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Statement of Work Patient - Staff Communication System South Texas VA Healthcare System (STVAHCS) Kerrville VA Medical Center Background. The intent of this contract is for the South Texas VA Healthca... Statement of Work Patient - Staff Communication System South Texas VA Healthcare System (STVAHCS) Kerrville VA Medical Center Background. The intent of this contract is for the South Texas VA Healthcare system to negotiate a firm-fixed purchase order for the Vocera Communications System or equal to include hardware, software, accessories, training, contractor travel and expenses. To provide a new point to point staff communication system to greatly enhance interdepartmental communication, patient care, flow and safety. Offers Portable digital two-way audio communication with staff and provides an effective communication solution throughout the STVAHCS system improving staff productivity and efficiency. The Communication System will be deployed in a two (2) phase approach: Voice (Phase 1) Message (Phase 1) Integration Analytics: To support the following data (Phase 2) Engage, Voice and Messaging. Scope: The awarded communication solution will be deployed into a maximum of 50 individual nursing units / ancillary departments TBD for Audie L. Murphy VA Medical Center. The Communication System will be integrated with the Customer s third-party systems, indicated in the table below, for the purpose of secondary alarm and event notification delivery to communication system. Alarm and event notification will be designed, configured and deployed in a maximum of 30 individual nursing units which are TDB. For the purposes of this agreement, OR areas (Pre-Op, OR, PACU, Anesthesia, Sterile Processing, etc.) will be treated as separate units. To deliver alarm and event notifications to the appropriate staff member(s), staff assignments will be managed as indicated in the table below: 3rd Party System Integration Detail Model Middleware Platform Total Beds Staff Assignments for Alarm Routing Rauland Nurse Call alerts Responder V Engage 500 TBD GE Patient Monitoring alerts Engage 150 TBD VistA PRN effectiveness, Stat Orders EHR Engage Platform 500 TBD Active Directory Identity Management N/A Engage Platform N/A N/A Contract and Site Locations: South TX: Audie L. Murphy VA Medical Center, 7400 Merton Minter, San Antonio, Tx 78229 Project Summary: In order to estimate the time required of Communication service personnel to complete this project, it is necessary to define the scope of the Communication Systems functionality to be deployed and the departments or functional groups that will deploy Communication system. System planning and implementation services to be rendered by Communication Professional Services for this engagement will include: Project Management Services Performance Assessment Services Design Kickoff, Call Flow and Messaging Design Services Database Development Services Installation, Implementation and End-to-End Testing Services: Server, Clustered Architecture Badge Configuration Machine SIP Telephony Gateway (STG) Server Client Gateway Messaging Server High Availability Architecture Staging Server Administrator Knowledge Transfer Services Education Services and Go-Live Support Third-party System Alarm and Event Notification Integration Services Alarm Integration: Design Services Alarm Integration: Engage System Configuration and Testing Services Alarm Integration: Solution Validation Alarm Integration: Alarm-to-Device Training and Go Live Support Services Analytics Deployment Post-Deployment Assessment Services Project Details - Voice and Messaging (Audie L. Murphy VA Medical): Project Management and Deployment Planning Services A contractor Project Manager will be assigned to this project at order acceptance. Project scheduling requests for project kick-off and other engagement activities, including but not limited to, design kickoff; call flow design; installation and implementation; end user training and go-live services; as well as the required resources for these project activities, can only be committed by the assigned contractor Project Manager. The contractor Project Manager will schedule a project kick-off call with the Customer to officially initiate the project, review the scope of services to be provided, introduce team members, set expectations and develop a communications plan. The contractor Implementation Team provided will be required to do the following: Role Project Responsibility Project Manager Managing the resources and delivery of the project to the scope, budget and timeline Wireless Network Engineer Assessing the performance of communication system in the Customer s environment and providing any recommendations for remediation Implementation Engineer Build/update communication database Install, configure and conduct end-to-end testing of the system Deliver Administrator and Technical Knowledge transfer services Clinical Informaticist Facilitate the delivery of the Design Kickoff and Call Flow Design sessions Develop training materials and training schedule Deliver communication device training and go-live support Integration Engineer Update communication database to support room/role groups for alert routing Provide configuration support assistance to the third-party system to connect and complete