PWS .pdf

Performance Work Statement (PWS) for the

Electronic Dental Record (EDR) Annual Help Support Service

Background:

The Wagner Health Center uses a proprietary electronic dental record (EDR) system called Dentrix Enterprise. It is the only system approved by the Indian Health Service for the Electronic Dental Record of patients. It is proprietary software and software updates, patches, fixes that typically are needed only can be performed by the manufacturer of the software.

Objective:

The Wagner Health Center is seeking Firm-Fixed Price, Non-Personal service contract purchase order for Electronic Dental Record Annual Help Support.

Scope of Work:

The contractor shall supply and deliver Annual Help Desk Support, Maintenance and Software updates provide support for the Dentrix (EDR) Dental software system.

Period of Performance:

The period of performance of this contract is 01/01/2027 to 12/31/2027.

Place of Performance:

Wagner Health Center 111 Washington AVE NW Wagner, South Dakota 57380

Contractor Responsibilities:

• Contractor shall be responsible for providing services for the Electronic Dental Record (EDR) Annual Software, technical support and license at the Wagner Health Center.

• Contractor shall furnish Dentrix Image License, technical support, and Bill of statement.

• Contractor shall be responsible for all travel, lodging, per diem, fringe benefits, Federal/State/Local taxes, plus any other costs pertinent to the performance of this contract.

CONTRACTOR QUALITY ASSURANCE:

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Electronic Dental Record (EDR) Annual Help Support Service

Dentrix Enterprise - Wagner Health Center Period of Performance: January 1, 2027 - December 31, 2027

Contract/PO No.: ________________________

Contracting Officer: ________________________

Contracting Officer's Representative (COR): ________________________

Dental Subject Matter Expert: ________________________

Contractor: ________________________

1. Purpose This Quality Assurance Surveillance Plan (QASP) establishes the Government's methods for monitoring contractor performance for the Electronic Dental Record (EDR) Annual Help Support Service supporting the Dentrix Enterprise system at Wagner Health Center. The purpose of surveillance is to determine whether the contractor provides the required annual software support, licensing, maintenance, technical assistance, software updates, and help-desk services in accordance with the Performance Work Statement (PWS).

This QASP is a Government surveillance document. Contractor responsibility for quality control remains with the contractor. The QASP does not alter the contract, add requirements, or authorize changes to price, scope, terms, or conditions.

2. Scope The contractor shall provide support for the Dentrix Enterprise electronic dental record environment at Wagner Health Center, 111 Washington Ave NW, Wagner, South Dakota 57380. Required services include:

• Annual Dentrix Enterprise/EDR software support.

• Help desk and technical support.

• Software maintenance.

• Software updates, patches, and fixes.

• Required EDR software licensing.

• Dentrix Image license and technical support.

• Monthly usage/reporting information required by the PWS.

• Annual billing/invoice documentation.

Period of Performance: January 1, 2027 through December 31, 2027.

3. Roles and Responsibilities

3.1 Contracting Officer (CO)

The CO retains authority for contractual matters, including contract modifications and actions affecting contract scope, price, terms, or conditions. No other individual is authorized to bind the Government.

3.2 Contracting Officer's Representative (COR)

• Monitor contractor technical progress and performance.

• Perform or coordinate surveillance and technical inspection/acceptance.

• Review contractor performance documentation and maintain the assessment record.

• Document deficiencies and coordinate technical issue resolution.

• Refer contractual matters and proposed changes to the CO.

3.3 Dental Subject Matter Expert

The Dental Officer/subject matter expert may assist the COR in determining whether Dentrix Enterprise support satisfactorily addresses operational dental program requirements.

3.4 Contractor

The contractor is responsible for ensuring that all required services are performed accurately, timely, and in accordance with the PWS and the contractor's quality control procedures.

4. Performance Requirements Summary The PWS requires timely support but does not establish numerical ticket-response times, resolution times, severity levels, or numerical acceptable quality levels (AQLs). The proposed numerical standards below are recommended surveillance targets and should not be treated as new contractual obligations unless incorporated into the contract by the Contracting Officer. Where the awarded contract or manufacturer support agreement establishes an applicable service level, that contractual service level controls.

