VistA Imaging Support Services - PWS (75H70420R00003).pdf

PERFORMANCE WORK STATEMENT (PWS)

IHS OIT HIT VistA Imaging Support Services

Part 1

General Information

1. Overview: The Indian Health Service (IHS) is the principal Federal health care provider and health advocate for American Indian people which provides a comprehensive health services delivery system for American Indians and Alaska Natives. The range of services includes traditional inpatient, ambulatory care, preventive care, and population health which is delivered through a network of hospitals and clinics distributed through 35 states. The IHS Office of Information Technology (OIT) is required to support and maintain the availability, integrity, and confidentiality of the Health IT systems that support the IHS mission.

1.1 General: This is a non-personal services contract for the support of computer hardware used at IHS facilities for imaging software called “Vista Imaging”. VistA Imaging (VI) supplies the multimedia component that completes the functionality of the RPMS Electronic Health Record. VI enables EHR users to view scanned documents and clinical images (photos, radiographs, etc.) that are linked to a patient's electronic record. It also provides Picture Archiving and Communication System (PACS) capabilities for the long-term storage of images.

The VistA Imaging application was written by VA and has been certified by the Food and Drug Administration (FDA) as a medical device. This FDA certification encompasses both the VistA Imaging application and the hardware/software configurations that make up the VistA Imaging operating environment. Due to VistA Imaging being an FDA Certified Device, IHS requires dedicated VistA Imaging infrastructure support to provide rapid resolution to problems. This entails having a support center that is extremely proficient with the VistA Imaging hardware and software interface. This support will be specifically for the VistA Imaging hardware at the medical facilities and does not include access to the RPMS servers at the facilities.

The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.2 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform the services herein as defined in this Performance Work Statement except for those items specified as government furnished property. The contractor shall perform to the standards in this contract.

1.3 Background: Indian Health Service (IHS) and the Department of Veterans Affairs (VA) are in collaborative agreement for the use and implementation of VistA Imaging for electronic image capture, storage, and retrieval. IHS implemented VistA Imaging system at the regional offices referred to as area offices. The first was at the Portland Area Office in 2006, followed by the Nashville Area Office, Billings Area Office, Phoenix Area Office, and several tribal sites in Oklahoma and Alaska. To date, twelve IHS Area Offices have implemented the use of the VistA Imaging hardware and software that is being used at 223 sites. IHS has purchased its Tier 1 VistA Imaging storage solution equipment from Hewlett-Packard Enterprise (HPE) which is approved to sell the FDA approved hardware configuration.

The warranties for the HPE equipment are serviced through the HPE Customer Support Center (CSC). The service support request for this acquisition is separate from the equipment warranties and maintenance agreements with

HPE.

1.4 Objectives: The objectives of this PWS are for hardware support services as the VistA Imaging Support Center.

Tasks are listed for providing VistA Imaging infrastructure support services to augment the hardware warranty support and maintenance of IHS VistA Imaging systems provided through the HPE CSC. The primary objectives of this PWS are to provide services to support three tasks:

1. Support Services Center

2. Call Management

3. Required Routine or Periodic Maintenance

1.5 Scope: The scope of work will include performing services that support the implementation of a Vista Imaging Support Service Center that has a call management system to support users. Call management will be the basis for tasked activities associated with troubleshooting, support, and required maintenance requests.

1.6 Period of Performance: The Period of Performance shall be one (1) four-month period plus one (1) four-month option periods as follows:

Base Period: 03/01/2020 - 06/30/2020

Option Period: 07/01/2020 - 10/31/2020

1.7 General Information

1.7.1 Quality Control The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which work is assured to comply with the requirements of the contract. The contractor’s proposal is an evaluation factor and three (3) copies of a comprehensive written Quality Control Plan (QCP) shall be submitted to the Contracting Officer and COR within 5 working days of the start date of the contract and subsequently within five days of a change to the plan thereafter. After acceptance of the QCP the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to the contractor’s QC system. The approach to Quality Control should map to the contractor’s selected development methodology. However it must also address support for QASP reporting requirements.

1.7.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines the performance standards, how the performance standards will be applied, and the frequency of surveillance. The government may use contractors, acting as agents of the government, to carry out QASP monitoring and reporting requirements.

1.7.3 Recognized Holidays:

The contractor is required to perform services on the federal holidays listed below.

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.7.4 Hours of Operation: The contractor is responsible for conducting business, between the hours of 0900 -1800 (Eastern Time) Monday thru Friday except when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

The Contractor must provide 24/365 after-hours coverage for emergency situations.

