Statement of Work.pdf

STATEMENT OF WORK (SOW)

VA Puget Sound Health Care System Queue Management System Auburn Primary Care Clinic 1005 15th Street Auburn, WA 98001

General

PURPOSE/OBJECTIVE

VA Puget Sound Health Care System requires a contractor to provide and deliver, install, and provide training for the Qmatic, or a similar Queue Management System for the new Auburn Primary Care Clinic. The Queue Management System is used in medical clinics to improve patient flow, reduce wait times, and enhance overall patient experience. It helps streamline the patient journey by providing tools for appointment scheduling, virtual queuing, and real-time communication, ultimately leading to a more efficient and pleasant experience for both patients and staff.

The medical facility is scheduled to open on May 1, 2026. The contractor will be required to supply these items in accordance with this statement of work and in a cost effective, efficient, and safe manner, while in accordance with the VA Mission.

BACKGROUND: VA Puget Sound Health Care System requires a contractor to provide and deliver Queue Management System for the medical facility. The Queue Management System The contractor will be required to supply these items in accordance with this statement of work and in a cost-effective, efficient, and safe manner, while in accordance with the VA Mission.

LOCATION:

The Queue Management System are to be delivered to American Lake Warehouse, 9600 Veterans Dr., SW BLDG #143, Tacoma, WA 98493

DELIVERY TIMES (PERIOD OF PERFORMANCE): The VA requires the contractor to deliver the products April 6-10, 2026.

SCOPE: A Puget Sound Health Care System requires a contractor to provide products that meet or exceed the physical, functional, and performance of the listed salient characteristics in the following sections. The equipment features are essential to the technical requirements to meet the VA’s needs. The VA’s needs assessment identified the type of products and components listed below as a suitable solution to fill the gap. However, these are only used as a guide and the VA’s basic, salient characteristics and critical minimum requirements define the type of product that is needed to ensure the Purpose of this SOW is satisfied.

OEM part numbers/references, in the salient characteristic’s sections are used as a basis of design and are provided as a means to convey the minimum standard characteristics.

Critical Minimum Requirements

Contractor must provide the following critical minimum requirements as part of the product and assembly.

Security

1) Data Protection: The system needs robust security measures to protect sensitive customer data, ensuring compliance with privacy regulations like General Data Protection Regulation (GDPR).

2) Access Control: Limiting access to the system based on user roles and permissions is essential to prevent unauthorized access and data breaches.

3) Encryption: Implementing encryption for data transmission and storage helps safeguard information from potential interception or theft.

Scalability and Integration

1) Scalability: The system must be able to handle increased customer volume and service demands as the business grows.

2) Integration: The ability to integrate with other systems (like CRM, appointment scheduling, or analytics platforms) is crucial for a seamless customer journey.

3) API Accessibility: Having robust APIs allows for easy integration with third-party applications and services.

Data Collection and Analysis:

1) Comprehensive Data: The system must collect data at various customer touchpoints (e.g., check-in, service, feedback).

2) Reporting and Analytics: Generating insightful reports on key metrics like wait times, service times, and staff performance helps in identifying areas for improvement.

3) Real-Time Monitoring: Having real-time monitoring capabilities enables quick responses to any issues or bottlenecks.

Functionality and User Experience:

1) Continuously monitoring the system's performance and reviewing the effectiveness of risk controls is essential for ongoing improvement.

2) By addressing these factors, organizations can minimize risks associated with implementing and using a Qmatic system, ensuring a smooth and efficient queuing experience for customers and staff.

Other Requirements: Contractor provided equipment must be compatible with the Qmatic Queue Management System

Contractor is required to provide the following requirements as part of the product and assembly.

Performance Monitoring: Queue Management System Key features and benefits of Qmatic performance monitoring.

1) Real-time dashboards: Dynamic dashboards provide instant access to key metrics like average wait times, number of customers waiting, and service times.

2) Customizable KPIs: Users can track metrics tailored to their specific needs, including customizable Service Level Agreements (SLAs).

3) Detailed reports and analytics: Qmatic generates reports on wait times, transaction times, no-shows, customer feedback, staff performance, and overall efficiency.

4) Resource management insights: Gain a comprehensive overview of resource availability (staff, rooms, equipment) and utilization for optimal allocation.

5) Data-driven decision making: Leverage data to identify bottlenecks, improve operational processes, and optimize staff workloads.

6) Improved customer experience: By monitoring and analyzing performance data, organizations can identify areas for improvement and enhance the overall customer journey.

7) Qmatic Data Connect: This feature allows users to connect Qmatic data with their existing Business Intelligence tools for deeper analysis and customized reporting, according to Qmatic.

8) Proactive monitoring and support: Qmatic's support team continuously monitors hardware and proactively resolves issues, minimizing downtime.

9) Remote management and updates: Qmatic Device Management (QDM) enables remote management of Qmatic hardware, including software and security updates, and remote support for optimized performance.

SALIENT CHARACTERISTICS: Contractor must provide the following products at the location outlined in this SOW.

