PWS_Cardio_Server.pdf

San Antonio Military Medical Center (SAMMC) Southern Regional Medical

Command (SRMC)

PERFORMANCE WORK STATEMENT (PWS)

Electrocardiogram (ECG) archival system

1. OVERVIEW.

San Antonio Military Medical Center (SAMMC) and the Southern Regional Medical Command (SRMC) jointly support of an essential clinical system ECG Archival System which provides archival, reporting and retrieval of electrocardiograms (ECGs) and other diagnostic waveforms. This system provides web‐ based access to electrocardiogram (ECG), stress ECG and Holter monitor waveforms. The program can support up to 250 simultaneous users reviewing data or confirming reports. Waveform data may be acquired from multiple‐modalities, multiple‐vendor equipment. Currently (FEB 2015), the ECG archival system is configured to support eight sites at five MTFs (see par 7.1).

1.1 Army certification. Originally procured in 2007, this system was deployed in a virtualized configuration in 2012 on government furnished servers (i.e., Windows 2008 VM servers) in the SRMC data center; both a test and a production virtual environment has been configured in the SRMC network space. This system has obtained Army DIACAP (DOD Information Assurance Certification and Accreditation Process) and ATO (Authority to Operate) in 2012 as well as a Certificate of Networthiness (CON) and Privacy Impact Assessment (PIA) and supports DoD mandated CAC (smart‐card) user authentication using Active Directory (AD) groups. Support for this system is provided via B2B/VPN only by technical support personnel cleared by DOD background checks.

1.2 Contractor & ESD support. The Contractor and Army Enterprise Service Desk (ESD) provides an all‐ inclusive support contract that includes the following services for an annual maintenance and license fee for support Monday thru Friday from 8am to 9pm EST. User calls to ESD Help Desk (24/7 support) are referred to the system administrator (SA) for this system as specified in the ESD knowledge base for this application. All issues relating to immediate, real‐time system problems are immediately referred to both SA for SRMC, the assistant SA at SAMMC and the Contract Officer Representative (COR), who will then determine if the issue is strictly an Army issue (e.g., hardware /network / AD related) or else must involve the Contractor support for application‐specific problems. Software updates, virus protection updates, operating system patches, and ongoing maintenance must be initiated by SRMC.

2. GENERAL SCOPE OF WORK

2.1 The Contractor’s Customer Service provides diagnostic and resolution services that include the following: diagnosis/root cause analysis, defined resolution approach: workaround or fix, Operator instruction on actions that can be taken on the customer's end to correct the problem, correction of errors/defects in the programs, correction of configuration errors, correction of errors in the standard software through the sourcing, testing, and implementation of patches and service packs provided by software providers, documentation of resolutions and tests, correction of interfaces and custom reports, Quality/training initiatives to increase operator knowledge and decrease the number of incoming incidents.

2.2. Contactor provides phone support Monday thru Friday from 7 am to 5pm EST Technical Support.

2.2.1. Contractor provides remote support (via B2B/VPN) for diagnostic and repair services, as well as preventive maintenance.

2.2.2. The Contractor schedules general maintenance that coincides with application upgrades.

2.2.3. The Contractor will evaluate the efficiency and effectiveness of support through ongoing communication with SRMC and SAMMC personnel of quality assurance measures.

2.2.4. The Contractor will assign a Technical Account Manager to maintain the business relationship with the primary contact after installation and training is complete. The Technical Account Manager acts as a liaison between the customer and the Contractor and will be an advocate for the customer. The technical account manager identifies recurring issues and facilitates resolutions. The technical account manager also coordinates system upgrades and ad hoc requests.

2.2.5. The service level performance metrics below will be reported by the Contractor annually to the designated SAMMC project manager and/or COR.

2.2.6. Call Response Time ‐ Call Response Time refers to the time it takes for a call to be answered by a Contractor’s Help Desk Technician. If call is not picked up by Help Desk Technician at the time the call is placed, the call will be transferred to voicemail, and a reply to voicemail will be within 60 minutes.

2.2.7. Call Resolution Time ‐ Resolution Time refers to the time in which the Contractor will implement a permanent solution or temporary workaround to resolve the problem. To best evaluate and handle service issues as they arise, the Contractor defines severity levels, and works to resolve problems in a timely manner. The following matrix represents service level objectives the Contractor expects to achieve with every installation.

