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FBO DAILY - FEDBIZOPPS ISSUE OF JANUARY 25, 2013 FBO #4080
DOCUMENT

R -- Workflow Management System Contract *LOOKING FOR GSA CONTRACT HOLDERS* - Attachment

Notice Date

1/23/2013
 

Notice Type

Attachment
 

NAICS

541611 — Administrative Management and General Management Consulting Services
 

Contracting Office

Department of Veterans Affairs;Health Administration Center;3773 Cherry Creek Drive North, Suite 450;Denver CO 80209
 

ZIP Code

80209
 

Solicitation Number

VA74113I0085
 

Response Due

1/31/2013
 

Archive Date

4/1/2013
 

Point of Contact

MAURICE WALKER
 

E-Mail Address

E.WALKER@VA.GOV<br
 

Small Business Set-Aside

N/A
 

Description

PERFORMANCE WORK STATEMENT (PWS) DEPARTMENT OF VETERAN AFFAIRS Veterans Health Administration Chief Business Office Systems Management (VHA CBO SM) Workflow Management Services Date: November 30, 2011 ? Department of Veterans Affairs Veterans Health Administration (VHA) Chief Business Office (CBO) Member Services Systems Management Workflow Management Services 1.BACKGROUND The Chief Business Office (CBO) is responsible for a broad range of business activities associated with health care benefit delivery. These activities occur both at the national and local medical facility level and are governed by statute and policy. The CBO is responsible for developing the business processes supporting the statute and policy governing VHA business programs. In addition, CBO is responsible for the timely and appropriate resolution of veteran inquiries and cases. The Contractor shall provide services to define, create, and maintain a workflow management system using the workflow engine BizFlow (http://www.handysoft.com/) to manage tasks within the Health Eligibility Center (HEC) Income Verification Division (IVD), Eligibility and Enrollment Division (EED), Business Services Division (BSD) and Chief Business Office Systems Management (CSM). Most of these workflow/work load management processes are currently managed using multiple databases, spreadsheets, and applications. The Contractor shall also provide BiZFlow training. 2.SCOPE OF WORK CBO Member Services will utilize the workflow engine as a tool to improve and streamline operations. The Contractor shall identify and analyze appropriate applications, databases, and services required to ensure the implementation fully incorporates components such as Identity Management Services, Content Management Systems, Documentation Services, and Web Services. IVD uses Microsoft Excel spreadsheets to manage their workload. The Contractor shall provide analysis and services to implement a workflow management process to assign, track, manage, close and report on all case types within IVD. The purpose is to efficiently collect work tracking information without requiring dual entry, to seamlessly interface with existing Enrollment Database (EBD aka IVM 2.9) infrastructure, and allow for flexibility in modifying existing workflow processes and setting up new workflow processes (such as Appeals management). Upon completion, the workflow processes shall enhance operational efficiencies and provide a reduction in operating costs. EED has two Microsoft Access databases to manage workload; the Workload Reporting and Productivity (WRAP) application manages Enrollment and Eligibility staff workload; and the Caregiver Tracking Application (CAT) manages Medical Center, Enrollment, Call Center (Health Resource Center), and the Health Administration Center staff who provide support to Caregivers. The Contractor shall provide analysis and services to implement a workflow management process to assign, track, manage, close and report on all case types within EED. The purpose is to efficiently collect work tracking information without requiring dual entry, to seamlessly interface with existing Enrollment System (ES aka ESR) infrastructure, and allow for flexibility in modifying existing workflow processes and setting up new workflow processes. Upon completion, the workflow processes shall enhance operational efficiencies and provide a reduction in operating costs. The BSD mailroom has been processing correspondence since 2005 using Opex scanners and imaging software to convert into an appropriate format for extraction, retrieval and indexing. These images are then converted to a readable format (optical character recognition, OCR) for further processing and distribution. The images are stored on disk and tapes, and also made available for viewing to the mailroom, EED, and IVD staff through their desktops. The Contractor shall provide analysis and services to implement a workflow management process to manage, assign, track, close and report on all correspondence cases within BSD. The purpose is to efficiently collect work tracking information without requiring dual entry, to seamlessly interface with existing imaging (Opex, http://www.opex.com/) and mailroom applications infrastructure, and allow for flexibility in modifying existing workflow processes and setting up new workflow processes. Upon completion, the workflow processes shall enhance operational efficiencies and provide a reduction in operating costs. CSM team members employ specialized knowledge; skills and experience that help reduce a project's level of risk and thereby increase its likelihood of success. The suite of CSM tools improves a project's probability of success by building on what has proven to be successful. Project management processes (e.g., risk management, requirements development, project planning, configuration management, and project monitoring and control) are tailored to fit the size and scope of the project and provide proven procedures that lead to a desired result. The phases included in the CSM project management