Vetride hosted solution

Department of Veterans Affairs (VA)

































PERFORMANCE WORK STATEMENT

VetRide Hosted Solution





1 Introduction

The Department of Veterans Affairs (VA), Veterans Health Administration (VHA) Healthcare System provides primary care, specialized care, and related medical and social support to serve America's Veterans' health and wellness needs. To do this, VHA needs to be a comprehensive, integrated healthcare system providing excellence in health care value, excellence in service as defined by its customers, and excellence in education and research. To enhance the VHA system, the Central Business Office (CBO) has launched a new transportation program for VA patients to enhance existing transportation programs implemented by local VA Medical Centers (VAMCs).

Beginning in the fall of 2010, the CBO began deploying ride scheduling software and routing systems to the VAMC's. VA seeks to provide an integrated transportation approach with vehicle tracking devices, passenger tracking, dynamic routing, detailed scheduling and reporting. Transportation Services in the VA are widely dispersed and operate independently of each other. The Veterans Transportation Service (VTS) provides a potential "first' step in creation of a transportation service thru which an optimal and cost effective ride is brokered and managed. The VTS operates under the Veterans Transportation Program (VTP).

VAMCs currently coordinate local efforts to provide transportation services to Veterans, including specialized services to meet the specific needs of Veterans in their catchment areas. VA also provides reimbursement for medically related travel to eligible Veterans. The VTS Program is currently underway at 86 VAMC's. Even with these efforts, the VA recognizes that access to VA's benefits and services sometimes remains difficult. In some cases, VAMCS even use mobile clinics to provide services.



The VA especially recognizes the problems Veterans who are visually impaired, elderly, or immobilized due to disease or disability, particularly those living in remote and rural areas, face in traveling to access VA health care. To work toward providing these Veterans with the most convenient and timely access to transportation services, VA's vision is to explore the establishment of a network of community transportation service providers that could include Veteran Service Organizations (VSO's); community and commercial transportation providers; federal, state and local government transportation services as well as non-profits, such as United We Ride, operating within each VISN or even local facility.



The VTS initiative will not replace current activities, but will rather supplement existing benefits and programs to improve access to VA health care.



The VTS program will consider several classes of transportation partners:

" Community transportation providers

" Federal, state, local transportation providers

" Veterans Service Organizations (VSO's) and other voluntary resources

" Citizens who are interested in volunteering to assist in transportation

" Commercial transportation providers (if necessary)



In this initiative the drivers for vehicles will include:

" Paid staff

" Volunteers



The VA seeks to improve access to health care by introducing a more systematic approach to providing Veterans with rides to and from VA health care facilities. Transportation services will be improved by providing VA health care facilities staff to support ride coordination, ride scheduling/routing and driving. Additionally, VA will acquire vehicles with adequate capacity to handle trunk routes and door-to-door routes. The acquired vehicles will also accommodate service dogs/animals, wheel chairs, or walkers for Veterans with difficulty walking.



To provide these services effectively and efficiently will require a transportation management platform to be in place that supports the people and processes of the program. The purpose of this document is to outline the scope, capabilities and features, and desired future state to address the long-term needs of the Veterans Transportation Program's transportation management platform. This document will be used as a starting point to communicate with prospective vendors and explore candidate solutions.



We are seeking a partner to provide an end to end transportation solution. This partner will serve as the single point of contact for all elements of the system, to include, but not limited to, software, hosting services, mobile data computers (installed), necessary telecom services (data plans), and other integration services as required. As the single point of contact, our partner will handle all contracts, subcontracts, hiring, firing, and other tasks associated with administering the system. The proposal will be devoid of extensive add-on and multiples pricing. We anticipate the partner providing other non-specified skills, services and expertise with the goal of contributing synergistically to the success of the program's mission.



2 Background Information

VA's overarching purpose is to improve the lives of our Nation's Veterans. The VA's Mission, Vision and Core Values and Veteran demographic information are provided as background information to interested vendors. To learn more about VA, interested vendors are encouraged to visit www.va.gov.



2.1 Overview of VA Core Values

" Compassion: We will treat all Veterans and their families with the utmost dignity and compassion. We will provide services in a caring manner, with a sympathetic consciousness of others' distress together with a desire to alleviate it.