2.2.8. Severity ‐ Level Definition

Level 1 (Critical) Service Level: Remote Solution Upon notification of a hardware, software, or procedural problem which is preventing a site from archiving or retrieving data within the Contractor’s application, it must be determined whether the issue is due to the SRMC servers/network or the Contractor’s application. Upon notification of an SRMC hardware or software issue, SRMC IT staff intervention will be requested, and SAMMC PM/COR notified. If application related, Contractor’s tech support engineers will access the application environment remotely (such service dependent on valid access permission, etc.) If the issue requires code changes, work must be done in the Contractor’s IT Dept. and arrangement made to migrate the new code to the onsite SRMC servers via remote access (first in a TEST environment; after validation migrating the fix to the PRODUCTION server).

98% of calls resolved within 48 hours of the time the call is opened or server access provided.

Level 2 (Major) Service Level: Remote Solution Upon notification of hardware, software, or procedural problem which is causing substantial operational difficulty, but is not preventing a system from recording information in the application, Contractor support should be contacted. It must be determined whether the issue is due to the SRMC servers or applications related. If SRMC hardware or software is found to be the cause the SRMC IT staff intervention will be requested. If the application is at fault, the Contractor’s support engineers (with DOD clearance) will access the servers via VPN/B2B as mandated by SRMC and as required by SAMMC Information Assurance Office (IAO). Service will be coordinated with both SRMC SA and SAMMC COR/SA. If the issue requires codes changes, work must be done according to procedure in

2.2.8 above. Goal is for 95% of calls to be resolved within 24 hours of the time the call is opened; 98% of calls resolved within 48 hours of the time the call is opened or server access provided.

Level 3 (Minor) Service Level: Remote Solution Upon notification of a hardware, software, or procedural problem which is not causing substantial operational difficulty, and also is not preventing a system from recording patient information, the Contractor’s support will be contacted. This includes a training or procedural problem which is not preventing the site from conducting business. This level is also used to flag preventive maintenance issues. 90% of calls resolved within 48 hours of the time the call is opened.

2.2.9. Downtime Monitoring ‐ Downtime is defined as the time a system is not able to successfully open the application, or view/record/save patient data within the application (for any hardware, software, or procedural issue). Downtime will be tracked real‐time as part of the call documentation, escalation, and evaluation process. It will begin at the time any call classified as a Severity 0 call (Critical) is received, and will continue until the system has returned to successfully accessing the application. System uptime should always exceed 98% and should generally be expected to perform at around 99.5% or higher.

2.2.10. System Updates

The Contractor Customer Service schedules and implements software updates. All system updates require contractor access to the SRMC servers via remote access permissions. Updates will be initially placed in a “test” application that resides in the SRMC’s network. Application updates will undergo a rigorous analysis and testing process before they are implemented. Once testing is completed, system access is requested/approved for Contractor engineers to deliver the updates to the production application on the SRMC server. Customer Service will monitor the update to ensure it applies correctly. All hardware upgrades and updates are the responsibility of the SRMC staff.

2.3. PERSONNEL

2.3.1. SRMC / SAMMC System Administrators (SA), CONTRACTING OFFICER REPRESENTATIVE (COR)

SA (primary) Mike Green, GS12, System Engineer, SRMC 210.295.2768 SA (backup) Chuck Shipp, GS12, System Engineer, Cardiology Service, BAMC 210.916.6736

2.3.1. HOURS OF OPERATION. The equipment shall be fully operational 24 hours a day, 7 days per week.

2.3.2. MINIMUM PERSONNEL QUALIFICATIONS. Services under this Contract shall be performed by individuals who have been certified and authorized to perform such services.

2.3.3. SECURITY REQUIREMENTS. Contractor personnel or any representative of the contractor entering Fort Sam Houston and SRMC/SAMMC shall abide by all security regulations and shall be subject to security checks.

2.4. QUALITY ASSURANCE. Upon completion of any upgrade or reported issue work, Contractor Support staff testing will be performed to ensure all services are satisfactory and completed.

2.5. QUALITY CONTROL. The Contractor shall be responsible for ensuring that the quality of service and materials provided under this contract.

3. PERFORMANCE MEASURES

3.1. The Contractor shall maintain the software in optimal operating condition throughout the term of the service agreement.

3.2. The Contractor shall maintain the software in an operational state 98% of the time with no more than 2% downtime in any thirty‐day period.

