STATEMENT OF WORK.docx

STATEMENT OF WORK (SOW)

IT Hardware Support Services for VistA PACS Phoenix Indian Medical Center (PIMC) Phoenix Area – Indian Health Service (IHS) U.S. Department of Health & Human Services

1.0 BACKGROUND

Phoenix Indian Medical Center (PIMC) is a tertiary referral hospital operated by the Phoenix Area Indian Health Service (IHS). PIMC provides comprehensive inpatient, outpatient, emergency, and specialty healthcare services to American Indian and Alaska Native populations throughout Arizona and the surrounding region.

PIMC operates the IHS Veterans Health Information Systems and Technology Architecture (VistA) Radiology Package integrated with a Picture Archiving and Communication System (PACS) to support diagnostic imaging services. The PACS environment supports radiology modalities including, but not limited to:

· Computed Tomography (CT)

· Magnetic Resonance Imaging (MRI)

· Digital Radiography (DR)

· Fluoroscopy

· Ultrasound

· Mammography

· Nuclear Medicine The PACS infrastructure includes enterprise servers, storage arrays, diagnostic reading workstations, clinical review stations, networking components, modality interface hardware, and supporting rack-mounted equipment located within the PIMC data center and clinical areas.

This Statement of Work defines requirements for comprehensive IT hardware support services for the PIMC VistA PACS environment to ensure continuous clinical operations.

2.0 OBJECTIVE

The objective of this requirement is to maintain high availability, reliability, performance, and regulatory compliance of hardware supporting the PIMC VistA PACS environment through preventive maintenance, corrective maintenance, emergency support, and lifecycle management services.

3.0 PLACE OF PERFORMANCE

Phoenix Indian Medical Center 4212 N. 16th Street Phoenix, Arizona 85016 Services shall be performed on-site at PIMC and remotely when authorized and compliant with IHS security requirements.

4.0 SCOPE OF WORK

The Contractor shall provide all personnel, supervision, equipment, tools, materials, transportation, and parts necessary to perform hardware support services for the PIMC VistA PACS infrastructure.

Covered hardware includes, but is not limited to:

· PACS application servers (physical hardware)

· Database servers (hardware layer only)

· Storage Area Network (SAN) / NAS devices

· RAID arrays and storage controllers

· Diagnostic radiologist reading workstations

· Clinical image review workstations

· Modality interface hardware

· DICOM routing appliances

· Network switches dedicated to PACS (if designated by PIMC OIT)

· Rack-mounted infrastructure components

· Hardware-level backup appliances supporting PACS This SOW excludes software application support unless specifically authorized in writing by the Contracting Officer (CO).

5.0 TASK REQUIREMENTS

5.1 Corrective Maintenance

The Contractor shall:

1. Diagnose and repair hardware failures impacting PACS operations.

2. Replace defective components with OEM or OEM-certified parts.

3. Coordinate warranty repairs with original manufacturers.

4. Restore affected systems to full operational status.

5. Provide root cause analysis for all critical failures.

5.2 Preventive Maintenance

The Contractor shall:

1. Perform preventive maintenance per OEM specifications.

2. Conduct firmware verification and hardware health checks (as authorized).

3. Inspect system components for signs of wear, overheating, or failure.

4. Validate redundancy configurations (power supplies, RAID, network paths).

5. Document all preventive maintenance activities.

Preventive maintenance shall be scheduled during non-peak clinical hours and coordinated with the PIMC Office of Information Technology (OIT) and Radiology Department.

5.3 Emergency Support

The Contractor shall provide 24/7/365 emergency support.

Response requirements:

· Remote Response: Within 1 hour of notification

· On-Site Response (Critical System Failure): Within 4 hours

· On-Site Response (Non-Critical): Next business day Critical failures include:

· Inability to acquire images

· Inability to retrieve or view diagnostic images

· Server or storage array failure

· PACS workstation hardware failure impacting patient care

5.4 System Availability

The Contractor shall support system uptime of at least:

99% availability, excluding scheduled maintenance windows approved by PIMC OIT.

5.5 Hardware Inventory and Lifecycle Management

The Contractor shall:

1. Maintain a current hardware asset inventory.

2. Track:

· Serial numbers

· Warranty status

· Firmware versions

· End-of-life (EOL) dates

3. Provide annual lifecycle replacement recommendations.

4. Identify hardware posing operational or security risk.

5.6 Security and Compliance

The Contractor shall comply with:

· Federal Information Security Modernization Act (FISMA)

· NIST SP 800-53 security controls (as applicable)

· HHS Information Security Policy

· IHS OIT security requirements

· HIPAA Security Rule Additional Requirements:

· All personnel must complete IHS-required cybersecurity and privacy training.

· Personnel must pass required federal background investigations prior to system access.

· No hardware modifications shall occur without written approval from PIMC OIT.

· Contractor must coordinate all firmware updates with PIMC IT Security.

6.0 HOURS OF OPERATION

Normal Business Hours:

Monday – Friday 8:00 AM – 5:00 PM (Mountain Standard Time – Arizona does not observe Daylight Saving Time) Emergency services must be available 24/7/365.

7.0 GOVERNMENT-FURNISHED PROPERTY (GFP)

The Government will provide:

· Access to PACS hardware inventory records

· Physical access to server rooms and imaging areas (escorted as required)

· System access credentials (as authorized)

· Workspace during on-site visits The Contractor shall supply all other necessary tools and equipment.

8.0 DELIVERABLES

9.0 PERFORMANCE METRICS

Performance will be monitored by the Contracting Officer’s Representative (COR) at PIMC.

10.0 PERIOD OF PERFORMANCE

Base Period: 12 months from date of award Option Periods: Four (4) additional 12-month option periods

11.0 ACCEPTANCE CRITERIA

Services will be considered acceptable when:

· Hardware is restored to operational status within required timelines

· Preventive maintenance is completed as scheduled

· Deliverables are accurate and timely

· Federal security and compliance standards are met

12.0 APPLICABLE REGULATIONS

· Federal Acquisition Regulation (FAR)

· HHS Acquisition Regulation (HHSAR)

· FISMA

· NIST SP 800-53

· HHS Information Security Policy

· IHS OIT Policy

· HIPAA Security Rule