" Commitment: Veterans have earned our gratitude and respect. Their health care, benefits, and memorial service needs to drive our actions

" Excellence: We strive to exceed the expectations of Veterans and their families. We strive to perform at the highest level of competence and take pride in our accomplishments.

" Professionalism: Our success depends on maintaining a highly-skilled, diverse, and compassionate workforce. We foster a culture that values equal opportunity, innovation, and accountability.

" Integrity: We recognize the importance of accurate information. We practice open, truthful, and timely communication with Veterans, employees, and external stakeholders. By carefully listening and responding to their concerns, we seek continuous improvement in our programs and services.

" Accountability: We will perform in a manner at all times that makes us accountable, responsible, and answerable to Veterans and their families, our leaders and other employees as well as external stakeholders.

" Stewardship: We will ensure responsible stewardship of the human, financial, and natural resources as well as data and information entrusted to us. We will improve performance through the use of innovative technologies, evidence-based medical practices, and sound business principles.



VA provides health care and services through a nationwide network of 152 hospitals, 951 outpatient clinics, 134 nursing homes, 30 domiciliaries and 232 readjustment counseling centers.



2.2 Veteran Demographics

At the end of fiscal year 2009, there were just over 7.7 million Veterans enrolled in VA's Health Care System. In fiscal year 2009, VA provided care for over 5.74 million Veterans. The median age of Veterans is 60; 20% are under age 45, 41% are between 45 and 64 and 39% are 65 or older.



The following are additional demographic data from the 2010 Census related to the Veteran population:

" Veterans with a Service Connected Disability: 3.2 million

" Veterans over 60 years of age: 12.5 million

" Total number of Veterans: 22.7 million

" In 2012, using the current Transportation Management Solution, the VTP provided approximately 230,000 trips per year with an average of approximately 3 trips per month per veteran.

" In 2012, the Veterans Transportation Service scheduled and transported approximately ~25K veterans spread over ~42 sites.

" The current focus of the program has been supporting mostly rural areas. In the future, the Veterans Transportation Service will expand its focus to include urban areas.



3 Notional Architecture

The following provides a high-level architectural overview of the future state VetRide solution:









" The VetRide solution would be implemented in a hosted environment outside of the VA network. The type of hosting implementation could extend to an industry practiced SaaS, (Software as a Service) architecture depending on the vendor, cost, and features/capabilities.

" The VetRide solution would need to provide the features and capabilities currently provided via the RouteMatch solution

" The VetRide solution will need to integrate to the following:

o Vehicle Clients such as the Mobile Data Computer and GPS

o VA Transportation and Administrative users via a Web Browser

o Integrations to connect to community transportation resource resources (e.g. Atlanta Regional Commission) to coordinate and schedule rides. These interfaces are most likely to be Web Services.

o Self-Service to the riders via a web-based portal in order to request a ride, check status of ride requests, and get route information

" The VetRide solution would have to meet the strictest of quality attributes (e.g. availability, scalability, etc.). However, one of the most important qualities attributes the project will ensure that the solution meets will be security standards.



4 Scope and Requirements

This section provides information on functional requirements for Ride Scheduling software. These requirements identify the most preferred requirements for the contractor to meet. Interested vendors are encouraged to respond to as many of the requirements as possible.



NOTE: It is important to note that the following are not in scope for this project:

" The actual vehicles

" Drivers (staff)

" Providing Vouchers for riders

In general, the scope for this solicitation excludes carriers or providers of transportation services.

4.1 Summary of Project Scope

In summary, the key items the contractor must provide are as follows:

" Transportation Management Solution:

Provide a comprehensive Transportation Management Solution to provide routing, scheduling, and data collection

" Hosting:

Implement the Transportation Management Solution in a hosted hardware and software environment

" Mobile Data Computer:

Provide Mobile Data Computers with installation and validation of functionality

" Self-Service:

Provide self-service capabilities to users/riders via Web-Based portal

" Consulting Services:

Provide Consulting Services: training, business intelligence and advanced application features.

