Maintenance services for the DIN-PACS located at the Naval Hospital Camp Pendleton
DISCLAIMER: This Potential Sources Sought (PSS) notice is issued as market research and is intended for information and planning purposes only and does not constitute a Request for Proposal (RFP) or commitment by the Government. It does not constitute a solicitation nor a promise to issue a solicitation in the future. The information provided in response to this PSS is for discussion purposes only and any potential strategy that may be developed from these discussions would be subject of a separate, future announcement.
The information received in response to this PSS may be utilized by the Defense Logistics Agency (DLA) in developing an acquisition strategy, and requirements documents (i.e. Statement of Objectives, Performance Work Statement, or Purchase Description). DLA requires that only non-proprietary information be submitted in response to this PSS. DLA shall not be liable for or suffer any consequential damages for the use of any proprietary information submitted.
DESCRIPTION: DLA Troop Support - Medical in Philadelphia anticipates possible award(s) for maintenance services for the McKesson Digital Imaging Network-Picture Archive and Communication System (DIN-PACS) located at the Naval Hospital Camp Pendleton. The maintenance service must include all parts, labor, system hardware, firmware, software licensing and software updates/changes needed to support the existing PACS.
The Government plans to procure these items as commercial items through fixed priced award(s).
There is currently one known source: McKesson Technologies LLC, 5995 Windward Pkwy, Alpharetta, GA 30005-4184
The purpose of this PSS is to determine if any vendor, other than the original equipment manufacturer (OEM) McKesson Technologies LLC, can maintain the PACS and provide the licensing needed for the existing PACS located at the Naval Hospital Camp Pendleton in accordance with the Government's standards identified in the essential characteristics below.
ESSENTIAL CHARACTERISTICS:
Any maintenance service provider to be identified as a potential source would have to agree to adhere to the following terms and conditions:
All DIN-PACS residing on the Navy network are required to undergo the DoD Information Assurance Certification and Accreditation Process (DIACAP) or Risk Management Framework (RMF) which recently replaced DIACAP. PACS maintenance providers are responsible for continual system updates and software updates in response to information assurance (IA) security threats and alerts. The maintenance provider is responsible for all system information security certifications, testing and on-going IA and security updates and patches. All updates and patches must be thoroughly tested by the maintenance supplier prior to being applied to the PACS.
The Government representative will make formal notification of the problem by phone to the Contractor POC. Such notification will cause the response time (see Table in section 1.1.6 below) and downtime measurements to commence.
The Contractor shall provide software updates to installed system functionality at no additional cost to the Government.
1. System Reliability and Maintenance
1.1 Definitions
1.1.1. Component: Components shall be defined as the following Contractor provided devices: database, servers, all storage and archive devices, workstations (diagnostic, review and quality control), hard copy devices, the network and other network peripherals (as provided and installed by the Contractor), teleradiology servers, Contractor provided DIN-PACS interfaces to Government furnished devices and systems (i.e., acquisition modalities, CHCS, hard copy devices, PC's, DICOM workstations, etc.).
1.1.2. System: System shall be defined as the integrated network of all Contractor provided DIN-PACS components.
1.1.3. Core System: Core System shall be defined as that subset of the System that includes the following components: database, servers (including Web servers), all intermediate storage and long-term archive devices, network switches (if vendor provided).
1.1.4. Component Failure: Component Failure shall be defined as any component malfunction which renders the component unable to perform its intended function and requires corrective maintenance, alignment, calibration, or replacement. Any component which is comprised of subcomponents (i.e., workstation comprised of monitors, CPU, keyboard, etc.) shall be treated as a single entity. Therefore, failure of any subcomponent (i.e., a monitor) shall constitute failure of the component (i.e., the workstation).
1.1.5. Core System Failure: Core System Failure shall be defined as any emergency situation in which any one or multiple components comprising the core system requires immediate corrective maintenance. Such a failure may be brought on by failure of a single or multiple core system components such that system performance parameters defined herein are not being met.
