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Combined Synopsis/Solicitation Notice

Combined Synopsis/Solicitation Notice

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Combined Synopsis/Solicitation Notice
*= Required Field
Combined Synopsis/Solicitation Notice

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SUBJECT*
AvaSure Telesitter

GENERAL INFORMATION
CONTRACTING OFFICE S ZIP CODE*
45409-1337
SOLICITATION NUMBER*
36C25023Q0772
RESPONSE DATE/TIME/ZONE
06-20-2023 4:00pm EASTERN TIME, NEW YORK, USA
ARCHIVE
30 DAYS AFTER THE RESPONSE DATE
RECOVERY ACT FUNDS
N
SET-ASIDE
SBA
PRODUCT SERVICE CODE*
5820
NAICS CODE*
334290
CONTRACTING OFFICE ADDRESS

Department of Veterans Affairs
Network Contracting Office (NCO 10)
3140 Governor s Place Blvd. Suite 210
Kettering OH 45409-1337

POINT OF CONTACT*
Contract Specialist
John Tschirhart
john.tschirhart@va.gov
937-267-3952
937-262-5974
PLACE OF PERFORMANCE
ADDRESS
Department of Veterans Affairs

Dayton VA Medical Center

4100 West Third Street

Dayton Ohio
POSTAL CODE
45428
COUNTRY
USA

ADDITIONAL INFORMATION
AGENCY S URL
https://www.va.gov
URL DESCRIPTION
Homepage
AGENCY CONTACT S EMAIL ADDRESS
john.tschirhart@va.gov
EMAIL DESCRIPTION
Point of Contact

DESCRIPTION
Attachment 1: Template for Combined Synopsis-Solicitation for Commercial Products and Commercial Services
Effective Date: 03/15/2023
Revision: 01
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Description
This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Federal Acquisition Regulation (FAR) subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Items, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested, and a written solicitation document will not be issued.

This solicitation is issued as an RFQ (36C25023Q0772). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2023-04.

This solicitation is set-aside for Small Businesses.

The associated North American Industrial Classification System (NAICS) code for this procurement is 334290, Other Communications Equipment Manufacturing with a small business size standard of 800. The FSC/PSC is 5820.

The Department of Veterans Affairs, Network Contracting Office (NCO) 10, Regional Procurement Office (RPO) Central, 3140 Governor s Place Blvd, Suite 210, Kettering, OH 45409 is seeking to purchase AvaSure Telesitter.

All interested companies shall provide quotations for the following brand name or equal:

Supplies

ITEM NUMBER
DESCRIPTION OF SUPPLIES/SERVICES
QUANTITY
UNIT
UNIT PRICE
AMOUNT
0001

26.00
EA

AvaSure Software - Standard -1 Year
LOCAL STOCK NUMBER: AVA-E-0104-1Y

0002

4.00
EA

Epee Guardian Mobile Device
LOCAL STOCK NUMBER: AVA-M-0201-2

0003

22.00
EA

Guardian Hardware - Ceiling -Ceiling Tile
LOCAL STOCK NUMBER: AVA-R-0203-1

0004

4.00
EA

US Power Cord - 10' Medical
LOCAL STOCK NUMBER: A-000285

0005

2.00
EA

Spare Parts Kit with 10ft power cord
LOCAL STOCK NUMBER: AVA-SK-0101-3

0006

1.00
EA

AvaSure Install Services
LOCAL STOCK NUMBER: AVA-SERV-0109

0007

1.00
EA

AvaSure Project Management Services
LOCAL STOCK NUMBER: AVA-SERV-0111

0008

1.00
EA

AvaSure Clinical Services
LOCAL STOCK NUMBER: AVA-SERV-0117

0009

2.00
EA

Monitor Station - Large Format Monitor
LOCAL STOCK NUMBER: A-000214

0010

2.00
EA

Precision 3460 SFF CTO BASE: 12th Gen Intelr Core"! i7-12700 (25 MB cache, 12 cores, 20 threads, 2.10 GHz to 4.90 GHz Turbo, 65 W); Windows 10 Pro (Windows 11 Pro license included), English, French, Spanish; No Microsoft Office License included; Precision 3460 SFF with 300W up to 92% efficient (80 Plus Platinum) PSU; 16 GB, 2 x 8 GB, DDR5, 4800 MHz; NVIDIAr T1000, 4 GB GDDR6, 4 mDP; C1 SSD Boot + SSD; No SATA RAID; 512 GB, M.2, Gen 4 PCIe NVMe, SSD, Class 40; No Hard Drive; No Hard Drive; No Hard Drive; No Additional Network Card Selected (Integrated NIC included); Intel Wi-Fi 6E (6GHz) AX211 2x2 Bluetooth 5.2 Wireless Card w/Internal Antenna; Not selected in this configuration; No Additional Port; No Optical Drive; PowerDVD Software not included; Intel Management Engine disabled; Dell KB813 Smart Card Keyboard (US); Dell Optical Mouse - MS116 (Black); ENERGY STAR Qualified; EPEAT 2018 Registered (Gold); Dell Precision TPM; WLAN Intel AX211 wireless card driver; US Power Cord; Safety/Environment and Regulatory Guide (English/French Multi-language); Quick Setup Guide, Precision 3460; No UPC Label; Shipping and Handling Single-Pack; Precision 3460 Plat Reg Label DAO; Intelr Core"! i7 Processor Label; Internal Speaker; No AutoPilot; No Stand; No Additional Cable; No External Speaker; Additional Software Win 10 Intelr Rapid Storage Technology Driver, Precision 3460; No anti-virus software; No FGA; Integrated Intel Sata Control; No SD Card Reader; No Hard Drive; OS Windows Media Not Included; 3 Years Hardware Service with Onsite/In-Home Service After Remote Diagnosis; Federal Keep Your Hard Drive Service, 3 Years
LOCAL STOCK NUMBER: 210-BCTU



