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VISN 6 Enterprise Patient Queuing Management System Hardware & Software Installation and Configuration TAC Number: VA-23-00027859 Page 14 of 33 PRODUCT DESCRIPTION (PD) DEPARTMENT OF VETERANS AFFAIRS ... VISN 6 Enterprise Patient Queuing Management System Hardware & Software Installation and Configuration TAC Number: VA-23-00027859 Page 14 of 33 PRODUCT DESCRIPTION (PD) DEPARTMENT OF VETERANS AFFAIRS Office of Information & Technology Veterans Health Administration VA Mid-Atlantic Healthcare Network VISN 6 Enterprise Patient Queuing Management System Hardware & Software Installation and Configuration Date: 3/31/2023 VA-23-00027859 PD Version Number: 1.0 TABLE OF CONTENTS 1.0 PRODUCT REQUIREMENTS 3 1.1 SALIENT CHARACTERISTICS 5 2.0 NOTICE OF THE FEDERAL ACCESSIBILITY LAW AFFECTING ALL INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) PROCUREMENTS (SECTION 508) 9 2.1 SECTION 508 INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) STANDARDS 9 2.2 COMPATABILITY WITH ASSISTIVE TECHNOLOGY 10 2.3 ACCEPTANCE AND ACCEPTANCE TESTING 10 3.0 INFORMATION TECHNOLOGY USING ENERGY-EFFICIENT PRODUCTS 10 3.1 EPEAT 10 3.2 ENERGY STAR 10 3.3 FEMP 11 4.0 SHIPMENT OF HARDWARE OR EQUIPMENT 11 4.1 SPECIAL SHIPPING INSTRUCTIONS 12 5.0 GENERAL REQUIREMENTS 12 5.1 VA TECHNICAL REFERENCE MODEL 12 5.2 SOCIAL SECURITY NUMBER (SSN) REDUCTION 13 5.3 INTERNET PROTOCOL VERSION 6 (IPV6) 13 6.0 POINTS OF CONTACT 14 7.0 INFORMATION SECURITY CONSIDERATIONS: 14 PRODUCT REQUIREMENTS The Department of Veterans Affairs, Office of Information & Technology, Veterans Health Administration, VA Mid-Atlantic Healthcare Network (herein referred to as VISN 6) VISN 63518 Westgate Dr. Ste. 200 Durham, NC 27707 requires the purchase of a Patient Flow Management Queuing System Hardware, Software licenses, Installation and product training and care services for VISN 6 stations: VA Durham NC, VAMC (558), Greenville, NC HCC (558GA), Morehead City, NC CBOC (558GC), Richmond VA VAMC (652), Charlottesville, VA CBOC (652GE), Emporia, VA CBOC (652GF), Fredericksburg, VA CBOC (652GA),Henrico County, VA (652GC), Salem, VA VAMC (658), Salisbury, NC VAMC (659), Kernersville, NC HCC (659BY), Charlotte, NC HCC (659BZ). VISN 6 has a requirement for Queue Management System Software including configuration, installation, and annual maintenance support for the Laboratory Outpatient Blood Draw, Patient Advocate, Travel & Benefit offices to provide better workflow management, throughput maximization, and reduction in wait times. Managers will also have a complete overview of their service area in its entirety, increasing their ability to make real-time decisions to achieve required target levels. The queuing system will manage the flow of patients and their experience from initial contact to final service delivery in the Laboratory, Patient Advocate, Travel & Benefit Offices. It will allow coordination and automation of patient arrival, check in, and wait time to better serve veterans. The queuing system will track staff productivity and service levels for an accurate, real-time assessment of operations. The queuing system will provide wait and service times for every patient transaction, as well as staff, workstation and branch performance levels, and service summaries. The Period of Performance (PoP) shall include a 12-month base period and 4 (four) 12-month option periods. To meet these requirements VA requires Qmatic software licenses, add-ons and associated hardware and accessories or an alternative that meets, at a minimum, the requirements stated in the tables below as well as the salient characteristics stated in section 1.1. Table 1: Qmatic Licenses and Add-ons Product Code Product Description Qty 10115600 Orchestra 7 Platform 348 users 10115624 Journey Manager Standard 348 users 10115640 Counter 348 users 10115643 Concierge 348 users 10115660 Reports 348 users 10115662 Operations Panel 348 users 10115644 Staff Notifications 348 users 10115700 Delivered Services, Outcomes, Marks 348 users 10115722 Surface Editor 348 users 10115681 Voice Announcements 348 users 10115400 SW HUB BASE LICENSE 31 10115403 SW HUB MEDIA PLAYER LICENSE 31 10115682 Media Display 18 10115683 Media Display Digital Signage 18 Table 2: Qmatic Compatible Accessories Product Code Product Description Qty 10216100 QMATIC HUB 31 11040302 POWER CORD 3 POLE IEC320-C13 