" Integration Support:

Provide systems integration development support (e.g. Mobile Data Computers and other external parties via Web Services)



4.2 Transportation Management Solution

The Transportation Management Solution will have the following features and capabilities:



4.2.1 Usability Requirements

4.2.1.1 User Interface

The application shall conform to VA-sanctioned standards for design, look, feel, accessibility and provide a graphic user interface (GUI) for administrators to easily customize the solution to accommodate regional variations in parameters, constraints, and business rules. VA web standards are located at the following VA internal web site and will be provided upon contract award:

o http://vaww.va.gov/oirm/training/section508/webstandards.html



4.2.1.2 Section 508 Compliance

The ride scheduling and routing software shall comply with usability requirements as specified by section 508 of the Rehabilitation Act Amendments of 1998.

4.2.1.3 Online Help

The ride scheduling and routing software shall provide online help of features and capabilities.

4.2.2 Routing Capabilities

The system shall provide integrated routing and re-routing for vehicles. The system shall enable real-time communication of routing information to dispatched drivers.



The system shall provide the following capabilities:

4.2.2.1 Automated Routing

The system shall automatically calculate routes and dispatches based on entered Veteran Destination To and/or Veteran Destination From and times.

4.2.2.2 Manual Routing

The system shall enable the transportation coordinator to manually create routes by providing the waypoints or "legs" of a trip.

4.2.2.3 Routing and best order

The system shall provide best order and routing instructions based on pick time and/or destination time for entered patients.

4.2.2.4 Automated routing for multiple vehicles

The system shall coordinate routing based on multiple vans/drivers and multiple Veteran Destination To and/or Veteran Destination From and times.

4.2.2.5 Driver navigational directions

The system shall communicate driving directions to driver-accessible device located on VA vehicles.

4.2.2.6 Real-time automated re-routing

The system shall allow real time automated rerouting of van and driver based on new or removed Veteran Destination To and/or Veteran Destination From entries.

4.2.2.7 Ride route schedule updates

The system shall update ride route schedules based on delays or other variables identified during the ride. These updates shall then trigger passenger alerts.

4.2.2.8 Method for wait listing ride requests

The system shall enable transportation coordinator to place Veterans requesting a ride on a prioritized wait list when rides are not available.

4.2.2.9 Passenger prioritization by need

The system shall take into account the passenger's special needs to manage vehicle capacity. This would ensure that veterans with special needs are given top priority when being assigned to a vehicle.

4.2.2.10 Automated Vehicle Log (AVL) Playback

The system shall enable the transportation coordinator to playback the vehicle's log on the map.

4.2.2.11 Address Correction and Validation

The system shall enable the transportation coordinator to correct and update an address to the actual map location (e.g. GeoCoded).

4.2.2.12 Zone Creation and Management

The system shall enable the transportation coordinator to create unique boundaries on the map as "zones".



4.2.3 Information Repository

The system shall provide capability to enter and update information about drivers, vehicles, devices, passengers, attendants, and trips. In addition, the system will need to be flexible to allow new (TBD) user-defined fields and constraint values.



The system shall provide the ability to enter, update and store, at a minimum, the following information:

4.2.3.1 Passenger information:

" Passenger Name (Last Name, First Name)

" Passenger Gender

" Passenger Home Address

" Passenger Mailing Address

" Passenger Currently Active

" Pick up and drop off date and time

" Appointment date and time

" Unique Veteran ID (20 Character identifier) (further discussion about SSN / PII - perhaps a primary and secondary ID fields)

" Passenger Contact Information:

o Home Phone

o Mobile Phone

o Other Phone (and Type)

o e-Mail Address

" Passenger Contact Preference

" Passenger Type: Veteran, Veteran Companion

" Mobility Type

" Wheelchair Need: Yes/No identifier

" Load Times (average time for passengers to get on and off vehicle)

" Other Special Needs of Veteran:

o Ambulatory

o Blind/Site Impaired

o Hearing Impaired

o Service Animal

" Other Special Needs: This should allow the notes on special needs of the rider.

" Affiliated Veteran: for Veteran caregiver, the software will be modified to ensure the attendant is associated with a specific Veteran. Veterans are allowed to have caregivers travel with them if it is determined that it is medically required.