Telesitter

STATEMENT OF WORK (SOW)

DEPARTMENT OF VETERANS AFFAIRS

Dayton VA Medical Center


BACKGROUND

This acquisition effort seeks to utilize technology solutions to improve patient safety and facilitate patient care by centralizing observation of patients requiring continuous observation. At present to reduce the risk of falls or to ensure patients do not place themselves at risk, staff remain present in the room to constantly observe the patient. This observation intervention is referred to as using care companions, where a one-to-one staff to patient relationship is ensured at the point of care. When assigned this role, the staff member is unable to perform other tasks and is dedicated to constant patient observation. This results in both direct and indirect costs, as well as potential impact on the care of other patients due to reduced staff.
SCOPE OF WORK

The contractor shall provide a turnkey solution to the Veterans Health Administration s (VHA) Telesitter initiative including but not limited to assessing site conditions, installing commercial off the shelf remote patient observation systems that conform to the requirements of this SOW and applicable regulatory guidance, help desk support, analytic reporting, clinical and technical staff training, ongoing repair and replacement and maintenance of equipment. In the event existing and/or legacy VA equipment will be earmarked for replacement during the performance of this effort (such equipment to be designated by VA on a case-by-case basis), the contractor shall be responsible for removing such designated equipment and for any related migration of data from said equipment into VHA.

This procurement is intended to offer a safe, cost-effective observation, communication, and analytic solution to the care companion needs throughout VHA. The desired outcome is to utilize centralized patient observation while ensuring patient safety is not compromised.

It is possible that changes in federal law, statute, regulation (to include VA-specific regulations), policy, guidance, standards of care, best practices, and/or technical requirements to enhance and/or ensure patient safety may result in the need for updates, modifications, changes, and/or replacement of any hardware and/or software solutions provided under this effort in order to comply with any/all such changes.

Should any such changes occur during the course of performance for this effort which may result in the need to modify the contract s terms and conditions they will be addressed accordingly, to include (but not limited to) revising the SOW to accommodate any/all respective changes in required contract performance, potential submission and consideration of Requests for Equitable Adjustment if appropriate (note that submission of any REA s shall not constitute and/or result in automatic acceptance and/or approval of same by the Government), as well as the receipt of proposals from performing contractors with respect to any changes to provided hardware, software, support services, warranty costs, etc. which may be considered, negotiated, and potentially added to the base contract SOW requirements via contract modification.

Vendor shall be FIPS compliant.

Changes to the SOW

Any changes to this SOW shall be authorized and approved only through written correspondence from the Contracting Officer (CO) and as contained in a properly executed contract modification. A copy of each change will be kept in a project folder along with all other products of the project. Only a warranted Contracting Officer has the authority to make changes to the terms and conditions set forth in this SOW. Any and all costs incurred by the Contractor through the actions or authorizations of parties other than the CO shall be borne by and are at the sole risk of the Contractor.

Contract TYPE

The effort shall be proposed on a Firm Fixed Price (FFP) basis.

PERFORMANCE DETAILS

PERFORMANCE PERIOD

The period of performance is TBD.

PLACE OF PERFORMANCE

Places of Performance shall be:
DAYTON VETERAN AFFAIRS MEDICAL CENTER
4100 West Third Street
Dayton, OH 45428

Neighborhood
Locations
Unit Type
Total #
POD A/ NH2/Victory Ridge (2)

Various
Portable
2
POD B/ NH1/ Patton's Place
110
113
122
133
141

All Mounted

5 (1 for each room)
POD C/ NH3/ Lincoln Estate
139B
124B
118

All mounted
3 (1 for each room)
POD D/ NH4/ Kennedy Way
110-Room only
138B-Veteran
154-Veteran
176-Veteran
All mounted
4 (1 for each room)
5 North
126
127
128
129
130

