FBODaily.com | FedBizOpps: SRCSGT | J | Theradoc Maintenance and Support

FBO DAILY - FEDBIZOPPS ISSUE OF JANUARY 26, 2018 FBO #5908
SOURCES SOUGHT

J -- Theradoc Maintenance and Support

Notice Date: 1/24/2018
Notice Type: Sources Sought
NAICS: 511210 — Software Publishers
Contracting Office: Department of Health and Human Services, National Institutes of Health, Clinical Center/Office of Purchasing & Contracts, 6707 Democracy Blvd, Suite 106, MSC 5480, Bethesda, Maryland, 20892-5480
ZIP Code: 20892-5480
Solicitation Number: NIHCCOPC18-000003
Archive Date: 2/16/2018
Point of Contact: Kathy D Waugh,
E-Mail Address: waughk@cc.nih.gov
(waughk@cc.nih.gov)
Small Business Set-Aside: N/A
Description: This is a Sources Sought Notice to determine the availability and capability of small business (including certified 8(a)m Small Disadvantaged, and HUBZone firms, veteran-owned small business, and women-owned small businesses. This notice is for planning purposes only, and does not constitute an invitation for Bids, a Request for Proposals, Solicitation, Request for Quotes, or an indication the Government will contract for the items contained herein. This notice is not to be construed as a commitment on the part of the Government to award a contract, nor does the Government intend to pay for any information submitted as a result of this notice. The Government does not reimburse respondents for any cost associated with submission of the information being requested or reimburse expenses incurred to interested parties for responses to this sources sought. Any responses received will not be used as a proposal. OBJECTIVE: The National Institutes of Health (NIH), Clinical Center (CC), the Office of Purchasing and Contracts (OPC)wishes to learn about and is seeking to identify any sources with capabilities or prior experience than can provide for Theradoc support maintenance and additional modules in accordance with the following DRAFT STATEMENT OF WORK (SOW). This could result in a potential IDIQ Contract. Attachment 1 Description/Specifications/Statement of Work Table of Contents Attachment 1 i Description/Specifications/Statement of Work i Project Title: TheraDoc Maintenance and Support 2 Part I - General Information 2 1 Background Information 2 Part II - Requirements 3 2 General Requirements 3 2.1 Scope and Objectives 3 2.2 Applicable Government Publications and Forms 3 3 Maintenance and Support Requirements 6 3.1 General Maintenance Requirements 6 3.2 Responsibilities of the Offeror 6 3.3 Responsibilities of the Government 8 3.4 Maintenance Facilities for the Offeror 8 3.5 On Call/On Site Maintenance 8 3.6 Malfunction Reports 11 3.7 Non-Chargeable Maintenance Items 11 3.8 Preventive Maintenance 12 3.9 Software Enhancements/Updates 12 3.10 Interface Maintenance 13 3.11 Terminology Maintenance 14 3.12 Documentation Maintenance 14 3.13 Development Maintenance 14 3.14 Maintenance Period 14 4 Other Requirements 14 4.1 System Performance 14 4.2 New Modules, Features, Training, and upgrade implementation services 17 4.3 Period of Performance 17 4.4 Mandatory Requirements 18 4.5 Reporting Requirements 19 Project Title: TheraDoc Maintenance and Support Part I - General Information 1 Background Information The mission of the National Institutes of Health (NIH) is to uncover new knowledge that will lead to better health for everyone. The NIH accomplishes that mission by conducting research in its own laboratories; studying patients enrolled in formally approved research protocols conducted within the Clinical Center; supporting the research of non-Federal scientists in universities, medical schools, hospitals, and research institutions throughout the country and abroad; helping in the training of research investigators; and fostering communication of biomedical information. As an organization, the NIH is a unique medical research entity. Management is intentionally decentralized across 27 Institutes and Centers, yet the individual organizations cooperate and collaborate in a useful and necessary partnership. This controlled decentralization is expected to continue as most feel it provides a fertile environment for individual research and supports the incredible scientific diversity represented at NIH. The Warren Grant Magnuson Clinical Center, a 230-bed, federally funded, biomedical-research hospital, is located on the NIH campus in Bethesda, Maryland. The Clinical Center is the delivery setting for all NIH intramural clinical research protocols. The Clinical Center accounts for about half of all NIH-funded clinical research beds in the United States. Patients are admitted to the Clinical Center for the sole purpose of participating in clinical research protocols. Patients may be self referred or referred by their local physicians. The Clinical Center admits patients from all over the world for clinical trials and natural history studies, with all care provided free of charge. The Clinical Center accommodates about 7,000 inpatient admissions and 70,000 outpatient visits a year. The new Clinical Research Center (CRC) was completed in September 2004, which includes all new inpatient and day hospital units. The Department of Hospital Epidemiology Services (HES) conducts active infection surveillance for all inpatient and outpatient units to identify and track health care associated infections, identify organisms with unusual sensitivity patterns, establish baseline infection rates and identify increases above the expected level. HES monitors all inpatients and outpatients, i.e., high risk intensive care patients; hematopoietic stem cell and solid organ transplants; outpatients with follow-up on culture; patients with active lines. At any given time, approximately 100 - 400 patients could be under surveillance. TheraDoc is an application used in Hospital Epidemiology Services in the NIH CC. The primary component is the Infection Control Assistant, which provides real-time surveillance and alerts for infection analysis. Live data from various sources is sent to TheraDoc from CRIS Sunrise (Admission, Discharge, Transfer, and Patient Demographic information) to help trace infections across the hospital. Other interfaces include Radiology results, Lab results, and Pharmacy orders. TheraDoc consolidates all of this information in a single location for quick analysis on patients. Future enhancements include the implementation of new VAD, vital sign, and surgical interfaces, as well as new modules to support Pharmacy use, including an Adverse Drug Events Assistant, Clinical Alerts Assistant, and Antibiotic Assistant. Part II - Requirements 2 General Requirements Independently, and not as an agent of the Government, the Offeror shall furnish all necessary software, labor, materials, supplies, equipment, and services (except as otherwise specified herein) and perform the work set forth below. The Project Officer shall monitor all work performed under this contract. 