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FBO DAILY ISSUE OF APRIL 08, 2012 FBO #3788
DOCUMENT

D -- PIV Site Enhancements Scheduling Capability - Attachment

Notice Date

4/6/2012
 

Notice Type

Attachment
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11812I0282
 

Archive Date

6/5/2012
 

Point of Contact

Brandon Caltabilota
 

E-Mail Address

8-5561<br
 

Small Business Set-Aside

N/A
 

Description

Request for Information Implementation of Personal Identity Verification (PIV) Site Scheduling Capability, Homeland Security Presidential Directive 12 (HSPD-12) SOURCES SOUGHT NOTICE & REQUEST FOR INFORMATION. THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is for planning purposes only and shall not be construed as an obligation on the part of the Government. This is NOT a Request for Quotations or Proposals. No solicitation document exists, and a formal solicitation may or may not be issued by the Government as a result of the responses received to this RFI. The Government will not pay for any response or demonstration expenses. Any information received will become the property of the Government and will not be returned to the submitter. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. The Office of Information Technology (OIT) and the Office of Operations, Security, and Preparedness (OSP) of the Department of Veterans Affairs (VA) issue this RFI for a PIV Site Scheduling capability in support of the Department of VA Homeland Security Presidential Directive-12 (HSPD-12) Personal Identity Verification (PIV) credential issuance systems and processes. The VA PIV credential issuance process would benefit from online scheduling software allowing the Department of Veterans Affairs and staff to operate more efficiently and effectively ultimately helping to reduce overall costs associated with the PIV credential issuance lifecycle. A capability is envisioned that will provide appointment scheduling of specific time-slots, allow customer self-scheduling, generate confirmation and notification emails, and offer management, analysis, and reporting functionality. This capability should assist in minimizing the number of customer visits to VA facilities to obtain PIV, non-PIV, and Flash Pass badges. The Department of Veterans Affairs seeks to employ an online scheduling system that is robust and user-friendly. Effective appointment scheduling is important not only to ensure cards are issued to users in a timely fashion, but to also decrease scheduling errors that can decrease productivity and cause inconvenience for those applicants who must travel to credentialing stations. This enterprise wide tool will manage individual customer visits to issuance facilities, ensuring efficiency in the credential issuance process. This will provide improved customer service and increase customer satisfaction for our Veterans, VA employees, contractors, and affiliates. BACKGROUND The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Service Delivery and Engineering, is to provide benefits and services to veterans of the United States. In meeting these goals, OIT strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout the points of the veterans' health care system in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals. On August 27, 2004, a Homeland Security Presidential Directive was issued entitled HSPD-12, "Policy for a Common Identification Standard for Federal Employees and Contractors." HSPD-12 directed the promulgation of a new Federal standard for secure and reliable identification issued by Federal agencies for their employees and contractors. The National Institute of Standards and Technology (NIST) published Federal Information Processing Standards Publication 201 - Personal Identity Verification (PIV) of Federal Employees and Contractors (FIPS 201) on February 25, 2005. FIPS 201 and its associated Special Publications provide a detailed specification for Federal agencies and departments deploying personal identity verification (PIV) cards for their employees and contractors. VA has established and is maintaining an enterprise, standards-based authentication and authorization infrastructure to support the seamless transmission of secure business transactions and information within VA and its business and operational partners while meeting the requirements of HSPD-12 and FIPS 201. The architecture leveraged addresses the requirements of HSPD-12, FIPS-201, and the Federal Common Policy. The Department of Veterans Affairs has approximately 284 brick and mortar or mobile facilities performing credential issuance activities. Only a limited number of current issuance sites have an online appointment booking capability. The Department of Veterans Affairs needs a centralized web-based appointment scheduling solution enabling credential issuance operations and credential lifecycle sustainment. The scope of this requirement includes ~284 VA owned, leased, and contracted credential issuance facilities supporting a user population of approximately 400,000 individuals. The site scheduling solution shall deliver the following benefits: "Maximize staff efficiency and assist in minimizing credential lifecycle costs "Gives full visibility of your resources "Increased productivity through increased utilization "Decreased turnaround time and increased throughput "Reduced schedule management with automatic skills checking "Full availability checks and conflict management "Eliminates unnecessary paperwork "Improved customer service for Veterans, VA employees, contractors, and affiliates REQUIREMENTS The Department of Veterans Affairs needs online scheduling software to support credential issuance, also commonly known as online reservation software. This capability has quickly become a "must-have" for any service-based business or organization looking for a better and more efficient way to schedule its employees, contractor, and affiliates credential appointments and reservations. Booking service appointments and reservations over the phone and manually managing them in a paper schedule book, calendar or spreadsheet can be a tedious and time-consuming process. Site scheduling capability responses should address the following requirements about the envisioned solution and/or technologies: "Role based functionality: Must provide Registrar work flow features. oThe solution, at minimum, shall include support for the distinct system roles of administrator, registration official ("registrar"), and end user ("applicant") oThe administrator role shall be able to define and customize appointment qualification checklist attributes (data fields) for use by registrar users. Qualification checklist data shall be associated with each appointment record. "The site scheduling software must be configurable to assist in the enforcement of Department of Veterans Affairs HSPD-12 credential issuance business rules. (e.g. a user can only have one active appointment in the system) "Must have the capability to support pre-defined appointment conditions, and able to check