R499--Service - Tele-Town Hall - Veterans Affairs Omaha VA

STATEMENT OF WORK FOR TOWN HALL PLATFORM (Software as a Service) 1. GENERAL 1.1 BACKGROUND: The Comprehensive Addiction and Recovery Act of 2016 (CARA) requires that each medical center hold a community meeting open to the public at least every 90 days. Past town halls, hosted in person or through social media, had minimal participation. Virtual town-hall technology is and shows success with several hundred participants engaged in any one virtual town hall. Veteran town halls keep the organization in a continuous cycle of asking “What is wrong?” and “What can we do better?”, then allows follow-up action by leaders to create a better Veteran experience. Veterans who are queried less than 4 times a year may not feel engaged with the organization or motivated to provide insights and recommendations. 1.2 SERVICES REQUIRED: An online Veteran town hall engagement platform with integrated telephone technology that allows the organization to continuously receive input from Veterans and provide feedback on an expedited basis using software as a service delivery model. Utilization of push/pull technology for a town hall platform will allow organizational leaders to conduct regular real-time crowdsourcing with groups of Veterans and receive their direct input and insights for continuous process enhancement. C&A Requirements -The C&A requirements do not apply; a Security Accreditation Package is not required. 1.2 OBJECTIVES for a Veteran town hall platform: 1.2.1.1 Virtual town hall event platform with integrated telephone technology 1.2.1.2 Pre-town hall event – Automated voice message delivery to phone numbers. VHA to provide phone numbers in Microsoft excel format. 1.2.1.3 Interactive voice response (IVR) surveys 1.2.1.4 IVR – Responses/results real time during town hall 1.2.1.5 Peer-to-peer texting 1.2.1.6 Town hall participant response data is deliverable and accessible by VHA via HTTPS or FTPS protocol and allows for secure movement of collected data from VENDOR to VHA following FIPS 140.2 Compliance as required for data exchange when exchanging information defined as Protected Health Information (PHI) or Personally Identifiable Information (PII). Including download of Voice messages left by town hall participants in Microsoft Windows media player format. -- 1 of 6 -- 1.2.1.7 Platform allows for post event reports of the following metrics within 24 hours of call completion “prefer real time.” Example of minimally required reports is as follows: 1.2.1.7.1 Total calls made 1.2.1.7.2 Total calls answered 1.2.1.7.3 Total calls disconnected 1.2.1.7.4 Time call was active in minutes 1.2.1.7.5 Percent of participants staying on the phone line for the duration of the call 1.3 PERIOD OF PERFORMANCE: (1) Base year and 4 year options 1.4.1 Base year: 8/1/2026 – 7/31/2027 1.4.2 4 year options: 8/1/2027 – 7/31/2031 2. DEFINITIONS VANWIHCS: VA Nebraska-Western Iowa Health Care System SaaS: Software as a Service (SaaS) - is a software distribution model in which a third-party provider hosts application and makes them available to customers over the Internet. IVR: Interactive Voice Response (IVR) - is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides the appropriate responses in the form of voice, fax, callback, email, and other contact methods. 3. SOFTWARE AS A SERVICE (SaaS) required for: VA Nebraska-Western Iowa Health Care System (VANWIHCS) 4101 Woolworth Avenue Omaha, NE 68105 4. CONTRACTOR RESPONSIBILITIES: 4.1 Software Deliverables 4.1.1 Provide Enterprise software survey platforms 4.1.2 Storage for data – during event and up to 72 hours after 4.1.3 Software compatibility with the online tele-town hall platform 4.1.4 Platform able to accommodate up to 10,000 live users 4.1.5 Provide inbound line minutes for toll free number 4.1.6 Provide pre-event robo calls for 60 second messages or less 4.1.7 Surveys and survey questions to be internally developed by VANWIHCS -- 2 of 6 -- 4.1.8 Ability to configure screen with VA logos 4.1.9 Data displayed in real-time 4.1.10 Screen data displayed in multiple formats: Console, tables, graphs and graphics 4.1.11 All provided and collected data is exportable 4.2 PLANNING & IMPLEMENTATION 4.2.1 Provide remote live or online training sessions for VA employees. Training may be recorded. 4.2.2 Any system upgrades, Vendor will provide training sessions at no additional cost. 4.2.3 Assist managers in creating website profiles and provide instructions to end users. 4.2.4 Create pulse campaigns. 4.2.5 Provide technical support for all services requested above, online and via telephone, 24 hours a day, 7 days a week for 365 days a year. 5. PROPRIETARY INFORMATION STATEMENT Data collected from Veterans and VA employees is the intellectual property of VANWIHCS and may not be used by the contractor for any purpose. 6. SECURITY/PRIVACY REQUIREMENTS 6.1 Data is secure and not mixed with data from other companies. 6.2 Data available to employees of VANWIHCS on a privilege basis. 6.2.1 COR to maintain eligible employee list for purposes of data access as approved by VANWIHCS Medical Center Director. 6.3 Backup systems to store data. 6.4 Data will be purged or moved from Contractor SaaS infrastructure to VANWIHCS secure network storage within 72 hours of a completed town hall event or upon notification by the VANWIHCS COR. 6.5 The C&A requirements do not apply, and a Security Accreditation Package is not required. 6.6 In accordance with 852.273-75, Security Requirements for Unclassified Information Technology Resources: The contractor, their personnel, and their subcontractors shall be subject to the Federal laws, regulations, -- 3 of 6 -- standards, and VA Directives and Handbooks regarding information and information system security as delineated in this contra…