PWS (updated).docx

Performance Work Statement Q-Flow Software Support and Maintenance Services Irwin Army Community Hospital, Fort Riley, Kansas

1. General

1.1. Description of Work. The contractor shall provide all software support and maintenance service for the Q-Flow Patient Tracking System for Irwin Army Community Hospital (IACH). Machines are located on the main campus and outlying clinics.

1.1.1. This contract is a non-personal services contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

1.1.2. The inspection and acceptance point for all services rendered under this contract will be by IACH Clinical Workflow Analyst or designee. The performance of the quality of services rendered and any documentation or written material in support of same, shall be subject to continuous inspection, surveillance and review for acceptance by the Contracting Officer Representative (COR) or designated representative. Other performance evaluation factors will be monitored that are not quantified by numerical measurements, such as, contractor technician relationship with hospital staff/Government contracting personnel and compliance with hospital policy and procedures.

1.1.3. A COR will not be appointed under this contract. However, the below table provides the phone number for the Government’s Primary point of contact authorized to place service calls, request update status or provide contractor oversight during onsite visits.

Designated Positions Authorized to Make Service Calls

Primary Point of Contact (POC)-HIPAA Specialist

1.2. Scope of Work/Specific Tasks.

1.2.1. Software Support and Maintenance: The contractor shall maintain software to its intended functionality and compatibility within a supported operating and technology environment. This shall include, but not limited to, software version updates (e.g. major platform version release from version 2.3 to version 3.0 or version 4.2 to version 5.x, service pack and point updates), correction of any errors in the software, minor software updates to enhance local operations which do not exceed current functionality, required patches, etc.

1.2.2. Error Types and Response Time: The following error types and associated response times are defined and stated as follows:

Critical: Error causes a majority of the software to be down an unusable. Response time: 30 minutes; Resolution: one business day, after receipt of registered phone call or E-mail.

High: Error causes major feature or function failure. Response time: 30 minutes; Resolution: two business days, after receipt of registered phone call or E-mail.

Medium: Error causes minor feature or function failure. Response time: one business day; Resolution: ten business days, after receipt of registered phone call or E-mail.

Low: Requested software enhancement, general information, software modification request, etc. Response time: three business days; Resolution: next release, after receipt of registered phone call or E-mail.

1.2.3. Irwin Army Community Hospital Covered System Software:

1.2.3.1. Device Manager Software and subsequent versions.

1.2.3.2. Queuing Performance Dashboard and subsequent versions.

1.2.3.3. Quick Touch Software and subsequent versions.

1.2.3.4. Laboratory Touch Service Console and subsequent versions.

1.2.3.5. Q-Flow Service Console Software and subsequent versions.

2. Contractor Requirements.

2.1. Contractor shall ensure that all services provided under the terms of this contract are performed by persons trained and certified as proficient in the provision of the services provided.

2.2. Contractor represents and warrants that all personnel provided by contractor to do work on the Military Treatment Facility’s (MTF) equipment are legally eligible to work in the United States of America; and that contractor complies with all applicable Federal and State wage and employment laws, and with all other applicable laws and regulations pertaining to the services provided to the Government.

2.3. Contractor shall provide a Help Desk phone number and E-mail address for technical assistance.

2.4. The contractor shall provide free webinar training sessions to help maximize our use of Q-Flow features. The webinars will be requested by the IACH COR and completed before expiration of the support agreement.

3. Administrative.

3.1. Reports. The contractor shall perform services on an as needed basis and submit service reports to the COR or Contracting Officer as requested for use in monitoring contractor performance. Contractor will be paid an annual rate based on services performed for a continued, successful working Q-Flow Patient Tracking system.

3.2. Safety. The contractor shall ensure its personnel comply with all installation and MTF safety regulations. Such regulations include, but are not limited to, general safety, fire prevention, and waste disposal. Copies of these regulations are on file in the medical activity safety office or may be obtained through the COR.

3.3. Security.

3.3.1. The contractor shall ensure its personnel comply with the local installation requirements for vehicle registration and operation on the military facility. Any vehicle operated by contract personnel on the military installation must have the minimum liability coverage required by the State in which the performance is located.

3.3.2. The contractor shall ensure its personnel comply with installation and MTF personnel identification and access requirements.

3.4. Antiterrorism/Operations Security (AT/OPSEC) Requirements.

3.4.1. AT Level I Training. All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the Contracting Officer, if a COR is not assigned, within 05 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://atlevel1.dtic.mil/at.

3.4.2. For contractors that do not require CAC, but require access to a DoD facility or installation. Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05/AR 190-13), applicable installation, facility and area Commander installation/facility access and local security policies and procedures (provided by Government representative), or, at OCONUS locations, in accordance with status of forces agreements and other theater regulations.

3.4.3. iWATCH Training. This standard language is for contractor employees with an area of performance within an Army controlled installation, facility or area. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 10 calendar days of new employees commencing performance thereafter with the results reported to the COR NLT 30 calendar days after contract award.

