S02 Attachments D1-D.3.xlsx
XLSX spreadsheet 42 KB Posted
- Solicitation number
- 36C10A25R0002
About this file
This file is a comprehensive Functionality Checklist (Attachment D.1) for Solicitation 36C10A25R0002, detailing technical requirements for a modernized VA text messaging software application solution. The solicitation seeks a FedRAMP HIGH secure, encrypted mobile messaging platform for healthcare communication, specifically targeting replacement of physical pagers with a software application that supports role-based, secure messaging across VA medical centers. Key requirements include 99.95% service availability, HIPAA compliance, support for Government Furnished Equipment (GFE) and Bring Your Own Device (BYOD) environments, robust security features preventing data storage on devices, and comprehensive functionality supporting various clinical communication use cases.
The competitive acquisition is a 100% set-aside for Service-Disabled Veteran Owned Small Business (SDVOSB), with a Firm-Fixed Price contract award to the most beneficial proposal. The solution must enable secure, encrypted communication between clinical staff, supporting scenarios like peer-to-peer messaging, group communications, on-call role assignments, message escalation, and communication across different medical specialties and roles. Technical requirements mandate features such as message tracking, priority settings, authentication, multi-tenant architecture, and 24/7/365 technical support, with strict performance metrics including a 4-hour restoration time and 100-millisecond messaging response time. Questions and clarifications are due by 7/11/2025 at 2:00 pm CST.
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Other files
| File | Type | Posted |
|---|---|---|
| S06 - 36C10A25R0002 0002 Attachments D1-D.3.xlsx | XLSX spreadsheet | |
| S06 - 36C10A25R0002 0002.pdf | ||
| S06 - 36C10A25R0002 0002 Amended RFP.pdf | ||
| 36C10A25R0002 A00001.pdf | ||
| 36C10A25R0002 Amended RFP.pdf | ||
| 36C10A25R0002 Published QA Responses.xlsx | XLSX spreadsheet | |
| S02 - 36C10A25R0002.pdf |
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D.1 Functionality Checklist
| 36C10A25R0002 | Attachment 1- Functionality Checklist |
| Instructions: |
Indicate if your commercial solution meets the following REQUIRED functionality by marking an “X” in the “Meets” or “Does Not Meet” column for each respective functionality.
PWS Reference Section Requirement Description Meets Requirement Does Not Meet Requirement
| B.4.5 | SPECIFIC TASKS AND DELIVERABLES | Meets Requirement | Does Not Meet Requirement |
| B.4.5 | The Contractor shall provide a non-physical pager, non-life safety text messaging software application solution that delivers a documented Federal Risk and Authorization Management Program (FedRAMP) HIGH secure, and encrypted alpha-numeric, and numeric communications. | ||
| B.4.5 | The Contractor shall document the mobile messaging software application meets current Federal Information Processing Standards (FIPS)-199 Security Characterization HIGH. |
| B.4.5 | The messaging software application solution shall not store or save any Government data on Government Furnished Equipment (GFE) mobile smartphones and tablets or Bring Your Own Device (BYOD) mobile smartphones and tablets. |
| B.4.5 | The Contractor shall enable the full capability and functionality of the solution with Government Furnished Equipment (GFE) smartphones and tablets as well as end user Bring Your Own Device (BYOD) non-GFE smartphones and tablets. |
| B.4.5 | The Contractor shall ensure the proposed messaging solution is designed to protect the confidentiality and integrity of all electronic Protected Health Information (PHI), Personally Identifiable information (PII), Sensitive Personal Information (SPI), and VA sensitive information, created, transmitted, received, and maintained/stored as alpha-numeric text messages. |
| B.4.5 | All messages shall be encrypted according the Federal and Agency standards for all data at rest, in use and in transit to include compliance with Federal Information Security Management Act (FISMA) and Federal Information Processing Standards (FIPS). |
| B.4.5 | The Contractor shall ensure no VA data, of any nature, is stored on the device. |
| B.4.5 | The Contractor shall ensure 100% separation of government/corporate and personal device data and information. |
| B.4.5.4 | GO-LIVE TASKS | Meets Requirement | Does Not Meet Requirement |
| The Contractor shall provide the following activities to achieve readiness for go-live and beyond: | |||
| B.4.5.4.2 | Develop and provide introductory and ongoing Go-Live communications, Bulletins, Notices as applicable. | ||