approach include initiating, planning, executing, monitoring and controlling, and closing out the project by transferring the completed product to the stakeholders and end users. The definition, creation, and setup of workflow process to initiate project requests from various stakeholders (such as the CBO Business Engineering Services Team), track status, monitor projects and tasks to further increase the likelihood of project success and provide senior managers with the visibility into the status of a project. The business owners (in addition to the HEC IT staff) need to have the authority and capability to create, modify, or deactivate workflows and any reports associated with them. To ensure the appropriate staff is able to perform these functions, the contractor shall deliver workflow training to the HEC IT, CSM, and business owners responsible for maintaining the workflow rules and system. The Contractor shall provide services on the following areas: oTask Order Management and Administration (Task 1) oIncome Verification Division (IVD) Workflow Analysis and Implementation (Task 2) oEnrollment and Eligibility Division (EED) Workflow Analysis and Implementation (Task 3) oBusiness Services Division (BSD) Workflow Analysis and Implementation (Task 4) oChief Business Office Systems Management (CSM) Workflow Analysis and Implementation (Task 5) oWorkflow Engine Administration, Super User, and Business/End User Training (Task 6) 3.APPLICABLE DOCUMENTS Documents referenced or germane to this Performance Work Statement (PWS) are listed below. The Contractor shall be guided by the information contained in the documents in performance of this PWS. o44 U.S.C. § 3541, "Federal Information Security Management Act (FISMA) of 2002" oFIPS Pub 201, "Personal Identity Verification of Federal Employees and Contractors," March 2006 o10 U.S.C. § 2224, "Defense Information Assurance Program" oSoftware Engineering Institute, Software Acquisition Capability Maturity Modeling (SA CMM) Level 2 procedures and processes o5 U.S.C. § 552a, as amended, "The Privacy Act of 1974" o42 U.S.C. § 2000d "Title VI of the Civil Rights Act of 1964" oVA Directive 0710, "Personnel Suitability and Security Program," September 10, 2004 oVA Directive 6102, "Internet/Intranet Services," July 15, 2008 o36 C.F.R. Part 1194 "Electronic and Information Technology Accessibility Standards," July 1, 2003 oOffice of Management & Budget (OMB) Circular A-130, "Management of Federal Information Resources," November 28, 2000 oAn Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule, October 2008 oSections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998 oHomeland Security Presidential Directive (12) (HSPD-12) oVA Directive 6500, "Information Security Program," August 4, 2006 oVA Handbook 6500, "Information Security Program," September 18, 2007 oVA Handbook 6500.6, "Contract Security," March 12, 2010 oVA Handbook 6500.1, "Electronic Media Sanitization," November 3, 2008 oVA Handbook 6500.2, "Management of Security and Privacy Incidents," June 17, 2008. oVA Handbook 6500.3, "Certification and Accreditation of VA Information Systems," November 24, 2008. oVA Handbook, 6500.5, Incorporating Security and Privacy in System Development Lifecycle. oTechnical Reference Model (TRM) (reference at http://www.ea.oit.va.gov/Technology.asp) oNational Institute Standards and Technology (NIST) Special Publications oDepartment of Veterans Affairs (VA) Directive 0710, Personnel Suitability and Security Program, September 10, 2004 4.PERFORMANCE DETAILS 4.1.Performance Period The period of performance for the contract is one (1) twelve (12) month base periods with one (1) twelve (12) month optional period. Any work at the government site shall not take place on Federal holidays or weekends (but may require off-hour work due to network loading or other disruptions that could occur) unless directed by the Contracting Officer (CO). There are ten (10) Federal holidays set by law (USC Title 5 Section 6103). Under current definitions, the four (4) are set by date: HolidayDate New Year's DayJanuary 1 Independence DayJuly 4 Veterans DayNovember 11 Christmas DayDecember 25 If any of the above falls on a Saturday, then Friday shall be observed as a holiday. Similarly, if one (1) falls on a Sunday, then Monday shall be observed as a holiday. The other six (6) are set by a day of the week and month: HolidayDay Martin Luther King's BirthdayThird Monday in January Washington's BirthdayThird Monday in February Memorial DayLast Monday in May Labor DayFirst Monday in September Columbus DaySecond Monday in October ThanksgivingFourth Thursday in November 4.2.Performance Order Type, Place, and Hours of Service Performance Type of Order: Firm Fixed Price (FFP). Place of Performance: The Contractor shall provide all facilities required to support staff assigned to this task order including network connectivity, office space, furniture, and personnel support. Regardless of staff location, the Contractor shall provide contract staff with end user computing equipment including common desktop computing software and hardware to perform the required services and in conformance with the VA guidelines. The Government shall provide VA specific software such as VPN, Remedy, etc. The Contractor shall not transmit, store or otherwise maintain sensitive data or products in systems or media other than VA provided systems within the VA firewall and as permitted by VA and Federal policies. For the purposes of travel cost estimation, the contract place of performance is assumed to be located in Washington, D.C., except for the Training Staff and User Acceptance Testing Staff that are assumed to be located in Atlanta, GA (minimize travel). Hours of service: The contractor shall provide service during normal business hours from 8:00am to 4:30pm Eastern Time Zone Monday through Friday unless otherwise agreed between Contractor and Program Manager. "Business Day" is defined as Monday through Friday, excluding standard Federal Holidays and any other day specifically declared to be a national holiday. 