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Department of Veterans Affairs Veterans Health Administration (VHA) Sources Sought Notice Obtain ScriptPro Software Maintenance. This is a Sources Sought notice and not a request for quotes. This requ... Department of Veterans Affairs Veterans Health Administration (VHA) Sources Sought Notice Obtain ScriptPro Software Maintenance. This is a Sources Sought notice and not a request for quotes. This request is solely for the purpose of conducting market research to enhance VHA s understanding of your company s offered services and capabilities. The Government will not pay any costs for responses submitted in response to this Source Sought Notice. This Sources Sought notice provides an opportunity for respondents to submit their capability and availability to provide the service requirement described below. Vendors are being invited to submit information relative to their potential to fulfill this requirement, in the form of a capability response that addresses the specific requirement identified in this Sources Sought. The Veterans Health Administration (VHA) is seeking to obtain ScriptPro Software Maintenance and Temple, Austin and Waco, TX. Refer to the General Requirements section below for the requested product description. This Sources Sought is to facilitate the Contracting Officer s review of the market base, for acquisition planning, size determination, and procurement strategy. General Requirements: ScriptPro Software Maintenance are needed for the Temple, Austin and Waco, TX in accordance with the following requirements: ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 0001 1.00 EA $00.00 $00.00 ScriptPro monthly support payment for Temple Outpatient Pharmacy from 9/1/2021 - 8/31/2022 0002 1.00 EA $00.00 $00.00 ScriptPro monthly support payment for Waco Outpatient Pharmacy from 9/1/2021 - 8/31/2022 0003 1.00 EA $00.00 $00.00 ScriptPro monthly support payment for Austin Outpatient Pharmacy from 9/1/2021 - 8/31/2022 GRAND TOTAL $00.00 Please title email Subject Line : RFI 36C25721Q1374 ScriptPro Maintenance Statement of Work (SOW) GENERAL The Central Texas Veterans Affairs Health Care System Pharmacy Service needs ScriptPro Maintenance and Repair agreement. SCOPE OF WORK 2.1 The vendor shall be responsible for providing all of the following items 24x7x365 support to address questions and problems on an immediate, real-time basis § On-site field service repair § Preventive maintenance § Software updates § Drug database updates § Ongoing interface maintenance § Diagnosis/FboNotice cause problem analysis § Defined resolution approach - workaround or fix § Instructions to authorized customer representatives regarding actions to be taken to correct, or assists in correcting, the problem § Adjustment of software configuration § Correction of errors or defects in software programs including sourcing, testing, and implementation of patches and service packs provided by third party software providers § Correction of interfaces and reports § Documentation of problems, corrections, tests, and resolutions § Quality/training initiatives to increase operator knowledge and decrease the number of reportable incidents DESCRIPTION OF WORK The contractor shall provide 24x7x365 Technical Support via telephone and remote access to installed systems. Customer processes are in place for timely and thorough documentation of issues reported by authorized customer representatives. vendor supervisory personnel can listen to and monitor progress on calls with automatic notifications that trigger escalation of issues within specific time parameters. Calls are recorded to monitor quality and customer satisfaction, and for follow-up reviews of customer support events. Automated systems are in place to determine required staffing levels on a real-time basis and project future staffing requirements. A required element for Technical Support is remote access using console sharing software that allows the vendor to diagnose and solve problems as well as provide user training and other valuable services. The technician can view the same image seen by the local user and both can operate the keyboard and mouse to interact with the screen. Additionally, every system is equipped with software to diagnose and troubleshoot problems. Using diagnostic software, Technical Support can assess a component failure and quickly arrange for replacement of failed parts. Technical Support shall be reached through toll free number as the primary point of contact for all maintenance service, repair, or other assistance that is required. 3.1 On-site Support The vendor shall offer on-site field support for diagnostic and repair services. The vendor dispatches qualified technicians to perform necessary service and repairs to ScriptPro equipment to ensure optimum operation and efficiency of the equipment is maintained and that proper functioning of the equipment conforms to the vendor's OEM standard specifications. Provided that customer shall operate the equipment in accordance with the vendor's instructions. The vendor shall keep the system in good operating condition and in conformance with its published equipment requirements. If the equipment requires repair, servicing, or troubleshooting that cannot be performed remotely, ScriptPro dispatches a Field Service Technician. The Technician will arrive during the pharmacy s standard hours of operation. The minimum standard response time for dispatch will be no later than the following workday after notification of equipment malfunction. Field Service Technicians work in and around the pharmacy workflow to be as non-intrusive as possible, and they work efficiently to bring the products back into normal service. All parts, labor, and travel to perform service and repairs are included in the monthly support fee. Parts requiring replacement to maintain the equipment in accordance with ScriptPro s specifications will be replaced on an exchange basis and may be either new or rebuilt parts. ScriptPro will install all parts needed for service and repair except for Customer Replaceable Parts that can be replaced by pharmacy staff with reasonable effort. ScriptPro will provide a list of Customer Replaceable Parts upon request. 