Atch 1 - Statement of Work.pdf

PHOENIX AREA INDIAN HEALTH SERVICE

Digital Fax Solution

Statement of Work

Prepared by:

Phoenix Area Office

40 N Central, Suite 605

Phoenix, Arizona 85004

March 26, 2025

Vision Statement

Optimize and modernize workflows and business process by implementing a digital fax solution for the Indian Health Service.

1 Introduction

The Indian Health Service (IHS) uses secure information technology (IT) to improve health care quality, enhance access to specialty care, reduce medical errors, and modernize administrative functions consistent with the Department of Health and Human Services (HHS) enterprise initiatives. The Indian Health Service (IHS) Department of Information Resource Management (DIRM), Phoenix Area Office, is responsible for maintaining the IHS Enterprise Architecture (EA), established to improve the effectiveness of the business processes, data, resources, services, systems and technology that support IHS mission and goals. Currently we are looking to modernize our business practices by implementing a digital FAX solution throughout our facilities located within the Southwest region of IHS. In order to better service our communities, IHS is looking digitize our faxing capabilities to enhance our ability to respond communications and reduce costs and paper waste.

1.1 Mission

We are working to reduce costs and overhead produced by contracts with multiple vendors by consolidating our Fax capabilities into a single digital solution.

1.2 Background

IHS Phoenix Area is comprised of eleven regional areas referred to as service units. Service units are located across central Arizona, northern Nevada and Northwestern Utah. The facilities range from small ambulatory care clinics to full service hospitals. Each service unit has a variety of different model fax machines and service contracts to maintain those systems.

1.3 Scope

This project aims to implement a FAX server solution in our data center. The server shall tie into our current infrastructure and give our users in the Service Units enhanced faxing capabilities.

The FAX solution will service the entire Phoenix area, other requirements for the system are outlined in section 3.

2 General Requirements

2.1 Non-Personal Services

The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Procuring Contracting Officer (PCO) immediately.

2.2 Business Relations

The contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.

2.4 Subcontract Management

The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the Procuring Contracting Officer (PCO) or Contracting Officer Representative (COR). Cross teaming may be permitted.

2.5 Contractor Personnel, Disciplines, and Specialties

The contractor shall accomplish the assigned work by employing and utilizing qualified personnel with appropriate combinations of education, training, and experience. The contractor shall match personnel skills to the work or task with a minimum of under/over employment of resources.

The Contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

2.6 Location and Hours of Work

Accomplishment of the results contained in this SOW requires work at Phoenix Area Indian Health Service, 40 North Central Ave #605, Phoenix AZ 85004 and at various contractor, subcontractor, and Government facilities (mainly in the continental United States). Normal workdays are Monday through Friday except US Federal Holidays. Workers typically work eight

(8) hours per day, 40 hours per week. Flextime workers start not earlier than 0600 and not later than 0900. Core hours of work are from 0900 to 1500 daily. All employees are expected to be available during core hours.

3 Performance Requirements

3.1 Provide and install digital fax solution for within Indian Health Center's datacenters.

Performance Standards

a) Standard: software must be secure and access is encrypted AQL: Information Security Management ISO 27001 Certified and fully compliant with HIPAA.

b) Standard: System must integrate with multiple platforms AQL: Microsoft Teams, Office 365, Cisco Webex, All standard web browsers, and Microsoft Outlook.

c) Standard: Solution must provide scheduled reports for analysis and improvements.

AQL: Busy channels, Volume analysis, Fax details with grouping features. Export formats must include XLS, Word, and PDF formats.

d) Standard: Cisco Call manager integration required AQL: Must support SIP enabled PBX and On-premises call manager.

e) Standard: Solution must be scalable and support high availability AQL: distribute across multiple nodes, no fax loss during transmissions with no service interruptions

f) Standard: Centrally located system within IHS network AQL: Must be able service multiple hospitals/clinics throughout the southwest region: Phoenix Area Office, White River Indian Hospital, Phoenix Indian Medical Center, Desert Visions Treatment Center, Nevada Skies Treatment Center, Elko Service Unit, Parker Indian Health Center, Fort Yuma Health Center, Fort Duchesne Health Center, and related satellite offices.

Deliverables A001 Digital Fax System

3.1.1 Implement and configure digital fax solution for 1350 fax transmissions on average sent per day.

Performance Standards

a) Standard: average number of pages per fax AQL: 3 Pagers per transmission

b) Standard: Must support multiple file types

AQL: PDF, DOC, DOCX, XLS, XLSX, RTF, BMP, JPG, JPEG, GIFF, TIFF

c) Standard: Must be able to send from a Windows PC, any program that allows printing documents.

AQL: Includes cover page, recipient from local address book, and ability to send notification about fax transmission.

d) Standard: Ability to send fax transmissions via web portal AQL: Must be able to send a fax through solutions web portal, including cover page and adding attachments.

e) Standard: Ability to see sent fax through web portal outbox AQL: Re-downloadable transmissions as PDF or TIFF, resume failed transactions, and forward sent fax to another recipient.

