DA10--Data Innovations Instrument Manager Brand Name -License #075984 and License#347237

Combine Solicitation will be posted for Data Innovations Instrument Manager Brand Name -License #075984 and License#347237.

The Contractor shall provide all materials, labor, software, hardware, training, and support necessary to maintain and enhance the CAVHS laboratory interface system including:

System Support and Maintenance

Ongoing Instrument Manager Maintenance & Support for production systems

Ongoing Instrument Manager Maintenance & Support for test systems

Auto-verification license maintenance and support

Twenty-four (24) hours per day / seven (7) days per week / three hundred sixty-five (365) days per year telephone technical support

Troubleshooting and resolution of system issues

Software patches, updates, and security fixes

Auto-Verification Continuation

Continuation of existing auto-verification rule sets for high-complexity workflow configurations

Maintenance of auto-verification parameters and configurations

Support for specimen management workspace

Laboratory Intelligence integration with auto-verification workflows

Laboratory Intelligence Implementation

Installation and configuration of Lab Intelligence module for KPI visualization

Configuration and support for key performance indicators including:

Specimen/test volume metrics

Turn-around time tracking

Quality control violation dashboards

Auto-verification rate monitoring

Quality indicator dashboards

Lab Intelligence training and documentation

System Configuration and Enhancement

Support for configuration of production and test servers

Database migration and validation support as needed

Driver updates and compatibility maintenance

Mirroring functionality configuration and support

High availability and disaster recovery support

Interface connectivity with VistA and all laboratory analyzers

Professional Services (as needed)

Implementation support for system upgrades

Workflow rule development and refinement

Training on rule writing and maintenance

Support for specimen management workspace customization

User security configuration and management

Technical guidance on laboratory intelligence configuration

Training and Support

Initial and ongoing staff training on IM system and auto-verification workflows

Training on Laboratory Intelligence dashboard usage

Rules writing and maintenance training

Documentation and Standard Operating Procedure (SOP) support

Knowledge transfer and technical guidance

SPECIFIC TASKS AND DELIVERABLES

Customer Service Requirements

The Contractor shall provide:

24/7/365 Technical Support:Â Telephone support availability with reasonable response time to critical issues

Dedicated Support Contacts:Â Primary and backup technical contacts for escalation

Response Times:Â Initial response to reported issues within 24 hours; critical issues prioritized for same-business-day response

Issue Resolution:Â Committed effort to resolve reported technical issues in timely manner

Performance Tracking:Â Monthly monitoring of support quality and customer satisfaction

Product Support and Changes

Product Notifications:Â Immediate notification to the COR of any product recalls, security vulnerabilities, or mandatory updates

Product Substitution:Â No substitutions without written approval from CAVHS PLMS and the Contracting Officer

Change Management:Â All changes to contract terms, pricing, or conditions require written agreement with CAVHS and signature by the VA Contracting Officer

Defective Products:Â Contractor shall replace and/or reimburse recalled/defective products at no cost to the Government; Contractor liable for processing costs

Site Conditions and Access

All work and delivery shall take place during clinical business hours (Monday-Friday, 8:00 AM - 4:30 PM CST, excluding federal holidays and weekends)

No smoking, eating, or drinking inside the laboratory at any time

Contractor staff must comply with all facility security, safety, and infection control procedures

Cellular phone use only in designated areas; COR approval required for areas of uncertainty

Smoke-free facility: smoking prohibited inside buildings and grounds; violators subject to removal

Equipment Protection and Property

Contractor shall protect all equipment and materials from damage

Contractor responsible for any damage to facility, grounds, or furnishings resulting from Contractor actions

Contractor shall repair or replace any items damaged due to Contractor actions

Contractor shall exercise precautions against damage during all work activities

System Security Requirements

Contractor shall comply with all applicable VA records management laws and regulations including:

Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33)

Privacy Act of 1974 (5 U.S.C. 552a)

Freedom of Information Act (5 U.S.C. 552)

National Archives and Records Administration (NARA) policies (36 CFR Chapter XII Subchapter B)

Data Handling:

Protected Health Information (PHI) access and handling under secure conditions

All data created for Government use remains Federal records under Government control

No removal of memory storage devices, hard drives, or non-volatile memory units from VA control

All research data provided for Contractor analysis shall be de-identified

Confidentiality Requirements:

Immediate notification to COR of any inadvertent or unauthorized disclosures

Restricted disclosure to authorized personnel with documented need-to-know

Implementation of administrative, technical, and physical safeguards for information security

No removal of Government materials or equipment without written COR permission

Return of all Government materials upon completion or as directed

Destruction of records prohibited except per agency records schedules with written concurrence of Head of Contracting Activity

Willful destruction/damage of Federal records subject to penalties per 18 U.S.C. 2701

Business Associate Compliance:

Signed Business Associate Agreement (BAA) required if accessing PHI

Compliance with VA/VHA Directives regarding Protected Health Information

Collaboration with Facility Privacy Officer for BAA implementation

Government Equipment:

Use of Government IT equipment only for contract-authorized purposes per CAVHS policy

