DA10--Data Innovations Instrument Manager Brand Name -License #075984 and License#347237

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Contract Opportunity

Combine Solicitation will be posted for Data Innovations Instrument Manager Brand Name -License #075984 and License#347237.
The Contractor shall provide all materials, labor, software, hardware, training, and support necessary to maintain and enhance the CAVHS laboratory interface system including:
System Support and Maintenance
Ongoing Instrument Manager Maintenance & Support for production systems
Ongoing Instrument Manager Maintenance & Support for test systems
Auto-verification license maintenance and support
Twenty-four (24) hours per day / seven (7) days per week / three hundred sixty-five (365) days per year telephone technical support
Troubleshooting and resolution of system issues
Software patches, updates, and security fixes
Auto-Verification Continuation
Continuation of existing auto-verification rule sets for high-complexity workflow configurations
Maintenance of auto-verification parameters and configurations
Support for specimen management workspace
Laboratory Intelligence integration with auto-verification workflows
Laboratory Intelligence Implementation
Installation and configuration of Lab Intelligence module for KPI visualization
Configuration and support for key performance indicators including:
Specimen/test volume metrics
Turn-around time tracking
Quality control violation dashboards
Auto-verification rate monitoring
Quality indicator dashboards
Lab Intelligence training and documentation
System Configuration and Enhancement
Support for configuration of production and test servers
Database migration and validation support as needed
Driver updates and compatibility maintenance
Mirroring functionality configuration and support
High availability and disaster recovery support
Interface connectivity with VistA and all laboratory analyzers
Professional Services (as needed)
Implementation support for system upgrades
Workflow rule development and refinement
Training on rule writing and maintenance
Support for specimen management workspace customization
User security configuration and management
Technical guidance on laboratory intelligence configuration
Training and Support
Initial and ongoing staff training on IM system and auto-verification workflows
Training on Laboratory Intelligence dashboard usage
Rules writing and maintenance training
Documentation and Standard Operating Procedure (SOP) support
Knowledge transfer and technical guidance

