SOW - CAROUSEL SUPPORT FINAL.docx

STATEMENT OF WORK

Vertical Medication Carousel Maintenance and Support Kansas City VA Medical Center

1. Scope: The services, repairs, and maintenance to be provided by the contractor under this agreement shall consist of furnishing all parts, labor and transportation to provide preventive maintenance and repair of the SencorpWhite vertical medication carousel. Contractor shall only support assets listed on the support contract. Contractor shall perform onsite preventative maintenance of the carousel equipment and components. KCVA will open a service request when preventative maintenance is required for equipment listed on the support contract. If the facility acquires or installs additional SencorpWhite carousel units during the contract period, such units may be added to the support contract through a contract modification or future task order and will be covered under the same terms and conditions.

The Contractor shall provide services and support at the locations identified in this Performance Work Statement. The Government reserves the right to add, remove, or modify locations and facilities as mission requirements evolve across the current and future operational footprint. The Contractor shall accommodate these changes within the scope of the contract without disruption to services. Any adjustments to pricing, schedule, or resources resulting from such changes shall be addressed through the appropriate contractual modification process in accordance with the applicable Changes clause.

2. Background: The SencorpWhite vertical medication carousel is used by the pharmacy to safely, accurately, and efficiently store and retrieve medications for patients during hospital stays or clinical procedures. The equipment is critical for Pharmacy Services and patient safety at the VA Medical Center. This procurement is intended to establish a service contract to cover both preventative and corrective maintenance services, thereby ensuring continuous reliability of the equipment identified in this statement of work.

Under this contract, the Contractor will provide services via a Gold Tier Support Plan. The Gold Tier Support Plan includes 24/7/365 access to the Contractor’s Technical Support Center, quarterly onsite preventative maintenance in accordance with the Contractor’s current preventive maintenance schedule (as outlined in Section 7), and a guaranteed system uptime of 97%. The plan also includes all necessary repair parts (new or factory rebuilt), labor, and equipment required to maintain proper carousel performance; however, “consumables” are specifically excluded from coverage. Consumables are defined as non-durable items and accessories not essential to device operation, including but not limited to labels, printer ribbons, paper, non-OEM bins and shelving, and other items not specifically designated for maintenance or repair by the OEM.

This maintenance and support agreement enables the Kansas City VA Medical Center to maintain high standards for medication storage and operational efficiency by investing in essential infrastructure upgrades. The reliable and accurate operation of the equipment at all times is considered critical to patient health and safety.

3. Period of Agreement: The Government anticipates awarding a single-award Indefinite Delivery, Indefinite Quantity (IDIQ) contract for maintenance and support of the SencorpWhite vertical medication carousels. Task orders will be issued by the contracting officer or authorized ordering official as services are required during each ordering period. Additional units installed during the contract period may be added through task orders or contract modifications.

The contract consists of one (1) base ordering period followed by four (4) ordering periods:

The Government may exercise ordering periods at its sole discretion through unilateral modification. Individual task orders will be issued by the NCO 15 Contracting Officer (CO).

4. Services to be provided: The Contractor shall provide preventative and corrective maintenance, including emergencies on the equipment stated in Section 5.

· Repair: Repair services will be provided to diagnose and correct equipment malfunctions, either on a routine or emergency basis. Inadequate or improper repairs performed by the contractor will be correctly repaired at a time convenient to the VA at no additional expense to the VA.

· Parts: All replacement parts furnished will be new or factory rebuilt and equal to or exceeding the manufacturer’s authorized parts specifications to keep equipment operating properly to manufacturer specifications. The contractor will furnish all parts required in the maintenance of the equipment at no additional cost (except consumable supplies).

· Other replacement parts will be available within twenty-four hours to effect needed repairs. The contractor may modify the system to facilitate replacement parts which are not identical to the part being replaced. The term, “System”, refers to the hardware, software, support structures, etc. as shipped from the manufacturer and updated according to manufacturer’s specifications.

· All labor and travel during standard hours of coverage.

· Inclusion of all parts that fail during normal use.

· Remote and/or onsite support.

· On-board system diagnostics.

· Quarterly preventative maintenance, safety and calibration of equipment.

