VA CCC Training Services -DRAFT PWS.docx

DRAFT Performance Work Statement VA Health Care Connect Clinical Contact Center (CCC) Training Services

1. Introduction The Veterans Health Administration (VHA) Access Office is seeking Commercial Off-the-Shelf (COTS) instructor-led, virtual professional development training services for its VA Health Connect: VHA Clinical Contact Center (CCC). Training for mid/top level contact center employees will primarily focus on management, leadership, and strategic planning. VHA is committed to supporting its staff with effective training opportunities to increase competency, work effectiveness and leadership. All training must be applicable to the CCC environment.

VHA will select training firms, as pre-qualified vendors for the purpose of delivering a CCC Training program to Organization Employees. Training content must be capable of encompassing best practices used in both the Public and Private Sectors.

VA Health Connect is part of VA’s transformation of care delivery, providing Veterans even more control of their health, letting them choose how, when, and where to receive their care. VA’s new CCCs will provide Veterans easier access to 24/7 virtual services using a single toll-free number at each Veterans Integrated Service Network (VISN) level CCC. By December 31, 2021, each VISN will establish – or operate in partnership with other VISNs as part of a Consortium – a fully integrated CCC to deliver care more effectively and conveniently with the following four core services: scheduling and administration; clinical triage, pharmacy, and virtual clinic visits.

2. Scope or Purpose The Contractor will deliver Government selected call center training content and will provide qualified trainers to disseminate content. If agreed upon by both parties, the Contractor will tailor content based on the needs of the organization without charging fees for curriculum changes if needed. The primary focus of the courses being quality assurance, management, leadership, and strategic planning.

3. Task statement

Task One: Training Implementation Support and Training Delivery The Government is anticipating purchasing 5 courses initially with each of the 5 selected courses presented twice during the 12-month PoP. The Contractor must coordinate with the Government on training logistics.

Requirements will include Contact Center specific courses related to:

· Contact Center Introduction

· Strategy and Leadership

· Data Analytics/Metrics

· Quality Assurance

These could include among other offerings:

· Bootcamps

· Contact Center Management

· Management

· Workforce Management

· Contact Center Strategy and Leadership Course

· Succeeding with Metrics Course

· Agent Development Training

· Contact Center Certification Training

· Management Certification

· Supervisor Certification

· Agent Certification

· Workforce Management Certification

a. The Contractor will meet bi-weekly with designated Government personnel to discuss the tasks and milestone status.

b. Selected courses will be determined by the Access Office on a 12-month planning basis depending on demand and resources. The Contractor must work collaboratively with the Access Office to develop and deliver training event schedule to include updates throughout the period of performance.

The Contractor must ensure delivery of the instructor-led, virtual training as agreed upon within the Training Event Schedule and Government point of contact (POC).

c. For each course offered, the Contractor must maintain and deliver class attendance records.

d. For each course offered, the Contractor must offer a course feedback survey and provide all results to the Government. Post Training Surveys will be conducted electronically, within three days of course completion.

e. Trainings will be delivered virtually with participants watching a live visual presentation on a computer monitor and listening to the instructor(s) speak live by way of an audio stream or telephone. Participants must be able to access training via any private or public computer, tablet, or mobile device that they may have access to. Participants should have the ability to ask questions through open live conversation or via an online question and answer format.

Virtual instructor led courses will not exceed 15- 20 attendees.

Instructors must possess a high level of expertise to train and consult in the Clinical Contact Center area on industry best practices.

f. The Contractor must provide and disseminate all courseware and other materials. This includes preparing all participant materials (e.g., guides, handouts, exercises, books, job aides, etc.). The Contractor must provide a resource page where participants can obtain additional information on the topic (e.g., websites, books, professional associations, blogs, etc.)

Deliverables:

A. Bi-weekly meeting B. Training Event Schedule to include updates C. Course Attendance Records D. Course Feedback Surveys E. Delivery of Virtual Instructor Led Training Courses (5 courses, each delivered twice during 12-month PoP) F. Training Course Materials

Task Two (Optional Task) –Additional Training Courses

At the Government’s option, the Contractor shall deliver additional training courses during the period of performance. This Option task can be exercised multiple times during the PoP with a NTE cost of _________ . The Contractor shall provide all services and deliverables identified in Task One above for each additional course.

