Notice of intent to sole source VCL texting platform to: cross link media, LLC (SB); cage: 6E5J4 EDA: 1/31/2020

STATEMENT OF WORK

Cross Link Media, LLC

Texting Dashboard and Services

Part 1: Scope of Work

To provide a texting platform that will allow Veterans and family members, in crisis, to communicate with the Veterans Crisis Line (VCL), via short message service (SMS) messaging, by way of a vanity short code VETALK (838255). The platform would need to be configured to accommodate the vanity short code leased by the VCL.

1.1 Description of Services: The service will need to be able to provide a dashboard type interface that will allow employees to carry on multiple texting sessions. The service will trigger an automated response immediately, based on key words in the original message received from the texter. The VCL employee would then respond back to the texter via the dashboard interface which would be accessible on their desktop.

The service would allow access to the VCL employee through the internet and will not store or retain any of the information from the text session on any server or archive. The texting dashboard would need to allow access to the texters phone number, which would be especially useful in crisis situations.

1.2 Background: There are approximately 25 million Veterans in the United States and 5 million Veterans who receive care within VHA. Data from the Centers for Disease Control and Prevention indicate suicide rates among men between the ages of 20 and 65 at approximately 22 per 100,000 persons per year. VHA mental health officials estimate 6,400 suicides per year among Veterans, and 1,600 - 1,800 among Veterans receiving health care from VHA. Recent reports have suggested that Veterans may be at an increased risk for conditions and behaviors associated with poor mental health including post-traumatic stress disorder (PTSD), anxiety, depression, and increased rates of substance use; all of which are established risk factors for suicide. For many Veterans in emotional crisis, their first contact with VHA is though the VCL. In an effort to reduce the number of suicides among the Veteran population, a texting program is being established to provide another access point-of-care for the Veteran population. Text messaging is a useful tool for reaching specific audiences.

Historically, the VCL only had staff utilizing the texting platform at the Canandaigua site. In 2019, the VCL expanded this service to be conducted at the Atlanta site as well, to meet with increasing new media (SMS) demand.

1.3 Objective: The key component required will be a web-accessed interface allowing a remote operator to receive and send responses to an individual mobile phone commonly referred to as a Dashboard, which will be integrated with the SMSC Gateway provided by a third party.

1.4 Period of Performance: The period of performance shall be for one (1) base six (6) month period as follows:

Base period: 31 January 2020 through 31 July 2020

1.5 Termination of Services: The VCL reserves the right to terminate any or all services if they are determined to be no longer necessary.

1.6 Transition Plan: Contractor shall provide a transition plan to ensure that there is no lapse in critical services.

Part 2: TASKS AND DELIVERABLES

2.1 Description of Tasks: Deliver dashboard functionality through a web-based URL, to allow VCL employees the capability to receive and respond to text messages from any mobile telephone and other service. No data will be stored, saved or otherwise archived from texting other than statistics necessary for billing and accounting purposes. The contractor will need to coordinate with the VCL to establish a suite of automated, instantaneous responses to initial text, based on keywords in the original text message received. The contractor must also provide texting capability, both sending and receiving, for the predetermined vanity short code (which is being provided through a separate procurement). The services should include all fees, etc. for a flat rate.

2.2 Deliverables:

1. Dashboard Functional Requirements:

Once an MO (mobile originated message) is received at the SMSC, two actions will happen:

First, an automatic response will be generated to the sender based on the key word received. Key words can be changed at any time as can responses.

Automatic response can be several phrases/input patterns deep.

Requires ability to set time for generating response for each layer.

An alert will be sent to the VCL stating that a message has been received and response has been sent initiating the interaction via the Dashboard.

Automatic response disengagement. A button will appear allowing an operator to disengage the automatic response mechanism and take control of the outbound text messages.

Dashboard will display telephone number of originating mobile device, display location based on area code and geographic location of the phone at that moment.

Dashboard will display original inbound key word sent to short code.

Time and date stamp will reflect receipt of inbound message.

Dashboard will display outbound response based on inbound key word.

Dashboard will display further inbound and outbound messages.

Inbound messages will be highlighted by a different color than outbound messages.

Dialog summary retain entire conversation until terminated and display in a scrolling log.

Operator will be able to terminate dialog based on criteria established by VCL staff.

Terminate button will appear on screen and be highlighted in Red.

A double opt in to terminate will be required.

Operator will be able to Save Dialog for output to Word or other format as determined by VCL staff

Dependent on current instant messaging guidelines developed by the VCL.

A notes section will appear for an operator to make notes on the record while engaged in the message originator.

Note section will have unlimited space and will scroll forward as information is input.

Message, summaries, phone numbers and personal information will not be housed outside any VA facility.

A shared inbox or lobby for purposes of supervision and claiming due to technical difficulties.

2. Documentation and Training

a. Will need to provide appropriate system documentation and training.