Active

Contract Opportunity

Procurement Technical Assistance Centers (PTACs) are an official government contracting resource for small businesses. Find your local PTAC (opens in new window) for free government expertise related to contract opportunities.

1. This is a combined synopsis/solicitation for commercial services/items prepared in accordance with the format in FAR Subpart 12.6 in conjunction with FAR Part 13, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested and a separate written solicitation will not be issued.

1.a. Project Title: VOCERA Support Services and Training
1.b. Description: VA Greater Los Angeles Healthcare System located at 11301 Wilshire Blvd; Los Angeles CA 90073 is seeking a contractor to provide VOCERA Premier Plus Support Services to manage the Software Management System.
1.c. Project Location: VA Greater Los Angeles Healthcare System
1.d. Solicitation Type - Number: Request for Quotes (RFQ) - 36C26223Q1144.
1.e. Set Aside: This solicitation is issued as a Service-Disabled Veteran Owned Small Business set aside.
1.f. Applicable NAICS code: 541519, Other Computer Related Services except Information Technology Value Added Resellers.
1.g. Small Business Size Standard: 150 employees
1.h. Type of Contract: Firm Fixed Price
1.i. Period of Performance: Base year plus 4 options
1.j. Wage Determination applicable to this project: SCA WD 2015-5613 revision 23
1.k. Request for Information (RFI) should be submitted via email no later than 10am PST Monday, May 30th, 2023, to ositadima.ndubizu@va.gov

2. Statement of Work

2.1. Objective. VA Greater Los Angeles Healthcare System located at 11301 Wilshire Blvd; Los Angeles CA 90073 is seeking a contractor to provide VOCERA Premier Plus Support Services to manage the Software Management System.

2.2. Background. There is a need for the VOCERA Premier Plus Support Services for VOCERA Platform 6, which is a comprehensive and systematic delivery of wireless communication devices. The VOCERA Premier Plus Support Services will provide maintenance, and on-going support, continuous education, and training of all new and current staff of VOCERA communication devices. VA West Los Angeles has a need and support for the following services:
VOCERA Reports Server
VOCERA SIP Telephony Servers
VOCERA Voice Servers
VOCERA Messaging Servers
Engage Servers.

Contractor is required to present documentation proving their status as a VOCERA software product authorized service provider.

2.3. Scope. The contractor must provide the following tasks:
Vendor shall provide Cover Data and Device Management
Vendor must provide updates and maintain processes for submitting data and device changes to VOCERA database.
Vendor mut have the capability to add/delete/update users, groups, messaging templates and address book entries as requested by using departments.
Vendor must have export user, group, messaging templates and address book information for review by using departments for accuracy and currency (every 6 months).
Vendor must provide and maintain device management data.
Vendor must develop, update, and maintain processes for changes in badge ownership, ordering new equipment, troubleshooting equipment, repairing equipment, requesting, and processing RMA s, reporting damage and budget trends, maintaining spares pool, coaching on replacement budget planning, training users and leadership on device management best practices, scheduling reports, and aiding with finding lost equipment.
Vendor shall provide Software Management
Vendor Must apply VOCERA service packs and hot fixes.
Vendor must provide the system health analysis (every 6 months).
Vendor shall provide Platform Service Monitoring
Proactively must monitor the VOCERA Platform services for any issues.
Vendor must escalate identified service issues, as appropriate, to VOCERA Technical Support.
Vendor shall provide Deployment Optimization
Vendor must provide the VOCERA workflow optimization assistance will only be provided for existing VOCERA deployed nursing units / departments. Assistance needed for configuration changes involving units / departments not already designed and implemented when the VOCERA Systems Administrator Service begins. Services needed for any new VOCERA deployments / expansion will require a separate VOCERA Professional Services engagement.
Must provide the Integration workflow optimization assistance will only be provided for existing integrations into existing nursing units / departments. Services needed to design, build, configure, and train units/departments not already deployed will require a separate VOCERA Professional Services engagement.
Vendor must Refine deployment messaging groups to improve usability of the VOCERA Messaging solution
Vendor shall provide Training and Orientation Management
Vendor must provide round on units to coach staff, learn workflow, uncover issues, resolve issues, and develop relationships.
Vendor shall develop, update, and maintain processes to deliver training for new employee orientation for VOCERA users.
Vendor shall establish process for on-boarding of new VOCERA users.
Vendor shall establish process for reviewing VOCERA reports to identify and coach users experiencing less than optimal performance.
Vendor must maintain training materials and make easily available to staff for self-review and refresher.
Vendor shall develop, update, and maintain processes to uphold at least a 10% Super User population across all units and shifts.
Vendor must provide upgrade training for changes in functionality affecting end users.
Vendor shall provide VOCERA issue Escalation Management
Vendor must address and resolve issues regarding VOCERA equipment, database, and users.
Vendor must escalate issues regarding network or servers to the appropriate Customer contact.
Vendor must escalate issues with the VOCERA product to VOCERA Technical Support.
Vendor must track and trend VOCERA issues to institute process improvements where possible to reduce issue escalation to COR and/or Program Manager.
Vendor must follow up with issue reporter to provide update status and resolution to COR and/or Program Manager.
Vendor shall develop, update, and maintain processes for end users to report VOCERA issues.
Vendor shall provide VOCERA Report Management
Vendor must set up scheduled reports as requested by end user to the COR and/or Program Manager.
Vendor must provide consultation to COR and/or Program Manager regarding the reports available.
Vendor must review reports and provide consultation to end user units, network staff and other key support staff and stakeholders regarding actions needed to optimize VOCERA system and user performance.
Vendor shall provide End User Satisfaction
Vendor must follow organization s preference with consultation COR and/or Program Manager and barring any Union or other legal barriers to develop or initiate VOCERA User Satisfaction Survey.
Vendor must conduct survey once a year to collect formal feedback and quantifiable measures of satisfaction approved by COR and/Program Manager.
Vendor must facilitate with Program Manager a user group meeting to discuss VOCERA issues, lessons learned and process improvements with the COR and Program Management.
Vendor must notify any changes to VOCERA program management to the COR and Program Manager.
Vendor must provide approved VA Directive 6550
Vendor must provide VA Directive 6500
.
2.4. General Requirements
Access to functioning programs is all that will be required and provide the report to the COR and Program Manager.
This interconnection will occur over the internet by establishing a Virtual Private Network (VPN) between VAGLA and VOCERA Service and Support which is encrypted by using Federal Information Processing Standard (FIPS)-140-2 validated modules operating in the method listed in the FIPS-140-2 validation. The connections at each end are located within controlled access facilities, guarded 24 hours a day. All access is controlled by authentication methods to validate the approved users.