| B.4.5.4.3 | Prepare (author), update, provide, publish, and revise Knowledge Documents / yourIT Knowledge Base, your IT Service Portal, yourIT Technical Services Catalogue; end-user application provisioning and installation instructions; Instructions; How-Tos; frequently asked questions; end-user guides. | ||
| B.4.5.4.4 | Include details about transitioning/migrating to solution, provisioning, initial setup and installation, user training and instruction, end user technical support throughout the life of the contract, and post-implementation operations, maintenance, sustainment, and engineering (OMS&E). | ||
| B.4.5.4.5 | Document, coordinate, and resolve Troubleshooting, Incident, and Problem Ticket Reporting and Escalation. | ||
| B.4.5.4.6 | Coordinate mobile applications VA compliance approval (Privacy, Security, Section 508, Technical Reference Model (TRM), security updates, operating system updates, application version updates, etc). | ||
| B.4.5.4.7 | Provide checklist or guidance for Day 1 readiness for Production Go-Live/Deployment (Technical Checklist & Other Checklists necessary for go-live). | ||
| B.4.5.4.8 | Identify and track the countdown of activities and milestones to provide leadership with assessment of Day 1 Production Go-Live readiness and beyond. | ||
| B.4.5.4.9 | Scale up Contractor operations and activities to achieve Go-Live implementation, operations, maintenance, sustainment, and engineering (OMS&E) at more than one facility at the same time across the enterprise. | ||
| B.4.5.4.10 | The Contractor shall lead ongoing operations, maintenance and engineering (OM&E) and sustainment (OMS) activities to achieve all facility’s readiness for go-live and beyond. | ||
| B.4.5.4.11 | 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. |
| B.5.4.6 | CONTRACTOR MANAGEMENT PLAN (CMP) | Meets Requirement | Does Not Meet Requirement |
| B.4.5.6 | The Contractor shall develop, maintain, and execute an implementation Plan, that defines the implementation approach, processes, and activities (prior to, during, and after), test strategy, setup, and configuration procedure, inventory of IT assets, implementation checklist, risk assessment, key dependencies, and schedule. | ||
| B.4.5.6 | The Contractor shall develop and execute a Transition Plan, as part of the Implementation Plan, that defines the approach, and actions plans to prepare VA stakeholders to receive and operate the solution. This includes improving end user experience engagement, outreach, and communications. |
| B.4.5.10 | SAAS FEDRAMP REQUIREMENTS | Meets Requirement | Does Not Meet Requirement |
| B.4.5.10.1.1 | The information system solution shall comply with the Federal Information Security Management Act (FISMA). | ||
| B.4.5.10.1.2 | The Contractor shall comply with FedRAMP and VA requirements as mandated by Federal laws and policies, including making available any artifacts, documentation, physical access, and logical access needed to support this requirement | ||
| B.4.5.10.1.3 | The system must be FedRAMP Authorized at no less than the HIGH Impact Level. |
| B.4.6 & B.4.7 | AUTHORITY TO OPERATE (ATO) | Meets Requirement | Does Not Meet Requirement |
| B.4.6 | The Contractor shall develop necessary artifacts to obtain a VA authority to operate (ATO) for the solution (both cloud service provider SaaS platform and mobile text messaging software application) and complete VA Assessment and Authorization (A&A) process. | ||
| B.4.7 | The Contractor shall update and maintain the VA Assessment and Authorization (A&A) documentation as required to ensure continued compliance. |
B.4.8.2 MESSAGING SOFTWARE APPLICATION SOLUTION Meets Requirement Does Not Meet Requirement
| The contractor shall deliver the following legacy physical pager/beeper requirements | |||
| B.4.8.2 Table 1 | Messages are delivered timely within industry benchmarks | ||
| B.4.8.2 Table 1 | Application downtime is minimal within industry benchmarks | ||
| B.4.8.2 Table 1 | Ability to send messages to individual and group of people | ||
| B.4.8.2 Table 1 | Ability to send messages to a Role (I.e. Cardiology Fellow) | ||
| B.4.8.2 Table 1 Use Case A | |||
| B.4.8.2 Table 1 Use Case A | I need to send a message to a peer (Escalation and Role-Based one-to-one relationship). Examples include: | ||
| B.4.8.2 Table 1 Use Case A | ROLE-BASED COMMUNICATION, such as “Cardiology Fellow” or “Critical Care Attending” | ||
| B.4.8.2 Table 1 Use Case A | trainee clinician (physician, PA or NP) to reach my supervising clinician (Physician, PA or NP) to provide updates and ask questions about patients' care. | ||