2.1 Scope and Objectives The National Institutes of Health Clinical Center's requirement is for an Offeror to provide the following: 2.1.2 Ongoing maintenance and support services 2.1.3 New Modules, Features, Training, and implementation Services 2.2 Applicable Government Publications and Forms The Offeror is required to comply with the legislative, regulatory, guidelines, policies, standards, and procedures specified in this section. 2.2.1 Federal Legislation and Implementing Regulations 2.2.1.1 Computer Security Act of 1987 (P.L. 100-235) - Requires agencies to conduct security training, identify sensitive systems, and implement system security plans. http://www.gsa.gov/attachments/GSA_PUBLICATIONS/extpub/4.pdf 2.2.1.2 Information Technology Accessibility Act of 1998. Electronic and Information Technology PL: 105-220. August 7, 1998. http://www.gsa.gov/attachments/GSA_PUBLICATIONS/extpub/15.pdf 2.2.1.3 Privacy Act (P.L. 93-579) of 1974 and 45 CFR Part 5b - Provides for the protection and accuracy of information about individuals. http://www.fs.fed.us/im/foia/patxt.htm 2.2.1.4 Electronic Communications Privacy Act (P.L. 99-508) - Provides for the protection of transmissions of various communications technology. http://www.gsa.gov/attachments/GSA_PUBLICATIONS/extpub/5.pdf 2.2.1.5 Revision of OMB Circular No. A-130, Transmittal No. 3, Appendix III, Security of Federal Automated Information Resources. http://www.whitehouse.gov/omb/circulars/a130/a130.html and http://www.whitehouse.gov/omb/circulars/a130/a130pre.html 2.2.1.6 Health Insurance Portability and Accountability Act Of 1996 (HIPAA) (proposed regulations) 104th Congress. August 21, 1996. Public Law 104-191. Health Insurance Portability and Accountability Act of 1996. http://aspe.os.dhhs.gov/admnsimp/pl104191.htm 2.2.1.7 Federal Information Security Management Act of 2002 (FISMA), Title III, E-Government Act of 2002, Pub. L. No. 107-347 (Dec. 17, 2002); http://csrc.nist.gov/policies/FISMA-final.pdf 2.2.2 DHHS Guidelines 2.2.2.1 Health Insurance Portability and Accountability Act Of 1996 (HIPAA) Resources DHHS Issues First Guidance on New Patient Privacy Protections. Friday, July 6, 2001. http://www.hhs.gov/news/press/2001pres/20010706a.html 2.2.2.2 HIPAA Administration Simplification http://aspe.os.dhhs.gov/admnsimp/ 2.2.2.3 DHHS Information Systems Security Handbook. The DHHS Information Security Program Handbook is provided as an attachment. 2.2.3 Federal Information Processing Standards (FIPS) 2.2.3.1 FIPS PUB 112, Standard on Password Usage, May 30, 1985. http://www.itl.nist.gov/fipspubs/fip112.htm 2.2.3.2 FIPS PUB 190, Guideline For The Use Of Advanced Authentication Technology Alternatives, September 28, 1994. http://www.itl.nist.gov/fipspubs/fip190.htm 2.2.4 Data Standards 2.2.4.1 Arden Syntax for Medical Logic Systems. A standard language for representing and sharing medical knowledge designed to assist clinicians in decisions and alerts. Approved as an ANSI Standard on July 26, 1999. http://www.hl7.org 2.2.4.2 The Clinical Document Architecture is a model for clinical documents. Approved as an ANSI Standard in November 2000. http://www.hl7.org 2.2.4.3 Health Level 7 (HL7) Version 2.3. Approved as an ANSI Standard on May 13, 1997. http://www.hl7.org 2.2.4.4 HL7 Clinical Context Object Workgroup (CCOW) Version 1.3. Approved as an ANSI Standard on June14, 2001. http://www.hl7.org/special/committees/visual/visual.cfm 2.2.4.5 Structured Query Language (SQL) - SQL/99 ISO/IEC 9075:1992, "Information Technology --- Database Languages --- SQL" or ANSI X3.135-1992, "Database Language SQL" http://www.ansi.org/ 2.2.5 Regulatory Bodies 2.2.5.1 FDA - Title 21 Code of Federal Regulations (21 CFR Part 11). Electronic Records; Electronic Signatures. Industry Experience Implementing Technical Provisions of 21 CFR Part 11, Federal Register (FR), February 22, 2000 http://www.fda.gov/ora/compliance_ref/part11/FRs/updates/2k0222pubmtg.pdf 2.2.5.2 FDA - Guidance for Industry: General Principles of Software Validation; Final Guidance for Industry and FDA Staff - 1/11/2002 - (PDF), (Text) http://www.fda.gov/cber/guidelines.htm 2.2.5.3 FDA - Draft Guidance for Industry: 21 CFR Part 11; Electronic Records; Electronic Signatures; Glossary of Terms - 9/24/2001 - (PDF), (Text) http://www.fda.gov/cber/guidelines.htm 2.2.5.4 FDA - Draft Guidance for Industry: 21 CFR Part 11; Electronic Records; Electronic Signatures; Validation - 9/24/2001 - (PDF), (Text) http://www.fda.gov/cber/guidelines.htm 2.2.5.5 JCAHO Standards - http://www.jcaho.org/standards_frm.html 2.2.6 Electronic and Information Technology Accessibility Standards As set forth in Section 508 amendments of the Rehabilitation Act, the following Electronic and Information Technology Accessibility Standards (36 CFR Part 1194) are applicable to this contract: (a) Section 1194.21 - Software Applications and Operations Systems Technical Standard. (b) Section 1194.22 - Web-based Intranet and Internet Information and Applications Technical Standard. (c) Section 1194.23 - Telecommunications Products Technical Standard. (d) Section 1194.24 - Video or Multimedia Products Technical Standard. (e) Section 1194.25 - Self-Contained, Closed Products Technical Standard. (f) Section 1194.26 - Desktop and Portable Computers Technical Standard. (g) Section 1194.31 - Functional Performance Criteria Technical Standard. (h) Section 1194.41 - Information, Documentation, and Support Technical Standard. These standards may be found at http://www.section508.gov/final_text.html. 3 Maintenance and Support Requirements 3.1 General Maintenance Requirements The Offeror shall provide maintenance for the system application software as specified in this contract. The Offeror shall provide Service Level Agreements (SLAs) to meet the maintenance terms and conditions. The SLAs shall address, but are not limited to the following elements: Service policies and procedures including security and software support, on call/on site service priorities, thresholds, response time, resolution/fix time, reporting and escalation procedures. The Offeror shall grant, in accordance with the terms and conditions contained in this contract, a non-exclusive, irrevocable and perpetual license to use the Software. This includes custom software products, e.g., interfaces, developed by the Offeror; custom software products will remain the intellectual property of the Offeror, but will be perpetually licensed to NIH under the same terms as the generally released software products. 