4.3.Travel Travel to attend project related meetings and reviews will be required through the period of performance. Travel shall be conducted on a firm fixed price basis and requires concurrence by the VA Project Manager (VA PM) and COTR in advance. The Government estimates the total number of trips in support of this effort is 15 trips totaling 125 days of travel during the first twelve (12) month period. The option period is estimated to encompass 6 trips totaling 30 days of travel. Anticipated travel locations and quantities are as follows: LocationTrips (Base Year)Days (Base Year)Trips (Option Year1)Days (Option Year1)Trips (Total)Days (Total) Atlanta, GA1512563021155 Total1512563021155 Note: Although these are the anticipated travel locations, the decision on the destination is to be determined by the VA PM and approved by the COTR. The budgeting shall be based on anticipated number of days of travel (approximately 125 days for the first period of performance and 30 for the option year). 4.4.Minimum Contractor Software/Tools/Methodology Expertise The contractor shall have practical experience with BizFlow, Oracle Databases, Access Databases, Agile project management, and systems integration. This experience must be described in the proposal. 5.SPECIFIC TASKS AND DELIVERABLES The Contractor shall perform the tasks and associated deliverables described in this statement of work (SOW). The Contractor shall provide resources that have proven experience in Workflow Management Processes, Tools, and Applications. All written deliverables shall be phrased in layperson language. Statistical and other technical terminology and conclusions shall not be used without providing a glossary of terms, any applicable models, and a description of the methodology and underlying approach used. For every task, the Contractor shall identify in writing all necessary subtasks (if any) to an appropriate work package level, associated costs by task with related sub-milestone dates. The Contractor's subtask structure shall be reflected in the technical proposal. 5.1.TASK 1 -Task Order Management and Administration The Contractor shall provide a detailed Task Order management plan, work plan, project plan, briefing, and kick-off meeting for the Government that presents Contractor's plan for completing the Task Order. It shall include the Contractor's approach to technical and functional activities needed for program management of this SOW, including schedule of deliverables, productivity and management methods such as Quality Assurance, Configuration, Work Breakdown Structure, and Human Engineering and describe in further detail the processes to be used for each aspect of the task order as defined in the technical proposal. The project and work plans shall be kept up to date throughout the life cycle of the contract to ensure it represents all tasks and current timelines. The Contractor shall complete standard administrative tasks (e.g., background investigation forms, staff roster, mandatory training), and regular task updates including burn rates, progress, risks, issues, and opportunities. 5.1.1.Deliverable 1.1: Task Order Management Plan The Contractor's Task Order Management Plan shall be delivered within ten (10) business days from date of award and shall describe the technical approach, organizational resources, and management controls to be employed to meet the cost, performance, and schedule requirements throughout task order execution. It should include a detailed project plan and a work plan in Microsoft Project or the VA approved project management software as agreed by the VA PM. The Plan shall include the base period of performance and the plans for optional years. The Contractor shall perform regular updates to the project and work plans as needed during the performance period to ensure the work plan is kept up to date. Updates are required whenever additional activities are deemed necessary, when activities are identified as no longer needed, and/or when the planned completion date of any activity is changed or at a minimum on a monthly basis. These plans will be approved by the CSM Director or Deputy Director. 5.1.2.Deliverable 1.2: Kick-off Meeting. The Contractor shall coordinate with the COTR a kick-off meeting to review the Task Order Management Plan within fifteen (15) business days from date of award or as agreed upon between VA PM and Contractor. The meeting shall include a project advisory group comprised of key stakeholders and subject matter experts (SMEs) to be identified by the VA PM in order to ensure common understanding of requirements and to set expectations. At the kick-off meeting, the Contractor shall present the details of their intended approach, work plan, project plan, and project schedule, including deliverable dates, for review and approval by the advisory group. Work will not commence until the CSM Director or Deputy Director approves the approach and/or methodology, work plan, and schedule on behalf of the project advisory group. 5.1.3.Deliverable 1.3: Key Personnel Roster Contractor shall confirm and provide a roster of key personnel to the Contracting Officer within five (5) business days after award. It shall include a full and complete list of names, Social Security Numbers, and home addresses of personnel for the Background Investigation requirement. 