SOW Patient Queuing System.docx

Statement of Work Patient Queuing System (Kiosk)

1. INTRODUCTION

The purpose of this procurement is to acquire a standalone patient queuing system to manage patient workflow at VA Greater Los Angeles Healthcare System, Pathology and Laboratory Medicine Services, Interim Bakersfield Clinic. The solution will include an easy-to-use patient self-service kiosk, visual and audio mechanisms for patient notification, ease of use for laboratory personnel, provide reports for quality assurance purposes.

2. SCOPE

Period of Performance: The period of performance of the resulting contract shall be for a five-year base period where the Patient Queuing System shall be acquired as a capital purchase and service/maintenance, software licenses, and supplies shall be renewed/ordered on an annual basis.

Participating Facilities: VA Greater Los Angeles Healthcare System, Bakersfield Clinic.

3. MINIMUM SYSTEM REQUIREMENTS

3.1. Patient Queuing System 3.1.1. System is capable of patient self-check-in with option to utilize existing Veteran Health Identification Card (VHIC)

3.1.2. System is capable of generating a ticket with sequentially numbered (alphanumeric) ticket. 3.1.2.1. System ticketing capability of SMS message to mobile device is a plus but not required.

3.1.3. System is capable of separating patients into multiple queues

3.1.4. Ability to move queued patients from one location, or queue, to another as needed

3.1.5. System capable of communications with multiple workstations simultaneously

3.1.6. System includes an audio system in patient waiting areas for audible patient notification

3.1.7. All required software, hardware, operating system, and database licenses must be included

3.1.8. System must be able to accommodate all users the Bakersfield Clinic as illustrated in

Attachment A – Schedule of Pricing, Tab 2. Site Requirements

3.1.9. Must be able to provide method for patient feedback to capture patient satisfaction

3.2. DA Section 508 requirements

3.2.1. Kiosks shall comply with ADA Section 508 requirements as applicable. Please see Attachment C – Section 508 Requirements.

3.3. Self-Check-in

3.3.1. System includes number of standup and desktop model kiosks according to each site requirement provided in Attachment A

3.3.2. Each kiosk shall include a printing system for patient queuing ticket printout

3.3.3. System must have multiple check-in categories for separation of patient into multiple queues (i.e., blood draw, drop off, research, no orders)

3.3.4. Kiosk/check-in device can allow patients to check-in manually using alphanumeric characters

3.3.5. Patient check-in information will be visible to staff after patient self-check-in

3.3.6. System includes number of freestanding floor kiosks according to each site requirement provided in Attachment A

3.3.7. Patient queuing ticket available immediately upon patient check-in

3.3.8. Ticket printed must include sequential number assigned to the patient

3.3.9. Ticket printout is customizable by the end user

3.3.10. Must include sufficient annual printer paper volumes to meet VISN 22 healthcare system requirements as per Attachment A, Tab 2. Site Requirements, column J - Estimated Annual Patient Volumes.

3.3.11. Includes all necessary power cords for a 110V operation

3.3.12. Kiosk/device can be sanitized with commonly used disinfectants used by healthcare settings to stop the spread of disease and contagions

3.3.13. Patient check-in Kiosk/device utilizes touch screen technology

3.4. Main Lobby Visual Display

3.4.1. System includes display monitor(s) in patient waiting areas for visual patient notification

3.4.2. VAGLA Activations Team will provide Monitor

3.4.3. Must include power cord/supply for 110V operation

3.5. Departmental Display Monitor

3.5.1. System includes display for departmental use to manage patient queuing assignments

3.5.2. VAGLA Activation Team will provide Monitor

3.5.3. Must include power cord/supply for 110V operation

3.6. Signage

3.6.1. System must include digital signage displays for each work/draw station

3.6.2. Digital display of assigned numbers visible to patients in waiting area

3.6.3. Display will direct patient to appropriate work/draw station

3.7. Audible Notification

3.7.1. Adjustable audible alert in waiting area including installation of speakers in specified locations

3.8. Reports

3.8.1. Patient Wait Time report with details for each phase in the workflow (i.e., Transaction/Encounter time i.e., time spent with patient at each station)

3.8.2. Customizable patient satisfaction survey with detailed reports

3.8.3. Reports include number of overall encounters per day, per unique user, specific workstation, user, and/or draw station location