3.2 Responsibilities of the Offeror The Offeror shall provide maintenance for the system application software at the prices shown in the Cost Proposal, including all necessary maintenance labor, repair parts, maintenance supplies, tools/utilities, test equipment, transportation, software, documentation and other related supplies and services as may be required to keep the system in good operating condition at the availability level of at least 99.5% as defined in Section 4.1. The system and all components delivered under this contract must maintain the Effectiveness Level for the duration of the contract or the contract may be terminated for default. The average effectiveness level for a system/item of hardware is a percentage figure determined by dividing the total productive operational use time for a system/item of hardware during a given period by the sum of that total productive operational use time plus the functional failure downtime of that system/item of hardware during the same period of performance. A System Problem or Functional Failure means that the system/item of hardware or software is considered "down", not operating, when, due to malfunction of hardware or software or systems software acquired under this contract, the system/item of hardware or software fails to perform to the manufacturer's specifications and/or is not in compliance with all technical/performance requirements in the contract. Average Effectiveness Level = 100 x Productive Operation Use Time__________ Productive Operational Use Time + Functional Failure Downtime The Offeror shall provide maintenance on all software that are proposed and accepted by the Government. The software to be maintained includes all of the Application Software delivered during the duration of this contract and other software that enhances the application operation. The Offeror shall fully support such software, including any Offeror-sponsored modification or revisions thereof, at no additional cost, unless specified in the Cost Proposal, for the duration of this contract, including the exercise of options. All services under this contract shall be performed by fully trained and technically experienced personnel providing the required services in accordance with the best commercial practices without unreasonable delays or interference with Government functions. Use of trainee personnel for maintenance services on this contract shall not be allowed, except when accompanied and supervised by trained, experienced personnel capable of satisfying the support requirements of this contract. The Offeror personnel, assigned to provide on site support under this contract, shall be fully capable technicians possessing the technical skills necessary to monitor, control, and perform the requirements of the statement of work. If Original Equipment Manufacturer (OEM) warranties require OEM certification of maintenance personnel, the Offeror shall supply personnel who are so certified. Maintenance shall include any repairs to failures resulting from ordinary use. Maintenance shall not include repairs for damage resulting from Government accident; transportation by Government between Government sites; Government negligence; Government misuse; failure of electrical power, or air-conditioning or humidity controls; or other causes that are not the result of ordinary and/or reasonable use. While the Offeror's personnel are at the Government facility, the Offeror is responsible for compliance with all laws, rules and regulations governing conduct with respect to privacy, health and safety not only as they relate to its employees and agents. Only new standard parts, or parts equivalent to new in performance, that meet the OEM specifications when used in the equipment shall be used to effect repairs. If a part is not new, it shall be identified to the Government as warranted as new. Maintenance parts shall be furnished on an exchange basis. The new parts become the property of the Government and replaced parts shall become the property of the Offeror. In no case shall the Offeror use any replacement parts in repairing equipment that would result in the OEM refusing to support the equipment. A warranty shall be provided for all replacement parts. Parts shall not be swapped or exchanged between hardware components without prior approval from the Contracting Officer or his/her designee. There shall be no additional charge for replacement parts unless such parts are necessary due to the fault or negligence of the Government or its agents as determined by the Government. The Offeror shall acquire and install all Engineering Change Orders (ECOs) prescribed by the OEM and approved by the Government within 60 days after approval of the ECO by the Contracting Officer. The Offeror shall ensure all equipment maintained under the contract remains at the current ECO level as designated by the OEM. Offeror-provided OEM sponsored alterations to the equipment, including ECOs, shall be made only with prior approval from the Contracting Officer or his/her designee. ECO installation and OEM technical support shall be provided at no additional cost to the Government. Maintenance service shall not include electrical work external to the equipment, the furnishing of consumable or operating supplies other than maintenance supplies, and adding or removing accessories, attachments, or other devices placed by the Government. Changes to maintenance resulting from Government alterations to the Offeror-supplied Hardware or Software shall be the subject of mutual agreement. Any failure to agree shall be resolved pursuant to the Disputes Clause. Offeror-sponsored alterations or attachments to Hardware or Software shall be made only with the consent of the Contracting Officer. 