5.1.4.Deliverable 1.4: Mandatory Training and Administrative Requirements Mandatory training (e.g., Privacy, Security) required as of the date of award of the order shall be completed and documented as appropriate within twenty (20) business days from date of award. If performance on this order crosses the anniversary date for recurring annual training requirements, such training must be completed within twenty (20) business days of the anniversary date. Training completed by individual staff within the same fiscal year under separate orders as otherwise required for this deliverable will be accepted so long as appropriate documentation is submitted. The Contractor shall submit electronically to the CBO COTR within twenty-five (25) business days of award - or in the case of staff added after performance begins, twenty-five (25) business days of their on-board date - a complete status of training for all staff. Contractor shall submit the signed Business Associate Agreement (BAA) to the Contracting Officer within five (5) business days from date of award. The Contracting Officer will countersign and provide Contractor with a completed copy. 5.1.5.Deliverable 1.5: Task Status Reporting The Contractor shall deliver weekly activity and cost management reports. The Contractor may propose formats for the reports, and receive agreement from the Project Manager(s). First report is due within ten (10) business days from contract award, and every Thursday thereafter for the term of the contract. 5.1.6.Deliverable 1.5: Testing The Contractor shall provide testing methodology, processes and procedures, establish test cases, create a regression test library, support acceptance testing, and perform regression testing after each build. The Contractor shall provide a customer acceptance test plan (UAT) that identifies what requirements-based criteria must be met and demonstrated before the customer will accept the system. The Contractor shall define the UAT success criteria in coordination with the VA, and will conduct this UAT with VA Identified Subject Matter Experts (SMEs) and stakeholders. The Contractor shall provide a UAT report. 5.2.Task 2 - Income Verification Division (IVD) Workflow Analysis and Implementation The contractor shall conduct an in-depth analysis of current Income Verification Division business requirements, processes, and tasks and make recommendations to improve performance and flexibility while reducing maintenance and overall operational costs. This analysis shall identify the workflow capabilities to be implemented. The implementation of workflow processes shall be flexible and end-user oriented in such a way that the business owners have the capability of running simulations to existing business tasks and processes with minimum system or business operations interruptions. The IVD manages workload/workflow for business processes such as: oManaging Income Verification Matching cases - creation, prioritization, assignment, tracking, viewing, and resolution of IVM cases. Case reprioritization and case load balancing are also performed. oCommunication with various agencies, lines of business, and systems to collect information required to complete IVM decisions. Some examples include, but are not limited to, the Internal Revenue Service (IRS) to collect earned/unearned income information, Social Security Administration (SSA) to validate Social Security Numbers (SSNs), Veteran Benefits Administration (VBA) to receive Cost of Living Adjustments (COLA) for beneficiaries receiving VA pensions, National Patient Care Database (NPCD) and Centralized Fee System to collect patient encounter information, and VA Medical Centers (VAMCs) to collect beneficiary travel information. oCommunications Management - managing correspondence tobeneficiaries, medical centers, and entities of interest regarding IVM processing outcomes; creation, maintenance, management, and approval of templates for letters, bulletins, emails and customized communications. oUpdates (manual or via trigger events) to applications such as the Enrollment System (ES), Enrollment Database (EDB/IVM 2.9), Veterans Health Information Systems and Technology Architecture (VistA), and Data Quality (DQ) database. 5.2.1.Deliverable 2.1: In-depth Analysis of IVD Workflow Processes The VA will provide, upon contract award, the existing IVD business artifacts (e.g., Use Cases) for the Contactor to use as an initial understanding of desired Workflow processes. The Contractor shall analyze and document (or update current documentation) IVD workflow/workload business processes. The Contractor shall make recommendations to these processes to improve performance and flexibility while reducing maintenance and overall costs. These documents shall include IVM workflow process diagrams, data and flow diagrams (of the current and desired state), and transition plans to successfully implement a centralized IVD workflow management process fully integrated with underlying systems. The deliverable shall include definition of appropriate work load and workflow reports suitable for IVD processes. 5.2.2.Deliverable 2.2: In-depth Analysis of Workflow Engine Integration with Enrollment Database The Contractor shall analyze how the workflow engine is to be integrated with EDB (aka IVM 2.9) and deliver a detailed report describing the recommendations and process necessary to achieve integration. This integration shall automate workflow processes, streamline communications with EDB, and transition the IVD business model from the current state to the desired state. 5.2.3.Deliverable 2.3: In-depth Analysis of Workflow Engine Integration with Identity Management Services The Contractor shall analyze how the workflow engine is to be integrated with Identity Management Services Master Veteran Index (IdMS MVI) and deliver a detailed report describing the recommendations and process necessary to achieve such integration. This integration shall enable the workflow engine to support workflow capabilities for IVD, EED, and BSD as appropriate (i.e., only one integration pattern/effort). NOTE: This work shall satisfy the integration requirements for all of the work encompassed in this Contract and therefore not included as a sub-deliverable in the other sections. 