Solicitation Attach D. Phoenix Area Scope of work rev_3.docx

SCOPE OF WORK

The Phoenix Area Division of Information Resource Management (DIRM) is responsible for a wide range of information resource management services and systems support services that meet the overall mission of providing quality patient care. Phoenix Area Tier 2 Systems support requires computer systems engineering services and software services of existing and new hardware located at health facilities. The primary objective of this contract is to maintain continuous systems operation for use of Indian Health Services Electronic Health Record at approximately 17 locations/facilities that include five 24/7 hospitals. This will be obtained by providing a full range of computer system support services for computer hardware and software operating systems. The support will be accomplished remotely and primarily will address our Electronic Medical Records (RPMS/EHR) system (hosted in a Windows environment) errors, patching, maintenance, and our client RPMS/EHR software on Window workstations. This will include installing our (RPMS/EHR) patches at our 17 sites that may occur up to 2 times a week, and may have to be installed outside of normal working hours. It also includes resolving Service Now incidents that are escalated from the sites, these incidents will come from IT staff as well as the users of the system. We do not have a current workload statistic to provide you, but the expectation is for 1 FTE to assist our current staff with the support of our field operations.

The contractor shall ensure that RPMS computer systems conform to standard configuration guideline and have a minimum uptime of 99%. Activities to support this objective will include the contractor providing dedicated support personnel to support a full range of computer system administration support as well as providing consultation to include testing, performance monitoring, and deployment of Windows. Also to include AIX(Advanced Interactive eXecutive), and Ensemble/HealthShare environments running on both Physical and Virtual platforms running VMware to ensure Phoenix Area operational platforms meet the highest standards.

Phoenix Area DIRM requires Tier 2 systems level support. In addition, Phoenix Area DIRM requires the identification, tracking and assistance in issues that require Tier 3 Engineering Support services from HQ. Approximately 400 to 600 support tickets are handled within Tier 2 support annually. The contractor must have experience in delivering the services identified in the SOW in the Indian Health Service health information environment or a similar Electronic Medical Record environment that utilizes a decentralized MUMPS environment with an overlay of VA Fileman.

These services include but not limited to:

RPMS platform support server hardware, operating systems support both AIX and Windows, Cache/Ensemble database support.

Health Share Support VMware support and configuration Support Site Backups Support for Printers Support Disk Space Issues Support for User Accounts Support for Cache and Ensemble Journaling Support Cache Shadowing and Ensemble Mirroring Support for General Cache/Ensemble/RPMS Issues Support for operating system and RPMS updates Support Updates, Patches, and Upgrades of operating systems, RPMS, Cache/Ensemble, and RPMS/EHR related applications.

Proactive monitoring of systems to identify and resolve potential problems at the earliest possible time.

Support and implementation of best practices.

To accomplish these services, the contractor will provide one full-time equivalent (FTE) system administration support staff. Since these levels of support require different disciplines, the "equivalent" FTE may be comprised of several different experts. Although several staff members may work on Phoenix Area systems, a dedicated POC/Project Manager will need to be available to Phoenix Area and will oversee all levels of support to ensure the RPMS and Operating Systems are maintained according to Indian Health Service and industry best practices Maintenance windows and various support activities will be done during normal business hours. The contractor will be required to provide any intrusive support maintenance and/or "emergency" support from time to time during non-business hours therefore the contractor will ensure the non-business hour support is available and provided to Phoenix Area. The contractor will coordinate routine after-hours patching with the respective sites to minimize service interruptions. There will be no overtime or call back pay for non-business hours of support. The contractor will adjust hours schedule to meet this request.

Services will support 17 locations/facilities that include five 24/7 hospitals.

Support will be provided remotely. This support will generally be by phone and/or VPN and will include assisting IHS/Phoenix personnel with patch management, problem isolation, and assistance in recovery from hardware or non-hardware related problems. Support will also include operating system changes and upgrades and in providing technical guidance in performance problems or operational reliability issues. Staff will be available to travel if requested with expenses for requested travel to be reimbursed by the Phoenix Area office at approved GSA rates.