3.3 Responsibilities of the Government Subject to security regulations, the Government will provide the Offeror access to the system and any other components needed to perform the required preventive or remedial maintenance service. The Government will provide a time for installation of approved Offeror-sponsored modifications within a reasonable time after being notified by the Offeror that the modification is ready to be made. The time required to make the modification shall be outside the principal period of maintenance as defined in Section 3.5, unless another time is mutually agreeable. The Government will maintain site requirements in accordance with the equipment environmental specifications furnished by the OEM. Government personnel will neither perform maintenance nor attempt repairs, other than those stated in the Offeror's maintenance plan, to Hardware and Software while the Offeror is maintaining the system. The Offeror shall have the right to inspect Government Owned Equipment (GOE) for maintainability and safety prior to accepting the maintenance responsibility. The inspection of such equipment shall be provided at no cost to the Government. 3.4 Maintenance Facilities for the Offeror The Government will provide adequate storage space for spare parts and adequate working space, including heat, light, ventilation, electric current and outlets, and telephones for the use of maintenance personnel. These facilities shall be within reasonable distance of the equipment to be serviced and shall be provided at no charge to the Offeror. 3.5 On Call/On Site Maintenance The commencement date shall be upon establishment of system readiness. The Offeror shall provide a fully functioning help desk function available at the Offeror site via telephone during the Principal Period of Maintenance (PPM) which shall be Monday through Friday 6AM to 6PM excluding holidays. The Government reserves the right to change the PPM upon 60 days written notice. Any changes in the cost due to the change in the PPM shall be subject to mutual agreement. In addition to the maintenance service during the stated PPM (or extensions thereof), on-call maintenance shall be provided via to an experience technician/analyst outside the PPM. The Offeror shall provide a contact number for placing on-call requests on a 24-hour, 7 days/week, 365-days/year basis, including holidays, for receipt of management and first line support of system problems regardless of cause. The Offeror shall make arrangements to enable its maintenance representative to receive such notification. All calls to the Offeror point of contact shall be logged on a Problem Log and categorized using a category list defined by NIH and the Offeror. The following categories should be considered: * System enhancement * Manual workaround * System Degraded * System Down * Updates * Fixes - permanent, * " built as designed" * Critical Problems The Problem Log shall be accessible by the Government electronically and be searchable by type of problem to find information about problem, problem status and resolution. The Offeror shall respond by phone with an appropriate technically qualified person within one (1) hour of the Government's request for service. If the problem is determined to not be caused by Offeror-provided hardware, software, operating system or third party tools, the Offeror shall provide information on potential source of problem and rationale for source identification to designated system administrator. The Offeror shall respond to a Production System Problem (hardware or software) with appropriate technically qualified person within one (1) hour of the time the Government contacts the Offeror's point of contact. The Offeror shall provide on site problem resolution at no additional costs if deemed necessary by the Government. Software related problems not resulting in Production System Problem, shall be responded to by the Offeror within four (4) hours. Should the Government require maintenance service for such problems outside the designated PPM or on site, the Offeror shall respond with an appropriately qualified representative within twenty-four (24) hours. The hourly rates for such additional maintenance services and the maximum charge for any one occurrence shall be specified in the Cost Proposal. The Offeror shall provide all fixes and patches to the Production System Problem occasioned by the maintenance call within forty-eight (48) hours of the maintenance call. If the Production System is down or major portions of the system remain unavailable or patient safety is at risk, the Offeror shall provide the fix within two (2) hours of problem determination. Problem Severity Respond to Call Fix Problem On Site Problem Resolution Production System Problem - patient safety at risk, production system down or major portions unusable 1 hour Within 2 hours of problem determination Within 4 hours of determination Production System Problem - major portions of system usable and mission critical workload can continue 1 hour Within 4 hours of problem determination Within 24 hours of determination Production System Problem - system usable with manual workaround 1 hours Within 48 hours of problem determination Non-production System Problem 4 hours Within 48 hours of maintenance call Summary of Problem Severity and Response Times The Offeror shall provide the option to access the system remotely to review and repair system malfunctions. Such remote services shall be done in a fashion to maintain the security of the system and the integrity and confidentiality of the patient information and shall adhere to NIH security procedures. If the maintenance representative determines additional assistance, hardware or software is necessary from an OEM to correct a malfunction that has not been corrected, the Offeror shall promptly provide such assistance at no additional cost to the Government. The Offeror shall provide follow-up with written Malfunction Reports, as described in Section 3.6, on all problem calls submitted by the Government, including acknowledgement of receipt and preliminary response to non-Production System Problems within one week of the call. The Offeror shall provide an escalation procedure to address Production System Problems not corrected within forty-eight (48) hours of a maintenance call. The procedure shall provide for a response from an executive representative of the Offeror to a phone call from the Project Officer. The call shall develop a mutually agreeable plan and timeframe for Offeror's plans to correct the malfunction and shall be followed by a written report within one day of the call. In the event that such malfunction is not corrected in the mutually agreed timeframe, an appropriately qualified representative shall be dispatched to the Government site and remain at the Government site until such matters have been resolved, at no additional cost to the Government. 