technical testing of the integrated solution Provide configuration services to connect and complete technical testing of the integrated solution Co-facilitate Technical and Solution Validation of the integrated solution Clinical Informaticist Facilitate the delivery of the Integration Design sessions Document the integrated solution design with the Notification Design Workbook Develop Solution Validation Test scripts and end-user training materials Co-facilitate Technical and Solution Validation of the integrated solution Deliver alarm-to-device training services Conduct communication Post-Deployment Assessment Communication Performance Assessment Services Deliverable: Performance Assessment Report Contractor will conduct an on-site readiness assessment of your wireless network covering a maximum of 1,500,000 square feet for 50 departments/units at South Texas Veterans Health Care System-Audie L Murphy VA Hospital. The assessment is performed to ensure that the network infrastructure can support the Communications System, and the server hardware and software configuration meets communication requirements. If the Performance Assessment determines that the wireless network is not ready, contractor may suspend deployment activities until Customer has remediated the network. If Customer requests contractor resources for remediation confirmation, a Change Request is required and may result in additional fees. All wireless remediation must be completed and confirmed ten (10) business days before on-site user training is scheduled to commence. Failure to complete remediation in this timeframe may be subject to the Cancellation Policy in the Services Quotation Summary described below. In the process of assessing Customer s network, contractor will work closely with Customer s wireless engineers training them on communication system requirements and tools, methodologies and debugging techniques necessary to maintain and improve the health of system. Contractor will provide a comprehensive report to the Customer at the conclusion of the Performance Assessment. The Wireless Assessment for Performance Report will include: Assessment Results Network Topology Summary Data Capture Inventory and Procedure Findings and Recommendations Design Kickoff, Call Flow, Messaging and Staff Assignment Design Services Deliverable: Communication Design Contractor will facilitate a Design Kickoff with the key stakeholders, including project manager and key clinical staff. Contractor will review the design process for development of the call flow structure. Contractor will conduct a series of call flow design and messaging design session(s) and develop the clinical design specification for up to a maximum of 30 individual nursing units / ancillary departments. The design session(s) will consist of clinical call flow analysis to develop clinical roles, groups, forwarding, naming conventions, and permanent and temporary group parameters. Contractor will produce a Clinical Design specification describing the clinical group and department call flows, distribution lists and alert templates. During the installation and configuration of the product the designated administrators of the system will be educated on how to add/modify any additional distribution lists. Contractor will document, design and develop patient room groups as applicable for the Contractor Staff Assignment application, allowing end user association with room/group roles nested within the call flow design. The Contractor Staff Assignment application will be documented, designed, and developed for up to a maximum of 30 individual nursing units / ancillary departments. Customer is responsible for the development of call flow and staff assignment design specifications for any remaining departments. If Customer requests additional departments for design, the request will be handled through a Change Order for required rework as a result of those changes. Database Development Services Deliverable: Email to Customer Confirming Completion Upon Customer review and approval of the Clinical Design specification and completion of the Contractor-provided User List, the Contractor Implementation Engineer will develop and document the initial database and call flow requirements for a maximum of 2,500 users and up to 200 address book entries. The communication database may be comprised of the following elements: Sites (Global is default for single site installations) Groups Users Group Members Address Book Entries Access Points Locations Devices If Customer requests Call Flow or Database design changes after initial review and approval of the Call Flow or submission of the User List, the request will be handled through a Change Order for required rework as a result of those changes. Voice - System Installation, Configuration and Testing Services Deliverable: Implementation Report The contractor Implementation Engineer will complete the following tasks: Install and configure the most current GA release of communication software on the servers in a high availability configuration. Assist your System Administrator with the initial communication database installation and configuration. Install and configure two-node communication SIP Telephony Gateway (STG) array and validate the installation is successful. Connect the STG to the Dialogic Media Gateway (DMG) for