Statement of Work ESS-Nurse Call.pdf

STATEMENT OF WORK

FOR ESS AND NURSE-CALL SYSTEMS

1. INTRODUCTION

The purpose of this requirement is to provide service and support, for both quarterly preventative maintenance and on-call repair service for the installed electronic security system (ESS) and call bell (Nurse-Call) system to include Access Control and CCTV.

1.1 BACKGROUND

The facility currently has proximity locks, DVR, and silent duress alarms installed and synced to WIN-PAK PE Release 3.2 Build 670.16; quarterly maintenance and on-call emergency support for malfunctioning software and hardware is required to keep the electronic security system operational.

The facility currently has call bells installed; quarterly maintenance and on-call emergency support for malfunctioning software and hardware is required to keep the call bell system functional.

1.2 SCOPE

The scope of this requirement is to provide support, maintenance, and on-call repair service for the installed electronic security system (WINPAK) and call bell system (Nurse-Call) to include Access Control, and CCTV.

The contractor shall provide a technician certified in both systems to perform quarterly preventative maintenance and testing as required and recommended by the manufacturers.

Contractor will, at every quarterly maintenance, check whether staff members have experienced any problems with system (POC will be the Deputy Chief Information Officer or Information Management Leading Petty Officer). Contractor shall check the main and stand-by power supplies; check operation of all peripherals; do a visual inspection of all installed hardware for mechanical damage and wear; check communications with all controllers and reset error logs; check all software for required updates and patches; perform any available firmware updates; backup historic data and database (customer will be responsible for storing logs in a safe location); provide any adjustments needed to system software and hardware; provide answers to any questions and queries customer has; complete maintenance report and discuss the work conducted with client; and will ensure client is confident and comfortable with routine administration of system.

NURSE CALL SYSTEM:

The components and computers that make up the West-Call Nevus nurse call system at the Naval Hospital should be inspected and tested regularly to ensure optimal performance. The following items should be included in the system assessment:

DEVICES – Patient Stations, Emergency Pull Cord/Push Button, Code Blue, Olj, Master Phone Plate, etc.

• Visually inspect all devices for any damage or impaired physical condition, including membrane scratches, tears, punctures, peeling from the bezel, cracks, or holes. Check plastic bezels for cracks, loose mounting screws, or other damage/anomalies. Replace and/or repair as needed.

• Inspect pillow speaker or call cord connections to patient stations for damage.

• Inspect bed connector receptacles for any signs of physical damage, especially to the pins.

• Test each device by pushing each call button, pulling each pull cord, or otherwise activating any device that places an alert on the system. Confirm the following functions:

o Illumination of the device's Call Assurance LED o Any associated dome light(s) and/or auxiliary signaling device(s) (duty station, zone light) are activated/illuminated properly for the alert type.

o Proper alert type ("Routine", "Staff Emergency", etc.) is displayed and/or annunciated on the proper display terminal/monitor or other annunciating device.

o Proper cancellation of alert on the associated display terminal/annunciation device, dome light, auxiliary signaling device, and originating device (all lights extinguished) after alert cancellation.

• Test audio to a sampling of audio devices from the nurse station handset.

• Ensure proper cleanliness of all devices if applicable. Use only approved cleaning solutions for the devices.

• Contractor shall have replacement parts readily available.

• Broken/unserviceable devices shall be fixed within 24 hours of notification/identification.

NURSE CALL CENTRAL EQUIPMENT - Controller & Audio Boards, Switch, Power Supply, etc.

• Inspect controller boards within terminal enclosure(s) to ensure no physical damage to any connector or cables.

• Inspect the associated network switches and all connected CAT-5 cables for signs of physical damage, loose connections, or poor-quality CAT-5 terminations.

• Inspect all controller power supply modules for loose/damaged wire termination and terminal can door fan operation (if applicable). Ensure ambient temperature does not exceed 90°F in associated room/closet.

• Test all Uninterruptable Power Supply (UPS) devices associated with nurse call system components. Testing procedures will vary by manufacturer. Consult the UPS documentation for proper testing procedures.

COMPUTERS - Server, Master Nurse Station , etc.