5.2.4.Deliverable 2.4: In-depth Analysis of Workflow Engine Integration with Other Systems of Interest or Lines of Business The Contractor, while performing the in-depth analysis, may identify other systems or lines of business that may need to be integrated with the workflow engine in order for the workflow processes to provide the best outcomes. The Contractor shall deliver a detailed report describing the recommendations and process necessary to achieve such integration. This integration shall enable the workflow engine to support workflow capabilities for IVD, EED, and BSD as appropriate (i.e., only one integration pattern/effort). NOTE: This work shall satisfy the integration requirements for all of the work encompassed in this Contract and therefore not included as a sub-deliverable in the other sections. 5.2.5.Deliverable 2.5: Implementation of IVD Workflow The Contractor shall utilize the analysis artifacts developed during the "In-depth Analysis" sessions to implement IVM workload management, case tracking, integration with EDB (and underlying systems), and integration with IdMS MVI. The Contractor shall configure and implement the Workflow engine to support the desired state of IVD Workflow yet have the flexibility to minimize disruption to daily operations, allow for easy transition to the workflow engine, enable appropriate reporting, and provide performance metrics/reporting to ensure the workflow success. The Contractor is responsible for coordinating, conducting, and completing the appropriate User Acceptance Testing in order to ensure the workflow implementation meets the business requirements and satisfies the business need. The Contractor shall work with the VA PM to define dependencies, implementation, rollout, training, and communication plans. 5.2.6.Deliverable 2.6: IVD Workflow Translation "Model" The Contractor shall deliver a Model (or other document as approved by the VA PM) that can serve as an artifact to translate the implementation of the each process within IVD and its significance to the business owner. 5.2.7.Deliverable 2.7: Maintain and ensure accuracy of business processes and tasks residing in the workflow environment. The Contractor shall establish a change management and quality assurance process to ensure updates to the business processes and tasks are reflected in the workflow environment and that these are accurately documented in appropriate business artifacts. This process should be transparent to the business owners and reflected in a timely manner. The change management and quality assurance process shall be defined for use across IVD, EED, BSD, and CSM. ? 5.3.Task 3 - Enrollment and Eligibility Division (EED) Workflow Analysis and Implementation The contractor shall conduct an in-depth analysis of current Enrollment and Eligibility Division business requirements, processes, and tasks and make recommendations to improve performance and flexibility while reducing maintenance and overall operational costs. This analysis shall identify the workflow capabilities to be implemented. The implementation of workflow processes shall be flexible and end-user oriented in such a way that the business owners have the capability of running simulations to existing business tasks and processes with minimum system or business operations interruptions. The EED manages workload/workflow for business processes such as: oManaging EED cases (WRAP) - creation, prioritization, assignment, tracking, viewing, and resolution of EED cases. Case reprioritization and case load balancing are also performed. oManaging Caregiver Application Tracking (CAT) cases - creation, prioritization, assignment, tracking, viewing, and resolution of CAT cases. Case reprioritization and case load balancing are also performed. oCommunication with various agencies, lines of business, and systems to collect information required to complete EED and CAT decisions. Some examples include, but are not limited to, the Social Security Administration (SSA) to validate Social Security Numbers (SSNs), Veteran Benefits Administration (VBA) to receive rated disabilities information, and VA Medical Centers (VAMCs) to collect beneficiary information. oCommunications Management - managing correspondence tobeneficiaries, medical centers, and entities of interest regarding EED processing outcomes; creation, maintenance, management, and approval of templates for letters, bulletins, emails and customized communications. oUpdates (manual or via trigger events) to applications such as the Enrollment System (ES), Enrollment Database (EDB/IVM 2.9), Veterans Health Information Systems and Technology Architecture (VistA), Caregiver Application Tracking (CAT), and Data Quality (DQ) database. 5.3.1.Deliverable 3.1: In-depth Analysis of EED and CAT Workflow Processes The VA will provide, upon contract award, the existing EED and CAT business artifacts (e.g., Use Cases) for the Contactor to use as an initial understanding of desired Workflow processes. The Contractor shall analyze and document (or update current documentation) EED workflow/workload business processes including CAT. The Contractor shall make recommendations to these processes to improve performance and flexibility while reducing maintenance and overall costs. These documents shall include EED workflow process diagrams, data and flow diagrams (of the current and desired state), and transition plans to successfully implement a centralized EED workflow management process fully integrated with underlying systems. The deliverable shall include definition of appropriate work load and workflow reports suitable for EED processes. 