4. Delivery Schedule

Implementation Support and Training Delivery

by VHA Access Office Project Manager (PM)

Delivery of Training Courses

Training Course Materials

Course Attendance Records

5. Period of Performance.

September 01, 2021 - August 31, 2022 September 01, 2022 - August 31, 2023

6. Type of Contract. Firm Fixed Price (FFP)

7. Place of Performance. Contractor’s facility, virtual delivery

8. Travel. Not Applicable

9. Material Other Direct Costs. Not Applicable

10. Government-Furnished Information, Equipment, and Facilities. Not Applicable

11. Security Requirements.

The position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the Performance Work Statement (PWS) are:

Position Sensitivity and Background Investigation Requirements

Position Sensitivity and Background Investigation Requirements

1. GENERAL

Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

2. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS

a. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

b. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor’s employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination.

3. VA INFORMATION CUSTODIAL LANGUAGE

a. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

b. VA information should not be co-mingled, if possible, with any other data on the contractors/subcontractor’s information systems or media storage systems in order to ensure VA requirements related to data protection and media sanitization can be met. If co-mingling must be allowed to meet the requirements of the business need, the contractor must ensure that VA’s information is returned to the VA or destroyed in accordance with VA’s sanitization requirements. VA reserves the right to conduct onsite inspections of contractor and subcontractor IT resources to ensure data security controls, separation of data and job duties, and destruction/media sanitization procedures are in compliance with VA directive requirements.

c. Prior to termination or completion of this contract, contractor/subcontractor must not destroy information received from VA, or gathered/created by the contractor in the course of performing this contract without prior written approval by the VA. Any data destruction done on behalf of VA by a contractor/subcontractor must be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the contractor that the data destruction requirements above have been met must be sent to the VA Contracting Officer within 30 days of termination of the contract.

d. The contractor/subcontractor must receive, gather, store, back up, maintain, use, disclose and dispose of VA information only in compliance with the terms of the contract and applicable Federal and VA information confidentiality and security laws, regulations and policies. If Federal or VA information confidentiality and security laws, regulations and policies become applicable to the VA information or information systems after execution of the contract, or if NIST issues or updates applicable FIPS or Special Publications (SP) after execution of this contract, the parties agree to negotiate in good faith to implement the information confidentiality and security laws, regulations, and policies in this contract.

e. The contractor/subcontractor shall not make copies of VA information except as authorized and necessary to perform the terms of the agreement or to preserve electronic information stored on contractor/subcontractor electronic storage media for restoration in case any electronic equipment or data used by the contractor/subcontractor needs to be restored to an operating state. If copies are made for restoration purposes, after the restoration is complete, the copies must be appropriately destroyed.

f. If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal Acquisition Regulation (FAR) part 12.

g. If a VHA contract is terminated for cause, the associated BAA must also be terminated and appropriate actions taken in accordance with VHA Handbook 1600.01, Business Associate Agreements. Absent an agreement to use or disclose protected health information, there is no business associate relationship.

h. The contractor/subcontractor must store, transport, or transmit VA sensitive information in an encrypted form, using VA-approved encryption tools that are, at a minimum, FIPS 140-2 validated.

i. The contractor/subcontractor’s firewall and Web services security controls, if applicable, shall meet or exceed VA’s minimum requirements. VA Configuration Guidelines are available upon request.

j. Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor/subcontractor may use and disclose VA information only in two other situations: (i) in response to a qualifying order of a court of competent jurisdiction, or (ii) with VA’s prior written approval. The contractor/subcontractor must refer all requests for, demands for production of, or inquiries about, VA information and information systems to the VA contracting officer for response.

k. Notwithstanding the provision above, the contractor/subcontractor shall not release VA records protected by Title 38 U.S.C. 5705, confidentiality of medical quality assurance records and/or Title 38 U.S.C. 7332, confidentiality of certain health records pertaining to drug addiction, sickle cell anemia, alcoholism or alcohol abuse, or infection with human immunodeficiency virus. If the contractor/subcontractor is in receipt of a court order or other requests for the above-mentioned information, that contractor/subcontractor shall immediately refer such court orders or other requests to the VA contracting officer for response.

l. For service that involves the storage, generating, transmitting, or exchanging of VA sensitive information but does not require C&A or an MOU-ISA for system interconnection, the contractor/subcontractor must complete a Contractor Security Control Assessment (CSCA) on a yearly basis and provide it to the COTR.