3.4.4. For contracts that require OPSEC Training. Per AR 530-1 Operations Security, the contractor employees must complete Level I OPSEC Awareness training. New employees must be trained within 30 calendar days of their reporting for duty and annually thereafter.

3.4.5. For information assurance (IA/information technology (IT) training. All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within six months of appointment to IA/IT functions.

3.5. Hours of Operation. Contractor services shall be available Monday through Friday, during normal business hours, 7:30 A.M. to 4:00 P.M. during the duration of the contract period with the exception of Federal holidays.

3.5.1. Onsite maintenance must be scheduled through the COR during normal business hours, Monday through Friday, 7:30 A.M. to 4:00 P.M. Overtime hours are not allowed, in accordance with the contract. Thus, the contractor is not allowed to work overtime hours, if service is required, after normal business hours.

3.5.2. Federal Holidays.

NOTE: Any of the above holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. If the area in which a contract employee is scheduled to work is closed due to the holiday declared by an Executive Order and the employee is not required to report in, payment will not be made for those hours. Closures of the installation due to inclement weather or other such acts of God shall be handled in the same manner.

4. Contractor Conduct.

4.1. The contractor is responsible for the conduct of his/her employees. All services shall be provided in accordance with established standards, principles, and ethics of the profession and applicable professional specialty organizations, and shall ensure the highest regard to patient dignity.

4.2. The contractor shall ensure that its personnel comply with MTF policies regarding personal appearance and conduct.

4.3. Inquiries. Contractor shall ensure that its personnel do not respond to any media inquiries. Any inquiries from the media shall be immediately relayed to the COR, who will relay them to the MTF Commander. There shall be no interviews, comments, or any other response without the knowledge and approval of the MTF Commander. Other than routine inquiries from external agencies, all other inquiries and complaints shall be brought to the attention of the Government COR.

4.4. Complaints. Complaints will be validated by the COR and be reported in writing to the Contracting Officer and to the contractor for action, if it constitutes a failure to perform, as determined by the Government.

4.6. Contractor Representation. The contractor shall designate a POC for the contract. The contractor’s POC shall be the only authorized representative of contractor authorized to discuss with the COR, any and all maintenance services required by the contract and ensure response to requests for performance of the contract. The POC shall have the authority to make decision for the Contractor. The Contracting Officer or the COR shall be notified promptly whenever the POC changes. Contractor’s POC shall be submitted no later than 10 days after award of contract, and shall include as a minimum name, title, and telephone number.

5. Government/Contractor Furnished Property.

5.1. Government.

5.1.1. The Government shall provide necessary access to the equipment covered under the contract.

5.1.2. The Government shall provide the contractor with timely support (i.e. information, computers, passwords, and other items) reasonably requested by the contractor to support the software maintenance services, when necessary.

5.2. Contractor.

5.2.1. The contractor shall provide each employee an identification badge which shall be displayed on their outer garment at all times when responding to a service call at the MTF. The badge shall include, as a minimum, the employee’s name, title, current picture, and contractor company name.

5.2.2. All materials, other than those materials specified as Government furnished, required in the performance of this contract shall be furnished by the contractor.

5.2.3. The Government shall not be responsible for any damage to or loss of contractor supplies, materials, or equipment nor is the Government responsible for any damage to or loss of the contractor employees’ personal belongings, due to fire, theft, accidents or any other causes.

6. Tobacco Free Medical Campus

The contractor shall ensure that all employees comply with the U.S. Army Medical Command and MTF smoking policies while performing services under this contract. Smoking restrictions will apply at any location or building where healthcare activities are performed under this contract.

In accordance with Army Regulation 600-63, paragraph 7-3, 14 April 2015; Operations Order 15-48 (Army Medical Command (MEDCOM) Tobacco Free Living – USAMEDCOM), 8 May 2015; and any Operations Order, regulation or other instruction implementing, defining or otherwise addressing the Tobacco Free Medical Campus (TFMC) on any military installation or DoD-controlled location, contractor personnel are prohibited from using any tobacco product on or within any TFMC while performing under this contract. TFMCs are established at each installation or DoD-controlled location and include: (1) any property or non-residential building that is operated, maintained or assigned to support medical activities, including but not limited to, hospitals, medical laboratories, outpatient clinics (including medical, dental, and veterinary facilities), or aid stations operating for the primary purpose of delivering medical care and services for DoD eligible beneficiaries and /or meeting the mission of the Army Medical Command; (2) all other facilities in which medical activities or administration take place, to include HQ MEDCOM and Defense Health Headquarters; (3) all internal roadways, sidewalks and parking lots; and (4) all sidewalks, parking lots and grounds external but adjacent to the building or related to the migratory corridors surrounding the medical facility. The contractor shall obtain from the COR any orders, regulations, instructions or other documents implementing, defining or otherwise addressing the TFMC for any given installation or DoD-controlled location where contractor personnel may perform under this contract and shall instruct contractor personnel on the TFMC limitations for installations or DoD-controlled locations where they may perform under this contract.

(End of Performance Work Statement)