3.6 Malfunction Reports The Offeror shall furnish a signed malfunction incident report to the Contracting Officer and the Project Officer upon completion of each Production System Problem call. The reports shall be delivered within one week of the completion of such maintenance actions. At a minimum, each report shall include the following: • Date and time notified • Name and email address of the Government Point of Contact • Name and email address of the Offeror's Point of Contact • Date and time of arrival of maintenance personnel, if applicable • Name of Problems • Government Assigned Priority (i.e., highest is Production System Down/Functional Failure Downtime) • Type of Problems (hardware, software, reference files, etc.) • Type, serial, and model number(s)of each hardware component or module name, release number of software component • Description of malfunction • Time spent for repair • Expected date/time of repair • Date and time system was returned to the Government for operation • Service call reference number • Description of action(s) taken, fixes or patches or repairs made, lists of parts/components replaced • Government Representative's signature • Offeror's Representative's signature The Government will record the date and time the Offeror is notified of a malfunction, name of the problem, the type of problem, the problem priority, the date and time of expected repair, and the date and time system is returned to the Government and certified to be operational. 3.7 Non-Chargeable Maintenance Items There shall be no additional charges for the following: • Replacement parts, unless such parts are required due to the fault or negligence of the Government; • Software fixes and patches necessary to correct Software or other Functional Failure Downtime events; • Software enhancements or updates (releases) versions as made generally available to other health care provider clients; • Preventive maintenance, regardless of when performed; • On Call/On Site maintenance to correct critical problems or maintenance initiated but not completed within the PPM; or • Time spent by Offeror's maintenance personnel after arrival at the Government's installation while not engaged in productive maintenance activities but waiting for the arrival of additional Offeror maintenance personnel and/or parts. 3.8 Preventive Maintenance The Offeror shall specify in writing the frequency and duration of preventive maintenance for all Hardware and Software provided under this contract. Scheduled preventive Hardware maintenance shall include cleaning, lubricating, performing adjustments as needed, and repairing or replacing all parts and components necessary to keep the hardware functioning within the specifications defined by the OEM. Preventive Hardware maintenance includes running all diagnostics and repairing and replacing all parts determined to be defective. Preventive Software maintenance shall include data base consistency check, data base integrity checks and other methods of inspection. The Offeror shall perform preventive maintenance outside of PPM including weekends and holidays, so as not to interfere with the Clinical Center's normal operations. Operating and security system software fixes and patches shall be installed within one week of OEM making such fixes and patches available. Other fixes and patches for third party tools must be at level supported by the OEM and shall be installed based on the OEM support personnel, but such support shall equal or exceed that provided by the OEM for like products under the OEM's standard commercial maintenance contracts. The Offeror shall adhere to the schedule and set of performance metrics for maintenance including acceptable system down times per quarter as defined in Section 4.1. The Offeror shall perform preventive maintenance in accordance with the approved Offeror-supplied Maintenance Plan. The Offeror shall take every reasonable precaution to anticipate problems and take necessary corrective action prior to hardware or system failure. The Offeror shall be knowledgeable about all software and hardware as provided under this contract to assist in problem isolation, diagnosis, and resolution. 3.9 Software Enhancements/Updates In the event the Offerormakes generally available modifications to its software that were developed to address present or future requirements for NIH, such modifications shall be provided to the Government at no cost. The Offeror also agrees to provide updated documentation, user guides, and technical bulletins necessary to implement, use, and support such modifications at no cost to the Government. During the life of the contract, the Offeror shall also provide regular enhancements to keep its Software current with the latest versions of operating system and other related Software. The Offeror shall provide fixes and patches to software problems identified in maintenance calls or as provided to any other customers using the Software. If the fix or patch provided by the Offeror in response to a maintenance call is a permanent fix, then the Offeror shall provide a permanent correction of the errors and applicable documentation at no additional cost to the Government. The Offeror shall provide the capability to allow Government to selectively implement fixes or patches to correct software defects. The Government is not obligated to wait for a new software release to correct a software malfunction. If the Government elects not to accept later versions of the Software, maintenance shall continue under the terms and conditions of the contract regardless of NIH production version. The Government's decision to accept a new release will consider system impact, maintenance of customization, and documentation of stability of the new release. The Offeror shall provide a structured mechanism (i.e., user groups, client focus groups, etc.) for soliciting input from NIH or from client user groups in which NIH participates on recommended product enhancements and updates. The Offeror shall provide a response to any Government request for changes, submitted to Offeror in writing, within 