute of Standards and Technology Interagency Report (NISTIR) 7981, “Mobile, PIV, and Authentication,” March 2014

49. VA Memorandum, VAIQ #7100147, “Continued Implementation of Homeland Security Presidential Directive 12 (HSPD-12),” April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

50. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

51. VA Memorandum “Personal Identity Verification (PIV) Logical Access Policy Clarification,” July 17, 2019, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4896

52. Trusted Internet Connections (TIC) 3.0 Core Guidance Documents, https://www.cisa.gov/publication/tic-30-core-guidance-documents

53. OMB Memorandum M-19-26, “Update to the Trusted Internet Connections (TIC) Initiative,” September 12, 2019

54. OMB Memorandum M-08-23, “Securing the Federal Government’s Domain Name System Infrastructure,” August 22, 2008

55. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

56. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005

57. Executive Order 13834, “Efficient Federal Operations,” dated May 17, 2018

58. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2, 2001

59. VA Directive 0058, “VA Green Purchasing Program,” July 19, 2013

60. VA Handbook 0058, “VA Green Purchasing Program,” July 19, 2013

61. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access,” January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

62. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

63. “Veteran Focused Integration Process (VIP) Guide 4.0,” January 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

64. VA Memorandum “Proper Use of Email and Other Messaging Services,” January 2, 2018, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

65. “DevSecOps Product Line Management Playbook” version 2.0, May 2021, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4946

66. NIST SP 500-267B Revision 1, “USGv6 Profile,” November 2020

67. OMB Memorandum M-21-07, “Completing the Transition to Internet Protocol Version 6 (IPv6),” November 19, 2020

68. Social Security Number (SSN) Fraud Prevention Act of 2017

69. Section 240 of the Consolidated Appropriations Act (CAA) 2018, March 23, 2018

70. Deputy Under Secretary for Operations and Management (10N) Memorandum, “Technical Support for Telehealth End-Users”, September 18, 2013.

71. VA Mobile Style Guide, https://mobile.va.gov/sites/default/files/files/VAMobileStyleGuide508compliant.pdf

72. VA Intranet Design Template, http://vaww.va.gov/6102/templates/VA_Intranet_Redesign_Template.asp

73. Tier 1 Graphic Standards, U.S. Department of Veterans Affairs: Graphic Standards: Tier 1 (va.gov)

74. 18 F API Standards, https://github.com/18F/api-standards

75. WH API Standards, https://github.com/WhiteHouse/api-standards

76. Federal Source Code Policy, https://sourcecode.cio.gov/OSS/VA Office of Information Security Accreditation Requirements Guide Standard Operating Procedures January 2014, https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1216669&FileName=VA118A-14-I-0032-003.pdf

77. Logical Observation Identifiers Names and Codes (LOINC)

78. Systematized Nomenclature of Medicine Clinical Terms (SNOMED CT)

79. Unified Medical Language System (UMLS) RxNorm

80. International Classification of Diseases (ICD) – 9 and -10

81. HL7 VistA Integration Process

82. Veterans Health Education and Information Core Program Requirements, September 4, 2020 https://www.va.gov/vhapublications/ViewPublication.asp?pub_ID=9004

83. Health Literacy Resources for Patient Education https://www.va.gov/LIBRARY/Patient_Education.asp

84. National Fire Protection Association (NFPA) 99, Health Care Facilities Code, 2021 https://www.nfpa.org/codes-and-standards/all-codes-and-standards/list-of-codes-and-standards/detail?code=99

SCOPE OF WORK

VA’s connected care technology network is an enterprise-wide, complex, and diverse system for the distribution, support, and sustainment of health care and related services. The scale of the program and its basis in unique, VA-developed products requires highly specialized industry support to successfully perform, implement and execute at the scope and complexity required by all connected care integrated network functions. The Contractor shall provide integrated services and solutions in support of VA connected care technologies.

For the purposes of this contract, connected care is defined as the use of electronic information or telecommunications technologies to support health care delivery, patient and professional health-related education, public health, and health administration at a distance. “Connected care technologies” are defined as the combined VA ecosystem of clinical video equipment and software; store and forward technologies; web and mobile health applications; software-as-a-service (SaaS) technologies; commercial-off-the-shelf (COTS) software products; mobile medical devices, peripherals, and wearables; remote patient monitoring technologies; online health portals; future connected care technologies; and ancillary items.

