Sources Sought- 36C25625Q0116-Vocera System Admin.pdf

Sources Sought Notice

DESCRIPTION

DISCLAIMER: THIS IS A SOURCES SOUGHT NOTICE ONLY. THIS SYNOPSIS IS NOT A REQUEST FOR

QUOTE, PROPOSAL, OR BID. This notice is not a solicitation as defined by FAR 2.101, therefore it shall not be construed as a commitment by the government to enter into a contract, nor does it restrict the government to an acquisition approach. All information contained in this Request for Information (RFI) is preliminary as well as subject to amendment and is in no way binding on the government. Information submitted in response to this notice is voluntary; the government will not pay for information requested nor will it compensate any respondent for any cost incurred in developing information provided to the government. The government is requesting that restrictive or proprietary markings not be used in response to this notice. If a solicitation is released, it will be synopsized in the Federal Contract

Opportunities website or General Services Administration (GSA). It is the responsibility of the interested parties to monitor these sites for additional information pertaining to this RFI.

1. Title: Vocera Support System Administrator

2. Purpose: The purpose of this RFI is to identify potential sources which will aid in defining the procurement strategy for example, set-aside, sole source, or unrestricted for a solicitation the VA intends on issuing shortly as follows:

The Michael E. DeBakey VA Medical Center (MEDVAMC) located in Houston; Texas has a requirement for Vocera Support System Administrator; items listed below and Draft Statement Of Work attached.

Item # Description of Service/Part Number* Products Unit Qty

0001 Base Year – Vocera Premier Plus Support Services upgrade (Annual) Yr. 1

Option Year 1 – Vocera Premier Plus Support Services upgrade (Annual)

Yr.

Option Year 2 – Vocera Premier Plus Support Services upgrade (Annual)

Yr.

Option Year 3 – Vocera Premier Plus Support Services upgrade (Annual)

Yr.

Option Year 4 – Vocera Premier Plus Support Services upgrade (Annual)

Ty.

The Small Business Administration (SBA) size standard for the North American Industry Classification System (NAICS) code is 541519 – Other Computer Related Services with a size standard of $34 million.

Product Supply Code (PSC) R426 –Support-Professional: Communications.

The anticipated type of contract shall be a Single Award, Firm Fixed Price. The Government wishes to enter into a contract for a base of one (1)year, and four (4) additional, 1 year ordering periods, not to exceed (NTE) five (5) years in total.

3. Responses Requested: The following questions must be answered in response to this RFI. Answers that are not provided shall be considered non-responsive to the RFI:

a) Name of potential Contractor that possess the capability to fulfill this requirement. Contractors shall also provide the following:

Point(s) of contact name: _______________________________________________

Address: ____________________________________________________

Telephone number: ___________________________________________

Email address: _______________________________________________

UEI #: ____________________________________

CAGE Code: _______________________________

b) Is your company considered a small business concern, SB, SDVOSB, VOSB, HUBZone, or 8A concern, with the requisite NAICS code identified above?

c) Can your company support all equipment and software?

d) Can your company provide technicians/engineers trained and certified by the manufacturer to work the identified equipment & associated software?

e) What is your Mean Time to Repair (MTTR) from receipt of initial service calls?

f) Does your company provide support for any of the stated equipment at other VA facilities? If so, please provide contract & contact information.

g) For the equipment listed in above what is the recommended Preventative Maintenance (PM) schedule(s) (monthly, quarterly, semi-annual, annual)?

h) What are the projected unit costs for the service schedule identified above?

i) Do you have a sample Statement of Work (SOW) you can share?

j) Do you have a sample Quality Assurance Surveillance Plan (QASP) you can Share?

k) Are there national service standards for this equipment? If so, what are they and what organization establishes the standards?

l) Do you have sample or recommended evaluation criteria you can share?

m) What is recommended industry best practices for this type of requirement?

n) Is your company available under any Government Wide Agency Contract (GWAC), Solutions for

Enterprise-Wide Procurement (SEWP), National Acquisition Center (NAC), GSA Schedule, Federal Supply Schedule (FSS), Indefinite Delivery Indefinite Quantity (IDIQ), and/or Blanket Purchase Agreement (BPA)?

The VA does not accept grey market items; therefore, the Vendor must attach an Authorized Distribution Letter as an approved and authorized vendor on OEM letterhead by the manufacturer as evidence of proof to be viewed by the government to be considered as part of the Market Research and responsiveness to this Sources Sought notice.