Performance Requirement

Performance Standard Proposed AQL Monitoring Method

EDR help desk availability Required help-desk support remains available throughout the contract period.

100% coverage Periodic inspection / customer input

Help desk ticket response Support requests are acknowledged and handled within the applicable contractual/vendor service level.

95% timely Monthly ticket review

Critical EDR issues Critical system-impacting issues receive appropriate priority escalation.

100% escalated 100% inspection

Technical support quality Technical assistance satisfactorily addresses reported Dentrix problems.

>=95% satisfactory COR/SME review / customer input

Software maintenance Applicable manufacturer-supported updates, patches, and fixes are provided or made available as required.

100% applicable items Periodic inspection / document review

Software licensing Required Dentrix Enterprise licensing remains valid for the contract period.

100% Documentation/license verification

Dentrix Image licensing Required Dentrix Image license remains valid and supported.

100% Documentation review

Monthly usage reporting Complete monthly report is furnished for each applicable reporting period.

100% Monthly document review

Privacy/HIPAA No unauthorized disclosure of protected patient information attributable to contractor performance.

100% Incident/customer review

Annual invoice Invoice is complete, accurate, and submitted in accordance with contract requirements.

100% 100% inspection

5. Surveillance Methodology Monthly periodic inspection: The COR or designee reviews help-desk activity, open issues, and required monthly reporting.

100% inspection of critical deliverables: The Government verifies annual licensing, required reports, the annual invoice, and any identified critical support failures.

Customer input: Dental staff and the Dental Officer may report support quality, unresolved issues, delayed responses, or other performance concerns to the COR.

Documentation review: The COR may review help-desk records, case numbers, emails, service documentation, license confirmation, maintenance/update records, and monthly reports.

6. Monthly EDR Inspection Checklist Inspection Month ________________ Inspector/COR ________________

Date Reviewed ________________ Contract/PO ________________

Inspection Item Yes No N/A Comments / Evidence

Dentrix Enterprise support remained available during the reporting period.

Required EDR software licenses are active.

Dentrix Image license is active. [ ] [ ] [ ]

Help-desk tickets were responded to timely under the applicable contractual/vendor service level.

Critical issues received appropriate escalation.

Reported technical problems were satisfactorily addressed.

Open/unresolved tickets have documented status.

Applicable updates, patches, and fixes were provided/addressed.

Monthly usage report was received.

Monthly report was complete and accurate.

No known unauthorized release of patient information occurred.

Contractor communications were professional and responsive.

Any deficiencies from the prior month were corrected.

Number of help-desk tickets reviewed: __________

Number meeting performance requirements: __________

Number not meeting performance requirements: __________

Open tickets requiring follow-up: __________

Overall Monthly Rating: [ ] Acceptable [ ] Marginal / Corrective Action Required [ ] Unacceptable

Deficiencies/Observations:

Corrective Action Required: [ ] No [ ] Yes Due Date: __________________

COR Signature: ____________________________________ Date: ______________

7. Contractor Performance Standards Quality of Service: Dentrix Enterprise technical assistance correctly addresses reported problems and provides the support, maintenance, licensing, and updates required by the PWS.

Timeliness: Support requests and monthly reports are handled within applicable contractual/vendor service levels.

Availability: Required licensing and annual support remain continuously available throughout the period of performance.

Business Relations / Responsiveness: The contractor communicates effectively with authorized Government staff and appropriately manages unresolved issues.

Privacy and Security Compliance: The contractor complies with applicable Privacy Act and HIPAA requirements identified in the PWS.

8. Deficiency and Corrective-Action Process

1. Document the requirement, date, ticket/report involved, and supporting evidence.

2. Determine whether the deficiency represents an isolated issue or recurring performance problem.

3. Notify the contractor and request corrective action when appropriate.

4. Establish a reasonable corrective-action due date.

5. Verify completion and document the result.

6. Elevate contractual remedies or unresolved recurring deficiencies to the Contracting Officer.

9. Annual Performance Assessment At the end of the performance period, the COR should summarize surveillance results, significant deficiencies, corrective actions, responsiveness, quality, and schedule performance for use in the Government's annual contractor performance assessment, as applicable.