The Contractor shall provide support services in the following functional areas, as defined in PWS Section 5.2 below, which establishes all general requirements for the services performed under this contract. Specific requirements will be defined by VA at the individual Task Order (TO) level. To ensure integration across the program, the Contractor shall coordinate with all key stakeholders in the performance of orders placed against this contract.

Functional Areas:

a) Product Ordering, Inventory, and Asset Management (PWS 5.2.1)

b) Help Desk Support (PWS 5.2.2)

c) Connected Care Technology Software and Mobile Medical Application Design, Development, Enhancement, and Remediation (PWS 5.2.3)

d) Infrastructure and Architecture Support (PWS 5.2.4)

Upon Government direction, the Contractor shall be required to purchase certain products (i.e. mobile device data plans and maintenance, COTS software product licenses) that are necessary to provide support services in the functional areas listed above. These products are detailed in Attachment 3, CCIN Product List. In order to troubleshoot and perform maintenance on the Cisco products included in Attachment 3, the Contractor must be a certified Cisco Gold Partner at the time of contract award and maintain that status throughout the life of the contract. As directed by the Government, the Contractor shall be responsible for the technology refresh and/or update of all products included in Attachment 3 due to Original Equipment Manufacturer (OEM) end-of-life/end-of-support dates.

The Contractor shall identify a single point of contact for each functional area that shall act as the representative and program lead for all work done under that functional area and support integration across functional areas.

As part of the performance under this IDIQ, the Contractor and/or its subcontractors shall be required to work with other Government Contractors (firms working with the Government under other contracts), including those Contractors supporting the PSI and CCPC contracts. In performance of this IDIQ, the Contractor shall provide full cooperation with all Contractors working for and on behalf of OCC. To ensure cooperation and cohesiveness among different contract holders, the Government may require the Contractor to formulate a written agreement that maps out communication, coordination, and conflict resolution strategies.

Upon award, the COR will establish initial contact between the Contractor and other Contractors. All stakeholders shall participate in the meeting. Nondisclosure forms between Contractors shall be executed as appropriate.

Due to the nature of connected care support, the Government may incorporate changes to this contract in response to a national emergency (i.e. global pandemic or other public health crisis) and/or Congressional or VA mandate (i.e. mandated expansion of current programs or the pilot of new technologies/services).

All solutions provided under this contract, including applications and infrastructure, must be Federal Risk and Authorization Management Program (FedRAMP) authorized or capable of being FedRAMP authorized.

Attachment 4, Deliverables, is supplemental to and made a part of this PWS. The Attachment summarizes the set of deliverables that shall be provided under the base contract.

PERFORMANCE DETAILS

CONTRACT TYPE

As this contract is a single-award IDIQ contract, performance details will be further outlined at the task order level.

PERFORMANCE PERIOD

The period of performance is anticipated to be five-years from the date of award, with two, one-year performance-based optional ordering periods. Any work that takes place at a Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO).

The Federal holidays set by law (USC Title 5 Section 6103) that VA follows are outlined here: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview

PLACE OF PERFORMANCE

The place of performance shall be identified in the individual TO. Tasks under this PWS shall primarily be performed at Contractor facilities but may include Government sites within and outside the continental United States (CONUS / OCONUS), as defined at the TO level.

TRAVEL

The Government anticipates travel to meet the requirements of specific TOs under this effort, as well as to attend program-related meetings or conferences throughout the PoP.

Travel and per diem will be reimbursed in accordance with Federal Acquisition Regulation 31.205-46 as well as Federal Travel Regulations. The Contractor shall submit invoices that include copies of all receipts that support the travel costs claimed in the invoice. Travel must be pre-approved by the COR. Travel must be priced separately in the task order/delivery order price schedule. Local travel within a 50-mile radius from the Contractor’s facility is considered the cost of doing business and will not be reimbursed unless prior approval is obtained from the COR. 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 on a case-by-case basis and must be pre-approved by the COR.

