Statement of Work .pdf

SECTION C – PERFORMANCE WORK STATEMENT

Indian Health Services (IHS) Enterprise Computerized Maintenance Management System (CMMS) System Implementation for Office of Environmental Health and

Engineering (OEHE)

C.1 BACKGROUND

The Indian Health Service (IHS), an agency within the Department of Health and Human Services, is responsible for providing federal health services to American Indians and Alaska Natives. The IHS is the principal federal health care provider and health advocate for Indian people, and its goal is to raise their health status to the highest possible level. The IHS provides a comprehensive health service delivery system for American Indians and Alaska Natives.

IHS services are administered through a system of 12 Area offices and 170 IHS and tribally managed service units.

The mission of the Office of Environmental Health and Engineering (OEHE) aims to provide and operate safe buildings and patient care equipment for the delivery of health care services to Native American Indians and Alaska Natives. A Computerized Maintenance Management System (CMMS) provides innovative ways to improve health care delivery and quality, record preventive and unscheduled maintenance activities, enhance asset tracking, increase staff mobility, and modernize administrative functions for both facility and biomedical device management to meet accreditation. An existing CMMS (Nuvolo) is currently deployed within the agency as an enterprise-level solution, providing a single, standardized solution for all IHS employees to utilize per national requirements.

OEHE invites prospective offerors to provide information on a proposed approach to continue technical support to the existing Nuvolo CMMS along with software enhancements and training, including related functions, tools, and services. All responses must conform to the requirements and instructions outlined in this document.

C.2 OBJECTIVES

The objective is to obtain support services for the current, off-premises IHS Nuvolo CMMS platform to maintain the system’s functionality and suitability for IHS’ needs. Services include, but are not limited to, annual software upgrades, troubleshooting of incidents, and system customization and enhancement within the IHS’ Development, Test, and Production cloud servers. Support services must be provided by a Nuvolo-certified service partner to ensure all guides, tools, and resources from Nuvolo are available and accessible to supply the IHS with a complete and informed user experience.

Provided services shall also be aligned with CMMS healthcare industry best practices and provide the flexibility necessary to enable improvements and address agency initiatives in facility and biomedical operational and service management processes, and provide a model that supports a healthcare organization by:

• Improving facility and biomedical service delivery consistency, quality and responsiveness.

• Improving visibility and collaboration across facility, biomedical, and IT support tiers.

• Providing reports and analytics for facilities and biomedical teams to track and communicate the value and support efforts they provide.

• Providing and supporting mobile application functionality via iPads, Microsoft, or Android devices with offline capability and synchronization when connectivity is available.

• Meeting statutory requirements of the Centers for Medicare & Medicaid Services (CMS) Conditions of Participation (42 USC), the Food, Drug and Cosmetic Act (21 USC), and others.

• Incorporating accreditation standards of various entities such as The Joint Commission (TJC), DNV-GL Healthcare, Accreditation Association for Ambulatory Health Care (AAAHC), and others.

• Incorporating various maintenance standards/codes such as NFPA 99, NFPA 101, AAMI/ANSI EQ56, IEC 60601, and others

C.3 SCOPE

The Contractor shall furnish all labor, materials, supplies, equipment, and services necessary to perform the following tasks:

C3.1.1 Task 1 – Software as a Service (SaaS) Support – Base Year

As part of this task, the Contractor shall:

• Provide annual maintenance for the Nuvolo Connected Workplace CMMS hosted on a

ServiceNow cloud platform

• Provide and push regular software upgrades and updates to maintain operability and compatibility with concurrent software versions

• Provide customization, application management, and enhancement services for any determined agency requirements that fall outside standard software configurations

• Provide end-user training and materials to IHS personnel as needed for major upgrades and customizations

• Enable, configure, test, and implement third-party software and module integrations as needed to enhance platform functions (e.g. test, measurement, and diagnostic equipment (TMDE), recall and alert management, geographic information systems (GIS), cybersecurity configuration management, incident reporting and response, etc.)