3.2 Preventive Maintenance Preventive Maintenance (PM) is a key component of ScriptPro s service offering. PM check-ups increase overall system performance, lower the total cost of ownership, and extend the life of the system. With regular, preventive care from both pharmacy staff and ScriptPro s on-site & remote maintenance experts, the pharmacy will be able to maximize system uptime and reduce downtime associated with unexpected failures. ScriptPro schedules annual PM check-ups that are performed either on-site by a Field Service Technician or remotely by a Help Desk analyst. 3.2.1 On-Site Preventive Maintenance On-site PM check-ups include scheduled maintenance, inspections, replacement of defective and worn parts, and testing services in accordance with ScriptPro's OEM specifications. 3.2.2 Remote Preventive Maintenance Remote PM services include connecting to the system to perform proactive diagnostics, implement software improvements, and performance system analysis. This work is typically performed at night with follow up discussions with an authorized customer representative to discuss any findings or to notify of a planned Field Service Technician dispatch that may have been determined to be required. SECURITY STATEMENT: The Vendor will not transfer any VA information to a location outside the VA and only to VA locations determined by the VA System Administrator. The information in these systems may be covered by the Privacy Act 1974 which contains criminal penalties of abuse of information. 3.2 For Remote access the vendor will not be issued a userID/Password to the systems covered under this contract. A VA IT system administrator will initiate a collaborative software utility (for example Net Meetings) and invite the vendor to join. The VA system administrator will log into the systems using their credentials and allow vendor to watch the results as the system administrator follows the directions of the vendor. In some situations, the system administrator may give control of the system administrator s desktop to the vendor.  The system administrator will supervise and BE RESPONSIBLE for the actions of the vendor.  3.3 The COTR is responsible for the actions of the system administrator. The Vendor and all VA employees are required to immediately report any security violations to the Information Security Officer.  No other security statements are required. 3.4 During onsite service, the Vendor shall be chaperoned by a VA System Administrator. The vendor shall not be issued a UserID/Password. The chaperon shall log the vendor onto the system and be accountable for the actions of the vendor. The Vendor shall not enter or will immediately leave the computer room if the chaperon is not in the computer room. 3.5 Non-volatile memory devices, working or non-working, shall NOT be removed from the VA. For magnetic devices and media, the data destruction will be by degaussing. Other forms of cleansing will be used for non-magnetic media. PERSONNEL Program Manager. The contractor shall provide in writing the name and phone number of a Program Manager within (10) ten calendar days of the award of the contract. The Program Manager shall be a qualified and experienced manager to oversee the personnel assigned to perform the installation and maintenance services. The contractor s Program Manager shall correspond with the COR on a regular basis to discuss any problems that the contractor or contractor s personnel may be experiencing during the performance of this contract. Unresolved problems shall be referred to the Contracting Officer for resolution. Contractor Service Personnel (CSP). All subcontractors performing work for primary contractor shall meet all specifications and standards that apply to CSP under this agreement. CSP shall maintain clean and neat appearance and shall wear an identification badge at all times when performing services at the Government site. Identification badges shall be worn in a clearly visible area of the outer garment. The COR shall furnish this badge. Due to conflict of interest, the contractor shall not employ a current DOD employee, military or civilian to provide services under this contract. Government point of contact (POC). The COR will be the Government s POC. If required, the COR will be designated in writing to the Contractor and the scope of authority will be set forth therein. Contractor shall respond only to calls from COR or a designated representative from the Medical Center. ACRONYMS AND DEFINITIONS Contracting Officer (CO). A person duly appointed with the authority to enter into and administer contracts on behalf of the U.S. Government. Contracting Officer s Representative (COR). An individual designated in writing by the Contracting Officer to act as an authorized representative of the Contracting Officer to perform specific contract administrative functions within the scope and limitations as defined by the Contracting Officer. NARA Records Management Language for Contracts (May 2017) 1. Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion. 2. In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation. 3. In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data. 4. [FACILITY] and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of [FACILITY] or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to [FACILITY]. The agency must report promptly to NARA in accordance with 36 CFR 1230. 5. The Contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle]. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to [FACILITY] control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the [contract vehicle]. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4). 6. The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and [FACILITY] guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information. 7. The Contractor shall only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with [FACILITY] policy. 8. The Contractor shall not create or maintain any records containing any non-public [FACILITY] information that are not specifically tied to or authorized by the contract. 9. The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act. 10. The [FACILITY] owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which [FACILITY] shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any Contractor rights in the data or deliverables must be identified as required by FAR 52.227-11 through FAR 52.227-20. 11. Training.  All Contractor employees assigned to this contract who create, work with, or otherwise handle records are required to take VHA-provided records management training, Talent Management System (TMS) Item #3873736, Records Management for Records Officers and Liaisons. The Contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training.Â