Total travel cost shall not exceed the travel amount in the task order/delivery order price schedule. The Government will not be responsible for any relocation expenses associated with moving Contractor personnel (even if a replacement is required) to the Washington, DC, commuting area or other job sites as may be identified either initially, or if necessary, with replacement of personnel.

In addition, TDY to a Government facility within the effort doesn’t change the Place of Performance to the Government Site.

SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

PROJECT MANAGEMENT

CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline, and tools to be used in execution of the base contract. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resource support. The CPMP shall also include a communications plan to demonstrate how the Contractor will coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. In the CPMP, the Contractor shall also detail how coordination with other contractors supporting OCC will be managed.

The draft baseline CPMP shall be delivered with the Contractor’s proposal and updated 5 business days after award. Afterward, the Contractor shall deliver the CPMP in accordance with Attachment 4, Deliverables. The Contractor shall update and maintain the approved CPMP throughout the period of performance. Additional Contractor Project Management requirements will be defined at the individual TO level

Deliverable:

A. Contractor Project Management Plan

POST-AWARD CONFERENCE

The Contractor shall coordinate and administer a Post-Award Conference with key stakeholders and subject matter experts (SMEs), all of whom shall be identified by the OCC Project Manager (PM) / Contracting Officer’s Representative (COR). The Contractor shall schedule the Conference within 10 business days after contract award or as agreed upon between the COR, the CO, and the Contractor.

At the Conference, the Contractor shall present the details of the intended approach for managing the base contract, including the final Transition-In Plan (PWS 5.1.7). The Contractor shall electronically deliver Post-Award Conference Meeting Minutes and an Action Item Summary to the VA PM/COR and all meeting participants no later than 3 business days after conclusion of the Post-Award Conference.

Deliverables:

A. Post-Award Conference Meeting Minutes B. Action Item Summary

TASK ORDER KICKOFF MEETINGS

Kickoff meetings, if required will be identified at the TO level. The purpose of each meeting is for the Contractor to brief the Government on how it intends to meet all requirements of the TO. At the Government’s discretion, kickoff meetings may be held on-site at the Contractor’s facility, Government facility, or by telephone or virtual meeting platform conference.

PROGRAM REVIEWS

Each quarter or more frequently at the Government’s direction, the Contractor shall conduct Contract Level Program Reviews. The reviews shall be planned and conducted jointly with the PSI Contractor. At the Government’s discretion, Program Reviews may be held on-site at the Contractor’s facility, Government facility, or by telephone or virtual meeting platform conference. These Program Reviews shall address and provide in-depth information on program progress and all functions summarized by TO(s). The Contractor will coordinate the meeting agenda with the VA PMs/COR, subcontractors, and the PSI Contractor.

The Contractor shall provide Program Review Minutes, an Action Item Summary, and Schedule, electronically, to the VA PM/COR and all meeting participants no later than 3 business days after conclusion of the Program Review.

Deliverables:

A. Meeting Agenda B. Program Review Minutes C. Action Item Summary D. Meeting Presentations

REPORTING REQUIREMENTS

The Contractor shall provide the VA PM/COR with Monthly Connected Care Integration Network Progress Reports in electronic form in Microsoft Word and Project formats. The report shall include detailed instructions/explanations for each required report element, to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding month.

The 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 CPMP and Quality Control Program (QCP) Plans and report any deviations. It is expected that the Contractor will keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent the need for escalation of outstanding issues.

Additionally, the Contractor shall provide the VA PM/COR/CO with a Monthly Purchase Report that assists the Government in tracking all hardware and or software purchased by OCC or the field from the CCIN product list or the CCPC.

Additional Reporting Requirements will be defined at the individual TO level.

Deliverable:

A. Monthly Progress Report B. Monthly Purchases Report

QUALITY CONTROL

The Contractor shall develop, maintain, and implement an effective QCP to ensure services are performed in accordance with this PWS. The Contractor shall create a QCP Plan that defines the procedures to identify, prevent, and ensure non-recurrence of defective services, and where relevant, establish a new process agreed upon by all stakeholders. The QCP is the means by which the Contractor assures that work complies with the requirements of all orders exercised against the contract.

The draft QCP Plan shall be delivered with the Contractor’s proposal. The final QCP Plan shall be delivered within 30 business days after contract award and updated monthly thereafter.