• Assist with the incorporation of additional IHS support groups, locations, and equipment into the existing platform as needed

• Provide troubleshooting services to IHS staff for issues with platform functionality and configurations

• Provide and push urgent/ad-hoc software update packages as needed to maintain platform functionality and meet agency needs and priorities

• Conduct on-site visits as needed for user training, project needs alignment, exploratory research, etc.

C3.1.2 Task 2 – Project Management The Contractor shall provide a Project Manager (PM) and Solutions Architect (SA) in support of providing both administrative and technical oversight for the duration of the project.

The contractor’s PM shall have resources and authority to ensure efficient and timely program execution and shall be the focal point within the contractor's activity for all required program tasks. The PM shall be the primary contact through which communications, work assignments, and technical directions flow between the Government and the Contractor. The Contractor shall assign a designated representative to act in the absence of the PM. The PM, or designated representative shall provide technical and functional support required for the project management of this PWS including:

• Quality Assurance

• Progress/status reporting

• Schedule development, integration, and status reporting

• Risk identification/handling/mitigation strategy

• Project Reviews

The contractor’s SA will provide technical guidance to IHS during the course of the project in the following four (4) key areas:

• Technical Best Practices

• Architecture Oversight

• Technical Roadmap

• Technical Quality Assurance

C3.1.3 Task 3 – Training As part of this task, and when it is deemed needed by IHS to accompany major platform changes and enhancements, the Contractor shall:

• Develop training materials (such as presentation slides and handouts, video recordings, example scenarios/exercises, etc.) to utilize in classroom/in-person, webinar/virtual, and on-demand training sessions for IHS personnel. These training materials may be developed with the assistance of IHS CMMS SMEs, and materials shall be reviewed by IHS personnel for content and proposed adult-education delivery and training methods before training sessions and recordings are conducted.

• Include the necessary training credits or conference passes for IHS personnel to attend a training event which provides training opportunities for the entire CMMS Platform and which IHS personnel may attend sessions provided by industry and government agencies which have implemented the CMMS Platform from which IHS personnel may learn of lessons learned.

• Provide training hours for online, onsite, and conference attendance. Any supplementary trainings for Area staff will be at the discretion of the Area POC, and they will consist of onsite and online trainings.

C3.1.4 Task 4 – Licensing Renewal For Option Years If option years are exercised for this contract, the Contractor shall provide Nuvolo license renewals required for continued user access. Licenses shall be valid for 12 months from the date the licenses are provided to IHS. IHS shall provide the number and type of needed licenses to the Contractor to facilitate renewal and ensure all users maintain appropriate access.

C3.1.5 Task 5 – Support Service Renewal For Option Years

If option years are exercised for this contract, the Contractor shall continue to provide Nuvolo support services as outlined in Sections C3.1.1 through C3.1.3.

C3.1.6 Task 6 – Project Assumptions IHS acknowledges that the success of the Project and the provision of services and deliverables are fully dependent upon IHS’s timely participation and cooperation. The following assumptions are related to the project scope and IHS’s current business processes as of the effective date of this PWS. Deviations from these assumptions are expected to lead to commensurate changes in the timeline and fees, such changes shall be addressed in a Task Order modification or additional Task Order.

The following are general assumptions concerning this PWS:

• IHS is responsible for providing the complete and correct definition and documentation of the business processes within scope for this Project and implementing all business process changes required to support the Project.

• Updates and version upgrades are to have a 48 hour notification to IHS Administrators.

Contractor will notify IHS Administrators of when the maintenance will occur 1 hour before implementation and notify when completed.

• IHS will work with Contractor employees to ensure they are granted appropriate access to all solution instances (such as platform administrator) through IHS OIT-mandated access and security policies. The Contractor will be required to ensure all employees who will access the solution instances complete necessary paperwork and security trainings to be granted IHS domain credentials in order to remotely connect to the instances. The Contractor will also ensure their employees will properly maintain their instance access through regular system log-ins/use so that access does not lapse.