1.1.6. Maintenance Service Hours of Operation: The standard maintenance service hours of operation shall be defined as outlined in the Table below. The hours of operation may be changed to a different continuous period on a site specific basis (e.g., 0700-1600 hours vice 0800-1700 hours) upon written mutual agreement between the Contractor and the Contracting Officer.
Maintenance Service Hours of Operation for CONUS Sites
Monday - Friday 0800 - 1700 (9 hrs.)
Saturday
Sunday
Federal Holidays
Response Times for CONUS Sites
During Principal Period of Maintenance 4 hr. on site or remote telemaintenance
Outside Principal Period of Maintenance 4 hr. on site or remote telemaintenance
1.1.7. Quarterly Days of Operation: Quarterly Days of Operation shall be defined as the total number of calendar days subject to maintenance service in the specific 3 month quarter being calculated.
1.1.8. Principal Period of Maintenance: The principal period of maintenance (PPM) shall be defined as the total number of available maintenance service hours in the applicable calculation period.
1.1.9. Update: Hardware, software or firmware changes that are required to update, fix, or improve existing functionality of a system. An example of an update is changing from version 1.0 to version 1.1
1.1.10. Upgrade: Hardware, software or firmware changes that provide additional features and functionality to an existing system. An example of an update is changing from version 1.0 to version 2.0
1.2 System Downtime Inclusions
1.2.1 System downtime shall be incurred by each of the following:
• Core System Failure.
• Composite of Component Failures.
• Composite of Incomplete Scheduled Calibration and Preventive Maintenance Service Actions.
1.2.2 System Downtime Due to Core System Failure:
System Downtime Due to Core System Failure shall commence upon Government notification of the core system failure to the designated Contractor service facility and shall end when all repairs are completed, all integrated system performance parameters are being met, and the system is available for clinical use.
1.2.3 System Downtime Due to Composite of Component Failures:
System Downtime shall accrue when any of the following conditions are met:
• More than 30% of diagnostic workstations are experiencing component failure at a site with greater than four (4) diagnostic workstations.
• 50% or more of diagnostic workstations are experiencing component failure at a site with less than or equal to four (4) diagnostic workstations.
• More than 30% of review workstations are experiencing component failure at a site with greater than four (4) review workstations.
• 50% or more of review workstations are experiencing component failure at a site with less than or equal to four (4) review workstations.
• More than 30% of quality control workstations are experiencing component failure at a site with greater than four (4) quality control workstations.
• 50% or more of quality control workstations are experiencing component failure at a site with less than or equal to four (4) quality control workstations.
• More than 50% of Contractor provided modality/DIN-PACS interface devices and/or associations for any single connected modality type (e.g., CT) are experiencing component failure. (For example, if 3 CT scanners are each connected to DIN-PACS and interfaces to 2 of the 3 CT scanners are in failure, the system will be considered down.) This includes Contractor provided interfaces to Government furnished LAN/WANs.
1.2.4 System Downtime Due to Composite of Incomplete Scheduled Calibration and Preventive
Maintenance Service Actions:
System downtime shall accrue during the period when more than 5% of Contractor prescribed preventive maintenance service actions are incomplete during any given quarter. System downtime shall commence upon Government notification of the incomplete preventive maintenance service actions to the designated Contractor service facility and shall end when all such preventive maintenance service actions have been completed and documented.
1.2.5 All downtime shall be accrued during the Principal Period of Maintenance only.
1.3 Downtime Exclusions
1.3.1 Planned system maintenance shall consist of mutually approved scheduled maintenance and installation of software, firmware or hardware upgrades and modifications. As such, planned system maintenance shall not be included in downtime calculations.
1.3.2 System or component failures due to operator abuse, natural disasters, acts of God, or other causes of system or component malfunction which are clearly beyond the control of the DINPACS Contractor shall not be included in downtime calculations.