Deliverable:

A. Quality Control Program Plan

TRANSITION SUPPORT

TRANSITION-IN

The Transition-In Task permits for an effective transition from incumbent Contractor to a new Contractor. The Contractor shall submit a Draft Transition-In Plan as part of its proposal. This plan will be incorporated into the Contract at time of award and is the basis for contract performance during the transition-in period. Throughout the transition-in period, it is essential that attention be given to minimizing interruptions or delays to work in progress that would impact the mission.

The Contractor shall appoint a suitable qualified representative as a point of contact (POC) for the transition-in period. This person shall be the Contractor representative responsible for management of the transition-in activities and shall have primary responsibility for establishing the initial program management framework. In addition, the Contractor shall initiate due diligence activities immediately upon award.

Transition-in activities for the incoming Contractor should include onboarding of personnel following contract award, activity associated with the documentation, learning, and understanding with defined tasks. During transition-in, the Contractor shall:

a) Define and maintain methods for validating and documenting the transition-in period and associated timelines in the Transition-In Plan;

b) Define and maintain a standard transition-in methodology that adheres to best practices;

c) Support and assist VA in developing shared governance processes during transition-in;

d) Collaborate with VA to identify program reporting requirements during transition-in;

e) Report and track the status of critical deliverables and milestones during transition-in.

The draft Transition-In Plan shall be delivered as a part of the Contractor’s proposal. The Contractor shall submit a Final Transition-In Plan within 5 business days after award. The Government anticipates that the transition-in period shall not exceed 180 calendar days from final Transition-In Plan acceptance after which the Contractor shall assume all operational responsibilities for the services under this contract and all exercised TOs. Should that timeline change, it will be reflected at the TO level.

The Contractor shall provide Weekly Transition-In Status Reports and maintain performance commitments during the transition-in period.

Deliverables:

A. Transition-In Plan B. Weekly Transition-In Status Reports

TRANSITION-OUT

The Contractor shall provide transition-out services should the follow-on contract be awarded to a Contractor that is not the incumbent or if a follow-on contract is not solicited. At the commencement of the transition-out service period, the Contractor shall appoint a suitably qualified representative as a POC for transition-out services. The Contractor shall identify and document all open items during the transition-out, determine a resolution date, and obtain VA concurrence for any items that will not be closed prior to completion of the Transition-out. The Contractor shall support the transition-out period and provide on-site support, if required, to facilitate parallel transition-out and operations activities.

At the conclusion of this contract and any TO where the PoP extends beyond the base contract, the Contractor shall ensure a smooth transition during the successor’s phase-in period. The Contractor shall aid the successor in the development of plans, procedures, and methods for assumption of all on-going work. The Contractor shall provide an orderly transition-out of work acceptance and accomplishment, so that full control by the successor is achieved by the end of the phase-out period. This shall include formal coordination with Government staff and successor staff and management. It shall also include delivery of copies of all artifacts delivered under this contract and all TOs and delivery of baseline metrics and statistics.

It is anticipated that some work requirements will be in progress through the phase-out period of this contract and all TOs where appropriate. Because interruptions or delays to the work will adversely affect OCC’s mission, the Contractor shall provide maximum cooperation with the successor while ensuring that no work receives inadequate attention during phase-out. The Contractor shall plan to transition all operational responsibilities to the successor within 150 calendar days from notification of contract award and provide an additional 30 calendar days of support should questions or other concerns arise in the phase-out of all support. Should that timeline change, it will be reflected at the TO level.

The Contractor shall develop a Transition-Out Plan for Government approval that includes but is not limited to:

a) Overall transition-out methodology, key activities, and operating results;

b) Any and all applicable acceptance criteria provided and approved by the VA;

c) Provide VA with a current inventory of all Government-owned assets and Government Furnished Information (GFI) used by the Contractor, along with full support to VA in the return and reconciliation of this inventory;

d) An outline of how the Contractor intends to work with VA or VA’s designee(s) to ensure an orderly transfer of the services (the risks considered shall be clearly stated and an explanation shall be provided for how the Contractor’s solution and approach will reduce the impact of these risks);

e) Requirements for collaboration with VA or VA’s designee(s) to ensure an orderly transition-out of the services;