5.3.2.Deliverable 3.2: In-depth Analysis of Workflow Engine Integration with Enrollment System The Contractor shall analyze how the workflow engine is to be integrated with ES (aka ESR) and deliver a detailed report describing the recommendations and process necessary to achieve integration. This integration shall automate workflow processes, streamline communications with ES, and transition the EED business model from the current state to the desired state. ? 5.3.3.Deliverable 3.3: In-depth Analysis for Workflow Engine to Replace the Caregivers Application Tracking (CAT) Tool The Contractor shall analyze how the existing CAT Tool can be replaced by the workflow engine, integrated with the VistA Registration/Eligibility/Enrollment System, ES (HEC) and Purchased Care (HAC). The contractor shall deliver a detailed report describing the recommendations and process necessary to achieve the transition and integration. This integration shall automate workflow processes, streamline communications with underlying systems, and transition the EED business model from the current state to the desired state. 5.3.4.Deliverable 3.4: Implementation of EED and CAT Workflow The Contractor shall utilize the analysis artifacts developed during the "In-depth Analysis" sessions to implement EED and CAT workload management, case tracking, integration with ES (and underlying systems), and integration with IdMS MVI. The Contractor shall configure and implement the Workflow engine to support the desired state of EED and CAT Workflow yet have the flexibility to minimize disruption to daily operations, allow for easy transition to the workflow engine, enable appropriate reporting, and provide performance metrics/reporting to ensure the workflow success. The Contractor is responsible for coordinating, conducting, and completing the appropriate User Acceptance Testing in order to ensure the workflow implementation meets the business requirements and satisfies the business need. The Contractor shall work with the VA PM to define dependencies, implementation, rollout, training, and communication plans. 5.3.5.Deliverable 3.5: EED and CAT Translation "Model" The Contractor shall deliver a Model (or other document as approved by the VA PM) that can serve as an artifact to translate the implementation of the each process within EED and its significance to the business owner. 5.4.Task 4 - Business Services Division (BSD) Workflow Analysis and Implementation The contractor shall conduct an in-depth analysis of current Business Services Division business requirements, processes, and tasks and make recommendations to improve performance and flexibility while reducing maintenance and overall operational costs. This analysis shall identify the workflow capabilities to be implemented. The implementation of workflow processes shall be flexible and end-user oriented in such a way that the business owners have the capability of running simulations to existing business tasks and processes with minimum system or business operations interruptions. The BSD manages workload/workflow for business processes such as: oManaging Mailroom Correspondence - creation, prioritization, assignment, tracking, imaging, distribution, viewing, and resolution of Correspondence requests. oBudget, Purchasing, and Contracting - creation, prioritization, assignment, tracking, viewing, and resolution of budget, purchase orders, and contracting requests. oCommunication with various companies and lines of business to collect information required to complete Correspondence and overall BSD requests. Some examples include, but are not limited to, the United Parcel Service (UPS) to send/receive packages, VA offices to deliver/pick-up correspondence, document shredding companies, contracting activities. oCommunications Management - managing correspondence; creation, maintenance, management, and approval of budgets, contracts, and purchase orders. ? 5.4.1.Deliverable 4.1: In-depth Analysis of BSD Workflow Processes The Contractor shall analyze and document BSD workflow/workload business processes. The Contractor shall make recommendations to these processes to improve performance and flexibility while reducing maintenance and overall costs. These documents shall include BSD workflow process diagrams, data and flow diagrams (of the current and desired state), and transition plans to successfully implement a centralized BSD workflow management process fully integrated with underlying systems. The deliverable shall include definition of appropriate work load and workflow reports suitable for BSD processes. 5.4.2.Deliverable 4.2: In-depth Analysis of Workflow Engine Integration with Opex Software The Contractor shall analyze how the workflow engine is to be integrated with Opex and deliver a detailed report describing the recommendations and process necessary to achieve integration. The solution shall enable capturing images, assigning cases to agents, attaching document images to appropriate cases, automate workflow processes, streamline communications, and transition the BSD business model from the current state to the desired state. 5.4.3.Deliverable 4.3: Implementation of BSD Workflow The Contractor shall utilize the analysis artifacts developed during the "In-depth Analysis" sessions to implement BSD workload management, case tracking, integration with Opex (and underlying systems). The Contractor shall configure and implement the Workflow engine to support the desired state of BSD Workflow yet have the flexibility to minimize disruption to daily operations, allow for easy transition to the workflow engine, enable appropriate reporting, and provide performance metrics/reporting to ensure the workflow success. The Contractor is responsible for coordinating, conducting, and completing the appropriate User Acceptance Testing in order to ensure the workflow implementation meets the business requirements and satisfies the business need. The Contractor shall work with the VA PM to define dependencies, implementation, rollout, training, and communication plans. 