D318--581-20-3-424-0433 Vocera Software Maint & Tech Support (VA-20-00058392)

DISCLAIMER: This Sources Sought is issued solely for information and planning purposes and does not constitute a solicitation. Neither unsolicited proposals nor any other kind of offers will be considered in response to this Sources Sought. Responses to this notice are not offers and will not be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this Sources Sought. All information received in response to this sources sought that is marked Proprietary will be handled accordingly. Responses to the Sources Sought will not be returned. At this time, questions concerning the composition and requirements for a future Request for Quote will not be entertained. SUBJECT: The Department of Veterans Affairs is conducting market research in order to provide Software Support Contract at the Huntington, WV Veterans Affairs Medical Center. The government anticipates awarding a Firm Fixed Price single award contract that will provide the support services listed within the below attachment. OBJECTIVE: See attachment. RESPONSE INSTRUCTIONS: Name and Address of Company Any small business designation as certified by the Small Business Administration A through description of experience in managing support requirements of this nature. CONTACT INFORMATION: Any questions related to this Sources Sought shall be directed to Caitlin Hippensteel at caitlin.hippensteel@va.gov. All information regarding Capabilities Statements or any other proprietary information relative to this Sources Sought shall be submitted via email to caitlin.hippensteel@va.gov no later than 2:00 pm EST on 6/4/2020. ATTACHMENT 1 Performance Work Statement Hershel Woody Williams VA Medical Center Vocera Communication System Software Support The Hershel Woody Williams VAMC in Huntington WV is seeking to establish a Software Support Contract that will provide 24/7 Software Support for our existing Vocera Communication System. Our current Vocera Communication System allows our Physicians, Nurses, as well as other clinical and key support staff within the Medical Center the ability to communicate in a way that greatly increases patient satisfaction, safety and health care. Our current Vocera CommunicationSystem contains the follow: License for 300 users License for 80 Hospital Beds 281 Vocera Devices SIP Telephony Ports Messaging Interface Modules, License and Application Ports Chargers Serial Converters Application Server SIP Server Report Server Workstation / Laptop Dialogic Media Gateway Our current Vocera System has the following characteristics. The Vendor must be able to provide all the Software and Technical Support necessary to keep the system operational: Secure HIPAA-compliant text messaging that is encrypted and traceable It is integrated with our existing Nurse Call system in such a way that when a patient pushes the Nurse Call Button on their Bed, it goes directly to the nurse s Vocera Badge, permitting immediate Vocera between the patient and the Nurse. Has the ability to be used hands-free to allow Nursing Staff to assist Patients while communicating with others during an emergency situation. Utilize dual band WiFi to communicate. The Vocera Device is lightweight in design and conducive to being worn on a Lanyard or clipped to an employees uniform The device is compatible with iPhone, iPad, Android smartphones and tablets, Cisco and Spectralink VOIP handsets and desktop PC. The Vocera device allows for Staff assignment and role based calling and have the ability to assign workflow. The Vocera System is integrated with existing systems, for the purpose of secondary alarm and event notification delivery to the Vocera device. Alarm and event notifications are designed, configured and deployed as necessary to deliver alarm and event notifications to the appropriate staff members. Staff assignments for alert routing are managed in the Vocera System s Staff Assignment application. This alarm integration configuration is supported by the delivery of a nurse call alarm or event to the Vocera System device as a text message notification. All alarm escalation workflow configurations are managed by the timeout escalation and retries settings established in the Engage platform. The Vocera System includes the ability to initiate a call to a panic group directly from the device with the touch of a button ensuring safety of Responders, Social Service Assistant s, etc. The Vocera System sends secure text messages which can be sent from a console to users on the Vocera System or to other console users. This allows the streamlining of critical Voceras, allowing VAMC Employees to instantly communicate with other staff using either voice or text messaging. The Vocera System is FIPS 140-2 certified for use on the Medical Center s Wi-Fi Network. The Vocera System includes a hands-free option; a voice controlled, wearable and lightweight Vocera device. This allows for increased mobility and greater practicality and productivity for Medical Center Employees who often need to complete multiple tasks simultaneously. The Vocera System allows for voice calls to individuals, roles (e.g.: Charge Nurse or Nurse Coordinator) and teams/groups (e.g. Executive Leadership or Supervisors) without having to know who is on shift, what number to call or where they are located. The Vocera System maintains an unlimited amount of these groups to eliminate the need to program groups ad hoc. All calls are capable of automatic escalation to a pre-designed call flow path leading to no calls going unanswered. Customer-defined workflows are used to escalate calls to other users, groups, internal desk extensions and external numbers whenever the initial recipient is not available. The Medical Centers workflow is able to define how calls move to the