f) Roles and responsibilities of the Contractor during the Transition-out Services period. The description of the Transition-out for each function, including the methodology for the transfer of knowledge between the Contractor’s personnel and the personnel who will be responsible for providing services in the future;

g) Identification of risks in the transfer process, risk mitigation strategies, and preventive measures;

h) How the quality and level of services and or service levels will be achieved during the transition-out period;

i) Description from the Contractor as to how insufficiently documented systems, processes, etc. are treated, including updating documentation where necessary;

j) Description of change and release management, including all approvals and certifications by VA;

k) Diagram of how the transfer of services will be organized;

l) Contractor’s description of the process for reviewing the Transition-Out Plan, including the terms which state that VA may monitor such process;

m) Actions to support a smooth and uninterrupted transfer of all activities and services to a successor;

n) Turn-in of all Government keys, Government Furnished Equipment (GFE), ID/access cards, and security codes;

o) Providing VA with current versions of all historical data and technical documentation relating to processes, Concept of Operations (CONOPS), operational procedures, standard operating procedures, guidelines, status reports, and other pertinent information needed to continue the services being performed by the Contractor;

p) Providing “shadowing” and other knowledge transfer meetings and opportunities to facilitate the transfer of information, processes, and data needed to continue the services being performed by the Contractor;

q) Providing up-to-date program/project management documents, including, but not limited to: status reports, schedules, status of identified risks and mitigations, and other documents.

The Contractor shall develop and submit the Transition-Out Plan at least 90 calendar days before the end of the base contract. The plan shall be approved by the COR and shall contain a milestone schedule of events and application/system turnovers. Once approved, the Contractor shall execute the Transition-Out Plan. The Contractor shall transition with no disruption in operational services. Until the transition-out period is complete, the Contractor shall take action to update the Transition-Out Plan, including the impacts of issues and risks which are identified by the Contractor and VA. The Contractor shall also propose changes to the Transition-out Plan when asked to do so by VA. Changes to the Transition-out Plan must be approved by VA in writing. The Contractor shall provide Weekly Transition Status Reports and maintain performance commitments during the Transition-Out Period.

The Contractor shall transition all VA-owned equipment and assets used to test new product assessments and integration and/or troubleshoot connected care network bugs and issues to the VA in operational condition and configured with up-to-date firmware and software that reflects the connected care network’s current operational environment.

Deliverables:

A. Transition-Out Plan B. Weekly Transition-Out Status Reports C. Configured VA-Owned Equipment

FUNCTIONAL AREAS

PRODUCT ORDERING, INVENTORY, AND ASSET MANAGEMENT SUPPORT

The Contractor shall provide product ordering, distribution, inventory, and asset management support for VA connected care technologies. Contractor support shall include logistics, coordination, tracking, configuration, setup, and support for connected care technology solutions, including hardware/equipment such as telemedicine carts, and codecs as well as mobile medical technologies, data plans, and peripherals.

Currently, over 250,000 connected care hardware assets are managed at any given time and up to 75,000 connected care hardware assets are shipped in up to 10,000 shipments per year. In addition, OCC is provided with assistance in the coordination of deliveries with Site Points of Contact (POCs) and the COR before shipment of hardware to ensure sites have adequate storage space. Up to 1,000,000 VA assets are maintained in a VA-approved FedRAMP High inventory and asset management system. This includes adding new asset entries as the VA purchases new equipment, changing and updating assets as the equipment moves around the VA or is retired, ensuring inventory system accuracy, and providing reports to the VA as requested.

Contractor duties shall include but are not limited to:

a) Connected care product ordering, distribution, and vendor relationship development/maintenance. The Government anticipates multiple contracts with different vendors under CCPC.

b) Developing and maintaining a Connected Care Technology Ordering Dashboard that contains sources and awarded pricing information for all products available through CCIN and the CCPC.

c) Coordination of connected care technology maintenance and return merchandise authorizations (RMAs) to fix or replace defective/inoperable devices and upgrade equipment. Track and report on all non-returned RMA equipment.