3.1.2 Implement and configure digital fax solution for 800 fax transmissions received per day.

Performance Standards

a) Standard: Average number of pages per fax AQL: 2 pages per transmission

b) Standard: Printer-User association: must be able to associate different user per fax number AQL: Must support USB connected printers and printers on a printer server

c) Standard: Must be able to receive fax via email in multiple formats.

AQL: PDF and TIFF formats

d) Standard: Ability to check received fax through web portal AQL: Content can be downloadable as PDF or TIFF, and have the capability to be forwarded to another recipient.

4.1 Security and Safety

Contractor will adhere to all federal and tribal laws while working on location. While on location, contractor will respect any safety precautions put forth to prevent and reduce spreading the Covid-19 virus.

4.1.1 Security

Contractor working within IHS Federal Government network will be required to complete Information System Security Awareness training.

https://www.ihs.gov/issa/

Contractor shall provide a background check before accessing Indian Health Service’s information systems.

4.1.2 Safety

Contractor Compliance: The contractor and its subcontractors shall comply with Public Law 91- 596 (Occupational Safety and Health Act (OSHA)) and the Environmental, Safety, and Occupational Health (ESOH) (DODD 4715.1E). These requirements shall be incorporated into the contractor's safety and health program. The Department of Defense (DoD) participates in the OSHA Voluntary Protection Program (VPP). Contractor personnel performing services on a DoD installation shall participate in the local VPP. Information on the VPP is available at http://www.osha.gov/dcsp/vpp/index.html.

Mishap Notification and Investigation: The contractor and its subcontractors (if applicable) shall promptly report pertinent facts regarding mishaps involving Government property damage or injury to Government personnel and to cooperate in any resulting safety investigation. The contractor shall notify (via telephone) the cognizant contracting officer, the contracting officer's representative, and/or other applicable members within four (4) hours of all mishaps or incidents. The Government person notified by the contractor will in-turn notify the Safety office. Contractor notifications made after duty hours shall be reported to the appropriate installation Command Post. If requested by the cognizant contracting officer, the contracting officer's representative, and/or the cognizant program manager, the contractor shall immediately secure the mishap scene/damaged property and impound pertinent maintenance and training records until released by the investigating safety office. If the Government investigates the mishap, the contractor and the subcontractors shall cooperate fully and assist the Government personnel until the investigation is completed.

Section 508 And Accessibility

• This product must conform to the Revised Section 508 (https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines) and WCAG 2.0 Level AA standards as outlined below.

• Solicitations for supplies and services shall require the submission of a Section 508 Product Assessment Template. The template can be found at https://www.itic.org/policy/accessibility/vpat.

http://www.osha.gov/dcsp/vpp/index.html https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.itic.org/policy/accessibility/vpat__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTRAtzuaw$

352.239-73 Electronic Information and Technology Accessibility Notice.

(a) As prescribed in HHSAR 339.203-70(a), the Contracting Officer shall insert the following provision:

Electronic and Information Technology Accessibility Notice (December 18, 2015)

(a) Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), as amended by the Workforce Investment Act of 1998 and the Architectural and Transportation Barriers Compliance Board Electronic and Information (EIT) Accessibility Standards (36 CFR part 1194), require that when Federal agencies develop, procure, maintain, or use electronic and information technology, Federal employees with disabilities have access to and use of information and data that is comparable to the access and use by Federal employees who are not individuals with disabilities, unless an undue burden would be imposed on the agency. Section 508 also requires that individuals with disabilities, who are members of the public seeking information or services from a Federal agency, have access to and use of information and data that is comparable to that provided to the public who are not individuals with disabilities, unless an undue burden would be imposed on the agency.

(b) Accordingly, any offeror responding to this solicitation must comply with established HHS EIT accessibility standards. Information about Section 508 is available at http://www.hhs.gov/web/508. The complete text of the Section 508 Final Provisions can be accessed at http://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards.

(c) The Section 508 accessibility standards applicable to this solicitation are stated in the clause at 352.239-74, Electronic and Information Technology Accessibility.

In order to facilitate the Government’s determination whether proposed EIT supplies meet applicable Section 508 accessibility standards, offerors must submit an HHS Section 508 Product Assessment Template, in accordance with its completion instructions. The purpose of the template is to assist HHS acquisition and program officials in determining whether proposed EIT supplies conform to applicable Section 508 accessibility standards. The template allows offerors or developers to self-evaluate their supplies and document—in detail—whether they conform to a specific Section 508 accessibility standard, and any underway remediation efforts addressing conformance issues. Instructions for preparing the HHS Section 508 Evaluation Template are available under Section 508 policy on the HHS website http://www.hhs.gov/web/508.

In order to facilitate the Government’s determination whether proposed EIT services meet applicable Section 508 accessibility standards, offerors must provide enough information to assist the Government in determining that the EIT services conform to Section 508 accessibility standards, including any underway remediation efforts addressing conformance issues.

(d) Respondents to this solicitation must identify any exception to Section 508 requirements. If a offeror claims its supplies or services meet applicable Section 508 accessibility standards, and it is later determined by the Government, i.e., after award of a contract or order, that supplies or services delivered do not conform to the described accessibility standards, remediation of the supplies or services to the level of conformance specified in the contract will be the responsibility of the Contractor at its expense.

