SOURCES SOUGHT NOTICE: The Department of Veterans Affairs Medical Center (VAMC) in Martinsburg WV, 510 Butler Avenue, Martinsburg WV, 25405 is seeking sources able to provide installation and maintenance of Internet Services Connectivity to be provided to patients and family members of patients at the Martinsburg designated site (Patient Internet Café) including the Surname, Veteran and Guest Internet Access (VGIA). The Government is seeking to issue a solicitation under a set aside for Small Business to procure this service for a period of one year or longer. Large and small businesses are welcome to respond for informational purposes in the event no Small Businesses have the capacity to provide this service. A Solicitation will be electronically issued in accordance with FAR Part 12 on approximately January 2016 with a closing date of 30 days from the solicitation issuance date. The NAICS code for this procurement will be 517110. If your company can fulfill these requirements and are interested in submitting a proposal, please contact Lilibeth Deato via email at
[email protected] no later than 28 December 2015 at 10:00 AM. Martinsburg VA Medical Center Patient Internet Services Connectivity Statement of Work 1. GENERAL: This solicitation requests the contractor to install and maintain Internet access to be provided to patients and family members of patients at the Martinsburg designated site (Patient Internet Café) including the Surname, Veteran and Guest Internet Access (VGIA). This will be a firm fixed price contract with the Period of Performance from January, 1 2016 through December 31, 2016. 2. BACKGROUND: The Martinsburg VA Medical Center will use this Internet access for Veteran's who are visiting our medical center facilities on an in-patient or outpatient basis. The Veterans have become accustomed to relying on Internet access whether it is used as a form of rehabilitation, mental welfare, and therapy and provides real-time communication with family and friends which aids the Veterans quality of life. The Internet access is a modern day appliance for personal growth and high-quality of life for our Nation's Veterans visiting the Martinsburg VA Medical facilities. Today's Veteran has been raised on technology and will require this public venue to help transition to a new way of life. The VA recognizes that its patient population and family members use the internet as a means of both researching information as well as remaining in communication with friends and family members on a near-constant basis. As a result, it is our desire to deliver the presence of patient Internet and provide an Internet Café for our Veteran population. This solicitation is the first step in the process to provide the physical circuits and necessary hardware to our facility. With that being said technology guidelines have provided the following generalized criteria for decision making when deciding on an Internet Service Provider internet access solution: 1. Independent or physical separation of Internet circuits from other networks via air gap of Veterans patient Internet network from VA patient care (employee) network. 2. Enable the provision of public internet services in VA facilities in a standardized and secure fashion. 3. No reliance on VA technology personnel and resources for circuit installation, operation, and maintenance of vendor owned and managed Internet services. The Martinsburg VA Medical Center recognizes that the proper operation and functioning of a major health care facility requires its staff to provide a business class patient care network for internet access and business class service level agreements. It is the intent of this solicitation to provide Internet access to our patients and their families' public internet access without impinging on the efficient and effective operation of the hospital. 3. PLACE OF PERFORMANCE: Martinsburg VA Medical Center. The addresses for the locations are: 1. Martinsburg VA Medical Center, 510 Butler Avenue, Martinsburg WV, 25405 Note: Vendor will be responsible to provide a collective pricing model including one-time installation costs. Cost to perform site visits will be the responsibility of the vendor. 4. OBJECTIVE: The Martinsburg VA Medical Center is seeking a single vendor solution to provide Internet Services which will ultimately support Internet access for our patients and guests while they are using our facility at various designated facility sites described in the Section 3 Place of Performance. The objective of this proposal is to support existing patient Internet access systems provided by a Meraki system to multiple locations - the Hope Center (Building 213), Baker House (Building 21), Domiciliary (Building 502), and of the Martinsburg VA Medical facility as well as expand to building 500 (Main Hospital) of the total one (1) site listed in Section 3 Place of Performance. This solution is required to perform at a business class level with minimal scheduled downtimes and business class service. During a switch in service providers these circuits need to be maintained or transitioned seamlessly along with the installation additional new circuits to the remaining site. The internet service provider will be responsible to provide one (1) source of billing and invoicing to payment center. Billing will be invoiced monthly increments with dates of service provided as well as the purchase order (PO) number when submitting invoice to payment center. A consolidated line itemed monthly electronic billing and invoicing process through http://www.tungsten-network.com/veteransaffairs/ (previously OB10.com) to Austin Texas is required. The @ob10.com email domain no longer exists since OB10 was bought by Tungsten Network in May of 2014. Note: The website is still in transition. Vendor e-Invoice Set-Up Information: Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center for payment processing, free of charge. If you have question about the e-invoicing program or Tungsten, please contact the FSC at the phone number or email address listed below: o Tungsten e-Invoice Setup Information: 1-877-489-6135 o Tungsten e-Invoice email:
[email protected]. o FSC e-Invoice Contact Information: 1-877-353-9791 o FSC e-invoice email:
[email protected]. The vendor can register for the e-invoice system and submit their invoices electronically; contact information for the vendor to register for e-invoicing is below and can also be found at this web address: http://www.fsc.va.gov/einvoice.asp. The vendor will be required to deliver a monthly report that outlines bandwidth utilization and scheduled downtime notification for each of the twenty-four (24) sites. Additional operational metrics is welcomed. The vendor will provide a 24x7x365 Tier 1 or greater support HELP Desk that will be able to submit trouble tickets or system outages. This 24x7 HELP Desk support will have a pre-designated telephone number for VA employee(s). The 24x7 HELP Desk support can have limited access and assigned to pre-designated VA support employees. The initial response time should be immediate with a follow up for resolution based on the outline service level agreement outlined in circuit provision agreements for services. All scheduled downtimes should be in writing and sent to predesignated VA email address(s) no later than two (2) weeks prior to actual downtime. The existing public Internet access areas and their circuit sizes include the following sites: VA Facility Site Circuit Type Circuit Size Hope Center DSL 10Mbs Required - Fiber Baker House DSL 10Mbs Required - Fiber Building 502 B & D Pods DSL 10Mbs Required - Fiber The new public internet access areas and their circuit sized include the following sites: VA Facility Site Circuit Type Circuit Size Building 500 - Internet Cafe Fiber 100Mbs The vendor will be responsible to provide the best cost and best value in design of circuit configuration. The design should include the existing circuits and a transition plan to provide as much uptime as possible when switching to new solution. The new circuits can be distributive in nature with logical routes using Internet Protocol (IP) back to central location at the Martinsburg VA Medical Center main campus facility. The main campus point-of-entry (POE) will be re-located to Building 500, 510 Butler Ave, Martinsburg, WV 25405 on the 1st floor. Ideally, the requirement will be centralized management of the Internet traffic for security as well as utilization and content reporting functionality. The VA will be responsible to move the existing T-1 connection from the Hope Center building 213 to the new Demarc location in Building 500, Internet Café. The vendor will be responsible to provide and install single mode fiber between the Hope Center and Internet Café Demarc locations per VA requirements. The vendor will be responsible to provide all routers, switches, and network components necessary to fully implement the VGIA. The network components being installed in the Internet Café Demarc must be able to mount in a standard 19" 2 post network rack. All internal and external existing wireless access points will be connected, tested, and validated to be functional on the new system. All new wireless access points will be connected using CAT6 Ethernet cable and provide appropriate patch panels and cables for connectivity to the VGIA. Single mode fiber will be installed in point to point hard EMT conduit with a minimum of 2" inch inside diameter (ID). All cabling and fiber will be installed and tested in accordance with normal industry standards (BICSI, EIA/TIA, etc.) and practices. Cable and fiber test results will be provided electronically or in writing to the VA COTR prior to system go-live. 5. PERFORMANCE ASSUMPTIONS: There are assumptions that will be taken into consideration for implementing public Internet access at the VA Medical Center facilities. The following assumptions will be made: 1. Martinsburg VA Medical Center will be the funding source for selected technology solution. 2. Infrastructure provided must be separate and distinct from the current networks that are used to provide official business functions, applications, and data necessary for the operation of the hospital and its clinics. It also must not interfere with current wireless infrastructure in-place in the facility which is currently used for both business functions and medical devices. 3. Martinsburg VA Medical Center point of contact, proxy or working sponsor for the Patient Internet Access infrastructure will be responsible to work with Information Security Officer and Chief Information Officer to develop business agreements, memorandums of understanding and/or infrastructure security agreements regarding design and rite of passage for patient internet access appliances and network infrastructure. 4. Infrastructure (point of entry switch gear) parallel to the current employee network is separate and "air gapped" from the employee-based network. 5. All site survey costs to acquire estimate will be provided by vendor developing government cost estimate. 6. Vendor will be responsible to obtain right of entry (ROE) agreements with current facility management. 