| B.4.8.2 Table 1 Use Case A | bedside nurse to reach clinicians to ask routine order clarification questions. | ||
| B.4.8.2 Table 1 Use Case A | bedside nurse to summon a practitioner or security to the bedside. | ||
| B.4.8.2 Table 1 Use Case A | bedside nurse to reach pharmacist for assistance with medication questions. | ||
| B.4.8.2 Table 1 Use Case B | |||
| B.4.8.2 Table 1 Use Case B | I need to send a message to a group (Escalation and Role-Based one-to-many relationship). Examples include: | ||
| B.4.8.2 Table 1 Use Case B | bedside nurse to request or summon other support professionals to the bedside (respiratory therapy, facility maintenance for electrical/plumbing, radiology tech, biomedical engineering, etc). | ||
| B.4.8.2 Table 1 Use Case B | operating room nurse or surgical technician to reach sterile processing or supply technicians for missing instruments or unexpected needs during a surgical case. | ||
| B.4.8.2 Table 1 Use Case B | operating room circulating nurse to summon clinicians or groups to the operating room based on verbal requests of the surgeons & anesthesiologists. | ||
| B.4.8.2 Table 1Use Case C | |||
| B.4.8.2 Table 1Use Case C | Residents must not require the handing off of physical devices from trainee to trainee each week. | ||
| B.4.8.2 Table 1 Use Case D | |||
| B.4.8.2 Table 1 Use Case D | Surrogate or Coverage – need to be able to assign to someone else if someone is on leave or suddenly unable to cover calls. | ||
| B.4.8.2 Table 1 Use Case E | |||
| B.4.8.2 Table 1 Use Case E | Any clinical staff in a Medical Center needs to be able to be messaged. | ||
| B.4.8.2 Table 1 Use Case F | |||
| B.4.8.2 Table 1 Use Case F | A member of the clinical team must be able to receive messages if they part of a group or Code Alert. | ||
| B.4.8.2 Table 1 Use Case G | |||
| B.4.8.2 Table 1 Use Case G | As a trainee clinician (physician, PA or NP) I need to reach my supervising clinician (Physician, PA or NP) to provide updates and ask questions about patients' care. | ||
| B.4.8.2 Table 1 Use Case H | |||
| B.4.8.2 Table 1 Use Case H | As a bedside nurse, I need to reach clinicians to ask routine order clarification questions. | ||
| B.4.8.2 Table 1 Use Case I | |||
| B.4.8.2 Table 1 Use Case I | As a bedside nurse, I need to summon a licensed independent practitioner to the bedside. | ||
| B.4.8.2 Table 1 Use Case J | |||
| B.4.8.2 Table 1 Use Case J | As a bedside nurse, I need to summon security to the bedside. | ||
| B.4.8.2 Table 1 Use Case K | |||
| B.4.8.2 Table 1 Use Case K | As a bedside nurse, I need to summon other support professionals to the bedside (respiratory therapy, facility maintenance for electrical/plumbing emergencies, radiology tech, biomedical engineering, etc). | ||
| B.4.8.2 Table 1 Use Case L | |||
| B.4.8.2 Table 1 Use Case L | As a trainee or attending clinician I need to ask a pharmacist for help with routine medication questions. | ||
| B.4.8.2 Table 1 Use Case M | |||
| B.4.8.2 Table 1 Use Case M | As a nurse I need to reach pharmacy for missing medication doses. | ||
| B.4.8.2 Table 1 Use Case N | |||
| B.4.8.2 Table 1 Use Case N | As a nurse I need to discuss medication dosing, side effects and compatibilities with a pharmacist. | ||
| B.4.8.2 Table 1 Use Case O | |||
| B.4.8.2 Table 1 Use Case O | As an operating room nurse or surgical technician I need to reach sterile processing or supply technicians for missing instruments or unexpected needs during a surgical case. | ||
| B.4.8.2 Table 1 Use Case P | |||
| B.4.8.2 Table 1 Use Case P | As an operating room circulating nurse, I need to summon licensed independent clinicians and trainees to the OR based on verbal requests of the surgeons & anesthesiologists. | ||
| B.4.8.2 Table 1 Use Case Q | |||
| B.4.8.2 Table 1 Use Case Q | As a lab technician, pathologist, or radiologist I need to communicate results to the licensed independent clinicians who are responsible for the patient during off-hours even when I don't have a name of the person I need to contact. | ||
| B.4.8.2 Table 1 Use Case R | |||
| B.4.8.2 Table 1 Use Case R | As a licensed independent clinician, I need to contact the radiologist or lab technician to discuss orders or results for urgent diagnostics (even when I don't have a name of the person I need to contact or if they are working at another VAMC doing teleradiology). | ||
| B.4.8.2 Table 1 Use Case S | |||
| B.4.8.2 Table 1 Use Case S | As a licensed independent practitioner, I need to leave non-urgent messages for the nurse taking care of my patient to avoid interrupting the nurse with my non-urgent information/request. | ||