non-IP enabled PBXs. Customer is responsible for the procurement and installation of the DMG. Assist your IT staff with integrating SIP with your PBX and validate that SIP is configured to operate in your environment. Any variation from the best practice System Installation, Configuration and Testing Services deployment model may result in additional work effort and require a Change Order for required work as a result of those changes. Conduct end-to-end testing of the communication solution, including calls between communication system and phones, calls to pagers (if enabled on your communication system). Working with your team to troubleshoot issues which may arise during the end to end testing. Contractor will provide an Implementation Report documenting the initial configuration of the system at the completion of the installation. Communication Messaging - System Installation, Configuration and Testing Services Deliverable: Implementation Report The Contractor Implementation Engineer will complete the following tasks: Install and configure a single communication Client Gateway (CG) server and validate the installation is successful. Install and configure the communication Messaging software in a high availability configuration on two (2) Messaging servers with a load balancer/reverse proxy: Work with internal groups as identified by Customer to ensure external access while maintaining internal security practices. Contractor will Synchronize with the communication Voice Server and Customer s Active Directory, or one of the other following contact sources, prior to provisioning the communication Collaboration Suite application. MS Excel (e.g., User List Database) MSSQL Server Provide service Collaboration Suite client application installation and configuration assistance via email distributon to a maximum of ten (10) supported devices. Any variation from the best practice System Installation, Configuration and Testing Services deployment model may result in additional work effort and require a Change Order for required work as a result of those changes. Conduct end-to-end testing of the service Messaging solution. Working with your team to troubleshoot issues which may arise during the end to end testing. Contractor will provide an Implementation Report documenting the initial configuration of the system at the completion of the installation. Contractor Application Administrator Knowledge Transfer Services Deliverable: Certificate of Completion Provide a comprehensive overview of the Communication System, including the system architecture and its key features, with details on how to administer, maintain, and optimize the communication system post-implementation. System Administration training services will be provided over two (2) consecutive calendar days for up to three (3) participants. System Administration Training sessions will be delivered by the Contractor Implementation Engineer and will include training labs to reinforce the training material provided to and covered with participants. Contractor will provide one (1) hands-on overview session for up to three (3) people on the functionality of the communication Messaging Administration console, including but not limited to: how to administer users, groups and distribution lists how to create contact sources how to deploy to additional smartphone users troubleshooting overview Communication Application Technical Knowledge Transfer Services Deliverable: Certificate of Completion Provide a comprehensive overview of the Communication System, from a technical perspective, including system functionality and operating requirements. Technical training will be focused on the communication Application Server and communication SIP Telephony Gateway server and will cover: Server hardware Operating system IP PBX Wireless infrastructure Wired IP infrastructure Technical training services will be required over two (2) consecutive calendar days for up to three (3) participants. Technical Training sessions will be delivered by the contractor Implementation Engineer and will include training labs to reinforce the training material provided to and covered with participants. Contractor Training and Go-Live Support Services Deliverable: Training and Go-Live Report Contractor Clinical Informaticist will develop and deliver tailored training using the Train-the-Trainer model. This methodology provides your organization with the ability to independently provide and sustain communication system training as your user base expands and as staff members change. Contractor will provide training over 32 days not to exceed ten (10) trips using the Train-the-Trainer methodology. Go live start dates will start when all equipment has been fully installed and performing to standard. Start date will also need to be approved by the COR. Voice and Messaging Training: Provide communication Collaboration Suite (CS) Instructor Led Training (ILT) and communication Badge ILT. Train-the-Trainer class size not to exceed eight (8) seats and will be scheduled for up to two (2) hours. ILT class size not to exceed 12 seats and will be scheduled for up to 60 minutes. Maximum number of ILT classes per day not to exceed five (5). A minimum of 15 minutes will be scheduled between each class for prep time Class attendees to the VCS ILT must come to class with the VCS