1.3.3 If shared maintenance options B or C are exercised during the post-warranty period, downtime does not start until the Government has completed all first call and telemaintenance efforts and the Contractor has arrived on site.
1.4 Uptime Calculation
1.4.1 Base time shall be defined as the total principal period of maintenance hours for the period being calculated less the total hours of planned maintenance that are performed during the principal period of maintenance.
1.4.2 Uptime shall be calculated using the following formula:
UPTIME (%) = BASE TIME - DOWNTIME
BASE TIME
1.5 Uptime Requirements
1.5.1 During all post-warranty maintenance service periods, the DIN-PACS shall maintain a quarterly system uptime of at least 99%.
1.5.2 During the warranty and post-warranty periods, each DIN-PACS component shall maintain an uptime of at least 80% for each consecutive 90 day period.
1.6 Post-Warranty Maintenance Credits for Excessive System Downtime
1.6.1 Failure to maintain system uptime of at least 99 % for any one quarter during the post-warranty maintenance periods shall result in a credit to the Government applied to the following quarter's maintenance cost.
1.6.2 Maintenance cost credits shall be granted pursuant to the following maintenance credit schedule:
Quarterly System Uptime Quarterly Cost Reduction
99.0% - 100% 0%
96.0% - 98.9% 3%
90.0% - 95.9% 5%
85.0% - 89.9% 10%
80.0% - 84.9% 15%
79.9 & below 20%
1.7 Post-Warranty Component Replacement for Excessive Component Downtime
Failure to maintain component uptime of at least 80% for any consecutive 90 day period during the post-warranty period shall result in the Government's option to purchase a replacement for the component(s) on a prorated basis. The prorated cost of the replacement shall be equal to the CLIN price of the component times the appropriate percentage noted in the table below:
Post-Warranty Year in Which Component Fails to Meet Uptime Requirement/ Percentage Cost of CLIN Price
1 / 12.5%
2 / 25%
3 / 37.5%
4 / 50%
5 / 62.5%
6 / 75%
7 / 87.5%
8 / 100%
1.8 Maintenance Support Resources
1.8.1 The Contractor shall provide maintenance support for all components of the system at each site.
1.8.2 All service shall be provided by factory trained, English speaking, technically qualified and authorized service personnel.
1.8.3 All tools, test equipment, parts and supplies necessary to maintain all components of the DIN-PACS system shall be the responsibility of the Contractor.
1.8.4 The Contractor shall provide a point of contact (POC) for each site for both hardware and software maintenance.
1.8.5 The site shall be able to contact the POC 24 hours a day by telephone or other direct communication (e.g. beeper).
2. Service Support
2.1 General
2.1.1 The size and complexity of the system shall dictate the level of service support required.
2.1.2 The Contractor shall submit a system administration/maintenance/operation plan as part of the deliverable.
2.1.3 Maintenance plans shall include the following: number and skills of on-site maintenance staff, scheduled calibration and preventive maintenance program details, repair maintenance program details, archive system maintenance program details, database maintenance plan details, repair parts program details, technical support resources description, facilities requirements for maintenance, training, travel requirements, and telemaintenance program support.
2.1.4 On-site staff qualifications shall meet the requirements specified herein.
2.1.5 The Contractor shall make available for purchase by the Government all components or spare parts required to maintain the DIN-PACS. This shall be independent from any post warranty service support purchased by the Government for a specific site.
2.2 System Engineering
Facility support personnel shall be responsible for optimal operation of all computer components of the DIN-PACS, including databases, image transmission, and network operations for both LAN and WAN, interfaces to imaging modalities, image display systems and electronic image archives.
2.3 Database/Archive Management
2.3.1 Facility support personnel shall be responsible for all aspects of electronic image acquisition and archiving.
2.3.2 This individual shall assure that imagery is entered into storage and archive in the correct format that the proper association of images and exam data are created, and is readily available for physician review and diagnosis.