user profile status before approval to a select an appointment type. (e.g. meet requirements prior to scheduling a fingerprint appointment) "Self-Scheduling, which allows individuals to schedule their own appointments and reservations online and when it's most convenient for them. Not only does this popular feature of the online scheduling software system keep a business open 24 hours a day, it also frees up a significant amount of staff time and resources that otherwise would have been spent answering calls, returning voice messages, and replying to e-mails. "Reduce no-show rate, especially with a basic check list feature, which results in PIV applicants being more knowledgeable of their card application process and status. This also saves CARD applicants and VA PIV CARD staff time, and frees up availability for more face-to-face appointments. "Online help resources can help applicants find CARD application related forms minimizing time spent at issuance facilities. "Sync to customer's calendars and send electronic notifications and reminders. "Must support the current PIV credential applicant processes and use cases. In future increments this application would be able to retrieve/import data from the current PIV system, validating applicant requirements prior to scheduling a credential issuance appointment. "Must be able to assist in the management of available resources, alerting service staff based on facility locations and credential type. "Must include reporting and tracking capability for VA to monitor key service metrics. "Must include maintenance options including patches, upgrades, and phone support. "Must include training for all PIV personnel and VA help desk personnel as deemed appropriate by VA. "Must include an outline of the process, procedures, and capabilities offered for consulting and customization services. Topic 1 - Site Scheduling 1.Describe functionality and basic components of the site scheduling solution, including but not limited to, the technologies used, document types verified, and services provided. 2.The Contractor shall provide a recommended architecture that ensures acceptable integration of the site scheduling software with the existing PIV processes. 3.The site scheduling software shall be compatible with existing PIV Registrar systems. 4.Provide an open standards based interface (compliant with VA security standards) to various systems to allow for necessary information exchanges. 5.Provide logging and audit of site scheduling activities. 6.Define the process by which the site scheduling solution will be accepted, used, operated, and maintained. a.Provide transition plans that address aspects of transition management (including training, operation, transition timing, staging of transition, contingency measures, etc.) which pertain to the actual acceptance, use, operations, and maintenance of the solution. b.Provide training materials (manuals, reference guides, operating instructions, support procedures, etc.) and methods (online, train-the-trainer, classroom, etc.) to facilitate a smooth transition to the new solution. 7.Provide Operations and Maintenance (O&M) support of the document verification solution. The solution should have the ability to: a.Provide 24/7 tier/level 2 and 3 Help Desk support through subject matter experts/vendors and problem diagnosis documentation for tier/level 1 help desk. Level 1 help will be performed by VA National Service Desks that are already in place; b.Provide Inventory and Asset Management records of the software that can be imported/exported into the corresponding VA inventory/ asset management system; c.Provide maintenance procedures and the recommended periodicity of maintenance procedures enterprise components and support audit of maintenance actions; d.Perform diagnostics and troubleshooting of solution; 8.Provide configuration management of the necessary software components necessary for each site or facility to achieve capability. RESPONSE We are requesting industry to provide a written Statement of Capability to this RFI that includes the following: (1) A Rough Order of Magnitude (ROM) cost estimate range for implementing an enterprise end-to-end solution for 1-year. This cost estimate should include a solution that satisfies the basic requirements and represent additional capability separately. This estimate should break out product and support costs separately. (2) Describe the capability, to include any capability tiers of an integrated solution. (4) Describe an approach for integrating the site scheduling capability into the PIV environment enabling the accomplishment of HSPD-12 objectives. (5) A general explanation of how the site scheduling software addresses the technical requirements. (6) Explain the commercial software licensing approach, if applicable, that minimizes license management costs and leverages COTS products availability under VA enterprise license vehicles. (7) A general explanation of applicable products and services that are on the GSA FIPS-201 Approved Products List (APL) and are in compliance with the current version of the Standard and its supporting Publications. (8) Identify any schedules, if any, that these products and services are currently on. (9) Identify a suggested appropriate NAICS code for this effort along with your business size status for that particular NAICS. The page limit for the response is thirteen (13) pages. The page limit for the technical response is ten (10) pages. Responses should also include a one (1) page company profile (to include, but not limited to, history, company size and socioeconomic category, applicable North American Industry Classification [NAICS], and primary line of business). Responses should also include two (2) pages of estimated cost ranges separating product from support costs. A cover page and table of contents will not count towards the page limit. Your response shall be submitted electronically to Brandon Caltabilota, Contract Specialist by email at Brandon.Caltabilota@va.gov. Response due date: no later than 5:00 p.m. Eastern Time on Friday, April 20, 2012. Contracting Office Address: Department of Veterans Affairs Office of Acquisition Operations Technology Acquisition Center 260 Industrial Way West Eatontown, NJ 07724 Place of Performance: United States Primary Point of Contact: Brandon Caltabilota Contract Specialist Email: brandon.caltabilota@va.gov Secondary Point of Contact: Charles Ross Contracting Officer Email: Charles.Ross@va.gov
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/aa3cb0b9b7a9b1887556cff6d87761ac)
 

Document(s)

Attachment
 

File Name: VA118-12-I-0282 VA118-12-I-0282.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=318583&FileName=VA118-12-I-0282-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=318583&FileName=VA118-12-I-0282-000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN02716546-W 20120408/120406235257-aa3cb0b9b7a9b1887556cff6d87761ac (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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