1.7.5 Place of Performance: All contract personnel may perform work at duty stations determined by the Contractor.

All hosted email, collaboration and related services to support this PWS shall be provided at the vendor’s locations in a U.S. based FedRAMP approved Government Community Cloud (GCC) and all support services or required maintenance will be performed on site, as necessary, at the various IHS locations.

All work conducted at Government locations shall be performed during IHS core operating hours of 7:00AM to 5:00 PM local time as directed by COR.

1.7.6 Type of Contract: The government will award a Firm Fixed Price (FFP) contract.

1.7.7 Security Requirements:

The contractor and sub-contractor personnel shall be subject to the same Federal laws, regulations, standards and policies as IHS employees regarding information and information system security, including mandatory training requirements.

Contractor personnel may will be exposed to sensitive and unclassified information systems and documents.

(a) To perform the work specified herein, Contractor personnel are expected to have routine (1) physical access to an HHS-controlled facility; (2) logical access to an HHS-controlled information system; (3) access to sensitive HHS data or information, whether in an HHS-controlled information system or in hard copy; or (4) any combination of circumstances

(1) through (3).

(b) To gain routine physical access to an HHS facility, logical access to an HHS-controlled information system, and/or access to sensitive data or information, the Contractor and its employees shall comply with Homeland Security Presidential Directive (HSPD)-12, Policy for a Common Identification Standard for Federal Employees and Contractors; Office of Management and Budget memorandum (M-05-24); and Federal Information Processing Standards Publication (FIPS PUB) Number 201; and with the personal identity verification and investigation procedures contained in the following documents:

(1) HHS Information Security Program Policy http://www.hhs.gov/ocio/policy/policydocs/ociosummaries.html http://www.hhs.gov/ocio/securityprivacy/index.html

(2) HHS Office of Security and Drug Testing, Personnel Security/Suitability

Handbook, dated February 1, 2005.

http://www.hhs.gov/ohr/manual/pssh.pdf

(3) HHS HSPD-12 Policy Document, v. 2.0.

http://www.hhs.gov/asfr/og/acquisition/policies/hspd12contractguide.doc

(c) This contract/order will entail the following position sensitivity level(s): Level 5

(d) The personnel investigation procedures for Contractor personnel require that the Contractor prepare and submit background check/investigation forms based on the type of investigation required. The minimum Government investigation for a non-sensitive position is a National Agency Check and Inquiries (NACI) with fingerprinting. More restricted positions--i.e., those above non-sensitive, require more extensive documentation and investigation. The Contractor shall notify the Contracting Officer in advance when any new personnel, who are subject to a background check/investigation, will work under the contract and if they have previously been the subject of national agency checks or background investigations. All costs associated with Background Investigation are to be borne by the Government. As part of its proposal, and if the anticipated position sensitivity levels are specified in paragraph (c) above, the Offeror shall notify the Contracting Officer of (1) its proposed personnel who will be subject to a background check/investigation and

(2) whether any of its proposed personnel who will work under the contract have previously been the subject of national agency checks or background investigations.

(e) Investigations are expensive and may delay performance, regardless of the outcome of the investigation. Delays associated with rejections and consequent re-investigations may not be excusable in accordance with the FAR clause, Excusable Delays--see FAR 52.249-14. Accordingly, the Contractor shall ensure that any additional employees whose names it submits for work under this contract have a reasonable chance for approval. The Contractor shall ensure that no prospective hires appear on the Office of Inspector General (OIG) exclusion list of convicted felons (http://exclusions.oig.hhs.gov/).

(f) Typically, the Government investigates personnel at no cost to the Contractor. However, multiple investigations for the same position may, at the Contracting Officer's discretion, justify reduction(s) in the contract price of no more than the cost of the additional investigation(s).

(g) The Contractor shall include language similar to this ``HHS-Controlled Facilities and Information Systems Security'' language in all subcontracts that require subcontractor personnel to have the same frequency and duration of (1) physical access to an HHS-controlled facility; (2) logical access to an HHS-controlled information system; (3) access to sensitive HHS data/information, whether in an HHS-controlled information system or in hard copy; or (4) any combination of circumstances (1) through (3).

(h) The Contractor shall direct inquiries, including requests for forms and assistance, to the Contracting Officer or designee.

(i) Within 7 calendar days after the Government's final acceptance of the work under this contract, or upon termination of the contract, the Contractor shall return all identification badges to the Contracting Officer or designee

(j) Each Contractor (and/or any subcontractor) employee having access to non-public government information under this contract shall complete the IHS Non-Disclosure Agreement. A copy of each signed and witnessed NDA shall be submitted prior to performing any work under this contract.