VOCERA Communication Software Application meets the requirements of VA Directive VA Directive 6500, Managing Information Security Risk: VA Information Security Program, and Handbook 6500, Risk Management Framework for VA Information Systems: Tier 3 VA Information Security Program.
2.5. Performance Monitoring. Program will be used by end users on a routine basis and continually monitored by the VAGLA Chief Nurse, Nursing Operations (Program Manager) and Contracting Officer Representative / VOCERA Coordinator.
2.6. Period of Performance. The period of performance will be a Base year plus 4 option years.
a. National Holidays:
New Year s Day January 01
Martin Luther King s Birthday Third Monday in January
President s Day Third Monday in February
Memorial Day Last Monday in May
Juneteenth June 19
Independence Day July 04
Labor Day First Monday in September
Columbus Day Second Monday in October
Veterans Day November 11
Thanksgiving Day Fourth Thursday in November
Christmas Day December 25

b. If the holiday falls on a Sunday, the following Monday will be observed as a National holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a National holiday by U.S. Government Agencies, and any day specifically declared by the President of the United States of America.

Overtime & Holiday Pay: Overtime pay is at the rate of one and one-half times the employee's regular rate of pay for all hours worked in excess of eight up to and including 12 hours in any workday, and for the first eight hours of work on the seventh consecutive day of work in a workweek. Overtime pay also includes Federal Holidays.

Contractor will bill and be paid for actual services provided by Contractor personnel. Contractor will not be paid for availability or on-call services unless otherwise provided herein
2.7. Contractor Personnel Background Requirements.

a. The Office of Security and Law Enforcement provides Department-wide policy on the assignment of appropriate position sensitivity designations associated with Department of Veterans Affairs (VA) positions involving national security and public trust responsibilities, and on the level of background investigations required for applicants for, and incumbents of, those positions. In addition to VA employees, the policy and investigative requirements are applicable to Contractor personnel who require access to VA computer systems designated as sensitive.

b. Personnel who require access to VA computer systems shall be subject to all necessary background investigations and receive a favorable adjudication from the VA Office of Security and Law Enforcement to ensure compliance with such policy. If such investigation has not been completed prior to contract commencement, the Contractor shall be responsible for the actions of those individuals performing under the contract.

c. Should the contract require Contractor personnel to maintain U.S. citizenship, the Contractor shall be responsible for compliance. Regardless of U.S. citizenship requirements, Contractor personnel are required to read, write, speak, and understand the English language, unless otherwise specified in this contract or agreed to by the Government.

