Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF APRIL 27, 2018 FBO #5999
DOCUMENT

R -- Online Scheduling Tool SW - Attachment

Notice Date

4/25/2018
 

Notice Type

Attachment
 

NAICS

541512 — Computer Systems Design Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

36C10B18Q2851
 

Response Due

4/25/2018
 

Archive Date

8/2/2018
 

Point of Contact

Den-el Opuszynski, Contract Specialist
 

Small Business Set-Aside

N/A
 

Description

PIV Online Scheduling Tool Help Desk Support TAC Number: TAC-FY-18-48540 Page 12 of 12 T4NG Performance Work Statement Template_APR_28_2017 T4NG Performance Work Statement Template_APR_28_2017 TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY NEXT GENERATION (T4NG) PERFORMANCE WORK STATEMENT (PWS) DEPARTMENT OF VETERANS AFFAIRS Office of Information & Technology Solution Delivery Core Infrastructure Services Personnel Identity Verification (PIV) Online Scheduling Tool Help Desk Support Date: March 12, 2018 TAC-18-48540 Task Order PWS Version Number: 1.4 DRAFT Contents 1.0 BACKGROUND 3 2.0 APPLICABLE DOCUMENTS 3 3.0 SCOPE OF WORK 3 3.1 APPLICABILITY 4 3.2 ORDER TYPE 4 4.0 PERFORMANCE DETAILS 4 4.1 PERFORMANCE PERIOD 4 4.2 PLACE OF PERFORMANCE 4 4.3 TRAVEL OR SPECIAL REQUIREMENTS 4 4.4 CONTRACT MANAGEMENT 4 4.5 GOVERNMENT FURNISHED PROPERTY 4 4.6 SECURITY AND PRIVACY 4 4.6.1 POSITION/TASK RISK DESIGNATION LEVEL(S) 4 5.0 SPECIFIC TASKS AND DELIVERABLES 5 5.1 PROJECT MANAGEMENT 5 5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN 5 5.1.2 REPORTING REQUIREMENTS 5 5.1.3 TECHNICAL KICKOFF MEETING 5 5.1.4 MONTHLY PROGRESS MEETING 6 5.2 HELP DESK SUPPORT 6 5.2.1 TIER 1 SUPPORT 7 5.2.2 TIER 2 SERVICES 8 5.3 OPTION PERIOD ONE 8 5.4 OPTION PERIOD TWO 8 5.5 OPTION PERIOD THREE 8 6.0 GENERAL REQUIREMENTS 8 6.1 PERFORMANCE METRICS 8 6.2 SECTION 508 ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS 9 6.2.1 EQUIVALENT FACILITATION 10 6.2.2 COMPATIBILITY WITH ASSISTIVE TECHNOLOGY 10 6.2.3 ACCEPTANCE AND ACCEPTANCE TESTING 11 6.3 SHIPMENT OF HARDWARE OR EQUIPMENT 11 BACKGROUND The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), IT Operations & Services (ITOPS), Service Delivery (SD), is to provide benefits and services to Veterans of the United States.   In meeting these goals, OI&T 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 all the points of the Veterans health care in an effective, timely and compassionate manner.   VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals. VA Personnel Identity Verification (PIV) Online Scheduling Tool capability was implanted and under operation in PIV environment since 2015. VA has approximately 210 brick and mortar facilities and 80 mobile units performing credential issuance activities, referred to here as PIV Sites. The VA PIV credential issuance process would benefit from online scheduling software allowing the VA and staff to operate more efficiently and effectively, ultimately helping to reduce overall costs associated with the PIV credential issuance lifecycle. This tool provides appointment scheduling of specific time-slots, allow customer self-scheduling, generate confirmation and notification emails, and offer management, analysis, and reporting functionality. This capability assists in minimizing the number of customer visits to VA PIV Sites to obtain PIV, non-PIV, and Flash Pass badges. VA employed an online scheduling solution that is robust and user-friendly. It is a centralized web-based appointment scheduling solution enabling credential issuance operations and credential lifecycle sustainment. APPLICABLE DOCUMENTS The Contractor shall comply with the following documents, in addition to the documents in Paragraph 2.0 in the T4NG Basic Performance Work Statement (PWS), in the performance of this effort. Appendix A: PIV Scheduling System Design Document Appendix B: PIV Scheduling Solution Site Administrator and Operations Manual Appendix C: PIV Scheduling Tool Quick Reference Guide for Issuers and Registrars Appendix D: PIV Scheduling Solution Sites List. SCOPE OF WORK The Contractor shall provide the Help Desk Support, and Maintenance support to PIV Scheduling solution currently implemented at VA s 210 fixed PIV credentialing sites and 80 mobile credentialing Facilities. APPLICABILITY This TO effort PWS is within the scope of paragraph(s) 4.2.4 Enterprise Applications/ Services, 4.9.8 Service/Help Desk/Call Center, 4.9.9 License Maintenance, and 4.10 Training of the Basic T4 PWS. ORDER TYPE The effort shall be proposed on a Firm Fixed Price (FFP) basis. PERFORMANCE DETAILS PERFORMANCE PERIOD The period of performance for Base Year shall be 12 months from August 1, 2018; with three (3) 12-month option periods to be exercised at the Government's discretion. PLACE OF PERFORMANCE Efforts under this TO shall be performed at Contractor facilities. The Contractor shall identify the Contractor s place of performance in their Task Execution Plan submission. TRAVEL OR SPECIAL REQUIREMENTS