appropriate backup. The Vocera System must has the ability to interrupt a busy device upon the request of an urgent call (permission based), i.e. Broadcasting an alert of an Active Shooter. The Vocera System has the ability to initiate a push to talk session within a department or group of callers that allows all members to speak and hear the call. The Vocera System has the ability to incorporate permission based controls for placing and receiving calls from a pre-approved list of phone numbers, extensions, and pagers. The Vocera System includes the ability to call any department or by name without knowing the extension number, eliminating time, steps, and the need to leave one s workspace. The Vocera System has the ability to enable off site users to participate in system commands such as calling by name or job function. For example, a Responder can place a call to Supervisor from anywhere outside the facility The Vocera System has the ability to enable permission based calls to and from an outside number. The Vocera System has the ability to enable calls to and from a landline extension in the facility. The Vocera System has a device management reporting mechanism to minimize device loss. The Vocera System has the ability to leave a voice message for a user or group of users that can be retrieved when logging back into the system from any device. The Vocera System will include a central monitoring visibility of user presence, allowing someone to view individual staff availability via a web-based application used by staff coordinators and administrators to quickly and accurately view staff presence information and make staff assignments for dynamic role-based groups. Upon log-on, all profiles and privileges are automatically assigned to the device including roles/functions, group memberships and system settings. All of these settings must reside on the server and be independent of the individual device. The Vocera System includes the ability to load an application on a smartphone. This application must enable the users to access all the functionality above (other than hands-free answering). Can be used on VA Wi-Fi or outside on the cell network enabling Vocera regardless of location Additionally, encrypted messages are able to be sent and received from the console or other smartphones and tablets. All of the contacts and groups from the Voice component are available for the encrypted message portion of the application. Data Aggregation - Aggregates data from multiple data sources simultaneously pulling data from patient monitors, the EMR, ADT, and lab systems and stages data in preparation for inclusion with alerts or alarms. Example: Vocera can simultaneously pull data from patient monitors and a lab system and apply advanced rules to determine the appropriate smart routing (escalation and priority). Clinical Context - Aware Event Response - Provides context about the alarm/event and the corresponding patient. This context is automatically provided when collaborating with care team members. This enables the clinician receiving alarms/events to be better prepared to respond to the patient event. This eliminates the need for the clinician to have to find a computer, login, find the patient and look in their EMR for the context they need in order to best respond to the event. This value Add alone is credited with saving 700 clinical FTE hours per unit per year at one of our customer sites. Multi-Variable Advanced Rules Engine - When an event or alarm is triggered, the Advanced Rules Engine can determine the appropriate context to deliver with the alarm, and also determine who the best caregiver is to notify depending on availability or presence in addition to caregiver assignment and role. Advanced Presence and Availability - Team member availability isn t solely based on manual presence setting on the device. Can use location information based on RTLS and advanced rules to dynamically determine presence and availability. Has Large Roster capabilities where the care team roster is generated for each event and patient, even for rosters that have been tested/proven for as large as 100,000 resources/people (staff, physicians, groups such as code blue, and patients). Integrated Secure Messaging Vocera automatically prioritize alarms (highest), alerts, and ad-hoc secure messaging (lowest). When responding to critical events, integrated secure messaging enables the primary care giver to add one or more care team members to the alarm/alert conversation , thereby giving them access to the alarm/alert and the clinical context presented with it. Now, the messaging between the care team can focus on their response rather than on typing out the relevant patient name, patient demographics, room location, and context information saving time and eliminating errors. Vocera Device Interoperability Vocera facilitates alert, alarm and messaging between all FIPS-140-2 FACILITY approved VoIP and Smartphone devices. Information Security and Privacy Requirements MARCH 12, 2010 VA HANDBOOK 6500.6 APPENDIX B VA ACQUISITION REGULATION SOLICITATION PROVISION AND CONTRACT CLAUSE The contractor, their personnel, and their subcontractors shall be subject to the Federal laws, regulations, standards, and VA Directives and Handbooks regarding information and information system security as delineated in this contract. MARCH 12, 2010 VA HANDBOOK 6500.6 APPENDIX C VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE FOR INCLUSION INTO CONTRACTS, AS APPROPRIATE Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS a. A contractor/subcontrator shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order. b. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures. c. The contractor or subcontractor must notify the Contracting Officer immediately when an employee working on a VA system or with access to VA information is reassigned or leaves the contractor or subcontractor s employ. The Contracting Officer must also be notified immediately by the contractor or subcontractor prior to an unfriendly termination. 3. VA INFORMATION CUSTODIAL LANGUAGE a. Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data General, FAR 52.227-14(d) (1). b. VA information should not be co-mingled, if possible, with any other data on the contractors/subcontractor s information systems or media storage systems in order to ensure VA requirements related to data protection and media sanitization can be met. If co-mingling must be allowed to meet the requirements of the business need, the contractor must ensure that VA s information is returned to the VA or destroyed in accordance with VA s sanitization requirements. VA reserves the right to conduct on site inspections of contractor and subcontractor IT resources to ensure data security controls, separation of data and job duties, and destruction/media sanitization procedures are in compliance with VA directive requirements. c. Prior to termination or completion of this contract, contractor/subcontractor must not destroy information received from VA, or gathered/created by the contractor in the course of performing this contract without prior written approval by the VA. Any data destruction done on behalf of VA by a contractor/subcontractor must be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the contractor that the data destruction requirements above have been met must be sent to the VA Contracting Officer within 30 days of termination of the contract. d. The contractor/subcontractor must receive, gather, store, back up, maintain, use, disclose and dispose of VA information only in compliance with the terms of the contract and applicable Federal and VA information confidentiality and security laws, regulations and policies. If Federal or VA information confidentiality and security laws, regulations and policies become applicable to the VA information or information systems after execution of the contract, or if NIST issues or updates applicable FIPS or Special Publications (SP) after execution of this contract, the parties agree to negotiate in good faith to implement the information confidentiality and security laws, regulations and policies in this contract. e. The contractor/subcontractor shall not make copies of VA information except as authorized and necessary to perform the terms of the agreement or to preserve electronic information stored on contractor/subcontractor electronic storage media for restoration in case any electronic equipment or data used by the contractor/subcontractor needs to be restored to an operating state. If copies are made for restoration purposes, after the restoration is complete, the copies must be appropriately destroyed. f. If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal Acquisition Regulation (FAR) part 12. g. If a VHA contract is terminated for cause, the associated BAA must also be terminated and appropriate actions taken in accordance with VHA Handbook 1600.01, Business Associate Agreements. Absent an agreement to use or disclose protected health information, there is no business associate relationship. h. The contractor/subcontractor must store, transport, or transmit VA sensitive information in an encrypted form, using VA-approved encryption tools that are, at a minimum, FIPS 140-2 validated. i. The contractor/subcontractor s firewall and Web services security controls, if applicable, shall meet or exceed VA s minimum requirements. VA Configuration Guidelines are available upon request. j. Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor/subcontractor may use and disclose VA information only in two other situations: (i) in response to a qualifying order of a court of competent jurisdiction, or (ii) with VA s prior written approval. The contractor/subcontractor must refer all requests for, demands for production of, or inquiries about, VA information and information systems to the VA contracting officer for response. k. Notwithstanding the provision above, the contractor/subcontractor shall not release VA records protected by Title 38 U.S.C. 5705, confidentiality of medical quality assurance records and/or Title 38 U.S.C. 7332, confidentiality of certain health records pertaining to drug addiction, sickle cell anemia, alcoholism or alcohol abuse, or infection with human immunodeficiency virus. If the contractor/subcontractor is in receipt of a court order or other requests for the above mentioned information, that contractor/subcontractor shall immediately refer such court orders or other requests to the VA contracting officer for response. l. For service that involves the storage, generating, transmitting, or exchanging of VA sensitive information but does not require C&A or an MOU-ISA for system interconnection, the contractor/subcontractor must complete a Contractor Security Control Assessment (CSCA) on a yearly basis and provide it to the COR. m. Taking of photographs/videos/recording of any kind is PROHIBITED on VA premises unless pertaining to work assignment, instructed or authorized by the Contracting Officer s Representative (COR). n. Contractor will be escorted by VA employee in all areas where sensitive information is maintained. o. Contractor will wear his or her identification badge at all times while on VA premises. The badge must be clearly visible, facing forward, and above the waist. - p. Contractor must report to Engineering upon arrival, AEG19, ground floor. 