All mounted
5 (1 for each room)
5 South
118
119
120

122
126

All mounted
5 (1 for each room)
Small Home
Various
Portable
2


TRAVEL OR SPECIAL REQUIREMENTS

The Contractor shall submit all proposed travel plans to CO and COR for review and approval no less than 5 business days in advance of the anticipated departure date.
Travel costs will be included in task orders as a separate, cost-reimbursable, not to exceed line item.
The principal place of performance for services provided in the task order Performance Work Statement (SOW) is projected to be at the Contractor s site. However, the contractor may be required to attend meetings at the Government site location.  Authorized travel will be reflected as a separate line item and as a not-to-exceed (NTE) total expenditure. Additionally, the Contracting Officer s Representative (COR) must approve all travel requirements/requests before travel begins. Travel that occurs without pre-approval by the COR will NOT be reimbursed (See Attachment Travel Authorization Request Form). Travel and per diem expenses will be reimbursed on an actual expenditures basis in accordance with Federal Travel Regulations and FAR 31.205-46. To be reimbursed for travel, the contractor shall submit supporting documentation as required by Federal Travel Regulations with invoices. Expenses for subsistence and lodging will be reimbursed to the contractor only to the extent where an overnight stay is necessary and authorized by Federal Travel Regulations in effect at the time of the stay for the specific location. Profit and G&A will not be an allowable reimbursement expense for travel.
CONTRACT MANAGEMENT
TBD

GOVERNMENT FURNISHED PROPERTY
N/A
SPECIFIC TASKS AND DELIVERABLES
Task 1: Site Assessment
The Contractor shall conduct an onsite current review assessment at the VHA Facilities. This assessment shall include but is not limited to evaluating the audio/video (A/V) endpoints and assessing the compatibility of the current technology that is capable of being interfaced with the Telesitter Program (i.e., EMR, etc.). The site assessment shall include a review of existing A/V hardware installed and provide recommendations to reuse or remove. Site assessments will be at the vendor s expense for all task order work. The site assessment shall include a written review of all local infrastructure needs, such as, but not limited to, availability of power, data (network) connections, network patch panel capacity, switch ports, above ceiling inspections, wireless signal strength, and coaxial cabling needed to implement the contractor s solution.

SITE ASSESSMENT REPORT

The contractor shall provide a documented report to the Telesitter Program and the VHA facility outlining what modifications are necessary (i.e., the relocation of low voltage cable, the desired location of electrical outlets). The contractor shall provide a compatibility requirements document outlining the configurations or features for facility specific medical system necessary for full integration with the Telesitter program. The site assessment report shall include all infrastructure needs broken out by VHA facility, building, room number, and in-room location. The site assessment report shall also include annotated drawings detailing the locations of all infrastructure installation needs. VA shall furnish baseline facility drawings prior to the site assessment for the contractor to use. The contractor shall include the timeline required to complete installation.

The contractor shall make any necessary changes to the Site Assessment Report and provide an updated document to the Telesitter team. This process should be followed until all parties have a mutually agreed upon report. This document should be reviewed and signed off on by the VHA facility project manager who is implementing the system. The submission timeline for the site assessment report and feedback shall be determined at the task order level.

Task 2: Post-Award Orientation Meeting, Clinical Demonstration
The Contractor shall attend any implementation, upgrades, maintenance, and technical support post-award orientation meetings where implementation, upgrades, maintenance, and support shall be discussed and documented in detail. The meetings will be scheduled and coordinated by the vendor, COR and/or designated VHA point of contact (POC). The Contractor shall coordinate participation from all contracted project resources and sub-contracted project resources.

The contractor shall be responsible for providing a post award orientation demo during the meeting. The contractor shall be responsible for providing all AV and presentation information during the meeting. The demonstration shall include but not be limited to:
Key Personnel/Roles and Responsibilities
Equipment functionality
Workflow processes
Maintenance

Deliverable
Post-award orientation meeting minutes
The contractor shall provide meeting minutes within three business days of the meeting, including but not limited to the following information:
Attendance
Agenda
Discussion
Action Items with assignments
Project Status and timeline
Risks
Next Steps
The contractor shall provide a Contractor Program Management Plan (CPMP). The CPMP shall include:
Approach for assessment
Knowledge Management
Training Plan
Critical Path Method
Implementation Plan
Milestones
The post award meeting minutes and CPMP shall be provided to the COR, CO, and VHA POC.

Task 3: Installation
Vendor will participate in a site Infection Control Risk Assessment (ICRA) prior to beginning work onsite and will comply with all ICRA recommendations. Vendor may submit proposal assuming Class I and if a higher class is required, vendor may submit additional proposal.
The contractor shall perform software, infrastructure, and hardware installation, configuration, implementation, and testing of the Telesitter software and equipment. The contractor shall provide a 99% uptime reliability across each facility at all times for contractor s intellectual property and equipment to include virtual application required sub-licenses interfacing with the contractor intellectual property and required in-room equipment/hardware purchased. The 99% uptime requirement specific to in-room installed equipment/hardware shall pertain to continued connectivity between in-room A/V equipment and the Telesitter software. If at any moment, more than 1% of the in-room equipment is offline or not accessible from within the Telesitter software the reliability requirement will be considered NOT to be met. Issues with uptime shall be reported using the vendor established telephone support procedure and the contractor will be responsible to coordinate issue resolution on behalf of VHA Telesitter program.

