DEPARTMENT OF VETERANS AFFAIRS Network Contracting Office 6 (NCO 6) Sources Sought 36C24623Q0815 In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Additionally, the Government reserves the right to revise the Performance Work Statement and other contract requirements before the release of any associated solicitation. This notice is not a Request for Proposals (RFP). Information provided in this notice is subject to change prior to release of a solicitation. OVERVIEW W.G. Bill Hefner VA Medical Center is seeking a company to provide Services for the management of the Vocera System serving end users at the following three (3) campuses: W G Bill Hefner VA Medical Center 1601 Brenner Avenue, Salisbury, NC 28144 Charlotte Health Care Center 3506 West Tyvola Road, Charlotte, NC 28208 Kernersville Health Care Center 1695 Kernersville Medical Parkway, Kernersville, NC 27284 Vocera Data & Device Management-Establish, update, and maintain processes for submitting data and device changes to Vocera database. Add/delete/update users, groups and address book entries as requested by using departments. Export user, group, and address book information for review by using departments for accuracy and currency (every 6 months). Maintain device management data. 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. Vocera Software Management- Apply Vocera service packs and hot fixes (remote). System health analysis (remote, every 6 months). Vocera Deployment Optimization- Refine deployment call flows to improve usability of the Vocera system. Vocera Training and Orientation Management- Develop, update, and deliver training for new employee orientation for Vocera users. Establish process for on-boarding of new Vocera users. Establish process for reviewing Vocera reports to identify and coach users experiencing less than optimal performance. Maintain training materials and make easily available to staff for self-review and refresher. Maintain at least a 10% Super User population across all units and shifts; providing training to keep the Super User population competent and constant. Provide upgrade training for changes in functionality affecting end users. Vocera Issue Escalation Management- Develop, update, and maintain process for end users to report Vocera issues. Address and resolve issues regarding Vocera equipment, database, and users. Escalate issues regarding network or servers to the appropriate Customer contact. Escalate issues with the Vocera product to Vocera Technical Support. Track and trend Vocera issues to institute process improvements where possible to reduce issue escalations. Follow up with issue reporter to provide update status and resolution. Vocera Report Management- Set up scheduled reports as requested by end user unit leaders. Provide consultation to units regarding the reports available. 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. (Monthly) Vocera End User Satisfaction- Develop Vocera User Satisfaction Survey. Survey using departments once a year to collect formal feedback and quantifiable measures of satisfaction. Facilitate user group meetings to discuss Vocera issues, lessons learned and process improvements. (Bi-Monthly) Deploy changes to Vocera program management as approved by senior level Customer representatives. System Administration Support Recommendations To facilitate a productive support structure, the client is responsible for the following: Require that new users attend a Vocera training session. Establish schedules for training that meet the following requirements for class size: Super User class size not to exceed 12 staff members; Basic End User class size not to exceed 8 staff members. Ensure that class attendees walk out of the training room with a badge to use in the work environment and that the wireless environment supports effective badge use. Provide timely information regarding employee additions, changes, and removals to support effective administration of the Vocera database. Provide a desk, telephone, desktop computer and network access for the Vocera System Administrator. The desk must be large enough to accommodate a work area for evaluating and repairing Vocera devices, and include locked storage for Vocera devices, accessories, and training materials. It is strongly recommended that the Vocera System Administrator be given an office to be able to work in. Vocera work can be very disruptive to other staff (configuring badges for instance). They should have a lockable storage area to store Vocera inventory. This office/workspace should be in the hospital, not an IT or other administrative building. Provide access to the Vocera servers, access to Customer s policy and procedure information, and security access to all implemented areas/floors with a few exceptions (narcotics areas etc.). Access to other systems such as change management, internal help desk systems, shares, and personnel systems may also be required. Vocera System Administrators should have access/introduction to clinical engineering, infection control, telecom, applications, and network staff as well as key clinical stakeholders. They should be managed by a clinical resource to facilitate relationship with clinicians and access to clinical flows. Provide ready access to a Vocera badge configuration computer with a dedicated access point. Provide access to a high-quality color printer for printing Vocera training materials. Responses to this source sought notice should include the following: name and address of company, business size (large or small): identify whether or not firm falls into any of the following socioeconomic categories-8(a), HUBZone, Services Disabled Veteran-Owned/ Veteran-Owned Small Business; provide a brief description of qualifications and any other pertinent information which demonstrates the ability to meet the above require. Subject line must reflect: Vocera Annual Upgrade Sources Sought. All responses shall be submitted in writing no later than 8:00 AM, Friday, June 9, 2023, to the attention of: Patsy Simpson or Patsy.Simpson@va.gov.