d. The cost of such investigations shall be borne by the Contractor, either in advance or as reimbursement to the Government. The level of sensitivity shall be determined by the Government on the basic of the type of access required. The level of sensitivity will determine the depth of the investigation and the cost thereof. Currently, the current estimated costs for such investigations are as follows:

Level of Sensitivity Background investigation level Approximate Cost
Low Risk National Agency Check with Written Inquiries $ 231.00
Moderate Risk Minimum Background Investigation $ 825.00
High Risk Background Investigation $ 3,465.00

e. The Contractor shall be required to furnish all applicable employee information required to conduct the investigation, such as, but not limited to, the name, address, and social security number of Contractor personnel. The VA will provide all the necessary instructions and guidance for submission of the documents required to conduct the background investigation. Background investigations shall not be required for Contractor personnel who will not be required to access VA computer systems nor gain access to sensitive materials.
2.8. Contractor Employees

a. The Contractor shall not employ persons for work on this contract if such employee is identified to the Contractor as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population. Contract Personnel shall be subject to the same quality assurance standards or exceed current recognized national standards as established by the Joint Commission (JC).

b. Badge. Contractor shall obtain a Contractor I.D Badge from the VA Police. All Contractor personnel are required to wear I.D Badge during the entire time on VA facility. The I.D Badge MUST have an identification picture and shall state the name of the individual and the company represented.

c. PARKING: It is the responsibility of the contract personnel to park in the appropriate designated parking areas. Parking information is available from VA Police & Security Service Office. The Contractor assumes full responsibility for any parking violations.

d. Smoking is strictly prohibited on the grounds of any VHA facility. Per VHA Directive 1085 dated March 5, 2019, it is VHA policy that all VHA health care facilities, including hospitals, community clinics, administrative offices and Vet Centers, will be smoke-free for patients, visitors, contractors, volunteers, and vendors effective October 1, 2019. There will no longer be designated smoking areas.

2.10. Insurance Coverage

a. The Contractor agrees to procure and maintain, while the contract is in effect, Workers Compensation and Employee s Public Liability Insurance in accordance with Federal and State of California laws. The Contractor shall be responsible for all damage to property, which may be done by him, or any employee engaged in the performance of this contract.

b. The Government shall be held harmless against any or all loss, cost, damage, claim expense or liability whatsoever, because of accident or injury to persons or property of others occurring in the performance of this contract.

c. Before commencing work under this contract, the Contracting Officer shall require the Contractor to furnish certification from his/her insurance company indicating that the coverage specified by FAR 52.228-5 and per FAR Subpart 28.307-2 has been obtained and that it may not be changed or canceled without guaranteed thirty (30) day notice to the Contracting Officer.

d. The Contractor shall furnish to the Contracting Officer within fifteen (15) days of award an Official Certification from the insurance company indicating that the coverage has been obtained and that it may not be changed or cancelled without guaranteed thirty (30) day notice to the Contracting Officer. New certifications shall be furnished at least thirty (30) days prior to the expiration date of the current insurance policy. The phrase will endeavor is not acceptable terms to the Government and such coverage carrying that phrase will be rejected and services may not be rendered until proper certificate is issued.

3. The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2019-01, dated 10/10/2019. The following provisions and clauses apply to this solicitation and can be found in enclosure 2.
3.a. FAR 52.212-1, Instructions to Offerors Commercial Items
3.b. FAR 52.212-2, Evaluation -- Commercial Items
3.c. FAR 52.212-4, Contract Terms and Conditions -- Commercial Items
3.d. FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes Or Executive Orders -- Commercial Items
3.e. Supplemental Insurance Requirements
3.f. VAAR 852.219-10, VA Notice of Total Service-Disabled Veteran-Owned Small Business Set-Aside
3.g. VAAR 852.219-74, Limitations on Subcontracting Monitoring and Compliance
3.h. FAR 52.233-2, Service of Protest
3.i. VAAR 852.233-70, Protest Content/Alternative Dispute Resolution
3.j. VAAR 852.233-71, Alternative Protest Procedure

4. Submit written offers in accordance with the following instructions, as well as Addendum to FAR 52.212-1, Instruction to Offerors. Oral offers will not be accepted. Complete and submit enclosure 1 via email no later than 10am PST Tuesday June 6th, 2023, to ositadima.ndubizu@va.gov. Ensure the following are completed and/or included in the quote packet:

4.3.a. Vendor Information with UEI number (Company info and quote should be on the Enclosure 1 form or it will not be accepted)
4.3.b. Acknowledgement of amendments
4.3.c. Concurrence/non-concurrence with solicitation terms, conditions, and provisions
4.3.d. Schedule of services
4.3.e. FAR 52.212-3, Offeror Representations and Certifications -- Commercial Items

Attachments/Links