J065--Intent to Sole Source - Mobile Virtual Patient observation carts

Intent to Sole Source This notice is being published in accordance with Federal Acquisition Regulation (FAR) Part 5.101(a)(2) requiring the dissemination of information on proposed contract actions. This is a notice of intent to award a sole-source contract pursuant to 10 U.S.C. 2304(c)(1), as implemented by FAR 6.302-1(a)(2) and 6.302-1(c), only one responsible source and no other supplies or services will satisfy agency requirements, and brand-name descriptions. The Department of Veterans Affairs located at the 940 Belmont Street, Brockton, Ma 02301 has a requirement for a 4-year Service Contract for the service described below. The Government intends to award a firm-fixed-price sole source contract. A determination by the Government not to compete with this proposed contract based upon responses to this notice is solely within the discretion of the Government. This notice of intent is not a request for competitive proposals. This is a written notice to inform the public of the

Government s intent to award on a sole source basis. Interested parties may identify their interest and capability to respond to the requirement. Any response to this notice must show clear and convincing evidence that competition will be advantageous to the Government. Please contact Deborah Reardon Contracting Officer with responses or questions regarding this requirement at Deborah.Reardon@va.gov . No telephonic inquiries will be honored. This notice will close on July 11, 2022, at 2:00 Eastern Standard Time (EST) PERFORMANCE WORK STATEMENT Mobile Virtual Patient Observation Cart Service and Support The Boston VAMC requires the purchase of services and support for their Mobile Virtual Patient Observation Carts. The 24/7/365 service and support are for troubleshooting, isolation, notification, resolution and coordination of repairs and onsite maintenance. This service will allow to correct any malfunction in the Mobile carts use around the hospital to reduce 1:1 patient sitter, decrease patient falls and injuries and enhance workflow efficiencies to increase patient safety and decrease costs. The Boston VAMC (Brockton Campus) is located at 940 Belmont Street, Brockton, MA 02301. The requirement is for a base year with three (3) option years to follow with a start date that will begin at time of award. The Remote and Onsite Support and Maintenance: Support Services s h a l l b e p r o v i d e d under a Service Level Agreement (SLA) directly pr ovided by t h e Wachter s Healthcare Network Operations Center (NOC)/ Help Desk and shall be available 24/7/365. The maximum uptime for the NOVA solution shall be achieved utilizing a variety of standard remote support tools such as: ServiceNow ticketing, Email, VPN, Citrix, and Bomgar. Requirements for SLA Support Dedicated VLAN. Access Control Lists (ACL) for existing network infrastructure. Wachter support level agreement which requires access for remote support, allowing authorized personnel access to remote console sessions for managed equipment and NOVA System and end point devices. (CAC/ PIV/ VA Remote access needed) Patient records and information will not be accessed. Wachter Maintenance and Ongoing support includes: The contractor shall provide Triage, troubleshooting, notification, resolution, and coordination of repairs. The turnaround response time for a maintenance call shall be within two (2) hours of initial request. The contractor shall perform Quarterly Software Upgrades, Patch Updates, Remote Configuration and Programming. Written reports of these services shall be provided to the Point of Contact within 24 hours of service. The contractor shall provide Integration with the help desk for Levels 1 and 2 support in addition to answering general technology questions The contractor shall have professional sniffer diagnostics and problem determination and restoring lost configurations with original configuration files The contractor shall provide engineering research and senior level technical support Routine maintenance hardware sparing, and parts replacement shall be the responsibility of the contractor. If a repair is required above and beyond that of routine maintenance and price of funding, no parts or repair shall be completed until approved by the Contracting Officer. The equipment shall be at 100% working condition and 12 working units shall always be on the floor for use. If in person repair is required, the technician shall report to a POC when arrived and then when completed for the day for security and transport purposes. Communications The Wachter project manager will communicate and provide reporting to the West Roxbury VA Medical Center project team, per agreed-upon requirements. All reporting and issue-management will include summaries of any issues identified. All issues and escalations will be handled in an expeditious manner and recorded in Wachter s incident management system (Service Now). Workflow Requests can be made by either telephone, email or web portal and the Network Operation Center (NOC)/Help Desk will open an Incident Ticket in the Service Management system. Initial triage and troubleshooting are performed by the Wachter NOC Healthcare Helpdesk and on-duty Engineering resources are available when escalations are required. Technical resources will update service tickets to ensure data validity and access by both parties as the Incident progresses to resolution. Once engineering resources validate that issue is resolved by remote testing and/or Customer interaction(s), the ticket's resolution code will be assigned, and the ticket will be moved for Quality Assurance checks and closure. Repeated Incidents that are related may produce a Problem Ticket (following ITIL Foundation practices). Problem Tickets are escalated to a Customer Support Manager who will work with the Customer POC to determine the FboNotice cause of