Enterprise Laboratory Information System (ELIMS) Annual Maintenance Agreement and Support Services

Title: Enterprise Laboratory Information System (ELIMS) Annual Maintenance Agreement and Support Services

Solicitation: W81XWH19Q0252
Notice Type: Request for Information (RFI)
Response Date: 05 August 2019
NAICS: 511210 - Software Publishers
Scope: This new requirement is for the purpose of defining the terms and conditions under which Technical Support, Maintenance and Software Upgrades will be provided by Abbott Informatics Inc. in technical support of the STARLIMS software application deployed throughout the Army Public Health Enterprise laboratories at the following location:

1. Aberdeen Proving Ground, Maryland
2. Landstuhl Regional Medical Center, Germany
3. Joint Base San Antonio (JBSA), Texas
4. Camp Zama, Japan

Objectives: The objective of this requirement is to provide support services:

Objective 1- Software Maintenance Support

Objective 2 - Software Upgrades

Objective 3 - Technical Support

Objective 4 - License Renewal

Objective 5 - Training

Specific Task/Requirement:

Objective 1: Key Task 1 - Software Maintenance: The Contractor shall provide the Government with copyrighted patches, bug fixes and releases of the Software.

Objective 1: Key Task 2 the Contractor shall notify the Government of any material defects or malfunctions in the Software or related documentation that it learns from any source. These material defects will be published in one of the following methods: Vendor's website, email, telephone or written letter

Objective 2: Key Task 1 - Software Upgrades: The Contractor shall provide the Government with all minor/major software version releases.

Objective 2: Key Task 2 - The Contractor shall supply the Government with copies of the Software and relevant documentation revised to reflect significant updates and enhancements to the software made by the Contractor, if any, during the period of this contract. Such enhancements may include, without limitation, modifications to the Software that increase its speed, efficiency, and/or ease of operation.

Objective 3: Key Task 1 - Technical Support: The Contractor shall provide the Government with access to their technical support center that allows the Government to request technical support via calling the Contractor's telephone support phone number, emailing a technical support engineer or submitting a form online. Support assistance may be delivered by telephone, email and/or remote assistance via a web meeting.

Objective 3: Key Task 2 - The Contractor shall respond to the Support Request in relative to the following priorities:

PRIORITY IMPACT EXAMPLES
1 - Critical 24 Hours Service Outage or a major application problem making it impossible to use the application Service is not available, application does not save critical data correctly.
2 - Major - 48 hours Impact Users at more than one site impacted and no work arounds exists Slow application response time, session timeouts, some application functionality is broken.
3. Ordinary/Routine - 5 Bus. Days Impact Users in small number at one site or combine site locations, but a workaround exists. Users running a supported browser are affected, but can use an alternate browser. Some minor application functionality is broken, but the service is still usable.
4. Low - 10 Business Days Enhancements - Request for new feature.

Objective 3: Key Task 3 - Support will be provided to the Government for assistance with software bugs, repair of known issues, troubleshooting of software malfunctions, installation and deployment, general questions, end user questions, software administration and best practices procedures. The Contractor is not responsible for software or hardware of third parties, but may, at the discretion of the support engineer, assist in troubleshooting these third party hardware/software issues.

Objective 3: Key Task 4 - The Contractor shall give reasonable assistance to the Government in installing and operating any new release or enhancement, provided, however, that if such assistance is to be provided onsite, such services will be charged at Vendor's then current consulting rate and billed and approved by the COR prior to performing the service. Any additional support outside the scope would be procured outside the contract.

Objective 3: Key Task 5 - The Contractor shall provide onsite support services to the Public Health Laboratories to provide the Government with in person support for requirements identified in the support of the ELIMS system.

Objective 4: Key Task 1 - Software License Renewal: The Contractor shall provide and or renew the software application licenses for the items listed below:

110 - Full Concurrent User (FCL)
1 - Unlimited Data Concurrent User (DCL)
2 - BatchProcessor (BCL)
30 - Advanced Analytics User (AAE)
5 - Advanced Analytics Builder (AAB)
1 - Unlimited SDMS User
12 - NWA Concurrent Users
6 - XFD Designer
4 - Mobile/HTML 5 Designer

Objective 4: Key Task 2 - The Contractor shall supply user license copies of all updates and/or enhancements without additional charge.

Objective 5: Key Task 1 - The Contractor shall supply the following Training opportunities at the Contactor's location for the Government to participate

1- Application Training Course for Public Health - A 4.5-day lecture program that provides a detailed introduction to the functionality of the STARLIMS Laboratory Information Management Systems, giving attendees a full understanding of the terms, concepts and functionality of the system within a controlled training environment, and includes a detailed set of training notes and material.
2- Reporting Training Course - a 20 hour instructor led program, presented on-line, that provides detailed technical instruction in the maintenance and creation of reports within any STARLIMS Laboratory Information Management System.
3- Advanced Analytics Builder Training Course - A 3-day instructor led program that teaches participants how to construct interactive dashboards leveraging the powerful analytic reporting tools available in the STARLIMS V11 Laboratory Information Management System.
4- Configuration Training Course - a 4.5-day lecture program that provides detailed instruction in the use of the STARLIMS Laboratory Information Management System configuration tools, giving attendees a full understanding of the use of the STARLIMS designer module for the configuration of the STARLIMS product within a controlled training environment, and provide a detailed set of training notes and material.
5- STARLIMS System Administrator Training - a 3-day instructor led program that provides detailed instruction of the main administration tasks to be performed on a STARLIMS production system, to ensure the STARLIMS system is performing as expected.

RFI INSTRUCTIONS:

Interested parties are asked to respond to this RFI and submit a capabilities statement that supports the focus of this RFI. Please review the place of performance requirements. Please submit written responses via email in Microsoft Office 2000 or 2007 format. All responses should be complete: in 12-point font; and not to exceed 5 pages total, including graphics, tables, and appendices.
No hardcopies shall be accepted. No written solicitation document is available at this time. Telephone requests will not be honored, and no bidders list shall be maintained. No inquiries regarding any potential future acquisition activities shall be entertained.
There is proprietary information involved in this requirement which may preclude some established clinical trial centers from competing on this requirement, although no decisions have been finalized at this time.
Potential offerors are requested to direct all questions via email to the Point of Contact listed below. Responses are due to the Point of Contact, Ms. Flodean Billings at email: flodean.p.billings.civ@mail.mil no later than 9:00AM EST, Monday, August 5, 2019.
CAUTION: This is an active requirement. Contractors are strictly prohibited from discussing this requirement with any member of the program office. All discussion shall be with the point of contact listed above.
DISCLAIMER: This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Neither unsolicited proposals nor any kinds of offers will be considered in response to this RFI. Responses to this notice are not offers and will not be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this RFI. All information received in response to this RFI that is marked proprietary will be handled accordingly. Responses to the RFI will not be returned.

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