1.7.8 Special Qualifications: The Contractor shall have proficiency and knowledge of VistA Imaging approved hardware components, servers, operating systems, tape libraries, backup software in addition to knowledge of ongoing and future testing by the VA VistA Imaging Development and Sustainment teams.

The Contractor shall have multi-disciplinary consultants with expertise in the areas of Microsoft Windows, Servers, Storage, VistA Imaging software history, ASTI Optical Jukebox equipment, the NetApp Storage Grid and subsequent FDA approved Tier 2 Storage Solutions and Symantec Backup Exec. This includes knowledge of current HPE hardware currently in place at the IHS VistA Imaging sites.

In addition, support service consultants shall have knowledge and subject matter experience regarding currently configured IHS systems onsite, are familiar with specific IHS requirements, and have knowledge of IHS VistA implementation history.

1.7.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.7.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor http://exclusions.oig.hhs.gov/ concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.7.11 Key Personnel: The contractor shall propose Key Personnel whose technical skills and experience are essential to the accomplishment of the task. The Offeror’s Technical Proposal shall include the resume of any individuals designated as Key Personnel. No substitutions shall be made of accepted Key Personnel except for sudden illness or death, or termination of employment. Contractor requests for substitution of Key Personnel shall be submitted in writing to the COR and the Contracting Officer at least twenty-five (25) calendar days in advance of the effective date, whenever possible. Such requests shall include a detailed explanation of the circumstances necessitating the proposed substitution, a resume for the proposed substitute, and any other information requested by the Contracting Officer necessary to approve or disapprove the proposed substitution. An interview may also be requested. The COR and the Contracting Officer will evaluate substitution requests and promptly notify the Contractor of approval or disapproval in writing.

The Government reserves the right to evaluate the technical skill and competence of any Contractor staff members, to require removal and replacement, upon written notice, of any individuals whose qualifications or performance are judged deficient at any time.

The following personnel are considered Key Personnel by the government:

• Technical Project Manager (Project Manager)

The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between, 9:00 a.m. to 5:30p.m Eastern Time, Monday thru Friday except when the government facility is closed for administrative reasons.

1.7.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, using government email, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors that render the contractors opinion or position as a consultant are suitably marked as contractor products or that contractor participation is appropriately disclosed. However, documents being prepared by the Contractor on behalf of the Government, especially for external stakeholder consumption, shall not be branded by the Contractor. Contract personnel shall be required to obtain badges issued by the government as outline in section 1.7.7 Security Requirements. When performing services on site, contract staff shall wear badges as required.

1.7.13 Contractor Travel: Travel is not expected on this PWS.

1.7.14 Other Direct Costs (ODCs): The contractor is required to provide a toll-free number to operate the Support Services Center. The cost of this service will be included in the firm fixed price.

The contractor is required to provide call and inventory management. The cost of the tool for call and inventory management will be included in the firm fixed price.

Additional ODCs are not expected on this PWS. In the event an ODC is identified, it must be authorized by the Contracting Officer and shall not exceed $3,000.00.

1.7.15 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights. All relevant documents, images, source code, and other relevant files must be provided to the government in non-compiled, non-protected, editable formats. Works produced under this contract shall not be branded with the contractor’s logos or trademarks when the works are intended for audiences or users outside of the IHS Office of Information Technology.

1.7.16 Organizational Conflict of Interest: Should a situation arise that has the appearance or is an actual Organizational Conflict of Interest as defined by FAR 4.5, the Contractor shall notify the Contracting Officer immediately whenever it becomes aware and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.7.18 PHASE IN /PHASE OUT PERIOD: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the (60) day, phase in/ phase out periods. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

1.7.18.1 PHASE-IN PERIOD:

The Contractor shall complete all transition activities within 60 days of contract award and include a detailed plan to on-board personnel. The Contractor shall specify the labor category, the quantities, location and when and how the transition shall occur. The contractor shall provide when and in what order contractor personnel are provided. The Contractor shall provide a contract schedule with critical activities and milestones.

1.17.18.2 PHASE-OUT PERIOD:

The Contractor shall provide a detailed plan for transition activities 60 day prior to the end of the contract period of performance or by notification of the COR regardless of precipitating reasons. The plan shall include procedures for minimizing impact on performance in compliance with standards in the contract. The plan shall also describe in detail how responsibility and accountability will be relinquished for any Government-furnished items/property.