• IHS will supply communication with users to collect all core data (locations, department, user data, chart of accounts, CI) to be imported in a supported format (CSV, CSV (tab), Excel, XML, SQL, etc) for any mass imports of new and existing data. Contractor will assist with normalization of data, but not be responsible for data modification, cleansing or alteration before, during or after importing data.

• IHS does not expect resources to support efforts outside of a normal business day. A normal business day is any eight (8) hour period between the hours of 8 a.m. and 6 p.m., Monday through Friday IHS facility local time, excluding Public Holidays.

• New Year’s Day • Labor Day

• Martin Luther King Jr.’s Birthday • Columbus Day

• Washington’s Birthday • Veterans Day

• Memorial Day

• Thanksgiving Day

• Juneteenth • Christmas Day

• Independence Day

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 a President's Proclamation

C.5 TRAVEL

If travel or Other Direct Costs (ODC) funding is identified as part of the proposal and a separate Contract Line Item Number (CLIN) established to invoice these costs, the following shall apply:

• Travel/ODC Travel shall be provided in accordance with the Joint Federal Travel

Regulations.

• Travel and incidental Other Direct Costs (ODCs) shall be on a reimbursement of cost basis.

• Travel plans and anticipated ODC expenditures (to include estimated costs) shall be pre-approved by the COR by email prior to incurring the cost. Failure to obtain pre-approval may result in rejection of the expenditure.

• The contractor shall maintain a file of all travel authorizations as provided by the COR and include copies of invoice documents submitted for travel reimbursement.

• Travel or other direct costs in excess of the CLIN funded value shall not be reimbursed.

Costs for local travel (i.e., travel within fifty (50) mile radius from the contractor’s office) shall be included in program management and shall not be reimbursed.

• Travel anticipated for Task Orders shall not exceed 10% of total professional service costs.

• Travel may be anticipated but not limited to: Albuquerque, NM; St. Michaels, AZ; Phoenix, AZ; Sacramento, CA; Bemidji, MN; Billings, MT; Nashville, TN; Aberdeen, SD;

Oklahoma City, OK; Portland, OR in support of Requirements Elicitation, Project Management, User Acceptance Testing, Training and Go- Live Support.

C.6 SECURITY REQUIREMENTS

The contractor will have access to unclassified data. The Contractor shall coordinate with IHS to ensure any necessary Non-Disclosure Agreements (NDAs) in place. All Contractor personnel supporting IHS shall be US citizens.

Contract personnel visiting any Government facility in conjunction with this contract shall be subject to the standards of conduct applicable to Government employees. Site-specific approval regarding access to sensitive materials, computer facility access, issue of security badges, etc. shall be coordinated with the COR or Area POC as required.

C.7 PLACE OF PERFORMANCE

All implementation and configuration work shall be performed by the Contractor at the Contractor’s facility. Facilities of any kind are not reimbursed as ODCs, and any ancillary charges must be identified in the proposal at the time of submission.

In some cases, space will be provided for Contractor support personnel to work at Government on-site locations. The contractor may propose work onsite at Indian Health Service Regional locations (including but not limited to: Albuquerque, NM; St. Michaels, AZ; Phoenix, AZ;

Sacramento, CA; Bemidji, MN; Billings, MT; Nashville, TN; Aberdeen, SD; Oklahoma City, OK; Portland, OR) in support of proposed Requirements Elicitation, Project Management, User

Acceptance Testing, Training and Go-Live Support.

C.8 PERIOD OF PERFORMANCE

The period of performance will be for 1 year and will begin at the date of award.

C.9 CONTRACTOR IDENTIFICATION

Contractor employees shall identify themselves as Contractor personnel by introducing themselves or requesting they be introduced as contractor personnel and display distinguishing badges or other visible identification for meetings with Government personnel. In addition, Contractor personnel shall appropriately identify themselves as Contractor employees in telephone conversations and formal and informal written correspondence.