4. VA INFORMATION CUSTODIAL LANGUAGE The following standard Items relate to records generated in executing this contract: Citations to pertinent laws, codes and regulations such as 44 U.S.C. Chapter 21, 29, 31 and 33; Freedom of Information Act (5 U.S.C. 552); Privacy Act (5 U.S.C. 552a); 36 CFR Part 1222 and Part 1228. Contractor shall treat all deliverables under the contract as the property of the U.S. Government for which the Government Agency shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Contractor shall not create or maintain any records that are not specifically tied to or authorized by the contract using Government IT equipment and/or Government records. Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected by the Freedom of Information Act. Contractor shall not create or maintain any records containing any Government Agency records that are not specifically tied to or authorized by the contract. The Government Agency owns the rights to all data/records produced as part of this contract. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract. Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data. Contractor agrees to comply with Federal and Agency records management policies, including those policies associated with the safeguarding of records covered by the Privacy Act of 1974. These policies include the preservation of all records created or received regardless of format [paper, electronic, etc.] or mode of transmission [e-mail, fax, etc.] or state of completion [draft, final, etc.] No disposition of documents will be allowed without the prior written consent of the Contracting Officer. The Agency and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. Records may not be removed from the legal custody of the Agency or destroyed without regard to the provisions of the agency records schedules. Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under or relating to this contract. The Contractor (and any sub-contractor) is required to abide by Government and Agency guidance for protecting sensitive and proprietary information. 5. INFORMATION SYSTEM DESIGN AND DEVELOPMENT a. Information systems that are designed or developed for or on behalf of VA at non-VA facilities shall comply with all VA directives developed in accordance with FISMA, HIPAA, NIST, and related VA security and privacy control requirements for Federal information systems. This includes standards for the protection of electronic PHI, outlined in 45 C.F.R. Part 164, Subpart C, information and system security categorization level designations in accordance with FIPS 199 and FIPS 200 with implementation of all baseline security controls commensurate with the FIPS 199 system security categorization (reference Appendix D of VA Handbook 6500, VA Information Security Program). During the development cycle a Privacy Impact Assessment (PIA) must be completed, provided to the COR, and approved by the VA Privacy Service in accordance with Directive 6507, VA Privacy Impact Assessment. b. The contractor/subcontractor agrees to: (1) Comply with the Privacy Act of 1974 (the Act) and the agency rules and regulations issued under the Act in the design, development, or operation of any system of records on individuals to accomplish an agency function when the contract specifically identifies: (a) The Systems of Records (SOR); and (b) The design, development, or operation work that the contractor/subcontractor is to perform; (2) Include the Privacy Act notification contained in this contract in every solicitation and resulting subcontract and in every subcontract awarded without a solicitation, when the work statement in the proposed subcontract requires the redesign, development, or operation of a SOR on individuals that is subject to the Privacy Act; and (3) Include this Privacy Act clause, including this subparagraph (3), in all subcontracts awarded under this contract which requires the design, development, or operation of such a SOR. c. In the event of violations of the Act, a civil action may be brought against the agency involved when the violation concerns the design, development, or operation of a SOR on individuals to accomplish an agency function, and criminal penalties may be imposed upon the officers or employees of the agency when the violation concerns the operation of a SOR on individuals to accomplish an agency function. For purposes of the Act, when the contract is for the operation of a SOR on individuals to accomplish an agency function, the contractor/subcontractor is considered to be an employee of the agency. (1) Operation of a System of Records means performance of any of the activities associated with maintaining the SOR, including the collection, use, maintenance, and dissemination of records. (2) Record means any item, collection, or grouping of information about an individual that is maintained by an agency, including, but not limited to, education, financial transactions, medical history, and criminal or employment history and contains the person s name, or identifying number, symbol, or any other identifying particular assigned to the individual, such as a fingerprint or voiceprint, or a photograph. (3) System of Records means a group of any records under the control of any agency from which information is retrieved by the name of the individual or by some identifying number, symbol, or other identifying particular assigned to the individual. d. The vendor shall ensure the security of all procured or developed systems and technologies, including their subcomponents (hereinafter referred to as Systems ), throughout the life of this contract and any extension, warranty, or maintenance periods. This includes, but is not limited to workarounds, patches, hotfixes, upgrades, and any physical components (hereafter referred to as Security Fixes) which may be necessary to fix all security vulnerabilities published or known to the vendor anywhere in the Systems, including Operating Systems and firmware. The vendor shall ensure that Security Fixes shall not negatively impact the