· Firmware, software or operating system updates.

· With the purchase of a Gold tier support plan, Contractor will provide 24/7/365 access to their Technical Support Center. Contractor will also provide repair parts, labor, and equipment necessary to keep the Products properly performing during the initial term, however, consumables are not included as part of the support plan. Contractor provides a Guaranteed Response Time (GRT) from the time of dispatch, dependent upon the contracted plan, and as such, Contractor does not offer priority scheduling service. Contractor cannot commit to a 24-hour guarantee of replacement parts.

· During PM visits, Contractor will provide customers with proactive monitoring for eligible products, where Contractor proactively monitors the status and operational health of your devices to identify warnings, errors, and system issues.

· Contractor will perform onsite preventative maintenance of carousel equipment and components in accordance with Contractor’s preventive maintenance schedule, stated above.

5. Equipment to be Serviced:

SencorpWhite vertical medication carousel, model 2100, serial# 20-12452.

6. Preventative Maintenance:

· Preventive maintenance inspections will be provided four times every year during the contract period or as required by manufacturer maintenance manual – whichever is more stringent. Contractor will perform onsite preventative maintenance of the carousel equipment in accordance with Contractor’s preventive maintenance schedule, stated above.

· KCVA will open a service request when preventative maintenance is required for equipment listed on the support contract.

· Preventive maintenance inspections will be performed in a manner, which clearly demonstrates that all equipment meets or exceeds all manufacturers’ technical performance specifications.

· Preventive maintenance inspection will include all items outlined in the manufacturer’s manual. Maintenance will include, but is not restricted to:

· Cleaning of the equipment

· Completing installation and documentation of all minor operational and reliability engineering notice changes.

· Running system diagnostics (hardware and software).

· Calibrating, adjusting and lubricating the equipment to manufacturer’s specifications as required.

· Each piece of equipment will be checked for leakage current and ground wire resistance to ensure that the equipment meets NFPA 70, NEC: NFPA 99. Contractor will perform onsite preventative maintenance of the carousel equipment in accordance with Contractor’s preventive maintenance schedule, stated above.

· Contractor will provide all factory maintenance required software or hardware. The contractor is responsible for incorporating all manufacturers’ recommended hardware and software maintenance of existing equipment, which ensures performance to current product specifications. This service will be performed at a time specified by the VA and agreeable to the contractor. All contractors will be required to install and maintain the engineering updates as requested by the factory. The updates will be incorporated in a timeframe as specified by the manufacturer or mutually agreed upon by the VA and the contractor. All updates and installations will be provided by the contractor at no additional cost to the VA.

· Under the support plan, all Updates shall be provided at no additional cost. For purposes of this Agreement, “Updates” means bug fixes, error corrections, virus updates, and minor enhancements or modifications to existing features that are necessary to maintain the security or operation of the Software.

· During the term of the support plan, all Upgrades shall be provided at no additional cost. For purposes of this Agreement, “Upgrades” means major enhancements, new features, or other improvements to the Software, but excludes any equipment, third-party software, or software separately licensed by Contractor.

· Preventive maintenance inspections will be performed on a weekday at the times set once the contract is awarded. The equipment user, Point of Contact, and the contractor must all agree to the recurring time set for preventive maintenance inspections.

· Contractor will electronically submit all service reports for all services to the designated Contracting Officer’s Representative (COR) within 24 hours following completion of service. Reports shall be in PDF format and include all required service details.

· With a contracted support plan, preventative maintenance will be performed on-site in accordance with Contractor’s then-current preventative maintenance schedule, stated in Section 7. Customer shall coordinate with Contractor to schedule the preventative maintenance at a mutually agreeable time.

· During the support term, SencorpWhite will provide replacement repair parts, labor, and equipment as necessary to keep the carousel and components performing in accordance with the material specifications of the applicable documentation.

· For each service visit, a detailed Equipment Service Report will be required. Each service report shall include:

· Name of the contractor and contracting number.

· Name of the Field Service Engineer (FSE) performing the services.

· Contractor Service Number/Log Number.

· Date, time (starting and ending), equipment downtime and hours-on-site for service call.