| B.4.8.2 | MESSAGING SOFTWARE APPLICATION SOLUTION | Meets Requirement | Does Not Meet Requirement |
| B.4.8.3 | The solution shall function on both GFE mobile devices and non-GFE owned mobile bring your own devices (BYOD) that are approved as compliant by VA. | ||
| B.4.8.3 | The solution shall on demand be able to have Government message data wiped remotely by a VA Administrator. | ||
| B.4.8.3 | The solution shall provide a web-based portal for administration activities such as activating and deactivating users, and performance report generation that provide GFE user list, BYOD users, usage capacity, help desk activities, and service capacity by type and user profile identifiers | ||
| B.4.8.3 | The Contractor provided software application messaging solution shall integrate fully with the capability and functionality of GFE and non-GFE smartphones and tablets cellular communication devices. | ||
| B.4.8.3 | |||
| B.4.8.3 | The Contractor provided software application messaging solution shall seamlessly transition VA legacy pagers/beepers into a modernized messaging mobile platform | ||
| B.4.8.4 | The BYOD functionality of the solution software shall be a secure architecture. |
B.4.8.4 The BYOD devices shall be provisioned with downloaded application that all communications and application data can be sanitized remotely if the device is lost, stolen, upgraded and or no longer in possession by the approved non-GFE BYOD user.
B.4.9 MESSAGING SOFTWARE APPLICATION PRIVACY AND SECURITY Meets Requirement Does Not Meet Requirement
| B.4.9.1 | The software application messaging solution shall partition on non-GFE BYOD the separation of 100% of all Government data and non-GFE BYOD data. |
| B.4.9.2 | The software application messaging solution shall ensure 100% privacy of non-GFE BYOD data. |
| B.4.9.2 | The software application messaging solution shall be capable of audit trails that journal and capture user activities with Government data. |
| B.4.9.2 | The Contractor shall provide a solution that supports transmitting text, images, pictures, and documents that protects Personally Identifiable information (PII), Protected Health Information (PHI), and Sensitive Personal Information (SPI), highlighting the use of the camera as a feature within the application solution (not external to the application). |
| B.4.9.1 | |
| B.4.9.2 | The solution shall prevent the Government from having access to the BYOD personal data and personal applications. |
| B.4.9.2 | The solution shall have device screen display personalized passcode login authentication. |
| B.4.10 | MESSAGING SOFTWARE APPLICATION FUNCTIONALITY | Meets Requirement | Does Not Meet Requirement |
| B.4.10 | The solution loading content shall respond between 1 to 10 seconds without user long loading time and lag that significantly detract from the user experience. | ||
| B.4.10 | The solution shall have the functionality that sends messages to an individual and or a group. | ||
| B.4.10 | The solution shall have the capability and functionality to track and confirm the status of messages by acknowledging received and read. | ||
| B.4.10 | The solution shall have the capability and functionality to create and define groups, create role base profiles, role base login designations, role base hierarchy, and role base availability customization parameters, for the transmission of messages. | ||
| B.4.10 | The vendor shall describe in detail the end-users enrollment/registration/login for the secure, encrypted, HIPAA-compliant use of the modernized messaging application as well as the enrollment/registration/login of GFE and BYOD smartphone devices to ensure non-enrolled personnel and non-enrolled devices do not have access to the solution. | ||
| B.4.10 | The SaaS solution shall provide the capability and functionality to administratively have messages escalation cascades rules, for individuals, roles, and groups, that set processing timings and workflows of messages based on the tag levels of priority, urgent and standard. | ||
| B.4.10 | The solution shall provide the capability and functionality to override application settings for priority and urgent message tag levels and deliver message on the devices as soon as they are received by the solution. | ||
| B.4.10 | |||
| B.4.10 | The solution shall provide Hotlinking functionality, that is capable of embedding phone numbers in a message for initiating a call from the mobile device. |
| B.4.11 | MESSAGING SOFTWARE APLICATION NOTIFICATIONS AND ALERTS | Meets Requirement | Does Not Meet Requirement |
| B.4.11 | Provide a solution that has customizable notifications and alerts functionality. | ||