4. Opportunity/Market Pricing: The MEDVAMC is seeking information from potential vendors on their ability to provide the required items/equipment. THIS IS A SOURCES SOUGHT REQUEST FOR INFORMATION (RFI) ONLY. Small Business concerns are encouraged to provide responses to this RFI in order to assist the MEDVAMC in determining potential levels of competition and general market pricing available in the industry. Vendors are requested to submit estimated market research pricing along with their responses to the above. The estimated pricing will be considered when determining the procurement strategy for the forthcoming solicitation.

5. RFI responses are due by 4:00pm Central Time by close date listed above; size is limited to 8.5 x 11 inches, 12-point font, with 1-inch margins in Microsoft Word format via email listed in Item #5 “Contact Information” below. There is no page limitation on subparagraphs 3(a) - 3(n).

The subject line shall reference that Request for Information (RFI) number above.

NO SOLICITATION EXISTS AT THIS TIME.

Please provide the information you deem relevant in order to respond to the specific inquiries of the

RFI.

Information provided will be used solely by MEDVAMC as “Market Research” and will not be released outside of the MEDVAMC Purchasing and Contracting Team.

If no responses to this notice are received from an authorized distributor of the cited brand name items listed above, then this action will be sole sourced to the manufacturer.

6. Contact Information:

Contract Specialist Lekeicia Anderson-Spight Lekeicia.anderson@va.gov

Your response to this notice is greatly appreciated!

mailto:Lekeicia.anderson@va.gov

STATEMENT OF WORK

ON-SITE VOCERA SYSTEM ADMINISTRATOR

GENERAL INFORMATION

Michael E. Debakey VA Medical Center (MEDVAMC) is requesting for a Contractor to provide a full-time on-site Vocera System Administrator for ongoing management and support of the

Vocera communication solutions. The administrator will support all Vocera equipment at the

MEDVAMC located at 2002 Holcombe Blvd, Houston, TX 77030.

The Contractor shall furnish all labor, materials, parts/ supplies, equipment, tools, supervision, trained technicians, and travel/transportation for the On-site Vocera System Administrator that will be performing at the MEDVAMC as defined herein the Statement of Work (SOW). This is for a Firm Fixed Price.

GENERAL REQUIREMENTS

On-site administrator responsibilities shall include but are not limited to:

A. Vocera Data & Device Management

• Contractor shall establish, update, and maintain processes for submitting data and device changes to Vocera database.

• Contractor shall add/delete/update users, groups and address book entries as requested by using departments.

• Contractor shall export user, group and address book information for review by using departments for accuracy and currency (every 6 months).

• Contractor shall maintain device management data.

• Contractor shall develop, update and maintain processes for changes in badge ownership, ordering new equipment, troubleshooting equipment, repairing equipment, requesting and processing RMA’s, reporting damage and budget trends, maintaining spares pool, coaching on replacement budget planning, training users and leadership on device management best practices, scheduling reports, and aiding with finding lost equipment.

B. Vocera Software Management

• Contractor shall apply Vocera service packs and hot fixes (remote). Please note that this does not include upgrades to a new software major or minor release or building or reloading software on servers. Upgrades to new releases may be contracted for separately.

• Contractor shall system health analysis (remote, every 6 months).

C. Vocera Deployment Optimization

• Contractor shall refine deployment call flows to improve usability of the Vocera system.

D. Vocera Training and Orientation Management

• Contractor shall develop, update, and deliver training for new employee orientation for Vocera users.

• Contractor shall establish process for on-boarding of new Vocera users.

• Contractor shall establish process for reviewing Vocera reports to identify and coach users experiencing less than optimal performance.

• Contractor shall maintain training materials and make easily available to staff for self-review and refresher.

• Contractor shall maintain at least a 10% Super User population across all units and shifts; providing training to keep the Super User population competent and constant.

• Contractor shall provide upgrade training for changes in functionality affecting end users.

E. Vocera Issue Escalation Management

• Contractor shall develop, update and maintain process for end users to report

Vocera issues.

• Contractor shall address and resolve issues regarding Vocera equipment, database, and users.

• Contractor shall escalate issues regarding network or servers to the appropriate

Customer contact.

• Contractor shall escalate issues with the Vocera product to Vocera Technical

Support.

• Contractor shall track and trend Vocera issues to institute process improvements where possible to reduce issue escalations.

• Contractor shall follow up with issue reporter to provide update status and resolution.