3.8.4. Remote monitoring of current wait times by location manager

3.8.5. Ability to customize reports by established user parameters

4. STATEMENT OF WORK AND OTHER REQUIREMENTS

4.1. Network and Interface Requirements

4.1.1. Must provide server specifications for virtual environment

4.1.2. Must include Microsoft SQL specifications database system loaded onto server, to include system configuration diagram

4.1.3. Must include any licensing, software and/or hardware necessary to interface all parts of the system

4.1.4. Must include all necessary power cords for a 110V operation

4.1.5. Must include any hardware necessary for installation (i.e., power cords and network cables)

4.1.6. Must include ability for VA system administrator/super user or IT staff to access server as administrator

4.1.7. All software updates must be compatible and tested with VA current/approved operating systems and database versions

4.1.8. If the contractor provides remote support, the contractor has established a VA national MOU/ISA between Contractor and VA. If the Contractor currently has a valid MOU/ISA, the Contractor shall include a copy of the MOU/ISA as part of their quote with the file named “VA MOU/ISA”. The Contractor shall provide all hardware and software in order to implement the remote support system.

4.1.9. The vendor hardware and software proposed solution meets all VA Information Security, Hardware, Software and Network requirements (VA 6500). Any wireless equipment must be FIPS 140-2 compliant as well, and vendor must provide the FIPS 140-2 certification for any wireless equipment.

4.1.10. The Contractor supplies responses to required documents in order to add systems to the VA network including but not limited to the VA Form 6550, MSD2, and the Risk Analysis Tool.

4.2. Service Maintenance / Warranty

4.2.1. The Contractor shall provide 24 hour, 7 days a week Technical Support for troubleshooting and resolving issues by calling a toll-free number.

4.2.2. Vendor will provide onsite technical support within 24 hours when telephone technical troubleshooting does not resolve the issue.

4.2.3. Vendor will provide replacement parts for failed components during the service contract period at no cost to the VA.

4.2.4. Vendor will provide all software upgrades needed during the contract period with currently supported operating systems and database.

4.2.5. Vendor will provide all hardware upgrades necessary for functionality during the contract period.

4.2.6. The Contractor shall provide documentation of services performed.

4.2.7. The Contractor shall provide a warranty for all items and services provided under the Contract for the duration of the Contract and all associated delivery orders.

4.3. Installation

4.3.1. Installation/Site Preparation:

4.3.1.1. Site preparation specifications shall be furnished in writing by the Contractor as a Site Preparation Report after award of the delivery/task order. The Contractor shall provide coordinated professional installation and implementation project management services to implement the system specified in the SOW at all identified sites. The Contractor shall provide a firm estimate of working days required from the date of the delivery order to go-live based upon the SOW. The initial installation site report shall be provided to the CO no later than one week after the initial post-award conference, and all other site reports shall be provided at least forty-five (45) days before the installation of all those sites unless the CO approves for a shorter timeframe. Contractor shall assess each site and propose specific site prep requirements including but not limited to:

• VA responsibilities

4.3.2. In collaboration with VA IT staff and system administrators install patient queuing system and hardware to the VA network. Must install hardware and software at designated patient.

4.3.3. Installation includes collaboration with Biomedical Engineering and OIT to ensure installation follows VA regulations.

4.3.4. Contractor must provide all additional cable drops for locations which are not already configured.

4.4. Implementation

4.4.1. Implementation/transition timeframe: All sites shall have a complete installation and go-live of their system within 90 days of award of this Contract.

4.4.2. Contractor shall execute an implementation plan which includes:

4.4.2.1. Installation - The Contractor shall make every effort to conduct a concurrent implementation at all sites with a weekly collaborative meeting. The Contractor shall provide a dedicated project manager throughout the entire implementation. Installation shall also include conversion of all current data minimally, including operator profiles.

4.4.2.2. Testing - Shall include, at minimum, testing of the system to ensure all functions are fully operational. In addition, training must be provided to all sites.

4.4.2.3. Acceptance - Must meet all technical, functional, and performance requirements of this SOW and Contractor’s proposal.

4.4.2.4. Go-Live - Dedicated project management and technical support must be available above the requirements of Section 4.1 on the day of go-live at each site for 3 days.

4.4.2.5. Post Go-Live Follow Up- Check-in should include at least two weeks and 30 days after the go-live date.

4.5. Training

4.5.1. Initial onsite laboratory personnel training

4.5.2. Custom report building training

4.5.3. System Administrator or super user training sufficient to operate the system as an administrator

4.5.4. User and Service Manuals: The Contractor shall provide downloadable PDF versions of operator manuals, service manuals, electronic schematics, troubleshooting guides, diagnostic software and tools Additionally, any upgrades to these documents shall be provided by the Contractor free of charge. These manuals shall include all components and subsystems, including those not manufactured by the Contractor.