• Test Code Blue or other bulk notification systems to ensure alerts go to the proper group or centralized reporting location.

SERVER COMPUTER

• Make a regular backup of the Data folder and any other nurse call system folders such as "TQIData" on any server computer. This will ensure safekeeping of all server application configuration files and data folders. Store the external backup in a safe place which is easily accessible to anyone responsible for repair/maintenance of the nurse call system. This backup can be used to restore settings in the event of a PC issue.

• Inspect "Log" folders of each software application for excessive file accumulation;

delete files as needed. Ensure that the file purge process is operating properly to avoid consuming computer drive space.

• Check the "Free Space" of the associated hard disk drive(s). Remove excessive volumes of files to ensure ample drive storage space.

• Reboot the computer to 'refresh' important functions of the PC's operating system.

NURSE STATION COMPUTER:

• Make regular backups to an external drive to ensure safe possession of all related files, utilities and applications. This backup can be used to restore settings in the event of a PC issue.

• Check the "Free Space" of the associated hard disk drive(s). Remove excessive volumes of files to ensure ample drive storage space.

• Check 'Staff and 'Patients' rosters in FocusCare for unneeded data. Remove as necessary. (This work to be performed with designated USNH System/Ward Nurse Call Administrator.)

• Reboot the computer to 'refresh' important functions of the PC's operating system.

DO NOT power the PC off at the power button.

• Inspect the CAT-5 network cable on all computers. The RJ45 connector should be locked into place within the receptacle on both ends (PC and wall plate/network switch/etc.), and there should be no damage to the cable body, such as kinks, tears/nicks in the jacket, exposed wires, excessive strain on the cable, etc.

Service Level Agreement (SLA):

The contractor shall provide 24 hour helpdesk/maintenance:

SLA: scale below.

• Priority 1- Urgent- Onsite trouble shooting to begin within 6 hours of notification. Resolution and/or Plan of Action for issue resolution within 12 hours.

• Priority 2-High- Resolution and/or Plan of Action for issue resolution within 24 hours of notification

• Priority 3-Medium- Resolution and/or Plan of Action for issue resolution within 3 days of notification.

• Priority 4 Low- Resolution and/or Plan of Action for issue resolution within 5 days of notification.

2. QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP)

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance.

The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved.

Performance Objective Scope of Work Para Performance Threshold Services.

Performs all required service and support set forth in the scope of work.

1. thru 1.2

All required services are performed and no more than two (2) customer complaints are received per quarter.

Monitoring Performance

The COR will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contractor for corrective action.

Standard

The performance standard is that the Government receives no more than two (2) customer complaint per month. The COR shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the inspection clause, FAR 52.212-4 Contract Terms and Conditions-Commercial Items, if any of the services exceed the standard.

Procedures

(a) If any Government personnel observe unacceptable services, either incomplete work or required services not being performed, they should immediately contact the COR.

(b) The COR will complete appropriate documentation to record the complaint.

(c) If the COR determines the complaint is invalid, the COR will advise the complainant. The COR will retain the annotated copy of the written complaint for his/her files.

(d) If the COR determines the complaint is valid, the COR will inform the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The COR shall determine how much time is reasonable.

(e) The COR shall, as a minimum, orally notify the Contractor of any valid complaints.

(f) If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the COR. The COR will review the matter to determine the validity of the complaint.

(g) The COR will consider complaints as resolved unless notified otherwise by the complainant.

(h) Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the COR will contact the Contracting Officer for appropriate action under the Inspection Clause.

2.1 GENERAL SITE REQUIREMENTS

The contractor shall provide an individual certified in both systems to perform quarterly preventative maintenance and testing as required and recommended by the manufacturers.

All service technicians must have base access and will check-in with IMD/OMD prior to starting service; technicians will be escorted by a member of IMD/OMD at all times while on the campus.

The contractor shall provide 24 hour helpdesk/maintenance/warranty support for all equipment installed to support in the event service or repairs are needed.

Points of Contact:

MA2 Jason Weaver Email: Jason.d.weaver14.mil@mail.mil Phone: (671) 344-9203

LT Brian Warman Email: Brian.d.warman.mil@mail.mil Phone: (671) 344-9153