Systems. e. The vendor shall notify VA within 24 hours of the discovery or disclosure of successful exploits of the vulnerability which can compromise the security of the Systems (including the confidentiality or integrity of its data and operations, or the availability of the system). Such issues shall be remediated as quickly as is practical, but in no event longer than 10 days. f. When the Security Fixes involve installing third party patches (such as Microsoft OS patches or Adobe Acrobat), the vendor will provide written notice to the VA that the patch has been validated as not affecting the Systems within 10 working days. When the vendor is responsible for operations or maintenance of the Systems, they shall apply the Security Fixes within 10 days. g. All other vulnerabilities shall be remediated as specified in this paragraph in a timely manner based on risk, but within 60 days of discovery or disclosure. Exceptions to this paragraph (e.g. for the convenience of VA) shall only be granted with approval of the contracting officer and the VA Assistant Secretary for Office of Information and Technology. 6. INFORMATION SYSTEM HOSTING, OPERATION, MAINTENANCE, OR USE a. For information systems that are hosted, operated, maintained, or used on behalf of VA at non-VA facilities, contractors/subcontractors are fully responsible and accountable for ensuring compliance with all HIPAA, Privacy Act, FISMA, NIST, FIPS, and VA security and privacy directives and handbooks. This includes conducting compliant risk assessments, routine vulnerability scanning, system patching and change management procedures, and the completion of an acceptable contingency plan for each system. The contractor s security control procedures must be equivalent, to those procedures used to secure VA systems. A Privacy Impact Assessment (PIA) must also be provided to the COR and approved by VA Privacy Service prior to operational approval. All external Internet connections to VA s network involving VA information must be reviewed and approved by VA prior to implementation. b. Adequate security controls for collecting, processing, transmitting, and storing of Personally Identifiable Information (PII), as determined by the VA Privacy Service, must be in place, tested, and approved by VA prior to hosting, operation, maintenance, or use of the information system, or systems by or on behalf of VA. These security controls are to be assessed and stated within the PIA and if these controls are determined not to be in place, or inadequate, a Plan of Action and Milestones (POA&M) must be submitted and approved prior to the collection of PII. c. Outsourcing (contractor facility, contractor equipment or contractor staff) of systems or network operations, teleVoceras services, or other managed services requires certification and accreditation (authorization) (C&A) of the contractor s systems in accordance with VA Handbook 6500.3, Certification and Accreditation and/or the VA OCS Certification Program Office. Government-owned (government facility or government equipment) contractor-operated systems, third party or business partner networks require memorandums of understanding and interconnection agreements (MOU-ISA) which detail what data types are shared, who has access, and the appropriate level of security controls for all systems connected to VA networks. d. The contractor/subcontractor s system must adhere to all FISMA, FIPS, and NIST standards related to the annual FISMA security controls assessment and review and update the PIA. Any deficiencies noted during this assessment must be provided to the VA contracting officer and the ISO for entry into VA s POA&M management process. The contractor/subcontractor must use VA s POA&M process to document planned remedial actions to address any deficiencies in information security policies, procedures, and practices, and the completion of those activities. Security deficiencies must be corrected within the timeframes approved by the government. Contractor/subcontractor procedures are subject to periodic, unannounced assessments by VA officials, including the VA Office of Inspector General. The physical security aspects associated with contractor/subcontractor activities must also be subject to such assessments. If major changes to the system occur that may affect the privacy or security of the data or the system, the C&A of the system may need to be reviewed, retested and re-authorized per VA Handbook 6500.3. This may require reviewing and updating all of the documentation (PIA, System Security Plan, Contingency Plan). The Certification Program Office can provide guidance on whether a new C&A would be necessary. e. The contractor/subcontractor must conduct an annual self assessment on all systems and outsourced services as required. Both hard copy and electronic copies of the assessment must be provided to the COR. The government reserves the right to conduct such an assessment using government personnel or another contractor/subcontractor. The contractor/subcontractor must take appropriate and timely action (this can be specified in the contract) to correct or mitigate any weaknesses discovered during such testing, generally at no additional cost. f. VA prohibits the installation and use of personally-owned or contractor/subcontractor owned equipment or software on VA s network. If non-VA owned equipment must be used to fulfill the requirements of a contract, it must be stated in the service agreement, SOW or contract. All of the security controls required for government furnished equipment (GFE) must be utilized in approved other equipment (OE) and must be funded by the owner of the equipment. All remote systems must be equipped with, and use, a VA-approved antivirus (AV) software and a personal (host-based or enclave based) firewall th...