| B.4.11 | The solution shall have the capability and functionality to reply, and receive secure HIPAA compliant peer to peer texting, and document transmissions. | ||
| B.4.11 | |||
| B.4.11 | The solution shall provide a near real-time notification/confirmation that messages are delivered, read, and received. |
| B.4.12 | MESSAGE SOFTWARE APPLICATION TRAINING | Meets Requirement | Does Not Meet Requirement |
| B.4.12 | The Contractor shall provide a solution training plan with multiple modes of delivery pre-deployment readiness for all end-user and support personnel training | ||
| B.4.12 | The training shall provide interactive step by step instructions, hands-on exercises on how to install and set up the application on both GFE devices and non-GFE BYOD devices that give the end-users opportunities to practice and reinforce their learnings. | ||
| B.4.12 | The training shall instruct users and support personnel on the user interface capabilities with any dashboard, application menus, toolbars, any needed initial configurations, and any other elements such as frequently asked questions knowledge repositories. | ||
| B.4.12 | The training shall cover the main functions and features of the application, while explaining how to use them by utilizing use case demonstrations. | ||
| B.4.12 | The training shall provide end-user and support personnel on how to utilize any customization capability of the solution to fit diverse workflows. | ||
| B.4.12 | |||
| B.4.12 | The training shall cover troubleshooting solutions of common problems and issues for both user and support personnel. | ||
| B.4.12 | Contractor shall provide self-paced on-demand online modules post deployment training for end-user and support personnel that covers all training areas. |
| B.4.14 | MESSAGING SOFTWARE APPLICATION FUNCTIONAL PERFORMANCE | Meets Requirement | Does Not Meet Requirement |
| B.4.14 | The Contractor shall provide a messaging software application that meet the following specified standard set of key performance indicators (KPIs) that the Government will use to evaluate and measure the solutions effectiveness: |
• CONUS Wi-Fi Offloading and Handoff Availability (Service) (Av(S)) 99.95%
• Time to Restore (TTR) 4 hours
• Response Time (Messaging) (RT) 100 milliseconds
| B.4.14 | The solution shall provide isolation of messaging to only authenticated users. |
| B.4.14 | The solution shall provide enhanced class internet protocol service for critical non-life safety messaging traffic. |
| B.4.14 | The SaaS solution shall provide the ability to select and provision services as needed; provide broad network access to mobile devices; be location independent for users throughout the Government’s enterprise; the ability to rapidly scale up or down based on user peak and off-peak demands. |
| B.4.14 | |
| B.4.14 | The solution shall be responsive with instantaneous interactions from button pressing and toggle settings. |
B.4.15 MESSAGING SOFTWARE APPLICATION CAPABILITIES AND EFFECTIVENESS Meets Requirement Does Not Meet Requirement
| B.4.15 | The Contractor shall provide a capabilities and effectiveness report of the Messaging Software Application solution using an appropriate diagram. |
| B.4.15.1 Use Case A | Send a message to a peer (Escalation and Role-Based one-to-one relationship). Examples include: |
| B.14.15.1.1 | Role Based Communication, such as “Cardiology Fellow” or “Critical Care Attending” |
| B.14.15.1.2 | Trainee clinician (physician, PA or NP) to reach my supervising clinician (Physician, PA or NP) to provide updates and ask questions about patients' care. |
| B.14.15.1.3 | Bedside nurse to reach clinicians to ask routine order clarification questions. |
| B.14.15.1.4 | Bedside nurse to summon a practitioner or security to the bedside. |
| B.14.15.1.5 | Bedside nurse to reach pharmacist for assistance with medication questions. |
| B.4.15.2 Use Case B | Send a message to a group (Escalation and Role-Based one-to-many relationship). Examples include: |
| B.14.15.2.1 | Bedside nurse to request or summon other support professionals to the bedside (respiratory therapy, facility maintenance for electrical/plumbing, radiology tech, biomedical engineering, etc). |
| B.14.15.2.2 | Operating room nurse or surgical technician to reach sterile processing or supply technicians for missing instruments or unexpected needs during a surgical case. |
| • Operating room circulating nurse to summon clinicians or groups to the operating room based on verbal requests of the surgeons & anesthesiologists. | |
| B.4.15.3 Use Case C | Contact a peer or group (Escalation and Role-Based) when I don't have a name of the person or group I need to contact/reach. Examples include: |
