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Kiosk Hardware and Software (HW/SW) Replacement or Maintaining Existing HW/SW Infrastructure - Attachment

General Information

Document Type:FILE
Posted Date:Dec 04, 2017
Category: Automatic Data Processing and Telecommunication Services
Set Aside:N/A

Contracting Office Address

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


Request For Information (RFI) for Department of Veterans Affairs (VA), 36C10B18Q2664 Veterans Point of Service (VPS) Program Kiosk Hardware and Software (HW/SW) Replacement or Maintaining Existing HW/SW Infrastructure Introduction: This Request for Information is issued for information and planning purposes only in order to better understand the Department of Veterans Affairs (VA) Veterans Point of Service (VSP) Program s ability to either replace the existing kiosk HW/SW infrastructure with a new VPS solution or continue to maintain the existing stand-alone kiosk HW/SW infrastructure. The Government is seeking information to better understand any IT solutions available and associated costs or industry s ability to support operation and maintenance of the existing kiosk solution if the Government decides to maintain the current infrastructure. This is a request for information (RFI) only and shall not be considered an Invitation for Bids, Request for Quotations, or a Request for Proposal. Do not submit a proposal or quote. This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. If a solicitation is released, it will be synopsized on the Federal Business Opportunities (FedBizOpps) website: https://www.fbo.gov or the GSA E-Commerce Central website: http://www.gsa.gov. It is the responsibility of the potential offerors to monitor these sites for additional information pertaining to this requirement. This RFI has two main objectives: To seek industry s high level technical approach, a Rough Order of Magnitude, and any proposed partnerships or teaming in order to analyze if replacing the existing VPS hardware and software throughout the Department of Veterans Affairs (all form factors of kiosks, mobile devices, related software, peripherals, servers and system interfaces) through a new VPS solution is feasible and cost effective. he goal of this objective is to determine the feasibility of replacing the current VPS infrastructure with industry proposed latest technologies gear towards enhancing Veterans experience, eliminating hardware obsolescence, support future EHR and reducing overall program cost (i.e., O&M) in supporting the OVAC s mission. Further to pursue if it is cost effective for VA to acquire intellectual property/technical data rights to the new VPS solution. The VPS solution would need to provide software with the capability of integrating with the VA s current electronic healthcare record (EHR) and future EHR; allow expansion of the VPS solution, kiosks for example, at new VA locations; provide no less than the current functionality with ability to expand; provide software license, warranty, operational and maintenance (O&M) support (including helpdesk support) of the new infrastructure; delivery, deployment and installation of the solution. To seek industry s high level approach, Rough Order of Magnitude, and any proposed partnerships or teaming in order to analyze if providing O&M support of the current HW/SW infrastructure throughout the Department of Veterans Affairs (all form factors of kiosks and servers) is feasible through a cost effective O&M solution. The O&M requirements would include Service Desk Support including Tier 1, 2, and 3 levels, repair, return, and exchange support, capacity management, security management and monitoring, and performance management support. A draft Performance Work Statement (PWS) for O&M support is provided as a reference. Background: VA Veterans Health Administration (VHA) evaluates process and technology improvements to improve clinical, administrative, and other services. The Connected Health (CH) initiative is deploying technologies to virtually connect Veterans with services and create bridges between healthcare and information technology (IT), allowing the delivery of Veteran-centric healthcare, when and where Veterans need it. VPS designs and deploys self-service devices that provide beneficiaries and employees standard, easy-to-use capabilities to improve patient workflow, and to perform clinical and business transactions. Veterans need to receive and provide information in order to manage their health records and maintain their relationship with VHA. VPS devices enable Veterans to make better use of their wait time at VA locations to update important information, filing out clinical questionnaires, reviewing medications and allergies, and providing important information to their care providers. See detailed list of functionalities/workflows. Primary Workflows Pre-registration Contact Info / Insurance / NOK review Check-in Combined (most used workflow) Check-In + Prereg with most other offerings made available Request Medical Records (ROI) Request Benefit Travel (2nd or 3rd most used) Configuration tools to create walk-in workflows for specific areas (2nd or 3rd most used) Patient Tracking Check In Surgery Walk-Ins (PC, SC, MH, etc ) Enrollment Office, Optical Shop, Labs, etc Add-ins for the workflows MVP View Future Appointments Update My Information View Balance Provide directions using Wayfinding Clinical Reminders (e.g. flu shots) Patient Queuing Two types: Stand-Alone/Walk-In Queuing With Authentication Without Authentication Appointment-Based Queuing Offers staff easy way to manage patient flow in clinic areas: Patient can receive a queue number at kiosk Staff calls patient to window