The U.S. Coast Guard (USCG) seeks companies to provide services and materials in support of the Service Desk for the USCG Integrated Health Information System (IHiS). The IHiS provides ambulatory care, urgent care, dental, physical therapy, optometry, behavioral health, occupational health, immunizations, audiology, radiology, pharmacy, laboratory and patient portal functionality. In support of the IHiS, the Service Desk Support will provide project management, IT Services (system maintenance, configuration management, performance monitoring, security monitoring, database administration, and wireless network operations), Help Desk, IHiS Support (training, IHiS Rollout, and Application Development), and Centralized Document Indexing. IHiS Service Desk Support Project Management is required to manage successful performance of the Service Desk Support. The Project Management will maintain the IHiS Service Desk Project Plan, develop a IHiS Work Breakdown Structure, develop and maintain an Integrated IHiS Schedule, perform project management activities, and develop Weekly Status Reports and Monthly Progress Reports. IHiS Service Desk Support IT Services include system maintenance, configuration management, performance monitoring, security monitoring, database administration, and wireless network operations functions. These functions are required to guarantee IHiS applications and support software and hardware are up to date, that IHiS is secure and correctly functioning, and that the IHiS user requirements are met. IHiS Service Desk Support Help Desk provides Tier 1 and Tier 2 Help Desk functions to users including staff from approximately 250 medical clinics world-wide, and their associated patients (using the patient portal). Initially the Help Desk hours of operation will be between the hours of 700 and 2200 EST, Monday through Friday but will transition to 24x7x365 operations. The Help Desk is required to support provider and patient IHiS users by answering questions, identifying and correcting IHiS problems, and resetting passwords. Additionally, calls and call resolution will be analyzed and recommendations regarding IHiS updates or enhancements (application, training, documentation, or other) will be identified. IHiS Service Desk Support IHiS Support includes providing training classes and materials, rollout support, and application development. IHiS Support is required to train IHiS users, support IHiS rollout to the clinics, and to generate applications and reports required by various IHiS users. Centralized Document Indexing processes documents coming into IHiS from outside sources. For each incoming item, the master patient index (MPI) and associated workflow are determined and the document is entered into the IHiS document management component as appropriate per the identified workflow. It is estimated Centralized Document Indexing will process 75,000 documents annually. IHiS Service Desk Support requires technical staff that are citizens or legal residents of the United States and possesses expertise in the following applications: - Epic Modules EpicCare, MyChart, and Willow - CareFX Fusionfx - Agfa IMPAX - Perceptive ImageNow - SAP Business Objects - Citrix XenApp - SQL - InterSystems Cache Attached to this Sources Sought Notice is a draft performance work statement providing additional information regarding the Service Desk Support requirements. Capability statements in response to this market research shall include the following information, using the following outline. 1. Company information, including company name, address, point of contact, telephone number, and web site. 2. Description of company, including corporate experience with supporting the operations of electronic health record systems. 3. Two example projects for each area where support has been recently provided (current or completed within the past 12 months) similar to those described for the Service Desk Support. a. IT Services: For each project, identify the period of performance of the engagement, and describe the support provided that is pertinent to the need described above b. Help Desk: For each project, identify the period of performance of the engagement , the number of sites supported; number of users supported, geographic coverage, time coverage, and average number of calls c. Support: Training, Rollout Support, Application Development) (for each project, identify the period of performance of the engagement, and describe the support provided that is pertinent to the need described above d. Document Indexing: For each project, identify the period of performance of the engagement, the document types indexed, and the average number of documents processed) 4. Using Table 1, identification of the number of staff resources with expertise in key technology areas. 5. A statement of business size and classification (small business, 8(a) concern, veteran-owned small business, HUB Zone small business, small disadvantaged business, emergent business, women-owned small business or large business) with North American Industry Classification System (NAICS) Code 541330. This synopsis is for information and planning purposes only, does not constitute a solicitation, is not to be construed as a commitment by the Government, nor will the Government pay for information provided. Respondents will not be notified of the results with regard to the evaluation of the capability statements received. No solicitation exists at this time; therefore, do not request a copy of the solicitation. Capability statements shall be limited to no more than ten pages and sent directly to: judy.suttles@uscg.mil with a copy to wendy.stevenson@uscg.mil. Only electronic responses will be accepted and shall be submitted no later than April 13, 2012. Please direct any questions or responses to this synopsis via email to judy.suttles@uscg.com. NO VERBAL QUESTIONS/REQUESTS WILL BE ACCEPTED.
