DF10--Vocera Messaging continuation of VA Palo Alto Health Care System

VOCERA Messaging San Jose CBOC - SOW 1

STATEMENT OF WORK (SOW)

as of February 21, 2023

VOCERA Messaging Palo Alto Division

Contract Number:

Task Order Number:

IFCAP Tracking Number:

Follow-on to Contract and Task Order Number:

1. Contracting Officer s Representative (COR)

Name:

Joshua Cantillas

Section:

Nursing Service

Address:

3801 Miranda Ave. (118), Palo Alto, CA 94304-1290

Phone Number:

1(650)493-5000 x62815

Fax Number:

E-Mail Address:

Joshua.Cantillas@va.gov

2. Contract Title. Vocera Messaging, VA Palo Alto Health Care System, Palo Alto Division

3. Background. Vocera messaging devices allow for easy communication with nursing staff who are providing patient care. This will include one (1) full-time remote Vocera System Administrator for serving end users on one (1) campus which include the Vocera Application Server Cluster, Vocera SIP Telephony Gateway Server, Vocera Client Gateway Server, Vocera Report Server, and Vocera Messaging Server. The objective is to increase the utilization of Vocera for the needed critical communications of Nursing Staff throughout the VA Palo Alto Health Care System and specifically the Palo Alto Division.

4. Specific Tasks.

Vocera will provide Customer with one (1) REMOTE Vocera Systems Administrator for the term of the contract. The Vocera System Administrator will focus on knowledge transfer to Customer appointed System Administrator(s) as requested by Customer. The Vocera System Administrator will be an employee of Vocera and will be responsible for on-going management of the Vocera implementation and utilization as outlined below.

4.1 Vocera Data & Device Management

4.1.1 Establish, update, and maintain processes for submitting data and device changes to Vocera database.

4.1.2 Add/delete/update users, groups and address book entries as requested by using departments.

4.1.3 Export user, group, and address book information for review by using departments for accuracy and currency (every 6 months).

4.1.4 Maintain device management data.

4.1.5 Develop, update, and maintain processes for changes in badge ownership, ordering new equipment, troubleshooting equipment, repairing equipment, requesting, and processing RMA s, reporting damage and budget trends, maintaining spares pool, coaching on replacement budget planning, training users and leadership on device management best practices, scheduling reports, and aiding with finding lost equipment.

4.2 Vocera Software Management

4.2.1 Apply Vocera service packs and hot fixes. Please note that this does not include upgrades to a new software major or minor release. Upgrades to new releases may be contracted for separately.

4.2.2 System health analysis (every 6 months).

4.3 Vocera Deployment Optimization

4.3.1 Refine deployment call flows and messaging groups to improve usability of the Vocera system.

4.3.2 Round on each unit to coach staff, learn workflow, uncover issues, resolve issues, and develop relationships

4.4 Vocera Report Management

4.4.1 Set up scheduled reports as requested by end user unit leaders.

4.4.2 Provide consultation to units regarding the reports available.

4.4.3 Review reports and provides consultation to end user units, network staff and other key support staff and stakeholders regarding actions needed to optimize Vocera system and user performance. (Monthly)

4.5 Vocera Training and Orientation Management

4.5.1 Develop, update, and deliver training for new employee orientation for Vocera users.

4.5.2 Establish process for on boarding of new Vocera users.

4.5.3 Establish process for reviewing Vocera reports to identify and coach users experiencing less than optimal performance.

4.5.4 Maintain training materials and make easily available to staff for self-review and refresher.

4.5.5 Maintain at least a 10% Super User population across all units and shifts; providing training to keep the Super User population competent and constant.