7. Cost estimate will include any and all pricing regarding the installation, construction and maintenance of internet service circuits to the facility listed in Section 4 Objective. 8. Internet service provider must supply a toll-free telephone support function for the patient Internet support team to report problems with the service and resolve those problems in a timely manner. 9. Although this concept provides a service to our customers, it is expected that it will be provided without a requirement to provide full time, redundant, fault-tolerant service. The Martinsburg VA Medical Center desires this service be available 24 hours a day, 7 days per week (24X7); however, we are neither requiring nor expecting the supplier to provide total fault tolerance. 10. The Vendor will be responsible to supply circuit usage reports for each site on a monthly basis. These reports should include bandwidth utilization, peak utilization and system downtimes. 11. Vendor will be responsible to supply written notice of scheduled downtime via email two (2) weeks prior to scheduled event. 5. PERFORMANCE REQUIREMENTS: 1. Perform facility site survey(s) for feasibility of data services and circuit installation to generate government cost estimate. 2. Develop an installation and circuit turn up schedule based on patient internet equipment installation. 3 Install required equipment 3.1 Develop a schedule to install equipment in a manner that coincides with patient internet equipment installations. 3.2 Install equipment and test for functionality. 3.3 Contractor will be responsible for installation and testing of all components, fiber and cabling outlined in this document, in accordance with normal industry standards (BICSI, EIA/TIA, etc..) and practices. Cable and fiber test results will be provided electronically or in writing to the VA COTR prior to system go-live. 3.4 Comply with VA Medical Center infection control standards during installation. 4 Test system functionality 4.1 Provide process controls, documentation, education and support for use. 5 Maintain the system 5.1 Provide a 24 hour/toll free telephone number that provides users a capability to report problems and have problems resolved quickly and efficient. 5.2 Provide a maintenance team that has the capability to troubleshoot and repair system outages within 24 hours. Issues that cannot be resolved within this time frame will be handled on a case-by-case basis with the Contracting Officer's Technical Representative (COTR) 6 System Performance 6.1 Network devices should be compatible with industry standard wireless protocols (i.e. 802.11b, 802.11g, and 802.11n). 6.2 Network devices should be compatible with the existing Meraki system. 6.3 Provide advanced notification in writing of scheduled system maintenance outages. 6.4 Provide monthly reporting on 24x7 bandwidth utilization as well as scheduled and non-scheduled outages. 6. ADDITIONAL REQUIREMENTS: The connectivity will be provided from a new external contractor connection point via fiber runs to the respective division locations utilizing Hard EMT conduit and fiber on the respective location grounds to connect multiple areas. Wireless network distribution will also utilize the existing Meraki wireless transmitter/receivers and wireless access points to provide connectivity to the additional campus locations previously identified. All medical center fiber terminations will use LC connections to extend Internet Services as appropriate. Contractor is to provide all required labor and material to install vendor owned appliances to provide Internet access. Installation of vendor owned equipment will be coordinated via the VA COR with Department of Veteran Affairs VISN 5 MARTINSBURG Office of Information & Technology (OI&T) support staff and the Information Security Officer to ensure an air-gapped connectivity separate from the medical center's network. All material used shall be submitted to the COR for approval before installation & shall be UL approved and code compliant (NEC) as required for application. Installation Internet Service equipment shall be in accordance with NFPA and VA requirements. Existing cable trays and/or raceways shall be used to access the point of entry and DEMARC distribution. Locations where cable trays are not available, the distribution cable shall be run along the contour of the wall, being fastened with appropriate fasteners to ensure a secure and neat installation. Where cable penetrates fire and smoke walls that do not have existing cable trays metal sleeves shall be installed in accordance with VA requirements using approved fire stop material to seal ALL penetrations. Installation of Internet Service equipment will be performed during hours to meet facility requirements, which may include outside of normal non-duty hours to meet infection control and patient service requirements. A site visit and floor plans will be provided for interested proposers. Proposals must include the annual ongoing cost for the provision of Internet Services and maintenance of supporting infrastructure to the respective locations. On-site response time required is 24 hours on next business day from notification. Service will be performed during normal business hours of 8 AM - 5 PM. Vendor will provide all parts and labor necessary to keep equipment operating in accordance with manufacturer specifications. The contractor shall provide, in space below, the name, location, and telephone number of the office where service calls are to be placed: Name: Address: Telephone No: This contract will be a single vendor award; however, the awarded contractor may sub-contract to other providers for portions of this work. All contractors and sub-contractors must be identified and complete/pass security requirements for working in a VHA Medical Center. Installation and full operational capability is to be completed within 30 days of award. TIMETABLE OF DELIVERABLES MILESTONE EVENT DELIVERABLE Business Installation plan Detailed list of installation locations, dates, times and required access To be submitted with RFQ response System Installation Equipment installed and fully functional 30 days from contract award System testing Detailed list of results including coverage areas and data transmission speed capability 30 days from contract award Maintain the system Monthly reports detailing system up-time, system usage and responsiveness to customer problem calls 30+ days from contract award -- forward Deliverable Definitions: The following deliverable definitions serve as a starting point for any questions or conversations concerning the products of this project. 1. Detailed system architecture: Proposed system configuration and Internet Service equipment architecture for answering the requirements of the Request for Quote (RFQ). 2. Detailed description of equipment locations and requirements: This deliverable will produce a detailed documentation of where offertory equipment will be located, wiring requirements, and power requirements for this project and detail expected throughput and capacity for both numbers of users and their level of use. 3. Detailed list of installation locations, dates, times, and required access: This deliverable will provide a complete description of installation steps, timelines, requirements for closet access, and proposed locations of offeror's equipment. 4. Equipment installed and fully functional: This step will involve the offeror demonstrating to the government's satisfaction that the equipment installed functions as required. 5. Detailed list of results including coverage areas and Internet Service capability: The offeror will provide detailed reports showing the performance characteristics of the offeror's equipment and that Internet service access speeds are as advertised. 6. Maintain the system: The offeror will provide the government monthly reports that detail system usage, system up-time, number and types of customer problem calls and response times to those calls, both initial and at problem resolution. This will include notifications no later than fourteen days (14) for scheduled downtimes. Deliverable Acceptance Criteria: All deliverables, except number 4, are documents. The contractor will provide an electronic copy with all deliverables. The Contracting Officer Representative (COR) will notify the contractor in writing that the required documents are sufficient to meet the requirements above for the SOW. In order to avoid problems with expectations of products; the contractor is encouraged to submit a draft document to the COR at reasonable time prior to final delivery to ensure acceptance criteria of products are met. Deliverables and acceptance of deliverables such as reports, and diagrams will be given to the COR. Other Technical Considerations 1. Internet access support for broadband Internet Services to a distributive or central location. 2. Internet access support for single mode fiber or equivalent circuits to the Martinsburg facility sites. 3. Internet access support for the Hope Center and Baker House (existing DSL solution). 4. Rights of entry (RoE) to facilities prior to installation of Internet access circuits. 7. CONTRACT PERFORMANCE MONITORING: The government reserves the right to monitor services in accordance with Performance Based Matrix. Monitoring of contractor's performance shall be done by the Contracting Officer Representative (COR). A. Contract noncompliance: Incidents of contractor noncompliance as evidenced by the monitoring procedures shall be forwarded immediately to the Contracting Officer. A Quality Assurance Surveillance Plan will be signed by the Contractor Program Manager and COR, outlining the evaluation criteria to ensure the contractor is aware of the management and quality criteria required to meet the terms of the contract. B. Frequency of Measurement: During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Semi-annual (or quarterly if warranted) reports are prepared by the COR. C. Frequency of Performance Assessment Meetings: The COR shall visit with the contractor either on an as-needed basis or, at a minimum, twice during the Period of Performance: The first time during the middle of contract period and the second time will be towards the end of contract period to assess performance and shall provide a written assessment. This written assessment will be forwarded to the Contracting Officer as documentation of contractor's performance and/or for a request to exercise option period, renewal of a contract or termination of a contract. D. Contractor reviews: Contractor will review semi-annual (or quarterly) performance measure reports and acknowledge receipt of report by returning a signed copy, along with any comments, to the Contracting Officer within 30 days of receipt of the report. TASK ID INDICATOR STANDARD ACCEPTABLE QUALITY LEVEL METHOD OF SURVEILLANCE System Access / Access to Internet 1 Contractor shall assure access to internet Duration of contract 90% Monthly reports 2 Response time to repair Duration of contract 90% Monthly reports / COR documentation