During the "phase-out" period the Contractor will remain responsible for the services required in this contract. The Contractor shall not defer any needed tasks for the purpose of avoiding responsibility to the successor contractor.

The Contractor shall coordinate phase out activities with the incoming Contractor to effect a smooth and orderly transition at the end of the contract period. The Contractor shall remove all Contractor-owned equipment, tools, parts and belongings from the Government-furnished facilities by midnight on the last day of the contract. The Contractor shall provide on-the-job familiarization for the incoming Contractor, as required.

PART 2

ACRONYMS/DEFINITIONS

Acronym Definition

ANSI American National Standards Institute

CCR Central Contractor Registration

CE Continuing Education

CFR Code of Federal Regulations

CO Contracting Officer

COR Contracting Officer's Representative

COTS Commercial Off the Shelf

CPR Contractor Performance Reporting

CRS Clinical Reporting System

EFT Electronic Funds Transfer

EIA Electronic Industries Alliance

EIT Electronic and Information Technology

EO Executive Order

EV Earned Value

FAR Federal Acquisition Regulations

FDA Food and Drug Administration

FISMA Federal Information Security Management Act

FOIA Freedom of Information Act

FPC Federal Preparedness Circulars

FTS Federal Technology Service

GUI Graphical User Interface

HIPAA Health Insurance Portability and Accountability Act

HIT Health Information Technology

HL-7 Health Level Seven

HSPD-12 Homeland Security Presidential Directive #12

IDE Integrated Data Exchange

I/T/U IHS / Tribal / Urban (health care facilities)

IHS Indian Health Service

IT Information Technology

JTR Joint Travel Regulations

NARA National Archives and Records Administration

ODC Other Direct Costs

OIT Office of Information Technology

OMB Office of Management and Budget

PM Project/Program Manager/Management

PMO Program Management Office

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Program

QASP Quality Assurance Plan

QC Quality Control

QCP Quality Control Plan

RPMS Resource and Patient Management System

RT Requirements Traceability

SAC Standards and Conventions

SDD Software Design Document

SDLC Software Development Life Cycle

SE/SW Systems and Software Engineering

SOW Statement of Work

SQA Software Quality Assurance

SRS Software Requirement Specifications

T&M Time and Materials

TIN Taxpayer Identification Number

TOGAF The Open Group Architecture Framework

WBS Work Breakdown Structure

WP Work Plan

PART 3

GOVERNMENT FURNISHED ITEMS AND SERVICES

3.1. Licenses, Products, and Equipment

Unless otherwise specified herein or in a particular Work Plan, the Contractor shall be responsible for providing all hardware, software, and software licenses required for its employees to carry out the work of the contract.

The IHS shall provide PIV badge and credentials for those support staff accessing IHS systems. The contractor shall ensure card reader equipment is available for these staff. All access to IHS facilities and work shall be done in conjunction with IHS staff who have proper clearance to perform work on this IHS network. The contractor shall comply with local, IHS and HHS policies concerning Information Management and Information Technology (IM&IT) applications and connecting to authorized government information systems.

PART 4

CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Part 3 of this PWS.

4.2. Materials: The Contractor shall furnish materials, supplies, and equipment necessary to meet the requirements under this PWS that are not listed under Part 3 of this PWS.

4.3. Equipment: The Contractor shall provide laptops, servers, software and all other equipment necessary to meet the requirements under this PWS unless otherwise agreed upon through contract modification.

PART 5

SPECIFIC TASKS

5.1 Task 1 - Support Center Services:

5.1.1 Support Services Center

The Contractor shall make available dedicated subject matter experts who are experienced and knowledgeable of both the VistA Imaging software/hardware systems AND the IHS health information systems environment and Resource Patient Management System (RPMS).

Provide dedicated, experienced staff that will work with IHS staff to diagnosis system problems to resolve, dispatch support engineers if a site has a current (separate) local maintenance agreement, or escalate the call for prompt resolution.

The Contractor shall provide call center support Monday through Friday 0900 – 1800 Eastern Time, excluding Federal Holidays, through a single toll-free number. The Support Center call number shall be provided by the vendor and provided to the COR for use by VistA Imaging users.

• Calls shall be answered immediately. If routed to another specialist, this specialist should return the call within 30 minutes.

• Support on Federal Holidays will be performed for emergency hardware situations.