using Action Buttons on the Patient Queue Waiting room can have a Patient-Facing Queuing Display to show the numbers or patients presently called by staff and where to report to Automated voice can also call out the patient number being called and which station/window to report to Data can be analyzed to better understand bottlenecks, and assess progress, and understand the amount of services being provided Patient Questionnaires Primary Workflows as sub-workflows Information Display and Fact Sheet printouts VA is currently using the VetLink kiosk hardware and software provided by Vecna Technologies, Inc. The VPS program pre-dates and is now part of the Office of Veterans Access to Care (OVAC). Part of the VPS mission is to provide stand-alone devices (e.g., kiosks, tablets, and mobile devices) to clinics within VA medical facilities that empower Veteran patients to easily and efficiently perform a variety of clinical and business transactions related to their healthcare services and management through a self-service model such as clinic check-in. It is expected that the use of the VPS devices provide several benefits including patient safety, workflow efficiency, fraud detection/avoidance, and improved data quality. VPS completed national deployment of over 6,200 kiosks to approximately 157 VA Medical Centers (VAMCs) and their community based outpatient clinics. At the start of the VPS program, VHA issued a moratorium on all new kiosk purchases to prevent the number of non-compatible devices at VAMCs from increasing. New kiosks, other mobile devices, related software, and peripherals are only to be procured and deployed through the VPS Program. VPS is now positioned to operate seamlessly and interactively with the other programs within the OVAC initiative. The interoperability of the OVAC initiative s suite of programs is a high priority for VHA. VHA envisions an advanced level of interoperability that may be supported by the use of cloud technology; robust data warehousing and business intelligence tools; convergence toward a universal OVAC presentation layer that allows Veterans to conveniently transact with Government; use of Hypertext Markup Language 5 (HTML5) responsive design and development (browser based software and technologies); use of Architecture, Strategy and Design (ASD) design patterns; and, flexibility between the programs and the supporting technology infrastructure. Objective 1 - New VPS Solution: Any new VPS solution would be required to provide stand-alone devices, hardware, peripherals, new software releases and/or enhancements, and relevant services and supplies to implement, support, develop and maintain a multifunctional stand-alone device program throughout VA. The solutions shall encompass software, products, and services needed to integrate devices and products into the VA system, network, or other IT service in order to meet the VPS Program s mission requirements. The new VPS solution would have to solve: Replacing all existing kiosks (totally over 6,200) that have met its lifecycle as well as the ability to expand the solution at new locations. This includes delivery, deployment, device placement, site verification, and cord management (include implementation schedule) Providing new software feature development for all stand-alone devices (e.g., free standing, wall-mounted, desk-mounted, and tablet) Enhancing current software features for all stand-alone devices Providing operational and maintenance support including help desk, warranty and issue resolution support of VPS stand-alone software and hardware Providing operations and maintenance of proposed stand-alone devices (in the required VA configuration) including device exchanges and relocations, and cord management Provide new hardware feature development for stand-alone devices Offer warranties for the life cycle of equipment Ensure that devices and software adhere to all VA and federal security requirements. Ensure software is 508 compliant See attached current Kiosk Locations and Preliminary Deployment Schedule Objective 2 - Operations and Maintenance of Existing Infrastructure See attached draft PWS Operations and maintenance of the existing hardware and software throughout the Department of Veterans Affairs (all form factors of kiosks and servers). The current software has the ability to integrate with the VA s current electronic healthcare record (EHR). The Government is seeking information regarding the software s ability to be configured to VA s future EHR state yet to be completed; support expansion of stand-alone devices capable of operating with the existing kiosks for new VA locations;; warranty support, service desk support including helpdesk support Tier 1, 2, and 3 of the kiosk SW/HW infrastructure; repair, replacement, and exchange; and delivery, deployment and installation of interoperable stand-alone devices at new locations. Services shall be performed in accordance with US Department of Veterans Affairs, Veterans Health Administration, and Chief Business Office regulations, policies, procedures, and instructions. The O&M requirements may also include providing performance management support such as dashboards, collecting data, performing analysis, and provide monthly reports and weekly reports as needed. When deployments are required, the Contractor shall support a 90 day post deployment visits to the approximate 84 sites. The requirements may include site evaluations, improvement recommendations and training. The Contractor shall support these sites and the other sites requiring additional education and support to mature to sustainment level. It will be pertinent to have knowledge of the VA infrastructure including automated network