60 days of receipt of such requests, at no additional cost. The Offeror's response shall include the reason for rejection or notice of acceptance. Acceptance of such requests shall include development plans, priorities, cost and timing for making such enhancement/updates available to the Government. The Offeror shall provide 30 days written notification of the release of any software modifications, improvements, updates, and revisions. In the case of new software level releases, the Government may elect to accept the later versions of the software, and if accepted, the Offeror shall provide software support at no additional cost during the period of this contract, including the exercise of any options. The Offeror shall provide enhancements or improvements to ensure conformance to mandatory rules and maintain compliance with any Government regulation to which Government or general health care providers must adhere. In the event enhancements or improvements, which alter the basic function of the Offeror-provided software, become available during the system life, the Government shall have the right to obtain such software application or component. The price(s) for such applications/components shall be no more than the lesser of (a) the price(s) then in effect or (b) the difference between the then current price of the application/component and the price paid for the application/component in the original contract. Software obtained under this provision shall be supported in accordance with the On Call/On Site Maintenance, Section 3.5. 3.10 Interface Maintenance The Offeror shall provide updates/enhancements to, and maintain, interface-processing software that is compliant with approved HL7 standards within one year of HL7 standard approval. If HL7 has a new release or if the upgrade system captures a new element for an existing interface, the Offeror shall specify and offer that enhancement needed to maintain the interfaces to operate and exchange interface specified HL7 data with the applications/components database provided under this contract. 3.11 Terminology Maintenance Terminology support shall include update and maintenance for standard terminologies, knowledge bases, and other supporting products provided under this Contract as licensed by NIH. 3.12 Documentation Maintenance The Offeror shall provide full documentation of all Offeror changes and/or modifications to Software provided under this Contract. The Offeror shall provide the Government with all documentation required to enable the Government to successfully test and install new releases. The Offeror shall also provide corresponding updates to documentation required to operate and maintain the system for all application components, interfaces, or databases. The Offeror shall update system documentation and provide corresponding support product documentation with each maintenance change to the Hardware and Software provided under this Contract. 3.13 Development Maintenance The Offeror shall provide maintenance for any development deliverable to keep the development deliverable up-to-date with the current release of the Offeror-supplied system. 3.14 Maintenance Period The Offeror shall provide ongoing support for the system for five (12-month) periods to be exercised at the discretion of the Government. 4 Other Requirements 4.1 System Performance 4.1.1 NIH shall provide hardware as specified by the Offeror and the Offeror shall provide operating system software sufficient to support NIH operations with following levels of response time. Action 95 Percentile (95 % time < value below) Maximum Moving between fields when editing Instantaneous Instantaneous Boot client application through Citrix 1 minute 2 minutes Simple query (from 1 logical table), i.e., retrieving multiple records from tables such as person, order, event, problem, any reference table. 1 second 3 second Retrieve data from a single record such as retrieving demographics for a single patient. 1 second 3 seconds Complex queries. Complex queries involve merges of data from multiple tables, i.e., capture of denominator data to determine rates of infection. 3 second 5 second Simple updates (1 table) 1 second 3 second Complex updates, i.e., processing orders through the interface engine 3 second 5 second Generate a standard report based on a moderately simple query, i.e., Daily Patient Infectious Disease Summary 10 second 30 second 4.1.2 The Offeror shall provide hardware and operating system software sufficient to support NIH operations with following levels of performance: Item Description Minimum Maximum Production Environment Availability Production System shall provide for 99.5% up time availability per year once the system is implemented and beyond the initial stabilization period. This means the system is available to all users even if all hardware is not up. At this level there would be 7 minutes of unscheduled downtime per day, 50 minutes unscheduled downtime per week, or 43 hours of unscheduled downtime per year maximum. Scheduled Downtime shall be for software and hardware upgrades, disaster recovery drills and other requirements. Scheduled downtime shall be planned. 99.5% 6 hours per quarter 100% 15 hours per quarter Other Operating Environments Development, Test, Training, and Production Environments shall be set up (or their equivalents) and maintained to support the orderly implementation of new releases, bug fixes, enhancements, interfaces, and data conversion routines. 100% set up and tested before the 1st live date 100% set up and tested before the 1st live date Backup Operations and Testing Live Backups shall be performed and tested for all environments to include a restore. Documentation for the backup procedures as well as for the restore tests shall be provided. This documentation shall be reconciled and included with NIH disaster recovery plans. Documentation for backups shall include rotations for period to-date including daily, weekly, monthly, and quarterly backups and each of these periods needs to be tested with a restore within the thresholds established. Production fail over tests shall be performed to include network redundancy, production system redundancy, and interface redundancy, and the ability to connect to the redundant platform. Documented fail over operating procedures and test results should be provided. 