The Contract shall provide a single after hours support contact for emergency hardware situations in which direct patient care is being adversely impacted. Service support vendor shall provide coverage for weekdays after 1800 Eastern Time until 0900 Eastern Time the following business day and on Federal Holidays. The afterhours Support Center call number shall be provided by the vendor and provided to the COR for use by VistA Imaging users.

• After Hours calls will be returned within 30 minutes of voicemail time.

Call volumes are estimated to range from 10 to 25 calls per month. General scope of calls are expected to include, but are not limited to:

• Initiate and coordinate all actions necessary to correct the fault and return the software and equipment to an operational state.

• Dispatch all service requests, provide remote or onsite support assistance (as stated above) and apply resources needed to identify and resolve problem occurrences.

The Contractor shall maintain throughout the term of the contract a current list of inventory of IHS equipment with serial numbers and warranty dates. The inventory list shall be provided to the vendor within 30 days of award of this PWS and will be available through an online portal to view updates thereafter.

The service support center shall provide monthly meetings and calendar invites to the COR to review ongoing issues and projects to apprise the IHS OIT VistA Imaging Lead. Monthly meeting will be led by the support service project manager and service consultants.

5.2 Task 2 - Call Management:

• Provide a single toll free number that all calls will be logged through to the hardware support services subject matter experts. Track and document all calls until the issue has been resolved. Vendor can determine if after hours, federal holiday contact number is the same.

• Provide Daily Ticket Report to COR Monday – Friday, excluding Federal Holidays.

o Calls will not be closed until the call initiator has agreed that the issue has been resolved. Where there is disagreement on service, the Contractor shall communicate with the COR to resolve.

o Tickets may be closed due to unresponsiveness from the reporting IHS site exceeding 14 business days.

• Provide COR with a monthly report of all incoming calls and resolution. The report shall provide a qualitative description of the problem and resolution achieved in addition to a quantitative summary (for each issue) of the amount of time expended by the Contractor to resolve each issue.

• Serve as a liaison between IHS sites and Hewlett-Packard Enterprise (HPE) to validate local service agreement status applicable to hardware replacement or servicing.

5.3 Task 3 - Required Maintenance:

• Support service vendor shall be able to provide remote software maintenance updates as needed to resolve reported issues.

• These updates should follow an approved baseline update that the VI hardware support vendor can validate with the IHS and VA for approval.

o This will encompass security, patches, firmware, software updates. The vendor should be able to remotely access via iLO/VPN/etc.

o Vendor will also track and provide Host System OS updates if needed to resolve reported issues. For example, update sites from 2008 to current approved OS if supported, be it 2012r2 or 2016 as tested and approved by the VA for VI hardware.

o Where OS level updates are necessary, vendor shall schedule with the COR and sites.

• If the hardware is under warranty, the Contractor will contact HPE Customer Support Center within 2 hours and work with appropriate HPE personnel to resolve the warranty issue. If the call is related to the Plasmon Archive Appliance, the Contractor will contact the appropriate vendor based on the site’s warranty to provide service.

• Coordinate with VA/FDA approved Tier 2 Storage Solution vendors providing Archive Appliance warranty service (ASTI, NetApp, or new) to perform essential Archive Appliance upgrades.

5.4 Task 4 - Contractor Management Reporting:

5.4.1 Planning and Scheduling: The Contractor shall propose a work plan for the term of the contract that describes how the Contractor intends to carry out routine tasks. The plan shall include the resources (personnel) that the Contractor will be using for the work and a schedule of periodic upgrades for the term. Unless otherwise specified by IHS, the plan shall be provided in an electronic format. Proposed plan documents must be approved by the COR in consultation with the federal lead. Deliverable dates in the approved plan will be used as a basis for determining Contractor performance.

Some tasks will be incompletely specified at the time of plan acceptance (e.g. pending decisions, etc.). The Contractor’s plan will indicate such unknowns where they exist. The schedule will be regularly updated to reflect completed and pending work, as well as approved adjustments to the schedule. At any point during the period of performance, the Contractor shall be able to produce a current work plan for the term and the contract as a whole.

5.4.2 Monthly and Earned Value Reporting: Monthly earned value reporting is not applicable to Firm Fixed Price contracts.