The contractor shall follow all applicable VA healthcare facility design guidelines in accordance with the VA Technical Information Library (TIL) when installing their solution.
Data (network) and communications cabling should follow the latest version of the VA TIL, Telecommunications Systems Infrastructure Standards and Design, Infrastructure Standard for Telecommunications Spaces guide available from https://www.cfm.va.gov/til/spclRqmts.asp#TelecomInfraStds.
The contractor shall be responsible for ensuring all infrastructure and equipment installed in the patient care vicinity, patient care areas, and non-patient care areas conforms to all applicable TJC, NFPA 99, NFPA 101, and NFPA 70 standards. Any additional standards requirements that may be identified after award will be communicated to the contractor via the COR and/or CO.

The solution shall meet the following minimum capabilities:

Provides a cost effective and safer observation and communication solution to the needs in VA Medical Centers
Optimizes resource allocation
Provide a robust patient observation solution which utilizes modalities designed to both minimize individual patient fall risk as well as assist in reducing overall patient fall rates.
Offers two-way audio communication with patient.
Equipment with the capability to be used in various location throughout medical centers
Meets HIPAA and other privacy and security regulations
Allows remote observation staff to alert patient care staff of an urgent situation
Integrates with the EMR to provide documentation of alerts, responses, etc.
Provides reporting capabilities.

Audio Video Endpoints
Salient Characteristics
Security
AES (128-bit)
Operating System
Approved/Supported VA Operating System
Display Resolution
1080p
Camera
1080 P motorized PTZ 18X optical zoom
Camera
360-degree pan, tilt, zoom
Interoperability
SIP, H.323,
Components
Microphone, speaker, display, codec,
Call Resolution
720p/30
Un-interruptible Power Supply Connection Capability
Internal Battery- Optional
Brightness and Contrast Control
High-Definition inputs and outputs
IEC 60601 Certified
Controls
Low Light/Night Vision
Remote Muting from Command Center/Sub-Hub
Remote Volume adjustment
Camera motion controls (including zoom, 360-degree pan)
Hard Reboots
Locally controlled
Soft Reboots
Local and remote capable
Features
Full integration with medical applications
All-In-One Installation and Component Base Installation option
Virtual Controls
Control Audio/Video from inside medical application
Monitoring and Notifications
Remote Management of endpoints

Includes features of foreign language

Up to 16 patients may be monitored per operator
SOFTWARE UPDATES AND UPGRADES

As part of scheduled maintenance, the Contractor shall furnish, install, and maintain the Telesitter software upgrades, version changes, and/or updates to the system including but not limited to the A/V hardware and any associated Telesitter interfaces. The Contractor shall monitor and maintain the system including maintaining updated Telesitter software security patches and software releases. The Contractor shall provide any successor versions of the Telesitter software including software updates at no additional charge to the Government.

The Contractor shall provide the VA with all a list of all approved software patches (i.e., Windows patches). The contractor shall not install any patches without first communicating, reviewing, and receiving concurrence from the designated COR. Urgent patches shall be communicated and coordinated with the appropriate COR prior to installation. All approved patches shall be tested in non-clinical environment prior to installation.

UPDATES

The Contractor shall provide updates that are but not limited to:
a. Initiated by the Contractor to improve functionality of the Telesitter program
b. In response to changes in VA enterprise needs
c. To maintain the Telesitter as compliant with VA standards
d. To maintain compatibility with other systems
e. To maintain VA standards regarding security updates and patching

UPGRADES

As the VA Telesitter program evolves, new functionality that is not currently known or available will be desired by the Government to enhance patient safety, quality and to improve patient care. Furthermore, other VistA and commercial applications are likely to be developed in the future; therefore, the Telesitter system must have the flexibility within the application to adapt to the changing needs of VA. These types of improvements are upgrades are defined as hardware, software and/or firmware changes that provide additional application features and functionality to an existing system. An example of an update is changing from Version 4.0 to Version 4.1. An example of an upgrade is changing from Version 4.2 to Version 6.1. All Software Updates shall be included as part of maintenance at no additional cost. If an upgrade requires a major hardware upgrade to provide the additional functions it will be made available for purchase. The Contractor is responsible for acquiring any certifications from a regulatory agency such as the Food and Drug Administration.

UPDATES AND UPGRADES TRAINING
The Contractor shall provide release notes and informational training sessions associated with any and all updates and/or upgrades at no additional cost.

Deliverables:

Post Installation Report shall include:

All activities conducted during installation
Annotated facility drawings detailing locations of all installed infrastructure
List of inventory by room
Maintenance schedule

Delivery of the Post Installation Report will be specified at the Task Order level.

