SOURCES SOUGHT
D -- TRM + Software Subscription, License, Maintenance & Support
- Notice Date
- 5/19/2023 8:28:55 AM
- Notice Type
- Sources Sought
- NAICS
- 513210
—
- Contracting Office
- 260-NETWORK CONTRACT OFFICE 20 (36C260) VANCOUVER WA 98662 USA
- ZIP Code
- 98662
- Solicitation Number
- 36C26023Q0622
- Response Due
- 5/29/2023 12:00:00 PM
- Archive Date
- 06/28/2023
- Point of Contact
- Ross Byrne, Contracting Officer, Phone: 253-888-4906
- E-Mail Address
-
ross.byrne@va.gov
(ross.byrne@va.gov)
- Awardee
- null
- Description
- SOURCES SOUGHT NOTICE This is a Sources Sought NOTICE (SSN) ONLY. The U.S. Government is conducting market research only to determine the availability of qualified sources capable of providing Telecare Record Manager (TRM) plus software subscriptions, license, maintenance, and support. Potential Contractors are invited to provide a response via e-mail to Contract Specialist at ross.byrne@va.gov by May 29, 2023 12:00 pm (PT). Responses will be used to determine the appropriate strategy for a potential acquisition. Please clearly identify any information your company considers sensitive or proprietary. This notice is issued solely for information and planning purposes - it does not constitute a Request for Quotation (RFQ), or a promise to issue an RFQ in the future. This notice does not commit the U.S. Government to contract for any supply or service. Further, the U.S. Government is not seeking quotes, or proposals at this time and will not accept unsolicited quotes in response to this sources sought synopsis. The U.S. Government will not pay for any information or administrative costs incurred in response to this notice. Submittals will not be returned to the responder. Not responding to this notice does not preclude participation in any future RFQ, if any is issued. BACKGROUND: The Veterans Health Administration, VISN 20 Call Center, Vancouver Washington has a requirement for a Contractor to provide Telecare Record Manager (TRM) plus software subscriptions, license, maintenance, and support. Please draft Statement of Work below for actual requirements. NAICS: 513210, Software Publishers Interested potential Contractors please provide the following. 1) Company Name, address, point of contact, phone number, email address, and DUNS Please indicate business size: Small Disadvantage Business (SDB)____ 8(a)____ Historically Underutilized Business Zone (HUBZone)____ Service-Disabled Veteran-Owned Small Business (SDVOSB)____ Veteran-Owned Small Business (VOSB)_____ Economically Disadvantaged Women-Owned Small Business (EDWOSB)_____ Women-Owned Small Business concerns (WOSB)_____ Small Business_____ Large Business_____ Please state if you possess a Federal Supply Schedule (FSS)______. Please state if your FSS Schedule is under Group 66 III Cat 605-2A________ 2) Please submit a brief capability statement (maximum two pages) with enough information to demonstrate to the Veterans Affairs that you have the authorization and capability to provide as required Telecare Record Manager (TRM) plus software subscriptions, license, maintenance, and support as required in the attached Draft Statement of Work below. **Draft Statement of Work** B.3 STATEMENT OF WORK 1. Contract Title. VISN 20 Telecare Record Manager (TRM) plus software subscriptions, license, maintenance, and support. The contract period of performance will be 10/01/2023 through 09/30/24 plus four (4) one-year option periods. 2. Background. The Veterans Integrated Service Network (VISN) 20 utilizes TRM software utilized for a telephone liaison care management solution that provides easy and efficient access to telephone treatment protocols via seamless integration with VISTA while providing reference health information, as well as the ability to acquire VISTA data and call logs of progress notes for facilities. The Department of Veteran Affairs continues to focus efforts on a call center solution in support of the Patient Aligned Care Teams (PACT) model of care. The work aims to promote timely, patient-centered service in an efficient and effective manner to resolve Veterans inquiries during their first call. Veterans Health Administration (VHA) has instituted a requirement that each medical center be supported by a dedicated contact center as part of the VISN-Veterans Administration Medical Center (VAMC) Contact Center Expansion (VCCE) objectives and expectations. A contact center is defined as a capability comprised of two or more dedicated staff responsible for only answering Veteran or customer inquiries over the telephone. Establishment or expansion of contact centers is part of the Under Secretary for Health s MyVA Access Initiative as well as part of the MyVA Access Work Stream. VISN 20 has chosen to leverage the economies of scale associated with using a network-level, virtual contact center model to support its eight medical centers. 3. Scope. VISN 20 Call Center utilizes approximately 358 staff to ensure that over 1.9 million daytime primary care scheduling and pharmacy calls received annually for all eight medical centers and their community-based outpatient clinics (CBOCs) are answered within VHA and URAC standards. WHEN (weekend, evening, holiday and night) services are delivered via VISN 20 Call Center. Key to achieving telephone responsiveness measures and maintaining VISN 20 Tele-Nurse Program includes state of the art telephone liaison care management software. Must offer software that integrates with VISTA to provide direct access to patient information and enable the automatic creation of Text Integration Utilities (TIU) notes in Computerized Patient Record System (CPRS). Software solution must support call history, management, and workload reporting. 