2.3.3 He/she shall demonstrate competence in the use of computers for data management, and in operation and diagnosis of a medical center image archive system.
2.4 Computer Technical Skills/Training
2.4.1 Facility support personnel shall be responsible for maintenance and training on the system.
2.4.2 This individual shall demonstrate competence in all aspects of computer systems maintenance and have a thorough understanding of electronic circuits and troubleshooting techniques.
2.4.3 Proficiency in the preventive maintenance, calibration and safety testing of image display workstations and associated equipment is required.
2.4.4 He/she shall be proficient in the operation of all components of the system, and fully capable of training others in the proper operation of the equipment.
2.5 Scheduled Services Maintenance Plan
2.5.1 Scheduled maintenance shall include the calibration, electrical safety testing and scheduled preventive services performed on the system equipment.
2.5.2 The Contractor shall furnish a scheduled maintenance plan/schedule for each installation.
2.5.3 To the maximum extent possible, scheduled maintenance shall be performed on individual components of the system so as not to affect the operation of the entire system.
2.5.4 The Contractor will perform any scheduled services which will result in system downtime at times outside of the Principal Period of Maintenance.
2.5.5 The Contractor will perform all other scheduled services which will NOT result in system downtime at times convenient to the Government.
2.5.6 The Contractor shall schedule and coordinate scheduled services and obtain approval of the schedule by the Government's representative at the site.
2.5.7 Service reports of all scheduled services performed shall be verified by the Government POC, maintained and turned over to the Government POC. The Contractor shall also provide service reports to the Contracting Officer upon request.
2.5.8 The contractor shall maintain historical service records on each component of the system, which will be provided to the Government upon request.
2.6 Remote Diagnostics and Telemaintenance
2.6.1 It is highly desired that the Contractor demonstrate and provide system connectivity, diagnostic software and technical support services which utilizes the DoD DISA Business to Business (B2B) gateway for troubleshooting, repairing, and configuring DIN-PACS equipment.
2.6.2 The Business to Business (B2B) gateway shall be able to reach all central system components in the
DIN-PACS (i.e. servers, database, archive controller, archive devices, routers, and network management workstations) through a common (single) telecommunications access line.
2.6.3 Telemaintenance methods shall also include the use of telephonic contact with government site support staff and users.
2.7 Corrective Maintenance
2.7.1 The Contractor shall provide on-site and remote (via the DISA B2B Gateway) hardware, firmware and software corrective maintenance service for all component and system failures, to include software problem analysis, associated reprogramming and corrected software documentation.
2.7.2 The Contractor shall affect repairs in the most expedient manner with minimum interruption to the operation of the system.
2.7.3 Service reports of all repair services performed shall be maintained and turned over to the
Government POC. The Contractor shall also provide service reports to the Contracting Officer upon request.
2.7.4 An emergency corrective maintenance call is defined as a failure of a component when no back up is available, or a failure of the system that prevents the site from accomplishing its normal workload with the remainder of the system.
2.7.5 Placement of such an emergency corrective maintenance call marks commencement of downtime and response time measurement.
2.7.6 Once a Contractor service representative begins to fulfill an emergency corrective maintenance action on a core system component(s) (either on-site or remotely), for all calls placed during the principal period of maintenance, the service representative shall continue efforts, at no additional charge to the Government, until all repairs are completed, all integrated system performance parameters are being met, and the system is available for clinical use.
2.8 Corrective maintenance outside of the principal period of maintenance is NOT covered under this contract. This maintenance may be requested by a specific site with that site establishing an appropriate contract vehicle or direct method of payment with the Contractor. Parts costs incurred during such maintenance calls shall be included in the base warranty/maintenance price and shall not be billed separately to a customer.
2.9 All other corrective maintenance calls that do not meet the requirements of the "emergency" call shall be defined as "routine" corrective maintenance calls.
