W063--Vocera Premier Plus Support Services

ort Services to manage the Software Management System. 1.c. Project Location: VA Greater Los Angeles Healthcare System 1.d. Solicitation Type - Number: Request for Quotes (RFQ) - 36C26226Q0318. 1.e. Set Aside: This solicitation is issued as an SDVOSB set aside. 1.f. Applicable NAICS code: 541519 Other Computer Related Services. 1.g. Small Business Size Standard: $34 Million 1.h. Type of Contract: Firm Fixed Price 1.i. Period of Performance: One year 1.j. Wage Determination applicable to this project: SCA WD 2015-5613 revision 30 1.k. Questions regarding the solicitation should be submitted via email no later than 2pm PST Monday, February 4th, 2026, to ositadima.ndubizu@va.gov 1.l. Company info and quote should be on the attached Enclosure 1 form. All other forms of offer will not be accepted. Your enclosure form and capabilities statement/experience should be sent in one email with 2 separate email attachments, or it will not be accepted 2. Statement of Work BACKGROUND. There is a need for the VOCERA Premier Plus Support Services for VOCERA Platform 6, which is a comprehensive and systematic delivery of wireless communication devices. VOCERA Premier Plus Support Services will provide maintenance, and on-going support, continuous education, and training of all new and current staff of VOCERA communication devices. VA West Los Angeles has a need and support for the following services: Vocera SIP Telephony Servers Vocera Voice Servers Vocera Messaging Servers Voice Analytics Server. SCOPE. The contractor must provide the following tasks: Vendor shall provide Cover Data and Device Management Vendor must provide updates and maintain processes for submitting data and device changes to VOCERA database. Vendor mut have the capability to add/delete/update users, groups, messaging templates and address book entries as requested by using departments. Vendor must have export user, group, messaging templates and address book information for review by using departments for accuracy and currency (every 6 months). Vendor must provide and maintain device management data. Vendor must develop, update, and maintain processes for changes in badge ownership, ordering new equipment, troubleshooting equipment, repairing equipment, requesting, and processing RMA s, reporting damage and budget trends, maintaining spares pool, coaching on replacement budget planning, training users and leadership on device management best practices, scheduling reports, and aiding with finding lost equipment. Vendor shall provide Software Management Vendor Must apply VOCERA service packs and hot fixes. Vendor must provide the system health analysis (every 6 months). Vendor shall provide Platform Service Monitoring Proactively must monitor the VOCERA Platform services for any issues. Vendor must escalate identified service issues, as appropriate, to VOCERA Technical Support. Vendor shall provide Deployment Optimization Vendor must provide the VOCERA workflow optimization assistance will only be provided for existing VOCERA deployed nursing units / departments. Assistance needed for configuration changes involving units / departments not already designed and implemented when the VOCERA Systems Administrator Service begins. Services needed for any new VOCERA deployments / expansion will require a separate VOCERA Professional Services engagement. Must provide the Integration workflow optimization assistance will only be provided for existing integrations into existing nursing units / departments. Services needed to design, build, configure, and train units/departments not already deployed will require a separate VOCERA Professional Services engagement. Vendor must Refine deployment messaging groups to improve usability of the VOCERA Messaging solution Vendor shall provide Training and Orientation Management Vendor must provide round on units to coach staff, learn workflow, uncover issues, resolve issues, and develop relationships. Vendor should develop, update, and maintain processes to deliver training for new employee orientation for VOCERA users. Vendor should establish process for on-boarding of new VOCERA users. Vendor shall establish process for reviewing VOCERA reports to identify and coach users experiencing less than optimal performance. Vendor must maintain training materials and make it easily available to staff for self-review and refresher. Vendor should develop, update, and maintain processes to uphold at least a 10% Super User population across all units and shifts. Vendor must provide upgrade training for changes in functionality affecting end users. Vendor shall provide VOCERA issue Escalation Management Vendor must address and resolve issues regarding VOCERA equipment, database, and users. Vendor must escalate issues regarding network or servers to the appropriate Customer contact. Vendor must escalate issues with the VOCERA product to VOCERA Technical Support. Vendor must track and trend VOCERA issues to institute process improvements where possible to reduce issue escalation to COR and/or Program Manager. Vendor must follow up with issue reporter to provide update status and resolution to COR and/or Program Manager. Vendor should develop, update, and maintain processes for end users to report VOCERA issues. Vendor shall provide VOCERA Report Management Vendor must set up scheduled reports as requested by end user to the COR and/or Program Manager. Vendor must provide consultation to COR and/or Program Manager regarding the reports available. Vendor must review reports and provide consultation to end user units, network staff and other key support staff and stakeholders regarding actions needed to optimize VOCERA system and user performance. Vendor should provide End User Satisfaction Vendor must follow organization s preference with consultation COR and/or Program Manager and barring any Union or other legal barriers to develop or initiate VOCERA User Satisfaction Survey. Vendor must conduct survey once a year to collect formal feedback and quantifiable measures of satisfaction approved by COR and/Program Manager. Vendor must facilitate with Program Manager a user group meeting to discuss VOCERA issues, lessons learned and process improvements with the COR and Program Management. Vendor must notify any changes to VOCERA program management to the COR and Program Manager. Vendor must provide approved VA Directive 6550 Vendor must provide VA Directive 6500 . GENERAL REQUIREMENTS Access to functioning programs is all that will be required and provide the report to the COR and Program Manager. This interconnection will occur over the internet by establishing a Virtual Private Network (VPN) between VAGLA and VOCERA Service and Support which is encrypted by using Federal Information Processing Standard (FIPS)-140-2 validated modules operating in the method listed in the FIPS-140-2 validation. The connections at each end are located within controlled access facilities, guarded 24 hours a day. All access is controlled by authentication methods to validate the approved users. VOCERA Communication Software Application meets the requirements of VA Directive VA Directive 6500, Managing Information Security Risk: VA Information Security Program, and Handbook 6500, Risk Management Framework for VA Information Systems: Tier 3 VA Information Security Program. PERFORMANCE MONITORING. Program will be used b