F. Vocera Report Management

• Contractor shall set up scheduled reports as requested by VA end user unit leaders.

• Contractor shall provide consultation to units regarding the reports available.

• Contractor shall review reports and provide consultation to VA end user units, network staff and other key support staff and stakeholders regarding actions needed to optimize Vocera system and user performance. (Monthly)

G. Vocera End User Satisfaction

• Contractor shall develop Vocera User Satisfaction Survey.

• Contractor shall survey using departments once a year to collect formal feedback and quantifiable measures of satisfaction.

• Contractor shall facilitate user group meetings to discuss Vocera issues, lessons learned and process improvements. (Bi-Monthly)

• Contractor shall deploy changes to Vocera program management as approved by senior level Customer representatives.

• Contractor shall not be considered government employees for any purpose under the contract.

DEFINITIONS/ACRONYMS

A. Biomedical Engineer(ing) - Supervisor or designee.

B. CO - Contracting Officer

C. COR - Contracting Officer's Representative

D. FSE - Field Service Engineer. A person who is authorized by the contractor to perform maintenance (corrective and/or preventive) services on the VAMC premises.

E. ESR - Vendor Engineering Service Report. A documentation of the services rendered for each incidence of work performance under the terms and conditions of the contract.

F. Acceptance Signature - VA employee who is authorized to sign-off on the ESR which indicates that the PM has been concluded or is still pending completion, or that the Emergency

Repair has been accomplished or is still in a pending status.

G. Authorization Signature - COR's signature; indicates COR accepts work status as stated in

ESR.

H. NFPA - National Fire Protection Association.

I. CDRH - Center for Devices and Radiological Health.

J. MEDVAMC – Michael E. DeBakey Veterans Affairs Medical Center

K. VAH - Department of Veterans Affairs Hospital

L. OEM - Original Equipment Manufacture

PERFORMANCE REQUIREMENTS

• The Contractor shall perform the following tasks:

• Contractor shall provide services remotely for the MEDVAMC.

• Contractor shall maintain the scheduling program at all times on a MEDVAMC server.

• Contractor shall maintain a person with VA security clearance to remotely access the system as needed.

• Contractor will interact with MEDVAMC IT department as needed.

• Contractor shall provide on call services when VISTA/CPRS is down.

Period of Performance: The government estimates awarding a Base Year with three (4), one (1) year options to be exercised at the government’s discretion and estimated as follows:

Base Year: February 18, 2025 – February 17, 2026

Order Year 1: February 18, 2026 – February 17, 2027

Order Year 2: February 18, 2027 – February 17, 2028

Order Year 3: February 18, 2028 – February 17, 2029

Order Year 4: February 18, 2029 – February 17, 2030

HOURS OF COVERAGE

Normal hours of coverage are Monday through Friday from 7:00 a.m. to 7:00 p.m. CST, excluding Federal holidays. All service/repairs shall be performed during normal hours of coverage unless an emergency request is submitted by the COR or their designee.

The Government also observes Executive Orders, President's Proclamation, and days designated by Federal Statute. The following are Federal holidays:

New Year’s Day January 01

Martin Luther King’s Birthday Third Monday in January

President’s Day Third Monday in February

Memorial Day Last Monday in May

Independence Day July 04

Labor Day First Monday in September

Columbus Day Second Monday in October

Veteran’s Day November 11

Thanksgiving Day Fourth Thursday in November

Christmas Day December 25

If the holiday falls on a Sunday, the following Monday will be observed as a National holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a

National holiday by U.S. Government Agencies, and any other day specifically declared by the

President of the United States.

DOCUMENTATION/REPORTS

Contractor shall provide periodic reports on their activities and the health/usage of the Vocera system facility wide.

REPORTING REQUIRED SERVICES BEYOND THE CONTRACT SCOPE

Contractor shall immediately, but no later than 24 (twenty-four) consecutive hours after discovery, notify the Contracting Officer Representative (COR) in writing of the existence or the development of any defects in, or repairs required, to the Vocera system which the Contractor considers he/she is not responsible for under the terms of the contract.

ADDITIONAL CHARGES

In any case, the MEDVAMC shall be explicitly notified in advance that additional charges will be incurred, prior to beginning any work deemed to be outside the scope of this contract. In such instances that the MEDVAMC agrees the work is not within the scope of the contract and desires the Contractor to perform the service., the BIOMED COR, who will arrange a separate purchase order to pay for the additional service.

