S02 36C10B26Q0192_Engineered Care FINAL.pdf

PAGE 1|44 1. REQUISITION NO.

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NO. 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

a. NAME b. TELEPHONE NO. (No Collect Calls) 8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY CODE 10. THIS ACQUISITION IS UNRESTRICTED OR SET ASIDE: % FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE 16. ADMINISTERED BY CODE

17a. CONTRACTOR/OFFEROR CODE FACILITY CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO. UEI: EFT:

PHONE: FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19. 20. 21. 22. 23. 24.

ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________ 29. AWARD OF CONTRACT: REF. ___________________________________ OFFER COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DATED ________________________________. YOUR OFFER ON SOLICITATION DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION (REV. NOV 2021)

PREVIOUS EDITION IS NOT USABLE Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

36C10B26Q0192 03-18-2026

Ivan Varela (848) 377-5328 03-25-2026

2PM EST

36C10B Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

X 100

X

513210

$47 Million

N/A

X

See Delivery Schedule

36C10B

Department of Veterans Affairs Technology Acquisition Center

23 Christopher Way Eatontown NJ 07724

36C10A

Department of Veterans Affairs Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971

Care Transitions Portal Software & Maintenance

Contract Specialist:

Ivan Varela/Ivan.Varela@va.gov

Contracting Officer:

Wendella Baptiste/Wendella.Baptiste@va.gov

X X

Contracting Officer Wendella Baptiste

36C10B26Q0192

Table of Contents

SECTION A

A.1 SF 1449 SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 REQUIREMENT BACKGROUND

B.2 CONTRACT ADMINISTRATION DATA

B.3 GOVERNING LAW CLAUSE

B.4 SOFTWARE LICENSE, MAINTENANCE AND TECHNICAL SUPPORT:

B.5 PRICE SCHEDULE

B.6 PRODUCT DESCRIPTION

SECTION C - CONTRACT CLAUSES

C.1 NOTICE REGARDING SYSTEM UPDATES

C.2 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

C.3 52.217-7 OPTION FOR INCREASED QUANTITY—SEPARATELY PRICED LINE ITEM (MAR

1989)

C.4 VAAR 852.211-76 LIQUIDATED DAMAGES – REIMBURSEMENT FOR DATA BREACH

COSTS (FEB 2023) ALTERNATE I (FEB 2023)

C.5 VAAR 852.239-76 INFORMATION AND COMMUNICATION TECHNOLOGY ACCESSIBILITY

(FEB 2023)

C.6 VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020)

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR ATTACHMENTS

SECTION E - SOLICITATION PROVISIONS

E.1 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB 1998)

E.2 52.209-5 CERTIFICATION REGARDING RESPONSIBILITY MATTERS (AUG 2020)

E.3 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (OCT 2018)

E.4 52.216-1 TYPE OF CONTRACT (NOV 2025) (DEVIATION)

E.5 52.233-2 SERVICE OF PROTEST (SEP 2006)

E.6 VAAR 852.252-70 SOLICITATION PROVISIONS OR CLAUSES INCORPORATED BY

REFERENCE (JAN 2008)

E.7 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS—COMMERCIAL ITEMS

E.8 52.212-2 EVALUATION-COMMERCIAL ITEMS (MODIFIED)

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 REQUIREMENT BACKGROUND

This is a solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice.

Solicitation Number 36C10B26Q0192 is issued as a Request for Quotation (RFQ) for Care Transitions Portal software and maintenance. This action is sole-sourced to Engineered Care Inc. under NAICS code 513210. The size standard for NAICS 513210 is $47M. Specific requirements are listed in the Product Description (see section B.6).

All quotes shall contain the minimum information required under FAR 52.212-1, Instructions to Offerors, Commercial Items to include its associated addendum (see E.7). All proposals received in response to this solicitation will be evaluated in accordance with the section of this document titled, “52.212-2 Evaluation- Commercial Items (Modified)” (see E.8). Your proposal, in accordance with FAR 52.212-3 Offeror Representations and Certifications, Commercial Items, shall list your UEI, CAGE code, Company name, Point of Contact, and phone number.

B.2 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: Engineered Care Inc.

44 Montgomery St. STE 3500

San Francisco, CA 94104

b. GOVERNMENT: Contracting Officer 36C10B

Department of Veterans Affairs

Technology Acquisition Center

23 Christopher Way

Eatontown NJ 07724

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer—System For Award Management, or [] 52.232-36, Payment by Third Party

3. INVOICES: Invoices shall be submitted in arrears:

a. Quarterly []

b. Semi-Annually []

c. Other [X] In accordance with B.5 Price Schedule

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

AMENDMENT NO DATE

B.3 GOVERNING LAW CLAUSE

Federal law and regulations, including the Federal Acquisition Regulations (FAR), shall govern this Contract/Order.