6. SECURITY INCIDENT INVESTIGATION

a. The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the COTR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

b. To the extent known by the contractor/subcontractor, the contractor/subcontractor’s notice to VA shall identify the information involved, the circumstances surrounding the incident (including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the contractor/subcontractor considers relevant.

c. With respect to unsecured protected health information, the business associate is deemed to have discovered a data breach when the business associate knew or should have known of a breach of such information. Upon discovery, the business associate must notify the covered entity of the breach. Notifications need to be made in accordance with the executed business associate agreement.

d. In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA OIG and Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

7. LIQUIDATED DAMAGES FOR DATA BREACH

a. Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

b. The contractor/subcontractor shall provide notice to VA of a “security incident” as set forth in the Security Incident Investigation section above. Upon such notification, VA must secure from a non-Department entity or the VA Office of Inspector General an independent risk analysis of the data breach to determine the level of risk associated with the data breach for the potential misuse of any sensitive personal information involved in the data breach. The term 'data breach' means the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment, to data containing sensitive personal information, in electronic or printed form, that results in the potential compromise of the confidentiality or integrity of the data. Contractor shall fully cooperate with the entity performing the risk analysis. Failure to cooperate may be deemed a material breach and grounds for contract termination.

c. Each risk analysis shall address all relevant information concerning the data breach, including the following:

(1) Nature of the event (loss, theft, unauthorized access).

(2) Description of the event, including:

(a) date of occurrence.

(b) data elements involved, including any PII, such as full name, social security number, date of birth, home address, account number, disability code.

(3) Number of individuals affected or potentially affected.

(4) Names of individuals or groups affected or potentially affected.

(5) Ease of logical data access to the lost, stolen or improperly accessed data in light of the degree of protection for the data, e.g., unencrypted, plain text.

(6) Amount of time the data has been out of VA control.

(7) The likelihood that the sensitive personal information will or has been compromised (made accessible to and usable by unauthorized persons).

(8) Known misuses of data containing sensitive personal information, if any.

(9) Assessment of the potential harm to the affected individuals.

(10) Data breach analysis as outlined in 6500.2 Handbook, Management of Security and Privacy Incidents, as appropriate; and

(11) Whether credit protection services may assist record subjects in avoiding or mitigating the results of identity theft based on the sensitive personal information that may have been compromised.

d. Based on the determinations of the independent risk analysis, the contractor shall be responsible for paying to the VA liquidated damages in the amount of $37.50 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

(1) Notification.

(2) One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports.

(3) Data breach analysis.

(4) Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution.

(5) One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

(6) Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.

9. TRAINING

a. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems:

(1) Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix E relating to access to VA information and information systems.

(2) Successfully complete the VA Cyber Security Awareness and Rules of Behavior training and annually complete required security training.

(3) Successfully complete the appropriate VA privacy training and annually complete required privacy training; and

(4) Successfully complete any additional cyber security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document – e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training Requirements.]

b. The contractor shall provide to the contracting officer and/or the COTR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required.

c. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and documents are complete.

12. Key Personnel. Contractor staff shall be fully qualified and have the level of experience necessary to accomplish the requirements of this PWS. The contractor shall designate a Program Analyst- Sr. to support VHA in the planning and implementation of the call center training.

Key personnel providing insight on this requirement must possess the following:

· Minimum Education- BA/BS Degree relating to a business field and/or healthcare field Minimum Experience- 3- 8 years within the contact center industry

· Prior experience working with government entities

Instructors must possess a high level of expertise to train and consult on industry best practices.

13. Task Order Quality Assurance Surveillance Plan (QASP)

Task Order Quality Assurance Surveillance Plan (QASP).

Deliverable or Requirement Performance Standard Surveillance Method Outcome

The Government will not pay for services that do not conform or do not meet performance standards or have not been properly rendered.

The contractor will be given an opportunity to correct non-conforming services at no cost to the Government if the services are non-conforming or the contract requirement is unacceptable.

100% inspection. The TO COR will review Services for timeliness according to criteria established in this TO and/or the Project Initiation Agreement.

Quality of Deliverables

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