USA BLK 31 10216110 INTRO 17 GENERATION 2 35 10214251 FLOOR PEDESTAL INTRO 17 34 0214201 TABLE/WALL STAND INTRO 17 / VISION 1 14107323 SIGNB. LOWER TK32XX FROST GLASS 71*24,5 34 10214180 LIGHTING KIT INTRO 17 / VISION 34 11040302 POWER CORD 3 POLE IEC320-C13 USA BLK 34 11050068 CABLE CAT5E STRAIGHT 5 METER 34 10214185 COMBO BAR/MAG/CHIP RDR KIT INTRO 17 GEN2 35 10213056 INTRO 8 Gen2 4 11050068 CABLE CAT5E STRAIGHT 5 METER 4 11040302 POWER CORD 3 POLE IEC320-C13 USA BLK 4 10213210 FLOOR PEDESTAL P3311 2 10213204 TABLE STAND TP/INTRO 5-8 2 10461102 NOTES 2 924 RED WITH SIGN 55 10461202 NOTES 2 948 RED WITH SIGN 56 10940101 TUBE SILVER 15*25 L=1100 MM 111 PAC 12271122 NOTES DISPLAY STACKING BRACKET 14 PAC 14120111A Ceiling Rail 70,7*8 mm AL for Displays 111 14120112A LOCK CLAMP CEILING RAIL 70,7*8 MM 111 Bag 10190313 Samsung LED 55 Qmatic Show Display 15 10190314B Samsung LED 32" 3 10112014 CS1703 MAIN 19 10112018 CS1705 POWER 19 10100937 PSU 24V 5A MEANWELL GST120A24 24 10320150 EXPRESSIA 205 GENERIC - ENGLISH 10 10320104 WORKSTATION KT2595 R2, 33 BUTTONS EXTCON 2 10900023 TICKETROLL BP BLACK 48 CAR Table 3: Qmatic Compatible Hardware Product Code Product Description Qty 99900329 Pedestal Weighted Base 36 99900013 4-Port Ethernet Switch 18 99900259 Wall Bracket for 32" Flat Screen TV 3 99900428 Tilting Wall Mount Bracket for 42" TV 15 99900564 Bogen 35-Watt Mixer Amplifier - Classic Series UL/CSA 32 99900565 Control 12C/T Compact Ceiling Speaker 73 99900546 Cat5e Cable - 300' Box 31 HW9024L Hardware, Signage and Cabling Lite 31 99900394 UPS Battery Backup 31 Table 4: Qmatic Professional Services for Installation and Support Product Code Product Description Qty IN9090 INSTALLATION 348 users 10999611 CARE ORCHESTRA 7 PLUS 12 MON 10999841 CARE HARDWARE SUPPORT 12 MON SALIENT CHARACTERISTICS Patient Queuing System Must allow patient check in via self-service kiosk, reception area, or both. Segment patients as required Must print sequentially numbered (alphanumeric) tickets at time of check in Must allow modification of the number and types of ques to meet changing needs of facility Individual workstation must work with facility computer system to allow staff to call up the next queued patient, if needed at that location. Must provide a monitor in the area for visual queueing of patient Must provide an audio system sufficient to cover area in which patients are waiting Must provide digital signage to direct patient to the appropriate workstation, as required All components of the system must connect to a central data server to access the queueing program All necessary software licenses must be included in the system purchase Must have the ability to produce at least the following Quality Assurance reports: Number of overall encounters for a specified time frame Number of waiting patients, real wait times, and estimated wait times Remote workload management Ability to sort, filter, aggregate, and group data associated with the patient journey (by specific workstation, user, or location) Ability to monitor staff on average transaction time and number of overall encounters Time between patient encounters Ability to move queued patients from one location or que to another as needed Ability to generate all reports as needed by defined time frames (day, week, or month) Must be installed per specifications at each location Must be configured and successfully tested at each location Must include all items for connectivity of communication between components of queuing system and VISN6 computer systems 2. Self-Service Kiosk Must provide freestanding floor model with 17-inch LCD touchscreen Pedestal must be sufficient height to allow for easy data input. Must include built in customizable thermal ticket printer Must be connected to a data server so that a timed process can be recorded from the time of entry until client proceeds to workstation Must include all necessary power cords and cables Must be able to be sanitized using disinfectant commonly found within a hospital Must include all licensing, software, and hardware for connection to queuing system Must include accessories for barcode scanner and magnetic strip reader as required 3. Self-Service Counter Must provide smaller version for check-in with 8-inch Packet Capture (PCAP) touchscreen Must be able to be mounted on wall, stand-alone pedestal, or placed on a countertop Must include built