W81K0025QA138.pdf

Performance Work Statement (PWS) William Beaumont Army Medical Center (WBAMC)

Expansion of Q-Flow Patient Queuing Notification System

1. General: The Patient Queuing Notification System in use at William Beaumont Army Medical Center (WBAMC) and associated medical clinics on Fort Bliss is managed by the Defense Health Agency (DHA) Health Information Technology Solution Delivery. The queuing product, (Q-Flow), is a DHA enterprise software suite for managing the flow of customers, advertising, and information in customer service centers. Due to long wait times and growing lines of patients waiting to be seen, several internal clinics requested Q-Flow to be expanded to their areas at the Hugo V. Mendoza Center located on Fort Bliss, TX

2. Description of Services/Introduction: The contractor shall provide all personnel, supplies, facilities, transportation, materials, supervision, and other items to provide non-personal services at the Hugo V. Mendoza Center as defined in this Performance Work Statement except for those items specified as government furnished property and services.

3. Background: Q-Flow handles appointments, reception and registration, customer routing and queuing, service documentation, content management, monitoring, real time alerts, historical analysis, and reports. The current Q-Flow system resources available are limited and causing a bottleneck in the workflow during morning check-ins and walk-in contraceptive (WiC) days, affecting the delivery and timeliness of patient care. WBAMC will be leveraging and moving existing overflow equipment from the soon-to-be defunct Desert Sage clinic. Only a vendor as authorized under the DHA enterprise contract for Q-Flow shall oversee project management, implementation and training for the expansion to these additional clinics on a remote basis.

4. Scope: The Contractor shall include all services required to expand the Q-Flow system at the Family Medical, Aviation, Soldier Care clinics at the Mendoza Center and Dental Clinic in the adjacent building.

Vendor to provide professional services for Project Management, Remote Business Process Consultation, and Remote Training for clinical staff. In addition, Vendor will provide remote support for departmental go-lives.

The Government will leverage existing spare Q-Flow kiosks (QTY: 4). Kiosks will require new Reception Point Profiles (RPP). 1 RPP per department. Departments will have dedicated kiosks.

The Government will leverage existing spare Media Rack Kits (QTY: 4). Kiosks will require new Info-Page Profiles. 1 Profile per department. Departments will have separate lobbies and dedicated Media Kits. Government will also provide TVs for these new lobbies.

Government to provide services for physical Installation and verify connectivity for all PQNS devices (Kiosks & Media Rack Kits).

5. Period of Performance: The period of performance shall occur within 12 months from the date of award.

Attachment 1. Performance Work Statement (PWS)

W81K0025QA138

6. Information Assurance (IA) Requirements:

6.1 AT Level I Training. All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities, controlled access areas, or require network access, shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. Upon request, the contractor shall submit certificates of completion for each affected contractor

6.2 Access and General Protection/Security Policy and Procedures. All contractor employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation/facility access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements (FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any installation or facility change, the Government may require changes in contractor security matters or processes.

7. Contractor Responsibilities:

Vendor will assign a Project Manager to oversee and coordinate logistics associated with this project. Vendor Project Management time will include the following duties that will assist the Government-side Project Manager:

Coordinate User Training Assist to coordinate requirements gathering within the DHA Project Management Office

(PMO) standard template options.

Offer direct demonstration of configuration drafts.

Document configuration revisions from DRAFT through to PRODUCTION Oversee vendor resources dedicated to assisting with product launch.

Oversee handoff from Vendor Project Management to Vendor Support Standard Project Management Scripting Development Remote Business Process Consultation

8. Government Responsibilities:

Government shall be responsible for the following:

Site Readiness; site readiness is defined as the validation that certain tasks have been accomplished by the Government before “go- live.” (i.e., To ensure that the correct ports are opened by the firewall team.)

Any jurisdictional requirements, such as permits, egress stipulations or other related items.

Provide and provision all cabling (CAT6), including LAN and Electrical (Ticket Printers, Kiosks, Lobby Paging Zone Displays, Dashboards, and Media Players do require LAN drops.)

Provide and provision any necessary TV / Monitor displays for Dashboards and Lobby Paging Zone and supply Cable TV signal from local cable or satellite provider is necessary.

Ensure CAT6 cabling with RJ45 terminations for each lobby display are installed prior to vendor scheduling.

Provide additional electrical outlets as needed. Ticket Printers, Kiosks, Displays and TV/monitors do require electrical outlets.

Provide vendor with workstation PC remote access.

Analogous source to serve as Government-side Project Manager.

Government agrees to provide the required information, resources, and other items as outlined below, and to otherwise cooperate with and assist vendor in the provision of Implementation services.

Space, Power, and Data Comm. The Government will provide physical space, electrical power (and conduit) and

LAN Drops as needed for the Hardware. The Government is also responsible for providing power backup and UPS systems, and for providing services to lock down / harden PCs to DHA approved image.

Additional Training, other than as set forth above, the Government shall be responsible for training end users of the software, including new employees.

9. Additional Implementation Services Terms:

In addition to the foregoing, Government shall provide vendor with timely access to information, personnel, facilities, supplies, computers, passwords, and other items reasonably requested by Vendor to support the implementation and optimal functionality of the Q-Flow Software.

Personnel resources include but are not limited to the integration, network, and software support teams. Technology resources include but are not limited to sufficient network and power outlets.

Any delay resulting from the Government’s failure to provide any such items, or any delay resulting from Government's failure to provide timely decisions and approvals, may extend any target schedule for implementation as agreed by the parties.

The parties agree to use their best commercial efforts to complete their respective implementation activities in the time frames agreed upon. The Government acknowledges that agreed upon timeframes are variable depending on availability of Government personnel to assist vendor personnel and other Government resources. After the Go-Live Date, modifications to Government information systems requiring re-mapping or re-integration by vendor will require a level of effort and proposal at then contracted current rates.

10. Software Configuration:

The configuration of the existing DHA Q-Flow software solution will be based on DHA standard templates. Vendor will ensure that all device interfaces, such as scripting for kiosks and media players, are operable and function according to design. The existing government-furnished equipment will be configured to site POC requirements within the established DHA PMO standards.

11. User Acceptance:

Upon “go-live” and after an initial period of performance lasting up to 30 days, vendor will request the Government sign an agreement for project completion. Next, the points of contact will receive information for next steps and how to contact vendor Support and their Business Development Executive.

12. Project Support: Vendor will provide remote support for departmental go-lives.

13. Place of Performance: The primary place of performance will be at the following location:

Hugo V. Mendoza Center 11335 Ssg Sims St, Fort Bliss, TX 79918

14. Government On-Site support hours: Contractor shall provide services from 0800- 1700MST, Monday thru Friday excluding Federal Holidays as designated below:

New Year’s Day 1st day of January Martin Luther King Jr.'s Birthday 3rd Monday of January Presidents Day 3rd Monday of February Memorial Day Last Monday of May Juneteenth 19th day of June Independence Day 4th day of July Labor Day 1st Monday of September Columbus Day 2nd Monday of October Veterans Day 11th day of November Thanksgiving Day 4th Thursday of November Christmas Day 25th day of December