J--Service Contract Picis Software Maintenance Albany VA Medical Center

Solicitation Number: VA528-15-Q-0560 Notice Type: Special Notice of Intent to Sole Source This is a SPECIAL NOTICE ANNOUNCEMENT ONLY. The Department of Veteran Affairs, VISN 2 Network Contracting Office intends to award a sole source contract for the Stratton Albany VA Medical Center, 113 Holland Avenue, Albany NY 12208-3410. This proposed contract action is for a service in which the Government intends to award a One Year, firm, fixed-price contract with only one source, Optum Clinical Solutions, Inc., formerly, Picis, Inc., 100 Quannapowitt Parkway, Suite 405, Wakefield, MA 01880 under the authority Federal Acquisition Regulation (FAR) Part 6.302-1 (a)(2), only one responsible source. Place of Performance: Department of Veterans Affairs Stratton Albany VA Medical Center 113 Holland Avenue Albany New York 12208-3410 Purpose and Objectives: The intent of this Special Notice is to identify potential offerors capable of providing full service maintenance, software upgrades, on-line, telephonic and email support, and on-call emergency support services for: 1). PICIS Patient Data Management System and associated components listed below: All repair personnel must be fully qualified, OEM certified in order to work on this equipment. Fully Qualified is based upon training and on experience in the field. For training, the Service Representatives must have successfully completed a formalized training program, for the equipment identified herein. Certifications and/or training records may be requested. SCOPE AND EQUIPMENT: This is a Service Maintenance and Software Support Contract for a PICIS Patient Data Management System. Contractor shall provide all supervision, tools, equipment, labor, and materials necessary to provide full software maintenance and on-call emergency support services, including software upgrades, service bulletins and alerts, telephone, email, and online support. Equipment Description GSA Part # Units Chart+ for Critical Care (now Critical Care Manager) MTN-18 10 Visual Care for Critical Care MTN-18 10 ADT Link for Demographic Data - Inbound MTN-18 1 Central Lab Link - Inbound MTN-18 1 TIU Outbound Link to VistA MTN-18 1 Imaging System Integration with VistA MTN-18 1 Access/verify Link - per Workstation MTN-18 10 Detailed Scope of Work 1. Contractor shall furnish all labor, tools, and equipment as applicable to perform: full service maintenance and repairs on identified equipment and associated software, during normal working hours, unless otherwise specified. Normal working hours for corrective maintenance are 7:00 AM EST - 5:00 PM EST, Monday through Saturday. Holidays observed by the VAMC are: New Year's Day Martin Luther King Day President's Day Memorial Day Independence Day Labor Day Columbus Day Veteran's Day Thanksgiving Day Christmas Day 2. All work shall be performed by competent personnel, experienced and qualified to work on the specific equipment listed on the schedule. Contractor shall provide certification as required by The Joint Commission (TJC) that all personnel authorized to maintain the equipment specified by the contract are competent and able to perform all duties listed under the terms of the contract. All work performed shall be first class in accordance with good manufacturing practices. CONTRACTING OFFICER RESERVES THE RIGHT TO REQUEST PROOF OF APPROPRIATE TRAINING AND EXPERIENCE FROM VENDOR PERSONNEL FOR SERVICING THE EQUIPMENT ON THE SCHEDULE. It is the Contractors responsibility to provide all personnel, equipment, manuals, tools, and schematics to perform contracted services. 3. Biomedical Engineering shall have access to all Service Requests logged in Contractor's Help Desk System to view, print or save at their convenience. 4. This agreement specifically excludes any travel expenses necessary for the fulfillment of the maintenance and support services in this agreement. Funding of travel in support of these services may be necessary in order for the contractor to provide maintenance and support services. Prior approval of travel necessary for on-site services must be obtained from the COR and/or the Contracting officer. 5. Software Maintenance: Contractor will use commercially reasonable efforts to correct any reproducible defects reported by users in the most current version and the version immediately preceding the most current version of the Software Programs. "Version" shall mean the most current commercially available form of the Software Programs. Contractor shall not be obligated to perform Maintenance Services for any defects resulting from (1) modification of the Software Programs or use thereof in combination with software not provided by the manufacturer; (2) improper or unauthorized use of the Software Programs; (3) use of the Software Programs with a hardware or software configuration that does not comply with the manufacturers configuration standards for that version of the Software Programs; or (4) external causes including, but not limited to, power failures or electrical surges. 6. Versions: Manufacturer may from time to time issue new versions and documentation if any, of the Software Programs as part of this maintenance agreement. Such version shall include bug fixes, service packs, improvements and/or modifications to the Software Programs, which are marketed as standard features or functionality of the Software Programs and not marketed as new products, options or additional modules. The VA shall promptly install at the Designated Facility such versions as they become available. Contractor shall support the current version and the immediately prior version of the Software Programs. Contractor shall provide the VA with a minimum of six (6) months prior notification of the retirement of any versions which are older than the current or immediately prior versions of the Software Programs. The VA shall make available telephone and remote assistance to the contractor during the installation of a new version during the contractor's normal business hours. After hours remote assistance shall be charged at the contractor's then current published after hours support rates. The VA's request for on-site assistance, if applicable, for the installation of a new version shall be billable at Licensor's then current time and materials rate. 7. Environments: Contractor shall support the Software Programs in the production and test environments only. 8. Telephone and Web-Based Support: Contractor will provide telephone and electronic technical support for the