S02 - Performance Work Statement Draeger Updated.pdf

PERFORMANCE WORK STATEMENT

FOR

DRAEGER APOLLO ANESTHESIA UNITS SERVICE AND REPAIR

Alexandria VA Health Care System

2495 Shreveport Hwy 71

Pineville, Louisiana 71360

1.0 Scope

1.1 The Contractor shall provide all management, licensing, transportation, tools, supplies, equipment, parts, supervision, personnel, and labor necessary to provide support via telephone, preventative and inspection maintenance, scheduled, unscheduled, and emergency service as specified in section 2, for four (4) Draeger Apollo Anesthesia units listed on Appendix A, located at the Alexandria VA Medical Center (AVAMC) in Pineville, Louisiana.

2.0. Deliverables

2.1 Support via telephone.

2.1.1. Contractor shall issue the AVAMC a customer support telephone contact number for technical support.

2.1.2. Upon the VA personnel contacting the contractor customer support center for a service request, the AVAMC shall expect a return phone call from a field technician within two hours. The contractor service technician will establish an arrival time for the repair.

2.2 Scheduled Service

2.2.1. Preventative Maintenance (PM)

2.2.2. Contractor shall maintain an Inspection and preventative maintenance(PM) schedule for the Draeger Apollo Anesthesia machines according to OEM specifications.

• PM includes Scheduled Labor and Travel to perform the OEM's Periodic Manufacturer's Certification, electrical safety checks, and software updates.

• Consumable items, such as sensors, per the replacement instructions in accordance with OEM specifications will be provided by contractor.

• The contractor shall be certified by the OEM to perform maintenance, service, and updates on the equipment. The contractor must be able to provide a certification from the OEM that states they are certified to perform the services requested.

2.3. Unscheduled and Emergency Service

2.3.1 On-site Response Times

• Based on the priority of the service issue, the contactor service personnel shall be on site by the next business day or as mutually agreed. Equipment that is down is expected to be returned to service on the first call or by the next business day.

2.4. Documentation

• Upon completion of service, the services performed will be documented on the work orders and provided by contractor Field Service technician.

3.0. General Information

3.1 Period of Performance

• The period of performance for this contract shall be for one (1) Base 12-month period and four 12-month option periods.

3.2. Hours of Operation.

• The daytime hours of operation are 0800 to 1630 Central Standard Time (CST), Monday – Friday, excluding federal holidays.

• If the Contractor wishes to perform any services outside of the normal hours of operation, the Contractor shall coordinate with the AVAMC Biomedical office or government designated person no later than one week prior to the scheduled event.

3.3. Federal Holidays. The Contractor will not be required to work any of the following federal holidays:

New Year’s Day 1st January Martin Luther King Day 3rd Monday in January President's Day 3rd Monday in February Memorial Day last Monday in May Juneteenth 19th June Independence Day 4th July Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veteran’s Day 11th November Thanksgiving Day 4th Thursday in November Christmas Day 25th December

• If a holiday falls on Saturday, the preceding Friday shall be observed. If a holiday falls on Sunday, the following Monday shall be observed. If a holiday falls on a scheduled service day, the Contractor shall be responsible for rescheduling services for the first day post the holiday observance.

3.4. English Language Requirement. All Contractor personnel shall read, understand, speak, and write English fluently.

3.5. Communication. Contractor personnel shall maintain open and professional communication with government personnel at all times. Complaints validated by the POC will be reported to the CO. Failure of the Contractor to take corrective action on validated complaints raised by the POC, or the CO will be considered a failure to perform.

3.6. Appearance. Contractor personnel shall present a professional, conservative, and neat appearance. Contractor personnel shall report for duty in a professional manner, in appropriate attire and having complied with socially acceptable standards of personal hygiene.

3.7. Contractor Identification. All Contractor personnel attending meetings and working in other situations where their contractor status is not obvious are required to identify themselves as such to avoid being mistaken for Government officials. Contractors performing work at Government workplaces shall provide their employees with an easily readable identification (ID) badge indicating the employee's name, and the Contractor's name. Contractors shall require their employees to wear the ID badges visibly when performing work at Government workplaces. Contractor personnel must also ensure that all e-mails, documents, or reports they produce are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. All signature blocks on e-mails shall indicate the Contractor's name.

3.8. Weapons, Firearms, and Ammunition. Contractor personnel are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned vehicle or privately-owned vehicle while on any Department of Veterans Affairs Veterans’ Health Administration’s property.

3.9. Contractor Qualifications

Reference VAAR Part 852.212-72 (c) Vendor shall be an OEM, authorized dealer, authorized distributor, or authorized reseller for the proposed equipment/system, verified by an authorization letter or other documents from the OEM. All software licensing, warranty and service associated with the equipment/system shall be in accordance with the OEM terms and conditions.

4.0 INFORMATION SECURITY

4.1. BACKGROUND

In accordance with VA policy, contractors’ storage, generation, transmission or exchanging of VA sensitive information requires appropriate security controls to be in place. The VA Information Security Program policy – VA Directive and Handbook 6500 and additional 6500 series directives and handbooks - provide the framework for information security within VA.

4.1.1. The scope of this contract shall not include the acquisition of only commodities or goods (e.g. equipment or software) except as necessary for repairs or OEM required software updates to the equipment within the scope of this contract where software updates or repairs do not allow for contractor to connect to the VA network.

4.1.2. This contract shall not involve VA Sensitive information.

4.1.3. This contract requires services of contractor personnel which will not perform a function that requires access to a VA system or VA sensitive information (e.g., system administrator privileged access to a VA system, or contractor systems or processes that utilize VA sensitive information).

4.1.4. This contract may require use of a contractor owned Information Technology (IT) system or computer assets located at an offsite location.