Task 4: Clinical and Technical Training

The Contractor shall include training in the pricing however shall not submit an invoice for payment unless the training is utilized. If used, invoicing will be in arrears, and will only be in the amount used.

The Contractor shall provide remote and on-site user training to both clinical and non-clinical staff on the use and operations of the Telesitter Software. Technical training shall be provided to technical staff and shall include the software and hardware operations and maintenance. Final dates and times for all training be mutually agreed upon between the Contractor and with the designated POC at the VAMC and included in the project schedule. The Contractor shall contact the designated POC to discuss and schedule training. Clinical training can be conducted at the VHA location and shall include initial training of new personnel in operation and care of the Telesitter Software, as well as an actual demonstration of the system, and its interaction with the existing systems identified, i.e., EHR, and medical device integration. The Contractor shall provide training on completing any adjustments or other actions that may be undertaken by operating personnel in the event of malfunction or failure. The Contractor shall provide training manuals and instruction materials in an electronic format (approved at the Task Order level) for distribution by the Medical Center to each attendee. VA will provide the total number of personnel to be trained at the task order level. Training shall be provided in various forms of media such as tutorials, manuals, and on-site training, as appropriate. In addition to the training outlined above, training will be conducted at times and locations determined at the task order level, which may include off-duty tours, with agreement from VA and Contractor.

The Vendor shall ensure that all contractor training personnel are adequately trained on the technology and medical systems to provide the highest level of training as required by the VHA facility. Training shall be provided during all upgrade/updates/patched where the workflows, sustainment actions, and software changes would impact the clinical and technical users.

Additional software application training shall be provided by the contractor at no additional cost a minimum of two times within 180 days if required and requested by the COR to ensure full utilization of the system. Training can be in a mutually acceptable form agreed upon by both the contractor and the COR, within the scope of work, including electronic means, on-site training during the performance of the software maintenance, or via telephone. The additional training shall be provided within fourteen (14) calendar days of receipt of request from the Task Order level COR.
Task 5: Continued sustainment AND Helpdesk Support

UNSCHEDULED MAINTENANCE
The Contractor shall provide the VHA facility with an unlimited number of unscheduled maintenance and technical support incidents during the performance period. Support includes both remote and on-site support 24x7x365. The Contractor shall perform all unscheduled corrective maintenance during the performance period with COR concurrence.

TELEPHONE AND ON-LINE SUPPORT AND TECHNICAL/CLINICAL RESOLUTION
The contractor shall provide one (1) telephone and one (1) on-line support contact for the entire Telesitter Program including but not limited to the Medical Application, A/V endpoints, interfaces, and updates. The support shall include clinical and technical support as required by the VA. The contractor shall triage any clinical or technical issues to internal business units and/or sub-contractors and manage the communication and resolution process. All support shall be directed through the contractor, and they are responsible for the resolution of reported issues. If an issue is deemed to be the responsibility of a third-party vendor or internal to the VA, the contractor shall take responsibility to resolve the issue and shall continue to provide support throughout the resolution of the issue.
The contractor shall provide the VA with a method of communicating issues via telephone and on-line support (i.e., Email). These methods shall be used to report issues with any component of the Telesitter program and the contractor shall coordinate with sub-contractors or other business units accordingly.
The contractor shall provide a one (1) customer support line for all technical issues impacting uptime reliability of 99% for software, intellectual property, sub-licenses, and/or in-room hardware/equipment interfaced with the contractor s intellectual property and sub-licenses required for the intellectual property to perform. The contractor is responsible for managing all customer complaints for the VHA Telesitter Program to include all participating and future beds in throughout the VA to favorable completion.
The contractor is responsible for providing telephone support for critical technical issues, which shall be determined by the VHA POC, twenty-four (24) hours per day, seven (7) days per week, including recognized holidays. All issues shall be classified as either critical or non-critical by the VHA Telesitter program POC.
The contractor shall provide telephone support for non-critical technical issues Monday Friday between the hours of 7:00am and 7:00 pm (EST), excluding federal holidays. Issues will be classified as critical or non-critical by the VHA Telesitter program POC.
The contractor shall provide all required telephone support for application, hardware, and system troubleshooting and analysis of contractor software or third-party software and hardware sold through the contractor.
The contractor shall provide all required telephone support for all technical, application, or system issues will be managed by the telephone support technician who will either resolve the issue or will escalate as appropriate to the contractor s support team to resolve the customer reported issue. Unresolved issues that are escalated via the telephone support technician will be addressed and responded to with a plan for resolution within the time describe in the response time section.
In the event that hardware needs to be replaced, all shipping materials and documentation shall be provided by the contractor, at no additional cost to the VA. Overnight shipping shall be used when shipping equipment to the manufactures and/or returning equipment to the VA facility. In the event that repair of the A/V endpoints will take longer than two (2) days, a replacement or loaner A/V endpoint shall be shipped via overnight shipping to the medical center for clinical use, at no additional cost to the VA. All A/V endpoints shall be shipped with configuration instructions for installation and the VA facilities.