The Government does not anticipate travel under this effort to perform the tasks associated with the effort. CONTRACT MANAGEMENT All requirements of Sections 7.0 and 8.0 of the T4NG Basic PWS apply to this effort. This TO shall be addressed in the Contractor s Progress, Status and Management Report as set forth in the T4NG Basic contract. GOVERNMENT FURNISHED PROPERTY Government Furnished Information (GFI) consists of a list of the VA PIV facility administrators, contact information, and location, VA logo, and VA PIV customizable introductory text. There will be no Government Furnished Equipment (GFE). SECURITY AND PRIVACY All requirements in Section 6.0 of the T4NG Basic PWS apply to this effort. POSITION/TASK RISK DESIGNATION LEVEL(S) Position Sensitivity and Background Investigation Requirements by Task Task Number Tier1 / Low Risk Tier 2 / Moderate Risk Tier 4 / High Risk 5.1 5.2 5.3 5.4 5.5 The Tasks identified above and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal. SPECIFIC TASKS AND DELIVERABLES The Contractor shall perform the following: PROJECT MANAGEMENT CONTRACTOR PROJECT MANAGEMENT PLAN The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor s approach, timeline and tools to be used in execution of this TO effort.  The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support.    The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the TO. The Contractor shall update and maintain the VA Program Manager (PM) approved CPMP throughout the PoP. Deliverable: Contractor Project Management Plan REPORTING REQUIREMENTS TECHNICAL KICKOFF MEETING The Contractor shall hold a technical kickoff meeting within 10 days after TO award. The Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five (5) calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three (3) calendar days after the meeting). The Contractor shall invite the Contracting Officer (CO), Contract Specialist (CS), COR, and the VA PM. MONTHLY PROGRESS MEETING The Contractor shall participate in Monthly Progress Meetings, and shall cover the status of all work completed during the current month, as well as work planned for the remainder of the monthly reporting period. The meeting shall also cover any identified problems that arose during the month, and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue and document this in a Current Issue Log. The Contractor shall monitor performance against the CPMP and report any deviations. The Contractor shall also provide status updates on deliverables due to the Government to ensure resolution of problems that may arise. It is expected that the Contractor will keep in communication with VA to allow for escalation of outstanding issues. The Contractor shall also provide Meeting Minutes to the Government within 48 hours after the meeting occurs. HELP DESK SUPPORT The Contractor shall provide Tier 2 Help Desk Support for the PIV Online Scheduling Tool, as detailed in the process outlined below. The VA s Online Scheduling Tool was developed and fielded at 210 PIV Sites in 2015. Currently the Online Scheduling Tool software is active and in use approximately at 150 VA PIV sites. The Tier 1 support shall be provided by VA through the VA PIV Tier 1 Help Desk Support staff and Tier 2 Help Desk Support shall be provided by the Contractor, PIV Scheduling Tool Support Contractor, for PIV online Scheduling tool. As per historical data collected over the last 12 months, there were approximately 2080 tier two tickets closed for the year. The expected total number of PIV Tier two tickets is estimated to remain approximately the same per year over this PWS PoP. The VA anticipates the following PIV Online Scheduling Tool Help Desk Support process: 1. VA Site contacts the VA PIV Help Desk Tier 1 support team by calling at 800-877-4328 or by sending an e-mail at PIVHelpRequests@va.gov 2. The VA PIV Help Desk Tier 1 support team gathers information and determines if they can assist to resolve the issue at Tier 1 level. 3. If VA PIV Help Desk Tier 1 support team cannot resolve the issue, then the ticket is documented and assigned to the PIV Scheduling Tool Support Contractor at Tier 2 level by e-mail. 4. PIV Scheduling Tool Support Contractor receives a tier 2 ticket via e-mail and it assigns to their dedicated Contractor Tier 2 Help Desk Team. 5. Contractor Tier 2 Help Desk Team addresses the VA Site request. The PIV Site is contacted by email or phone, and once the issue is resolved, then the contractor updates the ticket by entering comments/notes, and then updates the status of the ticket to Closed. The Contractor shall provide Help Desk support for the VA PIV Scheduling tool s Operations and Maintenance to VA s PIV Help Desk Support staff five (5) days (Monday Friday) per week and eleven (11) hours (8 A.M. to 7 P.M. Eastern Standard Time) per day. The Help Desk Support shall offer a tiered approach to efficiently resolve escalation and complexity of customer s issues. The Contractor