Commercial license agreements may be made a part of this Contract/Order but only if both parties expressly make them an addendum hereto. If the commercial license agreement is not made an addendum, it shall not apply, govern, be a part of or have any effect whatsoever on the Contract/Order; this includes, but is not limited to, any agreement embedded in the computer software (clickwrap), any agreement that is otherwise delivered with or provided to the Government with the commercial computer software or documentation (shrinkwrap), or any other license agreement otherwise referred to in any document. If a commercial license agreement is made an addendum, only those provisions addressing data rights regarding the Government’s use, duplication and disclosure of data (e.g., restricted computer software) are included and made a part of this Contract/Order, and only to the extent that those provisions are not duplicative or inconsistent with Federal law, Federal regulation, the incorporated FAR clauses and the provisions of this Contract/Order; those provisions in the commercial license agreement that do not address data rights regarding the Government’s use, duplication and disclosure of data shall not be included or made a part of the Contract/Order. Federal law and regulation including, without limitation, the Contract Disputes Act (41 U.S.C. § 7101 et seq.), the Anti-Deficiency Act (31 U.S.C. § 1341 et seq.), the Competition in Contracting Act (41 U.S.C. § 3301 et seq.), the Prompt Payment Act (31 U.S.C. § 3901 et seq.), Contracts for Data Processing or Maintenance (38 USC § 5725), Source Code Harmonization and Reuse in Information Technology Act “SHARE IT Act” (P.L. 118- 187), and FAR clauses 52.212-4, 52.227-14 shall supersede, control, and render ineffective any inconsistent, conflicting, or duplicative provision in any commercial license agreement. In the event of conflict between this clause and any provision in the Contract/Order or the commercial license agreement or elsewhere, the terms of this clause shall prevail. The Contractor shall deliver to the Government all data first produced under this Contract/Order with unlimited rights as defined by FAR 52.227-14, this includes any custom code developed for the purpose of performing under this contract. Claims of patent or copyright infringement brought against the Government as a party shall be defended by the U.S. Department of Justice (DOJ) in accordance with 28 U.S.C. § 516; at the discretion of DOJ, the Contractor may be allowed reasonable participation in the defense of the litigation. Any additional changes to the Contract/Order must be made by modification (Standard Form 30) and shall only be made by a warranted Contracting Officer. Nothing in this Contract/Order or any commercial license agreement shall be construed as a waiver of sovereign immunity.

B.4 SOFTWARE LICENSE, MAINTENANCE AND TECHNICAL SUPPORT:

(1). Definitions.

a) Licensee. The term “licensee” shall mean the U.S. Department of Veterans Affairs

(“VA”) and is synonymous with “Government.”

b) Licensor. The term “licensor” shall mean the Contractor having the necessary license or ownership rights to deliver license, software maintenance and support of the computer software being acquired. The term “Contractor” is the party identified in Block 17a on the SF1449. If the Contractor is a reseller and not the Licensor, the Contractor remains responsible for performance under this Contract/Order.

c) Software. The term “software” shall mean the licensed computer software product(s) cited in the Schedule of Supplies/Services.

d) Maintenance. The term “maintenance” is the process of enhancing and optimizing software, as well as remedying defects. It shall include all new fixes, patches, releases, updates, versions and upgrades, as further defined below.

e) Technical Support. The term “technical support” refers to the range of services providing assistance for the software via the telephone, email, a website or otherwise.

f) Release or Update. The term “release” or “update” are terms that refer to a revision of software that contains defect corrections, minor enhancements, or improvements of the software’s functionality. This is usually designated by a change in the number to the right of the decimal point (e.g., from Version 5.3 to 5.4). An example of an update is the addition of new hardware.

g) Version or Upgrade. The term “version” or “upgrade” are terms that refer to a revision of software that contains new or improved functionality. This is usually designated by a change in the number to the left of the decimal point (e.g., from Version 5.4 to 6).

(2). Software License.

a) Unless otherwise stated in the Schedule of Supplies/Services, the Performance Work Statement, or Product Description, the software license provided to the Government is a perpetual, nonexclusive license to use the software.

b) The Government may use the software in a networked environment.

c) All limitations of software usage are expressly stated in the Schedule of

Supplies/Services and the Performance Work Statement/Product Description.

d) The commercial computer software delivered under this contract may not be used, reproduced, or disclosed by the Government except as provided below or as expressly stated otherwise in this contract. The commercial computer software may be-

i. Used or copied for use with the computer(s) for which it was acquired, including use at any Government installation or agency to which the computer(s) may be transferred;

ii. Used or copied for use with a backup computer if any computer for which it was acquired is inoperative;

iii. Reproduced for safekeeping (archives) or backup purposes;

iv. Modified, adapted, or combined with other computer software;

v. Disclosed to and reproduced for use by support service Contractors or their subcontractors, subject to the same restrictions set forth in this contract; and

vi. Used or copied for use with a replacement computer.

e) Unauthorized Obligations.

i. Except as stated in paragraph (ii), when any supply or service acquired under this contract is subject to any commercial supplier agreement (as defined in 502.101) that includes any language, provision, or clause requiring the Government to pay any future fees, penalties, interest, legal costs or to indemnify the Contractor or any person or entity for damages, costs, fees, or any other loss or liability that would create an Anti- Deficiency Act violation ( 31 U.S.C. 1341), the following shall govern:

1) Any such language, provision, or clause is unenforceable against the Government.