SPECIFIC TASKS AND DELIVERABLES
Customer Service Requirements
The Contractor shall provide:
24/7/365 Technical Support:Â Telephone support availability with reasonable response time to critical issues
Dedicated Support Contacts:Â Primary and backup technical contacts for escalation
Response Times:Â Initial response to reported issues within 24 hours; critical issues prioritized for same-business-day response
Issue Resolution:Â Committed effort to resolve reported technical issues in timely manner
Performance Tracking:Â Monthly monitoring of support quality and customer satisfaction
Product Support and Changes
Product Notifications:Â Immediate notification to the COR of any product recalls, security vulnerabilities, or mandatory updates
Product Substitution:Â No substitutions without written approval from CAVHS PLMS and the Contracting Officer
Change Management:Â All changes to contract terms, pricing, or conditions require written agreement with CAVHS and signature by the VA Contracting Officer
Defective Products:Â Contractor shall replace and/or reimburse recalled/defective products at no cost to the Government; Contractor liable for processing costs
Site Conditions and Access
All work and delivery shall take place during clinical business hours (Monday-Friday, 8:00 AM - 4:30 PM CST, excluding federal holidays and weekends)
No smoking, eating, or drinking inside the laboratory at any time
Contractor staff must comply with all facility security, safety, and infection control procedures
Cellular phone use only in designated areas; COR approval required for areas of uncertainty
Smoke-free facility: smoking prohibited inside buildings and grounds; violators subject to removal
Equipment Protection and Property
Contractor shall protect all equipment and materials from damage
Contractor responsible for any damage to facility, grounds, or furnishings resulting from Contractor actions
Contractor shall repair or replace any items damaged due to Contractor actions
Contractor shall exercise precautions against damage during all work activities
System Security Requirements
Contractor shall comply with all applicable VA records management laws and regulations including:
Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33)
Privacy Act of 1974 (5 U.S.C. 552a)
Freedom of Information Act (5 U.S.C. 552)
National Archives and Records Administration (NARA) policies (36 CFR Chapter XII Subchapter B)
Data Handling:
Protected Health Information (PHI) access and handling under secure conditions
All data created for Government use remains Federal records under Government control
No removal of memory storage devices, hard drives, or non-volatile memory units from VA control
All research data provided for Contractor analysis shall be de-identified
Confidentiality Requirements:
Immediate notification to COR of any inadvertent or unauthorized disclosures
Restricted disclosure to authorized personnel with documented need-to-know
Implementation of administrative, technical, and physical safeguards for information security
No removal of Government materials or equipment without written COR permission
Return of all Government materials upon completion or as directed
Destruction of records prohibited except per agency records schedules with written concurrence of Head of Contracting Activity
Willful destruction/damage of Federal records subject to penalties per 18 U.S.C. 2701
Business Associate Compliance:
Signed Business Associate Agreement (BAA) required if accessing PHI
Compliance with VA/VHA Directives regarding Protected Health Information
Collaboration with Facility Privacy Officer for BAA implementation
Government Equipment:
Use of Government IT equipment only for contract-authorized purposes per CAVHS policy
No creation or maintenance of records with non-public CAVHS information outside contract scope
No retention, use, sale, or dissemination of deliverables containing Privacy Act information
Subcontractor Management:
Contractor must obtain COR approval prior to engaging any subcontractor
Subcontractors must execute written acknowledgment of security and confidentiality requirements
Contractor liable for subcontractor compliance with all security and confidentiality provisions
Government Ownership:
CAVHS owns all rights to data and records produced under this contract
All deliverables are Government property with unlimited rights for use, disposal, or disclosure
Any Contractor rights in deliverables must be identified per FAR 52.227-11 through FAR 52.227-20
Compliance and Training Requirements
Records Management Training:Â All Contractor employees creating, handling, or accessing records must complete CAVHS-provided records management training per agency policy (including annual refresher training)
Infection Control:Â All employees, contractors, and visitors must comply with local infection control procedures
VA Directives and Policies:Â Contractor must comply with all applicable VA directives and policies including:
VA Directive 1106 - Pathology and Laboratory Medicine Service
VA Directive 6066 - Protected Health Information and BAA Management
VA Directive 6500 - VA Cybersecurity Program
VA Directive 6502 - VA Enterprise Privacy Program
VHA Directive 1605 - VHA Privacy Program
All related handbooks and amendments
Delivery and Installation
Location:Â Central Arkansas Veterans Healthcare System, Pathology and Laboratory Medicine Service, 4300 West 7th Street, Room 2E-155-LR, Little Rock, AR 72205
Delivery Timeline:Â Within 60 calendar days after receipt of order (ARO)
Pre-Delivery Meeting:Â Contractor shall conduct joint pre-delivery meeting with COR 60 days prior to negotiated delivery date to verify delivery and installation dates
Delivery Requirements:
Deliver specified items only when facility is ready for installation
Joint inspection with COR upon delivery
Provide dates of completion for punch list items
Provide information on replacement parts or short-shipped items
Provide all manufacturer recommended maintenance schedules and operation materials in binder(s) or digital format
Delayed Delivery:Â Government-requested delays up to 90 days after initial delivery date at no additional cost
PLACE OF PERFORMANCE
Central Arkansas Veterans Healthcare System (CAVHS)
Pathology and Laboratory Medicine Service
4300 West 7th Street, Room 2E-155-LR
Little Rock, Arkansas 72205
Primary Contacts:
Laboratory Manager/COR: Sean Whiteman, 501-257-6449
Laboratory Information Manager: Jessica German, 501-257-6483
PERIOD OF PERFORMANCE
Base Contract:Â Date of Award August 1st, 2026, through July 31st, 2027.
Option Years:Â One (1) year each for a total of four (4) option years, exercisable at sole discretion of the Government and upon availability of funds.
PERFORMANCE MONITORING AND ACCEPTANCE
Acceptance Procedures
COR shall ensure all work is completed satisfactorily prior to acceptance
All deliverables must meet specifications outlined in this SOW
Disputes over work quality shall be resolved by the Contracting Officer
Vendor credentials shall be reviewed prior to finalization of award
Performance Monitoring Criteria
Vendor performance shall be monitored by CAVHS PLMS Laboratory Information Manager and COR based on:
Ability to consistently provide technical support in timely manner
Ability to execute deliverables as stated in scope and specific tasks
Responsiveness to Government requests and inquiries
Quality of professional services and training delivery
Maintenance of security and compliance requirements
System uptime and reliability metrics
Quality Assurance Metrics
Response Time Standard:Â Initial response to support inquiries within 24 hours with minimum 95% compliance rate
Issue Resolution:Â Technical issues resolved with minimal system downtime
Customer Satisfaction:Â Minimum 95% customer satisfaction on annual survey
Surveillance Method:Â Monthly monitoring of support quality; annual evaluation; CPARS performance evaluation
Performance Incentive:Â Exercise of option periods contingent on satisfactory performance
GOVERNMENT FURNISHED EQUIPMENT (GFE) / INFORMATION (GFI)
No GFE or GFI shall be provided to the Contractor. Contractor shall be responsible for obtaining all necessary tools, resources, and information required to perform contract services.
OTHER PERTINENT INFORMATION
Proprietary Access: Contractor shall have proprietary access codes for Data Innovations IM system at administrator level necessary to perform maintenance and support services.
Inspection and Acceptance: Vendor credentials shall be reviewed and verified prior to finalization of award for all consumables and services provided.
Risk Control: All employees, contractors, and visitors are required to abide by local infection control procedures per VA and CAVHS requirements.
Follow-On Work: No known follow-on work identified at this time.
Conflict of Interest: A determination has been made that no conflicts of interest exist, nor is there potential for conflicts of interest prior to execution of this contract.
FEDERAL HOLIDAYS
Work shall not be scheduled on the following federal holidays:
New Year's Day
Martin Luther King Jr.'s Birthday
President's Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
When a holiday falls on Sunday, the following Monday is observed. When a holiday falls on Saturday, the preceding Friday is observed.

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