Standards

The included standards that must be met for this contract are taken from the following two resources. Compliance with these standards is mandatory for Federal agencies subject to Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

• Section 508 Standards and Guidelines: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines

• Web Content Accessibility Guidelines (WCAG) 2.0: https://www.w3.org/TR/WCAG20/ https://urldefense.us/v3/__http:/www.hhs.gov/web/508__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFRkTV2lYg$ https://urldefense.us/v3/__http:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFQmqPVFTw$ https://urldefense.us/v3/__http:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFQmqPVFTw$ https://urldefense.us/v3/__http:/www.hhs.gov/web/508__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFRkTV2lYg$ https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFTamDrzig$ https://urldefense.us/v3/__https:/www.w3.org/TR/WCAG20/__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFREY2RJiA$

Electronic content must be accessible to HHS acceptance criteria

Checklist for various formats are available at http://508.hhs.gov, or from the IHS Section 508 Coordinator listed at https://www.hhs.gov/web/section-508/additional-resources/section-508-contacts/index.html, (email:

IHSSection508@ihs.gov). Materials that are final items for delivery should be accompanied by the appropriate checklist, except upon approval of the Contracting Officer or Representative.

Electronic Content Accessibility - Web Based

• 602 Support Documentation

• 603 Support Services

• All WCAG A & AA Success Criteria

Electronic Content Accessibility - Non-Web Based

• 602 Support Documentation

• 603 Support Services

• All WCAG A & AA Success Criteria apply except:

o 2.4.1 Bypass Blocks o 2.4.5 Multiple Ways o 3.2.3 Consistent Navigation o 3.2.4 Consistent Identification

Software Accessibility - Web Based

• All WCAG A & AA Success Criteria

• 502 Interoperability with Assistive Technology

• 503 Application

• 602 Support Documentation

• 603 Support Services

• 302 All Functional Performance Criteria - Note: Applies when Chapter 5 does not address one or more functions of ICT (E204), or when an agency invokes "equivalent facilitation" (E101.2)

Support Documentation Accessibility

• E602.1 General - Documentation that supports the use of ICT shall conform to 602.

• E602.2 Accessibility and Compatibility Features - Documentation shall list and explain how to use the accessibility and compatibility features required by Chapters 4 and 5. Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

• E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

• E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

• E602.3 Electronic Support Documentation - Documentation in electronic format, including Web-based self-service support, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

• E602.4 Alternate Formats for Non-Electronic Support Documentation - Where support documentation is only provided in non-electronic formats, alternate formats usable by individuals with disabilities shall be provided upon request.

• E603.1 General - ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

• E603.2 Information on Accessibility and Compatibility Features - ICT support services shall include information on the accessibility and compatibility features required by 602.2.

https://urldefense.us/v3/__http:/508.hhs.gov/__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFRmMghxaQ$ https://urldefense.us/v3/__https:/www.hhs.gov/web/section-508/additional-resources/section-508-contacts/index.html__;!!Og_tST9LxTiQE1I!oFBOPz-EAqvvCRIkE_KpaXTyOZkclEKe01ZU8hNSftnhhEcL7_XdK237CKK20u_DUmj5TgpRfXQX4fwv2HC4LPMakFQ0RjJhMA$ mailto:IHSSection508@ihs.gov

• E603.3 Accommodation of Communication Needs - Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

• WCAG – All WCAG 2.0 A & AA Success Criteria

EXCEPTION:

o Non-Web documents shall not be required to conform to the following four WCAG 2.0 Success Criteria: 2.4.1 Bypass Blocks, 2.4.5 Multiple Ways, 3.2.3 Consistent Navigation, and 3.2.4 Consistent Identification.

o E205.4.1 Word Substitution when Applying WCAG to Non-Web Documents. For non- Web documents, wherever the term "Web page" or "page" appears in WCAG 2.0 Level A and AA Success Criteria and Conformance Requirements, the term "document" shall be substituted for the terms "Web page" and "page". In addition, in Success Criterion in 1.4.2, the phrase "in a document" shall be substituted for the phrase "on a Web page".

• Appendix A – Section 508 of the Rehabilitation Act: Application and Scoping Requirements o E208 Support Documentation and Services

• Appendix C – Functional Performance Criteria and Technical Requirements o 302 - Functional Performance Criteria o 602 – Support Documentation o 603 – Support Services

Functional Performance Criteria

• 301.1 Scope - The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

• 302.1 Without Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

• 302.2 With Limited Vision - Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

• 302.3 Without Perception of Color - Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

• 302.4 Without Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

• 302.5 With Limited Hearing - Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

• 302.6 Without Speech - Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

• 302.7 With Limited Manipulation - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

• 302.8 With Limited Reach and Strength - Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

• 302.9 With Limited Language, Cognitive, and Learning Abilities - ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.

5 Deliverables The contractor shall provide deliverables as described in subsequent task orders. Deliverables shall be specified by the government. Format and delivery schedule for deliverables shall be outlined in CDRLs and/or other means TBD.

Number Name Frequency Quantity

A001 Digital Fax System 1