2) Neither the Government nor any Government authorized end user shall be deemed to have agreed to such clause by virtue of it appearing in the commercial supplier agreement. If the commercial supplier agreement is invoked through an “I agree” click box or other comparable mechanism (e.g., “click-wrap” or “browse-wrap” agreements), execution does not bind the Government or any Government authorized end user to such clause.

3) Any such language, provision, or clause is deemed to be stricken from the commercial supplier agreement.

ii. Paragraph (u)(1) of this clause does not apply to indemnification or any other payment by the Government that is expressly authorized by statute and specifically authorized under applicable agency regulations and procedures.

f) Commercial supplier agreements unenforceable clauses.

i. This agreement is a part of a contract between the commercial supplier and the U.S. Government for the acquisition of the supply or service that https://www.acquisition.gov/gsam/part-502#GSAM_502_101 http://uscode.house.gov/browse.xhtml;jsessionid=114A3287C7B3359E597506A31FC855B3 necessitates a license or other similar legal instrument (including all contracts, task orders, and delivery orders under FAR 12).

ii. End user. This agreement shall bind the ordering activity as end user but shall not operate to bind a Government employee or person acting on behalf of the Government in his or her personal capacity.

iii. Law and disputes. This agreement is governed by Federal law. Any language purporting to subject the U.S. Government to the laws of a U.S.

state, U.S. territory, district, or municipality, or a foreign nation, except where Federal law expressly provides for the application of such laws, is hereby deleted.

1) Any language requiring dispute resolution in a specific forum or venue that is different from that prescribed by applicable Federal law is hereby deleted. Any dispute regarding the license grant or usage limitations shall be resolved in accordance with the Disputes Clause incorporated in FAR 52.212-4(d).

2) Any language prescribing a different time period for bringing an action than that prescribed by applicable Federal law in relation to a dispute is hereby deleted.

3) Continued performance. The supplier or licensor shall not unilaterally revoke, terminate or suspend any rights granted to the Government except as allowed by this contract. If the supplier or licensor believes the ordering activity to be in breach of the agreement, it shall pursue its rights under the Contract Disputes Act or other applicable Federal statute while continuing.

4) Arbitration; equitable or injunctive relief. In the event of a claim or dispute arising under or relating to this agreement, a binding arbitration shall not be used unless specifically authorized by agency guidance, and equitable or injunctive relief, including the award of attorney fees, costs or interest, may be awarded against the U.S. Government only when explicitly provided by statute (e.g., Prompt Payment Act or Equal Access to Justice Act).

iv. Updating terms. After award, the contractor may unilaterally revise commercial supplier agreement terms if they are not material. A material change is defined as:

1) Terms that change Government rights or obligations;

2) Terms that increase Government prices;

3) Terms that decrease overall level of service; or

4) Terms that limit any other Government right addressed elsewhere in this contract.

5) For revisions that will materially change the terms of the contract, the revised commercial supplier agreement must be incorporated into the contract using a bilateral modification.

6) Any agreement license terms or conditions unilaterally revised subsequent to award that are inconsistent with any material term or provision of this contract shall not be enforceable against the Government, and the Government shall not be deemed to have consented to them.

v. No automatic renewals. If any license or service tied to periodic payment is provided under this agreement (e.g., annual software maintenance or annual lease term), such license or service shall not renew automatically upon expiration of its current term without prior express consent by an authorized Government representative.

vi. Indemnification. Any clause of this agreement requiring the commercial supplier or licensor to defend or indemnify the end user is hereby amended to provide that the U.S. Department of Justice has the sole right to represent the United States in any such action, in accordance with 28 U.S.C. 516.

http://uscode.house.gov/browse.xhtml;jsessionid=114A3287C7B3359E597506A31FC855B3

vii. Audits. Any clause of this agreement permitting the commercial supplier or licensor to audit the end user's compliance with this agreement is hereby amended as follows:

1) Discrepancies found in an audit may result in a charge by the commercial supplier or licensor to the ordering activity. Any resulting invoice must comply with the proper invoicing requirements specified in the underlying Government contract or order.

2) This charge, if disputed by the ordering activity, will be resolved in accordance with FAR 52.212-4(d); no payment obligation shall arise on the part of the ordering activity until the conclusion of the dispute process.

3) Any audit requested by the contractor will be performed at the contractor's expense, without reimbursement by the Government.

(3). Software Maintenance and/or Technical Support.

a) If the Government desires to continue software maintenance and support beyond the period of performance identified in this Contract/Order, the Government will issue a separate contract or order for maintenance and support. Conversely, if a contract or order for continuing software maintenance and technical support is not received, the Contractor is neither authorized nor permitted to renew any of the previously furnished services.

b) The Contractor shall provide software support services, which includes periodic updates, enhancements and corrections to the software, and reasonable technical support, all of which are customarily provided by the Contractor to its commercial customers to cause the software to perform according to its specifications, documentation or demonstrated claims.

c) Any telephone support provided by Contractor shall be at no additional cost.

d) The Contractor shall provide all maintenance services in a timely manner in accordance with the Contractor’s customary practice or as defined in the Performance Work Statement or Product Description. However, prolonged delay (exceeding two business days) in resolving software problems will be noted in the Government’s various past performance records on the Contractor (e.g., www.cpars.gov).

e) If the Government allows the maintenance and support to lapse and subsequently wishes to reinstate it, any reinstatement fee charged shall not exceed the amounts that would have been charged if the Government had not allowed the subscription to lapse.

