D -- TELEPHONE CARE (TRIAGE) SYSTEM

Notice Date

June 1, 2001

Contracting Office

Department of Veterans Affairs Medical Center, Chief, Acquisition and Materiel Management (90C), One Veterans Drive, Minneapolis, MN 55417

ZIP Code

55417

Solicitation Number

RFQ 618-142-01

Response Due

June 19, 2001

Point of Contact

Janice M. Byrd 612-725-2188

Description

This is a combined synopsis/solicitation. Request for Quotation #RFQ 618-142-01 for Telephone Care (Triage) System is hereby issued for commercial items to be used by the VA and is prepared in accordance with the format under Federal Acquisition Regulation (FAR) Part 12, Acquisition of Commercial Items, Subpart 12.6, Streamlined Procedures for Evaluation and Solicitation for Commercial Items, Part 13, Simplified Acquisition Procedures, Subpart 13.5 test program; and as supplemented with additional information included in this notice. Simplified acquisition procedures apply and the VA will conduct the procurement according to a combination of Parts 12 and 13. This CBD announcement/solicitation constitutes the only bid document issued. A separate written solicitation document will not be issued. Incorporated provisions and clauses are those in effect through Federal Acquisition Circular 97-27 and VAAR 97-8. The NAICS Code 541511 applies for this procurement and the small business size standard is $18 million. Contractor's proposals (cost and technical) are herein requested to provide and deliver telephone triage protocol's software and training as listed below and shall be submitted on contractor's letterhead or formal quotation form and must address all requirements listed. Contractor's price and technical proposal must contain the name, title and signature of person authorized to submit proposals/bids on behalf of the contractor. VISN 13 operates decentralized call centers in 6 hospitals and 12 VA staffed community clinics. For bidding purposes, estimated annual calls are 75-100,000 with up to 50 concurrent users. VISN 13 currently has phone switches capable of routing calls. Criteria for an enterprise solution for telephone triage to be utilized at all VISN 13 locations: (A) General System and Interfaces: (1) Includes call management/telecom solution using a single entry, software that decodes and uses caller information to route to appropriate call center(s), and facilitates load balancing between facilities. Must have data captured to comply with URAC/VA standards. (2) Must run in WinNT and Win2000 thin client, clustered server environment using TCP/IP. (3) Must include bi-directional interface, HL-7 (1.6) or other with the VA VistA hospital information system. (4) Interface includes import of outpatient demographic information and export of encounter record/progress note including notes/recommendations. (5) Interface must have store/forward capability to handle HIS downtime. (6) Include multiple levels of security and capability to aggregate data from multiple workstations. (7) Utilize standard MS office tools and processing features. (8) Specify detailed requirements for shared or dedicated server and database utilized. (B) Basic call handling: (1) System must accommodate multiple sessions open simultaneously. (2) System set-up to prompt agent for required steps in the call (e.g. if referral made, prompt agent to send a letter or email before closing out call). (3) System performance supports real-time call management (e.g. less than 2 second delay from one screen to another). (4) All calls can be tracked and reported per URAC guidelines. (C) Clinical requirements: (1) Protocols to provide gender/age specific, tested triage algorithms for infant through geriatric patients, and cover all aspects of health care, medical and psychiatric. (2) Vendor will provide information regarding reliability/validity testing, including clinical outcomes. (3) Protocols can be customized/modified and updated no less than annually in a seamless manner for the user. (4) Protocol database contains home care measure to support the plan of action and have the ability to document all health care recommendations given to the caller, including free text options. (5) System can accommodate searching for community health care facilities. (6) System can initiate a telephonic page (text or digital) directly. (D) Software Support and Warranties (minimum specification): (1) Warranty to cover one year following full acceptance by VAMC. (2) Vendor has multi-year development plan for software upgrades and enhancements, including training and maintenance (Cost must include all software upgrades and enhancements). (3) Specify costs of on-site installation support, if requested. (4) Provides dial-in software support, give hours available. (5) Vendor references and numbers of sites installed with