shall provide a PIV Scheduling Master Help Desk Response (MHDR) Document (a pre-approved formatted script) for use at the VA National Service Help Desk. The MHDR document shall provide resolution processes and procedures addressing common user and system issues experienced when utilizing the scheduling solution and includes, at a minimum, lessons learned and Frequently Asked Questions (FAQs). The MHDR document shall identify the Contractor s point of contact for Tier Two issues. Descriptions of service or inquiry types and its associated tiers are shown in the task descriptions below. All incoming inquiries shall be analyzed and triaged among the two tiers. Deliverable: PIV Scheduling Master Help Desk Response Document TIER 1 SUPPORT Tier 1 inquiries will be resolved by VA through the VA PIV Tier 1 Help Desk Support staff by utilizing a pre-approved formatted script among those in a pre-written MHDR document. The Contractor shall continuously maintain the MHDR document and compose additional scripted responses for review and approval by the VA PIV Scheduling Help Desk Manager. The Contractor shall have sufficient expertise and knowledge of the PIV Scheduling Operations and Maintenance solution to maintain the MHDR by producing appropriate solutions and well-written responses free of grammatical, spelling, punctuation, and syntax errors. Examples of Tier 1 services to the PIV Scheduling Operations and Maintenance Solution users include assistance with: Passwords/user IDs Performance issues, or software error Incompatible browser related issues TIER 2 SERVICES The Contractor shall provide all Tier 2 services and resolve all aspects of PIV Scheduling Operations and Maintenance solution, sub-elements, and infrastructure issues not resolved in VA PIV Tier 1 Help Desk Support staff. The VA PIV Tier 1 Help Desk Support Manager shall forward Tier 2 issues to the identified Contractor points of contact for resolution. Resolution may require the involvement of Contractor technical staff in conjunction with Contractor Subject Matter Experts (SME). The Contractor shall resolve Tier 2 issues within 24 hours. For any Tier 2 issue that is not resolved within 24 hours, the Contractor shall provide an assessment including recommendations for how to resolve the issue. All Tier 2 issues shall be included in the Contractor s Progress, Status and Management Report, including any resolutions, assessments, and recommendations. Examples of Tier 2 support include assistance with: 1) PIV Scheduling Operations and Maintenance solution technical issues that cannot be resolved by Tier 1 2) Software installations/upgrades 3) Software errors OPTION PERIOD ONE If Option Period One is exercised by VA, all tasks and deliverables listed in above section 5.1 5.2 shall apply. OPTION PERIOD TWO If Option Period Two is exercised by VA, all tasks and deliverables listed in above section 5.1 5.2 shall apply. OPTION PERIOD THREE If Option Period Three is exercised by VA, all tasks and deliverables listed in above section 5.1 5.2 shall apply. GENERAL REQUIREMENTS PERFORMANCE METRICS The table below defines the Performance Standards and Acceptable Levels of Performance associated with this effort. Performance Objective Performance Standard Acceptable Levels of Performance Technical / Quality of Product or Service Shows understanding of requirements Efficient and effective in meeting requirements Meets technical needs and mission requirements Provides quality services/products Satisfactory or higher Project Milestones and Schedule Quick response capability Products completed, reviewed, delivered in accordance with the established schedule Notifies customer in advance of potential problems Satisfactory or higher Cost & Staffing Currency of expertise and staffing levels appropriate Personnel possess necessary knowledge, skills and abilities to perform tasks Satisfactory or higher Management Integration and coordination of all activities to execute effort Satisfactory or higher The COR will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the TO to ensure that the Contractor is performing the services required by this PWS in an acceptable level of performance. The Government reserves the right to alter or change the QASP at its own discretion. A Performance Based Service Assessment will be used by the COR in accordance with the QASP to assess Contractor performance. SECTION 508 ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS On August 7, 1998, Section 508 of the Rehabilitation Act of 1973 was amended to require that when Federal departments or agencies develop, procure, maintain, or use Electronic and Information Technology, that they shall ensure it allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by other Federal employees. Section 508 required the Architectural and Transportation Barriers Compliance Board (Access Board) to publish standards setting forth a definition of electronic and information technology and the