(4). Disabling Software Code.

The Government requires delivery of computer software that does not contain any code that will, upon the occurrence or the nonoccurrence of any event, disable the software. Such code includes but is not limited to a computer virus, restrictive key, node lock, time-out, or other function, whether implemented by electronic, mechanical, or other means, which limits or hinders the use or access to any computer software based on residency on a specific hardware configuration, frequency of duration of use, or other limiting criteria. If any such disabling code is present, the Contractor agrees to indemnify the Government for all damages suffered as a result of a disabling caused by such code, and the contractor agrees to remove such code upon the Government’s request at no extra cost to the Government. Inability of the Contractor to remove the disabling software code will be considered an inexcusable delay and a material breach of contract, and the Government may exercise its right to terminate for cause. In addition, the Government is permitted to remove the code as it deems appropriate and charge the Contractor for consideration for the time and effort expended in removing the code.

(5). Manuals and Publications.

Upon Government request, the Contractor shall furnish the most current version of the user manual and publications for all products/services provided under this Contract/Order at no cost.

https://www.acquisition.gov/gsam/part-552#GSAM_552_212_4 http://www.cpars.gov/

B.5 PRICE SCHEDULE

BASIC PERIOD:

Delivery: Within 30 days After Date of Contract

Maintenance Period of Performance: Date of Award – 12 months

CLIN Description Qty U/I Unit Price Total Price

0001 Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA

Salem VAMC, Salem, VA

Salisbury VAMC, Salisbury, NC

Inclusive of 12 month maintenance:

Date of Award – 12 months

6 EA $ $

TOTAL PRICE $

OPTION PERIOD 1:

This option period may be exercised in accordance with Federal Acquisition Regulations (FAR) 52.217-7, Option for Increased Quantity-Separately Priced Line Item. Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence at the end of the previous period.

Maintenance Period of Performance: Date of Option Period 1 Exercise – 12 months

CLIN

Description Qty U/I Unit Price Total Price

1001 Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA

Salem VAMC, Salem, VA

Salisbury VAMC, Salisbury, NC

6 EA $ $

Inclusive of 12 month maintenance:

Date of Award/CLIN exercise – 12 months

OP1 TOTAL PRICE $

OPTION PERIOD 2:

This option period may be exercised in accordance with Federal Acquisition Regulations (FAR) 52.217-7, Option for Increased Quantity-Separately Priced Line Item. Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence at the end of the previous period.

Maintenance Period of Performance: Date of Option Period 2 Exercise – 12 months

CLIN

Description Qty U/I Unit Price Total Price

2001 Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA

Salem VAMC, Salem, VA

Salisbury VAMC, Salisbury, NC

Inclusive of 12 months of maintenance: Date of Award/CLIN exercise – 12 months

6 EA $ $

OP2 TOTAL PRICE $

DELIVERY ORDER TOTAL PRICE $

Any resulting contract will be awarded on a firm-fixed-price basis as defined by Federal Acquisition Regulation Subpart 16.202. Accordingly, the Offeror shall ensure that any and all costs associated with the Offeror’s proposed application(s), software products, software solution, and/or system, shall be included in the Offeror’s proposed firm-fixed price, and shall serve as the Offeror’s firm-fixed price for the life of any resulting contract. No additional costs or fees relative to the Offeror’s proposed application(s), software products, software solution, and/or system including, but not limited to, licensing costs and any associated licensing maintenance required for the development, delivery, integration, operation, and/or maintenance of the Offeror’s proposed solution will be allowed, accepted, and/or paid by the Government.

B.6 PRODUCT DESCRIPTION

PRODUCT DESCRIPTION (PD) TEMPLATE

DEPARTMENT OF VETERANS AFFAIRS

Office of Information and Technology Mid-Atlantic Health Care Network (VISN 6)

Engineered Care VISN 6

Date: 1/21/2026

VA-26-00040257

PD Version Number: 1.0

The Medical, Administrative, and Leadership teams at 6 of the Veterans Administration Medical Centers (VAMCs) within the Mid-Atlantic Health Care Network (VISN 6), which is part of the Veterans Health Administration (VHA) and the Department of Veterans Affairs (VA) have a requirement for a license to use the Care Transitions Portal software, which will be used to create the After Hospital Care Plan. The After Hospital Care Plan is a booklet containing all of the relevant information and instructions for patients discharged from an inpatient hospital setting.