in customizable thermal ticket printer Must be connected to a VA data server so that a timed process can be recorded from the time of entry until client proceeds to workstation Must include all necessary power cords and cables Must be able to be sanitized using disinfectant commonly found within a hospital Must include all licensing, software, and hardware for connection to queuing system Must include accessories for magnetic strip reader, as required 4, Digital Informational Signage LED displays installed per specifications at each location Must display draw station and patient queue number, if required by site Must display number of patients in queue for laboratory staff use Power supplied by low voltage cabling that carries signal and DC power Must include all necessary power cords and cables 5. Queue Display TV/Monitor to display patient queue number, static image, and custom scrolling across the bottom Size options to include 32 and 55 screens Tilting wall mount bracket Transmitter/receiver provided for sites with existing TV Must include all necessary power cords and cables Must include all licensing, software, and hardware for connection to queuing system 6. Audio Alert Must include a voice announcement system with adjustable volume that audibly calls a patient ticket number Must be integrated with patient queuing system Speaker installation per specifications at each location 7. Customer Feedback a. Customer Response Terminal placed in each Draw Station for Patient Feedback (Happy Face thru Sad Face) b. Must be able to be sanitized using disinfectant commonly found within a hospital c. Must include all licensing, software, and hardware for connection to queuing system d. Must be integrated with patient queuing system e. Must include all necessary power cords and cables 8. Server (Hampton) a. VA will provide virtual server b. Must include ability for BioMedical Engineering staff to access server as administrator 9. Training and Installation a. Installation to include all hardware installation except TV s and brackets b. Onsite installation will include basic instruction c. Go-Live support will include formal training via Microsoft Teams d. VA Biomedical Engineering will have full access to the hardware that constitutes this equipment. The VA Biomedical Engineering point of contact must be briefed, by the vendor, on all upgrades and changes and agrees to each prior to shipment e. The vendor will provide two (2) sets of user manuals and technical manuals to VA Biomedical Engineering. f. Normal business hours for acceptance of deliveries are 8:00am-3:30pm, Monday thru Friday excluding Federal Holidays. Deliveries must be coordinated in advance once a ship date is established 10. Software & Hardware Support Help desk Service hours Monday Friday 7:00AM-9:00PM Eastern Service levels Critical: Response time-1 hour, Resolution time- 8 hours Urgent Response time- 2 Hours, Resolution time-16 hours Important: Response time-4 hours, Resolution time-24 hours Low: response time-4 hours, Resolution time-48 hours Software Support Software maintenance (technical updates, security updates, system performance) Version updates (updates to existing software version, such as new features and improvements) New software upgrades when they are developed and released Hardware Support Priority technical support from Vendor-certified technicians. Onsite repair service as needed Ability to replace hardware with equal item with express shipping in urgent situations Software maintenance (technical updates, security updates, system performance) Spare parts and repair costs included Warranty 6 month standard Original Equipment Manufacturer (OEM) warranty for all equipment provided starting upon receipt of equipment by VA NOTICE OF THE FEDERAL ACCESSIBILITY LAW AFFECTING ALL INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) PROCUREMENTS (SECTION 508) On January 18, 2017, the Architectural and Transportation Barriers Compliance Board (Access Board) revised and updated, in a single rulemaking, standards for electronic and information technology developed, procured, maintained, or used by Federal agencies covered by Section 508 of the Rehabilitation Act of 1973, as well as our guidelines for telecommunications equipment and customer premises equipment covered by Section 255 of the Communications Act of 1934. The revisions and updates to the Section 508-based