ONSITE TECHNICAL SUPPORT
Contractor will provide Go-Live support onsite and will be present to support all shifts.
In the event that a reported software, hardware, and/or interface issue cannot be resolved remotely, the contractor shall arrange for on-site support within twenty-four (24) hours. This support shall be at no additional charge for the VAMC and other facilities under this agreement. The above shall apply to the software and hardware maintenance period provided during the performance period authorized in writing by the Government CO as defined herein. The contractor shall be responsible to coordinate the method of response with the Task Order level COR or designated alternate. Upon departure from the facility, the onsite support POC shall provide the facility with a service report describing the issues as resolved.
For any services performed on site (including software maintenance or emergency services as defined herein) the contractor shall upon arrival at the VA facility check in with the Task Order level COR or site POC before performing any warranty, repairs and/or maintenance services. This check in is mandatory. No work shall be performed in this capacity unless the contractor has first received authorization for performing any such work in writing from the Contracting Officer. When the service is completed, the contractor s representative or Field Service Engineer (FSE) shall document services rendered on a legible service report. A legible signed service report shall be provided directly to the COR/Site POC following completion of each call and shall include equipment identification (i.e., serial number), date and time of service, description of services including latest version of software patch or upgrade, results of services, name of individual who performed the services and additional recommendations. Payment under this contract may be affected if a service report is not provided after each site visit.

INTERFACE SUPPORT
As part of the unscheduled and scheduled maintenance, the Contractor shall ensure that all TeleCare Companion side interfaces, including VHA Electronic Health Record (EHR), Medical Devices, Analytics are maintained consistently throughout the task order period of performance. The Contractor shall coordinate with other Vendors and/or Contractors when necessary to accomplish this task. All work related to interface support shall be recorded in the Electronic Service log. The contractor shall be responsible for communication and coordination with other vendors and report progress and resolution to the VA POCs.
EDUCATIONAL SUPPORT
As part of the unscheduled and scheduled maintenance, the Contractor shall ensure that proper education and training is provided for all Telesitter side interfaces, including VHA Electronic Health Record (EHR), Medical Devices, and Analytics throughout the task order period of performance. The Contractor shall coordinate with other Vendors and/or Contractors when necessary to accomplish this task. The contractor shall be responsible for communication and coordination with other vendors to ensure education and training is provided to the VA POCs.
RESPONSE TIMES

The Contractor shall provide the maintenance and technical support within a specified time published in the response time requirements below in Table 1. If the Contractor cannot resolve the problem over the phone or remotely, then an authorized representative from the Contractor shall commence work within the designated time identified and rectify the problem without undue delay and at no additional cost to the government. The Contractor shall be responsible to coordinate the method of response with the Task Order level COR. The VA will set the severity level when reporting issues according to the descriptions set forth in this SOW. The VHA Telesitter shall set priority level for issue in the event that multiple issues arise and need technical or clinical troubleshooting by the vendor.

Level 1 priority is defined as any issue that affects patient safety, regulatory compliance, and/or Telesitter interfaces which affect life and/or property. Level 1 priority applies when malfunction or failure can result in patient injury or death or significant damage to equipment. This includes any issue that adversely impacts patient observation where no workarounds are available. Examples include partial or complete system outages, interruptions making a critical functionality inaccessible, interruptions causing a severe impact on application availability, or data corruption resulting in missing or incorrect patient information, duplicate records, loss of data, etc.

Level 2 priority is defined as having a potential to affect patient care such as degradation in performance or functionality, workflow interruptions or delays, etc. Level 2 priority warrants special attention and takes precedence over normal and low priorities. Examples include interruption to critical functionality, interfaces are down, access denied to data and systems, sustained degraded or unusable capabilities, not life threatening but having a potential for impact on services availability if not resolved.

Level 3 priority is defined as a defect or fault event, but the system is operable with minimal impact to patient care. Level 3 priority requires same day initial action, but resolution may take more time. Examples include impairment of non-critical functions or procedures, capabilities that have become unusable or hard to use but with no direct impact on patient care services or system availability. Normal priorities will typically have a workaround available.

Level 4 priority is defined as an isolated issue which is affecting on a single user and has no impact to the patient care. This priority would require configuration changes or other non-reproducible issues to be conducted to reach a resolution. An Example of a level 4 priority would be a system update request or configuration change which has no impact to current patient care.

Level 5 priority is defined as preventive maintenance or issues that do not require immediate action or attention.