Software Programs, 24 hours a day, 365 days a year, to VA's designated and trained personnel. In addition, contractor will provide emergency support to any authorized user of the Software Programs for the purpose of error recovery and to assist in determining the cause of any malfunction. Notwithstanding the foregoing, the VA shall ensure that all authorized users seek assistance from the VA's designated support representatives prior to contacting the contractor. VA shall internally resolve all routine questions about the Software Programs (e.g., questions regarding user passwords; logging on; network problems) prior to contacting the contractor. If contractor reasonably determines that VA's users are repeatedly failing to observe this protocol, contractor reserves the right, after providing VA with written notice of such determination and providing VA with a reasonable opportunity to rectify VA's failure to follow protocol, to charge VA for such calls at contractor's then-current rates. Where applicable, VA shall be given access to the Picis user website at www.picis.com (or as otherwise updated) for help desk access, technical information, downloads of database queries, Picis knowledge base, frequently asked questions, and application request. 9. System Monitoring: Contractor may periodically perform remote diagnostic and audit services to monitor the performance of the Software Programs, to maintain diagnostic files, to monitor use of the Software Programs and to control levels of automatic diagnostic reporting. 10. Device Drivers: VA shall have access to all contractors RS232 connected device drivers available for download from the Picis User's web site at https://users.picis.com VA is responsible for the implementation of device drivers. VA shall pay to contractor any time and materials charges, and out-of-pocket expenses incurred by contractor for any services performed by the contractor, at the request of VA, for the implementation of device drivers. 11. Response and Resolution Time Frames: VA shall report all incidences of errors (referred to as "Incident Reports") to contractor in a timely manner using the electronic or telephone support procedures described in Section 8 above. After consulting with VA and after reviewing such Incident Report, contractor shall classify all errors with the Software Programs that are reported by VA to the contractor by Severity Level. Based upon an Error's severity classification, contractor shall then address such error in accordance with the process set forth below and VA acknowledges that contractor's ability to resolve is dependent upon the availability of VA's staff to support the resolution process as well as in providing remote access to contractors systems. Software Program Issue Severity Total Time to Respond/Resolve Level 1 - System is down; major functionality is not working; material data loss or data corruption; unable to document a record; and end users unable to perform essential functions. (e.g. unable to document record). Initial response to Software Programs within 1 hour, immediate attention by responding staff member; updates to VA as applicable until resolved; Issue to be resolved or workaround suggested within 24 hours. Level 2 - System intermittently unable to perform essential functions, moderate to severe impact on documentation (e.g. intermittent slowness, periodic crashing and corruption of standing database tables). Initial response to Software Programs issues within 2 hours, Immediate attention by responding staff member; updates to Licensee as applicable until resolved; Issue to be resolved or workaround suggested within 48 hours. Level 3 - Small number of end users intermittently unable to perform non-essential functions; Application functions and continues to be used (e.g. intermittently receive error message when booking a patient from one workstation. Initial response to Software Programs issues within 24 hours; updates to Licensee as applicable until resolved; Issue to be resolved or workaround suggested in 96 hours. Level 4 - Does not impact the delivery of documentation, does not impact the validity of data in the application (e.g. spelling error, misalignment of data on screen). Application clarifications and enhancement requests. Acknowledge receipt of issue within one week, Licensor resource assigned. Licensor work collaboratively with Licensee to resolve the issue. software Program corrections are queued and evaluated by Picis for inclusion in a future service pack or version release Response: Responses to this Special Notice should be able to demonstrate the firm's ability, capability, and responsibility to deliver the service listed above. The purpose of this Special Notice announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service Disabled Veteran Owned Small Businesses, Veteran Owned Small Businesses, 8(a), HubZone and other Small Businesses interested and capable of providing the services described below. Documentation of technical expertise must be presented in sufficient detail for the Government to determine that your company possesses the necessary functional area expertise and experience to compete for this acquisition. No funds have been authorized, appropriated, or received for this effort. Responses should include the following information: Business name, address, business size and Socioeconomic Category (HUBZone, 8(a), Service Disabled Veteran, Small Business, Large Business, etc.), and point of contact to include e-mail address and telephone number. All offerors must be registered in the System for Award Management (www.sam.com) and Representations and Certifications must be completed prior to any future award. Supporting evidence must be furnished in sufficient detail to demonstrate the ability to provide the full maintenance and repair service on equipment listed. Determination by the Government not to compete this proposed contract based on responses to this notice is solely within the discretion of the Government. Important information: The Government is not obligated to nor will it pay for or reimburse any costs associated with responding to this sources sought synopsis request. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. No sub-contracting opportunity is anticipated. The North American Classification System (NAICS) code for this acquisition is 541511 ($27.5 Million). Any offeror capable of providing this service shall notify the Contracting Officer by email by August 11, 2015 at noon. All information is to be submitted via e-mail to: contact@example.gov.