| B.14.15.3.1 | Directory function with messaging application – needs to have a strong search function to help nurses find providers |
| B.14.15.3.2 | Lab technician, pathologist, or radiologist communicate urgent results to the clinicians who is/are responsible for the patient during off-hours. |
| B.14.15.3.3 | Allied health professional to reach the nurse taking care of a patient to provide information or ask questions regarding a patient. |
| B.14.15.3.4 | Practitioner to reach other practitioners from different specialties to consult/ask for clinical advice. |
| B.14.15.3.5 | Nurse working in the call center need to provide a warm hand-off to a practitioner with details about a patient that has been advised to walk-in to their clinic or emergent department by reaching clinicians across multiple VAMCs and sometimes in other VISNs. |
| B.14.15.3 | Additionally, escalation of messages if the intended recipient does not read/acknowledge receipt of message. Unanswered message will automatically be escalated to a backup team member within defined/customizable timeframes. |
| B.4.5.4 Use Case D | Encounter inability to find on-call peers or groups (Escalation and Role-Based) due to outdated or missing on-call schedules. Potential solution discussion: Staff join (and leave) specific roles and are messaged based on their roles (of which they can have more than 1 simultaneously). For example, When Dr. Smith comes to work, she can manually join a role (such a “medicine admitting provider”). Then, when it’s time for someone to find whomever the doctor is that is admitting patients, there is no need to find a schedule or page a specific person, but instead they will always know to page “medicine admitting provider. |
| B.14.15.4.1 | Ability to create message templates for common activities to improve the quality of communication (i.e. code stroke, consults, abnormal labs) |
| B.14.15.4.2 | Integrated directory – ability to see the organization’s entire directory and search by role/title/service/department/patient assignment. Unified, single view of who is on-call with one-click communication. Messages can be sent based on a needed service (i.e. housekeeping, chaplain, respiratory therapy). |
| B.14.15.5 Use Case E | Surrogate or Coverage – Need to be able to assign to someone else if someone is on leave or suddenly unable to cover calls. |
| B.14.15.5.1 | Patient care roles (i.e. Cardiology Fellow) – ability to claim roles by the end-user via the mobile application. Ability to determine which roles can be let empty, and which roles must have an always assigned staff member. |
| B.14.15.5.2 | Patient care roles (charge nurse, on-call physician specialties, care managers etc) and in-house ancillary services (respiratory therapy, janitorial, radiology technician, chaplain, etc) must be easily claimed or assigned. Text messages can be sent based on a needed service or name of staff member. |
| B.14.15.5.3 | End user (i.e. Cardiology Fellow) can place themselves on call or off call and complete this task within the mobile application, thus not have the task managed by a facility administrator/solution point of contact on a desktop version of the mobile application |
| B.14.15.6.1 Use Case F | Any clinical staff in a Medical Center needs to be able to reach out to other clinicians based on the following: |
| B.14.15.6.1.1 | name, |
| B.14.15.6.1.2 | role that they're fulfilling, |
| B.14.15.6.1.3 | team (or group) in which to coordinate, and that's usually in an emergency setting. |
| B.14.15.6.2.1 | Message escalation – escalation of messages if the intended recipient does not read/acknowledge receipt of message. Unanswered message will automatically be escalated to a backup team member within defined/customizable timeframes. |
| B.14.15.6.2.2 | Message tracking/auditing – ability to track the status of individual messages and whether the user has received or read them. |
| B.14.15.6.2.3 | Message priority – ability to mark messages as urgent/emergent with unique ringtones and delivery options. Priority rules to ensure they are read and responded to first (i.e. persistent alerts). |
| B.4.16 | MESSAGING SOFTWARE SaaS CLOUD INFRASTRUCTURE | Meets Requirement | Does Not Meet Requirement |
| B.4.16 | The Contractor shall control the solution’s underlying cloud infrastructure management. | ||
| B.4.16 | The SaaS solution shall have a mechanized resource scaling capability for provisioning and decommissioning of application capabilities and use capacity tiers. | ||