standards and Section 255-based guidelines are intended to ensure that information and communication technology (ICT) covered by the respective statutes is accessible to and usable by individuals with disabilities. SECTION 508 INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) STANDARDS The Section 508 standards established by the Access Board are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure ICT. These standards are found in their entirety at: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines. A printed copy of the standards will be supplied upon request. Federal agencies must comply with the updated Section 508 Standards beginning on January 18, 2018. The Final Rule as published in the Federal Register is available from the Access Board: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule. The Contractor shall comply with 508 Chapter 2: Scoping Requirements for all electronic ICT and content delivered under this contract. Specifically, as appropriate for the technology and its functionality, the Contractor shall comply with the technical standards marked here: E205 Electronic Content (Accessibility Standard -WCAG 2.0 Level A and AA Guidelines) E204 Functional Performance Criteria E206 Hardware Requirements E207 Software Requirements E208 Support Documentation and Services Requirements COMPATABILITY WITH ASSISTIVE TECHNOLOGY The standards do not require installation of specific accessibility-related software or attachment of an assistive technology device. Section 508 requires that ICT be compatible with such software and devices so that ICT 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 Section 508 Chapter 2: Scoping Requirements standards identified above. The Government reserves the right to test for Section 508 Compliance before delivery. The Contractor shall be able to demonstrate Section 508 Compliance upon delivery. INFORMATION TECHNOLOGY USING ENERGY-EFFICIENT PRODUCTS The Contractor shall comply with Sections 524 and Sections 525 of the Energy Independence and Security Act of 2007; Section 104 of the Energy Policy Act of 2005; Executive Order 13834, Efficient Federal Operations , dated May 17, 2018; Executive Order 13221, Energy-Efficient Standby Power Devices, dated August 2, 2001; and the Federal Acquisition Regulation (FAR) to provide ENERGY STAR®, Federal Energy Management Program (FEMP) designated, low standby power, and Electronic Product Environmental Assessment Tool (EPEAT) registered products in providing information technology products and/or services. EPEAT EPEAT product compliance is not required in this acquisition. ENERGY STAR The required brand name Qmatic appliances, inclusive of hardware and software, associated with this effort are not included in the complete listing of Energy Star categories and associated products found at http://www.energystar.gov/Products, therefore this section is not applicable. FEMP The required brand name Qmatic appliances, inclusive of hardware and software, associated with this effort are not included in the complete listing of FEMP product categories found at https://www.energy.gov/eere/femp/search-energy-efficient-products, therefore this section is not applicable. SHIPMENT OF HARDWARE OR EQUIPMENT Inspection: Destination Acceptance: Destination Free on Board (FOB): Destination Ship To and Mark For: Durham, NC Primary Alternate Name: Spruill, Melissa R. Name: Jackson, Brittney L Address: VA Durham Healthcare System 508 Fulton St. Durham, NC 27705 Address: VA Durham Healthcare System 508 Fulton St. Durham, NC 27705 Voice: 919-286-0411 x174570 Voice: 919-286-0411 x176461 Email: Melissa.Spruill@va.gov Email: Brittney.Jackson2@va.gov Ship To and Mark For: Richmond, VA Primary Alternate Name: Roach, Brendon Name: Graham, Tomeka Address: VA Richmond Healthcare System 1201 Broad Rock Blvd, Richmond, VA 23249 Address: VA Richmond Healthcare System 1201 Broad Rock Blvd, Richmond, VA 23249 Voice: 804-675-5062 Voice: 804-675-5090 Email: Brendon.Roach@va.gov Email: Tomeka.Graham@va.gov Ship To and Mark For: Salem, VA Primary Alternate Name: Vaishnav, Tejas Name: Martin, Deborah Address: VA Salem Healthcare System 1970 Roanoke Blvd Salem, VA, 24153 Address: VA Salem Healthcare System 1970 Roanoke Blvd Salem, VA, 24153 Voice: 540-982-2463 x2812/2705 Voice: 540-982-2463 x6568 Email: Tejas.vaishnav@va.gov Email: Deborah.martin@va.gov Ship To and Mark For: Salisbury, NC Primary Alternate Name: White, Stanley Name: Copeland, Linda Address: VA Salisbury Healthcare System 1601 Brenner Ave. Salisbury, NC 28144 Address: VA Salisbury Healthcare System 1601 Brenner Ave. Salisbury, NC 28144 Voice: 704-638-9000 x 13202 Voice: 704-638-9000 x 13471 Email: stanley.white2@va.gov Email: linda.copeland1@va.gov 4.1 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. The 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) GENERAL REQUIREMENTS VA TECHNICAL REFERENCE MODEL The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OIT Technical Reference Model (VA TRM). The VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications. Moreover, the VA TRM, which includes the Standards Profile and Product List, serves as a technology roadmap and tool for supporting OIT. Architecture & Engineering Services (AES) has overall responsibility for the VA TRM. SOCIAL SECURITY NUMBER (SSN) REDUCTION The Contractor solution shall support the Social Security Number (SSN) Fraud Prevention Act (FPA) of 2017 which prohibits the inclusion of SSNs on any document sent by mail. The Contractor support shall also be performed in accordance with Section 240 of the Consolidated Appropriations Act (CAA) 2018, enacted March 23, 2018, which mandates VA to discontinue using SSNs to identify individuals in all VA information systems as the Primary Identifier. The Contractor shall ensure that any new IT solution discontinues the use of SSN as the Primary Identifier to replace the SSN with the Integrated Control Number (ICN) in all VA information systems for all individuals. The Contractor shall ensure that all Contractor delivered applications and systems integrate with the VA Master Person Index (MPI) for identity traits to include the use of the ICN as the Primary Identifier. The Contractor solution may only use a Social Security Number to identify an individual in an information system if and only if the use of such number is required to obtain information VA requires from an information system that is not under the jurisdiction of VA. INTERNET PROTOCOL VERSION 6 (IPV6) The Contractor solution shall support Internet Protocol Version 6 (IPv6) based upon the memo issued by the Office of Management and Budget (OMB) on November 19, 2020 (https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf). IPv6 technology, in accordance with the USGv6 Program (https://www.nist.gov/programs-projects/usgv6-program/usgv6-revision-1), NIST Special Publication (SP) 500-267B Revision 1 USGv6 Profile (https://doi.org/10.6028/NIST.SP.500-267Br1), and NIST SP 800-119 Guidelines for the Secure Deployment of IPv6 (https://doi.org/10.6028/NIST.SP.800-119), compliance shall be included in all IT infrastructures, application designs, application development, operational systems and sub-systems, and their integration. In addition to the above requirements, all devices shall support native IPv6 and dual stack (IPv6 / IPv4) connectivity without additional memory or other resources being provided by the Government, so that they can function in a mixed environment. All public/external facing servers and services (e.g. web, email, DNS, ISP services, etc.) shall support native IPv6 and dual stack (IPv6 / IPv4) users and all internal infrastructure and applications shall communicate using native IPv6 and dual stack (IPv6 / IPv4) operations. POINTS OF CONTACT VA Program Manager/Contracting Officer Representative: Name: Patrick March Address: Department of Veterans Affairs Health Care Business Operations AO/Data Manager VA Mid-Atlantic Health Care Network (VISN 6) Network Hdqtrs 3518 Westgate Dr. Ste. 200 Durham, NC 27707 Voice: 919-354-9302 Email: Patrick.march@va.gov Contracting Officer: Name: Edward Hebert Address: 23 Christopher Way, Eatontown, NJ 07724 Voice: 848-377-5040 Email: Edward.Hebert@va.gov Contract Specialist: Name: Colleen Beery Address: 23 Christopher Way, Eatontown, NJ 07724 Voice: 848-377-5257 Email: Colleen.Beery@va.gov INFORMATION SECURITY CONSIDERATIONS: The assessment and authorization (A&A) requirements do not apply and a Security Accreditation Package is not required. All VA sensitive information shall be protected at all times in accordance with local security field office System Security Plans (SSP s) and Authority to Operate (ATO) s for all systems/LAN s accessed while performing the tasks detailed in this Product Description.