" Clinical Priority of Veteran (Should be able to select multiple clinics if necessary)

" Eligibility for Special Mode

" Eligibility for Beneficiary Travel (By Trip)

" Funding source (Special Mode, VTS, etc.)

" Ability to track additional information as needed (OEF/OIF, Homeless, Veterans Justice Outreach, etc.)

4.2.3.2 Vehicle information:

" Vehicle ID

" Vehicle Mileage

" Vehicle Type, to include:

o Ability to build different vehicle types (12 passenger van, Large Bus, Minivan, etc.)

" Vehicle Pool

o Voluntary Service

o Fleet Vehicle

o Contractor Vehicle

o Ability to build different vehicle pool (Voluntary Service, Fleet Vehicle, etc.)

" Vehicle Passenger Capacity

" Vehicle Capabilities (Low Floors, Wheel Chair Lift)

" Vehicle Custom Fields

o Ability to create custom fields to track vehicle information (Fuel Type, Last Service Date, etc.)

" Vehicle Availability: Y/N

" Vehicle Characteristics

o Ability to create different characteristics as needed

" Vehicle Description

o Make

o Model

o Color

o Year

" Vehicle in-Service/Out-of-Service Status

" Vehicle Cost Tracking

o Deprecation Tracker

o Fuel Cost

o Driver Cost

4.2.3.3 Driver information

" Driver's Name

" Address (Drivers or VA)

" Driver's Phone Number

" Driver's License Number

" Driver's Hire Date

" Comment's Section

" Work Schedule

" Emergency Contact Information

o Name

o Phone Number

o Relationship

" Drivers Characteristics

o Air Brake Certified Y/N

o Commercial Driver's License Y/N

" Custom Fields

o Training

o Physical

o Certifications

4.2.3.4 Device information:

" GPS Device ID

" Associate Vehicle ID (where device is deployed)

4.2.3.5 Trip information:

" Trip ID

" Pickup Address

" Drop-off Address

" Service being used

" Trip timing preference

o Drop-off

o Pickup

" Trip date and time

" Trip Status

" Trip request pickup/drop-off time

" Trip type

" Cost for Trip (Ability to calculate the costs for different fare types)

o Ability for system to track and formulate the Beneficiary Travel Cost Avoidance

o Ability for system to track and formulate the Special Mode Cost Avoidance

" Trip Fare Type

o VTS

o Special Mode

o Beneficiary Travel

o Contract

" Trip Purpose

" Clinic Being Visited (Ability to choose multiple clinics)

" Trip Load time

" Trip Unload time

" Number of passengers per trip

" Duration of trip

" Distance for trip

" Trip route

4.2.3.6 Data Analysis

The system shall provide the ability to export data Information Repository data to external systems for analysis and reporting.

4.2.3.7 Audit Logging

The system shall provide the ability to log addition and updates performed by the user on the Information Repository for audit purposes.

4.2.3.8 Historical Logging

The system shall provide the ability to log historical changes of key data such as the trips undertaken by a particular passenger over time.

4.2.3.9 Data Verification

The system shall provide the ability to verify the trip information in the Information Repository against the information in the Mobile Data Computer. This type of validation is needed to ensure that "planned" vs. "actual" trip information can be reconciled.

4.2.4 Transportation Coordinator and Station Capabilities

The system shall provide support for multiple concurrent station users. The station users will function as transportation coordinators, who will be able to receive requests for scheduled rides, will plan routes for vehicles/drivers, and will track/oversee dispatched vehicles.



The contractor's solution shall provide the following capabilities:

4.2.4.1 System passenger pick-up and destination storage

The system shall have a database that allows for repeat addresses can be verified for pick-up or drop-off.

4.2.4.2 Multiple concurrent users

The system shall support multiple concurrent users (coordinators) simultaneously. Users will be able to view all vehicles mapped to each facility.

4.2.4.3 Route Cost Analysis

The system shall provide the ability to calculate and analyze the cost of a route to determine the most economic routing for a specific passenger. This will need to include costs based on mileage (e.g. miles * cost of gas per/gallon) and third-party contract carrier costs.