| B.4.16 | The Contractor shall manage the operation, delivery, integration, sustainment, and maintenance of the SaaS solution. | ||
| B.4.16 | The SaaS solution shall provide tools via the internet to allow the VA to fully access SaaS related data in usable formats for account information management that administers user activities, such as enrollment, assignment, activate, swap, and de-commissioning. | ||
| B.4.16 | The portal shall provide the functionality to execute reports that provide user types and profiles (i.e., GFE, BYOD), summary of trouble tickets activities, and account billing details. |
| B.4.17 | MESSAGING SOLUTION OPERATIONS, MAINTENANCE AND SUSTAINMENT (OMS) AND TECHNICAL SUPPORT | Meets Requirement | Does Not Meet Requirement |
| B.4.17.3.5 | The Contractor shall provide all the technical support for the solutions hardware and software necessary for the messaging solution features and functions to operate 24 hours a day, seven days a week three hundred and sixty-five days a year (24/7/365). | ||
| B.4.17.3.5 | The Contractor shall provide a toll-free number that is available 24/7/365 for technical support. | ||
| B.4.17.3.5 | The Contractor shall coordinate mobile applications VA compliance approval (Privacy, Security, Section 508, Technical Reference Model (TRM), security updates, operating system updates, application version updates, etc). | ||
| B.4.17.3.5.1 | Service Availability: All deployed services shall be available and functional to serve user requests at no less than 99.95% availability. | ||
| B.4.17.3.5.2 | Service Reachability: Services on this platform shall be reachable by internal and external entities no less than 99.95% of the time. All required routing and proxying services are correctly functioning and forwarding traffic. | ||
| B.4.17.4 | The Contractor shall operate and maintain the solution in accordance with the following application service level agreements. | ||
| B.4.17.4.1 | Service Availability expected up time of 99.95% excluded Government approved pre-scheduled maintenance windows. | ||
| B.4.17.4.2 | Acceptable Quality Level (AQL) performance metrics expected response times for time to restore threshold is 4 hours. | ||
| B.4.17.4.3 | Redundancy and Performance capability shall provide continuity of operations during any SaaS operation service availability and acceptable quality failures. | ||
| B.4.17.4.4 | Data Management and analysis capability shall complement and extend log management that the VA retains exclusive ownership over all its data in the SaaS. Likewise, capability shall include data protection, backup, and recovery procedures in the event of data loss. | ||
| B.4.17.4.5 | Support Services that provide VA specific help desk request and resolutions via email and telephone to users. | ||
| B.4.17.4.6 | Compliance with all relevant Federal regulations, Federal standards, and agency specific directives. | ||
| B.4.17.4.7 | Escalation Procedures that provide a tiered matrix for support beyond normal channels if necessary. |
D.2 Service Model Questions
| 36C10A25R000 | ||
| D.2 | SERVICE MODEL QUESTIONS: | |
| QUESTIONS | OFFEROR ANSWERS | |
| 1 | Brief Overview of (PRODUCT) and how the VA will use the product? | |
| 2 | Are you providing a SaaS or PaaS product to the VA? | |
| 3 | Where is the SaaS or PaaS hosted? (AWS, GCP, AZURE) | |
| 4 | How would VA users access the solution? (ex: web browser, mobile app) | |
| 5 | How would VA users authenticate? (ex: SSO integration, username/password) | |
| 5a | If user accounts are created, what does that process look like? | |
| 5b | If VA wished to add an additional user to be able to use the solution, how would that be accomplished? | |
| 6 | Would you consider (PRODUCT) Web architecture to be multi-tenant? | |
| 6a | (Is the information system architected in a multi-tenant manner where each customer has its own tenant, and all tenants share the same underlying architecture following the multi-tenant architecture definition) (Even if logically seperated) | |
| 7 | Is (PRODUCT) Web environment horizontally scalable to react to changes in demand or usage? | |
| 8 | If so, is the process fully automated or executable with minimal intervention? | |
| 9 | At a high level, are metrics and event logs captured for: | |
| 9a | a. Utilization of the (PRODUCT) Web application attributable to a specific user, account, or customer? | |
| 9b | b. Utilization of the (PRODUCT) Web environment resources? | |
| 10 | 10. Are any contractors/providers sourcing development activities from personnel that reside OCONUS? ** Yes or No. If Yes, please explain | |
| 11 | 11. Are any contractors/providers allowing access to a FedRAMP Boundary or Federa date to personnel that reside in CONUS? ** Yes or No. If Yes, please explain |