application installed on their smartphone and smartphone battery fully charged and configured Separate ILT sessions will be scheduled for the communication Badge or the CS application It is recommended that class attendees come to class after reviewing any applicable Computer Based Training (CBT) modules via Health Stream or the Customer s Learning Management System Customer is responsible for CBT management of completion rate. Provide consultation on training strategies and best practices to meet the needs of Customer as well as on-unit support during training days to support staff to effectively utilize service. Customer Trainer(s) will train all remaining staff. Service provider will work with the customer to establish the training schedule. Customer is responsible for ensuring full attendance to each training session scheduled. Voice and Messaging Go-Live Support: The service provider Implementation Team will work with Customer Project Manager to coordinate the delivery of go-live support for the hospital opening and will coordinate the start/stop dates with COR before moving forward. Go live start dates will start when all equipment has been fully installed and performing to standard. Start date will also need to be approved by the COR Go-Live Support services include: Incident reporting Incident tracking Incident diagnosing and resolution System Administration Tiered System Administration Support (if applicable) End User Clinical Support End User Hands-on Training and Support (rounding in departments using service) Database issue tracking and modifications Service provider Professional Services will provide Go-Live Support Services as follows: Provide 16 hours of support services per day with one (1) Professional Services staff resource on each eight (8) hour shift day shift. Support will be provided over three (3) consecutive days, Monday 12pm -7pm, Tuesday Thursday 7am-7pm and Friday 7am to 12pm. Third-party System Integration Secondary Alarm Notification Alarm Integration Integration Design Services Deliverable: Notification Design Workbook (Design) Facilitate a series of workflow design sessions to develop the integrated clinical design specifying the alarms that will be delivered to service provider; the routing of selected alarms to the appropriate caregiver role; the escalation of alert notifications and alert enunciation and presentation on the service device. Service provider will design the following workflows for the Third-Party Systems: Vista CPRS Electronic Health Record- 8 unique workflows Rauland Nurse Call 8 unique workflows GE Patient Monitoring 6 unique workflows Additional workflows will require a Change Order for additional work effort required. Service provider will document, design and develop patient room groups for the service provider Staff Assignment application, allowing end user association with room/group roles nested within the call flow design. The service provider Staff Assignment application will be designed, developed and documented for a maximum of 30 individual nursing units. Alarm Integration Engage Server Installation Services Deliverable: Implementation Report Deliver hardware (if applicable) and software to the customer. Once in place, The Implementation Engineer will build the Engage technical architecture and work with the third-party vendor representative(s) to configure the alarm data output connection to communicate with service provider. Alarm Integration: Engage Configuration and Testing Services Deliverable: Implementation Report The Implementation Engineer will configure the alarm data output connection to communicate with and alarm configuration based up integration design Service provider will work with the third-party vendor representative(s) to enable nurse call system caregiver to call back functionality (if applicable). Service provider will configure the Engage server to interface with communication Voice server and the third-party system(s) towards configuration of the Assignment Group Sync adaptor. Service provider will configure the Engage server to interface with the communication Voice server towards configuration of the Voice Group Sync adaptor. Configure the units, locations and roles based on communication staff assignment groups for a maximum of 30 nursing units The Implementation Engineer will build the custom configuration based on the customer s agreed upon clinical design. Upon configuration completion, the Implementation Engineer will coordinate with the customer to test the system to ensure that appropriate connections are made, and information flow is per design. Alarm Integration: Solution Validation Services Deliverable: Notification Design Workbook (Solution Validation) Conduct testing with clinical and technical stakeholders for each nursing unit to demonstrate the customized event notification and alarm design configuration in a controlled, pre go-live setting. Both technical and clinical teams should participate in order to verify messages and alarms to phones and to obtain Customer approval prior to the general deployment. The Solution Validation is planned per nursing unit and will focus on a sampling of patient rooms to be tested rather than all rooms being tested. All alerts that are chosen by the customer to dispatch through Engage will be demonstrated, providing the alert can be generated