current version must be included. (E) Reporting and Data management: (1) System provides mechanisms for data management for outcome studies including but not limited to those required by URAC guidelines. Give examples. (2) Various online query options including but not limited to the number of calls per staff/per given time frame, length of calls, number of referrals/consults, number of visits to ER/walk-in/ PCP (unscheduled) visit within 72 hours of call. (3) Ability to document multiple protocols per caller who presents with multiple concerns. (4) Capability of follow up with callers for survey purposes. (5) Both site and VISN-level report capabilities required. (6) Provide examples of standard reports available. (F) General Information: (1) If the bid response is a composite prepared by more than one contractor, the prime contractor must be clearly identified. Sub-contractors relationships need to be disclosed. (2) Identification of project resources and costs need to be included. (G) Delivery is to be FOB Destination. (H) System shall be Y2K compliant. (I) Offerors in competitive range will be required to perform a product demonstration at VA Minneapolis, MN. Award will be made to the offeror determined to be the "best value" to the Government. Evaluation factors will include, but not limited to: (1) Technical acceptability as determined by the information submitted which demonstrates understanding of the system requirements as listed above. (2) Management Capabilities and Approach: Describe management methods used to assure the provision of prompt and quality service, including a description of a quality assurance and customer service plan tailored towards a unique client base of the Department of Veterans Affairs. (3) Oral Presentation. (4) Price. Identify all Federal, State and Local government contracts and private contracts of similar type, scope, size and complexity that are ongoing, or have been completed within the past 3 years. Provide a list of references pertaining to those contracts. In addition, information must be provided that evidences customer satisfaction with an offeror's products and services, and demonstrates an offeror's compliance with the fulfillment of the requirements of previous contracts. The technical criteria and Management capabilities outweigh Oral presentation, but when combined are more important than price. Evaluation may be made with or without discussions with the offeror(s). All responsible sources that can meet the requirements and provide items as listed above may respond to this solicitation by submitting one copy of cost proposal and three copies of the technical proposal on their company letterhead or bid form. The following provisions and clauses shall apply to this solicitation: 52.252-2 Clauses Incorporated by Reference. This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address (es): http://www.arnet.gov/far (FAR) and http://www.va.govoa&mm/vaar/ (VAAR); FAR 52.212-1, Instruction to Offers Commercial Items; FAR 52.212-2, Evaluation of Commercial Items; FAR 52.212-3 Representations and Certification Commercial Items (NOTE Offerors must include a completed copy of "Offeror Representations and Certification" along with his/her offer); FAR 52.212-4 Contract Terms and Conditions Commercial Items; FAR 52.212-5 Contract Terms and Conditions Required to Implement Statutes of Executive Orders Commercial Items; FAR 52.216-18 Ordering; FAR 52.216-19 Order Limitations; FAR 52.216-21 Requirements; VAAR 852.270-4 Commercial Advertising; VAAR 852.219-70 Veteran-owned business; 852.219-70 Protest Content; 852.236-76 Correspondence; 852.237-70 Contractor Responsibilities; 852.270-1 Representatives of Contracting Officers; and 852.233-71 Alternate Protest Procedure. Proposals shall include all information required in 52.212-1, Schedule of Prices Offered, a copy of published price list for the protocol system proposed, a completed copy of provision 52-212-3, and technical requirements listed above. Submit all price and technical proposals to Janice M. Byrd, Contracting Officer (90C), VA Medical Center Room 4G-107, One Veterans Drive Minneapolis MN 55417. Offerors should submit all technical questions regarding this solicitation to the Contracting Officer in writing by COB (4:30PM CST) June 7, 2001. Questions received after COB June 7, 2001 may not be considered. Verbal questions will not be addressed. All responses to questions, which may effect offers, will be incorporated into a written amendment to the solicitation. For further information contact Janice M. Byrd at 612-725-2188 or Fax 612-725-2072. All offers must be received no later than close of business (4:30PM CST) on June 19, 2001. Faxed proposals will not be accepted.

Record

Loren Data Corp. 20010605/DSOL007.HTM (W-152 SN50N762)