4.2.4.4 Threshold Management and Warnings

The system shall provide the ability to set thresholds to values (e.g. cost and "Special Mode") and warn the user of possible threshold violations. For example, the system should warn/remind the user of the cost of "Special Mode" transportation vs. VTS prior to scheduling a trip.

4.2.4.5 Enter special passenger instructions

The system shall enable transportation coordinators to enter special instructions for drivers and/or VA attendants for specific passenger pick-ups and/or drop offs. Special instructions will include service dogs/animals, wheelchair, medical caregiver/companion, hearing impaired.

4.2.4.6 Identify caregiver (companion) support for passengers

The system shall identify if the passenger requires caregiver (companion). Veterans will be allowed to bring caregivers if they are determined to medically require such support.

4.2.4.7 Enter and display Veteran information

The system shall allow information for passenger (Veteran) data to be entered, stored, and managed.

4.2.4.8 Display Veteran active pick-up orders

The system shall display any active orders for pick-up or delivery once Veteran identification has been entered to ensure duplicate orders are not entered.

4.2.4.9 Repetitive pick-up orders

The system shall allow for recurring pick-up and/or delivery orders to be entered without making a new entry.

4.2.4.10 Appointment time

The system shall allow Veteran appointment time to be entered and the system will calculate route and pick-up time with site adjustable parameters.

4.3 Hosting

4.3.1 Projected Growth

The following provides an overview of the expected planned growth. This information can be used to determine performance, capacity, and other quality requirements.





Year Number of Sites Number of Trips

2012 42 230,000

2013 52 284,762

2014 152 832,381













4.3.2 Hardware and Software

The Transportation Management Solution shall be implemented as a hosted service. Depending on cost and vendor this may extend to an industry practiced "Software as a Service" (SaaS) model.

4.3.3 Security

The solution shall ensure that all Veteran information is adequately secured and conforms to VA information security standards. VA is required to protect Personally Sensitive Information (SPI) in accordance with the latest version of the National Institute of Standards and Technology (NIST) Special Publication (SP) 800-53 and the VA Information Security Handbook 6500. A Risk Assessment should be conducted to determine the Security Category of the data, and then the appropriate security controls should be assigned as a baseline. These are the preliminary steps in the Assessment and Authorization (A&A) process, which is the process required to obtain an Authority to Operate (ATO). The VA will assist in A&A process, providing guidance and support to the vendor.



Since the solution may result in the system being a managed service, the vendor would be responsible for conducting the A&A, as providing proof to the VA of the results of the process so an ATO can be issued by the VA. Specific requirements for security Managed Services can be found in the document included below.







The current Transportation Management Solution and VA environment currently utilize the following:

" The use of SSL

" Passwords that follow the 6500 Standard

" Citrix Remote Client

" Devices that follow the FIPS (Federal Information Processing Standard) 140-2 for Field devices.



Refer to entitled "Federal Standards and Guidelines" for a comprehensive list of information privacy and security requirements.

4.3.4 Performance Requirements

4.3.4.1 Concurrent Users

4.3.4.1.1 The system shall enable multiple transportation coordinators and other users (e.g. systems administrators) to access server software across multiple VAMC's without degradation of performance. The system shall additionally be capable of tracking and communicating with multiple vehicles simultaneously deployed across multiple VAMC regions.

4.3.4.1.2 The ride scheduling and routing software system shall support not less than 1,140 concurrent users. This is a rough approximation based on average of 7.5 users/drivers per site times the final number of sites (152). Final numbers are TBD.

4.3.4.2 Availability

4.3.4.2.1 The Transportation Management Solution shall have at least a 96% availability during Core hours of operation. Core hours of operation are Mon-Sun from 5:30 AM - 12:00 AM (EST).



4.3.4.3 Driver Device Connectivity and Uptime

VTS drivers (both employees and volunteers) will be dispatched to remote, rural settings. It is necessary that driver navigation and communication devices maintain connectivity, and in the event of connectivity loss, that these devices rapidly restore communications.

4.3.4.3.1 In the event of loss of driver navigation equipment, the driver navigation equipment will restore connectivity within 5 seconds of restoring communications.