· Identification of equipment to be serviced, invoice or ID number, manufacturer’s name, device name, model number, serial number and any other manufacturer’s identification numbers.

· Description of problem reported by COR/User.

· Signature from the FSE performing services described.

· Signature from an authorized VA employee who witnessed services described.

7. Scheduling Arrangements:

· If onsite support is required for an emergency, the Field Service Personnel (FSP) response time is 24 hours from dispatch.

· Routine service calls are ones which in the estimation of the VA, are necessary to diagnose and repair equipment problems, but can be performed within normal working hours. Response to the contractor regarding routine service calls made during the hours of 8:00 am and 4:30 p.m. If lower priority onsite or technical support is needed, then resolution target times will vary depending on the urgency level:

· Critical Priority: 24-hour resolution target.

· High Priority: 48-hour resolution target.

· Medium Priority: 3 business days resolution target.

· Low Priority: 5 business days resolution target.

· Emergency service calls are ones which, in the estimation of the VA, require the immediate response of the contractor. Response time of the contractor for emergency service calls made during the hours of 8:00 am through 4:30 pm (of normal working days) will result in a response time of within 24 hours of being officially notified. If Onsite support is required for regular or emergency, response time is 24 hours from dispatch.

· The term “Response time of the Contractor” is defined as the elapsed time from the moment the VA submits an official service request to the arrival of a fully qualified technician onsite at the facility within the specified timeframe.

· With a contracted Gold tier support plan, SencorpWhite technical support and Field Support is available 24/7/365. Calls to the Technical Support Center are handled as soon as they are received. In the event that an on-site service dispatch is determined to be necessary to resolve a given issue, Guaranteed Response Time (GRT) varies by service program, and response times are calculated from the time that Field Service Personnel is dispatched. On-site guarantees vary by Support Agreement type, KCVA will have the Gold tier support plan with a 24-hour GRT.

8. Location: The Contractor shall provide services and support at the location(s) identified in this Statement of Work. The Government reserves the right to add, remove, or modify locations and facilities as mission requirements evolve across the current and future operational footprint. The Contractor shall accommodate these changes within the scope of the contract without disruption to services. Any adjustments to pricing, schedule, or resources resulting from such changes shall be addressed through the appropriate contractual modification process in accordance with the applicable Changes clause.

· Kansas City VA Medical Center (Main Campus/Facility) 4801 E Linwood Boulevard Kansas City, MO 64128 Phone: (816)861-4700 x57484 Fax: (816)922-4876 Room Number: V2.710 (Inpatient Pharmacy) Hours/Days of Operation: M-F, Open 24 hours each day (Including Federal Holidays)

9. Documentation: At the completion of each preventive maintenance inspection or service call, the contractor will provide a service report to the Point of Contact, or his designee. This report will clearly indicate the date of service, the type of service performed, the model and serial number of equipment serviced, the name of the field technician involved, and a description of the service performed. The Point of Contact assigned in this contract will sign, if applicable.

· Service reports will be used to verify work, and payments will not be made without service reports to document work. Report to include VA PM number, Model number, Serial number and Bldg./Room number (location of work).

· Field Service Reports will be generated at the conclusion of the service call and will be available electronically through our online service portal or by calling our Technical Support Center. For each service visit, a detailed Equipment Service Report will be required. Each service report shall include:

· Name of the contractor and contracting number.

· Name of the Field Service Engineer (FSE) performing the services.

· Contractor Service Number/Log Number.

· Date, time (starting and ending), equipment downtime and hours-on-site for service call.

· Identification of equipment to be serviced, invoice or ID number, manufacturer’s name, device name, model number, serial number and any other manufacturer’s identification numbers.

· Description of problem reported by COR/User.

· Signature from the FSE performing services described.

· Signature from an authorized VA employee who witnessed services described.

10. Special Instructions: Upon arrival at the facility, the contractor’s representative must report to the Kansas City VAMC Pharmacy to meet the Department Supervisor on duty or the assigned Contracting Officer’s Representative (COR). The Pharmacy Department operates 24/7; the representative should check in with the supervisor present or the designated COR at the time of arrival. For coordination, contact the Pharmacy Department at 816-861-4700 Ext: 57484. The supervisor or COR will provide access, answer questions about the work area, and verify completion of service prior to the contractor’s departure.