10. Source Documents

1. Performance Work Statement (PWS), Electronic Dental Record (EDR) Annual Help Support Service, Wagner Health Center, period of performance January 1, 2027 through December 31, 2027.

2. Quality Assurance Surveillance Plan (QASP) Template provided by the Government.

ADMINISTRATIVE:

Contracting Officer’s Representative Designation

The designated COR for this contract is:

Dwight Josh Janis, COR Level 1 The COR is responsible for:

• Monitoring the Contractor’s technical progress;

• Interpreting the statement of work;

• Technical evaluation as required;

• Technical inspections and acceptance required by this contract; and

• Assisting the Contractor in the resolution of technical problems encountered during performance of this contract.

Subject matter expert for this contract is:

Dr. Karrah Johnson Bruegman, Dental Officer Wagner Health Center

AUTHORITY

No person other than the Contracting Officer has the authority to bind the Government with respect to this contract.

No action or omission of any government employee or representative other than the Contracting Officer shall increase or decrease the scope of this contract or shall otherwise modify the terms and conditions of this contract.

In no event shall any of the following be effective or binding on the Government or imputed to the Contracting Officer with respect to this contract:

An understanding or agreement between the Contractor and anyone other than the Contracting Officer;

A purported modification or change order issued by anyone other than the Contracting Officer; A promise by anyone other than the Contracting Officer to provide additional funding or make payments; or An order, direction, consent, or permission from anyone other than the Contracting Officer to:

Incur costs in excess of a specified estimated cost, allotment of funds, or other ceiling;

or Expend hours in excess of a specified level of effort.

PRIVACY ACT & HIPAA:

The Contractor shall not maintain a system of records on Indian Health Service patients; however, the Contractor is bound by the Privacy Act of 1974 in that no information regarding patient prescription may be released to any unauthorized individual. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy Rule is also applicable concerning patient prescription information.

Government Furnished Property/Equipment/Information

No Government furnished property or equipment is provided.

INVOICE SUBMISSION AND PAYMENT:

The Contractor shall submit one invoice, annually for incurred charges related to Electronic Dental Record Annual Help Support.

Invoice submission and payment: In compliance with the Office of Management and Budget (OMB) M-

15-19 memorandum Improving Government Efficiency and Saving Taxpayer Dollars Through Electronic

Invoicing, directing Federal agencies to adopt electronic invoicing as the primary means to disburse payment to vendors. Invoices submitted under any award resulting from this solicitation will be required to utilize the Invoice Processing Platform (IPP) in accordance with HHSAR 352.232-71, Electronic Submission and Processing of Payment Requests.

IPP is a secure, web-based electronic invoicing system provided by the U.S. Department of the Treasury’s Bureau of the Fiscal Service, in partnership with the Federal Reserve Bank of St. Louis (FRSTL). Respondents to this solicitation are encouraged to register an account with IPP if they have not already done so. If your organization is already registered to use IPP, you will not be required to re-register, however, we encourage you to make sure your organization and designated IPP user accounts are valid and up to date.

The IPP website address is: https://www.ipp.gov.

If you require assistance registering or IPP account access, please contact the IPP Helpdesk at (866) 973- 3131 (M-F 8AM to 6PM ET), or IPPCustomerSupport@fiscal.treasury.gov.

The Contractor shall include the following information on each invoice in accordance with the Prompt Payment Act (5 CFR Part 1315.9(b)):

1. Contractor/Vendor Name

2. Mailing Address

3. Telephone Number

4. Tax Identification Number (TIN)

5. Invoice Date and Number

6. Purchase Order Number (in Block #3 of the OF-347 form)

7. Data Universal Number (DUNS)

8. Description of services provided, quantity, unit of issue, unit price, and total amount due https://www.ipp.gov/ mailto:IPPCustomerSupport@fiscal.treasury.gov.