2.10 The contractor shall maintain historical service records on each component of the system, which will be provided to the Government upon request.
3. Response Time
3.1 Response time is measured from the time the vendor is notified of a need for maintenance or support, until maintenance is started from a remote location or support personnel arrive on-site and begin actively working on the problem.
3.2 Response time hours are defined in the Table in section 1.1.6 for calls placed both during and outside the Principal Period of Maintenance.
3.3 The Contractor is required to provide a reliable POC for 24 hour service call notification. The Contractor maintenance POC shall provide a telephonic response of acknowledgment of receipt of an emergency call within 1 hour following notification. Failure of the POC to answer valid attempts of the Government to notify will result in the start of both downtime and response time.
4. Reports of Service
4.1 All reports of service (scheduled and corrective maintenance) shall be documented, validated by the Government POC, and provided to the appropriate on-site Government representative and filed with the equipment history file. Documentation will be provided in accordance with the appropriate Military Services policies and procedures.
4.2 As a minimum, the report shall include: (a) date and time notified, (b) date and time of arrival on-site, (c) description of malfunction or service to be performed, (d) model number/serial number and location of the equipment, (e) time spent to repair, (f) parts used/replaced, and (g) parts cost, (h) description of service performed, (i) name of government POC, (j) name of Contractor service engineer, (k) telemaintenance methods used, if any, (l) designation of user error if appropriate.
4.3 Non-compliance with the documentation requirements specified herein may result in actions as deemed appropriate by the Contracting Officer.
5. Post-Warranty Maintenance
5.1 Contractor shall provide a maintenance program for each system installed for up to 5 option years following conclusion of the one year warranty.
5.2 During each 12 month post-warranty maintenance period, the Contractor shall furnish maintenance service support and user training that includes, as a minimum, scheduled and corrective maintenance services for the DIN-PACS and all associated hardware, firmware and software parts, labor, travel and expenses necessary to perform such services at no additional cost to the Government, except in those circumstances where maintenance or repair service is required as a direct result of abuse, misuse, misconduct or other gross or willful damage done by the Government.
5.3 All definitions and requirements as defined above for the warranty period shall apply during the post-warranty period unless exceptions are defined.
6. Online Help Desk.
6.1 Vendors shall provide customers with online access to a computer base help desk.
6.2 The Online Help Desk shall permit customers to request scheduled and unscheduled services, query historical data and generate reports.
6.3 The Online Help Desk shall provide real time information to include current status, total equipment down time, who initiated the service ticket, the original complaint, response time, the service technician, work performed, replacement parts and completion date and time.
SMALL BUSINESS PARTICIPATION: The Government is interested in all businesses, to include Small Businesses, Small Disadvantage Businesses, 8(a)s, Service-Disabled Veteran-Owned Small Businesses, Hubzone Businesses, and Women-Owned Small Businesses. The Government requests that interested parties respond to this notice as a manufacturer or as a distributor.
RESPONSES:
Based on responses to this PSS, it is anticipated that, at some future date, solicitation(s) may be issued to pursue opportunities for award(s). A pre-solicitation notice may be published in FedBizOpps prior to the release of any solicitation generated from the information gathered in response to this PSS. Not responding to this PSS will not preclude participation in any future solicitation.
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All interested parties are invited to submit a response to this PSS on or before September 05, 2017, 4:00 PM, Eastern Standard Time.
Please note: emails containing file types such as: .zip, .xlsx, docx, or other macroenabled extensions, may not be delivered to the intended recipient. All responses and questions under this PSS must be transmitted electronically via email to Ms. Katie Hughes at katie.hughes@dla.mil and Mr. Sean McColgan at sean.mccolgan@dla.mil.
Katie Hughes, Phone 2157377726, Email katie.hughes@dla.mil - Sean M. McColgan, Phone 2157372107, Email sean.mccolgan@dla.mil