100% set up and tested before the 1st live date 100% set up and tested before the 1st live date Migration Operations and Testing Migration Operations encompass the procedures to promote components of an application from one environment to another. The components may be anything that makes an application work, i.e., application programs, database tables or elements, dynamic link libraries, screen files, interface programs, and other components. Once the various environments are available, migration operations should be performed and tested. These include the testing of code migration for all components that may be necessary for a change. (This may include a database change, application code, or other code components). Migration tests shall be performed from Development to Test and to Production; and then backed out completely. Documentation of the forward and reverse migration tests shall be added to the standard operating procedures for NIH change control. 100% set up and tested before the 1st live date 100% set up and tested before the 1st live date Production System Fail over Built in redundancy is expected in the proposed configuration for hardware, database, disk storage, and application software. There are many techniques for accomplishing redundancy. If the primary production system has a catastrophic failure, in place redundant systems should support the operation within set time limits even if operations are degraded. Degraded operations are defined as less than 100% of the workstations able to connect to the redundant system but at least 40% of the workstations able to access the redundant system post failure. At least 40% of the workstations able to connect and operate with the redundant system within 1 hour of failure. At least 40% of the workstations able to connect and operate with the redundant system within 3 hours of failure. 4.1.3 NIH and the Offeror will jointly agree upon further clarifying the system performance just prior to go-live. 4.2 New Modules, Features, Training, and upgrade implementation services During the contract period, upon the request of NIH we would like TheraDoc to provide pricing for additional modules, new features, or upgrade assistance for the TheraDoc system. The pricing shall include software licensing, applicable hardware and database costs, annual maintenance, implementation and training fees. The NIH would like TheraDoc to provide hourly pricing for additional fee for service work that may arise during the contract period. Examples include but are not limited to; additional hours for required for upgrades, implementations, services for fee based case resolution. 4.3 Period of Performance Base Year 4/1/2018 to 3/31/2019 Option Year 1 4/1/2019 to 3/31/2020 Option Year 2 4/1/2020 to 3/31/2021 Option Year 3 4/1/2021 to 3/31/2022 Option Year 4 4/1/2022 to 3/31/2023 &emsp; 4.4 Mandatory Requirements Functionality Interfaces: including Chart Notes & Clinical Documentation, vitals, devices, and MIC data and map non-discreet micro. Physician data (Admitting, Attending, etc.) Patient Days Device Days Exporting data to NHSN Trace a bed's occupants SIR - CLABSI, VAP's Patient worklists Consolidated platform, Infection Prevention, Pharmacy and Quality (Core Measure Obtainment) embedded into one platform Workflow Suppress/Dismiss capability once a patient has been "worked"; patient will continue to appear in query Configurable data views for each and every unique user Alert Review Panel Bi-directional interfaces ODBC (Oracle Data Base Connection) Supports single sign and tablet compatibility Interface monitoring hours (alerts us if any of our interfaces are down) - Real time data access via HL7 data feed Test environment available 4.5 Reporting Requirements 4.5.2 Monthly Maintenance Reports Offerer must provide the following reports monthly by the 10th of the month in PDF format • Problem Log described in Section 3.5. • Malfunction Report described in Section 3.6 • Service Level Metrics Report described in Section 4.1 RFP Response Requirements - Maintenance and Upgrade Requirements The Offeror must describe the approach to the maintenance requirements in SOW, specifically in Section 3, including: 1. Maintenance Service for 60 months. 2. Approach to On Call/On Site services on a 24-hour, 7-day a week basis, including holidays, for receipt, management and first line support of system problems regardless of cause; scope and timing of services; response and repair capabilities; call logging, problem follow-up, and problem resolution; and reporting of malfunctions. 3. Proposed Service Level Agreement(s) (SLA) for problem resolution that consider problem severity and impact, escalation procedures, status reporting and communication procedures that addresses: • Escalation Procedures for each category. • Offeror response priorities, thresholds, response times, repair time and any costs (not for services not included in annual maintenance fee) shall be specified. • Financial penalties and/or incentives can be proposed. 4. A process for communicating plans, content and timing for future upgrades/enhancements; 5. Preventive Maintenance Services for Software delivered under this contract; 6. A methodology for transferring customizations or fixes to future upgrades/enhancements; 7. An approach to meeting the requirements for Enhancements/Updates including a process for communications plans, content and timing for future release; and communications and distribution mechanism for the releases. 8. Description of release notes (for all Software provided under this contract), which will be provided with each fix, patch or new release that is of sufficient quality to allow Government analysis of scope and impact of fix, patch or new release. 9. A checklist indicating all steps required by the Offeror and/or Government to apply the software upgrades/enhancements to the System prior to implementing any new software on the development or production systems; 10. A process to backup upgrades/enhancements if there is a problem; and a methodology for the Government to reasonably select which upgrades/enhancements will be implemented and which may not impact system maintenance agreements; 11. A statement of conformance to mandatory rules including HIPAA compliance where applicable. 12. A structured methodology for request and authorization of Government requested changes. 13. Description of approach to Interface maintenance including maintaining compliance with new versions of HL7. 