4.3.4.4 Failure Rates

4.3.4.4.1 Failure rate of component systems should be less than .5% in a rolling 12 month period.

4.3.4.5 System Response Time

4.3.4.5.1 System shall have an average screen latency time of 1 second not to exceed 3 seconds in more than 0.1% of cases.

4.3.4.5.2 System shall not exceed a lag time of 3 seconds for more than 0.1% of the time in a rolling 12 month period.

4.3.4.5.3 System shall maintain an average lag time of less than 2 seconds 96% of the time in a rolling 12 month period.

4.3.4.5.4 System shall maintain an average system response time of less than 2 seconds 96% of the time for a rolling 12 month period.

4.3.5 Support Requirements

4.3.5.1 Maintenance and Support

The contractor shall provide maintenance and technical support 24/7.

4.3.5.2 Defect Management

The Contractor shall provide tiered level defect resolution for the Transportation Management Solution.



Note: The VA has adopted the Institute of Electronics and Electrical Engineering (IEEE) classification structure for defects.



4.4 Mobile Data Computer

The contractor will provide a mobile data computer to be used on the field vehicle to provide GPS, communication with the Transportation Management Solution, and to provide 2-way text/voice communications support. This device will need to be rugged enough for field use and will need to be a pure "dumb client" so as not to store any sensitive information

4.4.1 Driver Work Updating and Driver Communications

The system shall provide integrated routing and re-routing communication device for real-time communication to and from drivers when drivers are in the field.



The system shall provide the following capabilities:

4.4.1.1 Mobile field services

The system shall provide devices for use by drivers while in the field. The driver devices shall support real-time navigation, messaging between driver and transportation coordinator(s), work order (passenger pick-up/drop-off) management by driver/VA attendant while in field.

4.4.1.2 Station to driver alert capability

The system shall support station (transportation coordinator) to driver alerting. These alerts will take the form of messages.

4.4.1.3 Satellite communication

The system shall operate through satellite communications to allow operation in rural areas.

4.4.1.4 Traffic and weather updates

The system shall provide traffic and weather condition/updates to drivers in real time.

4.4.1.5 High-Speed Data communications

The system shall provide high-speed data communications between the Mobile Data Computer and the Transportation Management System base station using standard data carrier technology and standards (e.g. 3G).

4.4.1.6 Bluetooth communications

The system shall provide Bluetooth communications between the Mobile Data Computer and the driver's Bluetooth-enabled handset. This would enable the driver to use voice capabilities hands-free.

4.4.1.7 Wi-Fi communications

The system shall provide Wi-Fi communications between the Mobile Data Computer and the Transportation Management System base station. Note, although the requirements specify a "dumb client" that would not be storing the route information on the device, it is possible that Wi-Fi may be a feasible data carrier in some cities.



4.4.2 Global Positioning System (GPS) Integration Capabilities

The system shall provide Global Positioning System (GPS) integrated into Mobile Device. The GPS devices shall be capable of being logged and registered with the ride scheduling and routing software.



The system shall provide the following capabilities:

4.4.2.1 Register GPS devices

The system shall allow VA users to register GPS devices and associate the devices with a specific vehicle.

4.4.2.2 Real time vehicle/driver (GPS device) location

The system shall allow the ride scheduling and routing software to locate vehicles in real time. An appropriate VA user will be able to identify the location of each vehicle mapped to her/his facility.

4.4.2.3 GPS and Turn-by-Turn

The GPS and Turn-by-Turn mapping will utilize the most current mapping data.

4.4.3 Smart Card Reader

The system shall provide smart card readers as part of the Mobile Data Computer.

4.4.3.1 Smart Card Formats

The Smart Card Reader shall support the following smart card technologies:

" Magnetic stripe

" Barcode

" Smart Card formats

4.4.3.2 Smart Card Information

The cards provide the following key info:

" Social security number

" Name

" Date of birth

" Service connected indicator

" Integration Control Number (ICN - unique VA Veteran identifier)

4.5 Self-Service

4.5.1 Self-Service Portal

4.5.1.1 The self-service portal shall allow the rider to request a ride, view scheduled rides, and view route/map information.