The Government shall not be responsible for incidental charges including, but not limited to, parking, tolls, mileage, phone, etc., on straight time or overtime work.

COMPETENCY OF PERSONNEL SERVICING EQUIPMENT

A. Each respondent shall have an established business, with an office and full-time staff. The staff includes a "fully qualified" administrator who can work on-site at the MEDVAMC full-time.

B. "Fully Qualified" is based upon training and on experience in the field. For training, the administrator has successfully completed a formalized training program for the Vocera

Communications equipment/software and is OEM-Certified or an OEM employee. For field experience, the administrator has a minimum of two years of experience (except for equipment/software newly on the market) with respect to supporting Vocera Communications software/equipment.

C. The CO or COR may authenticate the training requirements, request training certificates or credentials from the Contractor at any time for any personnel who are servicing or installing any

MEDVAMC equipment. The CO and/or COR specifically reserve the right to reject any of the

Contractor's personnel and refuse them permission to work on the VAMC equipment.

D. If subcontractor(s) are used, they shall be approved by the CO; the Contractor shall submit any proposed change in subcontractor(s) to the CO for approval/disapproval.

TRAVEL

Travel for any and all services covered within this contract shall be covered by the Contractor and shall not be reimbursed by the CO, VAMC, COR or any of its and/or their associates, employees or descendants under any conditions or circumstances.

CONTRACTOR PERSONNEL BADGE AND PARKING

• While on VA premises, all contractor personnel shall comply with the rules, regulations, and procedures governing the conduct of personnel and the operation of the facility.

• An access badge will be given to the contractor’s employee upon entrance into VA buildings. The contractor employee must safeguard the access badge and immediately report any lost, stolen, or destroyed badges to the COTR. All contract personnel must properly display their access badges. Access badges must be worn at or above the waist

(facing forward.). The contractor’s employees must return the access badge(s) to the

COTR or designee at the end of the contract.

• It is the responsibility of the contractor’s personnel to park in the appropriate designated parking areas. Parking information shall be coordinated with each facility COTR.

MEDVAMC does not validate or make reimbursement for parking violations of the contractor’s personnel under any circumstance.

BACKGROUND CHECK

All contractor employees who require access to the Department of Veterans Affairs' computer systems shall be the subject of a background investigation and must receive a favorable adjudication from the VA Office of Security and Law Enforcement prior to task order performance. This requirement is applicable to all subcontractor personnel requiring the same access. The required investigation(s) shall be initiated prior to task order performance. If the investigation has not been completed prior to the start date of the task order, the contractor will be responsible for the actions of those individuals they provide to perform work for VA. Failure to comply with the contractor personnel security requirements may result in termination of the task order for default.

• Position Sensitivity: The position sensitivities for these positions have been designated as shown below:

o No Risk

• Background Investigation: The level of background investigation commensurate with the required level of access for each of these positions is shown below:

o Low Level

• Contract employees shall be escorted by a VA employee at all times while inside federal buildings.

HIPAA: HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT

Contractor shall adhere to the provisions of Public Law 104-191, Health Insurance Portability and Accountability Act (HIPAA) of 1996 and the National Standards to Protect the Privacy and

Security of Protected Health Information (PHI). VHA (and therefore the contractor) must comply with all applicable privacy and confidentiality statues and regulations.

END OF SERVICE PERIOD

No service shall be performed under this agreement after the contract expiration date without written authority or direction from the Contracting Officer.

MOBILE MEDIA SCANNING

The Contractor will identify if removable media (i.e. USB or DVD/CD Device) is required to perform his/her duties. Personally owned USB thumb drive utilization is prohibited. Non-VA support personnel must furnish their own FIPS140-2 certified USB thumb drives, and only with the permission of a designated VA supervisor. All USB drives must be scanned with an antivirus program running current virus definitions by the local VA staff, prior to connection to any VA device. COR or designee will ensure the removable media is scanned with anti-virus software running current virus definitions prior to connection to any medical device system. The computer system for scanning removable media is located in the biomedical engineering shop, Building

100, Room BA200.

PRIVACY/SECURITY

The Contractor will need to access VA systems to perform software upgrades, troubleshooting, etc.

The Contractor will have electronic connectivity to Vocera analytic servers. The Contractor will not have access to patient databases or receive screenshots with PHI present.

Any electronic or magnetic data storage devices such as hard drives, etc. shall be turned into the

ISO. Electronic or magnetic data storage devices are not to be removed from VA property.

End of Statement of Work