Electronic Health Record System (EHR) Project. Request for Information RFI-CDVA Attachment 5 Statement of Work 2 Maintenance & Operations

Transcription

1 State of California DEPARTMENT OF VETERANS AFFAIRS Electronic Health Record System (EHR) Project Request for Information RFI-CDVA Attachment 5 Statement of Work 2 Maintenance & Operations

2 STATEMENT OF WORK TABLE OF CONTENTS B2.1 INTRODUCTION... 2 B2.2 SERVICES TO BE PROVIDED BY CONTRACTOR... 2 B2.2.1 TASK 1.0: SYSTEM WARRANTY AND MAINTENANCE AND SUPPORT... 2 B2.2.2 TASK 2.0: UNANTICIPATED TASKS... 4 B2.3 DELIVERABLES EXPECTATION AND ACCEPTANCE... 4 B2.3.1 DELIVERABLE EXPECTATION DOCUMENT (DED)... 4 B DELIVERABLE SUBMISSION REQUIREMENTS... 5 B DELIVERABLE REVIEW AND ACCEPTANCE... 5 B NOTICE OF DEFICIENCY... 5 B2.3.2 INVOICES... 6 B2.3.3 ON-GOING PAYMENTS... 6 B2.3.4 UNANTICIPATED TASKS... 7 B2.4 POINTS OF CONTACT... 7 B2.5 CONTRACTOR RESPONSIBILITIES... 7 B2.6 STATE RESPONSIBILITIES... 9 Page 1 of 10

3 B2.1 INTRODUCTION [Company Name], hereinafter referred to as the Contractor must provide the services listed in Section B.2, Services to be Provided to the California Department of Veterans Affairs, hereinafter referred to as the State, throughout the term of this Contract. Please note: State Business Days exclude State observed holidays and furlough days, if any. B2.2 SERVICES TO BE PROVIDED BY CONTRACTOR The purpose of this Contract is for the Contractor to provide warranty and support and maintenance services for the Enterprise-wide Veterans Homes Information System (EHR System). The Contractor shall provide the following services: System Warranty Support Support and Maintenance Support Optional Tasks as Requested by the State The following tables contain the tasks and deliverables to be accomplished under this Statement of Work. B2.2.1 Task 1.0: System Warranty and Maintenance and Support Task Description System Warranty 1.1 The Contractor shall provide a System Warranty for the system software upon approval of Certification of EHR System Readiness for Statewide Implementation. Deliverable Description Due The Contractor shall provide a System Warranty, at no cost to the Upon approval State, for twelve (12) months. At a minimum, the warranty shall of Certification cover the following: of EHR System Readiness for Service bulletins: The Contractor shall provide Statewide field/technical services bulletins as they become available Implementation. within 24 hours after they receive it from subcontractors, manufacturers, and other third parties Staff support: The Contractor shall provide access to Contractor staff for providing solutions to defects identified by the State. The Contractor shall provide toll-free telephone access for State-specified users. The Contractor shall make their staff available during EHR System hours of operation (24 by 7) at no extra charge to the State. Software releases: All software releases must follow documented EHR System Release Management Process and Procedures. Page 2 of 10

4 Routine maintenance: The Contractor shall schedule all maintenance activities (upgrades, updates and patches) outside of State regular business hours (defined as 6:00 AM to 6:00 PM Pacific Time, Monday through Friday). The Contractor shall provide the State with a copy of the schedule at least 30 calendar days prior to the scheduled maintenance date. Product upgrades or modifications to the production environment shall be tested by the State prior to being implemented in the production environment. Emergency maintenance: Service level agreements for emergency maintenance will be determined and agreed upon by the State and Contractor upon contract award. Page 3 of 10

5 Task 1.2 Description Maintenance and Support The Contractor shall provide maintenance and support services for the system upon the end of the System Warranty up to Full System Acceptance. (Mandatory Option) The Contractor shall provide the State with the option to extend the maintenance and support contract for two (2) twelve (12) month extensions following the completion of the base contract. Deliverable Description Due The Contractor shall provide a Maintenance and Support Agreement. At a minimum, maintenance and support services shall cover the items listed in the System Warranty deliverable description (deliverable 1.1.1). Upon the end of the System Warranty period. Yearly thereafter B2.2.2 Task 2.0: Unanticipated Tasks Task 2.1 Description The Contractor may be requested by the State to provide additional professional services. For each unanticipated tasks, the Contractor and State shall prepare a work authorization, indicating the hours required and whether additional resources will be needed based on whether its estimate of hours at its hourly rates will exceed the amount allocated for Unanticipated Tasks. The work authorization must be signed by the State and Contractor prior to the Contractor commencing work. B2.3 DELIVERABLES EXPECTATION AND ACCEPTANCE B2.3.1 Deliverable Expectation Document (DED) The Contractor shall provide the State a Deliverable Expectation Document (DED) for review and approval prior to beginning the preparation of any EHR System Project deliverable for unanticipated tasks and customized programming. The DED will describe the proposed content of the deliverable, the file format to be used, and, in the case of a document, an annotated outline to ensure a common understanding exists between State and the Contractor regarding scope and content (depth and breadth) of the document prior to Contractor beginning work on the deliverable. The annotated outline must summarize the key content of the deliverable including, where appropriate, key figures, diagrams, and tables. The State s review time of a DED will be dependant on the complexity of the deliverable to which the DED applies. Unless agreed to otherwise, the State s review time shall not be less than five (5) State Business Days. When changes to a DED are required, the Contractor shall take no more than five (5) State Business Days to modify the DED and return it for review, unless agreed to otherwise. The State will take no more than five (5) additional State Business Days to determine whether the DED is acceptable. The Contractor shall not begin work on a deliverable until the State has approved the Page 4 of 10