the problem ticket and resolve the problem. Wachter can be available to assist the customer with development of an internal incident workflow process, if requested. VA Responsibilities Remote support under the Service Level Agreement requires authorized support personnel access to remote console sessions and to all managed equipment so that terms for rapid response, support, patches, upgrades, or other activity can be achieved. This will require port and protocol minimum requirements to be granted by the West Roxbury VA Medical Center. Adequate internet bandwidth at The West Roxbury VA Medical Center premise(s) to allow for the IPSEC site-to-site VPN tunnel used for triage and troubleshooting, for resolution of incidents. This site-to-site VPN tunnel will leverage industry standard IPSEC protocol and will be built collaboratively with The West Roxbury VA Medical Center to meet their standards for compliance. This tunnel must be built to allow Simple Network Management Protocol (SNMP), Secure Shell (SSH), Internet Protocol PING, Secure HyperText Transfer Protocol (HTTPS), and Bomgar remote access protocols to allow for proper remote administration and issue resolution. This access may be restricted to specific Internet Protocol (IP) ranges specific to Wachter's Network Operation Center (NOC) The West Roxbury VA Medical Center must maintain active NOVA SMA contracts on all covered equipment and must provide Wachter access to manufacturer technical support via those contracts. Example devices requiring manufacturer service contracts include (but are not limited to): servers, workstations, cameras, and any other devices not specifically manufactured by Wachter as part of the NOVA solution. Resourcing Network Operation Center (NOC)/Help Desk Resource Staff The Network Operation Center (NOC)/Help Desk is staffed by Level I engineers 24x7x365, with Level 2 engineers available in-office during normal business hours. Level 2 will either be on-shift or on-call (subject to SLA response times) after normal business hours, on weekends, and on holidays. Level 3 engineering will be escalated to Wachter's NOVA development and engineering staff. Issues related to The West Roxbury VA Medical Center environment (data communications network, Internet access, patient management system, etc.) will be referred to their technical team for resolution. Engagement Staffing A designated NOC Support Manager will be assigned to The West Roxbury VA Medical Center upon contract execution and will manage the day-to-day interactions with their staff. A NOVA Business Development Manager is available for new business/business development requests (related to our optional managed services), technical challenges around SNMP (Simple Network Management Protocol) or any other protocols/technologies needed to manage and maintain the equipment. The assigned Manager will function as the MSP (Managed Services Provider) and SME (Subject Matter Expert). A National Account Manager will manage business impacting interactions (financial issues, contracts, etc.). Network Operation Center (NOC}/Help Desk Services Wachter will remotely diagnose issues of the NOVA Healthcare Systems Network infrastructure (wireless and wired) and will provide the following levels of remote engineering support for the West Roxbury VA Medical Center. Level 1 Engineers will enter tickets, perform initial triage and troubleshooting for power, reachability, configuration validation against standards, and standard Move/Add/Change/Deletes. Level 2 Engineers will provide assistance and additional support to Level 1 engineers including route troubleshooting and link signal troubleshooting. This will be diagnosed through remote console/remote access to units via SSH, HTTP/HTTPS, BOMGAR, RDP via VPN or other remote access technologies. Level 2 engineers will also provide assistance to Level 1 engineers via remote access including troubleshooting of servers, workstations and end point devices (Carts, Wall Mounted units, Ceiling Mounted units, etc.) as well as software issues that may arise. Level 3 Engineers will be available to provide escalation assistance in resolving more complex unresolved NOVA system related incidences. Engineers/technicians can be available for dispatch for NOVA incidents that have not been resolved remotely on a best effort basis. Software/Firmware updates are included Quarterly as a part of the maintenance support contract. Coordination: Support and work with The West Roxbury VA Medical Center IT and clinical staff to resolve and close incidents. Change management approval process: The West Roxbury VA Medical Center will identify a point of contact to review and facilitate any change requests. Monthly performance reports can be supplied for SLA performance. Individual service reports can be consolidated into the Monthly Electronic Service Log. Optional Network Operation Center (NOC)/Help Desk Services Wachter offers the additional optional services listed below Remote Monitoring and Management (RMM) is available within agreed SLA or response time, as displayed by Wachter MSP NOC Multi-tenant environment, 24x7x365 Monitoring, Alert and Support of The West Roxbury VA Medical Center NOVA System via the VPN link and associated protocols (SNMP, PING, and BOMGAR). Respond to alerts generated in Wachter MSP NOC Multi-tenant environment. PERFORMANCE STANDARDS Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The Performance Requirements Summary Matrix, paragraph as provided below includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL). Required Services (Tasks) Performance Standards Acceptable Quality Levels Methods of Surveillance Inspections (timeliness) Quarterly on all units 100% random review Call backs and call back timeliness Two Hour Service Response Time 98% Customers complain, random review VPO Carts in working condition 12 working units on floor 99% Customers complain, Periodic Surveillance