These manuals and documentation shall be identical to the ones supplied to the manufacturer's service representatives and shall contain the diagnostic codes, commands, and passwords utilized in maintenance, repair and calibration of the equipment/software and provided for the life of the system at no additional cost.

4.6. Additional Requirements

4.6.1. All equipment shall be new, state of the art, and not recertified nor refurbished. Equipment shall be acquired for VA Greater Los Angeles, Bakersfield Clinic: See Section 2 and Attachment A.

4.6.2. The Contractor shall provide hardware, software, installation, training, and site-specific configuration solutions.

4.6.3. The hardware, software, and installation must meet VA specifications.

4.6.4. The Contractor shall install necessary cables to connect to queuing system.

4.6.5. The Contractor is responsible missing parts or components not included in the delivery order.

4.6.6. The Contractor is responsible for troubleshooting and maintenance of any or all equipment.

4.6.7. The Contractor is responsible for removal of waste packaging and clean up.

4.7. Hours of Work

4.7.1. Contractor shall also provide technical support via phone seven (7) days a week, twenty-four (24) hours a day. The Contract shall include a minimum five (5) days a week, between the hours of 7:00AM to 4:00PM local time full-service agreement to include all necessary service calls. After hours and weekends in person service are chargeable as per line items within Attachment A.

4.7.2. Any service performed during other than normal work hours must be approved in advance by the facility POC or CO.

4.7.3. Holidays: Only emergency service shall be provided on National Holidays and only if authorized by the VA POC in advance as approved

4.7.4. When a National Holiday falls on a Sunday, the following Monday shall be observed as a National Holiday. When a National Holiday falls on a Saturday, the proceeding Friday is observed as a National Holiday by U.S. Government agencies. Also included, would be any other day, specifically declared by the President of the United States of America to be a National Holiday.

5. SPECIAL REQUIREMENTS

5.1. Physical Security and Facility Considerations

5.1.1. Identification, Parking, Smoking and VA Regulations (For any onsite services):

5.1.1.1. The Contractor employees and/or Subcontractors approved by the VA Point of Contact (VA POC) shall wear visible identification at all times while on the premises of the facilities within the VISN. Identification shall include but not be limited to a company identification card, which shall include the company name, employee name, title, and a photograph of the employee. Contractor Employees shall maintain a professional appearance commensurate to their industry.

5.1.1.2. It is the responsibility of the Contractor to park in the appropriate designated parking areas. Information on parking is available from the VA Police Section. The VA will not invalidate or make reimbursement for parking violations of the Contractor under any conditions.

5.1.1.3. Any interior or exterior doors that shall be unlocked to gain access shall be kept locked during the performance of work unless it results in the creation of a safety hazard. In those instances, the Contractor is responsible to take necessary actions to maintain the same level of security prior to gaining access/performing work. Should any other devices need to be unlocked like an entry gate, those devices shall be locked immediately upon entry or exit. At no time shall the Contractor allow any person into a locked area or loan keys/access cards to another person. Contractor may be held in default for failure to comply with this requirement and subject the Contractor and its employees to contractual and other legal remedies.

5.1.1.4. Contractor personnel are required to check into the facility Police & Security office at each visit to pick up a “contractor” badge prior to contacting the VA POC. The Contractor’s staff shall also be required to sign in and out each day at a designated location determined by the VA POC.

5.1.1.5. The Contractor agrees that none of its officers or employees shall use or reveal any research, statistical, medical, or security information which may be obtained during the performance of the work or as a result their presence on Government premises without the written consent of the Government

5.1.1.6. Smoking is prohibited on the property of the healthcare systems within VISN 22.

5.1.1.7. Possession of weapons is prohibited. Enclosed containers, including tool kits, shall be subject to search. Violations of VA regulations may result in citation answerable in the United States (Federal) District Court, not a local district, state, or municipal court.

5.1.1.8. The Contractor shall not allow his/her employees, including Subcontractors’ employees, to open desk drawers, cabinets, or to use office equipment, including the use of non-pay telephones for any purpose other than a local emergency call. The Contractor shall be responsible to provide all necessary equipment, tools, parts, and materials to perform the work. The Government shall not be obligated to provide any equipment, tools, parts, and materials to assist the Contractor in performing the work.