6 deliverable s DED. B Deliverable Submission Requirements All document deliverables shall be provided to the State electronically with appropriate Microsoft Office 2003 programs or compatible format approved by the State. Deliverables shall be presented to the State in a format consistent with the EHR System Project Style Guide (see Procurement Library) to include: A table of contents. A revision history describing what was changed, the date it was changed and who made the change for each previous version of the deliverable. Version number consistent with the Contractor s version methodology for document deliverables. An Executive Summary for a deliverable over ten (10) pages in length. B Deliverable Review and Acceptance The State's review period varies with the complexity and volume of the deliverable, and will be agreed upon as part of the approved Project Schedule. Unless specified in the Project Schedule or the Contract, the State shall have twenty (20) State Business Days to review designs and specifications and ten (10) State Business Days to review all other deliverables with the first day starting on the next State Business Day after delivery of the deliverable. If a deliverable requires revision, an additional ten (10) State Business Days shall be allowed for State review. For each day the Contractor is late in submitting a specific deliverable or revised deliverable, the State shall be permitted two (2) additional State Business Days to review the deliverable. Unless agreed to by the State, the Contractor shall have two (2) State Business Days to make revisions to correct unaccepted deliverables. It shall be the State s sole determination as to whether a deliverable has been successfully completed and is acceptable to the State. Signed acceptance is required from the State Contract Manager before processing an invoice for payment. All concluded work shall be accepted through the use of the Deliverable Acceptance Document given as Exhibit A in this Statement of Work. All deliverables and Deliverable Acceptance Documents shall be sent to the State Contract Manager for review and approval. Deliverables are considered complete and delivered upon written acknowledgement of the Deliverable Acceptance Document by the State Contract Manager. B Notice of Deficiency The State will provide written acceptance for the deliverable if it meets the acceptance criteria and has no defects. However, if a defect is found, the State shall give the Contractor notice of its non-acceptance, with such notice delineating defects found as the basis for the State's decision. Page 5 of 10

7 Upon notice of deliverable deficiency, the Contractor shall within ten (10) State Business Days: 1) correct the deficiencies and resubmit the deliverable for acceptance; 2) submit a written detailed explanation describing precisely how the deliverable adheres to and satisfies all applicable requirements, and/or 3) submit a proposed corrective action plan to address the specific inadequacies in the deliverable. If the Contractor requires more than ten (10) State Business Days, the Contractor shall submit a written request and secure a written approval from the State for the longer period. If the Contractor opts for actions 2 or 3 above, after receipt of the Contractor detailed explanation and/or proposed corrective action plan, the State will notify the Contractor in writing within five (5) State Business Days whether it accepts or rejects the explanation and/or plan. If the State rejects the explanation and/or plan, the Contractor will submit a revised corrective action plan within three (3) State Business Days of notification of rejection. The State will within three (3) State Business Days of receipt of the revised corrective action plan, notify the Contractor in writing whether it accepts or rejects the corrective action plan proposed by the Contractor. Rejection of a deliverable by the State does not allow for slippage of the schedule regarding subsequent deliverables or services. After the Contractor has corrected such noted deficiencies, the State shall determine whether the deliverable or service meets the acceptance criteria. The State will give its acceptance or rejection in writing. The Contractor shall continue to correct the deliverable until acceptance occurs or the State terminates the Contract. B2.3.2 Invoices Invoices shall be submitted to: Hardcopy mailed to: CA Department of Veteran Affairs Accounting Office 1227 O Street, Suite 418 Sacramento, CA Electronic copy ed to the State Contract Manager, Betty Lim-Silvernail at: Betty.LimSilvernail@cdva.ca.gov Invoices must be submitted upon receipt of the approved Deliverable Acceptance Document All invoices must be on company letterhead. Payment shall be made upon completion and acceptance of all deliverables as stipulated in this Contract. B2.3.3 On-Going Payments Payments for Software Maintenance and Support Services will be paid annually, in advance, based on the costs provided in the Maintenance Cost table attached to this Contract. Page 6 of 10