The information is presented in an easy to read, patient friendly format, written at a literacy level appropriate for the Veteran population. Information contained includes the current medication regimen, diagnoses, provider/team contact information, and follow up appointment information. This tool will make a meaningful impact on the patient’s understanding of his/her diagnoses and next steps in care, resulting in increased patient satisfaction. In addition, this booklet allows a more streamlined discharge process since it pulls information from multiple components of the VA’s Electronic Health Record, “Computerized Patient Record System,” (CPRS), reducing the number of people who must manually extract this information, thus also reducing the chance for human error.

Finally, helping patients remain healthy post-discharge will reduce unplanned readmissions.

The Contractor shall provide license for users at 6 of the VAMCs in VISN 6 to use the Care Transition Portal, including a VistA-Integrated Care Transitions Portal user interface to create and print an After Hospital Care Plan for every veteran discharge and other associated documents from 6 of the sites in VISN 6. This shall include installation, integration, customization of the After Hospital Care Plan software configuration, testing, and deployment, as well as other professional services (as necessary), and training of VISN 6 users. The software shall be housed on a VA server. The period of performance shall be a 12-month base period with two (2) 12-month Option Periods for use of the licenses.

Base Period

Contracting Line Item Number (CLIN) Manufacturing. Part # Description Qty

License to use Care Transitions Portal software

Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA Salem VAMC, Salem, VA

Salisbury VAMC, Salisbury, NC 6

Option Period 1

(CLIN) Manufacturing. Part # Description Qty

License to use Care Transitions Portal software

Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA

Option Period 2

(CLIN) Manufacturing. Part # Description Qty

License to use Care Transitions Portal software

Software and maintenance support license for customer sites:

Durham VAMC, Durham, NC

Fayetteville VAMC, Fayetteville, NC

Hampton VAMC, Hampton, VA

Richmond VAMC, Richmond, VA

The following shall be part of the implementation solutions:

Creation of After Hospital Care Plan with health literacy appropriate patient discharge instructions for patients;

Report functionality to enable continual quality improvement and performance tracking;

Administrative interface to perform user management, application configuration and auditing;

Integrate the AHCP software with the hospital based VISTA software used for evidence-based, VISTA-

Integrated Discharge Instructions. Replaces a site`s existing CPRS discharge note with a patient-friendly discharge instruction booklet that:

a. Has been shown to reduce unnecessary readmissions,

b. Is customized for the VA environment to help educate veterans about their care and additional VA programs,

c. Improves the discharge process at a VA site while providing leadership opportunities for clinical staff. A new software that will interface with Computerized Patients Record System (CPRS) to improve the discharge process. It allows the care givers to have one source to print Care Plans, the patients schedule appointments, etc. End-users will access via CPRS Tools. Grants a license for Customer and its Users to use the Product, during the Term.

Allows care givers to have one source to print Care Plans, the patients schedule appointment, ECT, through access via CPRS Tools.

Clear discharge instructions compiled in a booklet to keep instructions in one place and be easier for veteran patients to review and understand and follow their Care Plans, in one easy booklet.

Technology that is stable integrated application intended to improve the patient discharge process by providing education regarding patient diagnosis, documentation follow-up appointment and discharge services, confirms the medication plan, reviews steps on what to do if a problem arises, assesses the patient’s understanding of the plan, gives the patient a written discharge plan to take home review and follow.

VISN 06 Facility Name Address

Durham HCS Durham Campus 508 Fulton St. Durham, NC 27705

Fayetteville HCS Fayetteville VAMC 2300 Ramsey St, Fayetteville, NC 28301

Hampton HCS Hampton VAMC 100 Emancipation Dr, Hampton, VA 23667

Richmond HCS Richmond VAMC 1201 Broad Rock Blvd, Richmond, VA 23249

Salem HCS Salem VAMC 1970 Roanoke Blvd, Salem, VA 24153

Salisbury HCS Salisbury VAMC 1601 Brenner Ave, Salisbury, NC 28144

Table 1 - VISN 06 Facilities/Locations for the Care Transitions Software Portal and Maintenance Support

1.1 SERVICE LEVEL AGREEMENT (SLA) REQUIREMENTS

The following table contains the SLA requirements for this effort.

Table 2: Service Level Agreement (SLA) Requirements

SLA

Metric Name

Required Service

Desired Outcomes

Performance Measure Definition / Standard

Minimum Acceptable Performance Level

(MAPL)

Evaluatio n

Frequenc y

Surveillanc e Method

Uptime Metric

Uptime

Ensure availability of cloud hosted environments

The Contractor shall provide consistent availability (e.g. uptime) of cloud hosted environments. The unscheduled downtime of any Contractor supplied and managed service or component will count against availability. Service Availability is defined as all services and applications in the VA

Uptime Requirement is 99.5%

Monthly

98% Inspection of Performance Metrics

SLA

Metric Name

Required Service

Desired Outcomes

Performance Measure Definition / Standard

Minimum Acceptable Performance Level

(MAPL)

Evaluatio n

Frequenc y

Surveillanc e Method cloud environments are available, whether it is during abnormal system operation or software upgrade regardless of hardware, software or user fault.

Maintenan ce Window

Scheduled Maintenance Window

The Contractor's notification of scheduled maintenance to the Government

The Contractor shall notify the COR 48 hours prior to performance of any scheduled maintenance.