5.2. Insurance Requirements for work performed on Facility Grounds

5.2.1. The Contractor agrees to procure and maintain, while the Contract is in effect, Workers Compensation and Employee’s Public Liability Insurance in accordance with Federal and State of California and/or Nevada laws.

5.2.2. The Government shall be held harmless against any or all loss, cost, damage, claim expense or liability whatsoever, because of accident or injury to persons or property of others occurring in the performance of this Contract.

5.2.3. The Contractor shall be responsible for all damage to property, which may be done by him, or any employee engaged in the performance of this Contract.

5.2.4. Before commencing work under this Contract, the Contracting Officer shall require the Contractor to furnish certification from his/her insurance company indicating that the coverage specified by FAR 52.228-5 and per FAR 28.307-2 has been obtained and that it may not be changed or canceled without guaranteed thirty (30) day notice to the Contracting Officer.

5.2.5. Contractor may be required to provide copies of proof of Workers Compensation and Employee Public Liability Insurance within fifteen (15) calendar days after notification of Contract award.

5.3. Information Technology Security Requirements

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

5.3.1. The Contractor shall identify if removable media is required to perform their duties. The Clinical Engineering Department will ensure the removable media is scanned with anti-virus software running current virus definitions prior to connection to any medical device/system. Any Contractor with patient sensitive information that is imported into the removable media device for any reason shall purge all patient sensitive information prior to departure from the facility.

5.3.2. Prior to termination or completion of this contract, Contractor/subcontractor shall not destroy information received from VA, or gathered/created by the Contractor in the course of performing this contract without prior written approval by the VA. Any data destruction done on behalf of VA by a Contractor/subcontractor shall be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the Contractor that the data destruction requirements above have been met shall be sent to the VA Contracting Officer within 30 days of termination or completion of the contract.

5.3.3. All electronic storage media used on non-VA leased or non-VA owned IT equipment that is used to store, process, or access VA information shall be handled in adherence with VA Handbook 6500.1, Electronic Media Sanitization upon: (i) completion or termination of the contract or (ii) disposal or return of the IT equipment by the Contractor/subcontractor or any person acting on behalf of the Contractor/subcontractor, whichever is earlier. Media (hard drives, optical disks, CDs, back-up tapes, etc.) used by the Contractors/subcontractors that contain VA information shall be returned to the VA for sanitization or destruction or the Contractor/subcontractor shall self-certify that the media has been disposed of per 6500.1 requirements. This shall be completed within 30 days of termination or completion of the contract or disposal or return of the IT equipment, whichever is earlier.

5.3.4. Bio-Medical devices and other equipment or systems containing media (hard drives, optical disks, etc.) with VA sensitive information shall not be returned to the Contractor at the end of lease, for trade-in, or other purposes. The options are: 5.3.4.1. Contractor shall accept the system without the drive;

5.3.4.2. VA’s initial medical device procurement includes a spare drive which shall be installed in place of the original drive at time of turn-in; or

5.3.4.3. VA shall reimburse the company for media at a reasonable open market replacement cost at time of purchase.

5.3.4.4.Due to the highly specialized and sometimes proprietary hardware and software associated with medical equipment/systems, if it is not possible for the VA to retain the hard drive, then;

5.3.4.4.1.The equipment Contractor shall have an existing BAA if the device being traded n has protected health information stored on it and hard drive(s) from the system are being returned physically intact; and 5.3.4.4.2.Any fixed hard drive on the device shall be non-destructively sanitized to the greatest extent possible without negatively impacting system operation. Selective clearing down to patient data folder level is recommended using VA approved and validated overwriting technologies/methods/tools. Applicable media sanitization specifications need to be pre-approved and described in the purchase order or contract.

5.3.4.4.3.A statement needs to be signed by the Director (System Owner) that states that the drive could not be removed and that (a) and

(b) controls above are in place and completed. The Information Security Officer (ISO) needs to maintain the documentation.

5.3.5.See Attachment D-VA Handbook 6500.6, for additional IT terms and conditions that shall apply to this contract.

5.4.Training

5.4.1. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems:

5.4.1.1. Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix D relating to access to VA information and information systems;

Please see Attachment D–VA Handbook 6500.6, Appendix D–Contractor Rules of Behavior.

5.4.1.2. Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training;

5.4.1.3. Successfully complete the appropriate VA privacy training and annually complete required privacy training; and

5.4.1.4. Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document – e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training Requirements.]

5.4.2. The contractor shall provide to the contracting officer and/or the VA POC a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required.

5.4.3. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and documents are complete.