Table 1 list response times by priority types as defined by VA. The Contractor shall meet the response time requirements associated with each priority:
Priority
Call Back Response
Remote-Log In Response
Turn Around Time
(to restore to full
performance)
Level 1
1 hour
1 hour
8 hours
Level 2
2 hours
2 hours
16 hours
Level 3
2 hours
6 hours
40 hours
Level 4
4 hours
8 hours
48 hours
Level 5
8 hours
24 hours
72 hours
Table 1. Response Times

If Full Performance cannot be restored within the above timelines, the Contractor shall notify the Government as soon as restoration time is known, but not later than expiration of 50% of the turnaround time (i.e., for an urgent request, the Government must be notified within 4 hours of occurrence if the system can t be restored to operational condition within 8 hours). The notification shall include a projected repair completion time and the reason for the delay. If the resolution cannot be met, the vendor shall provide the Telesitter point of contact with an estimated resolution time and periodic updates at an interval decided by the VHA personnel. (i.e Daily, weekly)
Task 6: Equipment removal Data Migration

REPORT/DOCUMENTATION
SERVICE REPORT
The Contractor shall provide a Service Report to the pertinent VA POC designated by the Task Order level COR at the completion of a service call prior to departing the VHA facility or at the conclusion of remote service. The Service Report shall document information: the type of service (i.e., equipment failure, schedule software upgrade); the date and time of failure reported, date and time of service, the services rendered and shall include software description, revision, serial number, trouble reported, FboNotice cause and corrective action taken. The service report shall also contain a complete description of services such as installation of the latest version of software patch or upgrade, name(s) of individual(s) who performed the services, and any travel, labor and/or parts information with respect to any and all services performed. Individual service reports shall be consolidated into the Monthly Electronic Service Log.

SERVICE LOG
The Contractor shall provide and maintain an Electronic Service Log for tracking of all services performed under this contract. This Electronic Service Log shall be VA-accessible. The content of the log shall include all service calls, repairs, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract. Any contractor known system issues shall be recorded in this service log and shared with the government at the earliest possible time. For each service item, the Electronic Service Log shall include a unique reference number, date and location of service, problem, staff assigned, actions taken, follow up actions required, estimated completion time, completion time, date complete. This log must be accessible by the VHA and can be web-based for easy access by the Government and the Contractor. The Contractor shall provide a sample of the above log for approval by the COR before implementing the Electronic Service Log.

The contractor will devise and maintain an electronic service log for tracking of all services performed under this contract. This electronic report shall include but not be limited to all service calls, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract. At a minimum, the log shall include all items indicated herein and/or as requested by the COR. This log can be web-based for easy access by the government and the contractor. The contractor shall provide a sample of the above log for approval by the COR within thirty (30) calendar dates from commencement of services or as agreed upon with the primary COR.

ENHANCEMENT REQUEST /REPORT
The Contractor shall report all enhancement request submitted by VA. These requests must be evaluated, prioritized, and implemented into the application updates. Upon submission of requests, the Contractor and VA shall meet to determine the need and prioritization of the enhancement requests. The contractor and VA will work together to define the requirements and develop a mutually agreeable solution where we will determine level of effort, identify delivery timing, risks, and costs. Depending on the level of effort and what is asked, some enhancements may be at an additional cost to the VA, and some will be included in the service agreement. No enhancement requests shall be performed and/or fulfilled without the contractor first obtaining the express, written approval for their performance and/or implementation from the Contracting Officer. VA-approved enhancements shall be provided by the Contractor and must be made available upon release to the VA with the contractor and the VA may choose to purchase this enhancement. Upon COR approval, the Contractor shall coordinate and distribute enhancement and maintenance updates and releases by using an appropriate electronic media, printed media, or its website, in accordance with VA requirements for electronic, printed or web-based media.
The Contractor shall provide support onsite or remotely during testing and after testing following any changes to ensure that the system continues to function in accordance with manufacturer s specifications. The Contractor shall provide the VA with a report of all enhancement requests and decision monthly.

DOCUMENTATION
The Contractor shall provide an electronic copy of the user manuals, system administrator manuals, operating/maintenance and/or technical manuals, release notes, service bulletins necessary for the operation and support of the Telesitter software to the COR and other designated personnel. The documentation should be provided at task order kick off meeting. These documents include but are not limited to User Manuals, System Administrator Manuals, Operating/Maintenance Manuals, and Technical Manuals. All project documentation kept by the vendor during the period of performance shall be available to VA personnel during and after the period of performance.

The contractor shall distribute maintenance updates or releases by using an appropriate electronic, or printed media to the COR. Alternatively, the contractor may offer access to maintenance copies through its website.

OPTIONAL TASKS
The Contractor shall provide the necessary support in the event additional work is required at a facility s request to expand the use of product.

(End of SOW)


Delivery Instructions: All deliveries shall be made to: Dayton VA Medical Center, 4100 West Third Street, Dayton, Ohio 45428. The type of delivery order will be specified when the order is placed. Delivery shall be FBO destination provided 30 days after receipt of order (ARO).
Place of Performance/Place of Delivery
Dayton VA Medical Center
4100 West Third Street
Dayton, Ohio 45428

The full text of FAR provisions or clauses may be accessed electronically at http://acquisition.gov/comp/far/index.html.