4.1.5. The contractor owned IT system shall not be connected to a VA network.

4.1.6. The contractor shall have exclusive administrative control of the contractor owned IT components.

4.1.7. The scope of this contract shall not include processing or storing VA Information.

4.1.8. This contract shall not include services that involve connection of contractor- owned IT devices (such as a laptop computer or remote connection from a contractor system) to a VA internal trusted (i.e., nonpublic) network.

4.1.9. The scope of this contract does not involve the storage, generating, transmitting, or exchanging of VA sensitive information.

5.0 Quality Assurance Surveillance Plan (QASP)

5.1 Introduction

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement(PWS) entitled DRAEGER APOLLO ANESTHESIA UNITS SERVICE AND REPAIR. This plan sets forth the procedures and guidelines the AVAMC Biomedical office will use in ensuring the required performance standards or services levels are achieved by the contractor.

5.1.1. Purpose

5.1.1.2. The purpose of the QASP is to describe the systematic methods used to monitor performance and identify required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS.

5.1.1.3. This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

5.2. Performance Management Approach

5.2.1. The PWS structures the acquisition around what service or quality level is required, as opposed to how the contractor should perform the work (i.e., results, not compliance).

This QASP will define the performance management approach taken by the Biomedical office at the Alexandria VA Medical Center to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management. This analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

5.2.2. Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed if the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract if the critical outcomes expected are being achieved and/or the desired performance levels are being met.

5.3. Performance Management Strategy

5.3.1. The government representative(s) will monitor performance to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

5.4 ROLES AND RESPONSIBILITIES

5.4.1. The Contracting Officer (CO/KO) The CO is responsible for monitoring contract compliance, contract administration, and cost control, and resolving any differences between observations documented by the Biomedical office of the AVAMC: "Point of Contact (POC),” or "program/project manager (PM/PJM)" and the contractor. The CO will designate one full-time POC as the government authority for performance management.

5.4.2 The POC The POC is designated by the CO to act as their authorized representative to assist in administering a contract. POC limitations are contained in the written appointment letter. The POC is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The POC is not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions must be referred to the CO for action. The POC will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

6. IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

6.1 The required performance standards and/or quality levels are included in Attachment 1, Performance Requirements Summary.

7. METHODOLOGIES TO MONITOR PERFORMANCE

7.1 Surveillance Techniques To minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary method of surveillance will include periodic monitoring, which shall be performed by the POC or the POC designated inspector.

8. Customer Feedback

8.1. The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

8.2. Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems, but the customer always has the option to communicate complaints to the CO or POC, as opposed to the contractor.

8.3. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the POC. The POC will accept those customer complaints and investigate.

8.4. Acceptable Quality Levels

8.4.1. The acceptable quality levels (AQLs) included in Attachment 1 for contractor performance are structured to allow the contractor to manage how the work is performed.

For certain critical activities, such as emergency service calls, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at Alexandria VA Health Care System.

9.0 Quality Assurance Documentation

9.1. The Performance Management Feedback Loop The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and assessed using the performance monitoring techniques shown in Attachment 1.

10. Monitoring Forms

10.1. The government’s QA surveillance, accomplished by the POC will be reported using the monitoring form in Attachment 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure the required results.

10.1.2 The POC will retain a copy of all completed QA surveillance forms.

11. Analysis of Quality Assurance Assessment

11.1. Reporting

11.1.1 At the end of each contract year the POC will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This report and the completed quality assurance monitoring forms (Attachment 2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

11.2. Reviews and Resolution

11.2.1. The POC may require the contractor’s project manager or designated alternate to meet with the POC and other government IPT personnel as deemed necessary to discuss the performance evaluation. If the need arises, the contractor will meet with the POC as often as required or per the contractor’s request. The agenda of the reviews may include:

• Monthly performance assessment data and trend analysis

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

• Recommendations for improved efficiency and/or effectiveness

• Issues arising from the performance monitoring processes

11.2.2. The POC must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

11.2.3. The POC and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented.

Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the procuring CO (PCO) or ACO.

12.0. GOVERNMENT FURNISHED EQUIPMENT, SUPPLIES AND/OR SERVICES.

12.1. Contractor Furnished Items and Services. Except for those items or services specifically stated in this PWS to be government-furnished, the Contractor shall furnish everything required to perform this contract in accordance with all of its terms and conditions.

It is the Contractor’s responsibility to ensure Contractor personnel are familiar with and understand the contents of this PWS as well as the company’s handbooks/handouts, etc. prior to beginning work.

12.2. Utilities. The Government will provide the utilities necessary for the Contractor to perform services in accordance with the terms and conditions of the contract.

12.3. Security, Fire and Medical Services. The Government will provide police and fire protection.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Performance Threshold

Method of Surveillance

Contractor is to complete PM service according to OEM specifications.

Section 2.2.2.

100% Periodic Inspection and customer complaints.

Services performed will be documented on the work orders and provided by contractor Field Service technician.

Section 2.4.

95% Periodic Inspection and customer complaints.

Based on the priority of the service issue, the AVAMC shall expect contactor service personnel on site by the next business day or as mutually agreed.

Section 2.3.1.

95% Periodic Inspection and customer complaints.

Upon the VA personnel contacting the contractor customer support center for a service request, the AVAMC shall expect a return phone call from a field technician within two hours.

Section 2.1.2.

95% Periodic Inspection and customer complaints.

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

Appendix A

Government Owned Equipment

1. Draeger APOLLO Anesthesia Machine Serial Number ASHH-0139

2. Draeger APOLLO Anesthesia Machine Serial Number ASHH-0142

3. Draeger APOLLO Anesthesia Machine Serial Number ASHH-0145

4. Draeger APOLLO Anesthesia Machine Serial Number ASHH-0146