by the alarm system used to facilitate alarm generation. Service provider will debrief the hospital team (PM, clinical leadership, system admin) with the final analysis of the Solution Validation and discussions will focus on any issues/concerns, technical hurdles, validation of the system and next steps. Engage System Administrator Training Customer will assign one or more system administrators to support the Engage platform. System administrator(s) will be responsible for the upkeep, configuration, and reliable operation of the Engage solution. Responsibilities for the system administrator include, but are not limited to: Analyzing system logs and identifying potential issues with integrated systems Performing routine audit of systems and software Applying configuration changes Adding, removing, or updating user account information, resetting passwords, etc. Answering technical queries and assisting users Responsibility for documenting the configuration of the system Troubleshooting any reported problems System performance tuning Assist the service provider professional services team with the successful installation, integration, and deployment of the Extension Engage solution Assist the service provider support services to report and troubleshoot issues Alarm Integration: Alarm-to-Device Training and Go-Live Support Services Deliverable: Training and Go-Live Report Integration Training: Service provider Clinical Informaticist will develop and deliver Alarm-to-Device training over ten (10) days within a maximum of three (3) trips to educate end users on the processes for receiving, processing, retrieving and deleting alert notifications on communication system. Training sessions should be scheduled for up to 30 120 minutes depending on content. Alarm-to-Device class size not to exceed ten (10) seats. Provide up to ten (10) training sessions to train staff on how to make staff assignments in the service provider Staff Assignment application. Staff Assignment class size not to exceed ten (10) seats. Customer Trainer(s) will train all remaining staff. Service provider will work with the customer to establish the training schedule. Customer is responsible for ensuring full attendance to each training session scheduled. Integration Go-Live Support: Service provider Professional Services will provide Go-Live Support Services as follows: Provide 16 hours of support services per day with one (1) Professional Services staff resource on each eight (8) hour day shift. Support will be provided over six (6) consecutive days, Monday 12pm-7pm, Tuesday Thursday 7am-7pm and Friday 7am-12pm. Go-Live Support to be scheduled no later than four (4) weeks after Voice / VCS training. All go live dates will be coordinated with the COR and start after all equipment has been installed and working to standard. Post-Deployment Assessment Services Deliverable: Post Deployment Assessment Report Service provider Professional Services will provide up to seven (7) days and up to a maximum of two (2) trips of post-deployment assessment. The post-deployment assessment includes remote evaluation of reports, on-site clinical walk-throughs and clinical interviews. The assessment is performed by senior service provider staff and examines end user satisfaction and congruency with workflow to identify areas of optimizing critical processes and user/system performance and includes: Support for the System Administrator to: Provide system reports to departmental managers Ensure the System Administrator is proficient to run, schedule and interpret system reports Provide Support for the End Users Independently build database based on clinical process End user support through: Collaboration with clinical staff Incorporating changes to or new clinical process independent database builds by System Administrator Identifying support: Trainers Support for struggling staff: Refresher classes Provide rounding support: Talk with staff, charge nurses and managers as available Identify user issues (frustrations) and what is working well Refresher training on broadcast feature Analysis, recommendations and communications to the deployment team Debrief (review of findings) Written report Alert template accuracy Review of current workflow and alert/alarm configuration On-site clinical walkthroughs to Access staff proficiency Address concerns Identify educational needs Discuss ongoing Issues and challenges Analyze reports and review with System Administrator Identify areas of optimizing critical processes and user/system performance Service provider will provide a Post-Deployment Assessment report documenting Service provider s findings and recommendations. Service provider Analytics Clinical Design Services (ENGAGE ONLY) Deliverable: Implementation Report Service provider will conduct a clinical design session and develop the clinical design specification for Service provider Analytics. The design sessions will consist of intentional review of the Clinical workbook, a brief review of Service provider groups and units / departments, and a clinical review of Service provider Crosswalk tables for consistent Service provider Analytics display. Service provider will produce a Service provider Analytics Clinical Design specification. Customer is responsible for the development of clinical design specifications for any remaining