Administrative Points of Contact

Contracting Officer: Kenneth Truesdale, (240) 994-0732, Kenneth.Truesdale@ihs.gov

Contract Specialist: Brendon Moran, (301) 348-3458, Brendon.Moran@ihs.gov

Contracting Officer’s Technical Representative (COR): CAPT Bradley Bishop, (505) 366-8769, Bradley.Bishop@ihs.gov

Alternate Contracting Officer’s Technical Representative (ACOR): Leslie White, (301) 509-1469, Leslie.White@ihs.gov mailto:Kenneth.Truesdale@ihs.gov mailto:Brendon.Moran@ihs.gov mailto:Bradley.Bishop@ihs.gov mailto:Leslie.White@ihs.gov

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1. The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Proposal Technical Evaluation Criteria

7.4 Attachment 4/Technical Exhibit 4 – Labor Categories

TECHNICAL EXHIBIT 1

Quality Assurance Surveillance Plan

Objective: The purpose of this plan is to provide a quality surveillance plan for the services provided under this PWS. This plan provides a basis for the Contracting Officer’s Representative (COR) to evaluate the quality of the Contractor’s performance. The oversight provided for in the contract and in this plan will help to ensure that service levels reach and maintain the required levels throughout the contract term. Further, this plan provides the COR with a proactive way to avoid unacceptable or deficient performance, and provides verifiable input for the required annual past performance evaluations.

Performance Standards:

A. Quality Level: By monitoring the Contractor, the COR will determine whether the performance levels set forth in the contract have been attained.

B. Frequency: During the performance of this contract, the COR will take periodic measurements (i.e. conduct surveillance), as specified, and will analyze whether the negotiated frequency of measurement is appropriate for the work being performed. Adjustments may only be made by a modification to the contract.

C. Management Responsiveness: The COR will determine whether the Contractor has managed the contract effectively and efficiently, as specified in the quality standards set forth below. The COR will confirm whether the Contractor has satisfactorily met all reporting requirements, including subcontracting reports when applicable.

D. Evaluation Methods: The COR will conduct performance evaluations based upon the below required performance levels set forth in the contract. The contractor shall provide a QASP dashboard report to the COR on a monthly report to support QASP monitoring. The COR will also perform periodic sampling of source systems and records to ensure the validity of the data contained in the QASP dashboard. The contractor must promptly produce evidence to support the COR’s sampling activities.

No. Desired Outcomes Performance Standard Monitoring Method 1 A well-managed task order with appropriate monitoring of progress, costs, schedule, quality assurance, configuration management and security management.

Monthly status reporting (including project status, issues, risks, corrective actions, staffing plan, performance against PWS performance objectives, and corrective actions), IHS hours summary, broken down by project, and projected burn versus actual burn charts (for labor hours and dollars), shall be delivered by 15th of the month following the end of each 1 month 90% of the time.

Review of Monthly Status reports with contractor noting issues and actions. % of invoices and supporting documentation requiring no rework.

2 All deliverables shall be provided on schedule and meet acceptance criteria.

The contractor shall ensure 90% of program and project deliverable are provided within 5 business days of their agreed upon due dates and are acceptable to the customer. Document deliverables

The contractor will maintain an on demand report of when all deliverables are due (as agreed between the contractor and the customer) and their actual

No. Desired Outcomes Performance Standard Monitoring Method must be maintained in the COR-approved organizational process asset library.

customer acceptance date.

The actual acceptance date is compared to the due date.

An on demand report will be assessed monthly by the

COR.

3 Contractor shall maintain a high level of customer satisfaction, transparency, and responsiveness.

95% of COR requests will be acknowledged within one business day and an action item tracking number and status provided to the

COR.

Contractor shall maintain an action item repository to track and report on stakeholder requests and dashboard that shows the % of action items that meet this performance objective.

The dashboard will be available on demand for COR and stakeholder review.

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

This technical exhibit lists any reports or documentation that is required as a deliverable to include the due date, frequency, medium/format and who/where it is to be submitted. The program management deliverables are the minimum required. Vendors may propose a revised schedule of deliverables for projects in support of their proposed methodology. Vendors should also review other sections of this document for other deliverables. All deliverables shall be delivered to the COR, HIT Federal Modernization Investment Manager, and posted to the IHS SharePoint Repository.

Deliverable Due Date Frequency Medium /Format

Submit To

Contract kick-off meeting

One week after contract start.

Once Meeting with presentation materials

COR and Investment Manager

Transition-in Plan One week after contract start.

Once Electronic document

COR and Investment Manager

Revised staffing plan

Two weeks after contract start and then monthly with status report.

Monthly Electronic document

COR and Investment Manager

Invoice and Status Report (including all supplemental reports)

NLT 15th of each month

Monthly Electronic document

COR and other parties as identified in the contract.

Monthly Call Report

NLT 15th of each month

Monthly Electronic Document

COR and other parties as identified in the contract.