Calculation of Service Unavailability shall not include any time the Service is unavailable due to scheduled maintenance.

Contractor shall notify the Government at least 48 hours prior to scheduled maintenance. Maintena nce window shall not exceed the 4-hour period between Midnight and 4 am EST and is not to exceed once per week. If the maintenance conflicts with other program requirements the work will be scheduled at the next agreed upon date.

Report for each event

Periodic Inspection of Maintenanc e Window Notification s.

Recovery Point Objective

(RPO)

Availability, Backup, Recovery and Monitoring

Provide a secure backup, recovery and network solution to facilitate the RPO at AlI

SITES.

Recovery Point Objective (RPO)

For the RPO, the Contractor shall ensure that no more than 1% of data is lost as a result of initiating the recovery process.

Monthly

Monthly Backup and Recovery logs\Backup Performance Metrics as part of the Help Desk Report

Secure Connection Availabilit y

Infrastructur e Network Availability and Monitoring

The Contractor shall provide and monitor availability of the network connections through the VA Trusted Internet Connection (TI C)

Secure Site to Site network connection through TIC is defined as the encrypted link between VA's boundary controller and the Contractor's boundary controller. The Contractor is required to maintain the encrypted link on the Contractor-

Ensure the Contractor-managed end of the connection is available 99.5% of the time.

Monthly

98% Inspection of Performance Metrics as part of the Help Desk Report

Metric Name

Required Service

Desired Outcomes

Performance Measure Definition / Standard

Minimum Acceptable Performance Level

(MAPL)

Evaluatio n

Frequenc y

Surveillanc e Method managed end of the connection.

Support Response Time

Support Response

The response time of the Contractor to Government requests

Response/Acknowledgm ent time begins when monitoring alerts are discovered and validated or when the Contractor receives a support request from VA.

Severity Level 1 - Critical Impact notification received from VA by phone or email Severity Level 2 - Major Impact notification received from VA by phone or email Severity Level 3 - Minor Impact notification varies - either by phone, e-mail or ticket submission

Severity Level 4 – Proposed enhancements or usage questions.

Notification varies -either by phone, e-mail or

Support Response Times:

Severity Level 1 - Critical Impact: within 4-6 hours Severity Level 2 - Major Impact: within 4- 6 hours Severity Level 3 - Minor Impact: within 24 hours

Severity Level 4 – Enhancement or usage questions: within 48 hours

Monthly

Periodic Inspection of Help Desk Ticket resolution times for Restorations , as part of the Help Desk Report

Incident Reporting

Incident Reporting for Disaster Recovery and Continuous Monitoring

Contractor incident reporting to VA that provides VA with visibility into the monitoring and operational status of resources

In the event of a service disruption, the Contract shall provide Root Cause Analysis Reports in the Contractor’s report formats.

Root Cause Analysis (RCA) Reports Monthly

Periodic Inspection of Service Disruptions in the Monthly Help Desk Usage reports compared to submission times of After Action Report and Root Cause

Metric Name

Required Service

Desired Outcomes

Performance Measure Definition / Standard

Minimum Acceptable Performance Level

(MAPL)

Evaluatio n

Frequenc y

Surveillanc e Method

Analysis reports, as part of the Help Desk Report

Tier 1, 2, and 3 Support

Help Desk

The Contractor will have the ability to provide expert level troubleshooting and analysis to assist users with the research and solution configuration for new or unknown issues.

The Contractor shall provide Tier 1, Tier 2 and 3 support using the Contractor’s existing help desk capability

Dedicated Tier 1, Tier 2 and 3 support as required by events/issues in accordance with Table 1

As events occur

Periodic Inspection of Help Desk Ticket resolution times for Problems.

Periodic Inspection of Customer Satisfaction survey data Monthly Performance Reports, as part of the Help Desk Report

Help Desk Ticketing, Incident and Outage Reporting

Help Desk Reporting

The Contractor will provide ticketing related data to the Government

The Contractor shall provide Monthly Ticketing Data Reports in the Contractor format.

Provide ticketing related data

Ticketing reports – monthly Incident and outage reporting

– as event occurs

Monthly Inspection of Help Desk Ticket resolution times for Problems.

Monthly inspection of Ticketing, incident and outage reporting for problems.

Monthly Performance Reports, as part of the

Deliverables:

A. Root Cause Analysis Report B. Incident Response Test Report

1.2 PROJECT MANAGEMENT

1.2.1 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 this TO effort. 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 how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the Product Description document. The Contractor shall update and maintain the VA Program Manager (PgM) approved CPMP throughout the PoP.

Deliverable:

A. Contractor Project Management Plan

1.3 KICK-OFF MEETING

A technical kickoff meeting shall be held within 10 calendar days after contract award. The Contractor shall coordinate the date, time, and location (can be virtual) with the Contracting Officer (CO), as the Post-Award Conference Chairperson, the VISN 6 PM, as well as the Co-Chairperson, the Contract Specialist (CS), and the COR.

The Contractor shall provide a draft agenda to the CO and VA PM at least five (5) calendar days prior to the meeting. Upon Government approval of a final agenda, the Contractor shall distribute to all meeting attendees.