4.5.1.2 The self-service portal shall be accessible via a Web-based desktop and mobile web browser.

4.5.2 Notifications

The system shall provide the following notification capabilities:

4.5.2.1 Passenger Notification

The system shall notify the passenger to remind them of a scheduled ride, when the vehicle is within a defined time from the passenger pick-up, and when there is a delay or cancellation of pick-up. The alert will be in the form of a pre-recorded message to the passenger. The passenger alert will be in the form of:

" Prerecorded voice message

" Text message

" E-mail message

4.5.2.2 Facility Notification

The system shall notify the destination facility that the passenger has been picked up.



4.6 Consulting Services

4.6.1 Training

The Contractor shall provide training in the following key topics and areas:

4.6.1.1 Training Plan

The Contractor shall provide a training plan that identifies the modes for performing training, intended trainees and course durations.

4.6.1.2 Systems Administrator Training

The Contractor shall provide training to systems administrators in both the use and administration of the Transportation Management Solution.

4.6.1.3 Transportation Coordinator Training

The Contractor shall provide training to transportation coordinators in the use of the Transportation Management Solution. Transportation coordinators duties will include (but not be limited to) the following tasks:

" Receive ride requests

" Schedule rides for Veterans and companions

" Update ride requests

" Monitor vehicles in route

" Transmit messages and alerts to drivers

" Dispatch vehicles

" Plan ride routes

" Update status of vehicles

4.6.1.4 Driver Training

The Contractor shall provide classroom training to drivers on the use of the Mobile Data Computer. Drivers will consist of both VA staff and volunteers to VA. The contractor shall provide training to both volunteers and VA staff.

4.6.2 Documentation

The contractor shall provide the following key documentation for both the Transportation Management Solution and the Mobile Data Computer:

" Deployment Guide

" Systems Operational Manual (describes how the system will be maintained and operated)

" Troubleshooting Guide

" Users Guide

" System Monitoring Plan

4.6.3 Mobility Management Expertise

The contractor shall provide the VA with consultative services and support to improve their Mobility Management. This would include analysis of the current state of the VTP program and recommendations for a future state that meets the vision and requirements of the business.



4.7 Integration Support

4.7.1 Integration with external transportation providers-VTCLI grantees

The system shall be capable of integrating with external transportation systems to coordinate travel requests, validation, and pick-up information. This will allow scheduling clerks to leverage the resources of other transportation providers.

4.7.2 One time migration support

A one-time data import will be required to move information from the current Transportation Management Solution to the new VetRide solution.

4.7.2.1 The system shall be able to import data from the current Transportation Management Solution in order to facilitate migration.

4.8 Business Intelligence and reporting

The VetRide solution must provide a Business Intelligence and Reporting platform (e.g. Data Warehouse) to capture transactional and event information. This information will be used to produce consistent, efficient, accurate reports. The Business Intelligence platform will be used to provide historic, current, and predictive analysis of the VetRide program. In addition, the VetRide solution will need to provide the tools to perform analytics and reporting of the data warehouse.

4.8.1 Data Warehouse

The VetRide solution will need to provide a data warehouse to capture all relevant transaction and event information. This will have the ability to extract raw data from the data warehouse.



Note: Transaction information in this context would be information such as a pick up or drop off that took place along with the rider information. Event information in this context would include system-level information on the success or failure of a transaction (e.g. Mobile Device status, etc.).

4.8.2 Decision Support System

The VetRide solution shall provide the necessary tools to allow VA personnel to access the Data Warehouse to perform online analytics.

4.8.3 Reporting

4.8.3.1 KPI and Metrics

The Vendor will work with VA personnel to develop reports that align to the VA VetRide program KPI and metrics.



4.8.3.2 Sample Reports

The system shall support ability to generate reports about passengers utilizing the transportation services, vehicles providing transportation services and overall reports by facilities.



The following provides a sample of the types of reports and attributes available in the current Transportation Management System. These should serve as an idea for the types of reports the new solution will need to support. In addition, the solution will ideally provide the ability to create new reports via the Transportation Management Solution or by providing data to external reporting and analysis tool.



Report Name Report Definition

Productivity Report This report will allow the customer to only have to pull one report to get a quick glimpse of the productivity of their VTS system.

Trip Count This report will take an in depth look at the efficiency of the VTS program by breaking down the where, when, why, and who of the trips.