ITEM # PART # DESCRIPTION/PART # QTY

1 10115682 Software, Media Display 2 2 10115683 Software, Digitial Signage 1 3 10115901 Software, O7 Kiosk 1 4 10115400 Hardware, SW Hub Base

License

5 10216100 Hardware, Qmatic hub 1 6 10115403 Hardware, SW hub media player license

7 Q30010100 Hardware, Check-in Kiosk 22" Floor Stand

8 Q30020036 Hardware, Kiosk 22" Floor Install pack

9 Q30010222 Hardware, Waiting Area Display 55", Gen 6

10 Q30020002 Hardware, Display 32 - 55Waiting Area Display 55", Gen 6 Wall Tilt/Sw

11 10999112 Implementation Services, Travel expenses

12 10999103 Implementation Services, System Analyst

13 10999817 Implementation Services, Project Management

14 10999127 Implementation Services, Installation

15 10999818 Implementation Services, Training

16 99900013 Local Items, 4 - Port ethernet switch

17 99900564 Local Items, Bogen 35 Watt Mixed Amplifier - Classic

Series UL/CSA

18 99900565 Local Items, Control 12C/T compact ceiling speaker

19 99900546 Local Items, Cat5e Cable - 300' Box

20 10999614 Qmatic Care, Care Orchestra 7 Standard

21 10999841 Qmatic Care, Care Hardware Support

ASSEMBLY AND TRAINING:

Contractor must provide product assembly and training as part of this contract.

Delivery, assembly, and training, must be coordinated with the local COR. This training shall include hands-on product use and be extensive enough to prepare participants to train others. Dates must be coordinated with facility and COR.

Manuals: Contractor shall provide electronic, digital copies of the user manuals and repair manuals for each different product under this order or contract, at no additional cost to the government.

DELIVERY:

Delivery and receipt of the proposed items are anticipated to be directed to the location identified in this SOW. Confirmation of delivery location will be provided by the VA POC/COR. Delivery must be coordinated with VA POC/COR before any delivery attempts. Any item that has not been coordinated will be turned away and any additional charges will be the responsibility of the sender/transportation company.

INSPECTION:

Inspection and Acceptance of Products: The Government reserves the right to inspect and test products in accordance with this SOW and the Contract. The only individual authorized to officially accept products is the VA POC/COR. While inspection of products may be delegated by the POC/COR and a shared responsibility with departmental management staff, the POC/COR is ultimately the only authorized individual to approve and accept products on behalf of the VA.

WARRANTY OF EQUIPMENT: Contractor must provide a warranty per the Specifications in this SOW. The warranty must meet or exceed standard manufacturer industry warranty terms. The government does not accept an extended warranty, which requires advance payment.

STANDARD BUSINESS HOURS AND FEDERAL HOLIDAYS

Hours: Normal duty hours are 8:00 a.m. through 4:00 p.m. CST, Monday through Friday, not including federal holidays. Whenever contact with a facility is required outside of normal duty hours, the Contractor shall coordinate these times with the designated COR.

In accordance with 5 U.S.C. 6103, Executive Order 11582, and Public Law 94-97, the following national holidays are observed and for the purpose of this contract are defined as “Legal Federal official holidays.”

New Year’s Day January 1st

Martin Luther King’s Birthday Third Monday in January

President’s Day Last Monday in February

Memorial Day Last Monday in May

Juneteenth June 19th

Independence Day July 4th

Labor Day First Monday in September

Columbus Day Second Monday in October

Veteran’s Day November 11th

Thanksgiving Day Fourth Thursday in November

Christmas Day December 25th

In addition to the days designated as holidays, the Government observes the following days:

• Any other day designated by Federal Statute

• Any other day designated by Executive Order

• Any other day designated by the President of the United States to be a Federal Holiday.

Medical Center Policies

Each VA Medical Center has policies that are updated from time to time. The COR can provide more detailed information to the contractor of these upon commencement of the contract and throughout the term of the contract, as needed, especially policies regarding parking, possession of weapons, cell phone use and photography as well as smoking on VA property. Violations of such policies may result in individual fines or citation answerable in the United States (Federal) District Court.

SAFETY AND COMPLIANCE:

The Contractor must perform services and ensure equipment functions in accordance with:

a) Local, state, and federal Occupational Safety and Health guidelines and legislation, to include Occupational Safety and Health Administration (OSHA), the American National Standards Institute (ANSI) safety guidelines.

b) Local, state, and federal guidelines and legislation, as well as VA Health Care System Directives and guidelines relating to chemicals and usage of chemicals, to include pesticides.

c) Local, state, and federal Fire and Safety legislation and guidelines, to include VA Health Care System directives and legislation on Fire and Safety, as well as the latest published edition of NFPA-99 (Health Care Facilities Code).

d) Local and state environmental laws as well as Environmental Protection Agency (EPA) regulations.

Authority of the COR:

The Contracting Officer is the only person authorized to approve changes in any of the requirements of this contract. In the event the Contractor affects any changes at the direction of any person other than the Contracting Officer, the changes will be considered to have been made without authority, and no adjustment will be made in the contract price or schedule to cover any increase in costs incurred as a result thereof. The Contracting Officer shall be the only individual authorized to accept nonconforming work, waive any requirement of the contract, and/or modify any term or condition of the contract. The Contracting Officer is the only individual who can legally obligate

Government funds. No costs chargeable to the proposed contract can be incurred before receipt of a fully executed contract or specific authorization from the Contracting Officer. Any invoicing or charges resulting from unauthorized service will not be paid by the government.

LIABILITIES AND INSURANCES

Protection from Damage

Contractor shall provide all labor, materials, and equipment necessary for protection of VAMC personnel, furnishings, equipment and buildings from damage, and shall replace or repair any damage due to work performed under this contract equal to its original construction and finish.

Liability Insurance

Contractor must provide the COR and the CO with written confirmation that Contractor has adequate insurance protection against negligent work and other forms of liability.

SECURITY:

Contract Personnel Security

Contractor must check in and out with POC/COR when entering the VA and must be escorted while on VA premises.