4.5.6 Provide upgrade training for changes in functionality affecting end users.

4.6 Vocera Issue Escalation Management

4.6.1 Develop, update, and maintain process for end users to report Vocera issues.

4.6.2 Address and resolve issues regarding Vocera equipment, database, and users.

4.6.3 Escalate issues regarding integrated systems, including Extension, to the appropriate Customer or vendor contact.

4.6.4 Escalate issues regarding network or servers to the appropriate Customer contact.

4.6.5 Escalate issues with the Vocera product to Vocera Technical Support.

4.6.6 Track and trend Vocera issues to institute process improvements where possible to reduce issue escalations.

4.6.7 Follow up with issue reporter to provide update status and resolution.

5. Deliverables: As listed above in sections 4

6. Contractor Qualifications. There are no contractor requirements for this contract.

7. Performance Monitoring. The Subject Matter Expert (SME) or Contracting Officer s Representative (COR) will evaluate the services required and monitor the performance of this contract to ensure compliance with the terms and conditions of the contract.

8. Government-Furnished Equipment and Government-Furnished Information

Vocera remote System Administrators should have access/introduction to clinical engineering, infection control, telecom, applications, and network staff as well as key clinical stakeholders.

They should be managed by a clinical resource to facilitate relationship with clinicians and access to clinical flows.

Provide access to a high-quality color printer for printing Vocera training materials.

9. Security Requirements Provide access to the Vocera servers, access to Customer s policy and procedure information, and security access to all implemented areas/floors with a few exceptions (narcotics areas, etc.).

9.1.1 Access to other systems such as change management, internal help desk systems, shares, and personnel systems may also be required.

9.1.2 A customer email account is strongly recommended.

9.1.3 Ensure the Vocera remote System Administrator has the permissions and rights needed to support the Extension middleware solution.

9.1.4 Ensure the Vocera remote System Administrator has any needed access and permissions to report and maintain technical case information and otherwise represent the customer with Extension, Inc.

9.1.5 Provide a Vocera badge configuration computer with a dedicated access point and access to it.

9.1.6 Ensure the access points, network infrastructure, hardware and systems software support the requirements for the Vocera Communications System.

The C&A requirements do not apply, and that a Security Accreditation Package is not required. At no time will the vendor be in contact or have access to VA sensitive information. VA sensitive information procedures will be followed per VA Handbook 6500.6.

10. Period of Performance. Contract award (begin) out to one year with a potential for four (4) additional option years.

11. Delivery Schedule The contractor must be able to provide support, materials, equipment and training on with nursing staff upon award of the contract.

12. Quality Assurance Surveillance Plan (QASP).

The Subject Matter Expert (SME) or Contracting Officer s Representative (COR) will evaluate the services required to ensure compliance with the terms and conditions of the contract.

13.0 Invoice / Payment: The Contractor shall submit the invoice at the completion of services to the POC/COR prior to submitting it to OB10 for verification. OB10 shall forward the Contractor s invoice directly to DFAS Austin (also known as the Finance Service Center) for payment. All invoices shall include the Contract number, Purchase Order number, Order Date, Period of Performance, and Description of Services. The invoices shall provide significant detail to enable reconciliation.

14.0 OB10 electronic registration. VA entered a relationship with OB10, a global provider of electronic invoicing. With OB10, all Contractors will be able to securely submit invoices directly from their existing billing systems. Contractors can easily submit invoices electronically through OB10.

By submitting invoices electronically through OB10, the Contractor will experience prompt payment with reduced exceptions. Your participation is required to continue providing products or services to the VA in compliance with the Improper Payments Elimination and Recovery Act of 2010 (IPERA) and Mandate AN97. The rule mandating electronic invoice submission was published on Nov 27, 2012, and has an effective date of Dec 27, 2012. Mandate AN97 can be located on the Federal Registry at the link provided: https://federalregister.gov/a/2012-28612 .

14.1 How-to register with OB10 instructions will be provided to the vendor if needed.

14.2 Vendor e-Invoice Set-Up Information: Contact OB10 at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have question about the e-invoicing program or OB10, contact the FSC at the phone number or email address listed below:

OB10 e-Invoice Setup Information: 1-877-489-6135

OB10 e-Invoice email: VA.Registration@ob10.com

FSC e-Invoice Contact Information: 1-877-353-9791

FSC e-invoice email: vafsccshd@va.gov