Unique Veterans This report shows the amount of Veterans that use the transportation system in a specified time span. Veteran will be counted once in the specified time span no matter how many times they use the service.

Vehicle Productivity Report This report shows the productivity of a specified vehicle(s). For example if a vehicle is used for multiple runs in a day this report will show all of the mileage associated with each run that the vehicle did.

Trips Not Verified Report This report will show all trips that are not verified in a specified date range.

Passenger reports Key passenger reports should include the following:

" Roster of passengers transported in between identified date ranges

o Provide total number of trips taken per passenger per time period

" Count of unique patients and passengers transported by vehicle, facility, region

" Count of unique patients and passengers picked up at specific location (e.g. home, residence vs. fixed pick-up location)

" Count of patient caregivers transported

Vehicle reports

Key vehicle reports should include the following:

" Miles traveled by vehicle and all vehicles in a facility

" Number of seats occupied per vehicle per trip and number of seats vacant per vehicle per trip

" Downtime per vehicle between identified date ranges

Facility reports

Key facility reports should include the following:

" Total number of trips per facility for date range

" Count of passenger trips per facility per day of week and period of day

Mobile Device Report Captures status and failures of Mobile Devices





4.9 Future Features and Capabilities

It is the vision that the VetRide solution will someday integrate with internal VA systems. These internal systems include medical and benefits systems (e.g. VistA), data sources (e.g. VTP Data Warehouse), and other technologies (e.g. the Personal Identity Verification (PIV) card. These systems will require messaging typically via Web Services and Extraction Transformation and Loading (ETL) components.



The integration to internal VA systems has not been clearly defined; therefore, it is not the intent to seek a detailed estimate or design of this feature and capability at this point in time. However, we will be expecting the vendor to their current and future integration strategies and capabilities- i.e. to address potential integration strategies as part of their proposal.







5 Key Milestones and Deliverables



5.1.1 Architectural Prototype

Overview

In 2010 the Department of Veteran Affairs developed the Veterans Transportation Program. This program was developed to increase access to care for Veterans by using transportation software to increase the efficiency of trips, improve the tracking of trips, and to collect all of the corresponding data.



Architectural Prototype Goals and Objectives

The primary goal of the architectural prototype is for the contractor to demonstrate the technical performance and functionality of the transportation software, architecture, and hosting solution. An Architectural Prototype will be used so that we will build off of each phase. This differs from most prototypes where it is intended to test ideas and throw many of the parts away. Key among the technical and functional requirements is the need for the system to be able to be modified to fit the need of each of the respective site(s). Also the overall system will need a high level of security to ensure the safety of the Veterans private information.



The contractor shall develop a test environment with associated system software and applications using the aforementioned goals. The following are the key objectives:



" Validate Standards: A set of standards will be developed on what the business wants to include vehicle to vehicle and vehicle to infrastructure communication paths. The contractor will demonstrate these standards and show that they properly function.

" Provide Core Services: A set of core services are part of the software architecture. These include publish/subscription services, network management, mapping and positioning services. These services are to be tested to ensure they properly function.

" Support Applications: Successful implementation depends on the ability of the architecture to be able to support simultaneous operation of the safety, mobility, commercial (private) applications expected to run on the system. The contractor will demonstrate that the basic set of applications, representative of those expected to be part of the initial architecture can concurrently run with other applications.

" Demonstrate Security and Privacy: The ability to protect against malicious intrusion, while maintaining privacy. The contractor will demonstrate their security settings and show that they meet VA standards.

" Demonstrate Hosting Solution: The ability to host a transportation software system for 152 plus sites located throughout the United States.

5.1.2 Deliver Reports for IATO and FATO

Documentation necessary to obtain Interim and Final Authority to Operate (IATO and FATO respectively) shall be supplied by the contractor. VA templates will be provided to the contractor. These documents are as follows:

" System Security Plan

" Risk Assessment

" Privacy Impact Assessment (if applicable)

" Contingency Plan

" Incident Response Plan

" Configuration Management Plan

" Security Configuration Checklist

" System Interconnection Agreements

" Signatory Authority

a. Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution;

b. One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

c. Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.