d) Assisting with inventory management and storage, including warehousing connected care technologies (i.e. spares pool for telehealth equipment, VA Video Connect (VVC) equipment expansion devices, VA-issued GFE tablets for VA health care providers) at a vendor-owned warehouse. The current warehouse inventory is outlined in Attachment 5, Current OCC Warehouse Inventory. Note: Attachment E is included for reference and shall not be construed as a constraint on the scope of this contract.

e) Management support for VA's Asset Management System.

f) Tracking maintenance plans and warranties for all equipment as well as coordination with OEMs.

g) Hardware shipment and coordination with VA logistics stakeholders and VA sites.

h) Hardware testing, integration, provisioning, decommissioning, and on-site integration and/or deployment.

i) Inventory and asset management reporting.

j) Tracking software licenses and subscriptions.

k) On-site connected care equipment installation and configuration at VA Medical Centers (VAMCs), clinics, and other VA sites throughout the Continental United States (CONUS) as well as Hawaii, Alaska, and all US territories.

The products available through the current contract are outlined in Attachment 6, Products Available on Current Contract, while the current software licenses and maintenance agreements are described in Attachment 7, Software Licenses and Maintenance Agreements. Note: Attachments 6 and 7 are included for reference only and shall not be construed as a constraint on the scope of this contract.

Artifacts may be required at the task order level. These artifacts may include but are not limited to the following:

a) Plans

b) Presentations

c) White papers

d) Memoranda

e) Schedules and calendars

f) Reports

g) Checklists

h) Trackers

i) Dashboards

j) Data collection and analyses

k) Slide decks

l) Shipping manifests and proofs of delivery

Product Ordering, inventory, and asset management support may include but is not limited to the following specific tasks:

PRODUCT ORDERING AND DISTRIBUTION SUPPORT

The Contractor shall provide product ordering and distribution support for connected care technologies as defined in PWS Section 3.0, Scope. Connected care products eligible for order and distribution under this effort are those connected care technologies identified on this contract and the Connected Care Product Catalog (CCPC) Product List established separately by VA. For each item on the CCPC product list, VA has identified an authorized source of supply and pricing through a separate Request for Quote(s) (RFQ), evaluation, and selection process. Pricing established through this process will be maintained as the pricing for each item. The Government anticipates that items will be added and removed from the CCPC Product List throughout the PoP of this contract. Upon award, the list of authorized CCPC suppliers will be made available to the Contractor.

The Contractor shall fill orders placed by the Government under this effort by establishing commercial agreements with all VA authorized suppliers to distribute the specific supplies identified on the CCPC Product List. In establishing these commercial agreements, the Contractor shall assure that the agreements contain all VA-required terms, conditions, and clauses.

Under the CCIN product list and CCPC, the Contractor shall be responsible for managing all aspects of supplier relationships necessary to assure timely delivery of connected care products that comply in all aspects with the Government’s requirements as set forth in this PWS and in orders issued against the resultant contract. This includes, but is not limited to, liability for payment to suppliers for supplies delivered to VA Authorized Customers.

As orders under this contract are filled, the Contractor shall invoice VA for the actual price of the connected care product delivered to VA, which shall be at the pricing assigned to that same item on VA’s CCPC Product List. For each order, the Contractor will invoice the Government a flat, fixed Order Processing Fee per CCPC supplier included in that order, regardless of number of items or quantity of items ordered. This fixed Order Processing Fee shall not be applicable to orders placed against the CCIN product list.

The Contractor shall screen all orders on receipt to identify all potential conflicts or questionable instances where items are not clearly within the parameters of this PWS and shall seek the CO’s guidance on scope concerns in advance of filling any such orders. Additional requirements, within the scope of the contract, may be added by the Government to the CCPC product list over the lifecycle of this program and any addition of items or suppliers will be communicated to the Contractor. The CO will be responsible for making the final determination as to whether any order or item is or is not within scope of this PWS.

The Contractor shall not be entitled to payment in any instances where supplies are provided (or prices are charged) outside the scope of this PWS.

Performance metrics and acceptable performance thresholds for product ordering and distribution support will be defined at the task order level.

TELEHEALTH TECHNOLOGY DEPLOYMENT SUPPORT

The Contractor shall provide deployment support services for the refresh and expansion of Clinical Video Telehealth and Store and Forward Telehealth (SFT) equipment and technologies. This support includes field outreach and coordination between OCC Telehealth Services, VA Medical Centers (VAMCs), VA Clinics, and additional VA sites. Additionally, the Contractor shall collect deployment data, create dashboards and checklists, and communicate with VA and external stakeholders.