Daily Call Report NLT than the following business day

Daily Electronic Document

COR and other parties as identified in the contract.

Quality Control Plan

One month after contract start.

Once and then updated as needed

Electronic document

COR and Investment Manager

Project calendar and plans

As needed. As needed. Electronic document

COR and Investment Manager

QASP Dashboard (and supporting reports and evidence)

One month after contract start date

Monthly Electronic Document

COR and Investment Manager

Deliverable Due Date Frequency Medium /Format

Submit To

Transition Plan – Transitioning Out

1 months before end of contract performance period.

Once Electronic document

COR and Investment Manager

Employee Clearance Forms

Prior to employment on the contract.

As needed. As needed. COR

TECHNICAL EXHIBIT 3

PROPOSAL TECHNICAL EVALUTION CRITERIA

RFP #

Vendor: Evaluator:

Category Evaluation Sub Factor Rating A.) Management and Technical Approach

1. Understanding of the work, including creativity and thoroughness shown in understanding the objectives of the PWS and specific tasks, and planned execution of the project.

2. Evidence of specific methods and techniques for completing each discrete task, to include such items as quality assurance and customer-service, as detailed in the Quality Assurance Plan and Project Management Plan.

3. Ability to address anticipated potential problem areas, the creativity and feasibility of solutions to problems, and future integration of new processes and technology enhancements.

4. Degree to which the offeror’s proposal demonstrates an understanding of logistics, schedule, and any other issues the Government should be aware.

5. Quality and effectiveness of the allocation of personnel and resources.

Overall Management and Technical Approach

B.) Personnel Qualifications 1. The currency, quality and depth of experience of individual personnel in working on similar projects. Similar projects must convey similarity in topic, dollar value, workload, duration, and complexity.

2. Quality and depth of education and experience on other projects which may not be similar enough to include in response to B.1. (Immediately above) but may be relevant.

3. Description of how the Program/Project Manager will supervise and coordinate the workforce.

4. Quality and effectiveness of the allocation of personnel and resources.

Overall Personnel Qualifications

C.) Past Performance 1. The organization’s history of successful completion of projects; history of producing high quality reports and other deliverables; history of staying on schedule and within budget.

2. The quality of cooperation (with each other) of key individuals within your organization, and quality of cooperation and performance between your organization and its clients.

3. The organization’s specific past performance on prior similar efforts specified within the PWS.

Overall Past Performance Summary Overall Technical Rating

Vendor Name: Evaluator Name:

A.) Management Approach and Technical Capabilities Evaluation Sub Factors

1. Understanding of the work, including creativity and thoroughness shown in understanding the objectives of the PWS and specific tasks, and planned execution of the project.

Strengths

Weaknesses

Deficiencies

2. Evidence of specific methods and techniques for completing each discrete task, to include such items as quality assurance and customer-service, as detailed in the Quality Assurance Plan and Project Management Plan.

3. Ability to address anticipated potential problem areas, the creativity and feasibility of solutions to problems, and future integration of new processes and technology enhancements.

4. Degree to which the offeror’s proposal demonstrates an understanding of logistics, schedule, and any other issues the Government should be aware.

5. Quality and effectiveness of the allocation of personnel and resources.

Overall summary of Management Approach and Technical Capabilities

Vendor Name: Evaluator Name:

B.) Personnel Qualifications Evaluation Sub Factor

1. The currency, quality and depth of experience of individual personnel in working on similar projects. Similar projects must convey similarity in topic, dollar value, workload, duration, and complexity.

2. Quality and depth of education and experience on other projects which may not be similar enough to include in response to B.1. (Immediately above) but may be relevant.

3. The currency, quality and depth of how the Program/Project Manager will supervise and coordinate the workforce.

4. Quality and effectiveness of the allocation of personnel and resources.

Strengths

Weaknesses

Deficiencies

Overall summary for Personnel Qualifications

Vendor Name: Evaluator Name:

C.) Past Performance Evaluation Sub Factor

1. The organization’s history of successful completion of projects; history of producing high quality reports and other deliverables; history of staying on schedule and within budget

2. The quality of cooperation (with each other) of key individuals within your organization and quality of cooperation and performance between your organization and its clients.

3. The organization’s specific past performance on prior similar efforts specified within the PWS.

Overall summary for Past Performance

Overall Summary of contractor’s technical proposal

Overall Rating:

Evaluator Name and Signature: Date:

Technical Evaluation Rating Definitions

Ensure the Ratings Match the Strength & Weakness Narrative

Rating Abbreviation Risk Level Definition Excellent E Very Low Risk The proposal contains no deficiencies or weaknesses. Based on information provided, there is no doubt that the offeror demonstrates an exceptional understanding of the services required to meet or exceed most contract requirements. The highest quality of contract performance is anticipated.