During the kickoff-meeting, the Contractor shall present, for review and approval by the Government, the details of the proposed approach, work plan, and project schedule for the effort via a Microsoft Office PowerPoint presentation. At the conclusion of the meeting, the Contractor shall update the presentation with a final slide entitled “Summary Report” which shall include notes on any major issues, agreements, or disagreements discussed during the kickoff meeting and the following statement “As the Post-Award Conference Chairperson, I have reviewed the entirety of this presentation and assert that it is an accurate representation and summary of the discussions held during the Technical Kickoff Meeting for the Care Transitions Software and Maintenance Support application meeting. The Contractor shall submit the final updated presentation to the CO for review and signature within three calendar days after the meeting. The Contractor shall also work with the CS, the Government’s designated note taker, to prepare and distribute the meeting minutes of the kickoff meeting to the CO, COR and all attendees within three calendar days after the meeting. The Contractor shall obtain concurrence from the CS on the content of the meeting minutes prior to distribution of the document.

Deliverable:

SLA

Metric Name

Required Service

Desired Outcomes

Performance Measure Definition / Standard

Minimum Acceptable Performance Level

(MAPL)

Evaluatio n

Frequenc y

Surveillanc e Method

Post Production Catalog Data Updates

Ingestion and Normalizati on and Output to the SCMC Updated Data

Updated SCMC Catalog

Availability of updated data in Dashboard, SCMC, and user.

48 hours Monthly

Monthly Performance Reports, as part of the

A. Kickoff meeting agenda B. Kickoff meeting minutes

1.4 HOSTED ENVIRONMENT HELP DESK SUPPORT

The Contractor shall provide Tier 3 Help Desk support meeting the requirements listed below for all the Care Transition application. Tier 3 support is defined as expert level troubleshooting and analysis methods. The Tier 3 Help Desk shall include:

a. Providing technical assistance to authorized users.

b. Authenticating a User through questions/challenges in the user profile before giving access; providing information; or making changes to the system.

c. Maintaining a ticket tracking system.

d. Managing and tracking all environment outages.

e. Managing Help Desk request fulfillment, access management, and planned and preventive maintenance.

f. Providing input and technical support to VA help/service desks on all layers until resolution.

g. Providing problem management tracking for three severity (SEV) levels of problem requests and timely resolutions for infrastructure problems in accordance with the SLA:

A. A SEV 1 Incident shall be defined as an error that renders inoperative any part or the entirety of the Software, or that causes the software to fail catastrophically.

B. A SEV 2 Incident shall be defined as an error that significantly degrades performance of the Software or restricts the use of the software.

C. A SEV 3 Incident shall be defined as having only minor impact on the usage of the software.

D. A SEV 4 Incident shall be defined as a proposed enactment or usage question.

h. Notifying the VA Project Manager (PM) of scheduled maintenance windows per the SLA.

i. Coordinating with VA for network outage, reconfiguration, and network troubleshooting issues.

j. The Contractor shall provide a detailed helpdesk support plan that includes metrics of tracking issues for severity levels 1-3, and standard operating procedures for the support provided in 1.6 (a-g)

Deliverables:

Help Desk Support Plan

1.5 TECHNICAL SUPPORT

The Contractor shall provide technical support for the Care Transition software related to operation and configuration. The Contractor shall provide 24x7x365 technical support through a toll-free contact number or email for Severity Level 1 Errors. Technical support for Severity Level 2 Errors will be provided in 4-6 hours, for Level 3 Errors within 24 hours, and for Severity Level 4 hours within 48 hours.

The Contractor shall provide technical support for all Care Transition software including any manufacturer-sponsored modification or revisions. The support provided shall consist of correction of errors, provision of manufacturer-sponsored modifications, improvements, and revisions. The Contractor shall furnish Full Documentation for All Manufacture-Sponsored Software Changes/Modifications. The Contractor shall furnish the most current electronic version of Manufacturer-Supplied User Manuals, when available. All efforts performed on this subtask including trouble tickets shall be reported in the Monthly Progress Report.

A. Full Documentation for All Manufacturer—Sponsored Software Changes/Modifications – due within seven days after completion or modification changes

B. Manufacturer-Supplied User Manuals – due 30 days after task order award and due seven days following any updates

1.6 MAINTENANCE

The Contractor shall maintain the Care Transition and updates criteria.

The Contractor shall identify issues, troubleshoot anomalies, and provide maintenance for the content distribution and digital signage. The Contractor shall provide a 24x7x365 toll-free contact number for maintenance. The Contractor shall provide 24x7x365 technical support through a toll-free contact number or email for Severity Level 1 Errors. Technical support for Severity Level 2 Errors will be provided in 4-6 hours, for Level 3 Errors within 24 hors, and for Severity Level 4 hours within 48 hours. When required, the Contractor shall initiate on-site corrective action within 24 hours. Once repairs are initiated, the Contractor shall continue until the work is completed. The Contractor shall troubleshoot the content distribution and digital signage hardware and software to determine the best method of repair. The Contractor shall notify the COR of identified defect/failure and continue corrective measures until the problem is resolved. The Contractor shall provide functionally comparable equipment when failed hardware needs to be replaced.