11. Federal Holidays Observed by the VA Medical Center:

New Year’s Day, Martin Luther King, Jr. Day, President’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, and any other day specifically designated by the President of the United States.

12. Terms and Conditions: The VA will provide the contractor with authorized personnel access to the equipment and adequate working space during performance of any services specified in this agreement. The VA will operate the equipment in the environment for which it is intended, providing a manufacturer’s specified environment regarding humidity and temperature.

13. Personnel Qualifications: Contractor staff must provide proof of current SencorpWhite certification prior to initial onsite service, and renew certifications according to OEM requirements or as requested by the VA.

14. Contract Administration Data All contract administration functions will be retained by the Department of Veterans Affairs.

The Contracting Officer will be the only person authorized to approve changes or modify any of the requirements under this contract. The Contractor shall communicate with the Contracting Officer on all matters pertaining to contract administration. Only the Contracting Officer will be authorized to make commitments or issue changes that affect price, quantity, or quality of performance of this contract. In the event the Contractor effects any such change at the direction of any person other than the Contracting Officer, the change shall be considered unauthorized, and no adjustment will be made in the contract price to cover any increase in costs incurred as a result thereof.

15. Contracting Officer’s Representative Pursuant to VAAR 801.604 and VAAR 852.201-70, Contracting Officer’s Representative (DEC 2022), the Contracting Officer may designate one or more representatives to provide technical guidance and advice, and to otherwise monitor performance under this contract. Any such designation shall be made in writing and shall define the scope and limitations of the designee’s authority. A copy of the designation letter shall be furnished to the Contractor.

16. Acronyms and Definitions CDR: Contract Discrepancy Report. Report issued by the Government to the contractor to document a supply or service found to be unacceptable during contract performance.

CLIN: Contract Line-Item Number. Unit of work (or service) to be performed (or delivered) by the contractor as a pay item.

CO: Contracting Officer. A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

COR: Contracting Officer’s Representative. An individual, including a Contracting Officer’s Representative (COR), designated and authorized in writing by the contracting officer to perform specific technical or administrative functions.

QA: Quality Assurance. Actions taken by the government to ensure contracted services meet SOW requirements.

17. Personnel Non-Personal Services: This is a non-personal services contract. Personnel rendering services under this contract are not subject either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the government and its employees. The Government shall not exercise any supervision or control over the Contractor or its personnel in the performance of the services under this contract. Such contract service s shall be accountable solely to the Contractor who, in turn, is responsible to the Government. Contractor Compliance with the Immigration and Nationality Act of 1952 The Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals.

18. Quality Control CONTRACT PERFORMANCE MONITORING. The COR may perform surveillance of services by any of the methods listed below:

a. Observing actual performance;

b. Inspecting the services to determine whether or not the performance meets the performance standards; and

c. Review of any other appropriate records.

1. When unacceptable performance occurs, the COR shall inform the Contractor and the Contracting Officer. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor program manager. The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government shall review the Contractor corrective action plan to determine acceptability. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the Contracting Officer.

2. Pursuant to VAAR 801.604 and VAAR 852.201-70, Contracting Officer’s Representative (DEC 2022), the Government may designate a Contracting Officer’s Representative (COR) to monitor Contractor performance and verify that services are received in accordance with the contract. The COR may evaluate performance through inspections, observations, inspection of services, review of documentation, and consideration of complaints submitted by VA personnel. The Government may inspect each task upon completion and may increase the frequency of quality assurance inspections if warranted by repeated deficiencies or customer complaints. The Government may also reduce the frequency of such inspections when performance so permits. The Contracting Officer shall make the final determination regarding the validity of any customer complaints.

3. If any of the services do not conform to contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements at no additional cost to the Government.

19. Records Management:

This contract does not involve contractor creation, handling, or management of VA records. Records‑management requirements and associated training are not applicable. The Records Management section has been removed accordingly.

20. Flowdown of requirements to subcontractors:

1. The Contractor shall incorporate the substance of this clause, its terms and requirements including this paragraph, in all subcontracts under this [contract vehicle], and require written subcontractor acknowledgment of same.