Very Good VG Low Risk The proposal contains no deficiencies and only a few minor weaknesses that do not require discussions. Based on the information provided, there is little doubt that the offeror demonstrates a high quality of understanding of the services required to meet or exceed some contract requirements.

Satisfactory S Moderate Risk The proposal contains no deficiencies and some weaknesses. Based on the information provided, the Offeror demonstrates an understanding of the services required to meet contract requirements.

Poor P High Risk The proposal contains deficiencies and significant weaknesses. Based on information provided, there is doubt that the contractor understands the services required to meet the contract requirements.

Requirement/services can be met only with major changes to the proposal.

Unacceptable U Unacceptable Risk

Technical proposal has many deficiencies and/or gross omissions; failure to understand much of the scope of work necessary to perform the required tasks; failure to provide a reasonable, logical approach to fulfilling much of the government's requirements; failure to meet many personnel requirements in the solicitation. (When applying this adjective to a proposal as a whole, the technical proposal would have to be so unacceptable in one or more areas that it would have to be completely revised in order to attempt to make it other than unacceptable.)

TECHNICAL EXHIBIT 4

LABOR CATEGORIES

The following table represents an example staffing plan. It represents the Government’s estimation of the mix of categories and hours that may be called upon to perform the work covered under this Performance Work Statement (PWS). Offeror may provide an alternate staffing plan and mix of hours. However, by doing so, the Offeror must provide a description of each labor category. The Offeror may not exceed the total hours across all labor categories.

Labor Hours Estimate Summary

Total Number of Labor Hours (#) Period Labor of Base Effort Performance (#)

Base Period 1056

Option Period I 1056

TOTAL AMOUNT 2112

Labor Hours Estimate - Detail

Base Effort

Task 1 Task 2 Task 3 Oversight/Support TOTAL

CONTRACT

Support Services Center

Call Management

Required Maintenance Key Personnel LABOR

HOURS

Labor Category Labor Hours

Base Period 640 63 175 178 1056 Consultant - Senior 486 0 175 0 661

Consultant Specialist 122 63 0 0 185

Info. Specialist - Senior 32 0 0 0 32

Consultant Architect 0 0 0 115 115

Project Mgr. - Advanced 0 0 0 63 63

Option Period I 640 63 175 178 1056

Consultant - Senior 486 0 175 0 661

Consultant Specialist 122 63 0 0 185

Info. Specialist - Senior 32 0 0 0 32 Consultant Architect 0 0 0 115 115

Project Mgr. - Advanced 0 0 0 63 63

All Periods

Consultant - Senior 972 0 350 0 1,322

Consultant Specialist 244 126 0 0 370

Info. Specialist – Senior 64 0 0 0 64

Consultant Architect 0 0 0 230 230

Project Mgr. - Advanced 0 0 0 126 126

Total Hours 1956 39 39 255 2112

Labor Category Descriptions:

1. Technical Consultant III/Consultant - Senior General Experience: Four to five years of general experience in information technology, of which at least four years are specialized in the overall engineering of network systems. Functional Responsibility:

Responsible for assisting government and industry users with hardware, software and applications for the project or program. Involved in the upgrading of hardware and software components and trouble-shooting computer system problems to maintain acceptable level of operations. Supports program-related technologies including commercial off-the-shelf and custom software, email, file transfer, multimedia and teleconferencing. Configures systems to support user requirements. Education: BS/BA or equivalent

*From Contract Number: GS-35F-146DA:

Under broad direction, acts as a technical or project lead. Leads the design, development and implementation of solutions to meet the client’s needs. Oversees project teams and their day-to-day activities. Applies strong business skills and methodologies to interpret data and deliver solutions to clients. Exhibits a deep understanding of a service line and a broad knowledge of all service offerings within a practice area. Develops and delivers informal presentations to project team and client management. Identifies and assists with the development if service offerings. Applies knowledge of and experience in multiple specializations.

Education and Experience Required: Bachelor’s Degree and 5 years of experience.

2. Consultant Specialist Under minimal direction, designs, develops and implements specialized solutions to meet the client’s needs. Analyzes data and recommends solutions as a specialized member of the project team. Assists in planning a phase of the project and delivering the results to the client. Develops and assists in making informal presentations to client teams. Assists with the development of service offerings.