5.4.4.Deliverable 4.4: BSD Workflow Translation "Model" The Contractor shall deliver a Model (or other document as approved by the VA PM) that can serve as an artifact to translate the implementation of the each process within BSD and its significance to the business owner. 5.5.Task 5 - Chief Business Office Systems Management (CSM) Workflow Analysis and Implementation The contractor shall conduct an in-depth analysis of current Chief Business Office Systems Management (CSM) business requirements, processes, and tasks and make recommendations to improve performance and flexibility while reducing maintenance and overall operational costs. This analysis shall identify the workflow capabilities to be implemented. The implementation of workflow processes shall be flexible and end-user oriented in such a way that the business owners have the capability of running simulations to existing business tasks and processes with minimum system or business operations interruptions. The CSM manages workload/workflow for business processes such as: oProject Management - Requests for project initiation, planning, execution, monitoring, controlling, and closing out. This includes staff allocation, prioritization, budget management, risk and configuration management, reporting, and the tools associated with these activities (e.g., Rational Tool Suite, Microsoft Sharepoint). ? 5.5.1.Deliverable 5.1: In-depth Analysis of CSM Workflow Processes The VA will provide, upon contract award, the existing CSM business artifacts (e.g., CSM Project Management and Business Processes Guide) for the Contactor to use as an initial understanding of desired Workflow processes. The Contractor shall analyze and document CSM workflow/workload business processes. The Contractor shall make recommendations to these processes to improve performance and flexibility while reducing maintenance and overall costs. These documents shall include CSM workflow process diagrams, data and flow diagrams (of the current and desired state), and transition plans to successfully implement a centralized CSM workflow management process fully integrated with underlying systems. The deliverable shall include definition of appropriate work load and workflow reports suitable for CSM processes. 5.5.2.Deliverable 5.2: In-depth Analysis of Workflow Engine Integration with Software Tools The Contractor shall analyze how the workflow engine is to be integrated with software tools such as IBM Rational Tool Suite (http://www-01.ibm.com/software/rational/) and Microsoft Sharepoint (http://sharepoint.microsoft.com/en-us/Pages/default.aspx) and deliver a detailed report describing the recommendations and process necessary to achieve integration. This integration shall automate workflow processes, streamline communications, and transition the CSM business model from the current state to the desired state. 5.5.3.Deliverable 5.3: Implementation of CSM Workflow The Contractor shall utilize the analysis artifacts developed during the "In-depth Analysis" sessions to implement CSM workload management and integration with underlying systems. The Contractor shall configure and implement the Workflow engine to support the desired state of CSM Workflow yet have the flexibility to minimize disruption to daily operations, allow for easy transition to the workflow engine, enable appropriate reporting, and provide performance metrics/reporting to ensure the workflow success. The Contractor is responsible for coordinating, conducting, and completing the appropriate User Acceptance Testing in order to ensure the workflow implementation meets the business requirements and satisfies the business need. The Contractor shall work with the VA PM to define dependencies, implementation, rollout, training, and communication plans. 5.5.4.Deliverable 5.4: CSM Workflow Translation "Model" The Contractor shall deliver a Model (or other document as approved by the VA PM) that can serve as an artifact to translate the implementation of the each process within CSM and its significance to the business owner. 5.6.Task 6 -Workflow Engine Administrator, Super User, and End User Training The Contractor shall develop training materials for use of BizFlow and conduct training to administrators, super users, and end users. The training materials shall include: authoring rules; testing rules (unit, regression, functional and impact testing); promoting/releasing rules; support of the environment and its components; and system administration, monitoring, and troubleshooting. Additionally, contractor will provide up to four separate periods of on-site desk-side coaching. ? Type of trainingLevel#Days for trainingLocation System Administration StaffBeginner5Atlanta, GA System Administration StaffIntermediate5Atlanta, GA System Administration StaffAdvanced5Atlanta, GA Super UserBeginner5Atlanta, GA Super UserIntermediate5Atlanta, GA Super UserAdvanced5Atlanta, GA Business/End UserBeginner5Atlanta, GA Business/End UserIntermediate5Atlanta, GA Business/End UserAdvanced5Atlanta, GA On-Site Desk-Side Coaching (Session 1)TBD5Atlanta, GA On-Site Desk-Side Coaching (Session 2)TBD5Atlanta, GA On-Site Desk-Side Coaching (Session 3)TBD5Atlanta, GA On-Site Desk-Side Coaching (Session 4)TBD5Atlanta, GA 5.6.1.Deliverable 6.1: Develop Training Materials The Contractor shall develop and deliver training materials in order for staff to learn how to a) use of the Workflow Solution, a) author business processes and tasks rules, c) testing and promoting/releasing workflows; and d) product administration tailored to the support staff responsible for granting access and managing the environment and its components. These materials shall be geared to the training to be provided and to the appropriate level (beginner, intermediate, and advanced). 