2. Violation by a subcontractor of any provision set forth in this clause will be attributed to the Contractor.

21. Contract Administration Data All contract administration functions will be retained by the Department of Veterans Affairs.

The Contracting Officer will be the only person authorized to approve changes or modify any of the requirements under this contract. The Contractor shall communicate with the Contracting Officer on all matters pertaining to contract administration. Only the Contracting Officer will be authorized to make commitments or issue changes that affect price, quantity, or quality of performance of this contract. In the event the Contractor effects any such change at the direction of any person other than the Contracting Officer, the change shall be considered unauthorized and no adjustment will be made in the contract price to cover any increase in costs incurred as a result thereof.

22. Contracting Officer’s Representative Pursuant to VAAR Provision 852.270-1, Representatives of Contracting Officer, the designated representative for this contract will be determined at award.

23. Acronyms and Definitions CDR: Contract Discrepancy Report. Report issued by the Government to the contractor to document a supply or service found to be unacceptable during contract performance.

CLIN: Contract Line-Item Number. Unit of work (or service) to be performed (or delivered) by the contractor as a pay item.

CO: Contracting Officer. A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings.

COR: Contracting Officer’s Representative. An individual, including a Contracting Officer’s Representative (COR), designated and authorized in writing by the contracting officer to perform specific technical or administrative functions.

QA: Quality Assurance. Actions taken by the government to assure contracted services meet PWS requirements.

24. Personnel Non-Personal Services This is a non-personal services contract. Personnel rendering services under this contract are not subject either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the government and its employees. The Government shall not exercise any supervision or control over the contract services performing services herein. Such contract service s shall be accountable solely to the Contractor who, in turn, is responsible to the Government. Contractor Compliance with the Immigration and Nationality Act of 1952 The Contractor shall comply with any and all legal provisions contained in the Immigration and Nationality Act of 1952, As Amended; its related laws and regulations that are enforced by Homeland Security, Immigration and Customs Enforcement and the U.S Department of Labor as these may relate to non-immigrant foreign nationals working under contract or subcontract for the Contractor while providing services to Department of Veterans Affairs patient referrals.

25. Hours of Operations Business hours for the VAMC follow:

a. Administrative hours: Monday through Friday, 8:00 a.m. - 4:30 p.m.

b. National Holidays: The 11 holidays observed by the Federal Government are:

New Year’s Day;

Martin Luther King’s Birthday;

Presidents Day;

Memorial Day;

Juneteenth Independence Day Independence Day;

Labor Day;

Columbus Day;

Veterans Day;

Thanksgiving;

Christmas; and any other day specifically declared by the President of the United States to be a national holiday.

c. Off-Duty hours: Friday through Monday, 4:30 p.m. - 8:00 a.m.; Monday through Thursday, 4:30 pm – 8:00 am.

26. Quality Control CONTRACT PERFORMANCE MONITORING. The COR may perform surveillance of services by any of the methods listed below:

a. Observing actual performance;

b. Inspecting the services to determine whether or not the performance meets the performance standards; and

c. Review of any other appropriate records.

1. When unacceptable performance occurs, the COR shall inform the Contractor and the Contracting Officer. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor program manager. The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government shall review the Contractor corrective action plan to determine acceptability. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the Contracting Officer.

2. Pursuant to VAAR Provision 852.270-1, Representatives of Contracting Officer representative(s); The Government shall periodically evaluate the Contractor performance by appointing a Contracting Officers Representative (COR) to monitor performance to ensure services are received. The Government representative(s) shall evaluate the Contractor performance through inspections of observations, inspection of services or any other form of documentation and all complaints from VA personnel. The Government may inspect as each task is completed or increase the number of quality assurance inspections if deemed appropriate because of repeated failures or because of repeated customer complaints. Likewise, the Government may decrease the number of quality assurance inspections if performance dictates. The Government Contracting Officer shall make final determination of the validity of customer complaint(s).

3. If any of the services do not conform to contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements at no additional cost to the Government.

27. Contract Security “The C&A requirements do not apply and a Security Accreditation Package is not required”.