The following solicitation provisions apply to this acquisition:

FAR 52.212-1, Instructions to Offerors Commercial Items (Nov 2021)
FAR 52.212-3, Offerors Representations and Certifications Commercial Items (Oct 2022)

Offerors must complete annual representations and certifications electronically via the System for Award Management (SAM) website located at https://www.sam.gov/portal in accordance with FAR 52.212-3, Offerors Representations and Certifications Commercial Items. If paragraph (j) of the provision is applicable, a written submission is required.

The following contract clauses apply to this acquisition:

FAR 52.212-4, Contract Terms and Conditions Commercial Items (DEC 2022)
FAR 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders (Oct 2022)
FAR 52.204-27 Prohibition on a ByteDance Covered Application (Jun 2023)
52.212-4 CONTRACT TERMS AND CONDITIONS COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEC 2022)
VAAR 852.212-70 PROVISIONS AND CLAUSES APPLICABLE TO VA ACQUISITION OF COMMERCIAL ITEMS (APR 2020)
VAAR 852.242-71 ADMINISTRATIVE CONTRACTING OFFICER (OCT 2020)
52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)
52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT STATUTES OR EXECUTIVE ORDERS COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEC 2022)

The following contract Solicitation Provisions apply to this acquisition:
52.212-1 INSTRUCTIONS TO OFFERORS COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2021)
52.204-24 REPRESENTATION REGARDING CERTAIN TELECOMMUNICATIONS AND VIDEO SURVEILLANCE SERVICES OR EQUIPMENT (NOV 2021)
52.216-1 TYPE OF CONTRACT (APR 1984)
52.233-2 SERVICE OF PROTEST (SEP 2006)
52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB 1998)
52.212-2 EVALUATION COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2021)
52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (DEC 2022)
Award will be based upon a comparative evaluation of quotes in accordance with the Simplified Acquisition Procedures of FAR 13. Comparative evaluation is the side by side pairwise comparison of quotes based on factors resulting in a Contracting Officer decision for the quote most favorable to the Government.
The award will be made to the response most advantageous to the Government.
Responses should contain your best terms, conditions.
This procurement is for new items only; no remanufactured or "gray market" items. No remanufactures or gray market items will be acceptable. Gray market items are Original Equipment Manufacturers (OEM) goods sold through unauthorized channels in direct competition with authorized distributors. Vendor shall be an OEM, authorized dealer, authorized distributor, or authorized reseller for the proposed equipment, verified by an authorization letter or other documents from the OEM, such that the OEM s warranty and service are provided and maintained by the OEM. All warranty and service associated with the equipment shall be in accordance with the OEM terms and conditions.

Award will be based upon a comparative evaluation of quotes in accordance with the Simplified Acquisition Procedures of FAR 13. Comparative evaluation is the side by side pairwise comparison of quotes based on factors resulting in a Contracting Officer decision for the quote most favorable to the Government.

The Government will award a contract resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, price and other factors considered. The following factors shall be used to evaluate offers:

Price: The Government will evaluate the price by adding the total of all line item prices. The Total Evaluated Price will be that sum.

Technical or Quality: The quotation will be evaluated to the extent to which it can meet and/or exceed the Government s requirements as outlined in the solicitation and based on the information requested in the instructions to quoters section of the solicitation.

Past Performance: The past performance evaluation will assess the relative risks associated with a quoter s likelihood of success in fulfilling the solicitation s requirements as indicated by the quoter s record of past performance. The past performance evaluation may be based on the contracting officer s knowledge of and previous experience with the supply or service being acquired; Customer surveys, and past performance questionnaire replies; Contractor Performance Assessment Reporting System (CPARS) at http://www.cpars.gov/; or any other reasonable basis.

A written notice of award or acceptance of an offer, mailed or otherwise furnished to the successful offeror within the time for acceptance specified in the offer, shall result in a binding contract without further action by either party. Before the offer s specified expiration time, the Government may accept an offer (or part of an offer), whether or not there are negotiations after its receipt, unless a written notice of withdrawal is received before award.

The award will be made to the response most advantageous to the Government.
Responses should contain your best terms, conditions.

To facilitate the award process, all quotes must include a statement regarding the terms and conditions herein as follows:
"The terms and conditions in the solicitation are acceptable to be included in the award document without modification, deletion, or addition."
OR
"The terms and conditions in the solicitation are acceptable to be included in the award document with the exception, deletion, or addition of the following:"
Quoters shall list exception(s) and rationale for the exception(s), if any.

Submission of your response shall be received not later than 4:00pm local time, June 20, 2023, at john.tschirhart@va.gov

Late submissions shall be treated in accordance with the solicitation provision at FAR 52.212-1(f).

Any questions or concerns regarding this solicitation should be forwarded in writing via e-mail to the Point of Contact listed below.

Point of Contact
John Tschirhart
Contract Specialist
Network Contract Office (NCO) 10
Office: 937-267-3952
Email: john.tschirhart@va.gov

Attachments/Links