review, kiosks, kiosk installation, kiosk repair, server repair, software development and repair, and be able to provide replacement kiosks or accessories. The requirements may include overseeing a 24 hour a day service desk operations, provide requested information and analysis, and be able to address emergency issues. At least one (1) year of experience in providing nationwide service desk operations would be required. Submittal Information: This is a request for information (RFI) only. It is requested that all companies interested in participating in this effort note their interest and provide indication of their respective capabilities to perform the effort described above. Marketing material will not be accepted as an indication of capability. Companies must provide description of actual work performed that is relevant to all of the task areas. 1. Name of Company: a. DUNS Number: b. Address: c. Point of Contact: d. Phone Number: e. Fax Numbers: f. Email Address: 2. Is your company currently providing similar VPS hardware/services solutions or providing existing stand-alone device operation and maintenance support to another Government agency or other non-Government customer? If so, please identify the agency or non-Government customer. If you are unwilling to share your customers identity, please address whether your company offers the same or similar services commercially (outside the federal Government). Provide the following information on a maximum of three similar projects. All projects referenced must have been completed within the last three years for which the responder was a prime or subcontractor. 3. Please indicate any and all scheduled contracts your company may have (i.e. General Services Administration (GSA) Schedules, Government Wide Acquisition Contracts (GWAC), etc.) with specific regard to this RFI and the requirements hereunder? 4. Please identify your company s Small Business size status based upon the applicable NAICS code of 541511. For more information refer to http://www.sba.gov/. 5. The Government has selected the applicable NAICS code for this RFI as 541511. If in responding to this RFI, you believe another NAICS code should be applicable, please identify the NAICS code you consider appropriate for this effort along with detailed supporting rationale. 6. Please discuss your Capabilities/Qualifications: Objective 1 New VPS Solution: a. Technical overview and capability of a newly proposed VPS solution(s). Specifically address: i. Describe the capabilities/qualification/skills your company or partners possess ii. Describe your company s proposed stand-alone VPS infrastructure (Hardware and Software) iii. Describe the software (include if it is an OpenSource product). Include how the software can be integrated with the VA s current and future EHR; and how the software can be modified to include new functionality and enhancements iv. Describe your hardware and software maintenance warranties and support Objective 2 Operation and Maintenance of Existing VPS Infrastructure: b. Technical overview and capability for providing O&M support for the existing VPS infrastructure (HW/SW). Specifically address: i. Describe the capabilities/qualification/skills your company or partners possess ii. Describe your company s ability to provide Tier 1, 2, and 3 service desk support iii. Describe your company s ability to provide repair, replacement and exchange of existing hardware. iv. Describe your company s ability to support the existing software and provide patches and fixes when released iii. Describe your ability to provide hardware and software maintenance warranties and support 7. Provide any other pertinent information as deemed necessary to demonstrate your and any proposed team member s capabilities and prior experience as it relates to providing a new VPS solution and supporting O&M. 8. Please provide positive or negative feedback regarding the RFI such as recommended changes, noted exceptions, ambiguities, etc. 9. Indicate if your proposed VPS solution or O&M support is commercial-off-the-shelf, commercially modified or non-commercial. 10. Proprietary information, if any, should be kept to minimum and MUST BE CLEARLY MARKED. Submittal Information All responsible sources may submit a response in accordance with the following: No more than 10 pages (excluding transmittal page) Include the name, email address and phone number of the appropriate representative of your company Submit your response via email to Keiahna.brewer@va.gov Submit your response by 12:00 P.M. (EST) on December 18, 2017 Mark your response as Proprietary Information if the information is considered business sensitive. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. The Government will not review any other information or attachments included, that are in excess of the 10 page limit. For any questions related to the RFI, please contact the Contract Specialist listed below. Point of Contact: Keiahna Brewer, Contract Specialist, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 440-9686, Email keiahna.brewer@va.gov. Please note 36C10B18Q2664 Response to RFI Kiosks in the subject line of your response It is the Government s intent to review any questions received in response to this RFI by December 11, 2017. Keiahna Brewer will post the questions and answers to the FBO website. Please do not contact her Out-of-Office Point of Contact. Please note 36C10B18Q2664 Questions for RFI - Kiosks in the subject line of your questions. See attached document: Kiosk Locations See attached document: PWS for RFI

Original Point of Contact

POC Keiahna Brewer, Contract Specialist

Place of Performance

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