technical and functional criteria for such technology to comply with Section 508. These standards have been developed are published with an effective date of December 21, 2000. Federal departments and agencies shall develop all Electronic and Information Technology requirements to comply with the standards found in 36 CFR 1194. The following Section 508 Requirements supersede Addendum A, Section A3 from the T4NG Basic PWS. The Section 508 standards established by the Architectural and Transportation Barriers Compliance Board (Access Board) are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure Electronic and Information Technology (EIT). These standards are found in their entirety at: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards/section-508-standards and http://www.section508.gov/content/learn/standards. A printed copy of the standards will be supplied upon request.   The Contractor shall comply with the technical standards as marked: § 1194.21 Software applications and operating systems § 1194.22 Web-based intranet and internet information and applications § 1194.23 Telecommunications products § 1194.24 Video and multimedia products § 1194.25 Self-contained, closed products § 1194.26 Desktop and portable computers § 1194.31 Functional Performance Criteria § 1194.41 Information, Documentation, and Support EQUIVALENT FACILITATION Alternatively, offerors may propose products and services that provide equivalent facilitation, pursuant to Section 508, subpart A, §1194.5. Such offerors will be considered to have provided equivalent facilitation when the proposed deliverables result in substantially equivalent or greater access to and use of information for those with disabilities. COMPATIBILITY WITH ASSISTIVE TECHNOLOGY The Section 508 standards do not require the installation of specific accessibility-related software or the attachment of an assistive technology device. Section 508 requires that the EIT be compatible with such software and devices so that EIT can be accessible to and usable by individuals using assistive technology, including but not limited to screen readers, screen magnifiers, and speech recognition software. ACCEPTANCE AND ACCEPTANCE TESTING Deliverables resulting from this solicitation will be accepted based in part on satisfaction of the identified Section 508 standards requirements for accessibility and must include final test results demonstrating Section 508 compliance. Deliverables should meet applicable accessibility requirements and should not adversely affect accessibility features of existing EIT technologies. The Government reserves the right to independently test for Section 508 Compliance before delivery. The Contractor shall be able to demonstrate Section 508 Compliance upon delivery. Automated test tools and manual techniques are used in the VA Section 508 compliance assessment. Additional information concerning tools and resources can be found at http://www.section508.va.gov/section508/Resources.asp. Deliverable: Final Section 508 Compliance Test Results SHIPMENT OF HARDWARE OR EQUIPMENT Inspection: Destination Acceptance: Destination Free on Board (FOB): Destination Ship To and Mark For: Name: Name: Address: 3 Christopher Way, Eatontown, NJ07724 Address: 3 Christopher Way, Eatontown, NJ07724 Voice: Voice: Email: Email: Special Shipping Instructions: Prior to shipping, Contractor shall notify Site POCs, by phone followed by email, of all incoming deliveries including line-by-line details for review of requirements.   Contractor shall not make any changes to the delivery schedule at the request of Site POC. Contractors shall coordinate deliveries with Site POCs before shipment of hardware to ensure sites have adequate storage space. All shipments, either single or multiple container deliveries, shall bear the VA IFCAP Purchase Order number on external shipping labels and associated manifests or packing lists.   In the case of multiple container deliveries, a statement readable near the VA IFCAP PO number shall indicate total number of containers for the complete shipment (e.g. Package 1 of 2 ), clearly readable on manifests and external shipping labels. Packing Slips/Labels and Lists shall also include the following: IFCAP PO #: ____________ (e.g., 166-E11234 (the IFCAP PO number is located in block #20 of the SF 1449)) Project Description: (e.g. Tier I Lifecycle Refresh) Total number of Containers:   Package ___ of ___.   (e.g., Package 1 of 3)
 

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Document(s)

Attachment
 

File Name: 36C10B18Q2851 36C10B18Q2851_3.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4254310&FileName=36C10B18Q2851-008.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4254310&FileName=36C10B18Q2851-008.docx

 

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Record

SN04901190-W 20180427/180425231022-e55bc79b85a1ed6e26b201a10b89e396 (fbodaily.com)
 

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