8 Payments for COTS Software Licensing will be annual, in advance, based on the costs provided in the Maintenance Cost table attached to this Contract. Payment for Hardware Maintenance will be monthly in arrears based on the cost provided in the Maintenance Cost table attached to this Contract. B2.3.4 Unanticipated Tasks Unanticipated tasks may be initiated through a formally approved work authorization. B2.4 POINTS OF CONTACT The project representatives during the term of this contract will be: California Department of Veterans Affairs State Project Manager Mark Larsen California Department of Veteran Affairs State Contract Manager Betty Lim-Silvernail Betty.LimSilvernail@cdva.ca.gov Contractor Project Manager TBD Contractor Contract Manager TBD Direct all inquiries about this contract to the State Contact Manager identified above. Either party may make changes to the information above by giving written notice to the other party. Said changes shall not require an amendment to this contract, however, any changes to the Contractor staff must be approved by the State Project Manager and State Contract Manager. B2.5 CONTRACTOR RESPONSIBILITIES 1. The Contractor shall perform services at facilities provided by CDVA in the State of California, unless otherwise approved in advance by the State. 2. The Contractor shall conduct project activities during standard CDVA work hours (8:00 AM to 5:00 PM) unless other work hours are requested and approved in advance by the State. 3. The Contractor shall present any major findings and recommend corrective actions for the project, participate in project review, lesson learned meetings, and Steering Committee meetings, weekly project status meeting, and EHR System Risk Committee meetings. 4. The Contractor shall escalate issues and risks according to State issue and risk management procedures. 5. The Contractor shall participate in the EHR System risk management process. 6. The Contractor must designate an Engagement Manager to whom all project Page 7 of 10

9 communications may be addressed and who has the authority to act on all aspects of the Contract. The Contractor must also designate a Contractor Project Manager to oversee the day-to-day Contractor activities. 7. The Contractor must maintain a current organization chart of its project team. 8. Contractor Project Team Changes: The State realizes that a resignation, or other such event, may cause key project team members not to be available to the Contractor after the start of a project. If this should occur, the Contractor agrees to notify the State as soon as possible and acknowledges that the State reserves the right to approve or reject replacement project team members assigned to this Project by the Contractor. The Contractor will not be allowed to request extra time or money to replace personnel. The replacement project team members must possess the same or higher level of technical expertise and/or experience than the original staff person leaving the Project. The Contractor must notify the State of personnel vacancies within five (5) State Business Days of occurrence and provide resumes and references of replacement staff. The State will approve or reject the replacement personnel before services may be rendered by subject personnel. In the event such replacement is disapproved by the State, the Contractor shall continue to submit resumes and references until the State approves such replacement. A failure to provide suitable replacement personnel, as determined solely by the State, shall constitute a breach of this Contract and shall entitle the State, at its sole election, to pursue all of its available legal remedies. The State reserves the right to request that any Contractor staff, including key personnel, be replaced due to poor performance or inappropriate behavior. 9. The Contractor shall be permitted remote access to the State s network in accordance with their responsibility to support the EHR System. All remote access to the State network must be approved by CDVA Agency Information Officer (AIO). 10. Information placed on removable media must conform to the policies laid out in Department of Finance (DOF) Budget Letter BL05-32 (11/05) and State Administrative Manual chapter Information Integrity and Security, 11. The Contractor must notify the State data owners and the State Information Security Officer (ISO) within two (2) hours of a suspected or real security incident involving any information assets, including but not limited to: responding to availability outages; equipment failures, system or data integrity; or losses, misuse, or improper access to or dissemination of information. 12. The Contractor agrees that all materials and documents that are developed as part of the EHR System Project shall become the property of the State. Materials and documents copyrighted prior to the date of contract signature are exempted from this provision. 13. The Contractor shall store all work products and deliverables in the State s designated Project Repository. The most current version of all work products and deliverables must be continuously available for State review at all times. 14. The Contractor shall comply with all applicable State policies and procedures and shall return all State property including security badges prior to termination of the Page 8 of 10

10 Contract. 15. The Contractor must complete all State-required training including Privacy and Security. 16. The Contractor shall designate a single point of contact for all maintenance and warranty issues surrounding the EHR System. B2.6 STATE RESPONSIBILITIES 1. The State shall designate a State Contract Manager to whom all project communications may be addressed and who has the authority to act on all aspects of the Contract. The State will also designate a State Project Manager to oversee the day-to-day State activities. 2. The State shall provide all naming conventions, IP addresses, and managed access to the existing data center. 3. The State will provide information as requested by the Contractor to perform its responsibilities under this Contract and timely review and approval of the Contractor s information and documentation. 4. The State shall provide the Contractor the following items for up to ten (10) contract staff to support this effort: office space for the duration of the Contract including desk, chair, telephone, computer, printer access, Internet access, Microsoft Office products, and technical assistance in installing any State-owned software required for completion of the Contract. 5. The State shall procure and install at the direction of the Contractor any required remote administrative tools (e.g., Terminal Services) for the test, development, and production environments. 6. The State shall provide environmentally controlled raised floor computer rooms, including full power system redundancy, and uninterruptible power supply (UPS.), 7. The State shall provide normal system operations, including backups. 8. The State shall monitor the EHR System and notify the Contractor of any anomalous conditions. 9. The State shall designate the points of contact for the Contractor regarding issues surrounding the EHR System. Page 9 of 10