Requirements The contractor shall provide the following services at the request of designated Systems Management staff from the Division of Information Resource Management, Phoenix, AZ. The government will provide and maintain a list of authorized government contracts. The contractor shall provide the following:

1. Tier 2 systems support For 17 locations/facilities that include five 24/7 hospitals (see attachment 1):

· Provide direct, tribal and urban programs with patch management and break-fix resolution on Windows/AIX systems to ensure resolution of issues.

· Provide help desk services for federal, tribal, and urban RPMS systems.

· Provide break-fix for transmission issues both AIX/Windows to ensure operations continue. Work with Phoenix DIRM and local site managers to resolve system performance issues.

· Coordinate maintenance schedule with the local site system administrator to minimize disruption of facility.

· Update repository of all steps that resolved issue within 2 hours of receiving and close of support ticket.

· Respond to system down time as soon as possible and provide a means to contact support personnel on a 24/7 emergency basis.

· Provide certified technical staff with "IBM AIX Certified Systems Expert - High Availability for Technical support and Administration" and "IBM Certified Advanced Technical Expert - Power Systems with AIX" certifications

· Provide technical staff with "HealthShare/Ensemble/ Cache" for both windows and AIX environments.

· Coordinate maintenance schedule with the local site system administrator to minimize disruption of facility operations.

· Provide technical staff with VMware expertise

· Respond to system down time as soon as possible.

· Assists in converting RPMS Server operating systems from AIX to Windows

· Work with the government personnel to troubleshoot and resolve trouble tickets.

· Support and troubleshooting of Vista Capture and Display clients

· Setup of ACHS Web Printing Module for users to print Purchase Orders

· Support and troubleshooting between RPMS and Dentrix servers

· Support and troubleshooting of HealthShare/Ensemble System Management Portal Errors

· Support and troubleshooting of Phoenix Area Servers and RPMS servers

· Support and troubleshooting of Moonwalk BMW/BPRM application

· Check and resolve issues in RPMS Error Trap – Includes tracking down RPMS error generation and resolution.

2. Tier 3 systems support In addition to the identification, tracking and assistance in HQ Tier 3 support, provide monthly status reports outlining all support calls, any risks found, mitigation and resolution. These documents shall be available via SharePoint to the COR, other IHS/Phoenix staff as designated by the COR

· Provide recommendations for system improvements and identify issues through pro-active monitoring to improve the reliability of the RPMS systems.

· Provide a process for elevating tickets from Tier2 to Tier3 headquarters support and ensure tracking of the escalation and final resolution.

· Any presentation and training material will be organized by system OS and shall contain the additional materials such as MS PowerPoint, supporting documentation, reports, meeting notes and action items for all supported projects

Monthly status reports will be provided to the Phoenix Area Chief Information Officer or designee that will define the activities, issues and support provided for the month. It will also provide planned support activities and upgrades and the below:

· Provide monthly reports to COR outlining outstanding items, support calls, break-fix resolutions and more as defined with conversations with COR by 5th of every month.

· Provide-a-proposed regular schedule of preventative maintenance for the equipment covered under this task. .

· Provide proactive outreach support to IHS/Phoenix and program stakeholders to translate customer requirements into the technical solution as well as advisement to the program manager regarding stakeholder perspectives and requirements. .

· Work under this SOW shall provide a quality control plan to include:

· Outline current status of systems such as firmware, OS level, threats to security, and more.

· Actions to immediately identify defects and remedial efforts if necessary

· Frequency of inspections and the title and organizational placement of the inspectors.

· A description of the methods to be used for identifying and preventing defects in the quality of service performed.

· A record of inspections and corrective or preventative actions taken

This Contract is to include base year, plus 4 option years. See below:

Base Year: 7/1/2020 to 6/30/2021 Option Year 1: 7/1/2021 to 6/30/2022 Option Year 2: 7/1/2022 to 6/30/2023 Option Year 3: 7/1/2023 to 6/30/2024 Option Year 2: 7/1/2024 to 6/30/2025