Routine scheduled maintenance shall be scheduled during off peak hours after

9:00pm EST in patient care areas unless otherwise approved by the COR. Maintenance can be schedule anytime in non-patient areas. Holidays and weekends work must be scheduled with COR. The Contractor shall notify VA of routine maintenance seven (7) days prior to the event and shall indicate whether a scheduled event poses a risk of the service to be offline or which may degrade system performance. The Contractor shall provide and install manufacturer software/firmware upgrades within 60 days of manufacturer release. The Contractor shall notify the COR of all upgrades and receive approval prior to installation.

Any actions performed on this subtask shall be reported in the Monthly Progress Report, including any identified security issues, the number of service calls and the resolution of the calls, the amount of time taken to resolve the calls, user complaints and the Contractor action taken on those user complaints.

A. Monthly Progress Report

1.7 PERFORMANCE MONITORING

The successful vendor will provide periodic performance reporting during the course of AHCP software installation and deployment IAW SLA criteria. DURHAM HCS, FAYETTEVILLE HCS, HAMPTON HCS, RICHMOND HCS, SALEM HCS, SALISBURY HCS will have real-time access to the AHCP software during this time and may conduct periodic product sampling to verify compliance with requirements.

1.8 SECURITY REQUIREMENT

The Contractor shall provide continuous monitoring of all critical hosting resources including the computing environments. The Contractor shall monitor all such resources through automated tools to ensure availability and to guarantee that all systems are operating within the expected parameters as defined by the SLA (detailed in Section 1.2).

In the event of a service disruption, the Contractor shall notify the COR within fifteen (15) minutes of detecting the event. Tools employed in the monitoring of resources should have no less than five (5) minute resolution to ensure there is minimal time between event occurrence and detection. Such notifications shall be disseminated according to the severity and impact according to the Event Escalation Plan.

If an event (System Outage) occurs that impacts the availability of the environment, the Contractor shall provide an Event Update Report every hour until the issue is resolved. After the event, the Contractor shall provide an After- Action Report (AAR) with a detailed summary of the identified problem, chronology of events, impact analysis, remediation actions, total elapsed time, and lessons learned within three (3) business days after the conclusion of the event. The downtime and the impact to the SLA shall be included in the report. Within three (3) business days of resolution, the Contractor shall provide an initial Root Cause Analysis (RCA) outage report IAW Section 1.2. A final version shall be supplied within (5) business days of receiving Government’s feedback.

Software shall operate within the VA internal/intranet side of the web system (VAWW). VA sensitive information will reside within the vendor database.

C&A requirements do not apply, and a Security Accreditation Package is not required.

Uses an MDWS interface to VISTA and uses Remote Procedure Calls already defined in VISTA (RPC

Broker calls).

Software shall integrate with the CPRS Chart.

Use of this technology must comply with ESCCB requirements which include: Signed Interconnection

Agreements/Memorandum of Understanding agreements (MOU/ISA) with each external business partner.

Compliance with VA Handbook 6500, and must implement appropriate National Institute of Standards and Technology (NIST) Federal Information Processing Standards CFIP SL requirements for all devices interacting with this technology.

All instances of deployment using this technology will be reviewed by VA employee, the local ISO (Information Security Officer), to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards and an ISO Risk Based Decision (RBD) must be approved by the local ISO/CIO before it can be used in the VA Production Environment. In cases where the technology is used for external connections, a full Enterprise Security Change Control Board (ESCCB) review is required in accordance VA Directive 6004, VA Directive 65 17 and VA Directive 6513. The local ISO will advise on the ESCCB review process and ensure privacy of information compliance protections are in place.

A. Root cause Analysis B. After Action Report C. Security Logs (encrypted) D. Incident Report

1.9 TRAINING

The Contractor shall provide comprehensive training on the use of the AHCP software being purchased for all staff members that are to use this software. At a minimum, training shall include, but not be limited to technical and operational training. Instruction/user guides shall be provided for both training and technical and operational usage.

The training shall occur at the DURHAM HCS, FAYETTEVILLE HCS, HAMPTON HCS, RICHMOND HCS, SALEM HCS, SALISBURY HCS, via on-line, instructor driven classes during normal business hours, 8:00am- 4:30pm, Monday through Friday, excluding all Federal Holidays. Training date and time shall be prescheduled and preapproved by the contracting officer’s representative prior to initiation.

1.9.1 TRAINING AND TRAINING DOCUMENTS/MATERIALS

The Contractor shall provide two virtual, Instructor led training sessions (on TEAMs, Skype, or Webex) users at 6 of the VAMCs in VISN 6 to use the Care Transition Portal,on the operations and functionality of the software, including a troubleshooting section. The training shall also include procedures to submit Engineering transition and support plans to the VA. The Contractor shall deliver the PowerPoint training slide deck. The Contractor shall record the training session and provide a copy of the recorded training session playable on MS Windows10 environment or equivalent.