5.6.2.Deliverable 6.2: Provide Training to System Administration Staff The Contractor shall perform administrative training sessions to the Health Eligibility Center Information Technology (HEC IT) staff responsible for granting access, managing, supporting, monitoring, and maintaining the environment and its components. The training shall clearly indicate system dependencies and interactions, performance tuning, troubleshooting techniques, security, and methods by which updates can be pushed to users. The Contractor shall anticipate training approximately 20 HEC IT staff. The Contractor shall plan three levels for training, one at the beginner's level, one at the intermediate level, and one advanced course. The schedule for this training is to be determined in coordination with the HEC Chief Information Officer. All System Administration training shall be completed within the base period of performance. 5.6.3.Deliverable 6.3: Provide Training to Super Users The Contractor shall perform super users training sessions to the IVD, EED, BSD, and CSM staff who would be using the Workflow solution to approve and promote workflows, modify parameters and workflow setup, create and maintain reports, monitor workflow usage and work load assignments, use workflow analysis tools to monitor performance, and request/approve/deny/terminate access requests for staff. The training shall be tailored to each business group and must cover how to use the workflow solution, authoring business processes and tasks, testing and promoting/releasing workflow in accordance to the configuration management process, and managing users, application parameters, and report setup. The training shall clearly indicate menu options, short cuts, reminders/alerts, reporting capabilities, and intermediate level troubleshooting actions. The Contractor shall anticipate training approximately 5 IVD Staff, 5 EED staff, 3 BSD Staff, and 25 CSM Staff. The Contractor shall plan three levels for training, one at the beginner's level, one at the intermediate level, and one advanced course. The schedule for this training is to be determined in coordination the Director for each user group (IVD, EED, BSD, and CSM). All Business/End User training shall be completed within the base period of performance. 5.6.4.Deliverable 6.4: Provide Training to Business/End Users The Contractor shall perform end user training sessions to the IVD, EED, and BSD staff who would be using the Workflow solution on a day-to-day basis. The training shall be tailored to each business group and must cover how to use the workflow solution, authoring business processes and tasks, testing and requesting approval for promoting/releasing workflow in accordance to the configuration management process. The training shall clearly indicate menu options, short cuts, reminders/alerts, reporting capabilities, and basic troubleshooting actions. The Contractor shall anticipate training approximately 60 IVD Staff, 80 EED staff, and 20 BSD Staff. The Contractor shall plan three levels for training, one at the beginner's level, one at the intermediate level, and one advanced course. The schedule for this training is to be determined in coordination the Director for each user group (IVD, EED, and BSD). All Business/End User training shall be completed within the base period of performance. 5.6.5.Deliverable 6.5: Provide on-site desk-side coaching (Session 1) The contractor shall provide on-site desk-side coaching to business users and administrative support. The training requirements for these sessions should be defined by the VA PM and the contractor. The purpose of this on-site training is to address any questions regarding the product functionality and features, and implementation of best practices. 5.6.6.Deliverable 6.6: Provide on-site desk-side coaching (Session 2) The contractor shall provide on-site desk-side coaching to business users and administrative support. The training requirements for these sessions should be defined by the VA PM and the contractor. The purpose of this on-site training is to address any questions regarding the product functionality and features, and implementation of best practices. 5.6.7.Deliverable 6.7: Provide on-site desk-side coaching (Session 3) The contractor shall provide on-site desk-side coaching to business users and administrative support. The training requirements for these sessions should be defined by the VA PM and the contractor. The purpose of this on-site training is to address any questions regarding the product functionality and features, and implementation of best practices. 5.6.8.Deliverable 6.8: Provide on-site desk-side coaching (Session 4) The contractor shall provide on-site desk-side coaching to business users and administrative support. The training requirements for these sessions should be defined by the VA PM and the contractor. The purpose of this on-site training is to address any questions regarding the product functionality and features, and implementation of best practices.
 

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File Name: VA741-13-I-0085 VA741-13-I-0085_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=593156&FileName=VA741-13-I-0085-000.docx)

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Record

SN02970280-W 20130125/130123234027-9957d7626d3f3003234e9c283ab03447 (fbodaily.com)
 

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