4. DEFINITIONS

4.1 CALENDAR DAY. The time will be from midnight to midnight.

4.2. CALIBRATION/VERIFICATION/CERTIFICATION (CVC)

No calibrations are required for this application.

4.3. CONTROL. Having authority or influence over the operation and use of equipment. The period on Contractor control is defined as the time when the customer turns the equipment over to the Repair Technician and ending at the time the customer accepts the equipment back. Contractor will have control via remote access permissions granted by the SRMC over the application during designated agreed upon times for maintenance and upgrades.

4.4. DEFECT. Any nonconformance of the application software for the system under contract to specified requirements. Any nonconformance will be communicated to the appropriate person and department upon determination.

4.5. GOVERNMENT FURNISHED PROPERTY (GFP). All equipment, goods, and land possessed by the government and subsequently delivered or otherwise made available to the Contractor. The only GFP required for this contract is the B2B/VPN network concentrator/ access point required to be connected within the Contractor’s data network.

4.6. LEGAL PUBLIC HOLIDAYS. Holidays in each calendar year identified as follows:

New Year’s Day, January 1

President’s Day, 3 rd Monday in February

Memorial Day, Last Monday in May Independence Day, July 4

Labor Day, 1 st Monday in September

Thanksgiving Day, 4 th Thursday in November

Christmas Day, December 25 th

Those holidays falling on a Saturday will be observed on the preceding Friday. Those falling on Sunday will be observed on the following Monday.

4.7. SAMMC – an acronym, San Antonio Military Medical Center

SRMC – an acronym, Southern Regional (Army) Medical Command BAMC – an acronym, Brooke Army Medical Center

4.8. MANDATORY DOCUMENT. A directive obligating the Contractor to perform the effort strictly in accordance with the method specified in the directive to meet the stated results of the directive. The mandatory documents are all service records, documenting parts costs, labor costs, and calibrations performed.

4.9. NORMAL DUTY HOURS. Contractor Support Desk availability: Monday to Friday, 8am to 9pm EST; Afterhours and weekends – calls routed to an on‐call emergency numbers. Support Desk phone number is 877‐354‐0395.

4.10. PREVENTIVE MAINTENANCE CHECKS AND SERVICES (PMCS).

Maintaining application in a “like‐new” operating condition in accordance with manufacturer’s specifications is implied in this requirement.

4.11. QUALITY ASSURANCE. Those actions taken by the Government to assure that the quality of purchased goods and services received are acceptable in accordance with established standards and requirements of the contract.

4.12. QUALITY ASSURANCE EVALUATOR (QAE). A Government Contracting Officer Representative (COR) is responsible for performing surveillance and inspection of contractor performance.

4.13. REPAIR COMPLETION TIME. The time frame requirement within which the Contractor must have the system in fully serviceable condition. This may involve correction of a specific failure or unserviceable condition from time of verbal or written notifications that a service is required on the equipment.

4.14. RESPONSE TIME. As outlined in 2.2.8

4.15. ROUTINE SERVICE CALL. Request for unscheduled service call (excluding emergency calls)

4.16. UNLIMITED REPAIR SERVICE. Repairing equipment to correct deficiencies in the operation of the equipment to insure it will perform all required functions according to manufacturer’s specifications (includes emergency calls and routine service calls).

5. DELIVERABLES

5.1. Contractor will provide software maintenance and upgrade documentation.

6. PERIOD OF PERFORMANCE

6.1. The period of performance is the following:

Base Period: 1 April 2015 through 31 March 2016

Option Year 1: 1 April 2016 through 31 March 2017 Option Year 2: 1 April 2017 through 31 March 2018 Note: Options Years pending availability of funds

7 PLACE OF PERFORMANCE/LOCATION OF WORK

7.1. The application has been licensed and installed at SAMMC (building/database acronym SAMMC).

The following medical treatment facilities (MTFs) shall have access:

San Antonio Military Medical Center (SAMMC), Joint‐Base San Antonio /Fort Sam Houston, TX Carl R. Darnall Army Medical Center (CRDAMC), Fort Hood, TX General Leonard Wood Army Community Hospital (GLWACH), Fort Leonard Wood, MO Blanchfield Army Community Hospital (BACH), Fort Campbell, KY Evans Army Community Hospital (EACH), Fort Carson, CO