D.3 Step 2 Evaluation
| Techncial Step 2 - Written Step-by-Step Instructions for B.4.8.2 Use Cases | |
| Use Case | Use Case |
| B.4.8.2 Table 1 Use Case A | I need to send a message to a peer (Escalation and Role-Based one-to-one relationship). Examples include: |
| B.4.8.2 Table 1 Use Case A | ROLE-BASED COMMUNICATION, such as “Cardiology Fellow” or “Critical Care Attending” |
| B.4.8.2 Table 1 Use Case A | trainee clinician (physician, PA or NP) to reach my supervising clinician (Physician, PA or NP) to provide updates and ask questions about patients' care. |
| B.4.8.2 Table 1 Use Case A | bedside nurse to reach clinicians to ask routine order clarification questions. |
| B.4.8.2 Table 1 Use Case A | bedside nurse to summon a practitioner or security to the bedside. |
| B.4.8.2 Table 1 Use Case A | bedside nurse to reach pharmacist for assistance with medication questions. |
| B.4.8.2 Table 1 Use Case B | I need to send a message to a group (Escalation and Role-Based one-to-many relationship). Examples include: |
| B.4.8.2 Table 1 Use Case B | bedside nurse to request or summon other support professionals to the bedside (respiratory therapy, facility maintenance for electrical/plumbing, radiology tech, biomedical engineering, etc). |
| B.4.8.2 Table 1 Use Case B | operating room nurse or surgical technician to reach sterile processing or supply technicians for missing instruments or unexpected needs during a surgical case. |
| B.4.8.2 Table 1 Use Case B | operating room circulating nurse to summon clinicians or groups to the operating room based on verbal requests of the surgeons & anesthesiologists. |
| B.4.8.2 Table 1Use Case C | Residents must not require the handing off of physical devices from trainee to trainee each week. |
| B.4.8.2 Table 1 Use Case D | Surrogate or Coverage – need to be able to assign to someone else if someone is on leave or suddenly unable to cover calls. |
| B.4.8.2 Table 1 Use Case E | Any clinical staff in a Medical Center needs to be able to be messaged. |
| B.4.8.2 Table 1 Use Case F | A member of the clinical team must be able to receive messages if they part of a group or Code Alert. |
| B.4.8.2 Table 1 Use Case G | As a trainee clinician (physician, PA or NP) I need to reach my supervising clinician (Physician, PA or NP) to provide updates and ask questions about patients' care. |
| B.4.8.2 Table 1 Use Case H | As a bedside nurse, I need to reach clinicians to ask routine order clarification questions. |
| B.4.8.2 Table 1 Use Case I | As a bedside nurse, I need to summon a licensed independent practitioner to the bedside. |
| B.4.8.2 Table 1 Use Case J | As a bedside nurse, I need to summon security to the bedside. |
| B.4.8.2 Table 1 Use Case K | As a bedside nurse, I need to summon other support professionals to the bedside (respiratory therapy, facility maintenance for electrical/plumbing emergencies, radiology tech, biomedical engineering, etc). |
| B.4.8.2 Table 1 Use Case L | As a trainee or attending clinician I need to ask a pharmacist for help with routine medication questions. |
| B.4.8.2 Table 1 Use Case M | As a nurse I need to reach pharmacy for missing medication doses. |
| B.4.8.2 Table 1 Use Case N | As a nurse I need to discuss medication dosing, side effects and compatibilities with a pharmacist. |
| B.4.8.2 Table 1 Use Case O | As an operating room nurse or surgical technician I need to reach sterile processing or supply technicians for missing instruments or unexpected needs during a surgical case. |
| B.4.8.2 Table 1 Use Case P | As an operating room circulating nurse, I need to summon licensed independent clinicians and trainees to the OR based on verbal requests of the surgeons & anesthesiologists. |
| B.4.8.2 Table 1 Use Case Q | As a lab technician, pathologist, or radiologist I need to communicate results to the licensed independent clinicians who are responsible for the patient during off-hours even when I don't have a name of the person I need to contact. |
| B.4.8.2 Table 1 Use Case R | As a licensed independent clinician, I need to contact the radiologist or lab technician to discuss orders or results for urgent diagnostics (even when I don't have a name of the person I need to contact or if they are working at another VAMC doing teleradiology). |
| B.4.8.2 Table 1 Use Case S | As a licensed independent practitioner, I need to leave non-urgent messages for the nurse taking care of my patient to avoid interrupting the nurse with my non-urgent information/request. |
File details come from the government source that posted it. Updated .