departments. If Customer requests additional departments for design, the request will be handled through a Change Order for required rework as a result of those changes. Service provider Analytics Installation, Configuration and Testing Services Deliverable: Implementation Report The Service provider Implementation Engineer will complete the following tasks: Install and configure the most current GA release of communication software on the Service provider Analytics server. Install and configure Service provider Analytics monitoring agents on all Service provider servers for data collection: Service provider Application Server Service provider Messaging Platform Service provider Engage Platform Verify connectivity and data collection for all configured data sources. Conduct end-to-end testing of the Service provider Analytics solution, including: Review of Service provider Analytics data and User Interface presentation. Dashboard review of facilities, units, and users. Review of report data for specific integrations and clinical workflows, escalations, events, and accepts and declines. Service provider will provide a Implantation Report documenting the initial configuration of the system at the completion of the installation. Service provider Analytics Administrator Training Services Deliverable: Implementation Report Provide a comprehensive overview of the Service provider Analytics server functionality including basic system troubleshooting and monitoring services. Administration training services will be provided for up to three (3) participants. Service provider Analytics Training Services Deliverable: Implementation Report Service provider s Clinical Informaticist will develop and deliver tailored training remotely for Service provider Analytics End Users. Provide one (1) remote session of Service provider Analytics End User training. Basic End User class size not to exceed eight (8) seats. Maximum number of classes per day not to exceed three (3). Training will be delivered via webinar. Customer Trainer(s) will train all remaining staff. Service provider will work with the customer to establish the training schedule. Customer is responsible for ensuring full attendance to each training session scheduled. Kerrville VA Medical Center SOW Background. The intent of this contract is for the Kerrville VA Medical Center to negotiate a firm-fixed purchase order for the Vocera Communications System or equal to include hardware, software, accessories, training, contractor travel and expenses. To provide a new point to point staff communication system to greatly enhance interdepartmental communication, patient care, flow and safety. Offers Portable digital two-way audio communication with staff and provides an effective communication solution throughout the STVAHCS system improving staff productivity and efficiency. The Communication System will be deployed in a two (2) phase approach: Voice (Phase 1) Message (Phase 1) Integration Analytics: To support the following data (Phase 2) Engage, Voice and Messaging. Contract and Site Locations: Will be requesting Base plus four (4) option years. Option years will require an additional option CLIIN to add as requested the V5000 smartbarge, inc system and all required equipment for operability. Option years will also include services & extended warranty. Kerrville VA Medical Center, 3600 Memorial Blvd., Kerrville, TX 78028 Scope: The awarded communication solution will be deployed into a maximum of 20 individual nursing units / ancillary departments TBD for the Kerrville VA Medical Clinic. The Communication System will be integrated with the Customer s third-party systems, indicated in the table below, for the purpose of secondary alarm and event notification delivery to communication system. Alarm and event notification will be designed, configured and deployed in a maximum of 10 individual nursing units which are TDB. For the purposes of this agreement, OR areas (Pre-Op, OR, PACU, Anesthesia, Sterile Processing, etc.) will be treated as separate units. To deliver alarm and event notifications to the appropriate staff member(s), staff assignments will be managed as indicated in the table below: 3rd Party System Integration Detail Model Middleware Platform Total Beds Staff Assignments for Alarm Routing Rauland Nurse Call alerts Responder V Engage 200 TBD GE Patient Monitoring alerts Engage 200 TBD VistA PRN effectiveness, Stat Orders EHR Engage Platform 200 TBD Active Directory Identity Management N/A Engage Platform N/A N/A Service provider Performance Assessment Services Deliverable: Performance Assessment Report Service provider will conduct an on-site readiness assessment of your wireless network covering a maximum of 300,000 square feet for 20 departments/units at Kerrville VA Medical Clinic. The assessment is performed to ensure that the network infrastructure can support the Communications System, and the server hardware and software configuration meets communication system requirements as indicated in the communication. If the Performance Assessment determines that the wireless network is not ready, service provider may suspend deployment activities until Customer has remediated the network. If Customer requests communication system or service provider resources for remediation confirmation, a Change Request is required and may resul...