14. Description of approach to terminology and knowledge-bases maintenance 15. Description of how system documentation is updated with each major product release. 16. Description of approach to gathering input from user groups and NIH, which includes at a minimum: • The role of the Government and other customers in determining product evolution and prioritization on new enhancements • The role and ownership of formal user groups, product advisory groups, and other similar bodies • How NIH will fit into the Offeror's model for user input • Examples of any material or literature provided by User Groups Companies are encouraged to respond if they have the capability and capacity to provide the identified services with little or no disruption of services to the current users at the NIH/CC. Interested small business potential Offerors are encouraged to respond to this notice. However, be advised that generic capability statements are not sufficient for effective evaluation of respondents' capacity and capability to perform the specific work as required. Pricing information is encouraged, but not required. Responses must directly demonstrate the company's capability, experience, and/or ability to marshal resources to effectively and efficiently perform each of the tasks described above at a sufficient level of detail to allow definitive numerical evaluation; and evidence that the contractor can satisfy the minimum requirements listed above wile in compliance with FAR 52.219-14 ("Limitations on Subcontracting"). Failure to definitively address each of these factors will result in a finding that respondent lacks capability to perform the work. Responses to this notice shall be limited to 25 pages, and must include: 1. Company name, mailing address, e-mail address, telephone and fax numbers, website address (if available), and the name, telephone number, and e-mail address of a point of contact having the authority and knowledge to clarify responses with Government representatives. 2. Name, title, telephone number, and e-mail addresses of individuals who can verify the demonstrated capabilities identified in the responses. 3. Business size for a NAICS: 541511 or other suggested/applicable NAICS with size limitation standards of the employees and status, if qualified as an 8(a) firm (must be certified by the Small Business Administration (SBA), Small Disadvantaged Business (must be certified by SBA), Woman-Owned Small Business, HUBZone firm (must be certified by SBA), and/or Service-Disabled Veteran Owned Small Business (must be listed in the VetBiz Vendor Information Pages). 4. DUNS number, CAGE Code, Tax Identification Number (TIN), and company structure (Corporation, LLC, partnership, joint venture, etc). Companies also must be registered in the System for Award Management (SAM) at www.sam.gov to be considered as potential sources. 5. Identification of the firm's GSA and/or other Schedule Contract Vehicle(s) by Schedule number and contract number and SINs that are applicable to this potential requirement are also requested. 6. If the company had a Government approved accounting system, please identify the agency that approved the system. Please submit copies of any documentation, such as letters or certificates to indicate the firm's status (see item #3 above). Teaming arrangements are acceptable, and the information required above on the company responding to this announcement shall also be provided for each entity expected to be teammates of the respondent for performance of this work. To the maximum extent possible, please submit non-proprietary information. Any proprietary information submitted should be identified as such and will be properly protected from disclosure. Interested Offerors should submit their capability statement not exceeding twenty-five (25) pages in length, excluding standard brochures. SUBMISSIONS ARE DUE no later than 9:00 A.M., Eastern Standard Time, December 11, 2015. The capabilities response shall be e-mailed to: rieka.plugge@nih.gov. All information received in response to this notice that is marked Proprietary will be handled accordingly. Responses to the notice will not be returned, nor will there be any ensuing discussions or debriefings of any responses. Information provided in response to this notice will be used to assess alternatives available for determining how to proceed in the acquisition process. This notice is part of Government Market Research, a continuous process for obtaining the latest information on the commercial status of the industry with respect to their current and near-term abilities. The information provided herein is subject to change and in no way binds the Government to solicit for or award a competitive contract. The NIH/CC will use the information submitted in response to this notice at its discretion and will not provide comments to any submission; however, the content of any responses to this notice may be reflected in subsequent solicitation. NIH/CC/OPC reserves the right to contact any respondent to this notice for the sole purpose of enhancing NIH/CC/OPC understanding of the notice submission. This announcement is Government market research, and may result in revisions in both its requirements and its acquisition strategy based on industry responses. It is emphasized that this is a notice for planning and information purposes only and is not be construed as a commitment by the government to enter into a contractual agreement, nor will the government pay for information solicited. Primary Point of Contact.: Kathy Waugh, Contract Specialist waughk@cc.nih.gov Contracting Office Address: 6707 Democracy Blvd, Suite 106, MSC 5480 Bethesda, Maryland 20892-5480 Place of Contract Performance: NIH Clinical Center 9000 Rockville Pike Bethesda, Maryland 20892 United States Allow Vendors To Add/Remove From Interested Vendors: Yes Allow Vendors To View Interested Vendors List: Yes Recovery and Reinvestment Act Action: No
Web Link: FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/NIH/CCOPC/NIHCCOPC18-000003/listing.html)
Place of Performance: Address: National Institutes of Health, Clinical Center, Bldg 10, Bethesda, Maryland, 20892, United States; Zip Code: 20892
Record: SN04798773-W 20180126/180124231629-9cdf6bebf298cd935fe68500c37722ff (fbodaily.com)
Source: FedBizOpps Link to This Notice
(may not be valid after Archive Date)

| FSG Index | This Issue's Index | Today's FBO Daily Index Page |

Loren Data's SAM Daily™

J -- Theradoc Maintenance and Support