4. Specific Tasks. Contractor shall provide the following support services as required: Work directly with the Office of Information and Technology (OI&T) staff to address their issues with licensed products. Upon VHA end users logging a ticket with the OI&T staff, support services will work with the VHA end-users to address their issues with licensed products. Respond to issues reported to support services with initial response less than 8-business hours and follow-up response less than 44-business hours dependent upon priority. Help OI&T staff configure, as necessary, licensed products to meet the VHA s and/or end-users needs within the scope of the licensed product. Advise OI&T staff as a Subject Matter Expert (SME) as it relates to licensed products and their standard configuration in internal meetings, new installations of licensed products and end-user activities. Advise the OI&T staff on issues involving licensed product s infrastructure requirements including hardware, bandwidth, and best practices. Keep VISN/VAMC and/or end-users aware of issues that may impact their usage of licensed products through self-service portal. Upon request make available to the OI&T staff live reports including: Summary of tickets opened for licensed products for the last 30 days. Summary of incidents, service requests and problems currently open and those closed in the past seven days for licensed products. Summary of known errors impacting the site along with their status and expected release date and workaround. Assist the OI&T the OI&T staff with keeping licensed products up to date including assisting with updates over the telephone or VA Lync if requested and scheduled at least two-weeks in advance. 5. Performance Monitoring (if applicable). 5.1 Call Center Performance Requirements Contact center solutions are required to provide dedicated, equipped and staff contact center support for: (1) primary care scheduling; (2) pharmacy services; (3) daytime nurse triage; and (4) telephone operator in accordance with VHA and Utilization Review Accreditation Commission (URAC). ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY Required Services (Tasks) Performance Standards Acceptable Quality Levels Methods of Surveillance Primary Care Scheduling 100% to meet patient needs 100% File reviews, periodic inspections, rand observations and customer complaints Pharmacy Services 100% to meet patient needs 100% File reviews, periodic inspections, rand observations and customer complaints Daytime Nurse Triage 100% to meet and understand patient needs and any further inpatient scheduling with primary care or emergency room 99% Call/chat logs, recordings, periodic inspections, and mail surveys Telephone Operator 100% of all calls answered within 30 seconds. 99% Call/chat logs, recordings, periodic inspections, and mail surveys 6. Security Requirements. Contractor shall adhere to all VA Privacy & Security, the Privacy Act and Health Insurance Portability and Accountability Act (HIPAA) requirements when obtaining and reviewing diagnostic information. This includes all log files, error traps, screen capture images and database query results used to aid support in their troubleshooting activities. 7. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI). Not Applicable 8. Other Pertinent Information or Special Considerations. The Government Contracting Officer Representative (COR) will be responsible for certifying that the work done under the contract is performed to time and standard. The COR will be determined at time of contract award. 9. Government Invoicing Instructions: Invoicing shall be in accordance with the requirements of The Department of Veterans Affairs (VA) Financial Services Center (VAFSC). The latest information shall be used for invoicing and payments and may change during the Period of Performance of this acquisition. Invoice requirements are currently as follows: Invoice Number, Invoice Date, Purchase Order Number, Unit Price, Quantity and Unit of Measure, Total Invoice Price, Ship-To Location Name and/or code, Receipt of Goods/ Services, Invoice Payment Terms. Current Invoicing information is located at http://www.fsc.va.gov/einvoice.asp. It states: FSC Mandatory Electronic Invoice Submission: The Department of Veterans Affairs published a final rule in the Federal Register on November 27, 2012 to require contractors to submit payment requests in electronic form in order to enhance customer service, departmental productivity, and adoption of innovative information technology, including the appropriate use of commercial best practices. The rule is effective December 27, 2012. Vendor Electronic Invoice Submission Methods Facsimile, e-mail, and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted electronic data transmission methods below: VA s Electronic Invoice Presentment and Payment System The FSC uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website: http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge. System that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by the American National Standards Institute (ANSI). The X12 EDI Web site (http://www.x12.org). The Department of Veterans Affairs Tungsten Number is: AAA544240062 Vendor e-Invoice Set-Up Information: Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have question about the e-invoicing program or Tungsten, please contact the FSC at the phone number or email address listed below: Tungsten e-Invoice Setup Information: 1-877-489-6135 Tungsten e-Invoice email: VA.Registration@Tungsten-Network.com FSC e-Invoice Contact Information: 1-877-353-9791 FSC e-invoice email: vafsccshd@va.gov
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/dfaeb39c7f924750b7bcdd77aa85f089/view)
- Place of Performance
- Address: Department of Veterans Affairs VISN 20 - Call Center 1601 E. Fourth Plain Blvd, Vancouver, WA 98661, USA
- Zip Code: 98661
- Country: USA
- Zip Code: 98661
- Record
- SN06689218-F 20230521/230519230114 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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