No creation or maintenance of records with non-public CAVHS information outside contract scope

No retention, use, sale, or dissemination of deliverables containing Privacy Act information

Subcontractor Management:

Contractor must obtain COR approval prior to engaging any subcontractor

Subcontractors must execute written acknowledgment of security and confidentiality requirements

Contractor liable for subcontractor compliance with all security and confidentiality provisions

Government Ownership:

CAVHS owns all rights to data and records produced under this contract

All deliverables are Government property with unlimited rights for use, disposal, or disclosure

Any Contractor rights in deliverables must be identified per FAR 52.227-11 through FAR 52.227-20

Compliance and Training Requirements

Records Management Training:Â All Contractor employees creating, handling, or accessing records must complete CAVHS-provided records management training per agency policy (including annual refresher training)

Infection Control:Â All employees, contractors, and visitors must comply with local infection control procedures

VA Directives and Policies:Â Contractor must comply with all applicable VA directives and policies including:

VA Directive 1106 - Pathology and Laboratory Medicine Service

VA Directive 6066 - Protected Health Information and BAA Management

VA Directive 6500 - VA Cybersecurity Program

VA Directive 6502 - VA Enterprise Privacy Program

VHA Directive 1605 - VHA Privacy Program

All related handbooks and amendments

Delivery and Installation

Location:Â Central Arkansas Veterans Healthcare System, Pathology and Laboratory Medicine Service, 4300 West 7th Street, Room 2E-155-LR, Little Rock, AR 72205

Delivery Timeline:Â Within 60 calendar days after receipt of order (ARO)

Pre-Delivery Meeting:Â Contractor shall conduct joint pre-delivery meeting with COR 60 days prior to negotiated delivery date to verify delivery and installation dates

Delivery Requirements:

Deliver specified items only when facility is ready for installation

Joint inspection with COR upon delivery

Provide dates of completion for punch list items

Provide information on replacement parts or short-shipped items

Provide all manufacturer recommended maintenance schedules and operation materials in binder(s) or digital format

Delayed Delivery:Â Government-requested delays up to 90 days after initial delivery date at no additional cost

PLACE OF PERFORMANCE

Central Arkansas Veterans Healthcare System (CAVHS)

Pathology and Laboratory Medicine Service

4300 West 7th Street, Room 2E-155-LR

Little Rock, Arkansas 72205

Primary Contacts:

Laboratory Manager/COR: Sean Whiteman, 501-257-6449

Laboratory Information Manager: Jessica German, 501-257-6483

PERIOD OF PERFORMANCE

Base Contract:Â Date of Award August 1st, 2026, through July 31st, 2027.

Option Years:Â One (1) year each for a total of four (4) option years, exercisable at sole discretion of the Government and upon availability of funds.

PERFORMANCE MONITORING AND ACCEPTANCE

Acceptance Procedures

COR shall ensure all work is completed satisfactorily prior to acceptance

All deliverables must meet specifications outlined in this SOW

Disputes over work quality shall be resolved by the Contracting Officer

Vendor credentials shall be reviewed prior to finalization of award

Performance Monitoring Criteria

Vendor performance shall be monitored by CAVHS PLMS Laboratory Information Manager and COR based on:

Ability to consistently provide technical support in timely manner

Ability to execute deliverables as stated in scope and specific tasks

Responsiveness to Government requests and inquiries

Quality of professional services and training delivery

Maintenance of security and compliance requirements

System uptime and reliability metrics

Quality Assurance Metrics

Response Time Standard:Â Initial response to support inquiries within 24 hours with minimum 95% compliance rate

Issue Resolution:Â Technical issues resolved with minimal system downtime

Customer Satisfaction:Â Minimum 95% customer satisfaction on annual survey

Surveillance Method:Â Monthly monitoring of support quality; annual evaluation; CPARS performance evaluation

Performance Incentive:Â Exercise of option periods contingent on satisfactory performance

GOVERNMENT FURNISHED EQUIPMENT (GFE) / INFORMATION (GFI)

No GFE or GFI shall be provided to the Contractor. Contractor shall be responsible for obtaining all necessary tools, resources, and information required to perform contract services.

OTHER PERTINENT INFORMATION

Proprietary Access: Contractor shall have proprietary access codes for Data Innovations IM system at administrator level necessary to perform maintenance and support services.

Inspection and Acceptance: Vendor credentials shall be reviewed and verified prior to finalization of award for all consumables and services provided.

Risk Control: All employees, contractors, and visitors are required to abide by local infection control procedures per VA and CAVHS requirements.

Follow-On Work: No known follow-on work identified at this time.

Conflict of Interest: A determination has been made that no conflicts of interest exist, nor is there potential for conflicts of interest prior to execution of this contract.

FEDERAL HOLIDAYS

Work shall not be scheduled on the following federal holidays:

New Year's Day

Martin Luther King Jr.'s Birthday

President's Day

Memorial Day

Juneteenth

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

When a holiday falls on Sunday, the following Monday is observed. When a holiday falls on Saturday, the preceding Friday is observed.