The Contractor shall support recurring communication and outreach to telehealth VISN and field staff and program managers. The Contractor shall work with the VA PM/COR to contact sites, coordinate equipment requests, and notify VA sites of upcoming deadlines and delivery/implementation activities. The Contractor shall log all relevant data, including milestones, deadlines, reference documentation, processes, and frequently asked questions (FAQs) to the Telehealth Technology SharePoint site (or its successor).

During equipment delivery and implementation, the Contractor shall communicate the delivery schedule with each site, track progress, answer site questions, and explain decommissioning processes.

VA MOBILE MEDICAL DEVICE SUPPORT

The Contractor shall assist OCC with inventorying, storing, distributing, and maintaining all VA-owned mobile medical devices, i.e. tablets, as directed by the VA PM/COR. The Contractor shall inventory, store, activate, provision, ship to users, repair, suspend/re-activate (as needed) and decommission mobile medical devices in accordance with (IAW) VA decommissioning procedures.

The Contractor duties shall include but are not limited to:

a) Provisioning and enrolling devices into VA’s Mobile Device Management (MDM) solution that facilitates device network access.

b) Managing the MDM solution, including mobile medical device user troubleshooting, implementing profile modifications, and changing profiles.

c) Managing cellular data plans across all the major carriers to include:

a. Activating, deactivating, suspending and re-activating data plans

b. Coordinating data plan renewals for VA sites and programs.

d) Assessing and repairing or replacing defective or malfunctioning devices.

e) Coordinating with sites and POCs for locations that have mobile medical devices, including keeping POC lists.

f) Ensuring compliance and data accuracy across VA inventory systems, VA’s MDM system, and the inventory system.

g) Tracking mobile medical devices across all VA locations.

h) Managing the kitting and logistics for patient mobile devices, including developing and maintaining patient instructional documentation and custom instructions.

As detailed in Attachment 3, CCIN Product List, the Contractor shall purchase cellular data plans for use with mobile devices issued to Veterans and VA providers. To ensure continuity, the Contractor shall maintain current service on mobile devices already issued by VA. For new mobile devices, the Contractor shall purchase cellular data plans that ensure maximum data coverage to provide reliable connectivity for VVC patient care visits. Mobile devices will be issued to Veterans in all 50 states and US territories. Projected locations for new mobile devices will be provided at the order level. Whenever possible, the Contractor shall ensure parity between the mobile service providers purchased with new devices. Once a mobile device is issued, the Contractor shall not change the cellular data plan associated with that device unless otherwise specified by the Government. The Contractor shall purchase all cellular data plans in close coordination with the COR and stakeholders from VA’s Denver Acquisition and Logistics Center (DALC).

HELP DESK SUPPORT

The Contractor shall establish and maintain a fully functional, integrated OCC Help Desk (OCCHD) providing technical support to end-users of all currently fielded and future VA connected care technologies. OCCHD support shall include diagnosing; triaging; troubleshooting; incident resolution; trouble ticket generation and management; issue escalation; reporting and notification; continuous system monitoring and vulnerability assessment; customer satisfaction feedback; and documentation. The Contractor shall provide incident management system provisioning, management, enhancement, and maintenance, unless specified otherwise at the TO level. Additionally, the Contractor shall provide support for one-on-one connected care device training through the OCCHD.

Currently, the OCC Help Desk (OCCHD) operates 24 hours a day, 7 days a week, 365 days a year (24x7x365) and covers the United States and all US Territories. OCCHD end-users include clinicians and health care providers at VA Medical Centers (VAMC), Primary Care Telehealth Outreach Clinics (PCTOC), VA Community-Based Outpatient Clinics (CBOC), and VA-sponsored telehealth clinics at non-VA sites; VA Teleworking Providers; other staff at VA facilities; and Veteran patients and their caregivers or beneficiaries.

Currently supported VA connected technologies, include, but are not limited to all telehealth devices, technologies, and solutions, such as the Telehealth Management Platform (TMP),…